Pathetic Service and ripping off customers

This letter is to raise your awareness about the dissatisfaction of Clarks products’s which display continuous poor qualities of being ingenuine yet expensive.

In in September my sister and I had purchased style number li202018. Within 3 months my sister shoe had a fault of the pin coming out, she returned it with the pin and it was fixed, the pin then came out for the second time and she returned it and was given a new pair, at the time mine was still fine. I then experienced the same issue with mine, which clearly indicates that this is a factory/manufacturing fault with the shoe given that my sister had the exact same issue.

On the 22 December 2021 I went into store and advised the African lady assist me of this, I gave the lady the slip and she advised it will be booked in for repairs and her manager would contact me. After 2 weeks of no word I then phoned in again accept this time I was advised that the shoe had been booked in for repairs and would receive it in the next week. Within the same week I receive a call from a lady who advises the shoe is back but it is not repaired and is “assuming” that I would be receiving a voucher to the value of the shoe but is awaiting confirmation from the gentleman who fixes the shoe as the shoe came back with no note and will phone me back. 10/01/2022 I receive a call from Vannessa who advises the shoe is out of warranty and nothing can be done ,as a long standing customer I am extremely appalled by this response and the level of service. Her response to me was if I am not happy I can just contact head office. If this was a once off fault I would understand but the fact that my sister had to have hers repaired more than once clearly indicates that this is no fault of mine. Vanessa’s response was that I contact head office when expressing my disappointment and frustration.

As you may know their products are not cheap, so one would expect quality. I have spent almost 3000 . I have purchased your shoes in the past as I know it lasts a lifetime, only to my disappointment on this specific one. We are in the 20th century where we expect value for Money and refuse to let my hard earned money go to waste. Given the value of the shoe one would expect the shoe to last a lifetime. I am sure given the condition of the shoes you can tell that it has not been worn out as it is not an every day shoe. I refuse to be scammed like this as a pensioner. Any other day I would’ve accepted “Out of warranty” but not when its evident that the shoe is a “reject”. I have been in contact with their grade office, liaising with a lady Sventlana who has shown no indication of wanting to assist.