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Complaint Details
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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
Initial Complaint
07/18/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
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: ClosedSincerely,
Clarks Team
Initial Complaint
07/09/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
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 againBusiness 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 useSincerely,
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
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
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
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 useIf 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,
***
Initial Complaint
02/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I made a purchase on **/5/21 (order # *********) for a pair of clarks wallabee men's shoes. I returned the unworn shoes that were to be a Christmas gift via **** on **/27/21 due to the sole separating from the shoe. I hadn't heard if the returned shoes had been received or not, so I called customer service to inquire. After multiple attempts, I was finally able to speak with someone regarding on 1/11/22. I was told that the shoes had arrived at the facility and needed to checked in. The young lady sent me an email reflecting my return and refund amount ($156.68). No news or refund in my account. I called Clarks again on 1/24/22 and was told it would take **** business days for the refund to reach my account. Today is business day #**. Still no refund or word of refund from my bank. I have attempted to call customer service several times today, but the associates keep disconnecting my call. I am requesting my intended refund please! I am disappointed at the level of customer service for this company.Customer response
02/20/2022
I have not heard from the business in response to my complaint. Can you please continue to assist me? I feel as if they have stolen from me.Business response
03/21/2022
Hello,
We have investigated this complaint and found that the order in question was refunded in the amount of $156.68 to a MasterCard ending in **** on January 11, 2022 @ 9:38am EST. Attached is a screenshot from our payment provider showing the credit to the account. I can see in their order history that a different MasterCard has been used for other orders by the same customer so they should make sure to check the correct account when looking for this refund. Hope this helps resolve this issue. Please reach out with any further quesitons.
Thank you,
***Initial Complaint
01/15/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
I placed the shoes on 11/25/2021. The order number is *********. The shoes came on November 29. However the size didnt fit I decided to return it back. I shipped out the return on December 7, its been almost 50 days and have not receive the return back. I emailed the Clarks customer service and no one reach me back yet. Please help thanks!Business response
01/20/2022
Good Morning,
I apologize that we have not been able to respond to the email that you sent to us on 1/8/22. We have been dealing with staffing shortages and illness over the last few weeks.
I was able to confirm receipt of your return and processed your refund. Please allow **** business days for our banks to process this.
Best,
Clarks
Customer response
01/24/2022
[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,
Hangyue ****Initial Complaint
01/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have tried sending emails since November 2021 to resolve my issue and this retail business have ignored my request. I sent pictures of the damaged/ shoes and they refused to do anything. I asked them to call me and this fell on deaf ears.Business response
01/18/2022
Good Morning,
According to our records, we respond at the beginning of December stating that if you were unhappy with the product to please return them. Where you have kept them past the return window, it does not seem as if that was a satisfactory response. We are happy to make an exception if you would still like to return them for a full refund.
If you had something else in mind, please let us know how we might be better able to fascilitate brining this to resolution.
Best,
Clarks
Customer response
01/18/2022
[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
12/27/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
In early December I completed a mail return of two orders to Clarks. Tracking via ***** shows both packages were received by Clarks on 12/14/21. I have not received any communication regarding the return or when I will be refunded. I have made attempts to contact customer service by ******** direct message, Instagram direct message, email, and phone. I have made 5 phone attempts and each time it rings once and is then disconnected. This is for orders ********* ($77.93) and ********* ($48.70).Business response
12/29/2021
Good Morning -
I am sorry that you have had a hard time resolving your issue. We have been dealing with staffing shortages like much of the country and the surge of infections has not been helpful. If you could please provide the return tracking numbers I would be happy to process your refunds for you manually.
Also, if at all possible could you please share the phone number that you were dialing in trying to reach out service center? I am unaware of any service outages for our phone number but would like to investigate this issue for you as well.
Best,
Clarks
Customer response
12/29/2021
[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,
*******************************
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