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:12/04/2022

  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 purchased a pair of shoes on 11/24/2022 with the following info:Order number: ********* Shoe: ******* Lace Brown ******* Style: ******** ************** 075 Color: Brown I wore it for a day and the shoe quality was so bad that it injured my foot. I called a ****** Clarks store for return, but they said that since it was used, it could not be returned for refund. I sincerely request for a full refund of $62.99 because the shoes are in extremely bad quality/design and defective!

  Business Response

  Date: 12/05/2022

  Hello,

   

  Per order # 677369804

  Thanks for your patience with this issue. We apologize for the inconveniences. We typically don't accept worn product as a return for a refund however, I'm happy to assist with making a courtesy. We are happy to accept the product back for a refund in this specific instance. We offer free prepaid labels through our website. Please visit the link below for return instructions. I have noted the order for instructions to refund.

  Returns Policy Information - Clarks Shoes Official Site (clarksusa.com)

   

  Sincerely,

  Clarks Team

   

• Initial Complaint

  Date:12/03/2022

  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 returned a pair of defective shoes I purchased Oct. 2022 to Clark's in Nov. 2022 with their return label. the shoes were received Nov. 15 2022 and I have never received a return confirmation or a refund. My order status does not show the return or that it was received. There is no way to contact Clarks customer service online. Their customer service is by phone only and only between Mon. thru Friday 8am to 6pm. I have tried to call and am left on hold for 45 minutes plus each time I have attempted to contact them. I would like my refund on the shoes of $45.05, order number ********* for the sz 8 Freckle Walk Sand Nubuck loafers. **below is a copy of my shipping label which includes tracking number. Tracking number on Fedex.com shows as received on Nov. 15, 2022 at 3:00pm

  Business Response

  Date: 12/05/2022

  Hello,

  Per Order # 675569798

  Thanks for your patience regarding your refund status. We apologize for the inconvenience.  I have verified the item has been received. I have gone ahead and issued your refund manually,

  as there was a warehouse error. Your refund should reflect on your card within 3-5 business days.

   

  Best regards,

  Clarks Team

• Initial Complaint

  Date:10/04/2022

  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 pair of shoes and according to ***** they were received 9/26.I have tried reaching the company and the number listed for cs is bad and has been changed.Wait times go longer than 15 minutes and there is no other way to reach them.Today I waited almost 20 minutes to connect with someone. I explained the problem, he confirmed all my contact info, and the call disconnected.He did not attempt to call back or even email me to resolve my problem!

  Business Response

  Date: 10/06/2022

  Hello *********,

  Per Order# 675269559

   

  Thanks for your patience. I can see this refund was issued yesterday 10/5 for the total of $88.93. This can take up to 5 business days to reflect on your statement.

   

  Sincerely,

  Clarks Team

  Customer Answer

  Date: 10/06/2022

  
  
  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:09/28/2022

  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.

  When placing my online order (June 20, 2022) the discount did not post to my purchase once I had submitted so I place the order a second time using the discount code, because I was not given an option to cancel my first order. To my surprise, once I got my credit card statement, both orders when through with the discount although I was not informed that when applying the discount, I was actually purchasing a third party gift certificate. There was no disclaimer (popup) on Clarks purchase cart of the fact that I was purchasing through a third party. I returned all merchandise once one day after arrival. I understood and expected a credit card refund for the total amount of my two purchases but instead Clarks sent me two gift certificates. When I complained to the company, they informed me that I had purchased a third party gift certificate to make the purchase although I disagree with the method they used to deceive and revoke my return policy for a refund to my credit card for the returned merchandise. I have called Clarks no less than 6 times to resolve this matter. Each time the Clarks ******** Service Agent promises to have the Escalation Team contact me and they never call back!!!I was never redirected to another website for the purchase but rather it remained on the Clarks cart. I have screen prints showing the first order total being full value (order #********* for $291.50) with no discount applied and the second order for a lesser value (order $671928153 for $246.98) while the charge to my credit card was $236.61 for each order. To add to the confusion, the gift cards I received are for $291.50 & $246.98 respectively. Why then would I have been charged a totally different amount on my credit card.I would like your help to get my refund to my *********** credit card of $236.61 for each order (total refund of $473.22) and I will return the gift cards to Clarks.On 9/19/22 I was told I would hear from the Escalation Team within 48 hours.

  Customer Answer

  Date: 10/11/2022

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

  Business Response

  Date: 10/14/2022

  Hello,

  Regarding Order# 671928153. Unfortunately, we are unable to process this request. We apologize for the inconvenience.

   

  Sincerely,

  Clarks Team

• Initial Complaint

  Date:09/20/2022

  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 bought a pair of clarks shoes called Clarks Mazy Hyannis Metallic Leather 7.5 B (M). of course, i assumed they are leather. but, there is not one spec of leather on these shoes. i wrote to clarks and spent time on the phone with them asking about the content/materials of the shoes. they were noncommittal. the best they offered was "We will bubble up the complaint to the product team." i have not heard from the product team and would like to return these shoes. i want leather. thank you. *********

  Business Response

  Date: 09/28/2022

  Hello,

  Thanks for your patience. We believe you purchased these shoes through a third party. We aren't able to provide a refund or return for product not bought directly through Clarks. We recommend returning them through the retailer in which you made the purchase directly from .

   

  Sincerely,

  Clarks Team

  Customer Answer

  Date: 09/28/2022

  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. 

  i requested a complete materials list of these shoes. you have yet to provide that. please respond with a complete and true! materials list. 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,

  E *********

   

   

  Business Response

  Date: 10/03/2022

  If you have purchased these directly through Clarks, Please provide a order number . Our company does not offer refunds for purchases made through third party companies. We will also make sure to update our materials listings for this product. 

  Thanks,

  Clarks Team

  Customer Answer

  Date: 10/05/2022

  i asked for a materials list. please give me one. the shoes are "clarks mazy hyannis metallic leather 7.5 B." thank you. *********

   

   

  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,

  E *********

   

   

• Initial Complaint

  Date:09/16/2022

  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 a pair of shoes on June 29th, 2022 that were delivered on July 14th, 2022. I tried them on, they did not fit, and so I attempted to print a return label from their online portal (given that you CANNOT return online orders in store, so there is no other option). Their return portal was down, and I received no response to my inquiry about how to return my shoes. Later, a message popped up on the returns page indicating that the return portal was down indefinitely. Finally, on August 29th, 2022, I was able to print a return label. I put the shoes in the mail on September 1st, 2022 and they were received (with signature from ************ at the Clark's warehouse facility on September 2nd, 2022. As I had still not received any communication from Clark's about receiving and/or processing my return, I reached out to them on September 14th, 2022. Today (September 15th, 2022) I received the following response from Clark's: "Dear, (my name) Thank you for contacting Clarks. We sincerely regret for not reaching out to you sooner and for any inconvenience this has caused. We have not receive your returns as yet, Please be advise we do require you to send us your return receipt so we may proceed with necessary measures. I hope to hear from you soon. I hope you have a good day further. Kind Regards, (name redacted)"So, now I am more than 2 months out from receiving the shoes and have not only not been able to return the shoes, but the company is now arguing with me that they have not received them at all (despite SIGNED CONFIRMATION from *********** that they were returned to the warehouse). Never purchase from this company.

  Business Response

  Date: 09/20/2022

  Hello *****,

   

  Per Order # 222154813

   

  Thanks for your patience. I have verified the refund of $169.50 has been processed on 9/18. It may take up to 7 business days to reflect on your original form of payment's statement.

  We apologize for the inconvenience.

   

  Sincerely,

  Clarks Team

  Customer Answer

  Date: 09/22/2022

  [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:09/06/2022

  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 have been trying to contact Clark's **************** since 8/29/22 and no one ever picks up their phone. There's also no other way to contact them according to their website. I bought a pair of sneakers online on 8/10/22 and received them on Friday, 8/12/22. I filed a return the next day because they were too big. I received a *********** shipping label from Clarks with a Return Slip and dropped the box off on Monday, 8/15/22 at my local post office. According to the tracking #, the item was received by the Returns Agent on 8/17/22 and "the ************** no longer has the item and no further tracking updates are expected." And since then, there have been no updates. I've tried contacting customer service multiple times but no one ever picks up the phone no matter what time I call. I read that Clark's is terrible with Returns and I am starting to believe it (just look at the other BBB complaints). The *********** tracking # is ********************** and this is for order #********* for $141.38 (I am not including the $18.00 rush shipping fee to the total). Please have someone assist with a refund/status on the Return.

  Business Response

  Date: 09/06/2022

   

  Hello,

   

  Thanks for your recent purchase and patience regarding your refund. I can see the return was delivered on 8/26 (via  FEDEX.COM). Our returns can take up to 10 business days to process once delivered back to our warehouse. I have gone ahead and manually refunded this order including the initial expedited shipping as a courtesy. The refund of ****** was refunded to your original form of payment. This can take up to 5 business day to reflect on your statement.

  Order # 673939510

  return tracking : 9202396343497727028144

   

  Sincerely,

  Clarks Team

• Initial Complaint

  Date:08/27/2022

  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 2 pairs of shoes from clarks online (www.clarksusa.com) on July 26, 2022, order number *********. The price was:Tamzin Slip $41.99 + $4.09 tax, Wallabee $120 +***** tax. I kept the Tamzin Slip and returned the Wallabee unworn as they were too big. I used the shipping label provided by Clarks and returned the Wallabee shoes on August 8 via ***** tracking #**** **** **** **** **** 22. I have not received a refund or any communications for Clarks regarding the status of my return. There is no way to contact Clarks to find out if they have received the returned shoes or when I will receive a refund. Their contact number on the packing slip is invalid. The customer service number on the web site is a recording with no option to speak to customer service and they have no contact email address.I am simply asking for a refund of $131.70 for the shoes I returned.

  Business Response

  Date: 09/02/2022

  Hi ******,

  Order # 673315446

  Return tracking : 9202396343497715021522 (Fed Ex )

  Thanks for your recent purchase and patience here. Our refunds can take up to 10 business days to process once the return has been received at our warehouse.

  I can see on the Fed Ex website that the return was delivered on 8/26. I have gone ahead and manually refunded the Wallabee for a total of $131.70  on this order.

  This refund will reflect on the original form of payment within 3-5 business days.

   

  Sincerely,

  Clarks Team

  Customer Answer

  Date: 09/02/2022

  [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:08/14/2022

  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 from there website a pair of sandals that were too small and had to return them. I followed their return process and printed the label and email and sent back to them in May. I tried contacting and the phone number does not pick **. I sent two emails one in June and follow ** in July , however I still have not received a response or a credit for the return. The order number is ********* ordered May 3, 2022 cost $105.66. I would like assistance on retrieving my refund.

  Business Response

  Date: 08/15/2022

   

  Order # 222148703

  Thanks for your patience here. Our ****** returns system is currently down .It is expected to be fixed within 1 week from today . I put a a note with your order to honor your refund outside of the original 60 day policy due to our technical issue. We apologize for the inconvenience.

  Sincerely,

  Clarks Team

  
  

  Customer Answer

  Date: 08/20/2022

  [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,
  
  ****** Ajo

• Initial Complaint

  Date:08/09/2022

  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.

  For order *********, returned and expecting a refund of $85.79. Item tracking reflects it was received. I cannot reach Clarks by phone. Sent emails to customer service and they are not answering it.

  Business Response

  Date: 08/10/2022

  Hello ,

  Per Order # 672493006

  Thanks for your patience. This pair has been received and refunded as of yesterday Tuesday 8/9/22. The total refund of $85.79 has been processed and will reflect on your card statement within 3-5 business days.

   

  Sincerely,

  Clarks Team