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November 2023 by Rhianna Bongart
I had an unfortunate experience today with Jen the manager.Last week we purchased two pairs of boots and asked about their return policy (to ensure we could return the boots if we decided not to keep them.)I went today to return the boots and Jen the manager proceeded to tell me that there was a maximum daily returns at 200$ (a policy that was not mentioned at purchase, or written on the ‘returns policy’ at the desk). I asked her why it was not mentioned at purchase or on the poster at the desk and she continued to blame ‘corporate’.After 10 minutes of back and forth she agreed to do the return of the second pair and said she would have to do an ‘incident report to corporate’.Jens attitude was abrasive and rude, and included eye rolls and tuts. She was extremely unprofessional. I will be lodging a complaint via Steve Madden about her attitude and behaviour.
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December 2022 by Cindy C.
I'm rating this Steve Madden 5 stars because every time I come in the girls in there are always nice and so helpful. Like today,I came in looking for some boots and Chelsea went out of her way to do the most for me and I appreciated that. She assisted my mom and myself extremely well. It's people like that,that make the company look good !
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October 2022 by Genevie M.
Hello I wanted to leave a review on one of the male employees that work there I don't know his name but he's always there working and he is dark skinned. Me and my mom went shopping and she is the sweetest person she was asking him for the sizes and when I was trying them on he asked me if everything was ok and told him I was thinking about what shoe to get, he grabs my boxes and just takes them to the back and says "oh well you must not be getting them" he has the mf nerve to take the shoes away from me and give me and my mom the most stank attitude he needs humble himself before he gets his a** fired. This wasn't my first experience with him givin bad energy while looking at the shoes. Will definitely go back to find out his name leave another review.
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September 2022 by Naylea C.
Amazing customer service! The girls were very helpful! They didn't care that I tried on 100 different shoes
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September 2022 by Michael Murphy
Love the place ?
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November 2021 by Sofia T
I went to the Westfield Topanga location on a Wednesday and the sales girl informed me that she could have the shoes I wanted shipped to my house since there was only one pair in store and it had some damage. The employee told me it would be 2 day shipping repeatedly but I was never sent any sort of tracking number or email confirming my order. On Monday I called the store as the shoes should have already arrived at my home according to what I was originally told. The employee on the phone said they hadn't even been sent out yet and that they would send it that day with 2 day shipping as they now had the shoes in store. I was told they should arrive on Wednesday. I called again on Thursday only to be told they hadn't been sent out until that day and would arrive on Friday with 1 day shipping. On Friday I called again and the person I spoke with told me that "as I had been told yesterday" the employee from the day before had attempted to speak to FedEx in order for the package to arrive by Friday but it would be arriving on Monday, meaning the person I spoke to on Thursday wasn't honest about what day my shoes would arrive. My shoes did arrive on Monday but that was 12 days after I ordered them meaning it was 10 days later than I had initially been told. The shoes didn't arrive in time for what I needed and I had to spend an entire day looking for something else last minute so I returned them. The entire reason why I was looking for my shoes in advance is that I was trying to avoid this and ended up in an uncomfortable situation regardless due to the overall awful service I was provided. I don't understand how my order was messed up so badly and I'm upset that I was lied to 3 separate times. It was my first time shopping at this store. It was frustrating and stressful when it should have been very simple so I wouldn't recommend ordering anything at the store unless you have plenty of time and are willing to keep calling for updates. I'm disappointed I was strung along that whole time in order for them to keep the sale when they could have been honest about when the shoes would arrive. If they had been honest I would have gotten a heads up to look for another pair of shoes sooner and I may have even decided to keep the shoes (which arrived late) since the main reason I returned them was the terrible customer service.
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November 2021 by Shelly Rabinovitch
I returned a pair of shoes over a month ago and didn’t get my money back.
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August 2021 by Susi C.
I placed an online order at this store on 05/08/21 with Elena, very nice girl, since they didn't have the size I needed. After the order was placed she said the shoes will be in store within 3-7 days and that THEY will call once arrived. On the 5th day I called and was told my shoes were not in yet and to try in a few days or that they will phone me once they got there. A week later still not there but was given a tracking number this time. I ended up going on vacation and didn't get back in town until 05/21/21 .. with still no call I decided to show up to the store the following day. I came in on 05/22/21 around 3:20pm and there was only 2 employees on the floor which neither one offered any assistance. I proceeded to ask one of them for my order and she went to the back to check, she brought out my shoes and gave me one to try. I asked if I could try the other shoe as well and as soon as she handed to me I realized it was missing not 1 BUT 3 stones! I didn't even try them on, I gave them right back. I asked her if they usually don't check them prior to giving to client and she said "No" she didn't even offer to have me look for a different pair nor reorder them, not even a refund, NOTHING! She could care less! $80 sandals, 3 stones missing, and no one even called to say they had arrived until I showed up. She actually seemed annoyed that I didn't want to take defective shoes. I finally asked for her to give me a refund, and with an attitude she proceeded to do so. I asked her why she didn't offer to reorder them for me nor assist me in finding another pair and that I felt I had gotten bad customer service and if I could speak to a manager. she said she was the manager! I was BAFFLED!!! Specially because she was wearing a very low cut dress with NO BRA! To top it off, as I was walking out I caught her making faces at me through the LARGE mirrors by the entrance/exit. Oh! And she decided to put the reason I was returning the shoe was because "I didn't like/want them" when they were actually defective. I didn't think I could be any more disappointed after my shoe experience but WOW, never have I encountered such behavior from any employee let alone a so cal manager. CAYLEE you have to do better, you must be related or very close friends with whoever appointed you this position because you sure would NOT achieve a management position ANYWHERE with that behavior. Also, I would think you have bigger problems to take care of such as you not wearing a bra on the job and having them hang low! I went to the Glendale location right after leaving this store, and was told by that manager that they hear the same crap from every other customer that visits this Topanga location! The reviews also seem to say the same! Says a lot about the supervisor at Topanga location!
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June 2021 by Dani Carrion
I was given a pair of shoes that were already in worn condition when purchased. I was unable to wear the shoes to the event I had , so I decided on returning them. The employee refused my return claiming I had worn them, which I had not. I asked for a manager and she claimed to be one. Then she claimed her manager was not there, and to come back in an hour. Which I was ok with, but this was a lie her manager was there. The number they initially provided me to call was their direct phone number , and when I went back they refused to give me a general mangers phone number. They provided me with a customer service number that after being on hold for 2 hours never picked up.Disgusting customer service. Employees and managers are liars, never shopping here again.
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May 2021 by Dani C.
I was given a pair of shoes that were already in worn condition when purchased. I was unable to wear the shoes to the event I had , so I decided on returning them. The employee refused my return claiming I had worn them, which I had not. I asked for a manager and she claimed to be one. Then she claimed her manager was not there, and to come back in an hour. Which I was ok with, but this was a lie her manager was there. The number they initially provided me to call was their direct phone number , and when I went back they refused to give me a general mangers phone number. They provided me with a customer service number that after being on hold for 2 hours never picked up.Disgusting customer service. Employees and managers are liars, never shopping here again.
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February 2021 by margaret Gonz
I place a order and they didn't not email me to confirm it was ready. After 3 days they email me to cancel because I didn't no no pick up the other I went the nextt day on Sunday business ahorras indicate they where open and at 10 and I wait until 11 just to find out that they sold my item to some else. I call for 2 days and not one answered
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January 2021 by Regina Mcdaniel
I just expected to be sold some shoes but I was pleasantly surprised by the experience. Rachel was the person who helped me and she was rad! She put me at ease and was a delight to work with. She filmed my walking situation and hooked me up! She knew what she was talking about and shared her expertise very graciously.
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October 2020 by Alice Jenkins
For decades I have purchased sneakers first based on how they look and then on if they fit. Lesson learned. Much better to have a professional look at my feet and how I walk and bring me the right shoes. Took half the time and my feet feel great.
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March 2020 by Giorgio C.
Isaac A, you are sexy af, helpful and charming! If you see this HMU! I was just in there with my sister. She bought those summer wedges
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December 2019 by Cecibel Vindel
(Translated by Google) It is an excellent place(Original)Es un excelente lugar