Steve Madden — Local services in San Francisco

This store really tricks you into EXCHANGING a size via store credit. So when someone who this was a gift for returned the second pair when the second size (and the last size in store ALSO was still too big, or else would’ve exchanged. Yes we tried a 3rd pair. Who makes shoes 3+ sizes off?). They said they could only do store credit since store credit was used for the exchange.. which was only told to me after the process was done in a very roundabout way to say the ‘policy’ but keep my money. The two women working were very rude only saying “well my manager did it so he definitely explained this to you” … If he would have said, “you have the option to do return this to your card as a return and purchase this pair separately so you can still return it later” obviously I would have. But since I was exchanging the same pair for a different size, clearly I’m going to do their ‘usual method’ of exchanging an item. This year was the first year I’ve purchased the SM pass for the online discounts and will be canceling that after this experience. Imagine having this low of faith in your products that you have to trick people into taking their money? I worked in a shoe store for commission when I was 15-18 with Black Friday as my first day. I’ve worked in ecommerce for 10 years. I respect people working in all of these roles from stores to corporate, but not when they’re rude like this. Ruined a gift. Crap policies. Losing a lifetime customer over $130 dollars after just* regaining them recently is ironic. There’s also a huge disconnect between the online business and stores with everything from pricing and assortment to clearly returns and other policies (you can’t use your store credit online either). May want to consider streamlining these experiences for a proper omnichannel experience. By the way, there is nothing in signage or on the receipt that says they exchange* items for store credit. Seems like that’s just a trick for them to keep the money and not simply return your item(s). So anyone shopping here: ALWAYS return the item to your payment method even if...

I came to this store to find a gift for my wife and I was helped out by a delightful employee named Raj. Raj didn't have exactly what I was looking for, but went out of their way to help me track down what I needed at another location. The second place was able to hold the shoes for me and I was able to get the perfect Christmas gift...

i had a question about some boots & i called the store, the employee that helped me was extremely kind and helpful!! she was able to help me determine what size i should purchase, explained the return policy to me & what back ordered items meant!! will definitely shop in person again :)!! such...