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Charles Clinkard Reviews

4.8 Rating 49,814 Reviews
96 %
of reviewers recommend Charles Clinkard
Company Reviews Product Reviews
45,727
 Metrics Info
4.8
Based on 49,814 reviews
Shipping & Delivery
Delivery Methods
Postal Service, Courier
Average Delivery Time
Within 5 Days
On-time Delivery
96%
Accurate And Undamaged Orders
97%
Customer Service
Communication Channels
Telephone, Email, Live Chat
Queries Resolved In
Under An Hour
Customer Service
4.9 out of 5
Returns & Refunds
Refunds Process
Very Easy
Returns Process
Easy
Read Charles Clinkard Reviews
Visit Website

Phone:

0345 241 7742

Email:

help@clinkard.co.uk

Location:

Eveline House, Cannon Park Way, Middlesbrough
Middlesbrough
TS2 1AX

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C Butler
Verified Buyer
“The incredibly poor "customer loyalty". I collected lots of stamps prior to the new card points system and was assured these would be transferred. They never were. I also keep getting my points deducted and lots of points have not been added. I have now been advised "if the points haven't been using in a set time, they will expire". This is something that was never stated to me when I changed to the card system. It also clearly states on my account that my points do not expire. The adviser even suggested I could be lying by the information I was told! Incredibly poor customer loyalty if this is how I am treated. I should have well over 200 points by now but due to the con system this company now seems to operate, it seems I have 15. We will be considering a different company for shoes entirely now.”
Helpful Report
Posted 7 years ago
Thank you for your review. As a Company we pride ourselves on the service that we offer and it is very disappointing to hear that you feel that you have not had this. When the old loyalty points were stopped, we were able to transfer these to the new loyalty card if we had the receipts either in one of our stores or sent to us either in the post or by an image. If you could forward those to us then we may be able to add them to the current points for you. Please advise that I have asked you to do this should you wish to do this. With regards to the new Loyalty scheme, this does run on a 6 monthly cycle from the beginning of March to the end of Agust and then from the beginning of September to the end of Feb. At this time the points are deducted so that vouchers can be sent out to our customers. If over £100 has been spent in this period then customers will be sent a voucher. There are also other benefits such as a discount in your birthday month, certain times when discounts are offered to Loyalty members etc. We do hope that you will get in touch again and hopefully we can speak to you about this. You can contact me directly on janice.ruddock@clinkard.co.uk if you prefer. Janice Ruddock - senior customer service advisor.
Posted 7 years ago
A Lawrence
Verified Buyer
“The shoes I was sent had clearly been worn as the soles were dirty. I would have expected a higher level of checking before dispatching to customers.”
Helpful Report
Posted 7 years ago
Thank you for your review. These shoes had been on display and tried on in store. They should have been quality checked before sending out to you and we sincerely apologise that they were not suitable to have been sent. Please be assured that we will speak to our dispatch team and ask them to be more vigilant. I can see that your order was returned for a full refund and we are sorry for your inconvenience. With regards, Janice Ruddock - customer services.
Posted 7 years ago
M Vanessa Masters
Verified Buyer
“They didn't. Quite the reverse. I have emailed them three times and received no reply. Woeful customer service!”
Helpful Report
Posted 7 years ago
Dear Vanessa, Thankyou for your feedback. We understand from your order that your query has been looked into and our complaints team have spoken to you regarding this. We are very sorry for any inconvenience and if you need further assistance do not hesitate to contact us. Kind Regards Nicola-Customer Services
Posted 7 years ago
S Wilson
Verified Buyer
“Disappointing . Waited a week When tracking my order it said it had already been delivered I went to the local Royal Mail depot and was informed the parcel had been delivered somewhere 30 miles away I then rang the store and was informed it had been delivered to the wrong customer and they would forward the parcel the following day”
Helpful Report
Posted 7 years ago
Dear Sheila, Thankyou for your review. Please accept our apologies for the issues raised in your feedback. I have checked your order notes today and can see we have a pair of the shoes out for delivery today. We are naturally disappointed with your experience. If you need further assistance do not hesitate to get in touch. Kind Regards Nicola -Customer Services
Posted 7 years ago
Anonymous
Verified Buyer
“Very unhelpful person in the shop Wouldn't show us more than one pair of shoes, was visibly in a rush to do a quick sale. Measured my child feet wrong Gave us the wrong price and got upset when we got to the till and I pointed out than it was not the price she told us initially Tried to push for me to buy leather cream and got upset when I said no”
Helpful Report
Posted 7 years ago
Dear Anonymous, Thankyou for your review. Please accept our apologies for the recent shopping experience you had in store. We pride ourselves on providing an excellent level of customer service and it is very disappointing to hear your comments. We have brought this to the stores attention and hope you will give another opportunity to Charles Clinkard. If we can help further please call 0345 241 7742. Kind Regards Nicola -Customer Services
Posted 7 years ago
Anonymous
Verified Buyer
“I emailed Charles Clinkard Customer Services with a problem and not even so much as the courtesy of a reply. Appalled! The problem was with packaging.”
Helpful Report
Posted 7 years ago
Dear Anonymous Thankyou for your feedback. We are sorry you received your item in the condition advised, please be assured the parcel will not have been dispatched in this condition and may have been damaged during transit. We have brought this to the attention of the carrier in question. With regards to an email, we have searched our inbox and unsuccessfully located your query, we apologise if you did not get a reply. We reply to customers enquiries within 24 hours via our inbox sales@clinkard.co.uk. If we can help further do not hesitate to contact us. Kind Regards Nicola-Customer Services
Posted 7 years ago
M Jones
Verified Buyer
“I have purchased many Peter Kaiser bags and shoes, and this is the first time that I've received my order in shoddy condition; a tatty box, old dusty bubble wrap, no dustbag and the bag squashed and the suede marked. A poor job Charles Clinkard. I buy from you because I expect good products and good service. So far, I'm profoundly disappointed.”
Helpful Report
Posted 7 years ago
Hello, Thankyou for your review. Items are sourced from our stores and warehouse, they may have been on display or tried on however this should not impact on the quality of the product. We are very disappointed and sorry you received the handbag in such a poor condition. On checking your order, I have noted you have spoken to a colleague who has offered a resolution and I hope this is acceptable. We hope you will give us a further opportunity to restore your faith in our company and if we can help further do not hesitate to contact us. Kind Regards Nicola-Customer Services
Posted 7 years ago
Anonymous
Verified Buyer
“The website wouldn't load when trying to change the basket. Instead of getting 2 different sizes I got 2 of the same and now the other size has gone out of stock.”
Helpful Report
Posted 7 years ago
Thank you for your review. I am really sorry to hear of the problem that you had placing an order and that you were unable to place a new order for the correct size. We do hope that you are able to get the size that you want. With regards Janice Ruddock
Posted 7 years ago
Anonymous
Verified Buyer
“Received the shoes of two different widths, phoned customer service who said a new pair would be sent and with me no later than the Wednesday. The Wednesday comes and no shoes arrived, called again and the replacement pair hadn't even be sent!”
Helpful Report
Posted 7 years ago
Thank you for your review. Unfortunately we did not have a pair in our warehouse to send out to you so had to arrange for a pair to be transferred for your replacement. I sincerely apologise if you were given incorrect information and hope that you are happy with the order now that you have a complete pair. With regards, Janice Ruddock
Posted 7 years ago
J Pilot
Verified Buyer
“I came into store to get my daughters feet measured, the girl was lovely and very gentle and kind with my daughter. She was measured at an infants 5.5, we went home and ordered shoes online in that size. When they came they were too big for my daughter so we had to then go all the way back to the store to be measured again. The staff assistant was very nice again and we were informed that my daughter was a 5.5 but the shoes we bought (startrite) she is a size 5 and they always advise to buy a half a size smaller. I then tried to exchange for the correct size but was told I couldn't do a straight exchange in store as I'd bought online so had to get a refund back to my card and by the correct size again. Too much of my embarrassment I did not have enough money in my account as the refund would not clear for several days so had to ring my husband to send me money over in front of a queue of people before I could by my daughter the correct shoes.”
Helpful Report
Posted 7 years ago
I am really sorry to hear that this has happened. This is not the procedure that should have happeded and sincerely apologise for the inconvenience and for your embarrassment. Please be assured that we have spoken to the store today to reiterate that and it will therefore not happen again. I have sent a private reply to you also. With regards, Janice Ruddock - Senior customer service advisor.
Posted 7 years ago
Anonymous
Verified Reviewer
“They fell apart after one wearing”
Helpful Report
Posted 8 years ago
Dear Anonymous, Thankyou for your review. We are sorry for the quality of the Gabor Promise sandals and can see we have now issued a refund for the items. If another pair becomes available we will email you, please then call 0345 241 7742 to place your order and we will ensure the items are checked fully before sending. Kind Regards Nicola-Customer Services
Posted 7 years ago
Anonymous
Verified Buyer
“Tried these on in shop initially but only pair in my size in shop damaged so ordered on line. Sandals arrived and this pair obviously damaged large white mark within pewter colour. Don't know who boxed them up for delivery must have had their eyes closed. I have just returned them to shop and reordered. So here's hoping third time lucky”
Helpful Report
Posted 8 years ago
Dear Anonymous, Thankyou for your review. Items are sourced from our warehouse and stores, they may have been tried on or on display however this should not impact on the quality. We are disappointed you received this pair in such poor condition. We have ensured your replacement order has been checked and the items were sent on the 21st July, these will be with you today. Please do not hesitate to contact us with further queries. Kind Regards Nicola-Customer Services
Posted 7 years ago
Anonymous
Verified Buyer
“Very difficult to use on iPhone and iPad, then when I did manage to place my order for 3 pairs of shoes (for my 3 kids) I was emailed days later to be told only 2/3 pairs were available. Then had to mess around returning shoes as wanted 3 pairs the same”
Helpful Report
Posted 7 years ago
Dear Anonymous, Thankyou for your feedback. We are sorry you found the application on the iPhone and iPad difficult to use, thos information has been passed over to the team who look after the mobile side of the website to look into and see if we can improve the user experience. With regards to the order, one of the items was down as Low stock-If an item says ‘Low Stock’, it means that we are in short supply of that style in the size and colour in question. This means that although you are welcome to place an order, we are unable to guarantee availability. In a minority of cases, we will contact you within 5 working days to let you know that unfortunately we cannot fulfil the order. If you have paid on your card, we only take payment on dispatch and therefore you will only be charged if the stock is definitely available and your order is ready to dispatch. We are sorry you were disappointed and hope you will give Charles Clinkard another opportunity. If we can assist with any queries then please call 0345 241 7742, the lines are available 7 days a week and as late as 8pm Monday to Thursdays. Kind Regards Nicola-Customer Services
Posted 7 years ago
Anonymous
Verified Buyer
“never had notification that my order had been despatched, regardless of me contacting them many times. Oder finally arrived, 1 pair of shoes missing. Contacted them by email, 3 times, no response. called them they said the shoes were out of stock. However they had charged me for the shoes, and had to go through a process of getting a refund. Very poor customer service.”
Helpful Report
Posted 7 years ago
Dear Anonymous, Thankyou for your review. We are sorry you were disappointed with your recent order. The order was dispatched within 2 working days and I have noted the email address on this order is different to the one used to pass over your feedback. It could be that the details of this have gone into another folder and your email server may not have recognised the sender. Also there is a mobile telephone number on your order, if this was correct then you would have received a text update from DPD who were sending out the items to you, I am sorry if this data was not available to you. With reference to the items missing, we are sorry, you should have been notified that one pair was not available. A refund has now been issued to the payment method used and we hope you enjoy the shoes you have now received. If you have any questions do not hesitate to contact us on 0345 241 7742. Kind Regards Nicola-Customer Services
Posted 7 years ago
Anonymous
Verified Buyer
“The customer service in the Cambridge store is so slow that I have seen lots of customers walk out while waiting. I've been in three times as the shoes are lovely but the service is so poor that I don't think I'll be returning. None of the staff appear to be interested in helping you find anything or advising on products. I would expect this from a shop selling cheap shoes on the high street but not from somewhere selling expensive quality products.”
Helpful Report
Posted 7 years ago
Dear Anonymous, Thankyou for your feedback. Naturally, we are very disappointed and concerned regarding your recent experience in the Cambridge store. Charles Clinkard pride itself on providing excellent customer service and we are very sorry the visit to the store has left you feeling that the staff were uninterested. Please be assured we have fedback your concerns to the store in question and hope you will take the opportunity to visit again, If we can help further in any way please call 0345 241 7742. Kind Regards Nicola-Customer Services
Posted 7 years ago
A Marie Mcculloch
Verified Buyer
“Sandals online not in stocks was ask if wanted to be notified if came back in stocks, thought this was great idea and was excited when Sandals came back in stocking. Delivered very quickly.... Sandals two different materials.. Extremely disappointing... Then had to pay postage to return!!!!”
Helpful Report
Posted 7 years ago
Dear Anne Marie, Thankyou for your review. Please accept our sincere apologies for receiving odd sandals, items are checked prior to dispatch and this should have been highlighted during this process. A colleague has left you a voicemail regarding this and the cost of postage to return these will be covered. If we can help further do not hesitate to call us on 0345 241 7742. Kind Regards Nicola-Customer Services
Posted 7 years ago
Miss A Hall
Verified Buyer
“I actually refused to accept the delivery,due to the appalling service from the delivery copany you use.ive rated yours service as poor which isnt fair on you.”
Helpful Report
Posted 8 years ago
Dear Miss Hall, Thankyou for your review. We are sorry you were disappointed with the service offered by the courier DPD. The courier tried twice to deliver your parcel however as there was no safe place and no one available they were unable to leave the items. I can understand this would be frustrating and I apologise on their behalf. When placing a fuure order, if you add a safe place, this could be a neighbour, porch, shed for example then this instruction will be followed for you, additionally there is also the option of Royal Mail. We hope you will consider adjusting your review and placing further orders in the future. Kind Regards Nicola-Customer Services
Posted 7 years ago
Anonymous
Verified Buyer
“I never received my parcel :(”
Helpful Report
Posted 8 years ago
Dear Anonymous Thankyou for your review. Your parcel was dispatched on the 7th July 2017 and is currently being held at your local delivery office. We have sent you further details regarding the tracking and how you can receive this item, please check your emails. We hope this is helpful. Kind Regards Nicola Tyrrell Customer Services
Posted 8 years ago
G
Unverified Reviewer
“Order cancelled, would expect better.”
Helpful Report
Posted 8 years ago
Thank you for your review. Unfortunately on this occasion, we had sold out of this stock as your order was placed. We are sorry to have to disappoint you and sincerely apologise for your inconvenience. With regards, Janice Ruddock - customer services.
Posted 7 years ago
Anonymous
Verified Buyer
“Ordered a pair of shoes for my 2 year old and received a pair of ladies size 5 loafers. In addition to having to print off a label to return the shoes I have to drop of the shoes at the post office to be returned. As its bank holiday, I likely wouldn't receive my sons shoes for another few weeks which is no good as he needs them now. Furthermore I'm informed I can't have a refund until I return the other shoes!!! Won't be purchasing from here again!!! Very poor!”
Helpful Report
Posted 8 years ago
Dear Anonymous. Thankyou for your email. We are sorry you received the incorrect item, orders are checked prior to dispatch and it is disappointing you did not get the pair you requested. We forwarded a label to cover the cost if your return and have sent an email seperately regarding this. If we can help further please do not hesitate to contact us. Kind Regards Nicola Tyrrell Customer Services
Posted 8 years ago
Charles Clinkard is rated 4.8 based on 49,814 reviews
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