Clarks - Surbiton Reviews 19

Staff were very patient with my son trying on different styles and sizes. Ever so helpful. Thank you!

Geni at clarks , Surbiton, was so helpful and patient, and gave me some good recommendations for my daughter's slim feet.

Joanne at the Surbiton branch was brilliant at helping us with school shoes

Basima is a superstar! She managed to get a pair of school shoes delivered from another Clark’s when I realised at the last minute my son’s school shoes didn’t fit. I was able to pick them up the same day so he had shoes for his first day at a new school. Thank you for helping a panicked mother!!

Surbiton Store
Was served by Basima immediately as I walked into the store. She was so friendly and helpful! I left with new shoes in no time. Excellent service!

Very attentive and patient staff. Extremely helpful.

Basima was really helpful, we were returning shoes that had been bought online. In the conversation, she offered to see if they could order alternatives themselves that wouldn’t be available to us. Fingers crossed, we will now have a better solution for school next week

I visited Surbiton branch today wanting to buy four pairs of school shoes for my grandchildren. I was well looked after by larisa,pari and Joanna. All were very helpful and cheerful in helping me. Helped me order shoes which were not in stock. I was fully satisfied with experience today .and would recommend friends and family.

We were served by Gen in the surbiton branch and she was great. Making my shy 5 year old feel completely at ease and helping us find new school shoes efficiently and in a friendly manner

Basima gives great service and advice and is so efficient! She is my ‘go to’ when I need help, thank you Basima!

The staff was great. This one, Nadine, was her name, was very gentle and caring with my 4-year-old. It a nice store and I was made feel welcome.

I’d also like to give a big thank you to BASIMA at the Clarks store in Surbiton for hers excellent service. Shee was incredibly helpful, patient, and professional, making the shopping experience smooth and enjoyable.

It’s rare to come across such attentive and friendly customer care – thank you, Basima!

I want to share my full experience because I’ve never been treated so poorly by a brand like Clarks.

I bought a pair of loafers from Clarks’ official website. Soon after wearing them, I noticed they stained my socks and were extremely uncomfortable to walk in. The quality was shocking — not at all what I expected from a trusted brand.

I contacted Clarks Customer Service online, and they told me to go to a physical store and show the shoes to the staff. If the staff couldn’t help, they were supposed to call Customer Service from the store. I followed the instructions and visited the Clarks store in Surbiton.

From the moment I walked in, the woman working there (who said she was the manager) was visibly unfriendly. She didn’t smile, didn’t greet me properly, and treated me coldly. I’m 20 years old, but I look younger, and it was very clear that she treated me differently than the older customers — she smiled and spoke kindly to them, but with me she was rude and dismissive. I believe this was age discrimination.

She told me she didn’t believe that the problem was with the quality of the shoes. She insisted that it was my feet, not the shoes, and even asked me to show her my blisters to “prove” I was in pain. I felt extremely uncomfortable and humiliated — I’ve never experienced something so unprofessional in a store. I wasn’t lying, and I came with a valid issue, expecting help, not judgment.

When I mentioned that online Customer Service said she could call them, she rudely replied that they are not allowed to call, only email. So I was supposed to sit there and wait for someone to reply to an email — with no idea how long that would take? That’s completely unreasonable.

This entire experience was frustrating and upsetting. The shoes were expensive and clearly defective — they stained my socks and hurt to walk in. But instead of helping me, the manager blamed me and made me feel unwelcome and embarrassed. I left the store feeling worse than when I arrived.

I also sent a follow-up email and received no response at all.Obviously I didn’t get any help with my return of the product.

After I told this story to my family and close friends, they were all shocked and said they would no longer buy from Clarks because of how unfair and disrespectful this treatment was. I completely agree. I will never purchase from Clarks again — especially not from their physical stores.

The shop in Surbiton area have not polite and not helpful staff. I find them quite rude and unprofessional.

Pranali and Larisa there were kind professional and they try to find the right shoes for me.Brilliant! Well done!

Easy to order on line. Friendly staff and easy to pick up from store.

Great service at my local Clark’s store. Boots fit perfectly.

Basima is amazing - everyone should be trained by her - she goes above and beyond every time a real asset to Clark’s Surbiton

Took my two children in for their annual school shoe fitting. Basima was so helpful and patient with the children. Thank you.