A Loyal Customer Lost – Terrible Online Exchange Policy
After years of buying Clarks shoes in-store, I was forced to shop online when they closed their Melbourne store. This is where my experience turned sour.
I purchased final sale shoes and made an honest sizing mistake – Clarks lists their sizes in UK sizing, and as someone used to US sizing, I ordered the wrong size. The shoes were unwearable.
I contacted Clarks to request an exchange – not a refund. I accepted their no-refund policy on final sale items and offered to cover all delivery costs both ways. They would have lost absolutely nothing. They still refused.
If I had tried these shoes in a physical store, I would accept this outcome. But shopping online means you cannot try before you buy, and refusing even a simple exchange is simply unreasonable.
To anyone buying Clarks shoes online: be very careful with sizing, because if anything goes wrong, do not expect any flexibility or goodwill from their customer service team