Clarks shoes fell apart, what happened to quality?

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I have always bought Clarks shoes and 58 years after national service, I still stick to the "wear them - polish them" philosophy. I have quite a few pairs and wear them infrequently.  Recently however, the sole and heel has started coming away from a virtually unworn pair and the welt just peeled away altogether.

They offered me £10 which I refused...

The manager of a Clarks shoe shop told me that they had had problems with some of the materials on that type of shoe and after speaking to Customer services, they offered me £10 which I refused.

I returned the shoes to the Clarks shoe shop as requested and following complaints to the Chief Executive, they reluctantly increased the offer to £30.

I am disinclined to accept this latest offer either as it would cost me at least £60 to get a new pair and that is virtually what they were.

They did initially have a moan about the age of the shoes, but they are only a few years old and as it happens totally unworn.  I have much older, cheaper, leather shoes which are still perfect condition. After all this fiasco I doubt seriously if I will ever wear Clarks shoes again.

I have since asked them to keep the shoes so that they can be returned to me, but I doubt if they will, in which case I will take this to Trading Standards or the small claims court.  I am as impressed with Clarks customer service as I am with the shoes.

Has anyone else had a similar experience Clarks shoes?

By: Bouncer

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Don

The same situation, I purchased a pair of Clarks shoes for weddings and funerals, wore them about 6 times then the uppers and sole parted company. I have so far been offered a £10 voucher which I have declined, I am now preparing papers for the small claims court.
Don

24/06/13 Don

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chrisonabike

Just had a pair of shoes (admittedly old but rarely worn and lovely soft leather) fall to pieces while I was wearing them today! Looks like polyurethane soles are not the thing to choose if you want a pair of shoes to last a long time. Perhaps Clarks and other companies could put a "best before" date on the sole so we can carry some spares!

10/06/13 chrisonabike

6

clodhopper.

Not Clarks but Pavers shoes this time, - these shoes were bought in February 2013 and need new heels already. But my cobbler pointed out the heels on my shoes are actually HOLLOW! He suggested return to the shop. The manager shrugged and said she could do nothing as it was "normal wear and tear".
We all know that we ladies have several pairs of shoes and don't wear the same pairs every day, so how is four months wear reasonable???
It beggars belief. All the brands we trusted such as M&S, Clarks, Ecco are all now shoddily made in India. But still we pay £50, £60 per pair.
Isn't it time something was done? But what? I feel ripped off and powerless. Just looking at the number of posts on here shows the size of the problem.

08/06/13 clodhopper.

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EA

Yes I have! Bought two pairs of boots for £85 each - one in black, one in brown. I also bought their weatherproofing spray to protect them. In spite of this, the black ones leak when it rains and stained my feet black (oddly enough, the brown ones don't leak). The welt has peeled away on the heel of the brown ones. The uppers of both the brown and black boots are coming away from the sole. How old are these boots? About four months and they are worn occasionally. It's really poor.

28/05/13 EA

2

miserablemoaninggit

HenryMC, you actually given out your mobile phone number? BIG MISTAKE I would suggest . . . you need to take more care!

23/05/13 miserablemoaninggit

2

HenryMC

I have just read "Bouncer's" comments as above. I have EXACTLY the same problem - in fact the circumstances are so identical, I could have written the letter myself ! I have had the shoes returned to me but there is no longer a Trading Standards Office in existence to which I could take my complaint. It now all goes thru the Citizen's Advice Consumer Standard Service all done by phone. They suggest I go the a Shoe Repairer to get an independent opinion - in writing - which can then be pursued. Has anybody got a better idea on how to proceed ? Do text me on my mobile phone Number 07785243103 and I'll phone you back to discuss. Thanks Bouncer.

23/05/13 HenryMC

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Baggie

Bought a pair of ladies shoes for my daughter for 6th form in September, by April the insole had disintegrated, 7 months wear does not seem very good for a pair of shoes, when I complained, the assistant manager said that she should not wear the shoes every day for school, they are not designed for that! Well how many days can you wear a pair of shoes for Clarkes, is 3 days a week too much, or should I cut it back to just two, ridiculous.

10/05/13 Baggie

3

Annette

I have just written to Clarks about 2 pairs of Springer sandals that I have had for a few years but have not worn very often. Last week I found that on both pairs the soles have disintegrated and they are falling apart, the uppers are as new but I now have sandals that are unwearable. I had exactly the same problem with a pair of boots during the winter so this is obviously not a one off especially after reading the comments on this site.
The response from Clarks was that the soles had failed due to hydrolysis and they could do nothing to help me, so I have approx £100 worth of useless footwear, Clarks certainly do not deserve our custom.

08/05/13 Annette

3

unhappyclark'scustomer

I have a pair of Clark's shoes that I have worn 3 times and the upper has come away from the sole on two sides. The shop refused to do anything as they said they were last made in 2007. But I have only just got round to wearing them, they have been in my wardrobe. Now going to write to customer care.

08/05/13 unhappyclark'scustomer

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miserablemoaninggit

We must spread the word as often as possible about the very poor quality of Clark's shoes. I find it amazing that a company that once was lauded for the quality of its product, together with excellent customer service, has declined to the level of the gutter in both cases.

As Boblet referred to, they need to stop importing cheap crap from China and return to a British-made, quality product. Failing that, this company deserves to fail!

18/04/13 miserablemoaninggit

9

bigfredthegoalie

I had a pair of hush puppies that fell apart when I first wore them I was offered 20% discount on a new pair.They said it was because of their age .I have had them for a few years,but there is no best before date on the box

18/04/13 bigfredthegoalie

1

boblet

How can this happen? Well M you start with a greedy, bent, management team who import cheap crap from China, label that crap as British, then sell it on at a high price inferring high quality.

18/04/13 boblet

1

Maureen

I have worn Clarks shoes for years. I am now complaining about a shoe that separated from the sole on one side. how can this happen?

18/04/13 Maureen

2

tina

I too purchased a pair of leather boots £99.00 late November and last week the heel came off completely. They were bought for leisure, not work, so not worn very often . The quality is appalling .

08/04/13 tina

-1

Paul

The durabilty of Clarks shoes has definitly plummeted. I bought a pair of black leather shoes and used them to wear for some interviews for going to university. I then put the shoes away and did not wear them for about three and half years. I started to use them again after university (3 1/2 years). I was walking in them one day and the soles on both shoes split and disintegrated. I suspect that the material used on soles is designed to disintegrate with time even if you do not wear them.

Clarks have long had a reputation for quality and durability which made their shoes an economical buy.
It is most unlikely that I would now buy any more Clarks shoes

06/04/13 Paul

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