John W

Review of Clarks Americas

Shared from email sent to Clark'sUSA customer serv...

Shared from email sent to Clark'sUSA customer service on May 14th 2018:

Hello,

I am simply trying to get someone to help me get a refund for an order that i have never received.

I ordered two pairs of shoes 4/14/2018 and paid with my Master Card.

The items were shipped via UPS but for an unknown reason could/would not be delivered to my PO Box.

I tried to contact UPS but could not find any way to email or call them. I even downloaded their app. They simply notified me that an action was required nothing more!

I am retired and live on a sailboat where we have no street address or mail box. It is common practice for fellow boaters to utilize a post office box for mail and small packages. Indeed, I have been receiving letters, packages big and small.

I also suffer from Parkinson's Disease which limits my mobility. I don't drive. And it would require a cab ride both ways to pickup the items from UPS.

So, i called into Clark'sUSA for assistance on this impasse. The woman answering the Customer Assistance line was very courteous and seemed to immediately grasp my dilemma and suggested that the shoes be sent immediately by USPS and the original shipment would be recalled and put back in stock.

I was very pleased with the ease in which the representative seemed to facilitate the resolution.

But after a week, i received no follow up email with new tracking number or confirmation of items sent now via USPS.

I have been calling almost daily for a week now and never getting through. The hold times have exceeded 45 minutes with repeated assurances from an automated voice instruction stating that all reps were busy helping other Customers and after a brief hold my call would be answered.

That never happened no matter how often or when i called, or how long i waited on hold. I am only guessing, but i believe that i have been on hold for this issue on several calls for a total amount of more than 3 hours. What a joke!

I even got a stupid email from Ari stating"It looks like we're having the same problem with UPS"!

WHERE IS THE OVERSIGHT?

WHERE IS MY ORDER?

It has been so long since I ordered the shoes that I think they have gone out of style!

Seriously, the order was placed April 14, 2018 and it is going on May 15th now. When I ordered the shoes I was thinking of all of the slick assurances posted all over the Clark'sUSA website emphasizing excellent service and easy return policies. In my experience, such care and attention has yet to be seen.

At this time, with this writing, please be advised that I am submitting written notification of a demand for refund of the amount paid in full with out offset. Such demand is for immediate refund to the card used for the purchase in the amount of $372.30

All rights reserved.

Sincerely,

John W