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Business Profile

Retail Stores

Mark's (Corporate HO)

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Mark's (Corporate HO)'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 20 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/12/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Made an online purchase that the store wasn't able to process in the time I was hoping for. Tried to cancel order in store and was told to call customer service. Called customer service and was told I'd have to wait a few more days to cancel. By the email I received, their policy is to cancel the order and issue a refund if the items are not picked up within * days. That was a month ago. When I brought it to their attention they told me they want more time, with my money in their hands, to find out why they haven't issued the refund. This is not customer service and there is no way my money should be held up for their internal investigation. I'm getting the runaround from this company.

    • Initial Complaint

      Date:27/11/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The store did not have my size. Clerk ordered on line for me at store, she said * days delivery, it has now been * days and **************** just told me the **** so * weeks waiting to receive a pair of jeans that your staff told me * days. I will NEVER order on line again. I was visiting to town for the week expecting them before leaving, I now have to have them shipped AGAIN by family to my home. This is unacceptable to take 2 weeks to ship to one of your own stores. Order number **********

    • Initial Complaint

      Date:22/11/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Shoes were ordered online from ****'s on September ****, received October **** (order number **********). The shoes did not fit as expected and were returned to ****'s using instructions they sent me by email on October ****, at my own expense! ****'s received the shoes back on October **** ************ tracking #****************). To date ****'s has refused to provide a refund. I have contacted them by phone 5 different times; October ****, November ***, November *** (again), November *** and November ***. Each time I speak to customer service I'm told to expect a different timeframe for my refund and each time it is extended. Last time I spoke to customer service I was told the refund could take ANOTHER MONTH. This is inexcusable. I have also tried to reach out to customer service by email on November **** to get them to put anything in writing. To date, I've received no reply.

      Business Response

      Date: 22/11/2023

      **** assigned to case manager for follow up and resolution

    • Initial Complaint

      Date:10/07/2023

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Placed an order online on May 18th. I received 3 of the 7 items I ordered. I contacted Marks customer service and was told that the second part of my order had no house number on it. So it was returned, I requested they resend the order with my house number, and was told that it's not possible. So from May 18th to todays date I have not received my refund.

      Business Response

      Date: 11/07/2023

      A file has been created and we will contact the customer. File # *********

      Customer Answer

      Date: 11/07/2023

       
      Complaint: 20297511

      I am rejecting this response because:
      I had a file opened on June 14th with ****** at Marks customer service, then spoke with ******* on July 10th who in formed me I should have received my refund on June 29th and she said she not sure why it wasn't processed . 
      Sincerely,

      *********************

      Customer Answer

      Date: 27/07/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Thank you so very much , for help getting my money back , I received the money back in my account last week.

      Sincerely,

      *********************

    • Initial Complaint

      Date:03/01/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I did ordered online a pair of work boots, on December 27, 2022 order no: ********** Willing to get them as soon as possible I choose the pick up fulfillment option.It did not allowed me to book the closest store because was no stock. Then I choose a further store with available inventory. As of today Jan 02, 2023 the system still shows status as processing.I called customer service and ask about status was told to wait ( no estimate or anything how long) as theyre cannot do anything on that. I asked to cancel and release the hold on my account, as well I was told to wait until order is fulfilled and after wait another 7 days and not pick the item and finally I will be refunded, but when no one knows.I asked to talk to a supervisor and they hang up on me.

      Business Response

      Date: 05/01/2023

      Hello ******,

      We have looked into your order and see that the order was picked up on January 4th 2023 and returned at the same time.

      We do apologize for the delay in receiving your ready for pick up email and any inconvenience that was caused.

      Regards,

      *******

      Mark's

       

      Customer Answer

      Date: 08/01/2023


      Complaint: ********

      I am rejecting this response because:

      the formal apologies would not made up my time wasted for waiting the merchandise.

      i would expect compensation for this

      Sincerely,

      ***************************

    • Initial Complaint

      Date:03/01/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of the transaction: Nov, 23, 2022 Total amount paid: $192.09 Order #********** I never received my parcel and it is a whole entire month since ordering. I never got any updates or shipping notifications at all. Finally, ********* said to pick up the parcel at their centre but when I attempted to and called them regarding this- they said my order was cancelled and sent back by Marks. I never requested this and never received a notification or anything of cancellation. When I asked about receiving a refund they said it can take anywhere from ***** business days. This gap is huge and unacceptable. I would like to be refunded immediately and am not waiting 80 days for a refund.

      Business Response

      Date: 05/01/2023

      Hello *********,

      We are sorry for the delay in issuing a refund for this order. We have issued the ************ and you should see it in the next 5 business days posted to the card connected to your ****** account.

      We do apologize for any inconvenience that this has caused.

      Regards,

      *******

      Mark's

    • Initial Complaint

      Date:21/12/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order #********** I placed a order on Dec 16th, 2022. I changed my mind about the item and called customer service. They advised as it was past the time line I would need to wait till item delivered and than go to store and obtain a refund or after 7 day your item will be returned and a refund will be issued. (it states this same thing on my receipt about credit card automatically refunded after 7 days).I called the store today to see if it could be refunded. They advised the policy is they will hold the item and the customer must go to the store to obtain a refund. They told me to call customer service at ************** and they could issue a refund. I called customer service and they advised this information is not correct.I called the store back and they said they will just hold the item till I go there. I advised them they need to correct the information on the receipt if it is not the case that the credit card will be refunded.

      Business Response

      Date: 22/12/2022

      Hello ******,

      We apologize for the delay.

      We have issued the refund for your order as per your request. You will receive an email stating that your order has been picked up. Please disregard this email as it is part of the process of closing your order off. 

      Please allow up to 5 business days for your pick up emails to close off and for your refund to process.  

      Regards,

      Shannon 

      Mark's

      Customer Answer

      Date: 29/12/2022


      Complaint: ********

      I am rejecting this response because:

      it has been 5 business days and I have not received a email as per their 

      last email stating item would be picked up and a refund would be processed. 
      I have checked my junk email folder and there is no email there. 

      Sincerely,

      *******************

      Business Response

      Date: 05/01/2023

      Hello ******,

      We are looking into this issue for you. If you could please send an email to ************************************ with the order number for your order will will be able to look into it further for you.

      We do apologize that this has not been resolved for youl

      We do look forward to hearing back from you so that we can resolve this matter for you.

      Regards,

      *******

      ****'s

      Customer Answer

      Date: 05/01/2023


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *******************

    • Initial Complaint

      Date:09/12/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On the afternoon of Saturday, November ****, I purchased a pair of "**** ****** ** **** *** *** ********** **** Shoe" - also described on the box as "******" - from this ****** location. I paid $****** with tax. When trying them out in-store, I stood up and walked around for a few minutes, as I am accustomed doing for new footwear, and did then find them suitable.Marks receipt commits to accept my "unused, unworn, **OR** Manufacturer defective item for a full exchange."After arriving home with the purchase of my Hikers - and in the ensuing week - I took them for a couple of walks of moderate and short length for the purpose of wearing them in and ensuring their comfort. After each I was experiencing ongoing and considerable discomfort from the right boot over the base of my smaller toes, when the shoe bent.On the morning of Saturday, Nov*****, I returned to the store. I approached a cashier first and said that I would like to exchange boots that I had purchased. That cashier said that I should first select another pair in the store. I spent approx 45 minutes looking at and trying-on multiple pairs of boots, made another selection, and presented both items to another cashier, with the receipt, requesting an exchange.This employee took the items from my initial purchase out of the box, examined them, and asked if I had taken them to work. I responded that I had not. They responded that they had been used, were wet and dirty, and could not be exchanged. I attempted to explain that the problem could only be recognized after walking in them more. They responded again that they were used and could not be returned, and that they were sorry. No inquiry was made, or examination seemed to be taken, as to whether a *defect* was causing my irritation.Early the next week (Nov.**** or ****), I wrote Marks via the form on their website, even specifying the category of Returns, ********************** describing this issue. I have not received a response.

      Customer Answer

      Date: 13/12/2022

      Hello,

      Attached here is a jpg photo of the boots from ****'s and pdf scan of the receipt. I did attempt to also send a jpg copy of the receipt with my initial complaint, so please do acknowledged that you have received these. Thanks.

      **************

      Business Response

      Date: 16/12/2022

      Hello *****,

       

      We are sorry to hear that you were not able to do the exchange at the store. We have contacted the store that you purchased the boots at and they are willing to do the exchange for you.

       

      Please take the boots along with your receipt back to the store and ask to speak to a Manager in charge and they will be happy to assist you.

       

      We do apologize for any inconvenience that this has caused you.

       

      Regards,

      *******

      ****'s

      Customer Answer

      Date: 18/12/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***********************

    • Initial Complaint

      Date:21/11/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of transaction: August 30, 2022 - Order Number: ********** - paid $89.95 + tax and then $16.46 to return the product via ************* the business promised to provide me with an easy return, if I include the receipt and its packing list (I have emails confirming this - the business says *********** lost the package, and they cannot provide me with a refund; although *********** says the package was delivered Sept 8 tracking # **************** - the business has not indicated that I will receive a refund, because *********** lost the package, and now they have to find it before I can reimbursed which contradicts the company's return policy which is posted *********************************************************************************************** * note my product arrived with no packing list, but the company emailed me one which I included in the return box - my case number is *********

      Business Response

      Date: 21/11/2022

      Hello *****,

      Thank you for reaching out to us regarding your ****'s online order. Our records indicate that your order has been refunded as of today November 21st, 2022.

      You should see this refund to the credit card used within the next 5 business days.

      We do apologize that this refund was delayed.

      Regards,

      *******

    Mark's (Corporate HO) is NOT a BBB Accredited Business.

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