SM
Steve Madden
Claimed Business
SM
Rated in:
Scores reflect the Overall AI Score for each category
AI Review Summary
Based on recent customer reviews, Steve Madden South Africa faces severe criticism across virtually every aspect of the customer experience. The overwhelming majority of reviews describe poor product quality, unresponsive customer service, failed deliveries, and adversarial refund processes. Only a handful of positive reviews highlight specific in-store experiences and product satisfaction, which are vastly outweighed by systemic complaints about the brand's online operations, communication failures, and product durability.
Top Strengths:
- •Product Quality & Value: A small number of customers praise the stylish designs, comfort, and quality of specific footwear purchases, with one customer describing being 'obsessed' with the brand's excellent quality.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
TrustIndex
0
Ranking
#13
in Fashion & Clothing
NPS Score
-87
Recommended: Unlikely
Review Distribution
1.3|61 Reviews
May '25 - Apr '26
5(7.1%)
4(0%)
3(1.8%)
2(3.6%)
1(87.5%)
5(7.1%)
4(0%)
3(1.8%)
2(3.6%)
1(87.5%)
Recent reviews (61)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencetS
taryne S
1 reviews | Active since Jan 2020
16 Mar 2026, 06:35
Steve Madden online *******
missing item company say im lying item was in the bag without any thorough investigation, as it is a chomie chomie thing happening between couriers and the team at steve madden, I paid R799 for something that was not in my bag, and the team after numoures emails they decided to say I am lying the out come is not as I hoped , I only wanted the thights back that i paid for
Helpful (0)
|Replies (0)tS
taryne S
1 reviews | Active since Jan 2020
16 Mar 2026, 06:35
Steve Madden online *******
missing item company say im lying item was in the bag without any thorough investigation, as it is a chomie chomie thing happening between couriers and the team at steve madden, I paid R799 for something that was not in my bag, and the team after numoures emails they decided to say I am lying the out come is not as I hoped , I only wanted the thights back that i paid for
0
Replies (0)KR
MM
Mmaphela M
1 reviews | Active since Jan 2020
9 Mar 2026, 08:47
Poor customer service
Ordered a pair of heels on the 3rd of march no communication their customer care number 0873510634 doesn't go through not even answered.
Helpful (0)
|Replies (0)MM
Mmaphela M
1 reviews | Active since Jan 2020
9 Mar 2026, 08:47
Poor customer service
Ordered a pair of heels on the 3rd of march no communication their customer care number 0873510634 doesn't go through not even answered.
0
Replies (0)SG
Sandi G
1 reviews | Active since Jan 2020
19 Feb 2026, 11:06
Poor quality
Poor quality.... They do not want with refund saying it will take days.... But the shoes are literally 21 days with me and I don't wear them daily. Sole is broken, shoe is cracking and peeling off already and I have never washed them
Helpful (0)
|Replies (0)SG
Sandi G
1 reviews | Active since Jan 2020
19 Feb 2026, 11:06
Poor quality
Poor quality.... They do not want with refund saying it will take days.... But the shoes are literally 21 days with me and I don't wear them daily. Sole is broken, shoe is cracking and peeling off already and I have never washed them
0
Replies (0)PG
Pre G
1 reviews | Active since Jan 2020
19 Feb 2026, 08:24
STEVE MADDEN ****MERS!!!!!
DO NOT SHOP AT STEVE MADDEN ONLINE! THEY ARE ****MERS AND WILL NOT REFUND YOU IF YOU HAVE A RETURN!!!! I REQUESTED A RETURN ON A PAIR SHOES THAT WAS SENT TO THEM IN ITS ORIGINAL PACKAGING AND BOX AND THEY LIE AND SAY I SENT IT WITHOUT A BOX JUST TO GET OUT OF REFUNDING ME! WORST CUSTOMER SERVICE EVER AND SO UNPROFESSIONAL AND ***********. BEWARE GUYS DO NOT PURCHASE FROM THEM BECAUSE THEY WILL NEVER REFUND YOU SHOULD YOU HAVE A PROBLEM. WORST EXPERIENCE EVER! AND I SHOP ONLINE FREQUENTLY AND NEVER EXPERIENCED THIS KIND OF DISGUSTING AND APPALLING SERVICE BEFORE.
Helpful (0)
|Replies (0)PG
Pre G
1 reviews | Active since Jan 2020
19 Feb 2026, 08:24
STEVE MADDEN ****MERS!!!!!
DO NOT SHOP AT STEVE MADDEN ONLINE! THEY ARE ****MERS AND WILL NOT REFUND YOU IF YOU HAVE A RETURN!!!! I REQUESTED A RETURN ON A PAIR SHOES THAT WAS SENT TO THEM IN ITS ORIGINAL PACKAGING AND BOX AND THEY LIE AND SAY I SENT IT WITHOUT A BOX JUST TO GET OUT OF REFUNDING ME! WORST CUSTOMER SERVICE EVER AND SO UNPROFESSIONAL AND ***********. BEWARE GUYS DO NOT PURCHASE FROM THEM BECAUSE THEY WILL NEVER REFUND YOU SHOULD YOU HAVE A PROBLEM. WORST EXPERIENCE EVER! AND I SHOP ONLINE FREQUENTLY AND NEVER EXPERIENCED THIS KIND OF DISGUSTING AND APPALLING SERVICE BEFORE.
0
Replies (0)BM
Busisiwe M
1 reviews | Active since Jan 2020
3 Feb 2026, 09:40
Best shoes
Recently bought Steve Madden footwear and I’m obsessed. The quality is excellent, they’re stylish, and surprisingly comfortable. Definitely worth it ✨ #SteveMadden
Helpful (0)
|Replies (0)BM
Busisiwe M
1 reviews | Active since Jan 2020
3 Feb 2026, 09:40
Best shoes
Recently bought Steve Madden footwear and I’m obsessed. The quality is excellent, they’re stylish, and surprisingly comfortable. Definitely worth it ✨ #SteveMadden
0
Replies (0)AP
Adelaide Peters-Pierre
1 reviews | Active since Jan 2020
29 Jan 2026, 06:41
Steve Madden - 0 Customer Service- No company Ethics
If it were possible to rate this company a 0 I would. I purchased 2handbags and only received 1. Upon inquiry to the courier service they asked that I call the service provider as they only received 1bag. I then sent 3 emails only to later find out that it doesn’t exist yet is part of the companies emailer. Then No response from the company to the unlisted email address provided by the manager at Steve Madden Pavillion. Kwezi was supposed to provide feedback 3 days ago regarding either a replacement or a refund as they had informed head office that the stock was damaged. Due to poor service structure nothing was communicated and I received a statement for 2 bags. To date after numerous unanswered calls to customer service and The Madden store at the Pavillion I am out of pocket for a handbag I never received, no responses to emails, no one picking up the phones at the branch or customer service…. Appalling and yet companies in SA get away with this while the consumer struggles to make sense of this. Frustrated at the incompetence we have to deal with …..
Helpful (0)
|Replies (0)AP
Adelaide Peters-Pierre
1 reviews | Active since Jan 2020
29 Jan 2026, 06:41
Steve Madden - 0 Customer Service- No company Ethics
If it were possible to rate this company a 0 I would. I purchased 2handbags and only received 1. Upon inquiry to the courier service they asked that I call the service provider as they only received 1bag. I then sent 3 emails only to later find out that it doesn’t exist yet is part of the companies emailer. Then No response from the company to the unlisted email address provided by the manager at Steve Madden Pavillion. Kwezi was supposed to provide feedback 3 days ago regarding either a replacement or a refund as they had informed head office that the stock was damaged. Due to poor service structure nothing was communicated and I received a statement for 2 bags. To date after numerous unanswered calls to customer service and The Madden store at the Pavillion I am out of pocket for a handbag I never received, no responses to emails, no one picking up the phones at the branch or customer service…. Appalling and yet companies in SA get away with this while the consumer struggles to make sense of this. Frustrated at the incompetence we have to deal with …..
0
Replies (0)MS