Clarks - Teesside Park Reviews 24

I purchased some shoes in the sales section for my 85 year old grandma at Christmas, really nice shoes but unfortunately she struggled with the width of them. I thought, well I’ve purchased from Clark’s, they look after their customers… I’ll just swap them for some different ones after Christmas. Unfortunately, with the holidays and my grandmas forgetfulness I only managed to take them back after the 2 weeks leeway, approx 4 days late. I walked into the Teesside store I purchased them from and explained I know they’re out of time but I was just hoping for a straight swap for some shoes that were in fact more expensive and to pay the difference. Unfortunately I was met with, oh no company policy we can’t do a thing. I explained I work in rituals and usually as a gesture of goodwill we would always do a straight swap if unused. These shoes aren’t my size, don’t fit my grandma and are now useless… which is such a waste! I understand company policy, I really do. But Clark’s pride themselves on being a reliable company and surely you would care more about your customers more than some words on a policy? Very disappointed, life has moved fast over Christmas and that should have been met with understanding and some sort of resolution that not only benefits that stores sale figures when I buy something more expensive in exchange but also my grandma who will feel like it was her fault now. I also contacted customer services online who didn’t even read what I wrote and said I can’t get a refund because it’s out of two weeks which isn’t what I asked for.

Daughter bought Clarks Feather Shine Kid shoes for our grandson to wear for school, after 4 weeks the stitching came apart and split on toe of shoe so she went back to the Clarks shop. The customer advisor said nothing could be done as they had been scuffed. School shoes should be able to last longer than 4 weeks. Now 2 weeks on the leather has torn away and will need to be replaced before long. Boys shoes should be able to withstand rough & tumble play they have. Have got shoes from Clarks for many years but this has put my daughter off paying the price for Clarks shoes for her boy and his brother when he needs them

I was served by Seamus in the Teesside Park, Stockton on Tees store on Friday 19th Sept 25.

What a lovely young man, nothing was too much trouble, the shop was busy but he was so obliging and recommended other shoes and tried numerous styles to help me find what I needed. He had a lovely friendly attitude whilst remaining professional.
His service would encourage me to go back to that store again.
Thanks Seamus

Dreadful service. No one has taken responsibility to rectify a mistake made by an employee who no longer works at the store.
The store ordered shoes for a wedding incorrectly. Instead of arriving in store they were taken back to the Clark’s warehouse. I purchased these on 20th August and I am still awaiting a refund over 2 weeks later!! No one has taken responsibility in store for their mistake. A refund should have occurred immediately once they acknowledged their mistake.
No support, inadequate service, poor organisation.
Received a reply from this:
Reply from Clarks
An hour ago 8th September 2025
Hi Ian,

Thank you for taking the time to leave us a review and I am very sorry to read of your experience on this occasion.

Please use the link below to contact our Customer Care Team as we would love the opportunity to put this right

Thank you for highlighting your experience and please accept my sincere apologies for any disappointment caused. We look forward to hearing from you soon -

HOWEVER I HAVE ALREADY SPOKEN TO CUSTOMER CARE AFTER HAVING WAITED 40 mins ON THE PHONE. And still no one has taken responsibility!! I also submitted a form to which I’ve had no response. STILL WAITING FOR MY REFUND - SHOES PAID FOR ON 20th August!

ORDER NO: 114878876
Teesside Park Store - I returned to the store on 2 occasions and asked for the manager to contact me by telephone as she was too busy at the time! No phone call was returned!
CUSTOMER SUPPORT CONTACT FORM:
REF: (929365)

I don't often do reviews, but sometimes I think it's worthwhile, especially when it's about something really positive! I went in today with a clear idea of the shoes I wanted/needed based on problems with each foot. Alfie who served me was patient, accommodating and very helpful. To cut a long story short, as I feared the shoes I wanted weren't quite right, BUT Alfie brought me some I had ruled out online and they were perfect! He knew his products and made a great sale but without once being pushy (I never like a pushy sale)- perfect- and so I actually asked how best to leave a review! I hope this reaches you Alfie. 😃

just been to teeside park branch and the customer service was amazing! had a problem with husbands shoes(long story) but bought ages ago and out of refund time range, after explaining situation why hed never worn them,they went above and beyond to exchange them, thank you so much to the manageress, whos name i never got, and Leena the lovely girl who got the short straw to deal with me . once again thank you

I am never returning to this Clarks again. I was served by Steph who was extremely rude, dismissive, unhelpful and made me feel like I was an inconvenience rather than a customer. It’s surprising someone with such a poor attitude is representing the brand. I won’t be returning if this is the standard of service! I feel sorry for the poor staff under her belt.

I had previously bought my son school shoes which he had worn for months but more recently had complained that he wanted the velcro strap fastening tighter ++, to point we couldn't tighten further. I assumed it was the ? Wrong width measured as G.

I took my son to clarks store 5413 Teesside Park explained to a member of staff, Isobel F the issue. Isobel measured the same width G but explained that they have to measure the widest part of the foot, across the toes however my sons foot than was much narrower hence why we had the issue. Isobel then spent time, with my son who is 7 & myself, looking at the shoes my son liked & recommended which may fit better re style and my sons foot shape.

We found 2 pairs a school shoes G and a trainer F, as Isobel explained the trainer style was wider fitting style of shoe including through the length of the shoe & therefore a narrower width should fit better, for the narrower width needed at the back of the shoe. Isobel took the time to check the fitting of both shoes. We bought both pairs as my son found the fit and shoes comfortable.

I gave Isobel F my thanks and spoke with her manager to give my positive feedback.

The young lady who helped me (i didnt catch her name ) , with a return was extremely freindly & helpful .
She is a credit to your company .

Lovely pair of brogues that look the part and fit perfectly. Great fast service and good that free delivery to the shop so I could try on.

Boots weren’t right for me but very easy returns snd great cust service thank you

Very helpful and efficient staff.

UPDATE 10/09/2024
Clarks have been in touch to apologise and offered a 15% off voucher to use online. Very pleased with the customer service.

ORIGINAL REVIEW
Wanted to purchase two school shoes, which were on offer - buy one get £10 off the second. They were the exact same shoe, one in black the other white. Unfortunately there was only one white left in store which was the floor model - needless to say it was very dirty and looked used. I was willing to purchase but only if discounted. I was told we could have an additional 10% off. When manager came to approve, she refused and said we could have only one discount- 10% off or £10 off second shoe. I was told I was getting a discount (£10) and I explained I would get that no matter the state off the shoe. They still refused. Absolutely illogical, I refused the shoes and bought online instead.

Stockton on Tees branch served by Tia. I took my children in on separate occasions during back to school week and we were served by Tia both times. She was lovely with the children - asking their names and having a chat while measuring their feet. She was highly professional and knowledgeable about fitting children’s shoes. Both children have hard to fit feet and she took the time and care to make sure their new shoes were the perfect fit.
Thank you Tia 😊

We were served by Tia in the Teesside Park Clarkes. She was so good with the kids and made buying their school shoes alot less stressful. Thanks Tia

Leo at your Teesside Park Branch, Stockton, was amazing with my son. My son is 9, and is profoundly autistic and struggles with shopping. Leo was kind, empathetic and listened to my Son. Leo was very interactive with my son and it really made my Son's day (and mine!)
Please management give some recognition to young Leo at your Teesside Park store, he's a great young man!

Millie was very pleasant and helpful.
She also came across very confident in her job.

Really helpful and staff are always so positive and kind, seen by Millie and she was so amazing very helpful 😁😁🤩

Came in on Monday 26th August for school shoes we had booked an appointment this made it so much easier as the store was extremely busy. A lovely sales assistant called Mandy served us very helpful and lovely with my daughter we bought a pair of shoes the whole experience from start to finish was stress free thank you Mandy

We were served by Alfie. Great job!
He was friendly and helpful. 🙂