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Initial Complaint
01/22/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Twice, in little over a year, I bought a pair of Clarks shoes at the shop on *****************************. After about six months wear, I noticed that my feet were getting wet when it rained. When I inspected the soles of the shoes I found that in the middle of the sole, spreading from the incised pattern in the rubber, the sole had split - hence the ingress of water. I took the shoe to the Midtown Clarks and requested a replacement. The manager was most helpful though he told me tha the split must result from the way I walked. I said I very much doubted this but I wasn't going to complain when I was offered a new pair.Six months further on exactly the same problem has arisen with both left and right shoe. I have a perfectly normal gait though I suppose I tend to walk a good deal but it seems clear to me that there is a manufacturing issue here if the sole splits in exactly the same place and after a good deal - though not a remarkable amount of wear. Of the two shoes, the sole on one has now split completely and the shoes are now unwearable.I may add that the soles of a pair of Clarks slippers also split a couple of years ago after very little wear
Business response
01/23/2025
Hi *****,
Thank you for reaching out. We apologize for the experience you've had with your shoes. Can you provide your receipt and photos of the shoes, and the series of numbers located in the shoes? Have you tried calling customer service for assistance? Scenarios like these are typically handled through our customer service department. I'm also going to reach out to customer service management on your behalf for visibility to your complaint.
Sincerely,
Clarks Team
Initial Complaint
01/09/2025
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased two items at a store on 12/26/2024. One of the items does not fit. I went to the store in person and they refused to refund me the amount I paid for the item. This purchase qualifies for a full refund under their return policy on the receipt and online. I've contacted a customer service representative and he verified that the store should refund me the amount I paid for the item. I contacted the store by phone and explained what the representative stated on the phone. The store employee states that they will not refund the amount I paid because the item was on sale. The item would have to be processed at their original full price in order to refunded. Nothing about this is stated anywhere on the receipt nor on their website.
Business response
01/22/2025
Hi *****,
Thanks for your patience with this issue and we apologize for the inconvenience. By any chance, can you provide a copy of your receipt?In what store was the item purchased and returned? Did you provide the store employee with your original receipt? Was there a Buy one get one promo going on at the time?
Sincerely,
Clarks Team
Initial Complaint
01/09/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On December 21st, 2024, I bought $279.98 of Clarks shoes online. None of them fit, so I returned all four pairs in the same box. I was refunded only $39.99 on January 2, 2025. I have tried to contact the company many times. They have never answered their email/contact form. I have called four times. I have been on hold up to an hour with no answer. The only time that they did answer, they hung up on me. I am very frustrated with the horrible customer service!
Business response
01/09/2025
Hello,
Order 1008628022
I have verified a refund of $274.68 was issued today via Pay Pal. This refund may take 3-10 business days to clear into your account from the processing date (Today 1/9/25).
There is a left-over balance of $5.30 due to return fees.

Sincerely,
Clarks Team
Customer response
01/16/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

******** ******
Initial Complaint
12/13/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
There is a charge to my credit card of $89.04. Charged on November 19. Transaction date November 18, 2024. I didn't order anything on that date.
Business response
12/13/2024
Hello,
Thank you for contacting us. We have looked into our order system with information regarding the claim. Unfortunately, we cannot locate any order with your information. We recommend contacting your bank and filing a dispute directly through the credit/ bank issuer which is connected to the charge in question.
Sincerely,
Clarks Team
Initial Complaint
12/08/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered a pair of slippers online with the advertised price being 40% off. Typically, when one checks out there is an opportunity to review information and enter a promo code AFTER selecting 'check out' ... or, the promo code box is prominently displayed near the total cost, so you can see the price before checking out. In Clarks case, the promo code box is hidden on the top of the first page and there is no opportunity to review/confirm costs before being charged the FULL price. Further, you can NOT cancel the order online immediately after placing - in spite of the fact that nothing has shipped. But they sure have a way to charge you an inaccurate amount within seconds! ... These practices are deliberately ************ an attempt to address the matter, I called Clarks poor customer service line and held for nearly an hour and a half - only to be told I can't cancel the order and reenter with the 'hidden' coupon code added, and they can't offer a price adjustment until the product is received (in spite of being charged immediately). I was told I'd have to call and hold for hours AGAIN to obtain the promised discount? Unacceptable!I also emailed their customer 'care' several times - and I'm going on TEN days without ANY response.The CEO makes 3.5 million to run the company this way? Seems to me, Clarks would do better to provide good customer service, and gain REPEAT business. Instead, they have a short sighted business model intent on ripping people off. This was my last purchase of Clarks products and I've been a retail customer for years.
Business response
12/11/2024
Hello ******,
Order 1008123093
We apologize for your frustration with your shopping experience. We appreciate your feedback and will review our website's checkout process for areas of improvement. We can see a partial refund of $22 was issued today as a resolution due to your promo code issues.

Sincerely,
Clarks Team
Initial Complaint
11/19/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a pair of shoes from this firm the morning of 11/19/2024. At the time the firms website **** said the purchase for $111.30 went through.A few hours later I received an email from the firm indicating the purchase did not go through (see attachment) and that I needed to reorder so I did -again for $111.30.Shortly thereafter when I checked my credit card account, I saw that both charges were listed against my credit charge. In short I was misguided into purchasing the same shoes twice.I immediately called Clarks consumer service staff, spoke to several representatives and was consistently told neither purchase was on its records, probably because there was a chronic problem in the firms order processing system. The firm refused to take any proactive measure to cancel even one of the charges. Instead, I would have to call back over the course of perhaps many days to even get confirmation of the purchase. Then I would have to wait until both pairs of shoes were mailed to me and then I would have to mail them back. Then and only then I might get a refund. The firms practice of falsifying the status of the initial sale caused me to waste a considerable amount of time and money and was very aggravating. I want nothing more to do with this firm or its products. I want an immediate cancellation of both purchases and an immediate refund of the amount of money I paid = $222.60. Thank you/**** *****
Business response
11/20/2024
Hello,
I've done research in multiple systems. I'm not seeing any completed orders directly through Clarks under your name **** or ******* *****. Is there another name you may have used for this order attempt?
-Clarks Team
Customer response
11/20/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
The purchases would have been made under the name on my credit card, "******** W. *****." To repeat, both these charges are listed on my credit card account. To make matters worse, your firm this morning sent yet another email implying that I still have to complete a purchase of the item in my cart (see attachment below). The kindest interpretation of this situation is that you have a chronic glitch in your system that charges customers' credit cards for a purchase, but does not record the sale in your records or provide the customer with either a confirmation nor an account number. Nevertheless, your system somehow generates a "reminder" email to the customer that implies that they need ro purchase the item again. This cycle has now happened to me twice. I want this transaction terminated immediately and a full refund.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
Bradford

Business response
11/26/2024
Hello ********,
Thank you for your patience and we apologize for the issues and the inconvenience this has caused. The orders had delays with processing in our system. We can now see 2 successful orders placed on 11/19 on our website.
Order numbers: 1007804977,1007809292. Both orders have been successfully refunded.
Sincerely,
Clarks Team
Customer response
12/02/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

Clarks' lackluster apology does make up for the hours I spent on the phone trying to resolve this matter, or to just get acknowledgement that I had indeed purchased these shoes. Further the firm does not address the fact that it sent me erronous emails over the course of two days implying I needed to complete transactions that were already completed and for which the firm had been paid. Moreover, the firm repeatedly told me that I had to incur a return fee if I sent the shoes back - even though the error was caused by its system (which it now admits - long after the fact). When I asked the firm's corporate consumer service staff whether I could avoid these charges by returning the shoes to its store in Clarksburg, MD, I was told they would have to wait for them to check. I was kept on hold for 30 minutes and then disconnected. I finally went to the Clarksburg store anyway and fortunately its staff was helpful. Thus it was not because of, but in spite of Clarks' corporate office that I got my money back. And I got it back only after incurring a lot of wasted time, terrible service, aggravation, and a significant car trip to its store. So Clarks' quasi-apology is not accepted, I do not consider the matter resolved until I get a full apology and a gesture to compensate me for the time and travel I had to expend to right the company's wrong. This is not much to ask - the apology costs nothing and the gesture can be minimal, but these have to be provided before I consider the matter resolved.

Regards,
Bradford
Initial Complaint
11/06/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On August 7, 2024, I purchased a pair of shoes for my son and were received on August 10th. The shoe was too small, so I submitted an exchange on their website on August 27th for a larger size. After shipping the box to **************************, I realized that I packed the incorrect shoe in the box. I called customer service to alert them that there were a pair of New Balance sneakers in the box. I then proceeded to ship their shoes back a couple days later. Since the beginning of September, I've been called their customer service number asking them to return the initial shipment, which doesn't belong to them. I was given credit for the Clarks that were too small. I provided Clarks with proof from ***** that both shipments were received by the Clarks warehouse, which have been attached with a picture of the sneakers that do not belong to them. They were purchased from Journeys.
Business response
11/15/2024
Hi ******,
I have contacted our returns management department in our warehouse. Unfortunately, they do not have the New Balance sneakers you reached out about.

Sincerely,
Clarks Team

Customer response
11/16/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
No, I am not satisfied with this answer. If I did not provide proof from *****, then I would let this issue go. As per ***** TRACKING, the first package that contained my son's sneakers, was signed for on August 27th at 12:47 pm. The second package containing their shoes was signed for on September 4th at 12:07 pm. They can't say that they did no receive my sons sneakers. They need to accept responsibility for either misplacing the shoes or be reported as a theft. What more proof do I need to show that the parcels were received at their warehouse?

Regards,
******

Business response
11/20/2024
Hi ******,
We are unable to accept responsibility for customer errors of shipping ************************** product to our warehouse.
-Clarks Team
Customer response
11/21/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Dear Clarks,

I am writing to express my frustration and disappointment with your handling of an issue involving merchandise that does not belong to your company. Despite my efforts to resolve this directly, no investigation was conducted to determine whether the merchandise may have been stolen by your warehouse employees. Additionally, you failed to explain your policies and procedures for handling merchandise that is mistakenly sent to you.

This lack of transparency and accountability is exactly why I reported the issue to the Better Business Bureau. What makes this even more frustrating is that if the roles were reversedif Clarks had mistakenly sent me an extra pair of shoesyou would undoubtedly expect me, in good faith, to return the item. Yet, in this situation, you have shown no willingness to take similar responsibility or even acknowledge the issue. You asked for proof of signature of your warehouse from *****, which was provided. Your company still hasn't acknowledged, in all of the correspondence since August, that the package was received at the warehouse.

Your dismissive approach and failure to act have caused unnecessary stress, and I will share my experience publicly to warn other consumers, via Yelp, ******, etc. I strongly urge Clarks to address this issue, investigate your warehouse processes, and improve your customer service standards to prevent this from happening again. I wish there were a corporate contact number available so I could express my disappointment about this issue directly!
Regards,
******
Initial Complaint
10/10/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed an order and immediately notice the apt number was missing I called and asked to add it. The person on the line said they are unable to amend order once they are placed and ***** would be responsible for updating the apt number. ***** said the shipper had a restriction on updating addresses and Clarks must update it, like I figured. Now I have to wait a week for them to continue to attempt delivery because of their neglect.
Business response
10/21/2024
Hello,
Order:1006774294
Fed Ex tracking: 416487796513
Thank you for your patience and purchase. Unfortunately, we do not have the ability to edit or cancel orders. I have verified this package was delivered on 9/16/24. I have included policy screenshots as well as proof of delivery.
Sincerely,
Clarks Team
Initial Complaint
09/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Clarks representatives are based in ************. They hang up on customers and their system would not allow an exchange for a product that clearly can be exchanged because it says so on their website (see image titles "Clarks shoes"). They are charging me for a return, but I am not sure if they will accept it based on the info they provide (please see the other two images). **************** people are rude and unprofessional. I will never order from this company again.
Business response
10/02/2024
Hi *****,
Order 1006896543
We apologize for your experience and level of service you have been provided with. I can see there is a tech issue with trying to process an exchange for this order. I have attached your return label to assist with the returns process. I have added notes to this order so customer service will refund the return fee as 1 time courtesy in assistance.
Sincerely,
Clarks Team
Customer response
10/03/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

***** ********
Initial Complaint
09/20/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am writing to express my concern regarding a returned order(Order Number: **********). I returned my order that totaled $532.73 but Ive never received my refund. I contacted customer service to request the refund of this order, but I was met with unhelpful and dismissive customer service. This experience has left me feeling scammed and frustrated. This was my first time ever visiting your online store, and based on this experience, I will not be considering your store for any future purchases. I urge you to investigate this matter and take appropriate action to resolve it. Ive attached the EXACT label that was given to me and what shows up under my account. I did EVERYTHING I was supposed to do.
Business response
09/26/2024
Hello Rose,
Order # **********
Per Fed Ex return tracking 778236722040
This return label is showing no scans and did not get returned to our warehouse. Unfortunately, we are unable to verify this return.
Sincerely,
Clarks Team
Customer response
10/10/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The tracking shows movement and shows that its been delivered and scanned into your warehouse. This has been going on for way too long and Im beyond disgusted by the blanantly lying. All I ever did was use the tracking that YOUR company provided to me. Tracking # Shows everything has been delivered with proof. Im requesting my full refund.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
Rose

Business response
10/21/2024
Hello,
Order # 1006414462
Original package: 413124946707 weight 14 pounds
Returned Package: 0.4 pounds
Thank you for your patience. Our records indicate the original package shipped to you weighed 14 pounds. The weight of the return is showing .4 pounds. Our warehouse has not confirmed received product back at this point.
Sincerely,
Clarks Team

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