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Business Profile

Wholesale Shoes

C & J Clark Retail, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Shoes.

Complaints

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

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

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/04/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased shoes on 7/2/2022. Did not receive until on or about 7/22/2022. Package was vacuumed sealed around shoes, so had to cut and tear to get open. Tried the shoes on and they do not fit. Sent email to company about a return, and after about a week of back and forth emails, they told me they will not issue refund or take a return as "the package is used and it will damage the secondary sale." I replied with I should receive full refund, they had offered me 30%, ***** for a $39 purchase. I also told them I have no need for them as they do not fit me properly.I feel I got scammed as there is no real phone number to call, and email address has nothing stating its Clark's shoes. Return address on package was from a ************* in Springfield gardens **. At this point I would love a full refund, but don't count on it from them. I just don't think they are totally legit. Takes them at least 1-2 days to return emails.

      Business Response

      Date: 08/09/2022

      Hello ******,

      It appears that you did not purchase these directly from Clarks. We only offer refunds for product purchased directly from Clarks.

      RETURN POLICY
      At Clarks, we want you to be as confident in your purchase as we are in our products. If you are not satisfied with your purchase simply return your unworn product within 60 days of purchase for a full refund.
      In-Store Purchases: Please return your unworn product with original receipt to your nearest Clarks retail store within 60 days for a full refund or exchange. If you do not have your original receipt, or if its been longer than 60 days, youll be issued a store credit for the current retail price of the unworn product. Purchases made in a Clarks store must be returned to a Clarks store. Purchases made in a Clarks Outlet store must be returned to a Clarks Outlet store location.
      Online Purchases: For your convenience we offer two options for returning your order, either by mail or by visiting a Clarks retail store. Please see below for details.

       

      Sincerely,

      Clarks Team

      Customer Answer

      Date: 08/09/2022

      [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:08/02/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order with Clarks Shoes on July 24th. I received an order confirmation email and nothing after that. My order was to arrive in July 28th, and I dont have it. In addition, I have tried to contact Clarks and none of the phone numbers on the internet are valid, and there is no email address.

      Business Response

      Date: 08/03/2022

      Hello,

      Thanks for your patience. We've had tech issues with orders placed on 7/23 - 7/26. Our systems have failed to properly update the tracking info here .

      The warehouse has notified us that all of these orders have shipped and should be arriving within 1 week. We apologize for the inconvenience.

      Our customer service was recently restructured . Please see below for our new contact info .

       

      Telephone number:
      ****************
      Hours of Operation:
      Monday - Friday 9am-6pm EST
      Saturday & Sunday - Closed

    • Initial Complaint

      Date:07/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order and needed it by a certain time. The shoes thankfully got here right before the wedding but I also noticed the price had changed on the shoes. I attempted to contact the company a number of times over the last 3 weeks. No emails have been returned. I called and their customer service line says they are upgrading and it will be closed until 7/22. It is 7/28 and it is still closed. They say to reach out via email (didnt work), chat (no chat function shows up when I visit their website) or social media (I also reached out via ******** and received no response). I would still like the price adjustment but have no idea how to go about it.

      Business Response

      Date: 07/28/2022

      Hello,

      We apologize for the inconvenience but unfortunately we do not offer price adjustments. There's an area in our FAQ section on our website we have this information posted . Please see below for what we have posted on our FAQ section on our site. We also apologize for the difficulty you've had reaching customer service. We've recently been making updates to our customer service structure.

      "I BOUGHT A PAIR OF SHOES AT THEIR FULL PRICE, BUT THE *** AFTER THEY WENT INTO THE **** CAN I GET THE DIFFERENCE REFUNDED?
      No. Once an item has been ordered online, the price is fixed. We do not offer price adjustments."

       

      Sincerely,

      Clarks Team

    • Initial Complaint

      Date:07/27/2022

      Type:Delivery Issues
      Status:
      Unresolved
      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 7/10/22.Order # ********* ***** tracking shows never attempted delivery and sent back to Clarks.Cannot reach clarks on customer service line, and they have no email to contact customer service.

      Business Response

      Date: 07/27/2022

      Hello,

      Order # 672735840

      Thanks for your patience. We can see the order was returned back to send due to a issue with the carrier - address. We are unable to redirect an order once a return to sender has been processed. The order has been received back at our warehouse. The order has been refunded. 

       

      Sincerely,

      Clarks Team

      Customer Answer

      Date: 07/27/2022

      This response is unacceptable because it says I have been refunded  I paid this order in store in cash, so how was I refunded?

       

      please send the shoes to the address on the order. 

      11-08 ********** apt 710

      astoria ** 11106

       

      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:07/18/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      For order *********, returned and expecting a refund of $45.52. Item tracking reflects it was received. I cannot reach the vendor by phone. They have not answered emails.

      Business Response

      Date: 07/19/2022

      Hello *******,

      order # 671379011

      Thanks for your patience here. It looks like there was an error at the warehouse processing your refund . I have verified this has been received by our warehouse. I have gone ahead and submitted your full refund via Klarna. We apologize for the inconvenience this has caused.

       

      Sincerely,

      Clarks Team

       

       

      Customer Answer

      Date: 07/19/2022

      [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:07/18/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a wallabee shoes on the 5th of july 2022, order was suppose to be delivered on on the 11th. On the 12th when i tracked it, it says it was delivered which it wasnt. I tried to contact customer service it keep saying they are upgrading their phone systems, i emailed them several times, havnt got a response, i reach out to ***** they said CLARKS have to start an investigation with them so they cant help me. My order number is *********

      Business Response

      Date: 07/26/2022

      Hello,

      The tracking number 61290988211544676842 and information  provided by Fed Ex shows a delivery on 7/12/22. Fed Ex will not allow us to open a claim on a Smart Post package. Have you since received this package ?

      Our customer service line has been updated this week . Please see the info below.

      Telephone number:
      ****************

       

      Sincerely,

      Clarks Team

    • Initial Complaint

      Date:07/18/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a pair of Clarks shoes in size 6.5 and they sent me one size 6 shoe and another 6.5 shoe. Two different shoe sizes! I tried calling customer service and for a week its an automated message saying theyre updating their call centre until July 15th. So I waited until July 18th to call back and its the same automated message! Ive emailed customer service 10 times with absolutely no response.I paid for the shoes and now I cannot wear them due to the size difference in the two shoes. Horrible customer service.

      Business Response

      Date: 07/26/2022

      Hello,

       Per Order #   222155139 / 672443379

      Thanks for your patience. Over the past 3 weeks, we have been making significant changes to our customer service structure and also our ****** returns operations. We understand your frustration . Our returns process update for Clarks ****** should be updated and fully functional within 3-5 business days. 

      Our phone number has recently changed. You can contact us at **************
      If you have any questions regarding the Clarks website, please view our FAQ page. 
      Our ******** Services team will happily answer questions about our products, an order you have placed online, or help you to place orders over the phone or online.
      Hours of Operation:
      Monday - Friday: 9:00am to 6:00pm EST
      Saturday: Closed
      Sunday: Closed

       

      Sincerely,

      Clarks Team

       

    • Initial Complaint

      Date:07/09/2022

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased two pairs of shoes from Clarks online on June 14. I always loved the quality and the leather of Clark shoes. I wore the shoes to work twice. Im sitting in an office, behind the desk. The stitching of the shoes came apart. I sent an email to customer service on June 29, no answer. Then in June 30. I still have not received an answer. Called customer service on June 30th waited for 45 minutes and they hanged up on me. I am still waiting. The shoes were expensive. They were not on sale. I have not received a response. I will never buy from them again

      Business Response

      Date: 07/12/2022

      Hello,

      Thanks for your patience here. Regarding Order # 671912936, we apologize for the inconvenience this issue may have caused. We are happy to assist with accepting the product back and fully refund the items you choose to return. Please follow the return instructions from our site below , and **** the reason for return as faulty. 

      FREE RETURN BY MAIL
      If you would like to return your online purchase by mail, simply use the pre-paid label included on the bottom of your packing slip with your order. NOTE: Exchanges can only be processed by visiting a Clarks retail store and is based on product availability.

      If you have misplaced the original return label, we have you covered. Please follow the instructions below to create a new label:
      1. Visit the Order Lookup Page
      2. Enter your order number and ship-to zip code
      3. Select the item(s) you would like to return by providing the quantity and reason code for each
      4. Print out the packing slip that goes inside your package
      5. Create & Print your pre-paid ***** SmartPost Returns label, and securely attach it to the package
      6. Retain your tracking number for possible future use

       

      Sincerely,

      Clarks Team

      . 

      Customer Answer

      Date: 07/12/2022

      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. 

      Hello,

       

      I'm okay with this resolution. However, I'm afraid they will never return my money. Can we resolve this until they receive my shoes and issue a refund.  I will be sending the return tomorrow. 

       

      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,

      Sahily

       

       

      Business Response

      Date: 07/13/2022

      Hello,

      We have added specific notes to your order explaining the situation. The product sent back will be refunded. Can you please let us know which color you're sending back / or if you're sending back both?  Please send us the tracking number from the pre paid label once you have shipped back the defective merchandise.

       

      Sincerely,

      Clarks Team

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

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