Business Profile

Wholesale Shoes

C & J Clark Retail, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

87 total complaints in the last 3 years.
33 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.

Initial Complaint
Date:08/14/2024
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 purchase a pair of shoes through the Clarks website and paid extra money for rush (2 day) shipping on July 13th. As of July 20th, I still have not received my order and my payment is still pending on my credit card. Id like the company to contact me directly and refund me for the expedited shipping. The shipping on the website stated id receive my order by July 17th. Invoice ID **************** Transaction ID *****************
Customer Answer
Date: 08/25/2024
I have not heard from the business in response to my complaint.
Business Response
Date: 08/27/2024
Hi *********,
Thank you for reaching out. I have not located any recent orders with your name or email. Is it possible you purchased through a 3rd party retailer? Please provide us with your Clarks order number if possible.
Sincerely,
Clarks Team
Customer Answer
Date: 08/29/2024
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 # ********.

please see attached screenshot of the ONLY confirmation I received from the purchase of the shoes. I purchased them DIRECTLY from the site but have recently been advised your site was having issues during that particular time and no orders were received. I purchased directly from the site however when I mad the payment I chose ****** as my payment method.

Regards,
*********

Business Response
Date: 09/03/2024
Hi,
I was able to obtain a Pay Pal transaction that was voided, and no order was complete. The payment should have never been settled. Please file a dispute with Pay Pal directly if the payment never dropped off. After clicking through the transaction, Pay Pal indicated there is no payment to reverse or refund.
I have attached the proof of the voided payment.
-Clarks Team
Customer Answer
Date: 09/04/2024
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 # ********.

Yes the ****** transaction did fall off after a week, however, I was anticipating the order and never received it. In the order I also requested rush delivery. When I did not receive the item I ordered then I reached out to Clarks customer service via email and got no response. I reached out two times via email and no response. Then I called because the hours the call center operates is opposite of my schedule, but I went out of my way to call after no communication, and the representative advised there was a system issue and all orders made were not processed due to a glitch with online. I understand that, however, I asked for a coupon or percentage off and free expedited shipping because of all the problems I have had with this company. When I asked for that the representative stated she could not do that so I asked to speak with a supervisor. The representative stated no managers were available (it was around 3pm CST) and that she would have a manager call me back and got my number. I never received any call back from anyone at Clarks.

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
Date:08/13/2024
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.
Have worn Clarks most days last 4 years in **. Have spent hundreds on them. Quality great until recently, two pairs with weird white finish started peeling after wearing one day, so had hassle of returning (time and gas)Also color selection limited in stores.Ordered a bunch from site, all look comparable finish, but grey pair are odd metallic cant tell from picture, misrepresented.Clarks wants to charge me return fee for fraudulently represented item- illegal bad business practice.Also I contacted via website, yanked me around for two weeks and now blowing me off.I cant physically travel to 20 min away location due to spine injury, not to mention waste of gas and time.I wouldve just exchanged via nearby shipping for any regular color.Now very fed up with unethical company. The one pair is the only issue.
Customer Answer
Date: 08/24/2024
I have not heard from the business in response to my complaint.

I will continue to escalate. Thank you for your efforts. They make a difference.
Business Response
Date: 08/27/2024
Hello,
Thank you for your patience and we apologize for your inadequate experience. I have issued a manual refund of $32.75. This will reflect on your card within 3-5 business days.
Sincerely,
Clarks Team
Customer Answer
Date: 08/29/2024
[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.
Thank you Clarks for ultimately making this right.

Regards,

***********************
Initial Complaint
Date:08/01/2024
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 2 pairs of shoes from this online website.******************************************** I received the shoes but realized I never got a confirmation order number and there is no information on the packaging,I wanted to return the shoes within the 30 days of ordering, I looked at the above website and tried to email the email given. It was returned to me. ******************* I tried this email with no response******************* Upon further research I found this company at the very bottom of the email that was sent to me to order more shoes.I called the phone number ************** listed and they said they know nothing about this. I sent all my info as requested to *************************************** No response.I don't know what to do. I can't return because I don't have an order number.What can I do???
Business Response
Date: 08/06/2024
Hi *****,
After Looking through our various systems for order lookup, I have not located any orders with your name attached. It appears your order did not actually go through if attempted though our website. Our website is ********************************************. Is it possible you made your purchase through a 3rd party company and not directly through Clarks?
Sincerely,
Clarks Team
Customer Answer
Date: 08/07/2024
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,
*****
I have called the company and they said they are not affiliated with Clark's. Yet the name is at the bottom of the emails I responded to and purchased my shoes from.

Business Response
Date: 08/13/2024
Hello *****,
We have searched your information in 4 different lookup systems and don't have any records of orders with your information. We can see your screenshots of our website, marketing emails, and contact information. However, that is not evidence of an order. The screenshot you attached showing the purchase and seller information shows the following information: SHOPS & ****************. This has no affiliation with Clarks. Also, ******************* is not affiliated with Clarks. It looks like you purchased through a third party with no affiliation to Clarks. You may want to contact Pay Pal and file a dispute or chargeback related to your purchase as we have no order on file related to your provided information.
Sincerely,
Clarks Team

Customer Answer
Date: 08/20/2024
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.]

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,
*****
My complaint or concern was that this company's name was affiliated with a scam company.
I see that my order was from another business mall company. However, their name was at the bottom of the email I received that lead to the company I ordered from. They should know who they are affiliated to and not have their name associated with a scam email.
I received my money back. I just wanted the BBB to be aware of your situation.
Initial Complaint
Date:07/31/2024
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 have requested Clark Shoes at ********************************************************** to stop contacting me so many times. I have unsubscribed as well as reported and blocked. They STILL constantly send me emails. How are they doing that when I have even blocked them?!
Customer Answer
Date: 07/18/2024
They will not stop sending stuff. Ive even blocked them and they still get through.

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

Business Response
Date: 08/06/2024
Hi *******,
Thank you for your patience with this request. I have contacted our marketing management team to ensure your information is removed from the contact list. Please allow 30 days for this change to take effect.
Sincerely,
Clarks Team
Initial Complaint
Date:07/25/2024
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 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
Date: 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
Date:07/16/2024
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.
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
Date: 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
Date:07/12/2024
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.
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
Date: 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 Answer
Date: 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
Date:06/27/2024
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.
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
Date: 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
Date:06/21/2024
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 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
Date: 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 Answer
Date: 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
Date:06/06/2024
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.
- 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 Answer
Date: 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
Date: 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 Answer
Date: 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 Cha

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C & J Clark Retail, Inc. is NOT a BBB Accredited Business.