Clarks - Cambridge Reviews 130

I went to the shop on Friday, about 15mins before closing. I asked the lady who was there for 3 pairs of shoes in my size. Shop was completely empty apart from one person who walked in after I asked for my shoes. I waited for good 5 minutes if not more (while the lady was chatting to the other customer) before lathe lady came back to me and told me that it’s too close to closing time and they won’t be bringing shoes to me anymore. No one said anything when we first walked in or when I asked for different size shoes. Very poor service, worst I’ve seen at Clark’s for sure

Mahak was great and v friendly.

Thank you to Rona, and all the helpful staff from the Cambridge Clark’s shop in the lion yard. She was very helpful in assisting me with buying my new shoes, and did it with a smile on her face, which goes a long way. Also, she was clear when explaining how to leave feedback. Best of luck to you with your studies Rona, keep it up!

Emma was outstanding in her help and support due to my granddaughter's trainers needing to be a size bigger. I have been shopping at Clarks for over a quarter of a century as they are the best shoes on the market along with their exceptional service. Thank you Emma.

Thank you to Rona in the Cambridge store for helping measure my daughter's feet for her first pair of shoes. She was very helpful and really good with her!

I’ve been a loyal Clarks customer for years and currently own two other pairs that I’ve been very happy with. That’s why I was confident when I purchased a new pair recently — but unfortunately, this time the experience was disappointing.

Thank you for your response. I appreciate the apology, but I feel the situation deserves more than a link to a generic contact form.

As I mentioned in my original review, this was not a one-time issue — I received three different pairs, all with the same defect. I even visited your store and spoke with the manager, who acknowledged the problem but called it a “minor defect” and said there was nothing else he could do.

As a loyal Clarks customer who already owns two other pairs, I expected better product quality and support. I’ve now been through several replacements and still haven’t received a pair that meets the standards Clarks promotes.

I will fill in the contact form as you requested, but I sincerely hope this isn’t just another loop with no resolution. Loyal customers deserve more than generic replies.

There was a noticeable defect where the sole meets the leather — a small gap, likely due to poor bonding. I returned to the store and was told by the staff that it wasn’t considered a defect. After speaking with the store manager, he agreed to replace them. However, the replacement had the exact same issue in the same spot. The manager called it a "minor defect" and said there was nothing else he could do.

I refused that pair as well and requested another one to be sent to my home. The third pair I received was slightly better, but still not the level of quality I expect from Clarks — especially at £90.

I’ve trusted Clarks because of their reputation for craftsmanship, but this experience didn’t live up to that standard. It’s disappointing to see this kind of quality control issue from a brand I once recommended with confidence.

I bought these trainers and wore them once outside, my god they were the most uncomfortable trainers I have ever had. By the end of the day I had pain all up my legs, I only went to work, maybe two hours worth of walking all day and they were almost falling apart. I tried to take them back but they said they were in too bad a condition for them to resell so they didn't give me a refund. So I'm left with a load of pain and ruined trainers. Do not waste your money on them

The shoes I bought less than a year ago and have only worn for the past 6 months have already started falling apart. The shoes weren't glued properly and now the sole is coming off. I was told by customer service they can't do anything after 6 months, even if the shoes are defective. So don't count on shoes lasting more than 6 months, after that Clarks don't care if they fall apart

Edit: customer service offered me 25% off buying more shoes, which solves nothing. Not going to buy from them again

Sue at the cambridge store was super helpful and patient with trying to find school shoes for our two daughters. Clarks assistants always are in my experience. Her service would have received 5 stars, but because this is a review of Clark’s, I took away a star because we made a special trip into Saffron Walden only to find that store had closed but Clark’s hadn’t bothered to update their store listing on their website. Thankfully the trip from there into cambridge ended fruitfully!

The sales person was “Mash”.
It was a great customer experience.
I felt Mash understood my shoe needs and presented me with 3 pairs. Of course, I chose the most expensive (which makes him a great Clarks sales employee) but they were the softest of leather and a very comfortable shoe. Thank you Mash - hope to see you again.

Cambridge store is amazing! They help me a lot! Many thanks.

Went to the Cambridge store to get a new pair of school shoes for my son. Billy measured well, and when the first pair we tried was tight he identified a better pair to fit my son’s high arches, which fit perfectly.

Excellent service from Poorya in Cambridge, he was super kind and calm with my daughter buying school shoes today!

Sophie was very professional and helpful.

I've just been in to Clarks in Lion Yard Cambridge to get my 20 month old son fitted for some basic shoes! I wasn't sure what I was after and needed to check his size. I was served by Ben and he was extremely helpful and honest. He obviously knows what he is doing and took care and attention whilst quickly finding me the perfect option. Shoes were a brilliant fit thanks to him and very reasonably priced. Thank you so much 😊

Sami was kind, caring and persistent in finding a suitable pair of boots. She was determined to find a good solution, hence this resulted in a sale. In our view she is an asset to this company.

The staff member in store was very helpful when dealing with my request and explained clearly what would happen. I also got excellent service in the phone when I needed a refund.

Excellent customer service- Patient and attentive support. Sue is a credit to your customer service team. She was very willing to go out of her way to find me different options and to check in with me, despite the store being very busy whilst I was there. She even managed to upsell me some shoe care! I’ve never purchased from Clark’s before but will definitely do so again!

Was sold a damaged pair of shoes but only realised when I got home. The nearest store is at least a half hour drive so I contacted customer service to see whether they could help remotely - sent a picture of the receipt and detailed pictures of the damage. They said I had to make the journey instore - the travel costs of which would outweigh any partial refund they could offer. Really disappointed in the customer service, given how expensive the shoes were.
Support request ID 574154
Update - Contacted by Deborah via Trustpilot who has resolved the issue in a quick and helpful manner - star rating amended to reflect this.

I visited the Cambridge store where I received excellent service from Poorya and Aalok. They searched their stock and helped me with a range of options to identify the best one to bring back to Australia. I will return!