Steve Madden — Local services in Atlanta

Today’s experience was a perfect reminder of why judging a book by its cover can cost you a sale.

I used to be a retail manager a long time ago, and now I’m a successful business owner. I know firsthand what great customer service should look like. I stopped by Steve Madden at Lenox Square today dressed casually—sweatpants, hat, nothing flashy—because I like to see how people treat customers when they don’t assume a big sale is coming.

When I walked in, a young lady looked right at me, then immediately said she was “going to the back.” Neither she nor the young man working the floor greeted me or offered help. It wasn’t until they saw me pulling several pairs of shoes to purchase without needing to try them on that suddenly the attention came.

The only person who greeted me from the start was Mikayla, who was already busy checking out another customer but still made sure to acknowledge me. Because of her, I wound up spending around $300 on four pairs of shoes—just like I always do when I come to Steve Madden.

Mikayla, kudos to you. Your customer service was impeccable, and you’ve earned a loyal customer who will come back specifically because of you.

For the rest, here’s the takeaway: in retail—especially for those new to the industry—you can’t judge a book by its cover. The person in sweatpants might just be your best...

The customer service is trash at best. I arrived at the store right before 8:00 which probably wasn’t a good idea on my part (but life happens). I came to pick up an online order. The salesperson asked me for my name and made me wait outside. She brought me the bag. Didn’t check to make sure I was actually who I said I was. I go sit on a couch outside to make sure the shoe fit and it doesn’t. I go back to the door to see if I could exchange. She says no because it has to be done by customer services. Then tells me I would have to buy the correct size. I’m fine with that. Then she tells me I can’t buy the other size because the store is closed. The store wasn’t “closed” when she rang up the two customers. The store wasn’t closed when she was having a conversation with me. But the store was closed when I agreed to her terms. I’m certain it won’t hurt her paycheck if I return the shoes but they will still be returned because she has horrible customer service skills. I don’t need shoes from a...

I was very happy with the customer service I received from Steve Madden at Lenox mall. As soon as I walked in I was greeted with a smile. I showed the employee the dress I was wearing for an event and what type of shoe I had in mind and she recommended a few pairs of shoes she thought would look great with the dress. I was so happy with the shoes I chose, they were cute and comfortable! I also bought a clutch purse which was really great quality that she had suggested I buy to go with my outfit. This employee did a great job, she was attentive, knew how to cross sell, and made sure that I left the...