I ordered the Steve Madden Lawrence loafers for my stepdaughter on December 14. Guaranteed to arrive by Christmas Eve. I kept checking daily online starting on December 19 and it showed label created but not picked up yet. I contacted Steve Madden on December 20, telling them I was concerned as they are supposed to be here by Christmas Eve and it's showing they are on the west coast, in California, not even shipped yet. They respond back telling me they shipped and would be there on time and sent me the same link I had been accessing saying the label has been created and item has not been shipped yet. I replied back saying the link they sent me shows the same thing I had emailed them about - that they have not been shipped yet. They replied again saying they will be there and they actually did ship on the 18th and blamed it on FedEx for not putting it in their system but then said if there are any problems, you have 7 business days from the date they were supposedly "shipped", which according to them was December 18 to let us know, and have an investigation opened… well guess what?! They were not delivered on Christmas Eve as promised. I called Fed Ex - they said they never received the item to ship. I then reached out to their so-called customer service on Christmas day as I was mad. They replied back on Wednesday, December 27 and said to please wait seven business days so they can investigate. I replied back that it has NOW BEEN 7 BUSINESS DAYS. They replied back on Thursday, December 29, saying they would forward my email to the appropriate department and start an investigation AND IF THEY STILL HAD THE SHOES AND SIZE I ORDERED IN STOCK, they would ship them at no additional charge. No timeframe. No we are so sorry. No nothing. No we lied about Fed Ex having them on the 18th…I then found the same shoes on Nordstrom so I replied back, saying I just want my order canceled since I never received the product and I now found them at Nordstrom for cheaper and guaranteed delivery on January 3 and that I would never do business with them again as there was no empathy or timeframes or caring whatsoever. They responded back that they will forward my email to the appropriate department for an investigation and if possible, they would refund me. After seeing all the negative reviews, I immediately contacted my credit card company and disputed the charges and told my stepdaughter she needs to find another brand as we will never buy Steve Madden anything ever again, no matter what store has them. I have since shared this experience with my future daughter in law and my nieces and my sister and friends and my stepdaughters friends and showed them all the complaints. I am now sharing my story and others stories with my clients. I will make sure anyone around me is aware of how horrible Steve Madden is!

First let me preface this complaint and review by saying, I had no idea that Steve Madden had such a poor reputation until seeing their low rating on this site. So my complaint they should be used to!
I will never again purchase items from this company. Not only did they send me a damaged and flawed boot; which they were fully aware of when they sent it to their customer, but their communication, and customer's service skills is absolutely horrible!
First of all, upon opening the box of boots(which I purchased two pair), the boxes presentation with the damaged boot was a bit suspicious. The boot that was not damaged was placed inside protective plastic. The boot that was damaged with black ink spots, was NOT in a protective plastic, and simply just thrown carelessly in the box. I thought that was strange in the beginning. Once I pulled the one boot out of the box, I immediately saw that there were black ink spots on the boot- but you see, because the boot is patterned, this company figured that their customer would NOT notice the flaw, and decided to send the damaged boot to their customer anyway. I noticed IMMEDIATELY.
I immediately contacted them. They gave me the run-around. They then stated that the boot was no longer available. They offered to take off 20% of a boot with obvious block ink spots on it. For almost two weeks I have been back and forth with this so-called business. There was a new employee responding to my emails each time. I always end my emails with "Mrs."- and they continued to address me by my first name, EVEN after I requested that they honor my request, and exhibit a professional behavior, other than the casual, laid-back, and nonchalant attitude that they were projecting.
I then agreed to have a replacement boot sent, however, they requested that they receive the damaged boots first, and that if I went over the "15 days"(keep in mind during a pandemic, and the holidays; which could prolong the shipping process) that they allowed to return the item, they would charge me for another pair of boots. Ridiculous! I then told them to just apply the discount instead. The very next day I received an email that I had purchased ANOTHER PAIR of boots from them! I had NOT. Keep in mind they said that the boots were no longer in stock, and that I would have to wait until January 11th, in order for a possible replacement. Now, if I had known that they were actually going to have sense and send the replacement boots in a timely manner(1 day later than our communication, instead of January 11th), I would have decided on the replacement boots without a doubt. I then emailed them and informed them of their mistake, and from there it went even more downhill. They presented as confused, unprofessional, and hard up for a pair of boots which were on sale.
They had preferred to lose a customer, than to send the boots beforehand, and perhaps take a loss. I informed them of this too.
The worst company of 2021!
Do not purchase your shoes from Steve Madden. The business SHOULD be closed down; expeditiously.

Alright I am going to begin to say that everyone here was right about their customer service, it's absolutely shameful. I attempted to order the Jillian booties in the "available" size 5.5. The order process went fine and normal like expected, this was sept 7th 2020. Today sept 10th I decided to look at my order status, only to find it says "unfulfilled". That confused me a lot, and I then became very worried because I felt I was about to go through what everyone here experienced. I contacted the customer service number and I did get through to someone, however it sounded like the girl didn't care at all. She told me that my order is out of stock ( Which should've been updated on their website!) and that I should expect a cancelation email along with a refund whenever it comes. I got scared that I was going to lose my $158.18! None of this sounded right to me, so I decided to email someone instead, which wasn't bad. The response time was moderate, the approach was decent. However I was told something completely different there. The person over email said that my item will arrive soon, and that I will get a notification for when it ships. Now I've been told 2 different situations in regards to my order. So I decided to take it to the live chat online to see if I can talk with someone who could help me. And for that, I have got to say bravo to the live chat customer support... the worst service I have ever experienced in my life. I stated briefly my concern, along my order number, and waited 10 minutes for someone to connect to the chat, I had to write a second message to get Dana to assist me. She opens with her opening lines. I begin explaining my situation, and nothing. No response, no nothing. Completely ignored. I wrote 3-4 messages explaining my situation, and she responds to me after 30 minutes of waiting. SAYING THIS "WE ARE SORRY, YOUR ORDER IS UNFULFILLED" YES DANA I KNOW IT IS! NO ONE TRIED TO EXPLAIN WHAT UNFUFILLED MEANT. All I wanted to know was whether I should expect my package or not. No one was able to help me. So finally, I call the call centre customer support and ask the woman to just cancel my order. I literally wrote 2000+ characters to share my horrific story that is Steven madden. Never will make that mistake again. Wow. Below I will share a screenshot of being left with no response for 15 minutes. -100/10 is my rating of Steve Madden, and their "customer support".