Steve Madden

Even though Steve Madden has good-​looking shoes, their policies are terrible. First off, their return policy is the worst I’ve seen, you’d think they would be more lenient due to their high shoe prices. Also, I bought a pair of sandles from here once and they broke within one day. And they wouldn’t let me return them. If you’re looking for Steve Madden shoes I would go to Nordstroms!

Why this place has 2 stars is beyond me. Clearly these reviewers have not been to the LA locations, such as 3^rd Street Promenade (which I have also reviewed). The off-​putting service on the Promenade was enough to make me stop shopping this brand altogether.
Luckily, I found that the Southcoast store is well-​stocked and the employees give outstanding service. Erica, in particular — went above and beyond most salespeople. She is ultra-​friendly and personable, recommended boots I hadn’t considered, and checked other stores for availability without my even asking her to do so.
Erica made my shopping experience comfortable and fun. Accordingly, I will never return to the Santa Monica location again.

I wish I could give this place more stars, really I do. I usually shop at a different SM location but have come here a few times as its close to my work. Anyways, for THREE DAYS IN A ROW employees here in person & over the phone told me «today is the last day for this sale». And yet the sale was about a whole week longer. Other stores would tell me «we don’t know until the day of, sorry!» If you don’t know, DONT LIE and say it’s the final day. Probably won’t ever shop at this location again, as it seems the employees are willing to lie to customers over and over again if it means they can make a sale. Bummer.

I came in today to try on some shoes because I had bought some online and this rude ass girl Erika looked at me in such a bad way, looked me up and down and said said in an attitude «are you gonna get it?» Does it matter??? Even if, I already told you I had already bought it online… I then asked Tammy Nguyen for help since Apperently Erika hates her job so much to help out a customer. But Tammy was so helpful. I never want to come here again unless I see Tammy working

Stopped in to buy some cute black flats. I asked the sales girl for help and she pointed vaguely around. Thats it! Not even a «if you find some you like I’ll get your size.» There used to be a time when I came to this location for the service. Obviously those days are gone. I will not waste my time coming back.

I received great service when I came in here a few weeks ago to purchase shoes for a wedding. I went to Aldo first hoping to find something but their shoes were hideous, what happened??? My sales associate was awesome! He helped me out even though he was busy with two other parties. I will definitely be back!

Today, I experienced rude service from a lady that appeared to be pregnant. I love their shoes, but wish the customer service was better.

Brooke has to be the most rude associate I’ve encountered in a very long time. The store was not busy at all and every time I needed help she would throw attitude, roll her eyes — and even — TRY TO IGNORE ME! What the hell?! Terrible, terrible customer service. Will NOT be coming back.

First of all they DO NOT deserve one star!!! This store had the rudest, unfriendly, unwilling to help young manager that I have ever had to deal with. As far as the quality of Steve Madden merchandise overall, don’t waste your money. I have returned the last three pairs of boots I bought from them. The second pair I returned they used as a credit towards the third pair and when I had to return the third pair they told me they had to give me store credit because I had returned the previous pair without a receipt which was not the truth. Now I’m stuck having to buy yet another pair of cheaply made shoes at a high quality price.
If you are expecting quality for expensive shoes, DO NOT BUY STEVE MADDEN SHOES and if you are expecting to be treated with respect by employees who have been trained correctly DO NOT BUY FROM A STEVE MADDEN STORE.
I also filed a complaint with the company and received an email that they would look into it — haven’t heard anything back from them since. What a joke for those of us who are use to getting quality for what we pay for and being treated with respect from reputable companies!!!

I wandered into this Steve Madden store just to see what’s hot these days. Now that I’m working full-​time, I pretty much only wear sneakers during the week, and flip flops during the weekend.
Anyways, I went to the sale section at the back of the store, saw a pair I liked, and went to inquire if there were any left in my size.
When I was found the sales associates, one girl was at the cash register looking/​picking at her nails. The other 2 were at the front counter chatting to each other. When I asked the girl picking at her nails if there were anymore of the shoes in my size, she looked up with an annoyed look before answering my question. It’s as though I interrupted her nail picking session or something. Whoa geez, had I known that sales associates would just be chatting to one another, I wouldn’t have come in here and just checked the shoes out online.

I went to today to see if a certain pair of shoes I saw online actually fit me in person. The staff there were all super nice and helpful. It’s rare to go into a retail store and receive good customer service. This store is on top of it!

This place is a joke! Called in to see if they had a particular shoe I wanted and the girl on the phone said they did! I told her to put it on hold for me since I’ll be coming to purchase them in a hour. Came there and asked to purchase them and the workers looked confused… They all went in the back and I’m pretty sure were discussing what they would say to me. William then comes out and says «We thought we had it in the store but we actually do not». Are you serious? Why would you tell me you guys have something when you guys didn’t actually HAVE it? SO annoying. Wasted my time and energy driving all the way here to leave with NOTHING. William was nice and was willing to help find the pair of shoes somewhere else but they were located in another state. So disappointed. Thought Steve Madden was better then this, guess not!

DON’T BUY STEVE MADDEN SHOES AT THIS STORE! FRAUD!!!
I bought a pair of sandals for my wife which were labelled Steve Madden. Underneath this label I found they were not made by Steve Madden at all but rather by a company called Wanted. This store was selling a shoe that was not made by Steve Madden as a Steve Madden shoe. This is fraud!!! Be careful of ever shopping here!

Bought a pair of heels couldn’t wear them I called to see if I could exchange or get store credit without my receipt they said yes. The girl was very receptive when I wanted to try on two different boots and different sizes ended up getting the third option boot. In and out pleasant experience.

Found a pair of shoes I am in Love with (capital L).
Steve Madden had them listed for over a hundred dollars and Nordstroms, Macy’s and
had them listed as 69.96 online.
«Vivian» was kind enough to offer to see if the manager would offer the online specials without me even asking. Which was a major bonus not only with me but with customer service.
Not only that, there was none left in her store and she took it upon her self to search to find one for me in my size and get it shipped asap.
I’ve worked in Customer Service for years and it’s nice to be taken care of not as «another customer» but as someone who is choosing their business.
She made it happen.
Be sure to ask for her. Thanks VIvian.

Steven Madden is one of my go to brands. I’ve been to this location several times and I’ve never left upset until now. I wish I was certain of the girl’s name that this is about, but I’m not.
Anyways, The girl who helped me seemed nice and helpful, she was even trying to help me decide which shoes since my boyfriend was nonchalant. I had specific shoes in mind and I did come across a few pairs here but I did not want to commit myself right at that moment, because it was the first store that I went into.
When I decided to stop at other stores before I bought the shoes she was nowhere to be found, so I assumed she was helping another customer with shoes. I just put all the shoes I tried on in their boxes in a pile and left.
I ended up returning to the store about an hour later to buy the shoes I really wanted. I tried to go back to the girl who helped me my first time around but she was busy with another customer and I was in a hurry, so I went to another associate, got the shoes and checked out.
After everything was finished and I was in my car, my boyfriend told me he overheard the associate talking about me to her co-​workers saying, «that’s her, that’s her, she’s the one.» I was aggravated! If I heard them I would not have purchased anything from the store and just left a second time. I honestly wanted to go back and return the shoes I just bought.
I don’t need to spend my money in a store where my business is not appreciated. I don’t think I’ll be shopping Steven Madden anytime soon.
I’m not sure if the girls name was Vivian. My receipt says Vivian but that was just probably the girl who closed me out. All I know is the girl was Hispanic.
**suggestion: never talk about your customers while you’re on the floor. You never know who will hear you.

The store was a mess, shoes customers tried on was all over the seats and floor. Employees chatting to each other than greeting customers. That’s normal for this store. 2 stars because I’m a fan of this brand, not the staff or this store. They even don’t have the shoe in stock or not my size. Order online or DSW. =)

If anyone knows me, I seldom go out to buy more clothes, especially if it comes to shoes. I find it troublesome and a bit embarrassing depending on the store that I end up going to. I prefer being comfortable than uncomfortable but fashionable. However, the bf overheard his two female coworkers talking about Steve Madden shoes and how comfortable they were, so he insisted we go out and see if there’d be anything I liked.
When we approached the store, I definitely loved the style. Very cute shoes! And if they’d be comfortable, that’d be great! Ventured in. Was never greeted. There were four girls that were just in the center of the store, talking to each other. They talked to another customer and seemed to attempt to help her, but they seemed lackadaisical.
So, the bf and I just go around the store and try and see if there’s anything that would suit me. We went through the entire store without much of a greeting or any assistance. Went to the back, saw that the boots were 50% off, found a pair I liked. Went to the entire group of employees (because they are still in the middle of the room talking to each other), and waited a good 2 – 3 minutes before they decided they would stop comparing their woes of the world and help me out. The one blonde girl that helped me out was nice enough. She went to the back, came back with the correct size boots I requested. I was trying them on, but she completely disappeared. Had to ask another girl for a half-​size up. She sort-​of politely told me that they only go up full sizes. Ehhh… I don’t go out shopping because of people like you…
Anyways, got a full-​size up on the boot, where the blonde girl came back out and she agreed that the boots seem to run a size too small, and that she also had to move up one size in order for it to fit properly. While I was trying out the boots, the blonde girl disappeared again, probably to the back. Went up to the front to pay for the boots, but no one was there, and had to timidly flag one down in order to pay. Purchasing it wasn’t too painful, but I wasn’t comfortable in the store.
As a note, I was wearing a t-​shirt and jeans, and I probably looked a bit bedraggled after working that day. Apparently, if you want good service here, you may need to dress up and be white in order for them to help you out accordingly.
Otherwise, love my new boots!

If I could give 0 stars I would. I hate this Steve Madden location it makes me almost hate the shoes all together. They messed up not once but TWICE! The first time they didn’t have the shoes I wanted and was told they would order them and get them shipped to my house. 2 weeks later I call the store nd they tell me that the store that they were being ordered from in New York didn’t have them. When were they planning on telling me? Idk. But it took a week of calling the store to get my damn refund. Second experience I ordered some boots once again they didn’t have my size got them ordered from San Diego and they came but in the WRONG COLOR! Overall I hate this store, their employees are rude, they don’t know how to apologize for their mistakes, basically the list goes on. stay FAR away from this store!

I LOVE LOVE LOVEEEEE Steve Madden shoes. The majority of my shoes collection is from Steve Madden. But??? I hate the customer service here so I have to give it one star. I generally do all my shopping online where I can find codes and save even more than in stores! Not to mention so that I can avoid bad customer service. I come here only when I have to and 9 out of 10 times, I get the worse customer service.
Upon walking into the store, sometimes they don’t even acknowledge you! Once in a while if they happen to do that, they act like it’s such a pain in the ass to muster up a greeting to their customers. Most of the time they’re busy chitchatting with one another. When I ask for a size, they act like it’s such a hassle to go look. If you hate your job so much then quit bitches.
Too bad this is the only Steve Madden closest to me. I’ve been to several others in the LA/​Pasadena area when I’m around there and their customer service is superb. This place needs an attitude adjustment.