Wholesale Shoes
C & J Clark Retail, Inc.Headquarters
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/06/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I have been trying to contact Clark's **************** since 8/29/22 and no one ever picks up their phone. There's also no other way to contact them according to their website. I bought a pair of sneakers online on 8/10/22 and received them on Friday, 8/12/22. I filed a return the next day because they were too big. I received a *********** shipping label from Clarks with a Return Slip and dropped the box off on Monday, 8/15/22 at my local post office. According to the tracking #, the item was received by the Returns Agent on 8/17/22 and "the ************** no longer has the item and no further tracking updates are expected." And since then, there have been no updates. I've tried contacting customer service multiple times but no one ever picks up the phone no matter what time I call. I read that Clark's is terrible with Returns and I am starting to believe it (just look at the other BBB complaints). The *********** tracking # is ********************** and this is for order #********* for $141.38 (I am not including the $18.00 rush shipping fee to the total). Please have someone assist with a refund/status on the Return.
Business response
09/06/2022
Hello,
Thanks for your recent purchase and patience regarding your refund. I can see the return was delivered on 8/26 (via FEDEX.COM). Our returns can take up to 10 business days to process once delivered back to our warehouse. I have gone ahead and manually refunded this order including the initial expedited shipping as a courtesy. The refund of ****** was refunded to your original form of payment. This can take up to 5 business day to reflect on your statement.
Order # 673939510
return tracking : 9202396343497727028144
Sincerely,
Clarks Team
Initial Complaint
08/27/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased 2 pairs of shoes from clarks online (www.clarksusa.com) on July 26, 2022, order number *********. The price was:Tamzin Slip $41.99 + $4.09 tax, Wallabee $120 +***** tax. I kept the Tamzin Slip and returned the Wallabee unworn as they were too big. I used the shipping label provided by Clarks and returned the Wallabee shoes on August 8 via ***** tracking #**** **** **** **** **** 22. I have not received a refund or any communications for Clarks regarding the status of my return. There is no way to contact Clarks to find out if they have received the returned shoes or when I will receive a refund. Their contact number on the packing slip is invalid. The customer service number on the web site is a recording with no option to speak to customer service and they have no contact email address.I am simply asking for a refund of $131.70 for the shoes I returned.Business response
09/02/2022
Hi ******,
Order # 673315446
Return tracking : 9202396343497715021522 (Fed Ex )
Thanks for your recent purchase and patience here. Our refunds can take up to 10 business days to process once the return has been received at our warehouse.
I can see on the Fed Ex website that the return was delivered on 8/26. I have gone ahead and manually refunded the Wallabee for a total of $131.70 on this order.
This refund will reflect on the original form of payment within 3-5 business days.
Sincerely,
Clarks Team
Customer response
09/02/2022
[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
08/14/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased from there website a pair of sandals that were too small and had to return them. I followed their return process and printed the label and email and sent back to them in May. I tried contacting and the phone number does not pick **. I sent two emails one in June and follow ** in July , however I still have not received a response or a credit for the return. The order number is ********* ordered May 3, 2022 cost $105.66. I would like assistance on retrieving my refund.Business response
08/15/2022
Order # 222148703
Thanks for your patience here. Our ****** returns system is currently down .It is expected to be fixed within 1 week from today . I put a a note with your order to honor your refund outside of the original 60 day policy due to our technical issue. We apologize for the inconvenience.
Sincerely,
Clarks Team
Customer response
08/20/2022
[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,
****** AjoInitial Complaint
08/09/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
For order *********, returned and expecting a refund of $85.79. Item tracking reflects it was received. I cannot reach Clarks by phone. Sent emails to customer service and they are not answering it.Business response
08/10/2022
Hello ,
Per Order # 672493006
Thanks for your patience. This pair has been received and refunded as of yesterday Tuesday 8/9/22. The total refund of $85.79 has been processed and will reflect on your card statement within 3-5 business days.
Sincerely,
Clarks Team
Initial Complaint
08/04/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased shoes on 7/2/2022. Did not receive until on or about 7/22/2022. Package was vacuumed sealed around shoes, so had to cut and tear to get open. Tried the shoes on and they do not fit. Sent email to company about a return, and after about a week of back and forth emails, they told me they will not issue refund or take a return as "the package is used and it will damage the secondary sale." I replied with I should receive full refund, they had offered me 30%, ***** for a $39 purchase. I also told them I have no need for them as they do not fit me properly.I feel I got scammed as there is no real phone number to call, and email address has nothing stating its Clark's shoes. Return address on package was from a ************* in Springfield gardens **. At this point I would love a full refund, but don't count on it from them. I just don't think they are totally legit. Takes them at least 1-2 days to return emails.Business response
08/09/2022
Hello ******,
It appears that you did not purchase these directly from Clarks. We only offer refunds for product purchased directly from Clarks.
RETURN POLICY
At Clarks, we want you to be as confident in your purchase as we are in our products. If you are not satisfied with your purchase simply return your unworn product within 60 days of purchase for a full refund.
In-Store Purchases: Please return your unworn product with original receipt to your nearest Clarks retail store within 60 days for a full refund or exchange. If you do not have your original receipt, or if its been longer than 60 days, youll be issued a store credit for the current retail price of the unworn product. Purchases made in a Clarks store must be returned to a Clarks store. Purchases made in a Clarks Outlet store must be returned to a Clarks Outlet store location.
Online Purchases: For your convenience we offer two options for returning your order, either by mail or by visiting a Clarks retail store. Please see below for details.Sincerely,
Clarks Team
Customer response
08/09/2022
[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
08/02/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order with Clarks Shoes on July 24th. I received an order confirmation email and nothing after that. My order was to arrive in July 28th, and I dont have it. In addition, I have tried to contact Clarks and none of the phone numbers on the internet are valid, and there is no email address.Business response
08/03/2022
Hello,
Thanks for your patience. We've had tech issues with orders placed on 7/23 - 7/26. Our systems have failed to properly update the tracking info here .
The warehouse has notified us that all of these orders have shipped and should be arriving within 1 week. We apologize for the inconvenience.
Our customer service was recently restructured . Please see below for our new contact info .
Telephone number:
****************
Hours of Operation:
Monday - Friday 9am-6pm EST
Saturday & Sunday - ClosedInitial Complaint
07/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order and needed it by a certain time. The shoes thankfully got here right before the wedding but I also noticed the price had changed on the shoes. I attempted to contact the company a number of times over the last 3 weeks. No emails have been returned. I called and their customer service line says they are upgrading and it will be closed until 7/22. It is 7/28 and it is still closed. They say to reach out via email (didnt work), chat (no chat function shows up when I visit their website) or social media (I also reached out via ******** and received no response). I would still like the price adjustment but have no idea how to go about it.Business response
07/28/2022
Hello,
We apologize for the inconvenience but unfortunately we do not offer price adjustments. There's an area in our FAQ section on our website we have this information posted . Please see below for what we have posted on our FAQ section on our site. We also apologize for the difficulty you've had reaching customer service. We've recently been making updates to our customer service structure.
"I BOUGHT A PAIR OF SHOES AT THEIR FULL PRICE, BUT THE *** AFTER THEY WENT INTO THE **** CAN I GET THE DIFFERENCE REFUNDED?
No. Once an item has been ordered online, the price is fixed. We do not offer price adjustments."Sincerely,
Clarks Team
Initial Complaint
07/27/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unresolved
Order placed on 7/10/22.Order # ********* ***** tracking shows never attempted delivery and sent back to Clarks.Cannot reach clarks on customer service line, and they have no email to contact customer service.Business response
07/27/2022
Hello,
Order # 672735840
Thanks for your patience. We can see the order was returned back to send due to a issue with the carrier - address. We are unable to redirect an order once a return to sender has been processed. The order has been received back at our warehouse. The order has been refunded.
Sincerely,
Clarks Team
Customer response
07/27/2022
This response is unacceptable because it says I have been refunded I paid this order in store in cash, so how was I refunded?
please send the shoes to the address on the order.
11-08 ********** apt 710
astoria ** 11106
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.
FAQ
Regards,*****
Initial Complaint
07/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
For order *********, returned and expecting a refund of $45.52. Item tracking reflects it was received. I cannot reach the vendor by phone. They have not answered emails.Business response
07/19/2022
Hello *******,
order # 671379011
Thanks for your patience here. It looks like there was an error at the warehouse processing your refund . I have verified this has been received by our warehouse. I have gone ahead and submitted your full refund via Klarna. We apologize for the inconvenience this has caused.
Sincerely,
Clarks Team
Customer response
07/19/2022
[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
07/18/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a wallabee shoes on the 5th of july 2022, order was suppose to be delivered on on the 11th. On the 12th when i tracked it, it says it was delivered which it wasnt. I tried to contact customer service it keep saying they are upgrading their phone systems, i emailed them several times, havnt got a response, i reach out to ***** they said CLARKS have to start an investigation with them so they cant help me. My order number is *********Business response
07/26/2022
Hello,
The tracking number 61290988211544676842 and information provided by Fed Ex shows a delivery on 7/12/22. Fed Ex will not allow us to open a claim on a Smart Post package. Have you since received this package ?
Our customer service line has been updated this week . Please see the info below.
Telephone number:
****************Sincerely,
Clarks Team
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