Complaints

• Initial Complaint

  16/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to formally lodge a complaint regarding the poor customer service and lack of resolution I have experienced with the Marks store located at the ***************** in *******. I purchased a pair of shoes from this location on ** September 20**. Upon wearing the shoes, I found them uncomfortable and unsuitable for walking, which was not evident during my brief fitting in-store.I returned to the store on ** September, just four days after my purchase, to request an exchange or a refund. I was informed by store staff that I would receive a follow-up call regarding my request. Unfortunately, no one from the store has contacted me to this day.Since then, I have made multiple attempts to follow up with the store directly. Each time, I have been told that the salesperson who originally assisted me is not available and that someone would be in touch, yet no one has reached out. I am very disappointed with the service I have received, especially as a newcomer to this country, as I had expected a higher standard of customer ******* this point, I am seeking the BBBs assistance in obtaining a refund for these shoes, as the store has not provided me with the promised response or resolution. Thank you for your attention to this matter, and I look forward to a prompt response.

  Business response

  21/10/2024

  Hello

  We have contacted to the store to look into this and will respond to the customer with a resolution by October **** at the latest. 

  Business response

  24/10/2024

  The customer has now been contacted by the store and resolved the issue.

  Customer response

  24/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  10/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing this email out of sheer frustration with the appalling service Ive received regarding a pair of ********** shoes I purchased on October ***, 2024 from your Marks store at ********************************** (Store ***). The shoes cost me $******, and I expected them to meet the quality standards associated with both Marks and Blundstone. Unfortunately, they didnt even come close.After wearing the shoes once, I discovered a manufacturer defect on the top, and because of this, I havent worn them since. I returned to the store on October ***, assuming I could simply explain the situation and have the issue resolved. Instead, I was met with resistance right from the start. The store staff refused to accept the return, despite it being obvious that this was a manufacturer issue, not wear and tear. They took photos of the shoes and I even left the shoes and the original receipt with them, trusting that some level of common sense would prevail when this was reviewed by someone in charge.Yesterday, I received a call from the store informing me that they will not be accepting the return. Frankly, this response is insulting and absolutely unacceptable. I contacted ********** directly, and they were clear: this is a manufacturer defect, and the shoes should have been accepted for return since they are in new condition.I spent $****** on these shoes for work, and I expect a product that actually functions as intended. Instead, Im left with a defective pair that I cant wear, and Ive been given the runaround by your staff. This whole experience has been a waste of my time and energy, and Im not going to let it slide.

  Business response

  21/10/2024

  Hello,

  Customer has been provided with a resolution for this issue (**** card) and is now satisfied. 

   

   

   

• Initial Complaint

  10/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi there,I hope this message finds you well. My name is ******* ****, and I am a resident of ***********, **. On December **, 2023, I purchased a pair of ****** shoes from the ****** store in ***********. At the time of purchase, the cashier, *******, informed me that if any issues arose with the shoes within a year, I would be eligible for a replacement. I confirmed this with her twice, and she assured me that the one-year replacement policy was in effect. My wife, who was with me at the time, can corroborate this conversation.Regrettably, the soles of the shoes tore within four months of purchase. Due to my busy schedule, I was only able to bring the shoes back to the store on August *, 2024. I spoke with a staff member who took my phone number and assured me that the manager would contact me the next day. However, I did not receive any follow-up. On September *, 2024, I returned to the store and spoke with *******, who again took my phone number and promised a call from the manager.On the morning of September ***, the store manager contacted me but denied that her staff would have made such a statement regarding the replacement policy and refused to replace the shoes. I reiterated that this issue is not about the $** but about the integrity of the stores commitment. It feels as though my honesty is being questioned, which is distressing. I asked ******* twice about the policy on the day of purchase, and it is now being denied. The manager inquired why I did not get this in writing, but verbal confirmation is typically considered sufficient when shopping at a reputable store.I kindly request your assistance in resolving this matter. I believe I have been treated unfairly, and I am disappointed by the lack of accountability in this situation. This is not a financial issue but one of principlehonoring the commitments made to customers. I would appreciate your prompt attention to this issue.Sincerely,******* ****

  Business response

  12/09/2024

  Hi there, 

  This customer reached out to the ******************** **************** team directly regarding this situation on Monday, September ***, 2024.  One of our **************** Agents received the feedback from the customer and replied to the customer on Tuesday, September 10th asking for a bit more information regarding the footwear.  We have just checked the case file and have not received a response from the customer yet.  The e-mail we have on file is ***************************************.  We are eager and willing to work with the customer to resolve this situation with them and provide a way for them to get a replacement pair of the footwear in question.  We will follow up with the customer by the end of the week this week if we still have not heard from them so we can work with them to resolve the situation.  

  Let us know if you require anything further from us at this time.   Thanks!

  Sincerely,

  ******

  Mark's ****************

  Customer response

  16/09/2024

  I was asked by Marks as follows;
  
  Hello *******
  
  Thank you for contacting us. I am sorry to hear about the issue you are experiencing with the shoes you purchased form our ***** ***** store.
  Our warranty period is *** days from the date of purchase for any manufacturer defects, I do apologize that were misinformed about this when you purchased the shoes and would like to find a resolution for you.
  Please provide photos of the shoes and a copy of the receipt if you have this, and we will pass these to the footwear team to review and respond.
  Please include a full view of the soles and uppers, the tag on the inside of the tongue, and the problem area.
  Sincerely,
  ***** L
  ----------------------------------
  I have replied back with three attachments as follows;
  
  Hello ***** L,
  
  Thank you for your response, and I apologize for the delay as I was out of town for work.
  
  As requested, I have attached photos of both the left and right shoes, clearly showing where they are torn, as well as a copy of the receipt for your reference.
  
  I understand the ***-day return policy; however, my concern is that both my wife and I were informed by your representative that the shoes could be replaced within a year. I would appreciate clarification on this matter.
  
  Thank you for your attention to this issue. Please feel free to contact me if you require any further information.
  
  Best regards,
  ******* ****
  ******************************************************************************
  ************

• Initial Complaint

  19/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  July ** - Made online purchase for pickup at marks at **************************July ** - they cancelled part of order July ** - i contacted store twice to cancel order. One person advised after * days if it wasn't picked up, the order would be cancelled and i would be refunded.Aug * - contacted online customer service as order had not been cancelled when i contacted the store yesterday. Online service advised me to contact the store, which would respond in *** days.Aug * - received email advising order was not ready for pickup even though it had been ready since July **.Aug * - again emailled online customer service to cancel order.Aug ** - response from marks refusing to cancel order. Advised if not picked up in a given timeframe it would be cancelled. No timeframe was given.Aug ** - again emailled trying to cancel order.Aug ** - No response or refund to date.

  Business response

  20/08/2024

  Hi *********,

  Thank you for reaching out to our **************** Team at ********************** via the Better Business Bureau, regarding your recent online order. 

  On behalf of ****'s, I am so sorry for the experience you've had, and the delays you have faced with trying to have your order be refunded. This is not the standard of customer service that you should come to expect from us.

  We have issued the refund for your order as per your request. You will soon receive an email stating that your order has been picked up. Please disregard this email, as it is part of the process of closing your order off. 

  Please allow up to * business days for your pickup emails to close off and for your refund to process. 

  If you have any additional questions or concerns, please feel free to contact us at ************************************ with "**** **** in the subject line, and I would be happy to assist you further. 

  Kind Regards,

  ***

  ****'s

  Customer response

  20/08/2024

   
  Complaint: ********
  
  I am rejecting this response because: i was charged $***** on Aug * when the order was first made, and they again charged my card $***** today. Now i am paying twice for a product i don't have and is supposedly being cancelled? I attached a refund from another store, so that they can see it is a charge and not a refund.
  
  Sincerely,
  
  ***************************

  Customer response

  25/08/2024

  Billing has been corrected and refund has been received. This can be closed. Thank uou for your help. ***************************

• Initial Complaint

  21/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A denim truckers ***** was ordered online in mid-April for delivery to an apartment in ********. The delivery failed and I was instructed to look for the jacket at an un-named pickup point. I decl9ned and cancelled the order. The cancellation was acknowledged but the cost of the item was not credited to my **** account. Repeated attempts to contact the seller have been unuccessful as the customer 'service' line is busy and emails draw only an automated response. for the record , the 'service' number on the complaint is: #************************

  Business response

  22/05/2024

  Hello ****

  Re: Order #********** 

  Thank you for contacting us. 

  We have confirmed that your order was received at our return centre on May ***. A full refund of $****** has been issued to your credit card. Please allow *** business days from today for the refund to be processed.

  We apologize for any inconvenience this has caused you . If there is anything we can do to make this experience better for you, please let us know. If you wish to speak to a customer service representative directly, please call us at **************. Our hours are Monday to Friday: *** ** *** EST; Saturday and Sunday: *** ** *** EST

  Email:*******************************************************

   

  Sincerely,

   

  *****

   

  ******** ******* *************** *****************

• Initial Complaint

  26/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Marks advertises *** day exchange. I was denied an exchange because ******* is more than *** days ago. I can add! They suggested the levis they gave me in the wrong size I should try and sell online. I am furious. Never in my life have I consistently been so mistreated in any store. I bought $*** worth of clothes today I a. Taking them back. How dare they ruin my day so offhandidly. I am so frustrated I want to scream and break things. Shopping should not make anyone feel this way. They are excuse me but a*******

• Initial Complaint

  18/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased * pairs of **** jeans from Marks store with the order # ********** on ** Nov 2023, however Marks shipped me * wrong pairs of jeans instead from another brand. Therefore I contacted them and asked for return label in order to be able to get the refund later on, they provided me return label which is : **************** via *********** and according to that tracking number the items were marked delivered back to sender on ** Dec 2023 but as of that day the Marks company failed to issue me the refund even though they are the ones who shipped me two wrong items in the first place and now ignoring my calls and messages regarding issuing the refund.Marks customer service, if you read this complain please issue me the refund ASAP as it is almost a month now that you have both the products and my money !!! you have Zero level of customer service.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December **** I ordered two pairs of pants for my husband that were to be shipped from Marks *********** location. The money was taken from my account and from my gift card that very day. On the **** I got notice that the item was received at midnight by the shipping company and returned to sender with no attempt for delivery and no reason given. After contacting the shipping company and Marks, both of which told me a couple of times to check with the other, I learned the parcel was returned because that shipping company does not deliver to Wheatland County. After contacting Marks again, I have had nothing but excuses about my refund-not returned yet, may take ** days after return to get my refund, etc.. this is not acceptable business practice that my money, given in good faith for their product, might be kept by the company for potentially two plus months! In these times, as a retiree, someone having almost $*** free of charge of my money is just not acceptable. This is a big national chain so surely they could do something faster. They sure could take it quickly!

  Customer response

  28/01/2024

  I heard from the business directly. They refunded my MasterCard the day they heard from you. The gift card was not refunded until we called from the local store over a week later but they did refund that too. You might not have heard from them, but they were fairly prompt to deal with this once you sent the complaint to them. Thank you very much!

• Initial Complaint

  08/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Made an online purchase that the store wasn't able to process in the time I was hoping for. Tried to cancel order in store and was told to call customer service. Called customer service and was told I'd have to wait a few more days to cancel. By the email I received, their policy is to cancel the order and issue a refund if the items are not picked up within * days. That was a month ago. When I brought it to their attention they told me they want more time, with my money in their hands, to find out why they haven't issued the refund. This is not customer service and there is no way my money should be held up for their internal investigation. I'm getting the runaround from this company.

• Initial Complaint

  27/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  The store did not have my size. Clerk ordered on line for me at store, she said * days delivery, it has now been * days and **************** just told me the **** so * weeks waiting to receive a pair of jeans that your staff told me * days. I will NEVER order on line again. I was visiting to town for the week expecting them before leaving, I now have to have them shipped AGAIN by family to my home. This is unacceptable to take 2 weeks to ship to one of your own stores. Order number **********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩