Steve Madden

My favorite shoe store, the staff is always on top of the customers needs. They give you advice on what shoes look good on. Also they fixed one of my scuff marks on my shoes. Definitely would say it’s my favorite Steven madden so far.

Three employees standing around talking and not helping anyone. These employees obviously don’t want to be here. Ugly overpriced shoes. We wont be back!

Never again will I shop at this store location! This store at Pleasanton is the weirdest and oddest. I’ve been in this store several times, and EVERY time the employees are always standing around bored. Today I went in, and obviously the two girls working were playing some weird stunt. You walk in, and one would say Hello, but it’s at the moment you aren’t looking at them, so you make eye contact with the person you think said hello, but you have two employees looking at you (so u don’t know which one said hello). Then as u are looking around at the shoes, once again they catch u when you are not looking at them, and one will say, let me know if you need help, so you look up and again, both girls are staring at you. It was funny, yes, but also Really really creepy weird and unprofessional. They definitely need to get a good manager in this store location. Hardly any customers are ever in this store. I always give it «one more time» to shop, but today was for sure the last time I shop of this store location. Oh by the way, I didn’t buy anything. I just wanted to get out fast.

The staff must have been replaced since the previous reviews because the 2 girls working tonight were angels! I went in about 20 minutes before they closed and tried on 4 pairs of shoes. I was warmly greeted as soon as I stepped in, and they were helpful every step of the way. Every question I had was answered, even personal style advice! I finally decided on a pair of sparkly beauties. At 8:59 when all the other stores were closing, I started rushing and the lady told me to take my time. AWESOME CUSTOMER SERVICE!!! I highly recommend this store!

I think all the people that work in this store hate their job. Every time I come in, it feels awkward. I do like a few shoes Steve Madden carries but I hate shopping at this store. I do have store credit but unfortunately that can only be used in store. I came in the other day and fell in love with a pair of pumps. They had my size (size 6) on display but when they brought out the 2^nd shoe from the back, it was a completely different size. So what does that mean? They sold someone a wrong shoe to a pair? The girl didn’t even seem phased and was completely nonchalant about the whole situation. Probably happens often for her to not even care. If only I could use my credit online…

let me first start by saying that if I could give zero stars i would! I used to work for the Steve Madden in SF so I know what it’s like to be both an employee and a customer. The employees at the Stoneridge Mall location are HORRIBLE!!! Their customer service skills are nonexistent! This is my fourth or fifth time having this same situation happen to me. The only reason I continue to visit the store is because I actually like the product. But no longer will I continue to do that! If an employee really cared about making a sale they would take the time to at least look up and say «Hey i’ll be with you in just a minute!» The whole staff should be fired and replaced!

This place doesn’t even deserve a one star but that’s the lowest option so I’ll have to go with that. Anyways, I’ve never dealt with such incompetent people before, it’s honestly the worst customer service I’ve ever received. I really don’t even know where to begin since they royally fucked up so many times.
First off, I decided to order a pair of the boundr-​s black pony in a size 9 to be delivered at my house, since they were out of my size in the store. It took the girl about 15 minutes to complete my order since she was unsure of what she was doing. The shoes were originally $ 99.85 but they were doing a back to school special which was 20 percent off your purchase, so I didn’t want to miss out on the deal. After shipping and tax the shoes were $ 92.76 and I decided to go through with the purchase anyways. When I got home (I flew back to Idaho that day) I decided to check online to see how much the shoes were and they were $ 69.98 with free shipping. So I decided to purchase the $ 69.98 shoes online, and then return the $ 92.76 shoes once they were mailed to my house. The girl who was filling out my information managed to mess up my address and email (I don’t know how she messed it up since I wrote everything down on a piece of paper for her) so I never got a confirmation email or an account so I wasn’t able to print off the return paper myself. Then, I called Steve Madden customer service, they told me I needed to call the store, called the store and the girl told me I needed to call customer service. Told the girl, customer service said I had to go through them and then she told me she had to talk to her manager and that she would call me right back. Never got a call back, so I called next day and just asked for the manager (Andrew). Finally, we got things figured out, he sent me my return paper and I mailed my shoes back for a refund. Couple days later, I have a girl call me telling me that I need to come to the store to pick up my shoes, told her they were a return and she was completely confused because Andrew the old manager no longer worked there so she had no idea what was going on. Explained the whole story to her and got things figured out once again and then was told my money would be mailed to me by check within 7 – 10 business days since I payed cash. Got my check today and only received $ 85.76 when I should of gotten $ 92.76 since that’s what I payed. I wasn’t going to write this review because I thought we got everything figured out and I thought I was getting my full refund but getting my check today and being shorted 7 dollars when she told me I would have a full refund was the last straw for me. DO NOT SHOP HERE, it’s not worth it. They are literally clueless and have no fucking idea what they’re doing. The girl who checked me out, talked to on the phone (who never called me back), set up my refund check is now the manager of the store, her name is Melissa. If you’re going to shop there at least go through someone else so hopefully you don’t have to go through this.

I will never walk into this store again. I was there yesterday and there’re was three girls and about two customers. I walked in and five minutes in I was still not acknowledged. Funny because the greeted the white lady behind me. Sorry I was not dressed up and carrying a small dog in my arm to impress the staff. They girls stood around gossiping and not tending to the customers.

I have always loved Steve Madden shoes… ALWAYS.
But I used to only buy them from Nordstrom’s. I finally walked into the actual SM store at the Stoneridge Mall and Anthony is my new savior.
He ended up moving to the San Francisco store inside their Powell St. mall. I’m literally following him there and will only buy from him. He’s the BEST.

i had a very good experience buying a $ 110 pair of heels. i called a day before to put the shoes on hold bcuz they had it nowhere else close by. i talked to talia and she said she will keep the shoes on hold til the next day for me. when i got there she greeted me with a smile and i told her that i had the shoes on hold. she helped me get the shoes and left out of there with a full satisfaction.

Their troops combat boots arent included in their current scratcher deal :(

Worse customer service EVER! Bought some shoes about 2 weeks ago came back to return them bc they didn’t go with my outfit. Apparently they went on a clearance sale– so the girl says «well we can’t do a return only an exchange» I told her and showed her my receipt that I paid $ 100 for them. She asked a manager and stated I could only exchange them for the clearance price of $ 30. WTF are you kidding me!!! This place is a joke seriously I’m about to boycott all Steve Madden stores what a pathetic joke. Not to mention this is the worse store ever the girl who even helped me looked like she was going to her second job after… the strip club! And she was such a snob about my return so what I didn’t like them I have EVERY right to return them. Ughhh pathetic

I didn’t come here expecting to buy anything, I was just perusing like I usually do and expected to walk in and walk out, as usual. But an awesome pair of boots on one of the shelves caught my eye: the Camarro, a black leather lace up with a multi-​colored lining. I was lucky enough to have stopped in on a day where they were giving away free scratchers that gave you a discount of up to 30% off. I ended up getting a scratcher worth 20% off (not too shabby at all) and, after a heavy internal dialogue with myself, decided to indulge in the hefty price tag.
After having the salesgirl find my size and immediately growing attached to the boots, I took them up to the counter to pay, only to have the girl tell me she was «so sorry», but the boots were one of the pairs that was excluded from the sale. This was a little irritating to me — when I was trying the damn things on why wouldn’t you have told me they weren’t part of the sale after having handed me the sale scratcher? Luckily the other girl was nice enough to give me the discount anyway, under the stipulation that the boots would be a final sale. Whatever. I’ll go along with your idiotic policy if it means shaving off $ 30 on these awesome, yet overpriced, boots.
On a sidenote however, I can see where the complaints about customer service come from here. I was lucky enough to have been helped by two nice (if not airheaded) salesgirls, but there was one chick who kept walking around giving people the stink eye and going through the robotic motions of pretending she was interested in helping them. It was also hard to get help at all when two girls are behind the counter and one is servicing the entire salesfloor.
A great purchase, but a mediocre shopping experience.

This is 5 stars for their customer service, not necessarily their shoes. I had bought a pair of boots and flats here a couple of weeks ago. After trying on the flats at home I realized they weren’t the right fit for me. I lost the receipt and tried to go return them. They couldn’t do anything without the receipt. Pearl was helping me and she went through 3 different days of receipts trying to find mine and never once seemed irritated in having to do so. She was helping other customers in the mean time and still made me feel like she was doing everything she could do to help me. Eventually we found the receipt and I was able to return them. Thank you Pearl!

CUSTOMER SERVICE
Two words that apparently are not in the employees’ vocabulary.
I walked in on a Sunday afternoon and these 3 girls were literally standing behind the register talking to each other. I’m sorry but I do not think that you are being paid to just stand there and talk to each other.
I was not greeted or asked if there were any specific shoes i wanted to look at.
I felt rude asking them to help me, as if I was intruding upon THEIR conversation wtf right? why should I feel rude if they are the ones whom should be helping me??? I even said excuse me because I do not like interrupting other people.
I asked her to help me find P-​Lakke and Fairport in a 6.5. She went to try to find the shoes for me but they didn’t have any in stock. I then asked if she could check online to see if they had any in stock from other stores and if she could order them for me.
She said that they couldn’t do that, I call BS on that I have been to plenty of Steve Madden stores in the Bay Area, SF, and SD that will call all other stores for you to see if they have it in size AS WELL AS help you to place the order on line and have it shipped to their store so you can come pick it up.
This store needs to hire people whom actually care about the brand, as well as people whom know how to sell the product. Having employees whom are so rude and uncouth reflect very poorly on the company.
Maybe I will come to this store again in the future to give them a second chance. HAHA JUST KIDDING. I will not.

I think this is the first single star review I’ve given on Unilocal.I really like Steve Madden shoes, but the service here is terrible. They seem friendly enough at first, but they take forever and don’t deliver (not talking about the mail).
Here’s my long frustrating story…
I ordered a pair of boots to be delivered at my house, since they were out of my size in the store. It took the girl about 15 mins to complete my order. 2 wks later, still no boots. I went into the store to see what happened to my order. 20 mins later, she finally tells me that my order was canceled cuz they ran out… a notification would’ve been nice. Then she tells me that they should be refunding my purchase. This never happened, so I called the store and they said I had to come in with the receipt. I talked to the store manager, Kevin Jones… he seemed nice and seemed to be helpful, but in the end he didn’t followed up on my request. So several phone calls later (about 4 wks after my initial purchase), they FINALLY gave me a refund. Such a waste of time!!!
Moral of the story: If they don’t have your shoe/​size in the store, just order it online and save yourself the headache and avoid dealing with their incompetency.

Terrible customer service.
Went in here with a friend and we were both shopping for shoes to wear to a wedding. We were both looking at a shelf and the sales woman came up to us and asked if we would like to try anything. I answered and said I would like a shoe in a 9 and my friend needed the same shoe in a different color in 8.
When the woman returned my friend and I were on a bench waiting and she was very polite and nice to my friend. When it was time to hand me my shoes she was awkward and said nothing. Immediatly we realized our sizes were not right and the woman keep being polite and helping my friend but ignored me. Another woman literally looked me up and down and sneered then went back to arranging shoes. I left.
I will never spend my money here.

Walked into Steve Madden, they acted like I didn’t have money… So I walked right on out… #poorcustomerservice
Too bad, I had money today too!!! Oh and I wasn’t greeted :(