Clark customer service

**timberhack** · 03-12-2013, 08:27

I'm curious about peoples experience with Clark customer service.

I purchased a Vertex rain fly from them last Sept and it was never used (I Sold the Hammock) so I contacted them about returning it. I was expecting maybe a 20 percent "restocking" fee for their troubles. The person that I spoke with on the phone said to email the request, "they prefer it that way". So I sent an email and never received a response.
I guess no "response" is my response. Seems kind of unprofessional of them, no?

BTW, if anyone is interested in a new/unused Vertex rain fly (my receipt from Clark says that I paid 158.00 for it) it's for sale for 110.00 which includes shipping anywhere in the continental U.S.

**2Questions** · 03-12-2013, 08:37

...ZQ here....I'm not making excuses, or sticking up for Clark, but our experience with e-mails....it isn't a perfect science! They might not have received your e-mail. I would follow up your e-mail with another phone call. For this very reason, we always ask for a second form of communication from potential customers. There have been quite a few that didn't receive our initial e-mail responses to their orders...filtered from their end. A phone call or a PM later from us resolved it.

**mitchamaphone** · 03-12-2013, 08:42

I've only had to contact them once, to ask about obtaining some replacement bungees after a mishap. Sent in an email from the contact info on their web site, received a quick response and had my package within a week.

I'd give them the benefit of the doubt and have another go at contacting them.

**timberhack** · 03-24-2013, 08:02

Below is the response that I received from Clark regarding the return request:

"Sorry for the late reply on your message. We talked to our returns department and apparently the best we can offer on a tarp that has been away this long is $75.00. We determine the exact refund after inspecting the item. We will first make sure that it is our latest model Vertex tarp (which is the same width on both ends). Then, if the item is in perfect, unwrinkled, clean condition then you would get $75.00. We may offer you substantially less (or possibly nothing) if the item is not pristine (as determined by us). If the amount we offer after inspection is not appealing to you, then we will be glad to send it back to you for free (although we cannot refund any shipping costs). We are aware that you may get more money out of it if you sell on ebay since a lot of people want to upgrade their tarp and don't want to pay the full $150.00. "

People here at this forum may or may not agree with Clark but I thought people should be aware of Clark policy, so that they don't drag their feet when returning an Item to Clark.

Regards,
Bob

**darkbyrd** · 03-24-2013, 08:51

Very generous return policy for a 6 month old return.

**timberhack** · 03-24-2013, 09:00

"Very generous return policy for a 6 month old return."

I suspect it was over 6 months old when I purchased it from them (for over 150.00) They probably have shelves of products that are more then 6 months old that they sell new.

Bob

**darkbyrd** · 03-24-2013, 09:52

I understand you're probably not very happy right now, but most places would laugh if you tried to return anything 6 months later (unless it was defective). That's all I meant by generous.

**timberhack** · 03-24-2013, 10:52

"I understand you're probably not very happy right now"

Yeah, a bit irritated would best describe it (even though I can kind of understand their position).

I'll eventually sell it when I find someone looking for a new Vertex fly for 30% off what Clark charges.

Bob

**darkbyrd** · 03-24-2013, 12:22

What are the dimensions? Would it serve as a hammock tarp?

**timberhack** · 03-24-2013, 17:52

" What are the dimensions? Would it serve as a hammock tarp?"

It *IS* a hammock tarp. Designed for their Vertex double hammock. I think the dimensions are a little over 8x10 if I remember right.