Don’t shop Steve Madden especially online

I experienced the worst costumer service with Steve Madden. I ordered boots online, paid with my debit card, the shoes came and they didn’t fit well, they were the right size but just not for my foot. I then went to Steve Madden in Fourways to return the item. Was told they can’t refund my card, the very same card I used to pay, because of some technical glitch where the money doesn’t process(don’t even know how this makes sense since this was the method of payment) and they didn’t have cash in-store to refund me. I asked that they let me know when they have cash and can refund me, waited for days and that wasn’t done, I went to the Sandton City Steve Madden and was told the same story. I then called their customer service they told me to send through my ID copy and proof of banking as well as fill in a form provided. Then they would send one of the deliveries guys to pick up the boots. They “forgot” to send it to me, I then followed up and it was sent, and the delivery guys came to pick up the boots. It’s over 2 weeks later and I am yet to get a refund or notification thereof. This morning I had to call them after my email was not responded to. When I called the first time I was told the lady tasked to dealing with my request is busy and to call in a few minutes. I left my number because I did not know how long she would take. Hours later my phone call wasn’t returned as promised and when I did call was informed that the forms I sent had not been sent to their finance department because they were filed in the wrong place.

This has been the worst experience, time consuming and not to mention driving to these stores, calling and etc is money. How can the payment process be easy when they are taking money from us, but when a return for refund is made (within the prescribed period and following the right process) the customer must be given the run around?

I personally will never order from Steve Madden. They clearly do not value my money.