Clarks — Local services in New York

I've been to this store on occasion but it's also a review on their corporation as well. Today was one of those days where it really showed what kind of company they are.

I made an online purchase and their server crashed during the process. I didn't get an eMail immediately saying my purchase went through. So, I went through the process again. It went though fine. But afterwards, I had two eMails from separate orders giving me my order number.

On their website it stated that after 15 minutes, they cannot cancel orders due to warehouse processing speed. I would get the order and then have to return it. I had called their customer service number within 5 minutes of getting the eMails so I knew I was safe. But being a New Yorker, I was ready for war...

I probably waited a couple of minutes and spoke to a lovely British woman who quoted me the 15-minute guideline and I told her it had been 10 minutes including the wait time and conversation I was having with her since I received the order status eMail.

The customer service person and I had a nice chat and two minutes later, she confirmed with me that the warehouse had received and confirmed the order cancellation and there would be no problem. No script. Just a human being being human.

I've been to the store and they've been great with offering to help me with any questions I had regarding the shoes.

Other companies can learn...

A warning to all current & potential Clarks customers: their shoelaces are not covered under their warranty.

You may be asking why that matters? Well, 3/5 pairs of shoes I've bought from this store have had their laces break/rip within the first month of use. This has never happened on any other shoe/brand I've owned - Nike, Timberland, Johnston & Murphy, etc...

The worst part is: I've contacted both the store and corporate customer support about this, and both refuse to honor the warranty guaranteed on the back of their receipt: that you can return/exchange your product if not fully satisfied within 90 days of purchase.

I was completely reasonable with Clarks saying all I expected was that they give me a store credit or refund me for the $5 I had to spend on laces elsewhere (as they didn't have any they could send me) . They refused.

It's truly sad that a company would be so short sighted to throw away the hundreds of dollars of future business I would give them over the next few years over laces that probably cost them pennies to make. They don't stand behind their product, nor honor their warranty, so shop elsewhere and avoid this headache...

I am thankful for a very positive experience at Clarks Store 743. This is the store located on 3rd avenue and 59th street, by Bloomingdale’s department store. People with aching feet, including locals and tourists in from out of town, should try on the new Cloudsteppers, priced at $79.99. Or there are other cuts and fits of shoes for people with wider feet or higher arches. I walked out with a new pair of Cloudsteppers on and continued my journey in the Cloudsteppers. Thanks to Tanya Taylor and her colleagues in the shop for answering my questions and taking such good care of the shop and me as a customer walking in off the street. I appreciate you, and highly...