I purchased three pairs of shoes from Steve Madden with a gift certificate my partner had given me. Two were clearance, one was a pre-order.
I only found them available online and ordered my size. I received one shoe that was clearance and was way too big!! I could not return them because it was clearance. I then waited for the other two.
I find out the other clearance shoe i ordered had been Cancelled. Why was I able to purchase the shoe online if it was not in stock? The other pair eventually arrived! They were way too small.
So I contact Steve Madden and ask them specifically if I can exchange them using the gift certificate I originally used or if they were available in store so I could swap out sizes which would be faster then returning and reordering the shoe. They told me I could make a new order and return the shoes that didn't fit. They instructed me to give them both order numbers and I would get refunded. Which according to them would be an exchange.
They never answered my question about me exchanging them in store. So I place a new order now using my credit card and I return the shoes. Now my new pair arrives about 7 business days later, 11 actual days. These don't fit either but I ask about my refund and they tell me they haven't processed it yet it takes about 2-3 business days.
I finally get an email saying they refunded me on a electronic gift card when I specifically asked for the shoe to be exchanged on the gift card. They email me saying they need to refund the original way of payment. But I specifically asked them This in The emails I sent them. They absolutely do not have any customer service.
I received zero shoes I lost money on the clearance shoes I could not return. And now I've given Steve Madden more money for their mistakes using my credit card. They had absolutely NO understanding and No customer service. So I am now going to return the other shoes so I can be refunded on my credit card and I will NEVER shop there again as much as I've always loved Steve Madden!!!
I've never had this experience with Any store I've shopped at online or in person! I'm disgusted. Such a greedy company. I forgot to mention I passed by a Steve Madden on 34th and saw the shoes that were "only available online" which would've avoided all this mess!!
Horrible! If you would like to shop Steve Madden please shop in person! Their online service is horrible! And the shoes take FOREVER to get to you!
I've purchased things from Aldo's and gotten in within a few days and their true to size!!
I really hope they fix their customer service and return policies! Im sad I've had this experience and I can no longer buy shoes I've always loved!
Product or Service Mentioned: Steve Madden Shoes.
Reason of review: Return, Exchange or Cancellation Policy.
I didn't like: Customer service and online returns, Return exchange policy - fraudulent.