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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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V Buyer
Verified Buyer
“Sent different shoe/size/colour to those ordered”
Helpful Report
Posted 10 years ago
Hello Helen, Thank you for your message. I am extremely disappointed to hear you have received the wrong item, please accept my apologies. I will call you in the next 10 minutes to discuss this further. Kind regards, Rosie Nixon.
Posted 10 years ago
V Buyer
Verified Buyer
“Unfortunately the shoes I ordered were sent in the wrong colour, I immediately telephoned your company and the contact your end was very efficient and made arrangements for the correct tcolour to be delivered on Friday 28th of November.”
Helpful Report
Posted 10 years ago
Hello Mrs Nutman, Thank you for your message. Please accept my sincere apologies, I am sorry you received the incorrect colour. We have investigated internally and the relevant department have been made aware of the error. Having looked at your order I can see your new pair is on its way and should be delivered today. Thank you for your patience. Kind regards, Rosie Nixon
Posted 10 years ago
V Buyer
Verified Buyer
“It took a very long time, about 9 days for the boots to arrive. Other internet businesses can deliver in store the next day! Not good!!”
Helpful Report
Posted 10 years ago
Hello Barry, Thank you for your message. Normal despatch time is 2-5 working days, I am sorry if this was not made clear when you placed your order. Most of our orders are despatched a lot sooner and I can see on this occasion your order was available to collect from our Stratford branch on the 5th working day. If in future you need an order any quicker than this, please ask and we will happily look into this for you. We offer an express and next day delivery service on the majority of our items. Kind regards, Rosie Nixon.
Posted 10 years ago
V Buyer
Verified Buyer
“I was very disappointed with the delivery. Although I was asked twice about my delivery preferences, firstly at the point of order and then again when I was told the shoes would be delivered the following day, and twice asked that the shoes were left in the porch, which I received confirmation of, the shoes were left with a neighbour. I then sent an email complaining about this to the email received confirming delivery, and received no response. There was no indication that this email address was unmonitored. It is extremely frustrated to be asked for special instructions, that I twice took the time to give, and then have these wishes disregarded, and also I felt very bad service to not respond to an email informing you of this.”
Helpful Report
Posted 10 years ago
Hello Amy, Thank you for your message. I am sorry to hear the couriers did not follow your instructions and leave your order in the porch as requested. Please accept my apologies, I will investigate this further with them. Usually, they will try to obtain a signature rather than leaving them unattended so this may be the reason why. With regards to your email, I believe the reply would have been sent directly to Interlink and not ourselves so I am sorry they did not reply. If in future you need to get in touch you can email us via the contact us section of our website or call us on 0345 2417742. Kind regards,
Posted 10 years ago
V Buyer
Verified Buyer
“very prompt delivery, good communication by email to keep me in touch with progress of order, staff helpful when I phoned but ................ shoes arrived with a mark on the left one. Not sure why this wasn't noticed by the person who packed up the shoes. I had to return and order an exchange. A drag and could have been avoided if staff more diligent.”
Helpful Report
Posted 10 years ago
Hello Judy, Thank you for your message. I am sorry to hear the pair we originally sent you were marked. I can see we sent you a pre-paid label to return them and your exchange pair was despatched yesterday. We have already spoken to the branch in question that the shoes we sourced from to hopefully ensure this does not happen again. Please accept my sincere apologies for any inconvenience caused. Kind regards, Rosie Nixon.
Posted 10 years ago
V Buyer
Verified Buyer
“My complaint is not to do with the shoes but the option for collection from store. I received an email to advise me my purchase had been shipped. I left it circa 4 days and then popped into the store to collect them. Only to be told they were not there and I should wait for an email / phone call to tell me they had arrived. As yet I have not had time to go back, nor have I had any communication to tell me they are in store. I would think its relatively simple to track thier location and advise customers accordingly. I chose in store collection as its close to my office etc however it has not proven to be any more convenient.”
Helpful Report
Posted 10 years ago
Hello Nicola, Thank you for your message. I am sorry you received an email on the 31st October to say your order had been despatched. I can see why this is confusing when you went in the shop 4 days later and they were not ready to collect. Your shoes were actually in transit to the shop and they arrived on Tuesday 4th November. Having spoken to a member of staff at the shop, they advised me they did try to contact you on this day so I am sorry you missed the call. I can see you have now collected your shoes, I hope they're suitable. Kind regards, Rosie Nixon.
Posted 10 years ago
V Buyer
Verified Buyer
“I ordered shoes over a week ago and I'm yet to be notified that they have arrived in store for collection. So this email a bit premature but the delivery seems to be taking a long time. It will be 2 weeks on Friday I've been waiting. Not great.”
Helpful Report
Posted 10 years ago
Hello Simone, Thank you for your message. I am disappointed to hear our Meadowhall shop have not been in touch before now. I have contacted them this morning and they will give a you a call today to discuss your order. Please accept my sincere apologies for the delay. Kind regards, Rosie Nixon.
Posted 10 years ago
V Buyer
Verified Buyer
“I have ordered and returned a number of boots because they do not fit. I have paid for postage in order to receive them quickly (sooner than free postage) but found the service poor. Not impressed.”
Helpful Report
Posted 10 years ago
Hello Georgina, Thank you for your feedback - I am sorry to read about the experience you have had. We pride ourselves on the high standard of service we offer our customers, from the point of ordering, right through to the point of delivery - so for you not to experience this is extremely disappointing and something we would like to address. It isn't immediately apparent from your order what the problem with delivery was, so I have asked Lisa from Customer Services to give you a call to discuss further. Please accept my apologies for any inconvenience that has been caused, and you should expect a call in the next 10 minutes. Kind regards, Sam
Posted 10 years ago
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
Charles Clinkard is rated 4.8 based on 49,071 reviews
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