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.

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

• 

  Clarks

  355 Kindig Ln Hanover, PA 17331

• 

  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

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:04/13/2024

  Type:Service or Repair 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:01/22/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date:01/19/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Team

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/18/2024

  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.

  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

  Date: 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

• Initial Complaint

  Date:12/28/2023

  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 11/19/23 I purchased a pair of loafers from Clarks in size 9. When I received them they were massive! So no sweat, I sent them back and went a size down. They were still massive. So I tried to get another size down but they did not allow me to exchange again only get a refund. I sent them back two weeks ago and still haven't gotten my money back!!! In this initial purchase, I spent $104.40. The shoes were originally $140 but I got them on the black Friday sale.I liked the design of the shoes so I repurchased them at regular price again in the right size this time. They were $151.20. These work fine but I am kind of annoyed I missed the discount and yet still haven't gotten my refund yet. I have tried calling this company many times and each time I wait on hold for 30+ mins to either get connected with a voicemail or someone outsourced.

  Business Response

  Date: 01/03/2024

  Hello,

  original order 1000913165 

  exchange order 1001134403

  new order 1001545237

  Thanks for your patience. I have attached your original order invoice. The original dollar amount paid for the Un Shire Step was $84.I have located your returned exchange and gone ahead and manually refunded the $84 for the returned exchange. This $84 refund will reflect on your card statement within 3-5 business days. Unfortunately, we don't offer two separate exchanges for 1 order. 

  Sincerely,

  Clarks Team

  Customer Answer

  Date: 01/03/2024

  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. 

  [For how long the refund took and my efforts put forth for trying to make this right I would like to receive more that the $84 for the loafers. I would like to be refunded the full price for what I had to be paid the second time. Please advise. 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

  Date: 01/25/2024

  Hello,

  Thanks for the feedback. We have provided the best resolution possible within policies for this particular scenario.

  Thanks,

  Clarks Team

• Initial Complaint

  Date:12/11/2023

  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.

  order ********** placed on november 20th which was to arrive in the 27th of the same months has been missing for 2 weeks now, I have been waiting for 2 weeks and no signs of my package, I would like a complimentary clarks gift card to purchase a next clarks. Thank you.

  Business Response

  Date: 01/03/2024

  Hello,

  Order # 1000940636

  Per Fed Ex tracking: 61290988211547030290
  Thanks for your patience. The tracking number shows this package was delivered on 11/21/13. I attached a screenshot with the Fed Ex proof of delivery.
  -Clarks Team

• Initial Complaint

  Date:11/30/2023

  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 bought a clarks desert trek 8.5 color sand , like 2 month a go its the right side very tight for the left, I asked, just give a time it's new shose , keep trying but no way to be good killing my feet the right one, Besides I have another 2 very good and beautiful, try to find a help here, customer service no help

  Customer Answer

  Date: 12/11/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 01/03/2024

  Hello,

  Thanks for your patience. Unfortunately, we do not accept returns for worn product. Please see our return policy below: 

  At Clarks, we want you to be as confident in your purchase as we are in our products. Thats why were proud to offer FREE returns & exchanges on all orders. If you are not fully satisfied, simply return your unworn or unused product in its original condition and packaging within 60 days of purchase for a full refund. Please note, exchanges are not available for ******, ******, ** territories, and APO/FPO addresses at this time.  However, you may return your item for a full refund and place a new order for the product you would like.  

   

  Sincerely,

  Clarks Team

   

   

• Initial Complaint

  Date:11/17/2023

  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.

  The insoles started to open up and some hard materials keep falling inside the shoes that are sharp and hurt my feet. These shoes where purchased September 20, 2023 and started falling apart October. I reached out to Clarks because the issue was only getting worse. Spoken to numerous agents, sent pictures. I was told they are willing to offer a refund of $20. I said absolutely not. I emailed them and stated that these shoes are of poor quality. Because there's no company that sells item which deteriorates in less than 2 months especially Clarks. I've told them my husband been wearing their shoes over 20years, me not that long. But have love the quality of their shoes. Have numerous pairs of different styles . This is the first having issues and been trying to have the matter resolved but to no avail. If they prefer not to refund I will be happy to exchange. All they keep saying is that they are sorry and the issue is being escalated to management and I'm being offered $20 which I refused. Its not 6 months since I've purchased these shoes. And they are refusing to do anything else. **************** stated they won't be able to assist me over the phone. I will only be contacted by email. I don't know what else to do. ************************************** ************ **************************

  Customer Answer

  Date: 11/28/2023

  I have not heard from the business in response to my complaint.

  The last email from the business was November 17, 2023. Saying matter will be escalated to management Nothing else.

   

  Business Response

  Date: 12/26/2023

  Hello,

  Thank you for your patience. Can you please confirm if this purchase was made directly through Clark's website or store? If so, can you please provide an order number? I did search our systems using your provided email address and have not been able to locate any orders.

  Sincerely,

  Clarks Team

  Customer Answer

  Date: 01/01/2024

  [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:11/15/2023

  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.

  This company billed my credit card in fraud. Never ordered any material from them or received merchandise from them. This was done on 10/21/23 and Citi Mastercard says they have until December to respond. This is outrageous. It should have been corrected as soon as I saw the charge appeared on my record.

  Business Response

  Date: 11/16/2023

  Hello,

  Per Order # 1000346304

  Thank you for your patience. I have verified this refund attempt rejected due to the fraud chargeback. The chargeback was accepted in our cyber security platform.

   

  Sincerely,

  Clarks Team

  Customer Answer

  Date: 11/17/2023

  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,

  ****

   

   

• Initial Complaint

  Date:11/02/2023

  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 purchased shoes from Clarks website on 10/27. They were "delivered" on 11/1, but they were delivered to the wrong apartment building. There is a photo as proof of delivery and the lobby they were delivered to has green and red floor tiles, but my lobby has a granite/marble floor with no tiles.Despite the fact that no theft took place, Clarks customer service said they would only refund me if I obtain a falsified police report stating that the package was stolen from my lobby. This is both illegal (on the federal and state levels) and unethical. **************** refuses to move forward with a refund because I do not want to lie to the police. I did not get the name of the person I spoke to, but it was a man and I spoke to him twice on 11/2/23 - once at 10:30AM EST and again at 11:30AM EST. I believe Clarks records all of its customer service phone calls and should have this on record.

  Customer Answer

  Date: 11/13/2023

  [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,
  
  ***********************