Complaints

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pair of Clarks shoes in size 6.5 and they sent me one size 6 shoe and another 6.5 shoe. Two different shoe sizes! I tried calling customer service and for a week its an automated message saying theyre updating their call centre until July 15th. So I waited until July 18th to call back and its the same automated message! Ive emailed customer service 10 times with absolutely no response.I paid for the shoes and now I cannot wear them due to the size difference in the two shoes. Horrible customer service.

  

  Business response

  07/26/2022

  Hello,

   Per Order #   222155139 / 672443379

  Thanks for your patience. Over the past 3 weeks, we have been making significant changes to our customer service structure and also our ****** returns operations. We understand your frustration . Our returns process update for Clarks ****** should be updated and fully functional within 3-5 business days. 

  Our phone number has recently changed. You can contact us at **************
  If you have any questions regarding the Clarks website, please view our FAQ page. 
  Our ******** Services team will happily answer questions about our products, an order you have placed online, or help you to place orders over the phone or online.
  Hours of Operation:
  Monday - Friday: 9:00am to 6:00pm EST
  Saturday: Closed
  Sunday: Closed

   

  Sincerely,

  Clarks Team

   

• Initial Complaint

  07/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased two pairs of shoes from Clarks online on June 14. I always loved the quality and the leather of Clark shoes. I wore the shoes to work twice. Im sitting in an office, behind the desk. The stitching of the shoes came apart. I sent an email to customer service on June 29, no answer. Then in June 30. I still have not received an answer. Called customer service on June 30th waited for 45 minutes and they hanged up on me. I am still waiting. The shoes were expensive. They were not on sale. I have not received a response. I will never buy from them again

  

  Business response

  07/12/2022

  Hello,

  Thanks for your patience here. Regarding Order # 671912936, we apologize for the inconvenience this issue may have caused. We are happy to assist with accepting the product back and fully refund the items you choose to return. Please follow the return instructions from our site below , and **** the reason for return as faulty. 

  FREE RETURN BY MAIL
  If you would like to return your online purchase by mail, simply use the pre-paid label included on the bottom of your packing slip with your order. NOTE: Exchanges can only be processed by visiting a Clarks retail store and is based on product availability.
  
  If you have misplaced the original return label, we have you covered. Please follow the instructions below to create a new label:
  1. Visit the Order Lookup Page
  2. Enter your order number and ship-to zip code
  3. Select the item(s) you would like to return by providing the quantity and reason code for each
  4. Print out the packing slip that goes inside your package
  5. Create & Print your pre-paid ***** SmartPost Returns label, and securely attach it to the package
  6. Retain your tracking number for possible future use

   

  Sincerely,

  Clarks Team

  . 

  Customer response

  07/12/2022

  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. 

  Hello,

   

  I'm okay with this resolution. However, I'm afraid they will never return my money. Can we resolve this until they receive my shoes and issue a refund.  I will be sending the return tomorrow. 

   

  Thank you. 
  
  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,

  Sahily

   

   

  

  Business response

  07/13/2022

  Hello,

  We have added specific notes to your order explaining the situation. The product sent back will be refunded. Can you please let us know which color you're sending back / or if you're sending back both?  Please send us the tracking number from the pre paid label once you have shipped back the defective merchandise.

   

  Sincerely,

  Clarks Team

• Initial Complaint

  05/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I instructed this "business" to discontinue all contact with me after a v unsatisfactory experience; however, they have continued to send me sales fliers and the like. I demand that this stop.

  

  Business response

  05/25/2022

  Hello,

  We have looked into this customer and it appears that she is no longer subscribed to our email program. We also checked our SMS platform to be safe, and it looks like she was never subscribed to that.
  

  
  As far as direct mail goes (mail flyers, etc.) we are reaching out to our partner to have her removed from the list as soon as possible. Please allow at least 30 days for her name/address to be completely removed as there may already be some direct mail in circulation. If there are any additional questions or concerns please let us know.

  Best regards,

  Clarks 

  
  

• Initial Complaint

  03/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered two pairs of shoes and I received a message that the amount was successfully withdrawn from my Mastercard (Amount: ****** USD) using email: *********************** but I wasnt transferred to the final confirmation screen nor I received a confirmation email. So, I dont have any proof except the bank message attached. Thanks for your help and giving the above order a very high priority as I will be traveling to another country on 17th of Mar.

  

  Business response

  03/21/2022

  Hello *********************,

  We apologize for your experience with the Clarks website.  We have investigated and found that when your order was placed, there was an initial authorization placed on the card for $185.54 USD.  This authorization was reversed 3 seconds later as the MasterCard ending in **** was refused with the message "We encountered a Vital problem: Transaction not permitted-Card". As a result, the order was never created in our system and you will not be charged.  We only charge the customer at the time of shipment, but there is an authorization placed on the card to hold the funds until it is shipped.  In this case, since the card was refused, the authorization was reversed and the card will not be charged.  This may have been due to a temporary glitch at the time of your order placement - which could be why you didn't get a confirmation page.  Or the credit card may have a billing address in one country but the order was being shipped to a ** address. We hope this resolves the issue and we hope you will shop with us again. 

  Thank you,

  ***

   

• Initial Complaint

  02/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order a pair of slippers from Clark's. After 4 hours of wearing slippers, the began to fall apart. I have picture evidence and order receipts. Sent multiple emails to Clark's, including pictures, and have not received any response. Began sending emails in December when shoes were received. Would like guidance on how to handle and what to do.

  Customer response

  03/05/2022

  I have not heard from the business in response to my complaint.

  

  Business response

  03/21/2022

  Dear *****************************, 

  We apologize for your experience and the delay in our response.  We have investigated but were not able to find any orders in our system with the name or email address you provided.  If you purchased the shoes in a Clarks store, please bring the shoes and your receipt back to the store where you purchased it for a refund, exchange, or store credit (if its been longer than 60 days). 

  If you ordered online at Clarksusa.com you can either:

  1. Bring it to your nearest Clarks store along with the packing slip that was included with your order.

  2. Mail the item back to us at not cost.

  
  If you would like to return your online purchase by mail, simply use the pre-paid label included on the bottom of your packing slip included with with your order.

  -OR-

  If you have misplaced the original return label, please follow the instructions below to create a new label:

  
  1. Visit the Order Lookup Page (https://www.clarksusa.com/orderLookup/order-lookup)
  2. Enter your order number and ship-to zip code
  3. Select the item(s) you would like to return by providing the quantity and reason code for each
  4. Print out the packing slip that goes inside your package
  5. Create & Print your pre-paid ***** SmartPost Returns label, and securely attach it to the package
  6. Retain your tracking number for possible future use

   

  If you purchased online at Clarksusa.com you should have received a confirmation email that will include the order number.  Please use this number along with the zip code the order was shipped to to look up your order in Step 1 above.  Hopefully this helps resolve the issue, but if you have any further questions please contact us.

  Thank you,

  ***

   

   

*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. ↩