LK Bennett Reviews 6.376

Stop the constant emails, I receive 1 to 2 a day, I have unsubscribed 10+ times, I am placing them into my junk mail folder, if it continues, I will notify the Information Commissioner's Office (ICO).

Although LK Bennett website promotes their customer service they are a complete waste of time and no wonder the company is heading for receivership. I received a blouse I was not happy with and contacted their customer service - no reply whatsoever. After reading that the company has filed for bankruptcy I decided to keep the blouse rather than send it back and risk not getting a refund. Reading other reviews I can see I made the right decision as customers are still waiting for refunds weeks after sending item back!

I have not purchased items from LK Bennett for years, and today I was reminded of the reason why that is the case. I decided to purchase two items, a coat and a jumper. When I received the items today, they were of poor quality, both in materials and fit. The coat looks cheap, with seams that are wonky and of such thin layer of wool that makes it unwearable. The jumper was not advertised as cropped, yet it was too short but with way too long sleeves that were uneven. I could get a coat and jumper of similar, if not better quality, for a fraction of a price at a fast fashion retailer. But the cherry on the top is that despite spending a significant amount of money, I have to pay almost GBP5 to return goods that are of very underwhelming quality, or go to the store (which are so few now that is hard to find a convenient one). No wonder LK Bennett is in trouble. Customer services were never their forte, and quality is at the lowest I've seen, yet the prices have gone over the roof.

I have been waiting weeks for a refund, I have been advised that there has been technical issues, however the last email promised a refund which still hasn't been received.
Order 0012915010

Be very careful ordering from LK Bennett.

In short: it has now been 20 days since I ordered an item worth £260. The item still hasn't arrived and customer service isn't responding.

More context: I ordered 2 bags for £258 each, in one order, on 12th December, as Christmas presents. The bags were sent in two separate parcels via Evri. The first one arrived but Evri messaged on 17th December to say the second parcel was delayed. It seems to be properly lost as we are 31st December and the message from Evri is the same.

I have contacted LK Bennett's customer service by email, and now doing so daily. I have had no answer to date. I have also called them on the phone: it rings out and leads to an answering machine every time. However, I decided to spend an entire morning calling back and leaving messages and miraculously, after about 2h and 12 messages left on their answering machine, someone called Katie called me back. She quoted at me the Evri tracking number, which I confirmed as correct, and she told me that she could indeed see that the item had been stuck for 17 days at the time of the call. She said she would investigate and let me know. When I politely mentioned that the Consumer Rights Acts requires they send a replacement while they sort it out with Evri, she hung up before I could finish my sentence. No need to say I never heard back from Katie about her "investigation"...

So here we are.
* My family member did not get any Christmas present and is now about to leave after new year with no present still.
* LK Bennet have had £250 of my money for 20 days and have the proof the item has not reached me. However they are not interested in making sure the item reaches me, or in offering help in any shape or form.
* They hung up on me during the only call I managed to have with them when I asked what kind of solution they were offering.

I am now thinking my only recourse will be to contact my bank to launch a charge back process if I ever want to see my money again. And find another company to buy a present for my family member.

About payment: a word of advice would be to use credit card or PayPal if you decide to buy from them! I always do so when I do not know the company well but naively trusted such an established brand and used my debit card. This is making getting my money back a lot more difficult now.

About shops: I should also say that sadly I have had a poor experience in their New Bond Street shop. I had taken time aside to go and check out the bag in person before purchasing it, hoping to purchase it from the shop straight away. Unfortunately, the shop only had small bags and didn't stock any of the totes, so this was a waste of time. I appreciate this can happen and that is fine but service was also incredibly rude. Two sales women turned their back on me to continue talking to each other when I approached them with my query. When one finally turned around, I asked if they had the Olivia bag and she waved a hand dimissively saying "have a look around". I said I had but couldn't see it and could she please help point me in the right direction. She pointed at a small handbag and said with contempt "just here". I responded that sadly this wasn't the one, googled the bag on my phone and showed her the Olivia tote, to which she replied "that's great, no that one we don't have it here but you can buy it online". I was puzzled at the total lack of interest or politeness. For a high-priced brand, this lacked class and basic customer care.

Overall, the experience is appalling and so different from what I have had the pleasure to experience with other brands such as Radley, Coach, Aspinal, Kate Spade, Reiss etc. Plenty of other places to get quality items and who value their customers.

I remain open to editing this review if LK Bennett suddenly finds a way to get the item I paid for to me before the end of the week.

Horrific experience. Order was delivered to wrong address three weeks ago, no support from customer services as you can only email - the phone number does not work. Email is hard work. Parcel turned up with clothes out of box so I had to return as by then had to make alternative arrangements. I was told a week ago that I would be refunded - still no refund and out of pocket from having to pay for returning the item. Save yourself the stress and bother and do not order from this company. Never again!

I placed one order that was delivered in two packages. I wasn't notified and thought part of tbe order was missing. Spent ages on the customer service line, which eas never answered. Package arrived before I got a response.

Now I need to return all items. The fit is awful.
I need two return labels but can only generate one. Furthermore I have to pay for two packages.

Tried calling customer services, number just rings out again.
Dreadful service.

I’ve ordered twice recently from LKBennett. The first time the parcel was due to go to my local shop - it was allegedly lost in transit??. The 2nd time it was due to come to my home address. It was ordered 17 days ago, still has not been received, I raised an online query…..still heard nothing. I called….they don’t answer the phone. It is a Christmas Present and I’m absolutely furious. Outrageous service for an expensive brand. Such a shame as they used to be excellent.

Not been able to get hold of anyone. Still not been refunded and waited weeks. They sent a email saying they have received it back and still nothing! Multiple emails sent, calls go straight to answer machine. For such a big retailer I’m appalled. I have had to go through my bank now to get my money back. Never again

Absolutely appalled by LK Bennett's customer service, or lack thereof. I have spent the past fortnight trying arrange a return, with multiple emails and phone calls that have gone unanswered.

I am now approaching the returns deadline thanks to their ineptitude and still without a resolution.

A company masquerading as a premium brand with terrible customer service. This comes after 2 poor delivery experiences from their courier of choice, Evri.

If I could give them 0 stars I would. It’s been 13 days since I ordered I have not received any shipping information. I called them and they said my order had been cancelled I have not received a refund for this and the items are now out of stock so they will not be sent to me. This is the second time I’ve had a horrendous experience with them. They have not refunded me for these items or the shipping that never happened so have just stolen my money. They have not responded to any of my emails, I had to call them and they were extremely unhelpful. Also DO NOT BUY A GIFT CARD YOU CANNOT USE IT ON THEIR WEBSITE.

I ordered a pair of shoes from the website. They are not suitable. I clicked the return button and was directed to put in a password. I did not set up an account to make my purchase. So called the number to get advice. Two phone calls and two emails later to them and still no response. I’m absolutely disgusted.

I placed my order 7 days ago, and paid for next day delivery too

They have still not shipped

I finally managed to speak to someone after hrs of trying to get through... they assured me they would invetsigate and call back in the hour

2 days later, numerous attempts to get through on the phone and two emails sent... no reply at all and goods still not shipped

This is non existant customer care and shame on them!

Being a customer since 2014 never had a problem. But what happened now? Didn't expect this kind of customer service. Order was canceled without any notification and no refund. No replies to emails, messages nor phone calls

Ordered 3 dresses, 2 turned up 1 didn’t.

Lk Bennett agreed there wasn’t any tracking or anything to say it was dispatched and they would refund me. Then I didn’t hear anything from them again. It’s been a week and a half.

I didn't think that i will have to put a negative review but maybe here someone from LK Bennett will respond.
I ordered a pair of shoes with the end of November and it still hasn't been delivered. EVRI - useless and unreliable delivery company is the one who has it or maybe lost it already. No one knows, as the communication with both sides is impossible. I am reaching out to Ervri every day through their AI chat but I am going in circles. Lk customer service isn't any better. I spent last hour trying to call them but NO ONE is picking the phone! How this kind of service from both sides is actually allowed.
I am expecting some to contact me ASAP and send a replacement shoes .

Got LK Bennet dress- on 3 large buttons top on the sale,
For Christmas party,
Opened the box - one button gone- and label is broken. Tried to call to the service help line - Friday afternoon too busy, no one can take phone. Email- 48 hours before reply. It’s a joke. £300 dress.
After 2 weeks got reply - we don’t have any buttons. I already ordered and paid from online store.
Dress is lovely, I definitely happy to keep it.
Service is rubbish.

I ordered on line, no email or text to say it had been delivered to the Chester store. Tracking number wasn’t recognised after I had ensured it was correct. Email to CS no response. Tried ringing the store, ringing out for 2 days. Even rang Chester Grosvenor shopping centre office to ask LK store to call me, nothing.
Where do I go from here??

Lisa Peruzzo at the LK Bennett Knightsbridge store delivered a first class customer experience when I contacted the shop by phone. She quickly located the item I asked for and it was delivered to me in Northern Ireland the next day. She was courteous, polite and knowledgeable of stocked items and went the extra mile to find me the measurements I was looking for. I found her to be a credit to the LK Bennett brand.

Quality of product was zero - the sweater looked like it was bought in a charity shop or thrift store after just one wear.

Bought online - first they forgot to send it to me and I had to chase (even though I had paid express delivery).

I contacted customer services on the 23rd of October, sent pictures of the sweater asking if it was normal to look so worn after one use (does not happen so fast with quality fabric).

It took more than 2 weeks to get a reply, after I had to repeatedly chase, only to be told on the 5th of November that this was completely normal. Then they tried to SELL me a special de-bobbling brush to manage the deterioration of the fabric!

Their products are bad quality and customer service just doesn’t exist. Thanks for nothing Shola in customer services! I asked “Shola” for details of the complaints department and didn’t get a reply so I had to bring it here.