Steve Madden - Vancouver, British Columbia V7Y 1G5 (CF Pacific Centre)

Displeased | by Lou on May 13, 2018

I went in today to do a return and/or exchange on a pair of shoes (since I originally bought them at a reduced price, a mere two days ago). I was helped by one woman in particular who was quick to tell me no as the shoes looked 'worn' and proceeded to pack them back up, hand me the box back and close the conversation with a cold, rude 'sorry'. The truth of the matter is that the shoes were already scuffed and not in pristine condition when I got them, one of them being the display shoe, and I wore them one time for 3 hours to test them out- which resulted in my feet being absolutely destroyed and having numerous blisters on both feet which was obviously not going to fly. The only thing that could have been slightly annoying was potentially the soles not looking as untouched but I am pretty sure that is an easy thing to clean and fix up, especially when you have a customer who feels at an absolute loss about them. I will never wear these again and am going to donate these shoes, basically new, because quite frankly it's pointless for me to even keep them around. As a customer you expect the brands that you're giving your money to to be accommodating and help in any way that they can, and if a return or exchange can't be done, I'd expect the customer service of such a big successful company to go the extra mile to not let a customer leave their store with so many negative feelings. Anything could have helped, if I had felt like the employees were even the slightest bit concerned, or willing to show top notch service by offering me some sort of discount on the next pair of shoes, or taking them in regardless after seeing how distraught I was about the state of my feet after wearing them for just 3 short hours. Instead I received nothing but aloof responses and the shoes being packed right back up robotically, simply saying this is 'policy'. It feels like they cared more about their sale on that one shoe rather than keeping a very frequent customer happy and making sure I return again. I'm incredibly displeased with the service I received especially considering the fact that more than half of my shoes are from this brand and I've been shopping here for over 7 years.