Steve Madden
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Steve Madden is struggling across nearly every customer experience dimension. Shoppers consistently report damaged or peeling footwear, ignored emails and unanswered phones, and refund disputes that drag on for weeks. A small minority praise specific in-store teams at Woodmead and Mall of Africa, but the dominant narrative is of an unresponsive brand failing on quality, fulfilment, and post-purchase support.
TrustIndex
2.2
NPS Score
-100
Recommended: Unlikely
Sep '25 - Aug '26
Based on recent customer reviews, Steve Madden is struggling across nearly every customer experience dimension. Shoppers consistently report damaged or peeling footwear, ignored emails and unanswered phones, and refund disputes that drag on for weeks. A small minority praise specific in-store teams at Woodmead and Mall of Africa, but the dominant narrative is of an unresponsive brand failing on quality, fulfilment, and post-purchase support.
Steve Madden has a TrustIndex of 2.2 out of 10 on Hellopeter, based on 43 reviews in the last 12 months. Hellopeter has tracked Steve Madden across 280 total reviews. How is the TrustIndex calculated? →
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jun 2017
I ordered online my items, unfortunately the address I put was incorrect which resulted in my purchase being sent back to the supplier by the courier company (Ram)I went into the store Steve madden mall of the south,where the manager took an initiative to help me,she sent an email,within an hour I got a call from Steve madden,to reassure me they will send back the order if I wasn't keen on refund,today I got one of my items delivered I'm really grateful for the assistance I got at Steve madden mall of the south
1 reviews | Active since Jun 2017
I ordered online my items, unfortunately the address I put was incorrect which resulted in my purchase being sent back to the supplier by the courier company (Ram)I went into the store Steve madden mall of the south,where the manager took an initiative to help me,she sent an email,within an hour I got a call from Steve madden,to reassure me they will send back the order if I wasn't keen on refund,today I got one of my items delivered I'm really grateful for the assistance I got at Steve madden mall of the south
1 reviews | Active since Dec 2022
Order number: *** I am lodging a formal complaint regarding an unresolved refund for items purchased from Steve Madden using PayJustNow. I purchased items from Steve Madden in January 2026 and returned them within the permitted return period (approximately two weeks later). By the time the return was processed, two PayJustNow instalments had already been deducted from my account: First instalment: 22 January 2026 Second instalment: 15 February 2026 PayJustNow reversed the second instalment on 15 February 2026. However, the first instalment deducted on 22 January 2026 has never been refunded. I contacted PayJustNow in March 2026 and was advised that they can only process refunds upon instruction from the supplier. I then escalated the matter to Steve Madden on 24 April 2026, where I was informed that they had already refunded PayJustNow and that I must follow up with them. I am now caught between the two parties, each referring me back to the other, while my refund remains outstanding. This is unacceptable and has caused unnecessary inconvenience and financial prejudice. I formally request that Steve Madden and PayJustNow liaise directly with each other to resolve this matter and ensure that the outstanding first instalment is refunded without further delay. Proof of return, payment deductions, and correspondence can be provided upon request. Should this matter not be resolved urgently, I will have no option but to escalate it further through formal consumer protection channels. I request written confirmation of corrective action and timelines for the refund.
1 reviews | Active since Dec 2022
Order number: *** I am lodging a formal complaint regarding an unresolved refund for items purchased from Steve Madden using PayJustNow. I purchased items from Steve Madden in January 2026 and returned them within the permitted return period (approximately two weeks later). By the time the return was processed, two PayJustNow instalments had already been deducted from my account: First instalment: 22 January 2026 Second instalment: 15 February 2026 PayJustNow reversed the second instalment on 15 February 2026. However, the first instalment deducted on 22 January 2026 has never been refunded. I contacted PayJustNow in March 2026 and was advised that they can only process refunds upon instruction from the supplier. I then escalated the matter to Steve Madden on 24 April 2026, where I was informed that they had already refunded PayJustNow and that I must follow up with them. I am now caught between the two parties, each referring me back to the other, while my refund remains outstanding. This is unacceptable and has caused unnecessary inconvenience and financial prejudice. I formally request that Steve Madden and PayJustNow liaise directly with each other to resolve this matter and ensure that the outstanding first instalment is refunded without further delay. Proof of return, payment deductions, and correspondence can be provided upon request. Should this matter not be resolved urgently, I will have no option but to escalate it further through formal consumer protection channels. I request written confirmation of corrective action and timelines for the refund.
1 reviews | Active since Oct 2025
disappointment with a pair of heels I purchased from Steve Madden last month . Today was the very first time I wore them, and unfortunately, they were already damaged after just one use. This was extremely frustrating, as I expected better quality and durability from Steve Madden products.
1 reviews | Active since Oct 2025
disappointment with a pair of heels I purchased from Steve Madden last month . Today was the very first time I wore them, and unfortunately, they were already damaged after just one use. This was extremely frustrating, as I expected better quality and durability from Steve Madden products.
1 reviews | Active since Mar 2009
Steve Madden, you guys are amazing. I have made several purchases over the past few months and would highly recommend your brand. You offer great value with awesome customer centric service. Thank you!
1 reviews | Active since Mar 2009
Steve Madden, you guys are amazing. I have made several purchases over the past few months and would highly recommend your brand. You offer great value with awesome customer centric service. Thank you!
1 reviews | Active since Mar 2021
We ordered 3 prs of shoes consecutively while just needing 1 proper pair. Shoes#1 ORDER NO *** - returned needed smaller size.Refund received 3 weeks later (1 week after store swap) Shoes #2 ORDER NO *** - Same shoes smaller size came used and damaged. Took longer than 1st pair to collect and we are still awaiting confirmation of return as well as refund status. Shoes #3 ORDER NO. *** - disillusioned with previous shoe style we order different one.Shoes came brand new but with major visible defects e.g part of sole totally torn away from bottom of shoe. We called customer service - no answer; we email - ignored. We then gave to uber to CW store to return item.Manager swapped for undamaged one after persuading us to not return.We honestly had no other choice cos daughters graduation was 3 days away and with no refunds received and no additional money to spent at different store; we took the swap. Their online service treated 1st complaint well but totally tucked afterwards up till now. 4 pairs of shoes and almost R6000 later!!! Unemployed widowed mother with student daughter!!!!We feel like we've been ****med; honestly!!!!
1 reviews | Active since Mar 2021
We ordered 3 prs of shoes consecutively while just needing 1 proper pair. Shoes#1 ORDER NO *** - returned needed smaller size.Refund received 3 weeks later (1 week after store swap) Shoes #2 ORDER NO *** - Same shoes smaller size came used and damaged. Took longer than 1st pair to collect and we are still awaiting confirmation of return as well as refund status. Shoes #3 ORDER NO. *** - disillusioned with previous shoe style we order different one.Shoes came brand new but with major visible defects e.g part of sole totally torn away from bottom of shoe. We called customer service - no answer; we email - ignored. We then gave to uber to CW store to return item.Manager swapped for undamaged one after persuading us to not return.We honestly had no other choice cos daughters graduation was 3 days away and with no refunds received and no additional money to spent at different store; we took the swap. Their online service treated 1st complaint well but totally tucked afterwards up till now. 4 pairs of shoes and almost R6000 later!!! Unemployed widowed mother with student daughter!!!!We feel like we've been ****med; honestly!!!!
