Clarks - Braintree Outlet Omdömen 4

The staff at Clarks were extremely helpful and friendly. We visited with three children who all required sizing and were all very picky about their new shoes. The staff were incredibly patient and went above and beyond trying to locate sizes that were not on display and suggesting alternatives for those that were not in stock, all the while keeping our kids entertained and always smiling. I would highly recommend the store and thank all of the staff we met that day for a wonderful all round shopping experience.

*** DO NOT BUY FROM CLARKS - order number 115137098

They used to be a fantastic company with great customer service in mind - complete opposite now!

Went to store to get new school shoes a week ago for my niece.

They were in stock but the delivery was not packed.

Chap advised they would order them on line for me and get them delivered to my home. Sounds great.

By Thursday no shoes so checked the Evri app - “the parcel has missed the courier”. Fair enough, these things happen.

Checked on Friday still no shoes - checked Evri app - item now lost! This is but a Clark’s issue but I need the shoes I have paid for.

Called the store - a “child” answered and explained the manager had gone home early and nobody could help me. Gave me the managers number.

Called the number - left a message asking her to call me asap

Called customer services - in a queue for 57 mins to eventually speak to someone who cuts me off (I hadn’t been rude).

Customer services don’t work Saturday or Sunday and they close at 1800 hrs so I now have ten mins to redial and get some help

Waiting in the queue again - Cut off at 1805 hours as they closed.

The customer service lady had my email and phone number so could have called me back but she didn’t / it was Friday and she probably wanted to get home.

Called the store on Saturday - no reply

Called again on Sunday - no reply

It’s now Monday pm and no call back from the manager or customer services

Just spent 1 hr 32 mins on hold to customer services this morning - sadly I got the most unhelpful lady called LISA, who explained the “replacement portal is down” so they can’t send me out another pair.

Little one went to school with her trainers on this morning - not at all how we do things - but hey CLARKS don’t care that they have taken my £50 and I don’t have the item!!

Asked to speak to a manager - there are none free.

I can have a call back - “great is that likely to be today?”. She replied “I don’t know” with a very exaggerated sigh!

I asked her not to be rude to me as I needed her help - she cut me off lol.

I had not been rude or raised my voice - she didn’t care. No apology for the poor service - no attempt to put this right - nothing!

The way I have been treated by customer services is appalling!

UPDATE - spent another 1 hr and 11 mins in the queue to customer services this afternoon. Pleasant chap answered the phone and explained that he could NOT send out a replacement pair of shoes because “we have run out of replacements codes”. Goodness knows what that means!!

He offered to refund my money - then suggested I went to the store to buy another pay - a 50 mile round trip - and I work 0800 to 1800 hours daily!!

Oh and the refund would take between 3 and 5 days! How does he know I have time and funds to do this!!

Asked to speak to a manager - “they won’t talk to you - I will request they call you have in 48 hours!” @no I need to speak to someone today please - I need the shoes - why should I wait 48 hours?” “its protocol”! WTF! I haven’t even received an apology/am £50 worse off/ don’t have school shoes/ have been let down by the store and then by the shocking customer services team and now you want me to wait a further 48 hours until someone can be bothered to call me back! Wow!

I asked him to explain my predicament to the duty manager and ask if she wd speak to me and I would need her babe please. On hold for another 5 mins - no she speak to you - you must follow protocol” I asked “what is her name please?” “its Amy but I can’t tell you her last name.”

I asked “where is your office based please? So I can mention it in my complaint” - he replies “ i am South African”.

I answer “thats nice but where is your office based please?” Expecting him to say Coventry or similar. “No I am
In South Africa / I live here.”

So no further forward at all - no shoes - no refund - no call back! CLARKS SHOES WHAT HAVE YOU DONE!

From wanting the boots in store to be directed to the Clark’s website all good and very helpful.
Easy to order and quick delivery.

We needed school shoes for our children. My son tried on about 10 different pairs of shoes before he was happy. Rachel K at Braintree Freeport was so helpful and kind and couldn't have done more to help. We were really pleased with the excellent service we received. Thank you.