Steve Madden

Terrible customer service! The stuff is rude and mean! I will never come back to this store!

Who are the gossipy haters that staff this store??!
When I walked in over the busy holiday, the store was jam-​packed, shoes and boxes strewn about and service was tough to come by. Alas, I found a group of four employees clustered about, blocking the displays and laughing aloud. It felt like walking into a mean girl party. One of them turns and asks if she can help, and I told them they were blocking the displays… at which point they all dart silent glances at each other (flashback Jr. High).
When I walked past them, I could feel their glare. I turned around to find two of them looking at me, whispering and quickly turn away. I literally couldn’t believe it! WTF people! This is a store and you are working here! Act like it!
When I finally found a meek, industrious worker, I learned that they were out of stock of practically everything. Absolutely zero reason to return.

I made a stop at Steve Madden today. I looked at some shoes of interest, but didn’t end up purchasing anything. I was kind of turned off when I had tried on a pair of tall boots that appeared to be used (they had some marks on them). Besides this, they did have some nice boots on display, but I probably wouldn’t make a return to this store.
For the record: I currently own a pair of Steve Madden shoes (which I truly love), but they weren’t purchased at a Steve Madden store.

Great service. I bought shoes for my birthday a couple months ago, rushing to get something that matched my outfit and they were of great help then. I wore them on my birthday feeling of slight discomfort but never bothered to see what was wrong and then I haven’t worn them since then. Now when I went to wear them again, I realized that the discomfort was because they were both right foot shoes. So I went the store only hoping to get a left shoe but instead they just exchange both shoes hassle free. Easiest and fast service I had in awhile.

The staff is incredibly annoying. I was looking at two pairs of shoes and they kept forcefully saying how I had to buy them. I bought two and she kept trying to pressure me to buy others. Even after I said I had the shoes I came for, they kept trying to push other ones on me. Was almost enough to put the shoes down and walkout. I ended up getting the shoes but will never shop at this location again just because of the staff.

Daisy was so helpful!!! I was in looking for shoes for my wedding and she patiently brought out 6+ pairs in different sizes for me to try on. While I was unable to find what I was looking for in my size I loved her speed and efficiency. Thanks!

Was vegan hunting for shoes or booties for bday party and found a pair I really liked.
Asked sales associate if they had vegan shoes and she said almost ALL our shoes are vegan except for one line. I tried 5 different pairs and asked again if they were all vegan she said Yes that is one thing I love about our SM… it is mostly vegan. Ok so I purchase one pair and tell her I do not need box as I was spending rest of the day walking around. No need to carry extra load for. She tells me by doing so it is automatically considered ‘final sale’ which I know and that is fine/​understandable.
Get home… smell bootie and hmm smells like cow. Look at description inside (with reading glasses) and what the??? Indeed… upper leather! Yikes! Whaaat?! :(
Gonna go back Monday (no time to go before bday party so not wearing new shoes)
If there is an issue returning these things I will be super upset to say the least. Will post an update Monday.

I just had great customer service from Margaret. She deserves a shoutout. Thanks for fulfilling my fringe fantasy. Xx

I love Steve Madden! I often shop at the store in New York and it has excellent customer service. After coming into this location twice, I can say for certain I will not be coming back. The staff are rude and unhelpful. They often seem to just ignore people they believe don’t have money (a known no-​no for high end retail– you never know who has daddy’s credit card etc.)
VEGANS BEWARE. Steve Madden often carriers nonleather shoes, as we know. But the staff here are either uninformed or unwilling to check for you. I had to go through two different employees treating me like I was an idiot before I approached the manager about the manner. She checked online for me and verified what the shoes were made out of. SHE was fantastic and an exception to their incredibly poor (or perhaps just plain rude) customer service.

The girls here are TRASH. I work in retail luxury and I would HOPE, I get the same treatment I get my clients.& for the name behind the brand these ladies work for. The customer service REALLY SUCKS. I normally shop at this location & have always seen «catty» behavior but this time was a big shocker for me. I had bought some heels on my lunch break. I was so excited to show my Manager until she pointed out that not only was the leather a little stained but the bottom of the shoe looked like it was worn on a long night down Hollywood blvd. I then went back and just wanted a simple return in hopes if I went back in with more time I would find something I would like. I got the worst attitude & the meanest. Her customer service was as bad as her extensions and colored in eyebrows. Go to the Beverly center! You’ll have a stylist that will know what they are doing.

I love the professional and genuine staff here!
I want to especially give a s/​o to Frankie and Lynn. I walked in with 2 days before a wedding and in frantic need of a VERY specific kind of black strappy sandals. They treated it like their own emergency and pulled out all the stops to make sure I found a pair I loved. What makes them SO above & beyond is this… There was a pair on sale I liked but not in my size. So they found me another very similar looking pair (full price) and honored the SALE DISCOUNT! I was blown away by their kindness!
I’ve been to lots of Steve Madden stores all over LA, but this one really tops all the others thanks to their awesome staff. You won’t be disappointed when you shop at this location.

I feel welcomed the secound i walk in!
The staff is beyond helpful&very nice.
I usually have bad customer service experiences in retail stores down the promenade, but this Steve Madden store is awesome!

Love love love! Employees are always nice, they always have a ton of selection and sizes. Clearance rack is never a miss. Found a pair of Dr. Martens for $ 20! What an amazing find! Thank you

I love Steve Madden shoes but have twice been astounded by the sloppy and unprofessional service I have received here. They sold me a pair of non-​matching shoes (two totally different styles of a black flat) and when I first tried to return it the sales clerk looked me right in the face and said they were the same shoe. I gave this store a second chance and was disappointed again when they overcharged me and I had to call back for weeks to have them refund the difference.
Save yourself the frustration and waste of time and buy the same pair from Nordstroms down the street.

Scammy store. When my issue gets resolved, I’ll delete this review.
My wife bought a purse here last weekend, and it was supposed to be 25% off. At the register, they explained that they’d lost their ability to discount stuff because their «sales system» was broken, even though they were able to make the purchase go through at full price. They said they’d refund the discounted portion.
It’s been a week and two phone calls as well as a visit back to the store. The manager Alberto explained that he can’t help the system still being down and promised to send me a coupon for my trouble. I never got the coupon — super annoying.
For $ 25, at this point it’s not about the money. I get the sense that they just do this periodically to scam tourists who flock to this location on the weekends.

Love this branch, the location is so convenient to all shoppers in the promenade. The staff are super friendly and helpful. Very informative too. Thumbs up

Shoes for men and gals

Te customer service is awful. I’ve shopped here a few times, and each time I’ve gotten a nice deal, (having to spend money first). However, lately when I’ve been going, the servers have been so sassy, especially Michael. I didn’t feel welcomed or like he was paying attention is what he was doing. He rang me up wrong three times. I’m probably not going to buy shoes from Steve Madden again.

Although this store is not the best in regards to its selection, it is my favorite!
I really like that there are all guys that work here. They are all very friendly and helpful. This store is pretty small but it is always clean. This store is located at the Santa Monica Promenade (as if you didnt know) and it STAYS busy but the guys do a good job holding it down. I can even get a great suggestion out of them every once in a while.

Hands down Steve Madden has theeee cutest boots. I’m one picky female and will not buy a pair of boots because of something so small like the stitching, trust me I’m a trip. But Mr. Madden never ever ever disappoints me. I have about 3 different pairs of tie up combat books from this location.
BUT, (there’s always a but right?) the customer service is horrible. I don’t see why these girls work in retail if they don’t like speaking to people. If you want to look pretty all day, enter some type of pageant it might work for you
** the 5 star is based on the boots