Steve Madden UK  Reviews 

I brought a pair of shoes from Steve Madden, Westfield. The sales person told me it was a 14 day return but that they were flexible by a couple of days (I was going away and concerned about timing). I brought the shoes in good faith. Turns out they were pretty uncomfortable so I decided to return them (unworn) but unfortunately a close family member died that week and due to funeral arrangements I couldn't get to the shop until 1 day after the return date.
1 day.
15 days in total and I had a receipt to show the same. I explained the situation to the sales person (ISABEL) who said 'the policy is the policy, so no we won't accept a return'. She checked with her supervisor (NEHA) who said the same. I asked to see the supervisor, but I was told I couldn't.
Isabel said 'I take responsibility for what the other salesperson told you - but the policy is the policy'. Sooo...not taking responsibility at all then. Admitting the mistake and making the customer pay for it, despite them having lost a close family member.
Isabel is a truly unpleasant person. I'm not sure I've ever met someone so passive aggressive, rude and insensitive.
Neha, who I never met, is obviously a terrible supervisor if she won't come to meet a customer who has a concern.
Not to mention the staff member who incorrectly told me that there was flexibility on the return date.
These are the Steve Madden representatives. What an awful company to have a returns policy like this and employ such unpleasant people.
It is clear from previous reviews that the quality is very poor, but I would urge you to stay away more because of the incredibly nasty staff and pathetic returns policy.

Had high hopes but very disappointed with the quality. Purchased these for my wedding shoes but didn’t even close properly and really bad quality. Wish I read the reviews first.

Great service. Arrived on time. Product is as shown and described.

DO NOT PURCHASE IF YOU LIVE IN NI OR N SCOTLAND. If so they don’t offer a standard return, you have to contact customer service to await a DPD collection and they haven’t returned my email.

Awful quality and overall expensive made even worse by terrible customer service.

Last season I bought a pair of boots worth £200. Within 7 months and less than 10 wears the heel on the boot broke. Prior to this, within the first 2 wears the base of the heel had started wearing. I contacted the company to be told there is nothing they can do as it’s outside their 6 months warranty.

No matter the cost of an item it should last more than 10 wears, but especially when valued at £200. Clearly a fast fashion company that doesn’t care about the standard or quality of their items.

I purchased a pair of shoes for my wedding from Steve Madden which arrived with signs of wear and a clearly visible fault. After multiple emails and messages via social media went ignored, they finally responded — but only after I escalated the issue through PayPal.

Their response was incredibly dismissive. I was told they don’t issue return labels for Northern Ireland, despite actively selling to customers here. Instead, they offered a DPD collection, which I agreed to — yet I’ve been waiting days with no confirmation or update, so I’m still left wondering what’s happening with my return.

To add insult to injury, they implied that offering to collect the faulty product was a “favour” because it’s free — when a return should be standard practice for any faulty item.

This experience has been frustrating, unprofessional, and unfair, especially for Northern Ireland customers who clearly aren’t given the same level of service. I expected far better from a brand like Steve Madden.

Fast delivery and lovely trainers

I love their trainers. Had 2 pairs and they are the most comfortable pairs I own. Never let me down. Used them for years

Received a pair of trainers that we're £120 as a gift & have been worn 3 times so literally like brand new & the stitching on 1 trainer has all come away, absolutely terrible quality for the price & they can't offer a replacement or refund as this is "normal wear & tear", definitely don't recommend!

Ordering and delivery was swift! Very happy with product! I look stylish!

Bought for my wife. Perfect for the occasion and are a comfortable fit.

Wish I'd read these reviews before spending £160 on an unwearable pair of boots. They shredded my heels and are super uncomfortable. The website invites reviews on the product page but clearly doesn't publish them if they're remotely critical. First and last purchase from here :(

I ordered the leopard print trainers. They're so comfortable that I ordered another pair in a different colour.
They delivered promptly.
I would definitely say they're true to size, which is good for me, because my feet are wide. I love them.

Great service - fast delivery and good quality boots at sale price, really pleased!

Had a Steve Maddern bag given to me for Christmas disappointed that after less than 8 weeks the zip has broken and the bag will now have to be thrown away quality not that good contacted them but because I dont have an order number or any info on it as it was a present there is nothing they can do so feedback is not the best customer service and bag quality not good

Bought a pair of boots several wks ago, and it said on the website that they were leather uppers, only to find out when I got them that they were actually synthetic. Very disappointed as I wouldnt have purchased if id have known. Tried to return but the only way to do this is if you have your own printer, doesn't give you the option of sending a QR code and having it printed at your drop off point. Got in touch with customer service, only to be told I could try printing it off somewhere that has a printer. Thanks so much for all your help, NOT!! Give people more options when it comes to returns, and don't lie about what your boots are made from. Thinking they're a quality leather boot, when they're actually plastic. Will never place anymore orders with this company.

Arrived within 48 hours. Well packaged and super happy with them.

I ordered a pair of ladies high heels, I received a pair of kids trainers. When I request a return/refund I was told to 1) Print of a Label - I don't have a printer and was then told to go to a printer shop! 2) Take the wrong item to a collection hub.
So for their mistake, I've had find and drive to a printer shop, then take the item to a collection hub!
I'll await my refund of £120 for the shoes and next time order from a more trusted brand!

Ordered a pair of shoes and the wrong pair was delivered.
Tried to contact customer services regarding this and they have no UK contact number, only webchat and e-mail.
They take 24 hours as a minimum to respond, basically they send one message a day.
Which is so frustrating as you can not have an actual conversation. It took over a week for them to tell me that they do not do exchanges, I would have to send the shoes back, get a refund and re-order.
This also meant that I would have to pay for shipping twice.
Moreover, what was alarming was they could not explain why this happened and they could not guarantee the right pair of shoes would be sent if I was to re-order, meaning this issue could happen again.
Due to the lack of customer support, I lost confidence in the brand so I chose to return and purchase shoes elsewhere.
No remorse was shown, no care for the inconvenience and very little, if any support from their customer support.
This is a shame because even though the wrong pair was delivered the quality of the shoes was really good.
I would have loved to have had the shoes I wanted.
However, I will not be shopping with Steve Madden again. I would advise trying to find a store that physically retails them if you wish to buy.