Steve Madden and the Case of the Defective Boots

I usually love Steve Madden shoes but these boots (which I’ve only worn a few times since purchasing them in February of this year) have completely come apart. Hoping to exchange them for a non-defective pair, I sent the following letter via email to Steve Madden Customer Service (info@stevemaddendirect.com) on November 8th. Today I still hadn’t received a response so I posted the same letter on their Facebook page hoping it would reach them another way. After all, all I want is good quality boots for the money I paid. That’s all anyone wants, right?

Dear Sir or Madam:
On February 14, 2012 I ordered a pair of Steve Madden Men’s Nommadd Lace-Up Boot (size 12 Men’s) from Amazon.com. I wore them a few times during the early spring and then put them away as they were not needed again during the more pleasant parts of spring and summer.

Today I took them out of storage and put them on because of the Nor’easter we had (after still recovering from our bout with Hurricane Sandy last week) and began my walk to work. Sadly, the heels on both boots has come unglued, breaking the heels and making the boots nearly unwearable, particularly in this weather.

I checked with Amazon about exchanging these for a pair that isn’t defective but find that I am beyond my window of allowed customer service with them (one month is permitted).

I am seeking help from your company, as the provider of the merchandise, to remedy this issue. I would like to either exchange these for a good, solid, non-defective pair of the same boot OR my money back. The details of my original order are included below as are pictures of both heels.

The courtesy of a prompt response will be appreciated.

Sincerely,
Wilson Thomas Adkins

Office Address:
520 Eighth Avenue, Suite 801
New York, NY 10018

Amazon Order Details
Items Ordered Price
1 of: Steve Madden Men’s Nommadd Lace-Up Boot,Brown Leather,12 M US [Apparel]
Condition: New
Sold by: Amazon.com LLC
$85.09
Amazon Prime: Two-Day Shipping is free

Item(s) Subtotal: $85.09
Shipping & Handling: $0.00
Total Before Tax: $85.09
Sales Tax: $3.72
Total This Shipment: $88.81

Payment Information
Item(s) Subtotal: $85.09
Shipping & Handling: $0.00
Total Before Tax: $85.09
Estimated Tax: $3.72
Grand Total: $88.81

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About the author

I’m Tommy, a writer and storyteller who works in marketing for the arts and cultural communities. I’m the author of Mabel Stanley and the Town That Was Built All Wrong, a fun and heartfelt book, and I’m currently working on a novel about self-discovery and the complexities of memory. Writing is a big part of my life, but I also enjoy creating experiences that bring people together, which is why my husband, Matt, and I co-run the online store Have Fun Spread Joy. It’s all about embracing the playful side of life and giving back along the way. I’m married to Matt, and we share our home with our two pets, Zoey (the cat) and Dixie (the dog). When I’m not writing, working on our store, or doing marketing for the arts, I like to dive into theater, something I want to get more involved with over time. I was diagnosed with ADHD, and while it comes with its own set of challenges, it also gives me a unique perspective that I try to channel into everything I do. Whether it’s writing, working on creative projects, or finding ways to spread joy, I’m all about making a lasting impact in whatever I do.

Tommy Karr