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Charles Clinkard Reviews

4.8 Rating 49,827 Reviews
96 %
of reviewers recommend Charles Clinkard
Company Reviews Product Reviews
45,770
 Metrics Info
4.8
Based on 49,827 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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Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful
E Gordon
Verified Buyer
“I checked my order to be delivered to my home carefully but then received a courtesy call to say that my order was in the Newcastle store for collection. Would have thought I had made a mistake until I checked order email to find billing address and delivery address had been changed to this store. The billing address was mine when the order was placed. This meant taking a £4 journey to Newcastle just to collect my order. Store could not refund my money but a wonderful assistant offered to return the order to the depot where it could be forwarded to my home address. It was lovely of her to do this. But it leaves me wondering what went wrong with my order in the first place!!”
Helpful Report
Posted 10 years ago
Hello, Thank-you for taking the time to provide this feedback. I'm sorry you have had this problem, and I will contact you in the next few minutes to discuss this. Kind regards, Matthew, Customer Services
Posted 10 years ago
S MacWalter
Verified Buyer
“Disappointed that your stock of summer sandals has run out already.”
Helpful Report
Posted 10 years ago
Hello, Thank you for your message. I am sorry to hear you are disappointed. I will contact you in the next 10 minutes to discuss this further. Kind regards, Rosie, Customer Services.
Posted 10 years ago
G Radcliffe
Verified Buyer
“On receipt of these shoes I found them to be very narrow & as I have a 'normal' width fitting was very disappointed because your advert did not state this (as other suppliers do). I decided to return them to one of your shops nearest to where I live & when I went on your website & asked for the nearest one to Manchester it stated The Trafford Centre, only to find after making this journey & not being able to find your store I asked a Trafford Centre Information gent only to be informed that your store closed over TWO YEARS ago. As you can appreciate I am sure, I was not very impressed. Would you inform you IT department to update your website please so that no one else will have a long wasted journey. Thank you”
Helpful Report
Posted 10 years ago
Hello, Thank-you for taking the time to provide this feedback. I'm sorry to hear you have had this problem - I will contact you in the next few minutes to discuss this further. Kind regards, Matthew, Customer Services
Posted 10 years ago
S Haarer
Verified Buyer
“I recently received a pair of shoes for my daughter which looked like they had been worn before. Not impressed and won't be using this site again.”
Helpful Report
Posted 10 years ago
Hello, Thank you for your message. I am really disappointed to hear this, please accept my apologies. I will contact you in the next 10 minutes or so to discuss this further. Kind regards, Rosie, Customer Services.
Posted 10 years ago
C Fish
Verified Buyer
“I ordered size UK 7 (41) as none in the shop. Size UK 6.5 (40) arrived. When I phoned store they said no more UK 7 left at all to order. She said it could be to do with European sizing but my previous sandals which were the same but different colour were Uk7 ie 41. I had to send back, and pay postage which I understand will be refunded to me. Very unsatisfactory, although the assistant on the phone was helpful and pleasant.”
Helpful Report
Posted 10 years ago
Hello, Thank-you for taking the time to provide this feedback. Shoe sizing can be confusing and I'm sorry to hear you have encountered this problem. The issue arises because there is not a direct conversion between UK and European sizing - this means that it can vary for different brands. In some instances, particularly with a European brand such as Rieker, we will convert the sizing differently in order to keep it consistent with the rest of our range. Having said this, I am sorry that this mixup occured, and am glad to hear you found the advice of my colleague helpful. If you ever have a quesiton about sizing of an item in future, please do not hesitate to contact us either by calling 0345 241 7742 or e-mailing sales@clinkard.co.uk. I hope you choose to order with Charles Clinkard again in the future. Kind regards, Matthew, Customer Services
Posted 10 years ago
L Ernest
Verified Buyer
“we ordered and paid for a pair of ladies shoes on 11th March 2015 and were told that the shoes would be in the store by sat 14th march and that they would ring to tell us that the shoes were at the store. On 13th march I received an email to say that the shoes had been dispatched. By 16th march still no phone call, so I rang the store and was told that the shoes had not arrived but hat they would ring us when they did arrive. Thursday a.m. received a phone call to say that the shoes had arrived. When we went to pick them up the store assistant said that they didn't know where the shoes had been that they hadn't been delivered and was most apologetic.”
Helpful Report
Posted 10 years ago
Hello Thank you for your feedback. I am sorry to hear about the problems you encountered with your order. I will contact you in the next 10 minutes and hopefully we can help to resolve this matter. Kind Regards Joanne Baldwin
Posted 10 years ago
S Starr
Verified Buyer
“I went into your shop in Buckingham to buy the boots but they did not have my size so they ordered a pair for me to be sent direct to my home address. Brilliant delivery service and I knew exactly when they would arrive. When they arrived they had a definite mark down the front of each boot where the cardboard packaging was inside the boot and a small mark at the toe of one boot. I took them back to the shop where they agreed it was not satisfactory and gave me a refund and then ordered another pair for me. These arrived yesterday and again they are marked but not as bad. I have tried brushing them with a suede brush but to no avail. Buckingham is eight miles away and I cannot find the time to go back again so I will keep them but I am not happy. Considering the price I think they should be of better standard.”
Helpful Report
Posted 10 years ago
Hello, Thank you for your feedback. I will contact you in the next 10 minutes to discuss this further. Kind regards, Rosie, Customer Services.
Posted 10 years ago
A Kirby
Verified Buyer
“After ordering it went quiet for a few days with no mention of dispatch so I had to contact you to ask to find out what was going on so I felt unsure if I'd get them. After the boots came and I found them to be too big I was horrified the return postage was down to me. For a large company this is bad and you must turn a lot of customers away. I was going to Bristol at the weekend and thought I'd return them but there was no info on your website saying if I paid by paypal could I return to store. This was bad. I then had to phone up to be told I couldn't. You should actually state on your website if paying by paypal you cant return to store as I would have used a card and returned to a shop. Instead I had to post back at my expense which is disgusting for a shop of your standards. After this farce I would never use you again and would put my friends off too and I'm sure I'm not the only customer who thinks like this. I hate being out of pocket and wasting my personal time because of bad customer service. Kind Regards Mrs Kirby”
Helpful Report
Posted 10 years ago
Hello, Thank you for your message. Please accept my apologies, you have been given the incorrect information. Any online order can be returned to any one of our shops (excluding our outlet at Boundary Mills). I would like to discuss this further if convenient but unfortunately we do not have a contact number for you. Can you please email me with a phone number if possible? My email address is: rosie.nixon@clinkard.co.uk. I am sorry for any inconvenience caused and I look forward to hearing from you. Kind regards, Rosie, Customer Services.
Posted 10 years ago
C Bradley
Verified Buyer
“Order easy and delivered ok. Unfortunately wrong but similar shoe delivered. I thought I would keep, but one shoe is faulty so I will have to return and pay the postage at my cost.”
Helpful Report
Posted 10 years ago
Hello, Thank-you for your feedback. I am sorry for this error, I will contact you in the next ten minutes to resolve this issue. Kind regards, Matthew, Customer Services
Posted 10 years ago
G Henrick
Verified Buyer
“Pity that returns are not free . I bought the same boots as last year but sizing (Gabor) totally different. Shop staff totally disinterested and did not offer to get a different size for me. Also shocked that my credit card details were still on record!!!!”
Helpful Report
Posted 10 years ago
Dear Gay Thank you for your review. We are sorry you are unhappy with the service you have received from our store. I will contact you within the next 10 minutes to discuss this further with you. Kind regards Alison McArthur Customer Services
Posted 10 years ago
I Thomson
Verified Buyer
“Ordered online a pair of shoes for my wife. They were in the sale priced at £49. They arrived promptly but in the insole of one shoe was a sticker " Price now £39 "!!! The shoe bore marks of being worn. So they had been on a rack in a retail outlet, being tried on and discarded by how many people? Following an email to Clinkards I achieved a refund of £10 , but the episode left a feeling of disquiet. Shan't buy any more goods online from them.”
Helpful Report
Posted 10 years ago
Hello, Thank-you for taking the time to offer this feedback. We do source items for online orders from our various branches, in order to ensure that we can offer the widest possible range for our customers. However, while this does mean that an item may have been tried on in store, it should still be thoroughly checked for quality before being sent out to one of our customers. If you are unsatisfied with the condition of an item you are, of course, welcome to return it to us for a full refund or an exchange. Otherwise, I apologise for the confusion with the pricing of the item, and can see that you have been refunded the £10 difference as a goodwill gesture. I hope this helps. Kind regards, Matthew, Customer Services
Posted 10 years ago
V Ward
Verified Buyer
“It was a hassle from start to finish. Tried to get next day delivery but then found out I was unable to deliver to a different address from my billing address....4 days later. Since then I have felt harassed by multiple pointless phone calls. A birthday present is now a week late & I have to pay additional to post it via Royal Mail to the address I originally intended it for. I understand re. card fraud but the item was paid for with a credit card so would have been insured anyway. I shop online on a frequent basis & never had such a silly & pointless condition particularly for a pair of slippers!!!!! I will not be using Charles Clinkard again.”
Helpful Report
Posted 10 years ago
Hello, Thank-you for taking the time to provide this feedback. We enforce such security measures (i.e. only dispatching a first-time order to the billing address or a place of work) for the benefit of our customers. While we recognise that it can be an inconvenience, it has helped us in the past to counteract numerous instances of card fraud, and we regard the security of all of customers to be of paramount importance. I apologise if you feel harrassed by our phone calls - we were attempting to get in touch to resolve the address issue as swiftly as possible - and I will pass these comments on to the relevant personnel for when we review this procedure in future. We appreciate that there was a delay in your order, and we have therefore refunded the additional postage costs that you paid. Once again, I thoroughly apologise for any confusion regarding your order and the inconvenience caused. Kind regards, Matthew Barber Customer Services
Posted 10 years ago
L Lee
Verified Buyer
“I ordered two pair of different boots, on the same order, via the website. I was most disappointed to find out that only one pair had been despatched. I was expecting the two pairs as I had the confirmation, but later received an email stating that due to the website not being up to date, only one pair would be despatched. Maybe stock levels should be checked in order to keep the website up to date!! I am rather disappointed with the service and am therefore considering returning the boots for a full refund.”
Helpful Report
Posted 10 years ago
Hello, Thank-you for taking the time to provide these feedback. While we do attempt to keep an accurate stock reflection on our website, there are rare occasions where supply outstrips demand and we are forced to cancel an item from an order. This is largely because our stock is not all in our central warehouse - we source some stock from our various retail branches across the country, in order to offer as great a range of products as possible to our online customers. As a result, we occasionally find that an item has already been sold or is not in suitable condition to send. This is the reason that for 'low stock' items on our website, we cannot guarantee availability. Having said this, we recognise that this can be frustrating, and we offer our full apologies for any inconvenience caused. I will ensure that your comments are passed on to be considered when we evaluate our stock control system in future. Kind regards, Matthew Barber Customer Services
Posted 10 years ago
A Steele
Verified Buyer
“I purchased 4 pairs of boots online for my daughter i bought 2 sizes each as i was not sure which would fit best; Charles clinkard then conatcted me advised me one style of boots was out of stock hence had cancelled the order; when i went to cvollect the other 2 pairs from leeds they took 2 hours to find the boots it was a good job that i was still in town as the rang me to say they had found them. After collecting the right size boots; i was conatcted by leeds clinkard a few day s later advising me the style which aws cancelled by clinkard when they told me it was out of stock, suddenly arrived at leeds. this was very diappointing as we would have liked to have looked at those before we had made our decision. As a valued customer and have purchasedovera number of years i dont understand what has happend with the service with Clinkard?”
Helpful Report
Posted 10 years ago
Hello Arsha, Thank you for taking the time to give us your feedback. I think the confusion has arisen because you had two separate orders - so when we advised we had cancelled one style - we were referring to the one order, rather than both sizes over both orders. I am sorry that we hadn't picked that up at the point of cancellation - I hope it did not cause you too much inconvenience. I have passed all your comments regarding your experience in store onto our Retail Operations Director, who will be able to follow them up with the store directly. We do pride ourselves on the high level of customer service we offer both instore and online, so please accept my apologies that your experience on this occasion has fallen short of this. I do hope this hasn't put you off ordering with us again and if you do have any further queries or concerns, please don't hesitate to get in touch. Kind regards, Sam Cochran, Customer Services
Posted 10 years ago
W James
Verified Buyer
“Delivery was really good, well communicated and delivered as the request - really pleased with that service. The shoes however were really heavily scuffed when the box was opened, they were not paper stuffed to maintain shape and really in poor condition for new shoes. Disappointed that someone thought that was a suitable state to send to a customer. Working away from home a lot means I do not have time to return, so have polished as best as possible to buff out the worst marks.”
Helpful Report
Posted 10 years ago
Hello, Thank you for your message. I am disappointed to hear your boots were in a poor condition. I will contact you in the next 10 minutes to discuss this further. Kind regards, Rosie Nixon.
Posted 10 years ago
S Sherwood
Verified Buyer
“I found the website really hard to use, stupidly I was using my phone to access it because I'm really pressed for time so was trying to quickly place an order whilst travelling. There were buttons that were hidden ie, selecting which store I wanted my delivery to go to. I also wasn't given a date or timescale for the order to be delivered to store. I had to call the store the following day to find this out. Had I known it could be 5 days, I wouldn't have ordered. I asked if the order was in stock to just come in and buy and gave a description including referencing what the order is called. I was told that it was in, but that I'd have to go back when the online order arrived and get a refund then. Great. I walked from my office to the store, normally a short walk but at the time I was 32 weeks pregnant so it took me quite some effort. The boots had been put back for me, but were the wrong colour so I left still with nothing. I wouldn't use the online facility again”
Helpful Report
Posted 10 years ago
Hello, Thank-you for taking the time to provide this feedback. I will contact you via telephone in the next ten minutes, and hopefully we can come to a resolution. Kind regards, Matthew, Customer Services
Posted 10 years ago
N Phillips
Verified Buyer
“Not clear that next day delivery only applied to one pair of shoes I bought and not the other and very unhelpful customer service.”
Helpful Report
Posted 10 years ago
Hello, Thank-you for taking the time to provide this feedback. As suggested, our Next Day delivery service is provided at a cost of £5.99 per item. This is because not all items are valid for the service, with some being sourced from our various branches across the country. However, when the £5.99 delivery charge is paid for one item on an order, all remaining items are automatically upgraded to Express delivery, meaning that they are guaranteed to be dispatched within three working days (rather than the usual five). I am sorry if you feel that this information was not made clear on our website, and will pass these comments on to the relevant personnel. I hope that this information is helpful, and that you choose to order from Charles Clinkard again in the future. Kind regards, Matthew, Customer Services
Posted 10 years ago
A Colasurdo
Verified Buyer
“The shoes arrived with a sticker inside saying 'half marked price' Original price £30...reduced price £15...I paid £19! They also looked shop soiled, not quite new.”
Helpful Report
Posted 10 years ago
Hello, Thank-you for your feedback. The item that you ordered has never been available at a price of £15.00, so please accept our apologies for this pricing error. I have sent you an e-mail regarding your purchase, please reply to this and hopefully we can come to a resolution. We look forward to hearing from you. Kind regards, Matthew, Customer Services
Posted 10 years ago
V Morgan
Verified Buyer
“I ordered a pair of Pikolinos 'Brujas II' boots at £79.99. When they arrived (which was promptly), a sale sticker inside the boots indicated that they were priced at £69, even though the website was still showing the original £79.99 sale price. This didn't make a particularly good first impression. Once I had decided that I wanted to keep the boots, I rang the customer service team and it was agreed that the full difference of £10.99 would be refunded to match the price on the sale sticker. With that issue resolved, I then asked if I could order the same style in the 'choco' colour, which I had seen the day before on the website, only to be told that they were sold out. Out of curiosity, I checked again the next day to find that they were in stock and so I ordered them myself. There didn't seem to be a stock issue, so I can't really see why I was unable to place the order over the phone. If it wasn't for the fact that I find it difficult to source Pikolinos in the UK in a size 3, I would almost certainly not bother to use Clinkards again. This may be an unfortunate one-off experience, but as a first impression, it wasn't good.”
Helpful Report
Posted 10 years ago
Hello Valerie, Thank you for your email and I am sorry for any confusion caused during your ordering process. When you placed your order online, the price of this boot was £79.99 but at the point of dispatch, the price had been reduced further online. When you placed the order the price charged was correct, so please be assured we were not charging an incorrect price. Our prices change, this time of year, as our sale moves into further reductions and inevitably, some orders will overlap with this time scale. We are, however, always happy to refund any differences as a goodwill gesture - to save our customers having to return their order and replace one at the lower price. I am pleased that we resolved this situation over the phone for you. In regards to another order for the brown boot, I can't see what the problem was at the time you called. Our system will tell us either it is in stock (and how many pairs we have available) or it is out of stock. There isn't a reason why we wouldn't have placed the order for you, if the stock was available, but I will follow this up with the lady you came through to on Customer Services. At this time of year, stock is bought and returned on a daily basis, which means it isn't unusual for items to be out of stock one day and in stock another. I am hoping that this was what happened on this particular occasion but will investigate into this further. We are always happy to place orders over the phone for our customers, and I hope this hasn't put you off ordering with us again. If we can be of any assistance now, or in the future, please don't hesitate to get in touch. Thank you once again for bringing your experience to our attention. Kind regards, Sam Cochran Customer Services Manager
Posted 10 years ago
E Brun
Verified Buyer
“Asked to cancel the item half a day before the item was actually sent but no one checked neither amazon or regular emails before it was too late, or ignore them. We would have lost less time in the process because the shoes has been refused Saturday and meanwhile, my money is on hold...”
Helpful Report
Posted 10 years ago
Hello Estelle, Thank you for your feedback. We received your email at 14.25 on the 19th January but unfortunately at this point we had already dispatched your order that morning. We get regular collections throughout the day to ensure parcels leave promptly and with this being an international order, we had no way to get this back once collected. Please note that for situations such as cancellations or order amendments, we do recommend a phone call rather than email. We do aim to address all emails within 24 hours, but with it not being an instantaneous form of communication, a phone call is safer when immediate action is required. If you have refused delivery, your order will be returned to us. Once it is on its way back, we can refund you in full. If we can be of any further assistance in the meantime, please don't hesitate to get in touch. Kind regards, Sam
Posted 10 years ago
Charles Clinkard is rated 4.8 based on 49,827 reviews
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