By A on April 28, 2026 Verified by Google

Lol wish I would have read the reviews first. Bought a $120 pair of shoes that started falling apart the next day. Spoke with manager Tatiana and she was very unfriendly. They won’t return the shoes, so it was a waste. They sell this brand at Nordstrom rack, DSW, Macys, Dillards, and they have them 50% off frequently, so check there first! Just know they don’t make quality shoes, they’re not comfortable and you’ll only get a couple wears, but they are cute!

By Patricia Condry on February 15, 2026 Verified by Google

Poor quality. I bought it on November 28th, and since the return policy is only 30 days, they won’t accept a return even though the product has issues!

By Jen Alex on November 15, 2025 Verified by Google

I tried returning boots I purchased one week ago after realizing they were too tight to wear. The manager said they were worn and couldn't be returned. Yes, they were worn when I tried them on and have dust particles on them. Perhaps, if SM kept there floors clean that would happens. All she had to do was wipe it and it would be able to re-sale.

Also, please do not call be hon or sweet, it's unprofessional.

Overall unpleasant experience and would not return here.

By Tricky D on August 2, 2025 Verified by Google

recently purchased a pair of Ondre Tan Suede loafers from your store, and unfortunately, the sizing runs extremely large. After wearing them for less than two hours and realizing how poorly they fit, I decided to return or exchange them.

When I visited the store, I found the staff disengaged and unprofessional, seemingly more interested in fooling around than helping customers. I explained the issue to an employee named Catalina, showing her how the loafers were clearly too big on my feet. Despite the condition of the shoes and the short time I wore them, she was extremely rude and flatly refused to process a return or exchange.

This experience has been frustrating and disappointing. Between the poor product fit and the lack of customer service, I’ve decided I will not be purchasing Steve Madden shoes again.

By Xo Lee on June 10, 2025 Verified by Google

I had the most cringe-inducing experience at this location with the manager, Tatiana, and a young store associate on Wednesday, June 4, 2025. I had purchased two pairs of sandals for my birthday from another location; one pair was a gift for a friend but they were a half-size too big. The other pair was defective and had torn the skin off my right foot. I called the original location and informed them of what had happened. They stated that when I got back to town, I should bring them in for a one-time exchange. However, I still had four more days left on my vacation and needed to exchange them immediately. I contacted customer service, and they said I could go to any location to exchange the sandals. When I entered the International Plaza location, Tatiana was fixing her hair in the mirror. When I approached the checkout, she greeted me as if I were a bother. I showed her the pictures of my foot and what the jelly sandals had done. I then informed her that I had spoken with the original location and customer service. She began belittling me by asking for their phone number and everyone’s name I had spoken with. I told her I didn’t even know her name. She started making fun, and I told her all I wanted was an exchange. The other associate told me to calm down. Having worked in customer service and retail for years, I informed the young associate that you do not speak to a customer that way during an escalation and she should go ahead and check if my requested sizes were in stock. Tatiana began taking pictures of the sandals and denied my request for the exchange again. She started texting someone, and I asked her for her area manager or district manager's contact. She refused and continued sending text messages. She then stated that the system was new and my information would not pull up. I told her that the other store said the same thing and had created an account that my number and email are associated with. She went on and said she would do the exchange one time. I picked out a new sandal, and she said it was not part of the sale. Every sandal I picked out, she stated wasn’t part of the sale. Then I asked her to come show me the shoes that were part of the buy one, get one 50% off sale. She started doing a hand motion but refused to assist me until I asked a third time. She came around, started grabbing sandals, and making snide remarks like, “I don’t recommend that because of your foot,” “not that either because of your foot,” and “you say your foot, so not those.” My 8-year-old got up and asked me if we could leave because she was rude. I ended up getting the same sandal I purchased for my friend, and Tatiana immediately started stamping my receipt with "final sale" three times. You could hear the stamp so loudly that I had to tell her I hope she doesn’t treat any other customers the way she did me. Her response was, “Have a great day.”