Steve Madden UK  Avis 

Ordered gorgeous shoes on sale. Came quicker than expected (Christmas period!) and I was like Cinderella in gorgeous sparkly shoes on Christmas Day!

Received wrong shoes and size still trying to recive the correct shoes our refund. Customer service is awful. Avoid like the plague would have given a zero if I could

I ordered boots advertised with next-day dispatch because I needed them for an event. When they still hadn’t been sent, I contacted the company and they didn't rush through the order or try to honour their advertised delivery. They ended up being delivered to the wrong house. When I went to return I was over the 14-day period and they wouldn't accept it. It's also not common for a 14-day returns window in the UK (which is normally 30 days and extended for Christmas), so do watch out for this.

I ordered a handbag from Steve Madden UK on 19 December 2025, based on a clearly stated 2 day delivery promise. This was being delivered to a holiday accommodation, so the delivery timeline was non negotiable.

The parcel eventually arrived on 29 December, 10 days later. By then, I had already checked out and left the country. As a result, I never received the item I paid for.

What followed was an absolute masterclass in passing the buck. I contacted Steve Madden and Evri repeatedly, only to be told by each company to “contact the other.” No ownership. No escalation. No solution. Not even a basic level of customer care. Just scripted responses and zero accountability.

I am now back home in another country with no handbag, no refund, and no meaningful assistance from either party.

Advertising fast delivery you cannot meet, then abandoning the customer when it inevitably goes wrong, is completely unacceptable. This experience was stressful, frustrating, and entirely avoidable if either company had even a shred of competence or responsibility.

If you value your money, your time, or your sanity, do not order from Steve Madden UK, especially if your delivery has any time sensitivity. Pairing unreliable delivery with non-existent customer support is a spectacular way to lose customers and I will never order from this company again.

Bought some shoes for wife for xmas - 09.12.2025 - now being a gift she wont open till the 25.12 . . shoes too big, Steve Madden wont take shoes back as i only had 14 days! I was supposed to get my wife to try them on, then take them off, then wrap them back up! total madness! Complaint raise and Subject access request logged - to which SM have said "whats a subject access request" DOH! you waste my time and i'll waste yours, and still get a refund . . total clowns

Waiting a month still not received my shoes I’ve ordered horrible service

I purchased a pair of trainers for my daughter in the sale 2 weeks prior to Christmas, expecting there to be an extended Christmas return policy if said trainers didn't fit due to not being opened until boxing day when I saw my daughter. Unfortunately the trainers didn't fit, should of read the reviews first regards the sizing to. I contacted Steve Maddens on the 27th December to ask for a exchange/return, knly to be informed the 14 day return policy had lapsed. I explained the situation and also asked why they were the only company I knew that didn't have an extended returns policy for the Christmas period? Only to have the same message reiterated again, 14 days. I'm now stuck with a pair of trainers, that are now strangely double the price on their Web site, that I don't want and to be honest I will never use Steve Madden again and I'm sure all my reviews may enlighten a few other customers contemplating buying their over priced and wrong sized trainers. Be aware and don't be conned.

Awful experience - brought pair of trainers for my daughter at sale price of £48. Was dispatched and then scheduled for delivery by Evri who then lost the pair of trainers. I was then told by Steve Madden to purchase the trainers at the higher price of £120 and they would honour the difference. Delivery is free for the purchase of £120 trainers yet they charged me for delivery by not giving the correct difference of £72.

Just an awful experience - won't be purchasing from them again

. I placed an order during black Friday on the 26/11/2025 ,

on the 27/11/2025 your agent, BARRY, informed me that my new customer discount will be applied upon the order being shipped.

on the 8/12/2025 I was informed that there is a technical issue, and the boot is not in stock and therefore you would cancel my order, which you did.

I checked online and the boot was still showing in stock on the 8/12/2025, so I sent an email to enquire, and Evelyn sent the following email:

Hello F

Our apologies for the confusion.

If you wish to place a new order, to ensure you still receive the original discount, we will issue a partial refund once your new order is confirmed.

So I placed a 2nd order for the same boot on the 09/12/2025, I was able to put the boot in my basket and pay for it, I was informed that the black Friday discount would be honoured as it was YOUR error. I asked if my new customer discount would also be honoured for being a first time customer, I was initially told the following:

Kindly note that we are unable to combine discounts, therefore the discount code will not be applied to your order. We are only able to honor the original price paid.

I had to respond and remind you that BARRY had already informed me that the 2 discounts CAN and WILL be applied, I was then informed that:

Hello F

Please accept our sincerest apologies for the unpleasant situation.

Kindly note that I looked into this matter with the appropriate department and once the order shipped, we will be able to process a partial refund of £160.

Please allow more time for this.

Sincerely,
Evelyn

I enquired about my order on the 14/12/2025, only to receive a response today telling me the following:

Thank you for your e-mail.

Looks like your order has not been processed due to lack of stock. Rest assured, the status of your order will be soon updated and a refund should be processed in the following days back to your original payment method.

We do apologize for any inconvenience that may have occurred.

For additional questions or concerns, do not hesitate to contact us.

Sincerely,
Ivy

It is now the 30/12/2025 and I still do not have my £250 refunded. I can thank my lucky stars that the boots were out obagi k as it appears their craftsmanship is as awful as their business and customer service, I will never order from this company again, I dnt know how they got their ‘reputable’ name, I hope more people add their experience here so no one has to suffer this awful company again.

Order places on the 11 December, a few email sent from the 20-29 of December. Finally a reply that your order is out of stock and the refund will be issued in coming days.
It took them 18 days to tell me that !!! Awful service- definitely not purchasing from them anymore

Item returned 25 days ago forwarded the return receipt, still no refund. AVOID this company at all costs!!!!!!!!!!
Next step I will be contacting a Trading Standards

Ordered a pair of boots on the 20th November. The confirmation email says they ship next day. It’s now the 27th December and I still don’t have them.

I followed up twice and still no shoes.

I also requested a cancellation on the 18th December and they said they will “try and request a refund” however I still haven’t received the shoes nor the refund.

Absolute disgrace of a customer service to say it’s such a big company. Avoid ordering online, you’re better off buying in person

Take note: Company provide only a 14-day return policy, which means if buying gifts for Christmas, it's likely that you'll fall outside this if the item doesn't fit and you need to order another size. Customer service unable to extend this over the Xmas period, therefore we are left with a pair of shoes that don't fit and no refund with which to order the shoes that do. They have therefore lost our business a) because we cannot now order a new pair and b) we will never order from this company for a gift again.

Ordered a pair of trainers waited over a week before emailing for an update on dispatch to be told they’re sold out and I’ll getting refunded, checked the website and they were literally online in my size. Communication was so so poor asked for their complaints department and haven’t been given it

Ordered ankle boots which I got less than half price in the sale can’t really say they took ages to arrive as when I order goods I want them yesterday anyway like most people but they weren’t for an event I just saw a bargain as the boots were less than half price was kept totally in the know about dispatch delivery etc and the courier was very polite also can’t fault them and I’ve ordered a few things in the past from the website also again without any problems one happy customer excellent and will continue to use them as and when

Good morning,

I returned a pair of the your Epic Silver boots for £68 in a size 8 and I have not had an email to confirm the items were returned, nor have I recieved a refund for them.

I look forward to hearing from you.

Order took over 7 days to come when said ‘next day delivery’. Returned over two weeks ago with no confirmation of receiving order.
Customer services said to be patient