Semi-enjoying my shoe debate with Clarks consumer services
Posted By RichC on December 29, 2016
One month ago I inquired as to the "tongue creep" on a pair of Clarks Desert Boots that were a gift. Occasionally I will give a company feedback if there is something positive or negative so they know they are pleasing a customer or disappointing one. I sent a image as requested to the consumer services email address regarding was I suspected may have been a stitching flaw or quality control. After a few weeks and having receiving an automated case number, I followed up again more out of curiosity than anything serious. Personally I like the shoes and wouldn’t mind buying another pair, but after the excuse written below (click image) suggesting the "tongue is suppose to naturally have an angle," I’m not sure I will buy the Clarks brand again.
From a business perspective, addressing the off-centered tongue as a designed in feature to a customer who likely would have purchased again was a mistake. If consumer services were to only addressed with a coupon or even an apology for "quality control oversight" they would have been smarter. Some companies still have some improving to do when interacting with customers in today’s socially connected world. If Clarks USA wants a referral … don’t come to me. (although I do feel bad, I mentioned my disappointment on Twitter to the UK Clarksshoes … whoops … but at least learned a little Desert Boot history)
Comments