Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/11/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
order ********** placed on november 20th which was to arrive in the 27th of the same months has been missing for 2 weeks now, I have been waiting for 2 weeks and no signs of my package, I would like a complimentary clarks gift card to purchase a next clarks. Thank you.
Business response
01/03/2024
Hello,
Order # 1000940636
Per Fed Ex tracking: 61290988211547030290
Thanks for your patience. The tracking number shows this package was delivered on 11/21/13. I attached a screenshot with the Fed Ex proof of delivery.
-Clarks TeamInitial Complaint
11/30/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I bought a clarks desert trek 8.5 color sand , like 2 month a go its the right side very tight for the left, I asked, just give a time it's new shose , keep trying but no way to be good killing my feet the right one, Besides I have another 2 very good and beautiful, try to find a help here, customer service no helpCustomer response
12/11/2023
I have not heard from the business in response to my complaint.Business response
01/03/2024
Hello,
Thanks for your patience. Unfortunately, we do not accept returns for worn product. Please see our return policy below:
At Clarks, we want you to be as confident in your purchase as we are in our products. Thats why were proud to offer FREE returns & exchanges on all orders. If you are not fully satisfied, simply return your unworn or unused product in its original condition and packaging within 60 days of purchase for a full refund. Please note, exchanges are not available for ******, ******, ** territories, and APO/FPO addresses at this time. However, you may return your item for a full refund and place a new order for the product you would like.
Sincerely,
Clarks Team
Initial Complaint
11/17/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
The insoles started to open up and some hard materials keep falling inside the shoes that are sharp and hurt my feet. These shoes where purchased September 20, 2023 and started falling apart October. I reached out to Clarks because the issue was only getting worse. Spoken to numerous agents, sent pictures. I was told they are willing to offer a refund of $20. I said absolutely not. I emailed them and stated that these shoes are of poor quality. Because there's no company that sells item which deteriorates in less than 2 months especially Clarks. I've told them my husband been wearing their shoes over 20years, me not that long. But have love the quality of their shoes. Have numerous pairs of different styles . This is the first having issues and been trying to have the matter resolved but to no avail. If they prefer not to refund I will be happy to exchange. All they keep saying is that they are sorry and the issue is being escalated to management and I'm being offered $20 which I refused. Its not 6 months since I've purchased these shoes. And they are refusing to do anything else. **************** stated they won't be able to assist me over the phone. I will only be contacted by email. I don't know what else to do. ************************************** ************ **************************Customer response
11/28/2023
I have not heard from the business in response to my complaint.
The last email from the business was November 17, 2023. Saying matter will be escalated to management Nothing else.
Business response
12/26/2023
Hello,
Thank you for your patience. Can you please confirm if this purchase was made directly through Clark's website or store? If so, can you please provide an order number? I did search our systems using your provided email address and have not been able to locate any orders.
Sincerely,
Clarks Team
Customer response
01/01/2024
[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
11/15/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
This company billed my credit card in fraud. Never ordered any material from them or received merchandise from them. This was done on 10/21/23 and Citi Mastercard says they have until December to respond. This is outrageous. It should have been corrected as soon as I saw the charge appeared on my record.Business response
11/16/2023
Hello,
Per Order # 1000346304
Thank you for your patience. I have verified this refund attempt rejected due to the fraud chargeback. The chargeback was accepted in our cyber security platform.
Sincerely,
Clarks Team
Customer response
11/17/2023
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
11/02/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased shoes from Clarks website on 10/27. They were "delivered" on 11/1, but they were delivered to the wrong apartment building. There is a photo as proof of delivery and the lobby they were delivered to has green and red floor tiles, but my lobby has a granite/marble floor with no tiles.Despite the fact that no theft took place, Clarks customer service said they would only refund me if I obtain a falsified police report stating that the package was stolen from my lobby. This is both illegal (on the federal and state levels) and unethical. **************** refuses to move forward with a refund because I do not want to lie to the police. I did not get the name of the person I spoke to, but it was a man and I spoke to him twice on 11/2/23 - once at 10:30AM EST and again at 11:30AM EST. I believe Clarks records all of its customer service phone calls and should have this on record.Customer response
11/13/2023
[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
10/27/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
PURCHASE PRODUCTS AND NEVER RECEIVED * Date of purchase - 09/15/2023 from ***************************** (no longer available)* Amount of purchase is $25.62 * Company is fraudulent. After 25 days of not receiving my order I began tracking with no success.* Whatever person I have been in contact with only refunded me $5.12 which posted to my account on 10/27/2023.* Tracking # is HHH1000415653YQ - Shipping Carrier - Haihehul International - Track 718 (www.track718.com)* **** postmaster stated that the tracking number provided is an international tracking number & never received a ** tracking number once in **********. Which says the package never made it to *****************.* I researched the company and the web stated that this company is a scam.Business response
10/31/2023
Hello,
Thanks for your message. We have no affiliation with the company you have ordered from. It appears you have purchased through a fraudulent website that has no affiliation with Clarks.
We apologize for the inconvenience.
Best Regards,
Clarks Team
Customer response
10/31/2023
[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
10/06/2023
- Complaint Type:
- Product Issues
- Status:
- Unresolved
Dear **** ****** on Sept 2nd ***** we bought a pair of shoes from the ******* clarks store and they didn't have it in stock, therefore the sales lady offered to have it shipped to our home address for free and the agreement was to be received with in 2 weeks. 2 weeks later the shipment was delivered and no tracking was provided, we tried calling the store for over 20 times no luck, with few times that we were put on hold and then disconnected. We contacted the customer service on the main site with an email and we got a reply that the matter should be dealt with at the store. After many attempts we did get hold of a lady and she suggested to wait another two weeks, which we did and still no shipment. Again after several tries we got hold of the store her solution was to go back to the store with the receipt to get a refund since they update their system and they cannot ship orders made on the old system.I asked if I could email of fax over the receipt and do it that way she said no. We live almost an hour drive away and I am on disability with limited ability, it's not fair that now they ask me to drive back just to get refunded the amount of money that they held for over a month and yet request my attendance in person.Business response
10/17/2023
Hello,
Thanks for your patience. I have contacted upper management to escalate this matter.
Someone should be contacting you this week to initiate a manual refund.
Sincerely,
Clarks Team
Customer response
10/31/2023
[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:
A representative from Clarks sent an email asking for my billing info to do a refund and My information was sent therefore I am waiting to get my money back. Therefore 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,
Hatem FazlipourCustomer response
12/10/2023
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 business promised to refund my money and I accepted their offer yet now two months has passed by and I haven't received my refund.
Please advise.Business response
12/26/2023
Hello,
Thanks for your patience. This case was escalated to *************************** back in October.
We are under the impression this was resolved with a manual refund. Please let us know if this has yet to be resolved.
Sincerely,
Clarks Team
Customer response
12/27/2023
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 reason I am refusing the settlement because no refund was issued. And I have contacted the company few time via sane email that requested my bank info..
FAQ
Regards,Hatem
Customer response
01/10/2024
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 business promised a refund and last communication we had they asked if a refund was received and I replied no refund was received! And still no refund was received
Initial Complaint
09/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a pair of Clark's sandals 1/29/23 to use in the spring and summer. (actually a mothers day gift from my family so they weren't used until after May) *** soles of the defective sandals have started to pull away from the bed of the shoe and are falling apart. I have other older Clark sandals and have never had this problem before. I reached out to customer service August 18 and explained the problem with the shoes. *** representative (**********) had me send pictures and copy of receipt. She said I would have to contact JCPenney for customer service since they were purchased from them even though they are Clark's shoes. Since they were outside of JCPenney's return window they would do nothing about the defective product. I reached out to the Clark's representative ********** explaining the situation again but she has never responded again. I am extremely disappointed with Clark's quality and would like a replacement pair of shoes. ***y are certainly not worth their price tag when they fall apart so quickly.Business response
09/22/2023
Hello,
Thanks for your patience and we apologize for your experience. We do have limited options with orders or purchases that did not originate directly through Clarks. However, I will reach out to *** and escalate this specific case to better assist with a resolution.
Sincerely,
Clarks Team
Initial Complaint
09/06/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I've purchased several pairs of Clark's shoes over the years and always found their products to be excellent. On 5/17/23 I tried on and purchased a pair shoes at a Clark's retail store. After wearing the shoes for approximately 20 to 30 minutes at home I found the construction of the shoes to be poor and unsafe to wear. Specifically, the straps that go over the foot and between the toes (similar to 'flip flops') were made of a fabric which stretched (unlike -firm- 'flip flop' rubber straps), making the shoes very unsteady. The following week the retailer refused to take it back for a refund or exchange because it was already worn and directed me to contact Clark's customer service. I emailed and called their customer service department on 5/28/23. Also, as per their request, I emailed a copy of the store receipt and several photos of the shoes specifically pointing out the problem. They emailed back that they would review the issue and soon get back to me. They never called or emailed unless I chased after them. I emailed and called several more times over the next few weeks and was told each time they would refund the purchase. I requested a return shipping label each time and was told not to return the shoes. Furthermore, because it was purchased in a store they insisted they could not refund my credit card. They requested I provide them my Bank Routing and Account Numbers and they would process the refund to my bank account within 2 weeks. They acknowledged receipt of the bank information and the ** manager offered me a separate U.S. $75 ("60 GB Pounds") credit towards a future purchase to make up for the overall poor customer service experience. It's now 2 months later and 3 firm promises of a refund, and still no refund and no store credit to make up for the ongoing poor customer service experience! (It's nearly 3 1/2 months since my fist contact with Clark's **. See photos. I have multiple emails from Clark's ** confirming everything). Please help. Thank you.Business response
09/13/2023
Hello ********,
Thanks for your patience regarding this issue. I have escalated this complaint to members of management. We will be following up with a resolution.
Sincerely,
Clarks Team
Customer response
09/18/2023
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.
Via my phone call on 9/15/23, to a Clarks CS Supervisor, he advised that he was escalating this matter yet again, and that "Clarks would not wire the refund into our account but would probably send a refund check" (which had I suggested they do 3 1/2 months ago!). This is approximately a month and several phone calls after a Manager had insisted they could not refund my credit card and that I must provide my bank routing and account number so they could wire the refund (to my knowledge this is unheard of in customer service refund situations!). I requested an email detailing this information. Again, as in many previous emails, they apologized but no mention of the substance of the phone conversation. The supervisor advised he would get back to me (phone? email?) first thing Monday morning - today! So far, no call or email.
Here's the email they sent on 9/15/23:
Thank you for taking the time to contact Clarks.
Please kindly be advised that the issue has been escalated by Autumn. Please kindly allow until Monday for a response.
Thank you again for taking the time to contact us. On behalf of Clarks, I am sorry for any disappointment caused.?
Kind regards,
*************************
View the Clarks Privacy Policy.
C&J Clark International Limited Trading as Clarks Registered in ******* number 141015
****************** ****************************************************************************
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,********
Business response
09/22/2023
Hello,
I can confirm this information. There are instances in which **************** Supervisors do request banking info in order to refund via wire transfer.
This is something we do to handle manual refunds in rare instances such as these.
Sincerely,
Clarks Team
Customer response
09/29/2023
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.
I have been beyond patient. While I appreciate Clarks response, the refund has been promised multiple times. This issue has been ongoing for over 3 months. Per Clarks CS manager the refund should appear before the end of next week in my account via a bank transfer. I will consider this matter resolved and closed once I receive the refund. Thank you for your follow up.
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,********
Business response
10/17/2023
Hello,
I have confirmed the wire transfer request was submitted back on Tuesday 10/3/23.
Sincerely,
Clarks Team
Customer response
10/18/2023
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].
This matter is now going on four and a half months of my phone calls and emails to Clark's ************************* Throughout this time ******************'s has been ambiguous and untruthful. To wit, the last email from a Clark's CS Supervisor stating the following: "Your refund of $48.75 will be processed by wire transfer on the 22nd of September 2023. This payment will take up to 15 days to credit and will show on your **** account statement as C&J Clark International. The payment should reflect approximately on the 8 or 9 of October 2023." And now they assert the refund was processed on October 3, 2023? If so, then the refund should have appeared yesterday or today. It hasn't! This is unacceptable. Please help! Thank you.
Sincerely,
*****************************.
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
08/11/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I purchased my shoes (********************* style) on June 20, 2023. Order number *********. On July 19, 2023 I reached out to Clarks customer service due to issues with the **********************. Ive been going back and forth with support and most recently sent in photos of the poor quality of the shoe as the soles are disintegrating (cracking, crumbling or coming apart at stitching). These shoes are less than 2 months old. Support is not being helpful. These are expensive (to me) shoes. And the best they can offer is $15 off. They have sales but will not accept the sale price with the $15 off coupon. I have attempted to call but I am unable to reach someone by phone. The last pair of Clarks shoes I had (the exact same style and all) lasted **** years. I literally only got new ones because I had worn down the bottoms of the soles from intended use and wear and tear. Here is the latest response regarding my June 20, 2023 order from Clarks From the information you provided, it seems like your shoes were manufactured in?some time ago and are thus one of our older styles. Sometimes, over several years, shoes can go through a process called hydrolysis, which is a chemical breakdown of the polymer used when making shoes with Polyurethane soles. This can ultimately result in soles disintegrating (cracking, crumbling or coming apart at stitching) when stored in certain conditions for long periods of time. Clarks began phasing out the use of this material around ten years ago and now uses materials which are far less likely to degrade over long periods of storage. Since 2012, instances of hydrolysis reported to us have declined by 63%. We hope you'll understand that we can't guarantee our shoes will last forever, but we do our best to make them long lasting. We give consideration to complaints on adults footwear up to six years after purchase. If they consider complaints up to 6 years, why cant they help me with this order less than 2 months old?Business response
08/14/2023
Hello,
Thanks for your patience. I can see customer service has resolved this and refunded this order. Please see attached for a screenshot of the refund in our system.
This refund was processed on 8/11/23. This should reflect on your card statement within 3-5 business days.
Sincerely,
Clarks Team
Customer response
08/14/2023
correct, I received notification of a refund from Clarks AFTER I submitted a BBB complaint. I accept the refund. However it still has not shown up in my bank. I will reach out to Clarks customer support if I dont receive it in 7 calendar days. Thank you.
[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,
*******************
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.