Steve Madden

Customer service was awesome.
Their shoe selection wasn’t very big… good sales!

5-​stars to manager Nicki N for incredible guest service! She really went above and beyond to help me make a return. Thanks!

In short, Peter here was EXTREMELY helpful and ended up making us very happy customers, even though the store was closing.
Here’s the long of it: My friend and I have been working for almost 2 weeks to get him the boots he wanted. He found some that he loves, but the store in San Diego, where we went, did not have his size. We ended up ordering them online to ship to his house, but even then, they had a size smaller than he wanted, and not the size he needed online. He was going to try them anyway, and they convinced us that they «run big» so that it would fit.
Well… they sort-​of fit. We knew we were going to visit San Francisco, so he brought them with him. First, we check out the Steve Madden store that is just about 2 blocks away. The guy there said no, they don’t have his size, and just offered a different pair of shoes that were the «newer version». Also, as soon as we had walked in, he had given us a coupon for a discount. Well, he ignored the discount coupon, and just did an even exchange. Although we weren’t completely happy with the new shoes, we decided that they would be «okay». Then we leave and start walking.
We then notice the nearby Steve Madden and walk up. The guy (Peter) was closing the door and really about to lock up. He was kind enough to open the door and let us in, asking us what we were looking for. I quickly just asked if he had the right size of the shoe we were looking for, trying to be quick about it. Actually, he did not make us feel rushed at all, and instead just wanted to make sure that we got what we needed. In fact, he was surprised that the other store had not called him to check if they had the size we wanted, which he did! He even called the store in San Diego to get the information from the previous purchase, and then applied the coupon we had received from the other store.
Peter truly made our day, and I would HIGHLY recommend this Steve Madden store. Thanks so much!

Incredibly fake and rude staff. The guy threw the shoe box down to me and made a snide remark when I decided not to buy them. I walked out. Whoever manages this place would want to take a serious look at the staff as whatever reputation Steve Madden might have is going down the toilet at this spot.

If I could give Angela 6 stars I happily would. I had one of the best customer service experience ever. I came in 10 minutes before they were going to close. They were extremely attentive. When I was going to check out, I had a return, a couple store credit receipts, and the receipts weren’t done correctly (previously). Angela actually listened to what the situation was, tracked down old transactions numbers, found the problem, and figured out how to override the system in order to accommodate me. All, this with a SMILE even though it was 30 minutes after closing time. Great customer service is a rarity nowadays and Angela certainly has it!

I was about to start a new job the next day and I realized that I did not have very comfortable shoes for long distances of walking ahead of me — I had flats but my feet die after hours of walking in them and I had sneakers but I thought I shouldn’t go to work on my first day wearing sneakers. Hence, I ran into this Steve Madden in hopes of finding discounted boots as a compromise.
I ended up getting the Wrigley black leather boots. The boots were half off so I paid about $ 50 for them which is not bad. The boots were however final sale so just check with the sales folks first before you buy.
The store layout is a bit odd and rather cramped. I would advise not bringing in a large group here.

So it’s been a year, but their customer service definitely improved. I’m glad, hope they keep it up!

I have a more complex situation– bear with me. I’ve have worked in retail for many years. I understand that the most important thing at the end of the day is that the customer should be happy with the product they purchase and the service provided. This was my third Steve Madden shoe purchase last year. I went to the Steven Madden Store in the Westfield Shopping Center which was in the vicinity to purchase a pair of boots. Although they fit, I later wanted to go up a size (which I had already tried on) to wear thicker socks. The Westfield location no longer had them in stock, so I went to this location on Grant St. There was no need to try on the 8 since I had already tried them previously. A few weeks later I wore them to the movies at night and then again during the day time that week. That day, I noticed that the boots were noticeably two different colors. I tried to suck it up, because I had already worn the boots. I wore them once more and noticed that the color difference became more pronounced with the stretching from the wear.
Unhappy with the purchase, I called Richard, the store manager at the Westfield Shopping Center Steve Madden, and explained my situation. Richard was so accommodating, agreeing to an exchange due to the defect. When I brought in the pair of boots, they did not have another 8 :0(. He kindly checked the Grant store which still had a 7 ½ in stock that fit, even though I preferred a larger boot.
I trucked over to this location to meet Allison, the store manager. All was scored away with Richard, but when Allison checked the soles of the boots she made an unpleasant expression. I asked her if there was a problem. She responded that Richard was making exceptions «across the board» for me, and that she wanted her customers to leave happy. (Which I had already explicitly stated I appreciated.) She continued with her remarks saying «I don’t understand why you didn’t notice they were two different colors.» I explained I had already tried on the size before, that the color became more pronounced once I wore them, and the initial time I wore them was at night time. She continued, «Next time you should check them before you wear them.» Maybe next time she should be more considerate when a brand she represents makes a pair of boots that are different colored. Why did I need to reexplain my situation? Then she added, and «I also see that you had made a previous exchange» (they were still in their original condition when I exchanged them for a bigger size).
How was any of this relevant? Where was she going with this? Why was it necessary if they already agreed to exchange them? Would she have been able to sell a pair of unworn defective boots otherwise? I wondered why we were engaged in such an unsettling exchange. At that point I felt like relinquishing the boots without the exchange. Her customer service was so terrible that I wanted to leave the boots. I didn’t care about the money! I cared more about being able to have a pair of the same colored boots that could wear. It was too difficult for Allison to execute the transaction with a customer in a respectful manner. I ended up leaving with the 7 ½ with a bad taste in my mouth. No initial animosity was intended for Allison, but she made it very personal. Very unfortunate. One well deserved star for this store’s horrible customer service.

5 stars to Rachel! Her customer service skills were off the chain today. I normally avoid this steve madden because the girls there NEVER acknowledge me and give off an unenthusiastic vibe.
Rachel on the other hand took me around the store, listened to me describe the shoe I wanted, and was able to locate the most perfect boot.
I need to memorize her work schedule because I will ONLY go in when she is there.

4 out of 4 stars go to Richard, the manager. He’s the hero in this story. A story of lost packages, of people who say they’ll do something but then don’t, a story of how one dedicated man fought ’til the end to ensure that this Steve Madden customer would get what she paid for, and perhaps, come back for more. Cheers Richard… the saga is over!
Back story: I’ve got serious boot envy, and find myself walking around the city just staring at people’s feet. Where do they FIND these adorable boots? Apparently, lots of them find them at Steve Madden because they make great copy cats of the designer splurgies. Off I go…
I popped in during their winter sale (a REAL sale, I must say), and found at least 5 boots I wanted to take home, but settled on one pair. They didn’t have them in my size but offered to have them shipped from another store. Long story short, 3 weeks later and still no boots. I called the store to see what the story was, and Richard solved the mystery for me: UPS lost my boots. I was fully expecting him to just say «sorry, it’s out of our control».
But no! Richard offered to have a new pair shipped, overnight. Wow! Stunned. Even though it took another week for them to actually arrive (because his colleagues who were supposed to overnight them didn’t), Richard persisted and at last… those black beauties are living happily ever after on my feet (thanks to some Dr Scholl’s enhancement).
Richard, your work has paid off! THANK YOU!

Wanted to do some browsing and stopped by Steve Madden. They are having a huge sale. Buy one get one 50% off, 30% or 50% off selected merchandise. Customer service was welcoming without being overbearing. An associate welcomed us and another thanked us when we left. It’s a pet peeve of mine when the sales associates are overbearing by asking you if you need help a million times in the store. I think it interrupts thd shopping experience for the customer. Steve madden got it right! Selection wise, it seems like they’re in between seasons so they had a little bit of everything instead of a nice selection of spring shoes which was what I was looking for. Still a great shoe shopping experience!

Funny, completely opposite feedback from the last visitor. Stopped by Friday @ 5pm and there were 3 or so workers, ALL of whom were INCREDIBLY friendly, attentive and helpful to not only me, but the other customers in the store. Their selection and sizes were fantastic as well, even on sale items! I had stopped by the SM in the mall earlier that week and they had nothing left. I’m definitely shopping at this store going forward.