Complaints

This profile includes complaints for C & J Clark Retail, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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C & J Clark Retail, Inc. has 8 locations, listed below.

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• 

  C & J Clark Retail, Inc.

  140 Kendrick St Bldg C Fl 1 Needham, MA 02494-2739

• 

  Clarks Bostonian

  2700 FL-16 Suite 308 St. Augustine, FL 32092

• 

  Clarks USA

  138 Horton Plaza San Diego, CA 92101

• 

  Clarks Shoes

  1001 N Arney Rd # 217 Woodburn, OR 97071

• 

  Clarks

  355 Kindig Ln Hanover, PA 17331

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.

• Initial Complaint

  Date:12/08/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ordered a pair of slippers online with the advertised price being 40% off. Typically, when one checks out there is an opportunity to review information and enter a promo code AFTER selecting 'check out' ... or, the promo code box is prominently displayed near the total cost, so you can see the price before checking out. In Clarks case, the promo code box is hidden on the top of the first page and there is no opportunity to review/confirm costs before being charged the FULL price. Further, you can NOT cancel the order online immediately after placing - in spite of the fact that nothing has shipped. But they sure have a way to charge you an inaccurate amount within seconds! ... These practices are deliberately ************ an attempt to address the matter, I called Clarks poor customer service line and held for nearly an hour and a half - only to be told I can't cancel the order and reenter with the 'hidden' coupon code added, and they can't offer a price adjustment until the product is received (in spite of being charged immediately). I was told I'd have to call and hold for hours AGAIN to obtain the promised discount? Unacceptable!I also emailed their customer 'care' several times - and I'm going on TEN days without ANY response.The CEO makes 3.5 million to run the company this way? Seems to me, Clarks would do better to provide good customer service, and gain REPEAT business. Instead, they have a short sighted business model intent on ripping people off. This was my last purchase of Clarks products and I've been a retail customer for years.

  Business Response

  Date: 12/11/2024

  Hello ******,

  Order 1008123093

  We apologize for your frustration with your shopping experience. We appreciate your feedback and will review our website's checkout process for areas of improvement. We can see a partial refund of $22 was issued today as a resolution due to your promo code issues.

   

  Sincerely,

  Clarks Team

   

• Initial Complaint

  Date:11/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a pair of shoes from this firm the morning of 11/19/2024. At the time the firms website **** said the purchase for $111.30 went through.A few hours later I received an email from the firm indicating the purchase did not go through (see attachment) and that I needed to reorder so I did -again for $111.30.Shortly thereafter when I checked my credit card account, I saw that both charges were listed against my credit charge. In short I was misguided into purchasing the same shoes twice.I immediately called Clarks consumer service staff, spoke to several representatives and was consistently told neither purchase was on its records, probably because there was a chronic problem in the firms order processing system. The firm refused to take any proactive measure to cancel even one of the charges. Instead, I would have to call back over the course of perhaps many days to even get confirmation of the purchase. Then I would have to wait until both pairs of shoes were mailed to me and then I would have to mail them back. Then and only then I might get a refund. The firms practice of falsifying the status of the initial sale caused me to waste a considerable amount of time and money and was very aggravating. I want nothing more to do with this firm or its products. I want an immediate cancellation of both purchases and an immediate refund of the amount of money I paid = $222.60. Thank you/**** *****

  Business Response

  Date: 11/20/2024

  Hello,

  I've done research in multiple systems. I'm not seeing any completed orders directly through Clarks under your name **** or ******* *****. Is there another name you may have used for this order attempt?

  -Clarks Team

  Customer Answer

  Date: 11/20/2024

  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.]
  The purchases would have been made under the name on my credit card, "******** W. *****." To repeat, both these charges are listed on my credit card account. To make matters worse, your firm this morning sent yet another email implying that I still have to complete a purchase of the item in my cart (see attachment below). The kindest interpretation of this situation is that you have a chronic glitch in your system that charges customers' credit cards for a purchase, but does not record the sale in your records or provide the customer with either a confirmation nor an account number. Nevertheless, your system somehow generates a "reminder" email to the customer that implies that they need ro purchase the item again. This cycle has now happened to me twice. I want this transaction terminated immediately and a full refund.     
  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,

  Bradford

   

   

  Business Response

  Date: 11/26/2024

  Hello ********,

  Thank you for your patience and we apologize for the issues and the inconvenience this has caused. The orders had delays with processing in our system. We can now see 2 successful orders placed on 11/19 on our website.

  Order numbers: 1007804977,1007809292. Both orders have been successfully refunded.

  Sincerely,

  Clarks Team

  Customer Answer

  Date: 12/02/2024

  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 # ********. 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.
  
  Clarks' lackluster apology does make up for the hours I spent on the phone trying to resolve this matter, or to just get acknowledgement that I had indeed purchased these shoes. Further the firm does not address the fact that it sent me erronous emails over the course of two days implying I needed to complete transactions that were already completed and for which the firm had been paid. Moreover, the firm repeatedly told me that I had to incur a return fee if I sent the shoes back - even though the error was caused by its system (which it now admits - long after the fact). When I asked the firm's corporate consumer service staff whether I could avoid these charges by returning the shoes to its store in Clarksburg, MD, I was told they would have to wait for them to check. I was kept on hold for 30 minutes and then disconnected. I finally went to the Clarksburg store anyway and fortunately its staff was helpful. Thus it was not because of, but in spite of Clarks' corporate office that I got my money back. And I got it back only after incurring a lot of wasted time, terrible service, aggravation, and a significant car trip to its store. So Clarks' quasi-apology is not accepted, I do not consider the matter resolved until I get a full apology and a gesture to compensate me for the time and travel I had to expend to right the company's wrong. This is not much to ask - the apology costs nothing and the gesture can be minimal, but these have to be provided before I consider the matter resolved.  
  
  Regards,

  Bradford

   

   

• Initial Complaint

  Date:11/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 August 7, 2024, I purchased a pair of shoes for my son and were received on August 10th. The shoe was too small, so I submitted an exchange on their website on August 27th for a larger size. After shipping the box to **************************, I realized that I packed the incorrect shoe in the box. I called customer service to alert them that there were a pair of New Balance sneakers in the box. I then proceeded to ship their shoes back a couple days later. Since the beginning of September, I've been called their customer service number asking them to return the initial shipment, which doesn't belong to them. I was given credit for the Clarks that were too small. I provided Clarks with proof from ***** that both shipments were received by the Clarks warehouse, which have been attached with a picture of the sneakers that do not belong to them. They were purchased from Journeys.

  Business Response

  Date: 11/15/2024

  Hi ******,

  I have contacted our returns management department in our warehouse. Unfortunately, they do not have the New Balance sneakers you reached out about.

   

  Sincerely,

  Clarks Team

   

   

  Customer Answer

  Date: 11/16/2024

  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. 

  No, I am not satisfied with this answer. If I did not provide proof from *****, then I would let this issue go. As per ***** TRACKING, the first package that contained my son's sneakers, was signed for on August 27th at 12:47 pm. The second package containing their shoes was signed for on September 4th at 12:07 pm. They can't say that they did no receive my sons sneakers. They need to accept responsibility for either misplacing the shoes or be reported as a theft. What more proof do I need to show that the parcels were received at their warehouse? 

   
  Regards,

  ******

   

   

  Business Response

  Date: 11/20/2024

  Hi ******,

  We are unable to accept responsibility for customer errors of shipping ************************** product to our warehouse.

  -Clarks Team

  Customer Answer

  Date: 11/21/2024

  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. 

   Dear Clarks,
  
  I am writing to express my frustration and disappointment with your handling of an issue involving merchandise that does not belong to your company. Despite my efforts to resolve this directly, no investigation was conducted to determine whether the merchandise may have been stolen by your warehouse employees. Additionally, you failed to explain your policies and procedures for handling merchandise that is mistakenly sent to you.
  
  This lack of transparency and accountability is exactly why I reported the issue to the Better Business Bureau. What makes this even more frustrating is that if the roles were reversedif Clarks had mistakenly sent me an extra pair of shoesyou would undoubtedly expect me, in good faith, to return the item. Yet, in this situation, you have shown no willingness to take similar responsibility or even acknowledge the issue. You asked for proof of signature of your warehouse from *****, which was provided. Your company still hasn't acknowledged, in all of the correspondence since August, that the package was received at the warehouse.
  
  Your dismissive approach and failure to act have caused unnecessary stress, and I will share my experience publicly to warn other consumers, via Yelp, ******, etc. I strongly urge Clarks to address this issue, investigate your warehouse processes, and improve your customer service standards to prevent this from happening again. I wish there were a corporate contact number available so I could express my disappointment about this issue directly!

  Regards,

  ******

   

   

• Initial Complaint

  Date:10/10/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed an order and immediately notice the apt number was missing I called and asked to add it. The person on the line said they are unable to amend order once they are placed and ***** would be responsible for updating the apt number. ***** said the shipper had a restriction on updating addresses and Clarks must update it, like I figured. Now I have to wait a week for them to continue to attempt delivery because of their neglect.

  Business Response

  Date: 10/21/2024

  Hello,

  Order:1006774294

  Fed Ex tracking: 416487796513

  Thank you for your patience and purchase. Unfortunately, we do not have the ability to edit or cancel orders. I have verified this package was delivered on 9/16/24. I have included policy screenshots as well as proof of delivery.

  Sincerely,

  Clarks Team

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Clarks representatives are based in ************. They hang up on customers and their system would not allow an exchange for a product that clearly can be exchanged because it says so on their website (see image titles "Clarks shoes"). They are charging me for a return, but I am not sure if they will accept it based on the info they provide (please see the other two images). **************** people are rude and unprofessional. I will never order from this company again.

  Business Response

  Date: 10/02/2024

  Hi *****,

  Order 1006896543

  We apologize for your experience and level of service you have been provided with. I can see there is a tech issue with trying to process an exchange for this order. I have attached your return label to assist with the returns process. I have added notes to this order so customer service will refund the return fee as 1 time courtesy in assistance. 

  Sincerely,

  Clarks Team

  Customer Answer

  Date: 10/03/2024

  [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

  Date:09/20/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am writing to express my concern regarding a returned order(Order Number: **********). I returned my order that totaled $532.73 but Ive never received my refund. I contacted customer service to request the refund of this order, but I was met with unhelpful and dismissive customer service. This experience has left me feeling scammed and frustrated. This was my first time ever visiting your online store, and based on this experience, I will not be considering your store for any future purchases. I urge you to investigate this matter and take appropriate action to resolve it. Ive attached the EXACT label that was given to me and what shows up under my account. I did EVERYTHING I was supposed to do.

  Business Response

  Date: 09/26/2024

  Hello Rose,

  Order # **********

  Per Fed Ex return tracking 778236722040

  This return label is showing no scans and did not get returned to our warehouse. Unfortunately, we are unable to verify this return.

  Sincerely,

  Clarks Team

  Customer Answer

  Date: 10/10/2024

  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 tracking shows movement and shows that its been delivered and scanned into your warehouse. This has been going on for way too long and Im beyond disgusted by the blanantly lying. All I ever did was use the tracking that YOUR company provided to me.  Tracking # Shows everything has been delivered with proof. Im requesting my full refund. 
  
  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,

  Rose

   

   

  Business Response

  Date: 10/21/2024

  Hello,

  Order # 1006414462

  Original package: 413124946707   weight 14 pounds

  Returned Package:    0.4 pounds

  Thank you for your patience. Our records indicate the original package shipped to you weighed 14 pounds. The weight of the return is showing .4 pounds. Our warehouse has not confirmed received product back at this point.

  Sincerely,

  Clarks Team

• Initial Complaint

  Date:09/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Transaction date 5/26/2024 Clark's Internet order Attempted to buy a pair of shoes. Transaction did not complete. Money was removed from my ***** Pay account anyway. ******************'s is refusing to return the money.

  Business Response

  Date: 09/19/2024

  Hello ******,

  I did some research on your complaint claim. Here are my findings below.

  On May 26th, 2024, we have an order (**********) that was successfully placed and delivered to the requested address. I included a screenshot showing your invoice and proof of delivery.

  On July 4th, 2024, we see an unsuccessful order attempt (reference **********) in which the order was not complete. It shows as cancelled and the payment was not captured.

  Please reach out if you have any specific questions.

  Sincerely,

  Clarks Team

• Initial Complaint

  Date:09/14/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 returned a purchase for refund within the company guidelines. They are taxing me on my refund, I have worked with a lot of merchants over the years. If I had a return either by delivery or in store, I have never incurred a tax on my refund. This is unacceptable. I will not do business with them in the future.

  Business Response

  Date: 09/19/2024

  Hi *****,

  As a one-time courtesy, I have issued a manual refund of $5.28 which stemmed from the return fee cost. Please see attached for the returns fee disclaimer in the *** section of our website.

  Best Wishes,

  Clarks Team

  Customer Answer

  Date: 09/19/2024

  [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,
  
  ***** Myers

• Initial Complaint

  Date:09/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 June 15, I was on ******** and I seen an advertisement for Clarks shoes. They were $40 +5 dollars shipping.When I received the shoes, they were junk matter-of-fact I purchased a pair from Temu. They were exactly the same.Put it dispute in with my credit card company and they said that I needed to contact that company and I did and I never heard back. They wanted the shipping label which I did not have that. I sent them Pictures of the shoes which clearly were not Clarks. And I never heard back.I went on the website and called a phone number. I found there and it was not the right company. This is a total rip off people all over ******** saying they got ripped off as well. How can we stop this company and continuing to advertise clerk shoes and then sending junk. I Im sending pictures of the shoes and several screenshots of people complaints on ******** Thank you so much for investigating this fraud. Im not sure how I can do anything else on my own.

  Business Response

  Date: 09/12/2024

  Hi *****,

  We are unable to issue a refund for a purchase made through a retailer that has no affiliation with Clarks. If you have the name and URL of the website that was fraudulently promoting their shoes using the Clarks name, please let us know so we can send the info to our legal department.

   

  Sincerely,

  Clarks Team

• Initial Complaint

  Date:08/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am writing to express my concern regarding an unauthorized charge of $44.14 on my credit card dated August 22, 2024. I did not make this purchase, and I have already cancelled the card to prevent further unauthorized transactions.I contacted your store to request the cancellation of this order, but I was met with unhelpful and dismissive customer service. This experience has left me feeling scammed and frustrated.I have never visited your online store before, and based on this experience, I will not be considering your store for any future purchases. I urge you to investigate this matter and take appropriate action to resolve it.

  Business Response

  Date: 08/28/2024

  Hi *******,

  Order # 1006318341

  I have located the order and manually issued a refund. This refund will reflect on your card statement within 5 business days. Typically, the route for this type of claim is to file a fraud chargeback with your bank/ corresponding card company. Please see attached for the information related to the order.

  Best Wishes,

  Clarks Team