Steve Madden Europe Reviews 1,385

I ordered a bag as a gift for a friend. The bag had a defect so we decided to return it in order to buy another one. We paid the return fee and we had to choose from only one courier company, UPS. Unfortunately, UPS is not operating in the city we live. Therefore, we contacted the customer support service in order to find another shipping method. The customer support employee asked us to provide pictures with the defect of the bag. After we did that, the employee told us that the return fee will be refunded, but my question about the courier company was never answered even though I asked the same question for four times. I still don’t have a solution to my problem, maybe because my question was ignored or misunderstood even though I made myself very clear. In conclusion, I am disappointed of the customer service skills of handling a simple problem of their client.

Good quality product. Fast shipping. And carefully packed.

The bag i’ve been waiting for two weeks to get delivered to me came broken.

The shoes I orded are beautifull. But a mistake was made and 2 orders were made, so also 2 invoices. I received 1 pair of shoes and have been trying for a month! to get in touch and find a solution, but they constantly indicate that it is too busy. In the meantime, there are 2 accounts open, while I have only ordered and received 1 pair of shoes. :(

I like the fresh designs from your label.

I waited almost 2 weeks to receive my package and unfortunately received the wrong product. I was also very disappointed by the Customer Service.

Bad qualitie

AWFUL CUSTOMER SERVICE.
Bought a christmas present 29th November for girlfriend. Trainers are too small and they refuse to exchange them. Almost every company will allow extra days during xmas period.

I am beyond disappointed with Steve Madden’s service. I ordered a pair of shoes on November 25, 2024, during their Black Friday sale, intending it as a birthday gift for a friend. Not only did my order not arrive on time, but I had to chase their customer service multiple times for updates. Each time, I was given vague excuses about "logistics issues" and promised dispatch emails that never arrived.

After waiting for over a month and following up repeatedly, they abruptly canceled my order on January 06, 2025, citing it was "out of stock." How does a product that was supposedly in stock when I paid suddenly become unavailable after weeks of delays?

To make matters worse, I paid a delivery fee for a product that wasn’t delivered. Despite their promise of a refund, the entire experience has been a complete failure in customer service.

Steve Madden’s handling of this situation reflects poor management, lack of accountability, and total disregard for their customers’ time and trust. I expected better from such a reputed brand, and this experience has left me questioning if I’ll ever shop with them again.

Save yourself the frustration—think twice before ordering from Steve Madden!

On 25/11/2024, I placed an order for two pairs of shoes from Steve Madden, hoping to receive them ahead of my holiday. Despite their promised 3–5 day delivery window, the items were not delivered, and the company failed to provide any communication regarding the delay.

Frustrated, I requested a cancellation, but Steve Madden refused to honor it. Over the course of 20 emails, they neither confirmed the cancellation nor attempted to deliver the items. Thankfully, I had paid via PayPal, so I filed a complaint. Steve Madden failed to respond to PayPal, and the dispute was ultimately resolved in my favor, with PayPal refunding my money.

To make matters worse, Steve Madden finally sent me an email confirming the cancellation 36 days after my initial request—two days after PayPal had already closed the dispute in my favor.

This experience has been beyond disappointing. I would strongly advise against placing an order with this company.

Not okay. I ordered shoes and received completely different ones. I sent them back but I had to pay for the return myself.

I love the style and design of the shoes, but they are very overpriced. I ordered some shoes in the Black Friday sale. They took a week to dispatch which is long time, but I understood that this must be due to busy periods. I then had to return them as they didn’t fit. (The shoes come up small, so I would advise ordering a size bigger.)

The price of the shoes had gone up as the sale had ended, but a customer service advisor via email told me I could re order and they would refund me the difference. I did this, but it took several other advisors to understand what had happened for me to be processed the refund.

The 2nd pair of shoes never arrived due to a fault with DPD. Awaiting a full refund (hopefully this is processed quickly as my payment is due in 4 days with Klarna.)


If you do want a Steve Madden item I would suggest ordering of a third party website such as House of Frazers as you might get better delivery and service.

I ordered a steve madden bag 5 weeks ago for a Christmas present for my daughter, 5 weeks later, bag still hasn't been dispatched, I requested a full refund 1 week ago and I still havnt received refund, customer services is disgusting.

Excellent service, delivered on time❤️

I dropped off my package at Steve Madden’s designated return location two months ago, and they still won’t issue a refund! They chose and contracted DPD as the courier, but now DPD cannot locate the package. Even with proof that I returned it, Steve Madden continues to string me along with generic and unhelpful responses.
Since I didn’t pay for DPD’s services, I can’t even escalate the issue with them directly—it’s Steve Madden’s responsibility to resolve this with their contractors. The only time I got them to shift from their useless, surface-level responses was when I told them I’d file a formal complaint with the EU’s Online Dispute Resolution Platform.
I actually liked their shoes, but after this stressful and frustrating experience, I can’t trust them with returns anymore. I won’t risk going through this again.

Presumably the soles of my booties broke due to a production error. Just where a lot of force is exerted on the sole, it is hollow. Even though the warranty period was over, Steve Madden should have taken responsibility. I have been a loyal and usually satisfied customer for many years. A production error can be claimed by SM from the factory. So why not a discount or other compensation for me?

I am happy with the two pairs of shoes I bought but I am not happy at all with the return policy. I had to pay 10 EUR online to drop off the package at the post office. I will not order anymore from the brand as long as the policy has not changed. Ten euros for a 50 pair of shoes is definitely too expensive.

I ordered a pair of shoes on the 23rd of November as a Christmas present. I was told 3-5 working days for delivery and have NOT received my parcel- nearly a months gone by! This site is absolutely scandalous and horrible horrible customer service. Completely unprofessional and unacceptable. No help at all from any staff and have now been told my order has been cancelled via online chat!!!! NO EMAIL confirming this and no idea when i’m getting my money back! As it was NOT CHEAP I TELL YOU! I am disgusted and will never be buying from this company again. Good day sir.

I really liked the sneakers I’ve bought in the sale last month! A very good quality forma good price. I was a little disappointed as well, because Steve Madden is the only brand I need to order 2 sizes smaller than I’m used to. But that’s no problem, I’ll buy the right size next time. What I really don’t like about my order is the load of newsletters and commercial messages I received after I bought some shoes. But in general I really like the collection sneakers.