LK Bennett Reviews 6.376

This is the second LK Bennett purchase and both items are excellent quality. The fall very elegantly and are very good quality. There sale items are worth checking out.

Been a customer from the very beginning, twenty years plus now.

Quality of shoes is now appalling. Must have bought at least 40 pairs of their shoes. Sizing changed, poor quality material - whether it’s suede or leather.

Dresses are so mumsy and sad looking. Even the waif like models wearing them look dreadful.

Customer service is non-existent. Refunds take months, and much longer if you pay by ApplePay.

If you just buy from them, Brandalley sells all their wares for 60% off.

Highly recommend The Fold instead. A tad more expensive but everything - quality, customer service is amazing! Premium quality.

Ordered the Stevie brown leather knee boots @ £499. The website was offering a 25% discount and I can't resist a bargain. However, upon arrival they weren't special enough to justify the cost even with the discount so I returned at a hefty cost of £4.95. Never again will I order direct from the website. If I do order it will be from a consession with another company who offer a more reasonable returns process

Ordered a pair of shoes in the sale for an event in London. Had them delivered for collection at the New Bond Street store. I requested to try my ordered shoes on to double check they were ok. NO, the box contained two shoes in two different sizes. One shoes my size and the other two sizes too big. The solution they said I could collect another pair from Bluewater in Dartford. This really is unprofessional service on many levels. I then had to take more hours out of my day to find another suitable alternative

If I could give zero stars, I would.

This year, I decided to buy fewer items but of higher quality. LK Bennett is supposed to be a premium brand, so I expected much better.

Quality of the Shoes:
I bought a pair of LK Bennett shoes in July while visiting the UK. They retail for around €500 where I live, but I found them for £124 on sale in the UK. I bought them specifically for an evening event — just a few hours of standing and sitting.

When I arrived home, I was shocked to see the shoes were already ruined after a single evening’s wear. LK Bennett’s response was that the shoes are “delicate” and that this was my fault. I completely disagree. Shoes, especially at this price point, should be designed to be worn — not fall apart after a few hours. Even budget brands like Primark, Zara, or Mango last far longer under longer periods including dancing all night.

Customer Service:
I contacted LK Bennett immediately and explained the situation. Despite the shoes being clearly faulty, LK Bennett refused to exchange, refund, or even repair them. This is not what I would expect from a brand that markets itself as high-quality and premium. Under UK consumer law, items must be of satisfactory quality, fit for purpose and as described. These shoes clearly do not meet that standard.

Pricing Practices:
Collecting the shoes was also unnecessarily difficult. I was told they had arrived at one store, only to go there and find they hadn’t. Then, at another store, I was excited to see an “extra 20% off sale items” promotion — only to discover the sale prices had been raised beforehand, effectively cancelling out the discount. This might be technically legal, but it feels extremely misleading. To be clear I purchased these for £124 but had to get a refund as the shoes went missing. As I arrived at another store, I was excited to see “EXTRA 20% off”. Therefore taking shoes down to £98. But NO! The price was raised to £164 with the “extra 20% off” taking them to £131 more than I originally paid. Due to having proof of original price - I did get my 20% off the price I paid.

Summary:
I’m left with a pair of shoes that cost £100, worn once and already destroyed, and a brand that refuses to take any responsibility. This is not the quality, transparency, or customer service one expects from LK Bennett.

Right now, my experience has been nothing but disappointment.

I ordered a pair of shoes, which arrived damaged. I started the return process, however they charge for returns. Not acceptable, considering the fault was from their end. I've emailed customer service and left 2 voicemails and absolutely NO response. I do not feel I should be charged to return a FAULTY item.

Edited to say that after many calls and emails, they did provide me free shipping to return faulty item. But I took a lot of effort from my end. Not what I expect from such an established company.

My order never turned up. LK Bennett claimed there was a mix up with the courier. I have still not received a refund nearly two weeks after I placed my order. Customer care pretty atrocious. Have emailed and called many times but LKB have kept my money and I have no shoes.

Bought ASPEN PLAITED FRONT GOLD SHOES for my wedding.

Whilst the shoes fit perfectly even on the tightest setting the ankle strap is far too loose, and it barely fits into the clasp, making them very hard to fasten.

Poorly designed shoe and when I reached out to LK Bennett to feedback I had no reply - so I had to pay their £5 return fee

Great quality shoes and a better price than what’s sold elsewhere. Sophie in their customer service team is brilliant as well!

What to say.... 1st order and failed ordered a dress for an exclusive event they were in Stock received confirmation of said order and then cancelled due to no stock personally a culmination of poor stock keeping very poor first impression highly recommend other luxury design brands who actually see customers as growth and supportive to brand development however very little positive to say on this what i can say is to the Designer reading this also who has expedited by hand an occasion dress to meet the expectations of Luxury and stature have delivered in person a garment of amazing occasion

to also note Trustpilot very lowest rating is a 1 I can't possibly give a 1 star this assumes there was some sort of service and it was not close to it

Love their shoes and am a regular customer in more recent years. Only marking three stars as twice now, I have ordered a handbag only to receive an email a few days later to say that it is out of stock. Please update your systems. I have never had this with any other retailer and it is both disappointing and frustrating.

I've purchased full priced items from LK Bennett as in my previous review the company commented that free returns are offered for full priced items. That is not true! I've spend almost £7 for shipping when I've purchased and another £5 to return my order. I am sorry, but I will not be making the mistake ever again of purchasing from your website!

Store is nicely laid out but staff are miserable and snooty

The return service is appalling and not fit for purpose. I have attempted to return a dress for a week. The on line return service is not working. I have made numerous calls and left messages, in addition to sending many emails but no useful response. I spoke to a human who said their IT was not working. I would like a refund and will never order on line again from L K Bennett.

I ordered a dress for a wedding in good time for Saturday 9th August. On 30th July I received an e mail from dpd to say that they were expecting my parcel from LK Bennett. On 31st July I received an e mail from LK Bennett to say that my parcel was on its way. Then... radio silence until Thursday 7th August when I received an e mail to say that the dress had been safely returned to LK Bennett and they had issued a refund. The parcel was never sent to me, never delivered, and never returned by me to LK Bennett. Great that I received a refund for an item that was never received, but no communication ever received from LK Bennett that it was never going to arrive. The delivery fee of £4.95 was not refunded, and if this is not refunded to me immediately, I will seek redress from my credit card company. You cannot charge a delivery fee for an item that you have no intention of delivering. Never again LK Bennett. I used to buy loads of items from them. I thought I would go back to them for the dress for the wedding, but what an error that was. Be aware!!!!

No customer service, they ignore emails! They also charge for returns so now £10 out of pocket with nothing to show. Won't be shopping there again!

Terrible customer service or best say NO CUSTOMER SERVICE!

Been trying for 3 days to get hold of someone and no phones are answered. Why say you have a customer service number when you don’t answer your calls?

For the prices you charge surely you can afford to do more? Just TERRIBLE!!!

Dreadful, both in store and online. Over priced and shocking customer service, will never buy from them again.

Bought a beautiful dress from LK Bennett. Did not notice until I wore the dress to wedding that there was a small hole on the back shoulder, where silk was coming away from the seam. Embarrassingly someone noticed it and pointed it out to me! I was mortified. Complaint started with Nadia 5th July. It is now 4th August, no resolution has been made. Sent them pictures, then the dress recorded delivery as instructed. Can not get to speak to someone! Don’t answer emails. When phone just get a voicemail which no one calls you back from. The clothes and shoes are stunning but the customer service is shocking! And has put me off using LK Bennett EVER AGAIN!

They are disregarding and trading against consumer rights. While their customer service is polite, it's shockingly unhelpful and dismissive. Wonderful that they've turned their phone off too and promise to call back.