Outstanding Refund & Unprofessional Staff Behavior at Fourways Branch

To Steve Madden Management and Customer Care,

I am writing to formally escalate an unresolved refund and report the unacceptable behavior of a staff member at your Fourways branch.

Timeline of Events:

April 2026: I purchased an item at your Cresta branch.

May 2, 2026: I returned the item at the Fourways branch. I was assisted by a staff member named Nicole, who processed the refund to my credit card.

Mid-May: After noticing the funds had not cleared, I called Nicole. She instructed me to come back into the store with my bank statement.

May 26, 2026: I returned to the Fourways store as requested. Nicole consulted with her area manager, and I was assured the money would reflect in my account within 3 to 5 days.

May 29, 2026 (Today): I confirmed with my bank that no refund has been processed. When I called Nicole to follow up, she screamed and shouted at me over the phone, aggressively claiming she had done the refund and had the slip as proof.

The delay in returning my money is highly inconvenient, but being screamed at by your staff when I am simply following up on a pending transaction is completely unprofessional.

I expect this refund to be finalized immediately. Furthermore, I expect a prompt callback from a senior manager to address both the outstanding funds and the conduct of your staff member.

I look forward to your immediate response.