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Charles Clinkard Reviews

4.8 Rating 49,071 Reviews
96 %
of reviewers recommend Charles Clinkard
Company Reviews Product Reviews
44,848
 Metrics Info
4.8
Based on 49,071 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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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
A Tarkowska
Verified Buyer
“Very long dispatching time. These days online store must ship next working day the latest.”
Helpful Report
Posted 10 years ago
Hello Aleksandra, Thank you for your feedback. For some items we do source from our stores, which can lead to a slightly longer lead time. This is why we quote at the point of placing an order, that it can take up to 5 working days to dispatch. Most of our orders (around 90%) are dispatched within 2 working days, but unfortunately a few can take the full 5 working days. I am sorry that it wasn't as quick as you had hoped, and I will make sure your comments are passed on. Just for future reference, we do offer an expedited service, at the point of checkout, in case you need them quicker than our standard delivery. If you require any further information about this service, please don't hesitate to get in touch. Kind regards, Sam Kind regards, Sam
Posted 10 years ago
J Badger
Verified Buyer
“Brought some fly london boots purple all marked badly on front of right foot.”
Helpful Report
Posted 10 years ago
Hello Thank you for your feedback. We are sorry you had a problem with your purchase, everything is quality checked before it leaves here and we will be looking into why this has happened. I can see from the notes on your order that we have offered you a prepaid label and we look forward to receiving them back so we can resolve this for you. In the meantime if you wish to contact us, please contact us on 0345 241 7742. Kind regards Alison McArthur
Posted 10 years ago
V Buyer
Verified Buyer
“These comments are not aimed at the store or store staff but at the online description of the shoes that were ordered and the lack of response when I contacted the online customer service. Two pairs of Sketchers shoes were ordered, grey canvas and, according to the website description, navy suede. They were ordered via the local store and collected from there. The navy turned out to be canvas as well, which I reported to the online customer service, after having checked the description which was, most definitely navy SUEDE. The response suggested that the error was mine and that they are both canvas. I responded to that, copying and pasting the online description and have had no response. The grey canvas were kept, the navy returned to the store, where staff confirmed that, yes, they were canvas and not suede!”
Helpful Report
Posted 10 years ago
Hello Vera Thank you for your feedback. I am sorry to hear about the mis leading description of the shoes and the lack of response to you e mail. I have passed your comments onto the correct departments so the correct information can be added to this product and so we can improve our service. I will call you shortly so we can discuss the matter further. Kind Regards Joanne Baldwin
Posted 10 years ago
V Buyer
Verified Buyer
“o/n 632965 I sent an email but didn't get a response. The shoes have arrived for my daughter & i have realised the price for the pumps should have only been £22.00 not £27 i was sure when i originally ordered them they were in the sale this is why i ordered them at £22 but i hadn't picked up on the fact my payment had gone through at a higher price. I have the ticket from inside the shoe that shows them at £22, i purchase both of my children's shoes from you but i won't be in future unless you can you please arrange to credit me the difference of the £5 please ,otherwise i will arrange for them to be returned to you and no longer purchase further shoes from you.”
Helpful Report
Posted 10 years ago
Hello Marie Thank you for your feedback. Unfortunately we dont appear to have received your original e mail however we have received your one sent today. I will give you a call shortly to discuss the matter further. Kind Regards Joanne Baldwin
Posted 10 years ago
V Buyer
Verified Buyer
“I can't rate your product as I still haven't received my daughters shoes. I really don't understand why click and collect takes so long to get to store. It would have been quicker to take her shopping at the weekend and I will think twice before ordering again.”
Helpful Report
Posted 10 years ago
Hello Danielle Thank you for your feedback. Your shoes have arrived at our Northallerton store unfortunately the telephone number provided on your order is incorrect so they have been unable to call you to let you know they have arrived. Our dispatch time is the same for home delivery or to our stores however we do try to dispatch all order as quickly as possible. I do hope you will continue to shop with us and if you have any further queries please do not hesitate to contact us. Kind Regards Joanne Baldwin
Posted 10 years ago
V Buyer
Verified Buyer
“I indicated on my returns form that I felt that the shoes you sent to me had been worn there was places on the soles where stickers had been removed and this fact had caused the shoe soles to stick to the tissue paper they were wrapped in. i had expected some communication from you to explain what had happened and I was disappointed when no one contacted me. I would hesitate to buy again under these circumstances. Joan Hainsworth”
Helpful Report
Posted 10 years ago
Hello Joan Thank you for your feedback. I am sorry to hear you were disappointed with your purchase I can assure you the shoes have not been worn but they may have been tried on in our stores. The stickiness may have been picked up either when the shoes were made or while in our stores. We have refunded your postage costs directly into your paypal account. Unfortunately there is not a telephone number on your e mail so I cannot call you to discuss further but if you would like to speak to me I can be contacted on 0345 2417742. Kind Regards Joanne Baldwin
Posted 10 years ago
V Buyer
Verified Buyer
“I ordered my boots on 19th Dec to be delivered to my address hoping I might get them just before Xmas or on Sat 27th in time for my weeks hols in the dales. They still had not arrived when I returned on Sat 3rd Jan. They had been sent to the store in York, who rang me but had the phone number down wrong! My boots then would be delivered today 7th Jan. They have just arrived and they are lovely so all is forgiven and I will defiantly shop with Clinkards again.”
Helpful Report
Posted 10 years ago
Hello Lynne, Thank you for your feedback and naturally I am disappointed to read about the mistake made with delivery. It looks as though, because they were ordered in store, the dispatch member who processed your order mistakenly thought it was to go to the store also. I can see from your order that this clearly wasn't the case, so please accept my sincere apologies for any inconvenience this mistake has resulted in. I am confident that this was an isolated incident, so I am pleased to see this has not put you off ordering again. If we can be of any further assistance now or in the future, please don't hesitate to get in touch. We look forward to seeing you again soon! Kind regards, Sam
Posted 10 years ago
V Buyer
Verified Buyer
“The staff are pleasant, the shoes are good: BUT - where are they ? I ordered at the store, to be collected there and although I received an email telling me 'good news, your shoes have been despatched' - it wasn't good news at all as the shoes hadn't arrived in the store. I telephoned and the girls said 'Oh yes, we have had customers commenting on this before' ! ! Wonderful ! My husband bought shoes there recently and my shoes were still not in ……. come on, where are they please ? This is a very negative aspect of a brilliant shoe shop and I just can't figure it out.”
Helpful Report
Posted 10 years ago
Hello, Thank you for your feedback, naturally I am disappointed to read about your experience. I have spoken to the Northallerton store who have tried to call unsuccessfully on a few occasions, whether that is because they have taken an incorrect phone number or because they haven't been able to get in touch, this is unclear. Nevertheless, they do have an email address and they should have emailed you failing a phone call. Please accept my apologies for the delay in contact. I can confirm that your shoes are in Northallerton and available to collect. I have spoken to the Northallerton store to ensure this doesn't happen again and I hope this hasn't caused you too much inconvenience. If you would like to discuss this further, please don't hesitate to contact me on 0345 2417742 or alternatively at sales@clinkard.co.uk. Kind regards, Sam
Posted 10 years ago
V Buyer
Verified Buyer
“Requested 2 x pair of boot shoes..supplied the exact ref no from previous shoe box, colour & size req....colour was right but was sent wrong style & size!!!!! They've been returned today which cost me money for recorded delivery...if the correct order isn't rec'd on return i'll demand full refund & will never shop with you again”
Helpful Report
Posted 10 years ago
Hello Martin, Thank you for your feedback. I can see that you have placed the order yourself online rather than over the phone, so can you please advics who you have supplied the reference number too? We do have pictures on our website alongside the style name to ensure customers receive what they are looking for. If you think you have been sent somebody else's order in error, please can you get in touch with us on 0345 241 7742 or alternatively email us at sales@clinkard.co.uk with a time we can contact you. We don't have a contact number so can you please give us this also, so we can discuss this in more detail and help resolve this problem. We look forward to hearing from you. Kind regards, Sam
Posted 10 years ago
V Buyer
Verified Buyer
“Ordered a pair of shoes which arrived in reasonable time but we're not a matching pair! Two left feet of different styles.phoned and was dealt with very efficiently, very apologetic,sourced the problem from Nottingham and a new shoe arrived the next day in time for our holiday abroad. Would use them again but disappointed with initial service.”
Helpful Report
Posted 10 years ago
Hello Jennifer, Thank you for comments and naturally I am disappointed to read about your experience. Please let me firstly apologise for the mix up on your original order. We pride ourselves on the rigorous quality checks we conduct and therefore I will be investigating into how you received an odd pair. I can see that Tom has arranged the swap for you and I am glad we have done it in time for your holiday. I hope the mix up did not caused you too much inconvenience. I am confident that this was an isolated incident, so I hope it hasn't put you off shopping with us again in the future. Kind regards, Sam
Posted 10 years ago
V Buyer
Verified Buyer
“On this occasion I was very disappointed. When I received the boots I found they were different colours and had a slightly different finish. Based on my previous experience I am hoping this is a 1 off.”
Helpful Report
Posted 10 years ago
Hello Shabina, Thank you for your feedback. I am sorry to hear you have had a problem with your order. Looking at the notes, I can see we have resolved it, but if we can be of any further assistance please don't hesitate to get in touch. We do pride ourselves on the quality of products we send out, and therefore it is disappointing you haven't experienced this. I will be investigating how this was sent out, to ensure it doesn't happen again. I hope this hasn't put you off shopping with us again, as I am sure it was an isolated incident. Kind regards, Sam
Posted 10 years ago
V Buyer
Verified Buyer
“Unfortunately when I received my order it was incorrect I had been sent the wrong style of boot. However Lisa Russell in customer services has been very helpful and assured me the correct order will be with me by Wednesday of this week. Considering that these boots are an xmas present I am hopeful the matter will be swiftly resolved.”
Helpful Report
Posted 10 years ago
Hello Carrie, Thank you for your feedback and I am sorry that we have mixed up your order. Looking into your order, I can see Lisa has sourced you a replacement and this has been sent out, so hopefully this will be resolved with as little inconvenience to you as possible. If you have any further queries in the meantime, please don't hesitate to get in touch, but otherwise, I hope you're happy with the boots. Kind regards, Sam
Posted 10 years ago
Charles Clinkard is rated 4.8 based on 49,071 reviews
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