Grrr Clarks returns policy-I'm being told a tale....

anonymousie

Eldest Miss Mousie has really difficult to fit feet- small, but wide.

New school shoes needed.

Walked the whole of Brum centre trying onstuff (she is near 14 and doesn't want kids styles and anyway the "bootleg" typs don't fit her!).

Clarks adults had a nice shoe but she said the 5 was too big "they don't make it is a 4.5"......OK we'll try the 4, box of "size 4 shoes" tried on and "FIT CHECKED BY A TrAINED FITTER".

Taken home in box (fortunately) and on inspection at home SIZE 5 shoes sold in size 4 box!!

Ok, maybe they do fit....seem big to me though... to local clarks branch......agreed theywere too big, BUT "Cannot accept them for refund as they were another Branches mistake:mad: :mad: :mad: (referring to the size/box error not the miss fitting)

!!!!!! if I hadn't been dead on my feet (still recoverin from Flu) and actually they are generally helpful there, I would have had a real barney..

I can fortunately go back to town without it being too out of my way, but it is a pain- tempted to chuch the box and return them to a different branch......would that work?

Blacksheep1979

Sorry I may be confusing the matter here but you are upset that you've found some shoes that fit but state a different size on box/shoe? If they fit whats the problem?

grannybroon

Annony - found Clark's very helpful when DGS1 had feet measured and fitted with new shoes (but then leaving red pressure points!). They totally remeasured, fitted and gave us a discount because we were rather unhappy with them - he is only 4 and don't want early wrong shoe foot problems. My two kids never got on very well with Clarks - they always had to have Startrite because of the fit and difficult be cause rather few stockists.

Sorry you have had a problem - hope you can resolve it.

GB

pulliptears

Blacksheep1979 wrote: »

Sorry I may be confusing the matter here but you are upset that you've found some shoes that fit but state a different size on box/shoe? If they fit whats the problem?

I think her point is the clarks trained fitter said a 4's was the best fit but gave her a 5's in a 4's box. If the 5's are even slightly too big they will rub her.

anonymousie

Blacksheep1979 wrote: »

Sorry I may be confusing the matter here but you are upset that you've found some shoes that fit but state a different size on box/shoe? If they fit whats the problem?

No, the point is they DO NOT fit, they are too big (as I suspected and confirment by the lady at the local branch).

Normally a "fit error" would produce apologies and a refund, which we have had before (even from the branch that didn't sell them) but because the box is wrong for the shoes we have, local branch wont'canthave them back.

anonymousie

pulliptears wrote: »

I think her point is the clarks trained fitter said a 4's was the best fit but gave her a 5's in a 4's box. If the 5's are even slightly too big they will rub her.

Yup, the "sort of "ft because they have apadded linine at the heel, but they just "flip flop" off if she bends her foot!

Sagaris

anonymousie wrote: »

No, the point is they DO NOT fit, they are too big (as I suspected and confirment by the lady at the local branch).

Normally a "fit error" would produce apologies and a refund, which we have had before (even from the branch that didn't sell them) but because the box is wrong for the shoes we have, local branch wont'canthave them back.

But surely if they have supplied the wrong shoes in the right box they are unfit for purpose as they don't fit and you should be entitled to the correct pair? I know it happened to me once and the shop (Clarks, co incidentally) were very good and exchanged them. They wondered why they had another odd shoe box / shoe combination at the shop, too!

Blacksheep1979

ah sorry about that - was just a little confused there.

Steph_W

Im a bit confused too, the other branch have agreed there is a fitting fault but cant exchange them a the box has wrong size? They cant resell them if they have been worn anyway so whats the problem? Anyway I used to work for a major chidrens shoe company, not clarks, and providing a customer had a receipt we could exchange/refund on a fit fault without the box, would be suprised if clarks couldnt do the same. Just my personal opinion but having worked in this area I wouldnt touch clarks kids shoes with a barge pole, the stories I have heard and the fitting complaints I have seen. The adult shoes are great though.

Quackers

Hi,

I imagine that the box has been scanned & you have a reciept for that box.

The shoes inside are different from what you have on the reciept.

Is that correct? This is maybe why the shop refused. I'm not saying its right - I'm just thinking that you dont have a receipt for the shoes just the box! Does that make sense?

A simple phone call from the store you were in to the store that made the mistake could have rectified this. They could have asked them to see if they had the corresponding 'odds'.

Hope you've got it sorted. Maybe give Clarks Customer care a ring for some advice?

Actually, if you only wanted an exchange & the shoes you were returning were unworn then I'm not sure why they couldn't help out

anonymousie

Quackers wrote: »

Hi,

I imagine that the box has been scanned & you have a reciept for that box.

The shoes inside are different from what you have on the reciept.

Is that correct? This is maybe why the shop refused. I'm not saying its right - I'm just thinking that you dont have a receipt for the shoes just the box! Does that make sense?

A simple phone call from the store you were in to the store that made the mistake could have rectified this. They could have asked them to see if they had the corresponding 'odds'.

Hope you've got it sorted. Maybe give Clarks Customer care a ring for some advice?

Actually, if you only wanted an exchange & the shoes you were returning were unworn then I'm not sure why they couldn't help out

I think you've hit the nail on the head- the shoes we had were not the ones that we had the reviept for IYSWIM as the box was what was scanned!

Anyway found a telephone no on "contact us" on the clarks website and the lady on the phone took all my details, rang the stores and sorted it so I could return them-no apologies for the mistreatment etc, by hey ho, at least it is sortednow!

Tanks all!