35 years of loyalty vs. a cardboard box
I have been a lifelong buyer of Clarks for 35 years, but a recent experience at this store has left me questioning the brand’s current attention to customer service. After my partner purchased a pair of shoes, I asked for an empty box discarded by a previous customer at the till.
The manager told me 'hierarchy' prevented him from giving me a spare box. It is incredibly disappointing that a manager lacks the basic authority to fulfill a simple, zero-cost request for a long-term customer. When rigid corporate protocol overrides common sense and customer appreciation, the brand loses its customers' loyalty. I expected much better from a long-standing company like Clarks.
Reply from Clarks - Wembley Outlet
Hi Kam,
Thank you for taking the time to share your experience in our Wembley Outlet store, and I profusely apologise that the service received on this occasion did not meet the high standards we strive for. I was genuinely sorry to read about your disappointment, particularly given your long-standing loyalty to Clarks over the past 35 years. I completely understand how frustrating it must have been to have such a simple request declined, and I appreciate you taking the time to highlight how this made you feel as a valued customer.
I will ensure your feedback is shared with the store so that further coaching and support can be provided where necessary to avoid any future disappointment like you have experienced.
We are always looking for ways to improve the service we provide to our customers so thank you again for bringing this to our attention. I do hope that you will allow us the opportunity to show you that your experience is not typical of the service we offer and please accept my apologies for the disappointment caused – Stefanie
