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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
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Phone:

0345 241 7742

Email:

help@clinkard.co.uk

Location:

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

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V Buyer
Verified Buyer
“I was quite disappointed with the service that I received. I asked for my size in a Clarks style shoe but they did not have my size in that style. What I expected was the assistant to bring out a similar style pair of shoes in my size. I said that I will try the clarks shop and she put two thumbs up! As she walked away, she said that I could place an order, if I wish. I returned another day, when it was less busy, but no one approached me as I was trying some shoes. I had to ask an assistant if she was free. As usual, she did not have my size (36) so I had to order it. This was on a Weds. I received an email saying that my shoes have been despatched. This was on the Friday. I rang on the following Tues to check if my shoes have arrived. It has not. But I got a call the next day to say that it is ready for collection at the store. I think it would have been quicker to order the shoes Online! I did not mind the wait so much but it was the service that I got at the store which was bad. Definitely a training issue in that store.”
Helpful Report
Posted 10 years ago
Hello Lydia Thank you for your message. I am sorry to hear you have received poor service I will contact you in the next 10 minutes to discuss this further. Kind regards, Joanne Baldwin
Posted 10 years ago
V Buyer
Verified Buyer
“Not very happy wrong size shoes in box I need to return them”
Helpful Report
Posted 10 years ago
Hello Christine, Thank you for your message. I am sorry to hear you have received the incorrect size. I will contact you in the next 10 minutes to discuss this further. Kind regards, Rosie Nixon.
Posted 10 years ago
V Buyer
Verified Buyer
“Placed an order to collect in, item still not available to collect 9 days after I received confirmation that the item was despatched and no response response received to enquiries regarding its whereabouts. Very poor service.”
Helpful Report
Posted 10 years ago
Hello Vicky, Thank you for your feedback and naturally I am disappointed to hear about your experience. The store did receive your shoes last week, but the mobile number provided, when called, says ''The person has hung up'', so unfortunately they haven't been able to get in touch with you successfully. An email should have been sent after failed attempts to make a phone call so I do apologise that this didn't go ahead, but I have confirmed with the store and they are there for you to collect. Kind regards, Sam
Posted 10 years ago
V Buyer
Verified Buyer
“The online experience was really excellent and my order arrived at the store on time. I received a call to say the shoes had arrived, but the collection experience was not good. I went to the store at cribbs causeway 48 hours after the call, the assistant asked for my order number which unfortunately I hadn't thought to bring with me. She called over one of the managers who started to explain 'procedures' and was most officious. I explained that I'd had a call, I had the credit card I'd paid with (and that I'd only used the online service as I was recovering from pneumonia and didn't want to sit choosing in store). The manager then told me I'd have to sit and wait and it could take up to 30 mins for them to find the order without the number! What nonsense! They were found within 5 mins, the box clearly marked. I'd actually ordered to store so I could easily collect/ try/refund if necessary but I didn't bother in the end, it seemed more hassle and came home. What a shame that the ease of the online process was marred by the collection process. This is the first time I've completed an online review, but I was genuinely disappointed by the store's attitude and how it made me feel. I'm sure there are hassle free 'procedures' that can cope with no order number- I had already paid after all!!!”
Helpful Report
Posted 10 years ago
Hello Jan, Thank you for your feedback. I am really sorry to hear about your instore experience. We pride ourselves on the warm and friendly in store service we offer and therefore it is disappointing to hear we fell short on this occasion. It is helpful to have an order number, when locating an online order, however it isn't difficult to locate without, so please accept my apologies that you were made to feel that way. Please be assured I will be following this up with the store in question. I hope this incident has not put you off shopping with us online again, and if you require any further assistance, please don't hesitate to get in touch with us. Kind regards, Sam
Posted 10 years ago
V Buyer
Verified Buyer
“The product arrived with marks (glue!) and was not acceptable. I reported this the same day and returned the product and requested a replacement. We had originally selected express delivery as we wanted the boots for our daughters school trip. However, we were told that a replacement pair could not be dispatched until the damaged pair had been received back! As if we are intending some kind of boot scam! Sadly the trip starts and the replacement boots have still not arrived! Sigh!”
Helpful Report
Posted 10 years ago
Hello Ashley, Thank you for your feedback - naturally I am disappointed to read about your experience. Firstly, please accept my apologies that your shoes were sent to you with glue marks - this isn't acceptable and it should have been checked before sending. I will look into how these were sent in this condition because quality checking is an integral part of our dispatch process. In regards to the exchange, I am sorry that it wasn't carried out quicker for you. We didn't hold off sending the replacement because we thought it was a scam, but because we wanted to make sure that the boot we sent didn't have the same marks as the boot received. We needed to see the boot to check this. We did send the replacement boot the day we received the originals back but unfortunately we didn't receive the original pair back until 5 days after talking to you on the phone. Please accept my sincere apologies for any inconvenience this situation has caused. I hope this hasn't put you off shopping online with us again in the future. Kind regards, Sam
Posted 10 years ago
V Buyer
Verified Buyer
“I sent for a pair of Fly shoes that were in the sale, and paid for express delivery. However, when they arrived the two shoes were completely different colours to one another, I am guessing that perhaps one of the shoes had been in the window? I had ordered these shoes for an event which I was due to attend the following day so felt very disappointed with the purchase. I rang customer services and the lady who I spoke to was very good about it, she said they should not have sent shoes out like that and offered to pay the return postage which I thought was a nice gesture. I was a little bit surprised that Charles Clinkard would send out shoes like this, as I have always felt that it was a high end shoe shop with good brands.”
Helpful Report
Posted 10 years ago
Hello Julia, Thank you for your feedback and first, please accept my sincere apologies that your shoes were sent out in the condition you received them in. We do pride ourselves on the fine footwear we sell, and therefore quality checking, factors highly in our dispatch process. We will be investigating into how your shoes were sent faded as this is unacceptable - and at odds with how we operate. Once again, I am sorry for any inconvenience this situation has caused, and I hope it has not put you off ordering with us again in the future. Kind regards, Sam
Posted 10 years ago
V Buyer
Verified Buyer
“The shoes arrived very quickly, but, unfortunately they were cut on the binding! I object to having to pay for the return of defective shoes. And, there was no apology! The new pair, however, arrived very quickly. This is the first time I have had such poor service.”
Helpful Report
Posted 10 years ago
Hello Mrs Allard, Thank you for your feedback and for bringing this to our attention. Firstly, please accept my sincere apologies about the condition you received your shoes in, and the lack of communication in dealing with your exchange. Please be advised I will be passing your comments on so that additional training can be provided to the member of staff involved. You should have received an email or phone call when we received your item back, with an apology and an acknowledgement that your exchange had been arranged. Everything that leaves our warehouse should be quality checked so that situations like this don't occur. I will be investigating into how you received your shoes in the condition you did. It is unacceptable and I am sorry for the inconvenience this has caused you. We do not expect our customers to pay to return defective goods and we have issued you with a refund to cover the postage costs incurred. If we can of any further assistance, please don't hesitate to get in touch. Our friendly Customer Services team are available to speak to 7 days a week. Kind regards, Sam
Posted 10 years ago
J
Verified Buyer
“My recent shopping experience wasn’t as pleasant as I hoped it would be. On 3 September I ordered a pair of Rieker shoes (order number 579802). A very pleasant lady took my order. When we talked about the delivery, I said that I would not want the shoes to be delivered straight away; the reason (which I did not declare) was that I was about to go away. I asked for them to be posted after Friday 12 September. The lady suggested the dispatch date Monday 15 September which was perfect and I readily agreed. I returned from holiday on the evening of 12 September. A note from the Royal Mail, dated 8 September, awaited me at home. I could not think who the parcel could be from. But I then found two emails (both dated 5 September) from Charles Clinkard, advising me that the shoes have been dispatched. Incidentally, both emails start with ‘Hello J’. I assume ‘J’ was used because my first name in full was not known. But even if it was, I would not expect it to be used in this address. I certainly did not invite the person who wrote to address me by my first name; to do so without my invitation or agreement is impolite. I am a customer, not a mate. If it wasn’t known whether I am Miss, Mrs or Ms, I should have been asked. As for the shoes themselves, I am not sure if I will keep them. The colour, a lovely navy on your picture, has no depth in reality and is a dusty, not to say dirty, blue. The front also has a design (brown scrolls). Your description refers to ‘laser detailed upper’; I wonder how many of your customers know what you mean by that. I have five pairs of Rieker shoes, only one of which was bought in the shop; all others were bought online. It is the first time that I have been disappointed. The style is lovely, the size is right and the height of the wedge perfect. Just the colour is not. Pity.”
Helpful Report
Posted 10 years ago
Hello Mrs Glaser, Thank you for your feedback and I am disappointed to read you are unhappy with your recent online shopping experience. Unfortunately, due to an oversight at the point your order was placed, the instructions to delay dispatch were not passed through to our dispatch team. We quite regularly delay dispatch for our customers and therefore, for us to fail to on this occasion, is unacceptable. Please accept my apologies for any inconvenience this has caused. Thank you for bringing to our attention the problem with the email addressing you as 'J'. We do appreciate that some customers prefer to be addressed by their salutation and surname. Our system hasn't recognised that their isn't a full first name, leading to the email you received. I will pass your comments onto our technical team and hopefully we can tweak this to prevent it happening again. I really do hope this experience has not put you off shopping with us again. Next time I am sure you can find a style and colour that you are happy with. If we can be of any further assistance, please don't hesitate to get in touch. Kind regards, Sam Cochran
Posted 10 years ago
L
Verified Buyer
“Very poor. Next day delivery does not deliver the next day. 3 days later I was still awaiting this. Went to my local store to purchase the shoes which were in stock there and ask for refund of next day postage. I was assured this would be refunded the same day, this has not been done yet. On a different note I find the fact a children's shoe shop has no disabled access appalling when the shoes are down stairs. This meant I had to leave my push chair upstairs and carry my toddler.”
Helpful Report
Posted 10 years ago
Hello Laura, Thank you for your message. Naturally I am disappointed to read the content, please accept my apologies. I am going to call you in the next 10 minutes to discuss, I hope this is convenient. Kind regards, Rosie Nixon.
Posted 10 years ago
L
Verified Buyer
“The shoes are brilliant BUT having given specific instructions about delivery (which you asked for)they proved useless and I had a 20 mile riund trip to pick them up!”
Helpful Report
Posted 10 years ago
Hi Louise, Thank you for feedback and I am sorry to hear the courier didn't adhere to your instructions. For future reference, you can contact us when this happens and we can rearrange a delivery for you - which will prevent the need to collect them from the local sorting office. I hope this hasn't caused you too much inconvenience and I am glad to hear you are happy with the shoes. Kind regards, Sam
Posted 10 years ago
A
Verified Buyer
“Of the two items ordered, one was delivered wrapped in brown paper held together with a strip of sellotape and two rubber bands, the enclosed box was falling apart - luckily the boots in the parcel were not damaged. I wish that I had taken a photo it was unbelievable !”
Helpful Report
Posted 10 years ago
Hello Audrey, Thank you for your comments and I am sorry to hear you have received one of your items packaged like that. I will certainly look into how this has happened because this is not how we package our orders. I am glad to hear the boots themselves weren't damaged and I hope this situation hasn't caused you any inconvenience overall. Please don't hesitate to contact us if you have any other concerns. Kind regards, Sam
Posted 10 years ago
F
Verified Buyer
“The click and collect service was far too slow. I presumed it would be quicker than home delivery but took a full week. In the meantime I had to go into the store to buy the items, and now will have to go back in to return the items I ordered and paid for online. Really this service should be much quicker. Thanks.”
Helpful Report
Posted 10 years ago
Hello Francesca, Thank you for your feedback and please be assured I will pass your comments on. Most of our orders are dispatched quicker than the 5 working days quoted on our website for Click and Collect orders but unfortunately for some items, we cannot get them to the store quicker than we quote. I am sorry that we couldn't get your order to you faster on this occasion and I hope it did not cause you too much inconvenience. For more information on dispatch times etc,, please don't hesitate to contact us, or alternatively, check our Delivery and Returns section of our website. If you do this before ordering, hopefully this will prevent further disappointment in the future. Kind regards, Sam
Posted 10 years ago
T
Verified Buyer
“It may be free delivery - but NOT returns. I ordered 2 pairs of shoes. Neither were any good. The cheapest I could send them back via the post office cost me £8. I could have taken them back to a shop free .... But there isn't one near where I live - hence the Internet order. Will not be using again.”
Helpful Report
Posted 10 years ago
Hello Tracey, Thank you for comments. I am sorry that you didn't realise returns are not free, before shopping with us. We do state on our website that whilst delivery is free, returns unfortunately aren't. In our returns section we do bring Collect+ to our customer's attention as a cheaper way to return shoes to us. It would cost £4.85 to return your shoes via this method, so I am sorry you didn't see this before sending your shoes via Royal Mail. I am sorry that your experience online with Charles Clinkard has been disappointing, this isn't our aim. Please be advised I have passed all your comments onto our web team. If you would like to discuss this further, please don't hesitate to get in touch. Kind regards, Sam
Posted 10 years ago
Mrs
Verified Buyer
“purchased a pair of shoes for my granddaughter arrived quickly but was very disappointed box looked tatty inside shoes werent wrapped in the tissue paper infact it just looked like a child had just tried them on and were thrown back in box and to top it all one shoe looked faulty.”
Helpful Report
Posted 10 years ago
Hello, Thank you for your feedback and please accept my apologies about the condition of your granddaughter's shoes. We do quality check everything we send out, so I will look into how they were sent like that. I can see from the notes on your order that my colleague Alison has already been in touch to help resolve the situation, so hopefully this should be sorted now. If we can be of any further assistance, please don't hesitate to get in touch. Kind regards, Sam
Posted 10 years ago
P
Verified Buyer
“If you want to keep customers happy I suggest that you improve the delivery of shoes when they have to brought in form else where. You make the customer pay for these in full,then it take a week or just over to get them. I find this service not customer friendly at all.”
Helpful Report
Posted 10 years ago
Hello Peter, Thank you for comments and I will make sure they are passed on. We do process orders as quickly as we can, but It can take up to 5 working days to dispatch an order placed in store. Please accept my apologies if this wasn't explained to you when you placed your order. A large majority of our orders are dispatched within 2 working days, so I hope this hasn't put you off ordering with us again in future. Kind regards, Sam
Posted 10 years ago
G
Verified Buyer
“Not shopped with you before. Didn't know how the shoes would fit (not being able to try on)...so ordered three pairs knowing would have to post 2 back. But cost me £9 to return the others. So a very expensive purchase unfortunately. Maybe you need more info on the site detailing whether shoes come up narrow/wide etc. The silver pumps came up really wide.”
Helpful Report
Posted 10 years ago
Hello Gemma, Thank you for your feedback and I will be sure to pass it on. We do have width fittings on our website, where a style comes in a specific width. The Gabor shoes you ordered have their widths listed alongside the product online. The Softline shoe you ordered hasn't got a specified width fitting - and when this is the case, we can't really advise on fitting, because comfort is such a personal thing and the shoe will fit differently on different people. To counter this problem we have - we do encourage our customers to fill in product reviews, similar to the one you have filled in now. This is so that our customers can read reviews from other customers and use them to influence the size they purchase online. If you would like to share your experience of this product, you are more than welcome to, by clicking on the product online. I hope this information helps. Kind regards, Sam
Posted 10 years ago
J
Verified Buyer
“I was a bit annoyed that the item I ordered was out of stock after I had placed my order. Then when I changed the colour I had to start over. I was then in more of a rush so had to pay the 5.99 next day which caused further confusion. Would have been nice if they had delivered next day free of charge or something because of the inconvenience. Worse when I got the delivery the box was in terrible condition.”
Helpful Report
Posted 10 years ago
Hello Julie, Please accept my apologies for any inconvenience caused to you. Unfortunately when an item is advertised as ''Hurry Low Stock'', there is a chance, albeit rare, that we won't be able to fulfil the order once placed. In order to maximise the amount of products we offer our customers, we include store stock on our website and as a result our stock levels can fluctuate. It is rare we have to cancel an order as a result of these fluctuations and I can only apologise that on this occasion we were left with no other option but do to so. I will definitely investigate into the problem you have had with the box. We re-box any damaged boxes before dispatch so I can only presume this has happened in transit. I will contact the couriers regarding this. In regards to your subsequent order with us, we weren't aware you were replacing an order with next day delivery, so unfortunately we couldn't offer this to you free of charge, but I have asked Alison from the Customer Services Team to get in touch to discuss further. Kind regards, Sam Cochran
Posted 10 years ago
S
Verified Buyer
“When I went to collect the shoes, one assistant was working flat out on the till. Two other assistants passed me, smiled, and then stood around, doing nothing. I waited for around five minutes, before handing my collection receipt to the assistant on the till, who immediately handed to one of the assistants who was doing nothing. My gripe is, that one of the two assistants, just standing around, should have offered to assist me. It was poor customer service. Over the years, my wife and I have bought a lot of shoes in your Witney store, and we expect better.”
Helpful Report
Posted 10 years ago
Hello Stephen, Thank you for your feedback and naturally I am disappointed to hear about your experience in store. Please be advised I have passed your feedback onto the relevant people and they should be in touch with you shortly. In the meantime, if we can be of any further assistance, please don't hesitate to get in touch. Kind regards, Sam
Posted 10 years ago
C
Verified Buyer
“Shoes arrived in my opinion faulty, not had this problem before with any other shoes from clinkards, on the base of the shoe on the arch of the foot there was a big bubble in the rubber on both shoes meaning when my daughter walked the arch of the shoe dragged on the floor, also one shoes width fitting was a lot bigger than the other, I returned and exchanged in my local clinkards for the purple ones and they are fab”
Helpful Report
Posted 10 years ago
Hi Charlotte, I am sorry to hear there was a problem with the first pair of shoes you received. I am glad you have managed to get them exchanged for a more suitable pair. If you need any further assistance please don't hesitate to get in touch. Kind regards, Sam
Posted 10 years ago
A
Verified Buyer
“I was a disappointed to find after paying £37.50, the shoes came with a sale sticker marked as £34.90 and the sticker has taken off all the writing inside and left a sticky mark. That was the first and the last time I will order from you. I expected the same service as Clarks if not better as your shoes are very expensive but feel I didn't receive this.”
Helpful Report
Posted 10 years ago
Hi Anna, Thank you for your email and please accept our apologies regarding the sale label in the shoe. It looks as though it has been marked up incorrectly. It is in the sale but not at the price marked. I can see from the notes on your order that you have already spoken to Alison on our Customer Services Team and I can see that you were happy to accept the solution we offered on the phone. I trust that this is still the case but please get in touch if not. Please accept my apologies once again for any inconvenience this has caused you. Kind regards Sam
Posted 10 years ago
Charles Clinkard is rated 4.8 based on 49,827 reviews
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