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Complaint Details
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Initial Complaint
07/25/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have Been shopping at clarks for almost 20 years at the *******! Always been a pleasure until today. The Supervisor was very unprofessional and not very welcoming. **** stain the shoe and damaged the shoe. He then refused to at least offered a 10 percent discount. He continues to use some sort of grease ans made it worse. Never had this sort of service in the past with the company.
Business response
07/26/2024
Hello *****,
We apologize for your recent experience at this location. I have reviewed your complaint and forwarded the message to customer service management for appeasement.
They will assist with offering a resolution.
Sincerely,
Clarks Team
Initial Complaint
07/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Unbeknownst to me, clarks website was not functioning properly, on 7/10/24 I tried to purchase a pair of shoes, my order never went through, I was charged $108.06 twice. According to clarks, this has affected 100's of customers. They don't seem to want to refund my payment as of today. It's been a week, and they still haven't refunded my payment. It took less than 1 minute to take my money, but over a week to return it. I don't care that there system is malfunctioning, I just want my refund!Business response
07/23/2024
Hello,
We appreciate your patience and apologize for the inconvenience. I have verified the information you have provided. I have manually cancelled each of the pending payments attached to your order attempts.
Sincerely,
Clarks Team
Initial Complaint
07/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I returned a pair of shoes on June 6th, thru ****** I never received a refund or an email, I called the customer service number **************, on June 16th I spoke to a representative that said my refund was denied due to excessive wear, and that they would be returning my shoes, I spoke to a supervisor about the quality issue that I had stated in my return. He claimed that they were already being sent back to me and there was nothing he could do even though it states on there site that the return is still pending. As of f today July 12th, I do not have my shoes or a refund. I called back today just to hear the same script, I asked to speak to a supervisor, I was told I would be put on a return call list.Business response
08/06/2024
Hello ******,
Order 1003629583
I have verified from our warehouse and the order notes that the product was not originally refunded as the returned product was heavily worn and not in resalable condition.
Please see the wording in our return policy below:
"At Clarks, we want you to be as confident in your purchase as we are in our products. If you are not fully satisfied, simply return or exchange your unworn or unused item(s) in its original condition and packaging within 60 days of purchase for a refund or replacement item."
As a one-time courtesy we have issued your full refund for an exception to our policy. This will reflect on your card statement within 3-5 business days. Please see attached.
Sincerely,
Clarks Team
Customer response
08/09/2024
[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
06/27/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
This item in question was purchased for an elderly relative. When the items were received, they were clearly used and previously worn. The purchase was made under my name but addressed to family member. I attempted to exchange online but will only accept the recipients information and not mine, the purchaser. I contacted Clarks, spoke to an unprofessional customer service agent named ***** who refused to assist. I attempted again to go online to resolve and instead of an exchange I wanted a refund and now the order is no longer listed. The purchase was made earlier this month and still qualifies for a full refund.I've made a complaint online, on 06/25/24 and have not received a response. Please assist with a refund.Business response
07/26/2024
Hello,
Per Order # 1004725992
Thank you for your patience. I have verified the refund was issued on 6/26/24. There was an original shipping charge of $19.26 that we don't offer refunds for per policy. As a courtesy for customer appeasement, I have also completed the refund of the original shipping cost.
-Clarks Team.
Initial Complaint
06/21/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I was trying to order a similar shoe on the website and the ordering process was very difficult to maneuver. I placed order (3) times, since it kept saying my credit card was not accepted. So I gave up and somehow stumbled onto My orders and there were the (3) duplicate orders - same (2) pair of shoes. There is NO OPTION to cancel orders after speaking to a manager. He said to me "oh you have to wait an hour or so to see if the order went through". We'll my orders kept going through without me knowing it. The (3) orders will be shipped regardless of error and I will have to turn around and send them back. Not sure yet if I have to pay a return amount.Very disappointed in this company and their choice to not try to make a customer happy. Only stick to one way and not open to any other way.Will not do business with this company again or buy their product.Business response
06/25/2024
Hello Kitty,
Thank you for your patience. Unfortunately, we have limited capability of being able to cancel orders, so we do have disclaimers in our website's FAQ section explaining the inability to cancel online orders. I have attached each of your 3 invoices. In order to refund the orders, we would need them to be sent back and returned to our warehouse. Please visit this link for return instructions: *********************************************************************. We do have a return fee per order but will happily refund/waive these fees for each of these 3 returned orders.
Orders: **********, ********** ,1004912516
Sincerely,
Clarks Team
Customer response
06/25/2024
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.
FAQ
Regards,Kitty
Initial Complaint
06/06/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
- purchase made around Nov 2023 were returned. said they do not refund back to the original payment method, gift card only. - never received one in mail. contacted customer care. says they have been sent, gives me 2 separate card numbers. - stopped by Clarks store in ****** ** to use them in person. unable to use them as *** were never given. tells me to contact same customer care again, as ****************************************** and online support are not connected at all.- contacted support again by email. now tells me that they have refunded them to the original gift card used. checked, not true. sent them(per their request) detailed info on gift card usage time line, screen captures as proof, showing that total amount of $94 has NOT returned to my initial gift card nor have I used them in anyway. - says they will get back to me upon review. sent them a check-in email week after. still no update til this day. not even responding to the last email I sent out on 05/21/2024. All email records still available as proof if BBB needs it. - essentially all they need to give me is the *** for this digital card numbers they gave me, as the balances do show up when I check them online. BUT UNABLE TO USE THEM IN ANY WAY WITHOUT THE ***. - I do not understand why this has to take this long, if they themselves CAN SEE that I have NEVER been able to use up the refund amount due to missing ***. - needs a response AND. refund right now. I am looking to be reimbursed in cash, NOT A GIFT CARD. I have tried and waited with patience, spoon-feeding them all the info just to be ignored.Customer response
06/17/2024
I have not heard from the business in response to my complaint. they have replied to the email that Ive sent out to them separately, however a generic response which mentioned no solution but simply repeating my initial issue. I do not understand why they cannot follow up on this.Business response
07/06/2024
Complaint # ********
Original order # **********Hello,
Thank you for your patience and we apologize for the frustration this has caused. I have reached out to customer service management to assist with a manual refund. We can see this order was placed using a gift card. There's no other form of payment attached to this transaction. A Clarks management team member will reach out to assist with a manual refund.
Sincerely,
Clarks Team
Customer response
07/08/2024
[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,
Yu ChaInitial Complaint
04/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
As my attachment indicates I placed an order on 3/28/24 for Clarks drift buckle denim sandal size 5 as well as the shoe shine sponge. I only ordered the sponge to get free shipping after a $50.00 purchase. At that time Clarks was having a big sale which added to $55.30. I authorized PayPals payment as you can also see but I never received the products. Therefore, I contacted customer service phone who werent very helpful and they told me to email customer service who then told me to call the phone line. Just fyi, about two months ago I was having the same problems placing an order with Clarks via online and they indicated that they were having online issues. I believe the same thing is happening again with this order. Unfortunately, Clarks customer phone service or email werent helpful either and it took a month for me to figure it out, The issue now is repeating itself, hence this complaint. I just want what I ordered on 3/28/24 to be honored and PayPal can be authorized. By my persistence to order Clarks shoes which I love, its obvious that Im a loyal customer and in fact for over 30 years.Business response
04/18/2024
Hello *****,
Thanks for your patience. We sincerely apologize for the inconvenience. I have confirmed your order was not successfully processed due to a system glitch. I cancelled the pending payment. I have reached out to customer service to assist with price matching.
Sincerely,
Clarks Team
Customer response
04/18/2024
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.
Based on my prior experiences with Clarks and your lack of customer service both online and email correspondence, I am rejecting this response until Clarks contacts me personally and you successfully resolve this issue. I look forward to you keeping you word that you will price match me on both items that I purchased on that date as it was an error on your end. 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,*****
Business response
05/07/2024
Hello,
I have escalated this issue to customer service management to be resolved. Can you please respond and let us know if someone has reached out & resolved this?
Sincerely,
Clarks Team
Initial Complaint
01/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a pair of boots on Nov. 28, 2023 for $159. I returned those boots and requested an exchange. I received the new pair of boots but the sizing was still wrong so I returned the new boots and it was received on Dec. 19 per the tracking number (************). I have emailed them on numerous occasions (12/30, 1/8, 1/11, & 1/21) and they have stopped responding. My refund has not been issued. I have tried calling their number *****************) but no one answers. I have waited over an hour on multiple times. I just want them to issue my refund. I will never purchase from their online store again.Business response
01/25/2024
Hello,
Per Order # 1001142939 / Exchange order # 1001409620
Thanks for your patience. I have confirmed that we have received /inspected this return from the exchange. There was a system glitch which prevented the refund from being properly processed. We apologize for the inconvenience. I have issued a manually refund. This will reflect on your original form of payment within 3-5 business days.
-Clarks Team
Customer response
01/27/2024
[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
01/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I received a Clarks gift card for Christmas and tried to use it online because the gift card says its redeemable at clarksusa.com. However there is no where to enter the gift card information on their website. I called customer service on 1/9 and was told the gift cards cant be used online. I told them it says you can use them online and they said their system wont let them be used online. I went to Clarks outlet store A857 to look for the shoes I want there. They dont carry them in store so I asked if they could order them. The store said they cant place orders anymore because they have a new system. I asked the associate what I should do and they told me I could try to find the shoes at a store an hour away. I called the same store on 1/11 and asked if they could refund the gift card since I cant use it online and the store cant order shoes. They told me the gift card could not be refunded. I was transferred to the store manager and asked him what solutions corporate was offering for the gift cards not working online. He told me another customer had the same problem but customer service fixed the problem and transferred the funds to a different card that could be used online. I called customer service again on 1/16 and they said it was impossible to transfer the funds from the gift card and that the problem is with their system. The agent said they are working on a fix but theres no ETA for when it will be resolved. I told her what the store manager said about the other customer who was helped and the agent said the best she could do is give me a code for $25 off on the website. The gift card is for $150.This is ridiculous. Im just trying to buy shoes or get my money back but Clarks is making this impossible. I know the card says not refundable but it also says you can use it online.Please help me get a refund or credit I can use on their website. Im willing to go in person to the store to turn in the gift card if I can just get a refund.Business response
01/25/2024
Hello,
Thanks for your patience and we apologize for the inconvenience. We have since updated the ability to redeem Gift cards on our website.
Please visit our site and shop with your gift card.
********************************************
********************************************/gift-card-terms
Sincerely,
Clarks Team
Customer response
01/29/2024
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 # ********.
I visited the website on both a computer and mobile phone and there is no option to enter a gift card. The website is unchanged from before. Please advise how I should proceed.
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
01/31/2024
Hello,
Thanks for your patience and we apologize for the inconvenience. We had a temporary tech issue with our site that has since been addressed and fixed. We have since updated the ability to redeem Gift cards on our website.
Please visit our site and shop with your gift card.
********************************************
********************************************/gift-card-terms
Sincerely,
Clarks TeamCustomer response
02/02/2024
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 # ********.
I am still unable to make a purchase on the website. The gift card information can be entered now but I'm not able to check out for the remaining balance with a credit card. Someone from Clark's told me the whole payment system on the website wasn't working. Is that still the case? And can I place my order over the phone? I have an account and a card ID number.
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
02/14/2024
The gift card is valid for redemption. Please let us know what specific issues you're having with this gift card. Our website gift card functionality is now working properly.
Customer response
02/23/2024
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 # ********.
The first time I tried to use the gift card the payment and order didnt go through but it did show my gift card balance correctly. So I removed the gift card number so I could try entering everything again to see if it would work and I got a message your gift card balance will be returned in 2 hours. This was over a week ago and it was never returned. Now every time I try to use my gift card it says invalid and when I check the balance it now says $0. Please help fix my gift card so I can make my purchase. The gift card amount is $150.
FAQ
Regards,******
Initial Complaint
01/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an order on clarks.com for a pair of slippers with the order number **********. It was sent to the wrong address, and the items were stolen. I have tried reaching out to Clarks to get either a refund or replacement for the shoe re-sentment, but I have not been able to get a hold of anyone on the customer service number for the past few days to get a replacement. I have also tried to send an email, but I could not get in touch with the company at all, being on hold for hours and getting no response on their online customer service form. I would like for you guys to try to reach out to them to get a refund or a replacement of the items. When reaching out to clarks I asked if I could have a replacement sent out to me at the current address, *************************************************Business response
01/25/2024
Hello,
Order # 1001264668
Thanks for your patience. Although we typically don't accept responsibility for lost or stolen packages, I have verified your refund was issued yesterday 1/23/24.This can take up to 5 business days to reflect on your card statement.
Clarks Team
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