Steve Madden Shoes

The costumer service here is terrible! No greeting, no asking if I needed help, even after I sat for over ten minutes holding shoes. Greeted everyone but me, helped everyone but me! 2 catty women just talking behind the register.

I went in today to exchange a pair of shoes I did not notice were damaged at the time of purchase. To be fair, I know that I should check out a pair of shoes, or anything else I am purchasing before actually buying it but I have a bad habit of just buying things and walking out of the store.
I had purchased the shoes yesterday and the employees at the store remembered me as I was having a difficult time deciding between a few different pairs of shoes. I explained to the employee what my concerns were and she looked confused and turned to her manager for help. The manager said she would be able to exchange it for me.
A few minutes later, the manager came by and checked the pair of shoes again and stated that the shoe was not «defected» but that I had done something to them, but in a passive aggressive manner. Though she made the return, I felt uncomfortable wit the way that she made me feel about the exchange.
The shoes will not be taken out of her paycheck and the $ 140 I spent, did not come out of HER pocket, therefore, I did not appreciate the tone she took. I am thankful they were able to exchange it, again, but, it is important to have good customer service.

So i got a call from the District manager after many phone calls … It is my belief that «they» wanted to keep it at a store level cause from what I have aeen they’re store management is a mess.
The District manager Megan (once she made contact) … did the right thing. .
resolved by Megan (district manager). We are satisfied

Fortunately, I had the pleasure of being helped by the sweetest sales associate, Bri. I came in today looking for a specific pair of shoes. She was helping me look for the shoes and even called another store to look for them, even though it was really busy. I wasn’t able the find the shoes, but she picked out a similar pair which I loved and ended up getting. I’m so happy she was there to help me. Bri provided such great customer service and I will definitely return to this location.

Customer service in store and over the phone is atrocious. There were two other people in the store besides myself and two employees and not one of them helped either of us. We laughed and left. l called once to ask the name of a shoe and she said I’m busy right now, check online. Okay… so I did. Then when I called to ask if she had it in store she told me, again, to check online because she didn’t know. The SM in Pasadena is, overall, a better spot to shop at. The one in Westfield Santa Anita also has a great staff and selection. This one though… they are very high school. Shape up.

Steve Madden SUCKS. The customers service EVERYTHING. Whenever you buy anything from Steve Madden check your card or bank account immediately. I bought a shoe and took it back to return, they didn’t take it back for stupid reason. They told me they will prove match it which was ok because the shoe was on sale. Then we spoke with the manager & he was supposed to refund the money back into my card. Same night I found out my transaction which showed that the money taken out immediately after they refund it. I went back the day after and told them about it and they didn’t know what did the guy do. They told me we gave you gift card and you used it !!! Which was total lie. I wanted them to follow up and return my money back. For $ 45 I waited 3 months and after 20 times walk in and call, I’ve been told that the store manager did fraud and used the card under my name and they are on the process for investigating him. They said we decided to give you gift card. I told them I don’t need their gift card because I’m not going to buy anything from Steve madden anymore I want my money back into my account. They told me I have to wait if I want my money back probably about two or three more months to get my $ 45 back.
Don’t deal with thieves. Be aware where are you spending money.

This review is specifically because I got the best customer service from Denise I was looking for a pair of shoes that I knew were sold out and she somehow managed to make a call and find them and got them shipped to my house I love love love her for that. Her customer service was the best

5 stars for the OUTSTANDING customer service I experienced tonight. Was in and out of there in 15 minutes. Saw a few shoes I liked and got help immediately (they asked ME!). Every employee that I talked to were extremely gracious and helpful. It was a busy Tuesday night (near closing) and I totally understand the stress of working retail during the holidays (been there, done that!). So, to have everyone be so accommodating and nice was refreshing to see. Thank you!

I’m giving this place 5 stars all because of Peter the sales associate. He was so kind and extremely helpful. He had such a bubbly personality and helped me find the exact shoe I was looking for. My mom had also left her phone here and he had kept it for her which was so sweet.
I always find nice shoes here with a huge variety but it’s not worth buying a shoes full price cause they usually go on sale !

I regularly visit Steve Madden cuz Love their shoes specially when goes on sale. yesterday went with my 2 daughters and the sales associate «Peter» was super super nice. I can tell he had the sweetest personality. We ended up buying boots and I would definitely go back.

If I could I wouldn’t give a star at all! I have no problem with store but I have a real big problem with personnel! The girls are VERY RUDE! They need to take a class on customer service because they don’t have any! Especially one girl in particular (Cindy).
This girl is so rude and sarcastic! She made a rude comment out loud which I so happened to have heard. I was still shopping for some shoes but this girl must have thought I was gone but to her surprise and to the surprise of her other coworker I was still in the store!
So I will basically be calling her general manager and I will gladly let him know how these young lady’s acted towards a customer. Will not be going back to that Steve Madden again nor will my husband, sister or sister-​in-​law!

This review is not about this location but in general their products are poorly made. I ordered Realove in blush in size 5.5 online and I received a scratched pair and the one shoe was size 6. The packing was bad also. It was like they threw them in a box without any care. TERRIBLE!!! Now I remember why I didn’t shop SM for years… Bye again for good.

An employe named Jenna was very helpful with finding shoes. She was very nice and understanding. Thank you.

Friendly staff! A+

This place reeks of commission based sales. The sales associates like to pick and choose who to greet and fruitfully assist. If you’re dressed a bit dowdy, they’ll stare you down as if your only intention is to mess up the displays! IT’S STEVE MADDEN! NOT SAKS! Get over yourselves!

This store is a little dangerous for me…4 out of 5 times I walk in here just to browse, I always end up buying something.
Great selection of shoes and excellent customer service.
I just bought a pair of boots… I’m a happy girl today

A few weeks ago I came here to exchange a pair of heels for a different size. I called before coming in to make sure they had what I wanted. The worker had me on hold for a while and I kept thinking «Wth woman. It doesn’t take THAT long to check if you have my size.» It turns out that they didn’t BUT she had me on hold for so long bc she was calling other Steve Madden stores to check if I had my size, which was a lot more helpful than me doing it myself. She found a store so I went in to do the return/​order.
Long story short, I ended up exchanging my heels for a different pair! The worker that was helping me out had me try on another pair of heels that I absolutely fell in love with. I loved them so much that I didn’t want to take them off! Don’t you just hate that? You end up getting sucked in to buying them. So instead of walking out with the original pair I wanted, I got a whole new on!
Doing more than I asked for plus finding me a heel to love is service to me!

amazing sales!
really awesome/​funny dude working there. «friend of dorothy!» hahaha he’d get it ;)