Steve Madden Shoes
Purchase of flawed boots from new collection

Purchased black suede boots on the 4 January, tried them on in the store. At home saw that boots were defectuous, left and right foot shape did not correspond, suede were completely different. Following day requested an exchange. Shop assistants confirmed the defects; no boots available for an exchange. Requested a cash refund or an exchange to be shipped to Europe; due to departure the following day. To be informed that shop policy did not provide cash refunds. Assistants called branch manager; who insisted to have a photograph to see the defaults. Two hours in the store with three assistants and alternating telephone calls with branch manager, Candice Levy. The latter, insisting that the shoes were in perfect condition, a decision taken from a photograph and not from the information provided from her own staff. Informed her that my purchase at Steve Madden no longer served the purpose of my requirements as they had an obvious flaw. The solution given was either to purchase the flawed boots or an exchange for anything else. No decisive action made to provide customer satisfaction. After drafting a letter to document the events a refund was proposed.d. No refund yet received 10 Jan

Company: Steve Madden Shoes
Country: South Africa
City: Sandton

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