Steve Madden

I recently came in to this location in search of a pair of basic white flats or loafers. I wasn't greeted when I came in, and honestly did not expect to be. I have come in to this location out of convenience 2-3 times before and never get greeted even though the people working the front clearly see you come in. Awkward. I found a pair of flats on sale that matched what I was looking for and luckily was asked if I needed a size. The girl who helped near the back cash area me was extremely nice and helpful. I left happy with my purchase and wore these shoes the next day. Within 15 minutes of wearing these loafers the skin on the back of my heels was very aggravated and starting to peel off. I was on my way to work and couldn't believe how painful these shoes were so quickly. I want to add that as someone who has purchased many flats and loafers in the past... some what of a "breaking in" phase is always expected with shoes like this but this was next level pain. Both of my feet were bleeding by the time I got to work and had to borrow someone elses shoes. I bled through my socks the rest of the day and my feet didn't heal for weeks. I've never in my life experienced shoes SO painful. I called the Robson store (by mistake, I googled the number and called the first that came up). I spoke with a girl on the phone and explained my situation hoping to get an exchange for a different type of shoe. The girl told me that she didn't think it was likely I could get an exchange because I had already worn them. Great. She said that she would speak with her Area Manager who was in the store that day and asked for my number so that she could get back to me. I never heard back. Overall, my experience with Steve Madden was extremely sour and I'm only giving two stars out of courtesy to the girl at Pacific Centre near the back who was actually helpful and friendly getting sizes. I still can't believe the pain those shoes inflicted on me and how long it took to recover from after only wearing them for about an hour. I won't be going back and purchasing shoes from this retailer.

TL;DR - Quality of shoes appears to have gone down hill. Management and head office do not honour what was offered by the staff at the stores. Significant wear and tear after 2 weeks of regular use is apparently acceptable according to Steve Madden. They do not have faith in the quality of their own product. Recently purchased a spare set of dress shoes and boots from Steve Madden. Within 2-3 weeks the heels of the boots had worn down over half of an inch and the toes of the dress shoes had smeared to the point it looked as though a child had performed a brush up job with pastels. When I called the store I was advised that they could swap the boots with a more durable heel and the dress shoes for the same pair that would hopefully not smear. I asked if it was possible for me to come in 2 weeks later (5-6 weeks after the shoes were purchased) as I was heading on vacation the next day. They said this was fine. I returned to the store after 2 weeks. The staff were in the process of swapping the shoes when the district manager instructed them not to. His reasoning was that this was normal wear and tear, despite having been offered the exchange. He suggested I purchase different pairs which he would provide a 20% on. I am finding it difficult to agree that it is acceptable for shoes to wear down so significantly within 2 weeks. No shoes I have owned in the past have worn down so quickly.

If you need to buy Steve Madden shoes, this location is highly recommended! The associates here seem to have more knowledge and customer service than elsewhere. Walked in pacific center loc Monday morning and 3 girls rounded up by the cashier. 1 on her phone and 2 of them chatting away. My husband and I were interested in trying a couple of styles but one girl on her phone made eye contact but looked away as she noticed I was holding a shoe. I walked over asked her to grab me a size and she puts it down without opening the box. Another customer witnessed how rude their service was and had suggested that we walk over to the Robson location instead. This location was 10x better. We were instantly greeted by 2 associates who again were pre occupied behind the cashier but the girl who seemed to be the general manager approached us shortly after. She was extremely helpful, suggesting other styles and providing better comfort for the shoes! I walked out with a pair and a great experience!

Went in this past Sunday. Looking for a new pair of dress shoes. Asked the male staff member about a pair that was on clearance. He told me that they probably didn’t have my size and proceeded to shoes me a pair that was over $200. I asked if I could try on the clearance pair, he then told me that he doesn’t recommend them because they were out of style. He Didn’t bring me my size until I insisted. He had already moved on to another customer. I tried the shoes on and they fit great. He then asked another associate to ring my purchase through as he was busy helping someone else. If they hadn’t fit so well and didn’t look so good, I wouldn’t have bought from this location. Horrible experience and if I could give a lower google rating than 1 star I would.

Busy spot but very stylish shoes. The store is expensive but still a great spot for the syles. Sales there are usually meh. Went on boxing day and they had many attendants and I always find plenty of attendants every time I go.

Best customer service here, especially by Gabriel and Emma! Gabriel gave me great advice about a pair of boots that were too small on me and brought in the bigger size from their warehouse within the hour. He truly went out of his way to offer great customer service and honest feedback. I’m so impressed and I will keep shopping from this location, specifically because of him and the great team at Steve Madden Robson.

This location is incredible. I went in to buy some heels that turned out not to be in stock. Instead of telling me to come back another day, the person who was helping me (I believe his name was Gabe who happened to also be the general manager) moved EARTH AND SKY and PERSONALLY PICKED UP the shoes from Burnaby. I was able to pick them up from the Robson location before my date the very next day. I’ve never had customer service like this. I am so blown away. If you’re reading this, thank you!!!

As a customer service provider, I can definitely tell there was a change in the store. I read the reviews before I went into the store, nervous to exchange my item that I bought online (the size was too big and that was the only location near work) and when I walked in, I saw three people talking to each other (common if the store has no customers) before they all greeted me with a friendly hello, ready to help me, and I instantly relaxed. They helped me change my size and got me my full exchange with no problems. There was definitely a change of pace here, I can tell. Please keep up the good work and the cheerful environment, that’s the kind of customer service everyone loves to see. Thank you so much for your help!