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January 2026 by Nilly
I had an amazing experience. Riyana went above and beyond to help me find my size. I have very large calves and I had to try 10 boots to find my size. Riyana was very patient with me and provided helpful recommendations. I highly recommend this store.
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December 2025 by Naina Anand
Rude reps and crazy store policy of no refund or exchange during Boxing Day weekend. Not coming back. Poor experience. Do better!
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November 2025 by Monica Nguyen Ho
Never felt so lost and awkward in my life. Maybe it’s because I look young but I wasn’t greeted or asked if I needed help like older customers. I had to awkwardly stand there and ask for help myself.
I was looking at a pair and when I asked for a size the sales associate just looked me up and down. She couldn’t find the size in the colour I wanted so I tried the display one (it was clearly too big), and then I asked if they had one in a different colour, so I can just try it on for size. She was able to find my size in the other colour, but why didn’t she just suggest that to me before I had to ask myself. Then I was only allowed to try on one of the shoes, not both. So I awkwardly walked around with one high heeled boot on. I felt so embarrassed and disrespected. I won’t come to this location anymore. I felt awful and embarrassed and I was even polite to them.
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October 2025 by Anne James
Outstanding service!! Gabe was so helpful!! I needed directions as I haven't been to Metrotown in years!! He got me there and provided exceptional service with an exchange. What a beautiful store! I will definitely be back (now that I know the way 😄) 💖💖💖
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October 2025 by Sarina Bns
Riyana was amazing. She was super helpful and patient while I tried on a few pairs, and she really knew what would suit me best. Her customer service made the whole shopping experience so easy and enjoyable. Definitely one of the nicest staff I’ve met at Metrotown. Thank you Riyana.
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October 2025 by Kathy Macarayan
The sweetest associates who are so helpful. Special thanks to Anna I love my boots :)
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July 2025 by Bich Ky Hannah Tran
sent me shoes that are missing seams with unfinished edges. Store is closed and there’s no way to return these shoes.
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July 2025 by Tara Alavi
A few weeks ago, I had such a fantastic experience at the Steve Madden store in Metrotown, all thanks to Daniela! She went above and beyond to help me find the perfect purse, and I truly couldn’t be happier. Her exceptional customer service, patience, and friendly attitude turned a simple shopping trip into a truly memorable experience. I left the store with a beautiful purse that was exactly what I was looking for—and an even better feeling about the whole visit. Daniela, thank you for making my day! You’re amazing!
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January 2025 by Darcy Fitzgerald
My girlfriend ordered a pair of shoes online which were one size smaller than her regular size. Our daughter brought the shoes in to exchange them for a larger size but was charged when she picked them even though we prepaid online. Then we noticed a second charge on my girlfriends account which was the third charge! We called the store and they explained that it was normal and we would receive a refund within a few business days. Moral of the story is don't buy from these guys online because they charge you multiple times, the store manager confirmed this when we called. This is really not ok for us and we won't be returning!
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January 2025 by Mediha Hodzic
Terrible customer service. Two grumpy associates walking around, not making eye contact with me as I'm clearly looking for a size in a shoe. One of the associates, with headphones on her head (accessories or is she listening to music?) finally looks at me and as I'm trying to ask for a size, takes the shoe from me cuts me off and says someone else will help me. I waited a few more minutes, nobody came, so I left. Longtime customer but won't be returning.
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January 2025 by Janet
Worst place to shop for shoes. I bought a pair of heels online and when it arrived; as soon as I tried to put them on the straps broke. Went to exchange for a different pair and it was still extremely uncomfortable to wear. Their narrow heels are not made or designed to fit comfortably for woman who has wider feet. I tried to get a refund but they said since it’s final sale we can only exchange. They don’t have any other shoes in my liking that fits me properly and tried to force me to get into another pair of shoe that I don’t even like! When I addressed my concerns, the girl associate just looks agitated and annoyed, and had an extremely dismissive attitude.
I will never stop at Steve Madden ever again! They make uncomfortable shoes and on top on that their staffs are so dismissive for no reason! If you don’t like your job don’t work here! Don’t ruin other customer’s days.
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January 2025 by ThatsWhatIDo
The worst experience in a retail store. There’s a brown dude trying to force you to buy stuff. I believe he is a supervisor but has the worst customer service. He needs to respect the other workers in the store as he jumps in the middle of conversation between an employee and customer.
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December 2024 by sogand rahimi
I bought a pair of boots from Steve Madden for $300. I spoke with the manager beforehand, explaining that I planned to wear them outside, and if they caused me any discomfort, I would return them. They assured me that I could exchange the boots and that the downtown branch would handle it for me.
I wore the boots for an hour, and they were extremely uncomfortable. I even took a day off work to go to the downtown branch to resolve the issue. However, when I arrived, the manager there told me they couldn’t process the exchange and that I had to go back to the Metrotown branch. Despite having a flight to catch and being pressed for time, I went to Metrotown. There, the manager told me that the downtown branch should have handled the exchange, but they would do it for me anyway.
When I chose a new pair of boots priced at $275, they told me they had to price match and sell them to me at $300. Their tone was very rude, and I had to explain three times what the manager had originally told me. At that point, the manager contradicted their earlier statement and said they hadn’t realized I would wear the boots outside, completely going back on their word. When I asked to speak to the head manager, I was told that all the managers were in a meeting.
Finally, with very poor behavior, they refunded me only $28, and I wasn’t even able to use my 15% discount. This is absolutely theft. I was misled from the very beginning; otherwise, I would never have made this purchase. The cashier’s behavior at the end was unacceptable—they rudely threw the receipt at me and told me the product was final sale.
I am truly disappointed in this company for hiring people who behave this way. I will never shop at this store again, and I will make sure to share this experience with all of my friends and acquaintances.
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November 2024 by Suzana Tabaku
Thank you so much Gabe and Erica for helping me out with a pair of boots. Your efforts didn’t go unnoticed along with your outstanding customer service which is rare to find these days! You made my day after a long hard search and driving around to different malls that day in search of these boots! Thank you!
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November 2024 by Yamil Oroz
Worst customer service
