To Feel that Clarks are still taking the psssss

[IdreamofClooney]

Thanks to everyone who gave me input re my post about clarks and their crap service when I took DS's falling apart shoes back.

I returned to the shop and got the same level of response - ie all the excuses under the sun as to why my son's shoes were coming apart including ball kicking and scooter use.

I am really fed up - I posted a new message under my origianl post but it was a bit of a rant so I don;t think anyone read it

are there any consumer champions on mumsnet?

Just to warn you, Clarks customer services don't care when they receive complaints. I have tried!

Speak to Consumer Direct(related to Trading Standards) for advice as to how to argue your case legally then write to the Retails Director, rpeferably recorded delivery , asking for a response by a specific date and a full refund.

Never ever ever shop there again. Tell all your friends as well. They are fools. Bad word of mouth spreads 9 times quicker than good. It's an ancient marketing adage.

Clark's have a bad rep and their bottom line will soon start to bite their bottom, so to speak.

I never shop at &CCedil;larks.

'Ball kicking'

Obviously it is completely unreasonable for a boy to want to kick a ball whilst wearing shoes...

Try consumer direct here

Thanks I think I will write to consumer direct.

I;ve emailed Clarks three times now with no response at all so I think you are right that they do not care!

I wrote to them recorded delivery as well. It just makes me so cross - I trusted the brand of Clarks and have spent well over £100 on shoes for DS and would have spent way more over his childhood so in a way they are shooting themselves in the foot as I am not inclined to buy DS any more shoes from their shop are their attitude and service sucks.

Some of the excuses were ludicrous - DS's feet had grown which had caused the stitching to come away - he's two and his feet have grown barely half a size - he's not the incredible hulk! As for the ball kicking and scooter use - I could understand that if it were me taking back a pair of Gina Sandals (I wish!) but not a pair of toddler shoes

Lots of other people have related bad service stories on my other thread so it seems pretty widespread.

Just so frustrating though

Sorry if this has already been said, try taking them to another branch of Clarks. Try taking them on a Saturday afternoon and being LOUD in front of all the other customers.

"YOU MEAN TO SAY THESE SHOES ONLY LAST A FEW WEEKS? THE STITCHING IS NOT SUPPOSED TO LAST LONGER THAN THAT" ????

If you have a receipt/copy of bank statement saying when you bought them go to trading standards - according to the Sale of Goods act they must be 'fit for purpose' and yes, that means kicking a ball in them !

Sit in their shop until a refund is issued. They can hardly turf you out. It is a hopelessly impractical suggestion, admittedly..

I second lauriefairycake.
They always cave in if you go in at peak time on a saturday (better yet Bank Holidays - and complain extremely loudly about how disgraceful it is right next to the cash tills.
I have used this ploy before and been asked if I would rather move into the "office" to discuss etc. Answer is always "no, I'm quite comfortable here, now what are you going to do about the shoddy goods you have sold me (again in booming voice).
Did you ask to speak to the manager too? Sales assistants often just have to give the company spiel, managers are more concerned with their revenue.

It's not just Clarks, sadly. I bought dd2 a pair of shoes from One Small Step (upmarket London kids shop) three weeks ago, and noticed today that the Velcro has come apart from the strap so the shoes don't close properly.

Took them back to the shop, where the assistant announced that she couldn't do a refund or exchange without the original receipt. Failing that she suggested I had to go home and return with a copy of my bank statement as proof of purchase. Meanwhile it was pissing with rain and dd2 still has no shoes. I was distinctly unamused -- the shoes were One Small Step's own brand, so clearly not from anywhere else.

I'm afraid I did my full Ice Queen routine -- I am quite good at this when it has to be, and she did eventually cave in and give me a refund, since they had no suitable alternative shoes. Incidentally Start-rite's allegedly superior training didn't stop her trying to palm me off with a pair of Start-rites in size 7.5 E fitting, when the original shoes were 7.5G, without dd2 being there to try them on.

Since they did the refund eventually, I didn't look at the legal details of the situation, but I suspect that the shop are obliged to exchange or refund in respect of goods that develop a fault within a short time that is clearly not the result of fair wear and tear. But the onus is clearly on you to prove that it isn't fair wear and tear.

Back to the small scruffy independent shoe fitters I go, rueing the day I ever strayed. They're all bastards, but the chain shops are particularly bad, as the assistants don't own or share in the business.