Clarks UK (Shoes) - Escalation of complaint

gymguy2017

I bought Clarks shoes in the past (can't remember exact date). I wore them twice (for funerals). They are literally breaking down - cracks and heels/soles coming away from main shoes - not what I would expect from shoes after only 2 uses. I e-mailed Clarks in October and they asked for photos and haven't got back despite several subsequent e-mails from me. There is mention of an alternative disputes resolutions service on the Clarks website (https://www.promediate.co.uk/clarks-resolve/) but Promediate ask for payment which I haven't heard of for ADR services. I have included the Clarks CEO e-mail address in e-mails but no one gets back.

Does anyone know who I should e-mail in Clarks to get through to the correct person in the Complaints team?

Thanks.

fatbelly

Can't help with the complaint but I have had the same problem with Clarks. Years ago they made quality shoes and I have a local old fash cobbler who would re-sole/re-heel as required. So I still have them. Wearing a pair now,

I took my most recent pair to him because the soles were disintegrating. He said he could not repair them as the material was too unstable. He described the material as biodegradable.

How stupid is that? Biodegradable soles.

Edit: it appears they are designed to biodegrade over 3-5 years so as not to create problems in landfill

https://www.weeklygripe.co.uk/clarks-shoes-fell-apart-what-happened-to-quality

jon81uk

How old are the shoes? How were they stored? Are they real leather?
Low number of uses can actually make them wear out quicker as you are just leaving the leather to dry out so when worn it cracks. Whereas regular use will mould to the foot and allow movement.

DullGreyGuy

gymguy2017 said:
Promediate ask for payment which I haven't heard of for ADR services. 

ADR firms are not charities but for profit companies in many cases. 

Who pays for the ADR will depend on the scheme, sometimes its paid for by the company in all cases and others its paid for by the consumer and the cost then forms part of the case.

The challenge with voluntary ADR schemes is they have to represent value for the company else they simply wont be part of one. ADRs are regulated, some have lost their titles (eg Retail Ombudsman) for failing to meet standards, but it does make you wonder. 

sheramber

I bought Clarks shoes in the past (can't remember exact date).

Define ;in the past'. - a month ago, a year ago, 5 years ago?

born_again

https://www.clarks.co.uk/complaints

Complaints handling

Our Customer Care team will always try to resolve any complaint swiftly, professionally and courteously.

Unresolved complaints

If you've been in touch and are unhappy with any final resolution we're required to let you know about alternative dispute resolution options.

The certified ADR provider that we use is ProMediate which operates an independant consumer mediation service. Should you need them, details can be found at www.promediate.co.uk.

You will have to follow their procedure. There is no way to short cut it by personally emailing someone may know.

But so many unanswered questions as posed by the above posters.

Pollycat

This is a problem mentioned on here in the past.
Also Hotters and Ecco.

Here's one thread from 2017:
Clarks shoes, brand new, rotting in their thousands - check your wardrobes now! - Page 13 — MoneySavingExpert Forum

On page 1, there are links to 3 other threads.

It seems to be an issue with specific types of soles.
The OP mentions 'cracks and heels/soles coming away from main shoes' but doesn't say what the sole is made of.

My Clarks pair that disintegrated had a rubbery, man-made sole that literally broke up as I was wearing them. I looked down at the floor and wondered what all the black bits were - my soles.

pulliptears

I have a pair of Rocket Dogs boots that have peeled as well.  Annoying.