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June 2023 by Diamond Porter
Christina-store manager, was extremely helpful. She gave us the full shoe store experience! We didn’t have to do anything! She got down on her knees and put the shoes on our feet and buckled them. We called ahead and when we walked into the store she already knew who we were and had the shoes waiting for us. I would definitely recommend going and asking for her.
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April 2023 by Natalie Schaffer
workers have terrible customer service and snapped at me will not be shopping here again. 0/10
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December 2022 by Vanessa Morales
they never answer the phone.
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November 2022 by Kelly Pastor
I came in looking for boots and was waiting to get assistant. I saw 3 associated standing around talking to each other ignoring the guests. But the girl at the cashier noticed & said she would be able to help me. The 3 girls said they didn’t see me standing there even though they made eye contact with me several times. The cashier girl helped me and was super friendly. As I was trying on the shoes, she told me she was off her shift but her managers would be able to help me which happened to be one of the associates who ignored me. The manager didn’t end up helping me at all. I noticed they kept whispering to each other and looking at me. It made me uncomfortable to shop there and had an overall bad experience.
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November 2022 by LORE PEREZ
Emily V helped me today and she was just amazing. I went in very unsatisfied because my shoe strap ripped shortly after buying them, but Emily was able to exchange them. Thank you Emily for your help!
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November 2022 by Lorena Perez
Emily V helped me today and she was just amazing. I went in very unsatisfied because my shoe strap ripped shortly after buying them, but Emily was able to exchange them. Thank you Emily for your help!
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March 2020 by Falen A.
Love SM shoes I ordered online and they arrived in 2 days. The quality is great. I have 6 year old SM shoes that still look amazing
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February 2020 by Nikky M.
Went in to find some last minute birthday heels and found exactly what I wanted with the help of Jenna! She was so great helping me match the heels with a couple of the outfits I had (without actually having them on me) she was amazing and so was the rest of the staff!
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January 2020 by Sid Kingfish K.
This place SUCKS!!!!. We wanted to exchange a pair of boots, same ones, different size. Receipts in hand. Just bought them for my girl for Christmas. Little manager a******* man-bun-boy, refused. Why? You may ask; their power was out. Not today, just "at some point" He still maintains the 5 day return policy. Total douche. Don't shop here, don't waste your time. Buy your shoes online or at South Coast Plaza. This place is a straight up RIP OFF!!!!!
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January 2020 by Tamara M.
I don't typically harp on things but my experience yesterday (1/3/2020) at the Brea SM highly pissed me off! Talk about BAD customer service. Which is very disappointing as I was so impressed when I originally visited the store the day after Christmas. I went in looking for a black heel for NYE & the gentleman (who I believe was the Manager on duty that day) was excellent. He went above & beyond to find me a great heel & said upon paying "if for any reason these don't work out, please come back". I not only bought 1 heel that day, but 2. Unfortunately the heel did not work out, I found it to be very uncomfortable to walk in for more than 20 min. The straps were very tight when inserting the gel soles. So I did as he said, I went back yesterday to return/exchange the heel. Mind you I wore them for less than an hour (indoors). I was surprised to see they were now 50% off! I paid over $80 for the heel. A very unfriendly woman (Manager) came from the back to assist me with the return. She asked if anything was wrong w/the heel. Told her the issue & she immediately said unfortunately you can't return them as they were worn already. Of course they were worn briefly, how else would I know they are extremely uncomfortable. I said okay fine, can I at least do an exchange (keep my $), for even a shoe on sale (still making $). She said no! Wow, so you mean to tell me there is NO resolution here? You expect me to keep a heel I will never wear again & send me on my way with a bad taste in my mouth? She said have a good night! I was shocked! Where is the customer service here? I used to work in retail many years & would never leave a customer feeling this way. I would have gladly done an exchange at the least. Safe to say they lost a repeat customer. If i were ever to buy another SM shoe it will solely be from Nordstrom as they offer exceptional customer service. I'm sorry but this Manager on duty yesterday (at like 6:00pm) needs to receive further training.
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July 2019 by elitza lozada
I came here Thursday 7/18 night around 7pm. There was no one inside and I noticed the workers in the back watching something on their phone so I didn't get a welcome. I work retail and I don't mind a welcome or not, but they looked at me and didn't bother to say hi or anything which kinda bothered me. I was trying to get a shoe size and I had to get closer to the back room door to get their attention and they finally noticed me. They did help me but went back on their phones right after. I'm a hard fan for Steven Madden and almost all my shoes are from Steven Madden but that customer service was a big no...
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April 2019 by Tiffany D.
If you are a grown woman wanting to shop, go anywhere else in the mall but here. I just left the store and there were two teenage girls running the store. Which would be fine if they were there to work but instead they were there with a bunch of friends that came in (2 girls and 3 guys) all laughing and joking and playing games and throwing things. I asked one of the girls to bring me three pairs of shoes. She brought me out a white pair instead of the brown I asked for and the two other ones were the wrong size. When I told her she said she was going on her lunch break and that's what she thought I wanted and she just left the store!! What in the world??? Of course I walked out and instead bought the same 3 shoes I wanted from them (and two more ) from Nordstrom where they actually have grown adults with great customer service! I'm sure these girls won't care but the business owner might if they check the cameras for today April 16, 2019 around 3:30-4:00pm and see how many other women came in and saw the party happening and decided to leave and shop elsewhere.
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April 2019 by Briana B.
Steve Madden has become a reoccurring purchase for me over the years due to the amazing styles and quality of their product but most specifically their staff has always been so helpful in every way. From helping me find sizes to trying on different styles for events I am attending, the employees are always more than willing to help me select a style and even suggest different colors to help match my outfit. I came in specifically for wedges the other day and was greeted by Dolly, she was warm, energetic, and ready to help! It happened to be the last day of their in-store scratchers and she made sure to let me know and I ended up getting a discount when I bought two or more! Dolly was prompt and efficient when grabbing sizes and colors for me, I ended up purchasing the Celeste wedges in Yellow, Black, Brown, and White! This location didn't have my size in all four colors but she informed me that they could be ordered and sent to my house and she even took care of the shipping for me! Dolly was incredibly informative of their rewards programmed and helped me better understand their point system and even let me know of a credit I had earned previously! I had been searching for the last year or so for new wedges that were comfortable and in my size with no luck until Dolly, so thank you Dolly for all of your help and making my experience such an easy and enjoyable process!
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April 2019 by Jessica H.
Worst customer service. All I needed was to get a pair of flats. The stockroom is visible. It just has a curtain 3 associate standing by and one walking around. I greeted them. Since they did not greet me. Also when I needed a the flats no one came over to help. Walked out. Never again coming to this location. Pretty sure Nordstrom's and Macy's carries Steve Madden. Also theirs a skinny girl. Indian I believe. Soooo rude. That's why I didn't purchase the first time. So I walked away. Second trip was a mess ( description above ) The holiday people where so much nicer. I bought a couple pairs over the holidays
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August 2018 by Tiffany A.
Salesperson lowkey called me a liar! Went into the store to return shoes they helped me order online a few days ago. I was greeted with a cold 'what do you need' and I let it go. Tried explaining I had found Steve Madden pumps in Cerritos mall and wanted to return these. She says 'Cerritos Mall?! I live in that area and I know for a fact there isn't a store there' I didn't want to entertain her attitude nor did I find it necessary to explain myself so I shrugged it off and ...Needless to say the pumps I bought were from Nordstrom in Cerritos and their customer service was great! No regrets. Will not be returning to SM Brea again.