Clarks EUReviews 

Clarks is refusing to refund shipping cost despite EU law. Very slow to respond to emails. No number to call. They make it very difficult to get in touch. My online order was delivered on 9 July. On 22 July I created a return label for the complete order (within 14 days, right of withdrawal). The order was returned by me on 24 July. Because the complete order was returned the shipping costs should also be refunded to me in accordance with standard consumer rights. Please therefore refund 4,99 euro to me as soon as possible. This should be done within 14 days after return was registered.

I have a situation of orphan transaction, in which I paid by reference and entity and my money never got to the brand, yet I received a confirmation email. When it went past the expected delivery date I decided to contact by calling since no one up to yesterday (23th of July) answered my contact forms, and at this point I sent more than 10 and even filled 2 complaints (we’re talking about since the 28th of June). I even spoke with three different assistants, the last one being completely rude, unhelpful and ignorant, each time I call I get different responses as to why I didn’t get the order nor the refund. The only positive point I have to enhance in this experience was the first assistant Dorrian Damons, that was extremely helpful and even though it took longer than it was supposed to, she successfully understood the issue and transmitted it to the financial team.
Apparently now they refunded me but it was unsuccessful so they asked for my account information but didn’t provide an email or contact to send it to, so now I provided my information to email addresses I don’t know if are legit, the refund is still not processed and my reviews in this platform KEEP GETTING TAKEN DOWN even though I provided proof of the purchase and the issues with it.

Ordered on Clarks.com on the 27th of June an dI still have nothing (we're the 15th of July).
Order has been sent via UPS, they never showed up and marked the order as delivered.
I contacted customer service on the 4th of July, not a single sign of life from them, sent them a reminder too, still no answer.
I still have no refund no solution nothing, contacting them is like blowing in the wind…

I dont even think this company exists. I have been getting the run around since 18 April 2025 with bogus emails regarding delivery and wait times. As of today 12/06/25 I have had no response to my emails and a refund which I am still waiting for. I have nothing to show for the money which was taken quite quickly out of my account and no shoes which I find discusting.

don't trust the clarks.eu online shop! ordered a pair of shoes for 190eur. Never received my order, and they didn't respond to emails at all. lost my money. SCAM!!!

I never get my order. I order 2 glasses in march

After one-star review on this webpage and 6 month of waiting I have received the return lable finelly for order number 1005676726.
I've got the confirmation of return from DPD. Otherwise still no refund. I have contacted all way recommended here and dozens reminders sent(Request 722850), no money back!

Attention!
it's a scam site. They will take your money hoping you will not escalate.
They simply don't send the order. Read all these reviews.
I bought 2 pairs and got tricked. Now escalated to the bank.

RE: REPLY TO THEIR REPLY
I tried to contact you multiple times via your "contact form", but no answer. Furthermore, your live chat is also another scam - not working.
I'm escalating to the bank and if not solved, to my lawyer.

I placed an order for shoes, but they were never shipped. Upon checking the order tracking, I found that the order doesn't even exist. I contacted your support team, and they assured me that I would receive a refund. However, the hold on my card has not been removed. In fact it was deducted from my card.

To make matters worse, I placed the order again, hoping for a resolution, but now the second order also doesn't exist, and there's another charge on my card.

I demand an immediate resolution and a full refund for both orders. This situation is completely unacceptable, and I expect prompt action to resolve it.

Edit: Yes, please have a look at it: Order no: 1009873961, 1009916812

Edit 2: My first order was refunded, still waiting for the second one.

Edit 3: Customer service said that for some reason they cannot refund the second one and I need to contact my bank. I cannot understand that.

Hello,

I am writing in reference to your answer below to the process 1009250888 and it’s the third time here… you wanted me again to contact my payment provider for further assistance although I told you many times that nobody feels in charge and help me. I text them everyday and send them evidence of announced but not initiated refund. Like I do now. Neither clarks customer service Germany nor London, nobody refunds my money! Everyone tells me the same. Your system doesn‘t tell that the duplicate payment was cancelled and refunded. It‘s not the truth. Instead of resisting so much and forcing me to write every day, you can sit down and give me my money back in 2 seconds!Is it normal for a well-established manufacturer like Clarks to put shoppers in such a difficult situation?
The head office is in London. Or rather, I am redirected to the London homepage. Why am I constantly redirected? You can request a refund, nobody else ! . It can't be that complicated. You claim that the double order was refunded, but cannot prove it and I keep sending you proof that the payment has not been received.You keep telling me to refer to the payment provider. There is no problem with the payment provider!!! Since you did not return the money, they refer it to you. Should they give me the money you stole from me? Please make finally sure that I get a refund. I have already written 3 additional complaints and text you everyday. Everyone tells me the same. No one is responding. That's why I’m still writing to you. Finally arrange a refund please ! how much more shall I try?

Ordered a pair of shoes on the 15 Feb - charged immediately.

Shoes are not delievered, not date given, no chance to know where they are. Customer service are a group of arrogant staff which barely speaks the language.

And upon 10 requests of order cancellation and escalations, Clarks keeps my money hostage and do not cancel, do not refund, do no attend.

A fraud in all terms, contacted my bank to recover my money.

And to the respond issue from the company, it comes as a joke. I have called a dozen times and let’s 4 forms and NONE gets a response.

Fraud

To add to the fraud of this company fraudulent procedures, they ensured the money was refunded by refused the transaction… this is a joke and this shall be reported.

The support isn't working
So, something went wrong. I purchased shoes from the online shop a week ago. They were supposed to be delivered by next Wednesday. On Saturday, I received a message that the package was now being handled by UPS. However, the UPS tracking number still shows that they never received the package.

I tried contacting customer service via their chatbot, but it couldn’t connect me with a real person. I also sent them an email, but they haven’t replied yet.

Can’t recommend.

Update: The package arrived one week later than it was supposed to. I never got a response from Clarks—just pure luck.

Update:I just saw Clarks’ response. What a joke—they never replied to my emails in the first place.

I never received my order. Have been unable to reach Clarks in any way – not by the customer service email they provide on their website, not by chat, not by Facebook, not by a local phone number. All these lead to a dead end. I wish I had read these other experiences on Trustpilot before I made a purchase. Clarks online is NOT a credible business. It's a hoax. Beware!

Unable to return my order (Netherlands) as the return portal is not working for to track one of the two (!!) order ids I received. Customer service responds after a couple of days that I can return it in store, which I don't want to visit hence I ordered online.

I expected quite allot of my "expensive" High Quallity" Clark shoes. I wore them for a year about 3-4 days a week. I walk a max of 300m a day. (sitting in cars allot). (small calculation 365 days a year = 110km and then you can apparently throw your Clarks in the trash. This means for every Km I've walked I deducted them in value by 1.5Euro)
My Clark shoes developed strange holes in the rubber sole. Apparently the rubber sole is hollow and this is perfectly normal according to the service desk.
Talking about the service desk, impossible to reach. I've send 4 different mails with pictures to the Dutch service and the international service. After 4 WEEKS! I got my first response: Thanks, this is normal wear good luck.
I will not buy Clarks again!

CL-EU-00791741

I placed an order and received a confirmation, but the item was never shipped. The order number is no longer valid, my money is gone, and customer service is unresponsive. Very disappointing experience!

In the last week of November, an order was placed with online retailer Clarks for two pairs of shoes. However, the resulting experience is characterised by a lack of communication and a failure to process the order. The steps taken to resolve the issue included filling out five contact forms, sending three emails and resending eight documents, including bank statements and order details.
After 22 days I received a response from customer services stating that the order had not been created but the money had been debited.The functionality of the website is inadequate, the customer service is inefficient and there is no resolution in sight.A complaint form was also sent which was deemed inappropriate.

I have already taken legal action and am currently working with the relevant authorities and as far as Clarks are concerned I will not be dealing with them again.

I make a return and Clarks do not respond to my emails.
Your Services returns in portugal do not work.
Please return my Money!!!
Regards
Uriel

Like many people here, I had the same experience. Ordered a pair of shoes on 29/11 and nothing. I have received two emails that say that my issue must have been resolved since enough time has passed. That is not serious, I have never had such a reply from customer service. I replied again, now for a second time, that in fact my problem is not resolved. Silence continues. No shoes, no reply to my problem, no refund.

I made 1 order on the 17/11/2024, received an email saying the shoes would be delivered on the 26/11.
Today is the 16/12/2024 and still have not received anything, I have sent 3 emails already and no one replied to me. I want 100% refund immediately.