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October 2023 by Maya S.
My friend placed an in store order for her birthday and upon receiving it she had the most atrocious experience with the short hair ginger associate working the register. Upon asking to retrieve her order, the associate let us know that the package was not delivered despite my friend receiving an email saying that the package had been delivered to the store an hour ago. When my friend pulled up the email, she was immediately met with pushback and assertion that the package was not here. She made it seem as if we were insinuating that she was lying, but our real concern was that if the delivery company had said our package was delivered that it is now missing. She then told us to contact FedEx ourselves, which we thought was a bit strange given that the store places the orders for you, leaving the customer with little to no information regarding tracking. Sure enough when we went to the FedEx website there was an account number we did not have, so we returned to the store and the associate was not present at the desk for about three minutes. Once she greeted us again we let her know about the account information and she responds with "well I don't know what that information would be. We just order it through a website." This answer was unacceptable as the store clearly does have access to this information followed by the fact that this lady has offered no assistance whatsoever as to how my friend could track down her shoes that she already paid for. By the end of the interaction she wanders off into the back of the store and comes out with a crumbled box and apathetically states "oh look I found it at the bottom of the shipment." No apology, no course correction, nothing. This woman has no business working in customer service as my friend and I were very understanding because we work in service as well. Being met with such a nasty attitude from the beginning only for the issue at hand to be due to her negligence in not looking closely enough was preposterous and I will be sure to not only cease business with them but encourage all of my friends and family to do the same. Do better!!!!
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August 2023 by Theresa Sharp -Morales
I went to this store while on Vacation visiting my Big Bro, walk in not greeted ok no biggie but then when I pick a shoe and tell the employee my size she does not bring the shoes to me, she stands at the register and goes here you go. Because how dare I condescend to think she could bring the shoes to me, she’s the Customer not me. LOLThen I pick my size and go to pay another employee comes from the back to start talking to the brinks guy and then proceeds to stare me down. So I had time that day so I stared back at her. Umm the brinks guy might be picking up money so if you want to flirt with him, please don’t forget the customers that put money there for brinks to pick up ‘ it’s just food for thought’ If you don’t want a certain minority in you’re STEVE MADDEN PLEASE PUT A SIGN UP THEN I WILL KNOW THAT YOU ARE NOT INTERESTED IN MY MONEY AND I WILL WALK ON! The really sad thing was I hadn’t seen a Steve Madden store in awhile and was really happy when I walked in. The Employees in your store or CO are a reflection of that CO.
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August 2023 by Raul Girbal
It should say Steve Madden Women’s store as they don’t sell anything for men.
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July 2023 by Abbi Whitson
You’d think after so many 1 star reviews they’d hire new employees or at least train them to have better customer service. I asked for an email receipt and the employee never sent me one so I now I can’t return boots that have never been worn and are still in the new packaging. I called the manager and spoke with Bree she was very rude, kept interrupting me and making unprofessional remarks at me.
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June 2023 by Coco V.
I have purchased several pairs of Steve Madden shoes from the San Jose store. I am an Image and Style consultant and also a fashion influencer. As a result, good quality, price and customer service is important to me. Every time I walk in this store, I am blown away by the friendliness of the team. They are very accommodating and pleasant to work with. The manager Bri is cordial, professional and very knowledgable of her inventory. Amy is also very pleasant and very much versed about Steve Madden shoes and accessories. I love how I can walk into the store and though they are ready to answer my questions anytime, they never pressure me to buy something. I have been privileged enough to shop in London, Paris and Rome. The sales team at SM are the best of the best! Thank you, SM!
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May 2023 by Angel L.
Never going back again . All the employees are rude and have bad attitude. They give you grumpy looks . They don't greet you when you come in .
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May 2023 by jill leeb
Terrible customer support- would not let me return shoes with receipt because I didn’t have box. Had to take store credit. Rude staff just horrible
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May 2023 by Rainer Leeb
Horrible customer service. Ended up with two store credits although we had receipt. Store manager is super rude and has a bad attitude. Won’t shops there again!
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April 2023 by Carlos V.
The employees that work here are rude and lack any sort of customer service skills. They should be working at Walmart with the type of attitudes they have. Never going there again.
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August 2022 by Sandra W.
Not the best customer service. However, you can find some great deals at Steve Madden, there is no doubt about that. I will continue to shop at Steve Madden but will probably try a different location next time, mainly because the staff were kind of rude and unhelpful.
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July 2022 by Laura W.
The shoe quality is not good and customer service is no help. I bought my daughter a pair of $80 tennis shoes (Berkley white) for Christmas and less than 6 months later, the soles of the shoes are coming apart from the shoes. I contacted their customer service and they said there is nothing they can do because it's past the 60 day return policy. Clearly they don't stand behind their products and the quality is not worth the price. Will no longer be a customer of Steve Madden.
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May 2022 by Kerry J
Bummer that I can’t give 0 or negative stars but the employees here are really mean rude and helpless. Not sure if it’s because I’m minority and they are just racist but they are really really rude. I bought a pair of shoes and literally wore twice and they didn’t let me return nor store credit. It was uncomfortable also I found the exact same shoes on Nordstrom Rack for $30 cheaper. No return, no price match. I asked for their managers number, Christina said her manager doesn’t have a number. Is that a joke?! A person doesn’t have a number? I hope you read this before going to this shoe store in Valley Fair. Not comfortable. Not worth it. And you can never return. This is what I want to tell Steve Madden as a company: your goal is not yo resell what customers return. Your goal should be trying to make your customers happy and come back. Also at least train your employees to be helpful, friendly and educated. Try to do something when customers are not happy. I will never come back to this brand again.
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May 2022 by Curry Du
Horrible experience here to return. NO RETURN IN THIS STORE. Doesn't matter that you find it a lot cheaper somewhere else or whatever reason. Employees are not helpful at all. Read the reviews before you go.
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May 2022 by Amy A.
The girls who works their were very rude asked if they have any wide fit shoes they said "No" in a very tude way like no suggestions or not. Staff needs to get fixed and needs better management. End up going to Nordstorm to get Steve madden shoes because of the staffs.
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May 2022 by Ha Rim K.
Their products are over-priced and low quality. On top of that, when I got home and opened the box the shoes looked clearly used. When I returned to the store the following weekend for a return, they accused me of wearing the shoes. The service is really shitty too. I regret buying anything from them and will never visit this store again or buy steve madden shoes.
