LK Bennett Reviews 6.376

I’m really shocked by how bad the customer service system is. I placed an order days ago, and no updates since. I’ve been trying to contact their ‘live chat’ all day, but there is no response. I can’t find any other way of contacting them.

UPDATE: A week after ordering, still no contact from customer care, but they have emailed to say they don’t have the product in stock. They say they are refunding, but only the price of the shoes, not the delivery charge (for an item that wasn’t delivered!). HOW IS THIS NOT FRAUDULENT?

I ordered an item on line, showing as available and paid. A few days later I got an email from LK Bennett saying the item was in fact not available and offering me a refund.

I ordered a pair of shoes in size 37 from the LK Bennett website. Confirmation on the customer-facing orders page clearly stated size 37, and I’ve retained a screenshot showing this. However, I was sent size 38 instead.

When I contacted customer service, I was told that their internal system showed 38, and therefore they would not refund my delivery charge or cover the return postage, despite the discrepancy being on their side. I had to pay over £10 out of pocket to receive and return a pair of shoes in the size I never ordered in the first place.

Even after sharing the screenshot showing size 37 on my end, they ignored my follow-up and just closed the ticket. It’s clear there is a fault in their system, but the burden was placed entirely on me as the customer.

A disappointing and costly experience. I will not be ordering anything from them ever again. It's just not worth the trouble.

Shocking hostile aggressive manner of the new manager is certainly a good reason to avoid this branch of the brand…she appears to have upset other local shoppers and even driven one her staff to leave…I am certainly too intimidated to walk through that door again…and without a USP I have plenty of choice in Harrogate to shop…may be look at your choice or management and try again this one is driving people away in droves…

Online Customer service is very unhelpful indeed!

Terrible Customer Service, paid for Next Day delivery of 4 items, 1 item arrived have called Customer Service 3 times and cut off to leave a voicemail 😡

Evri lost my parcel, customer service are refusing to refund me until the parcel is returned to them. I have had to request a chargeback via my bank because they have no intention of ever refunding me. Should have checked the reviews here first as this seems to be a common theme. I will not purchase anything from this brand again.

Used Evri as courier who left a parcel on the doorstep rather ringing the doorbell at an open office full of staff. Wanted me to waste police time reporting this as stolen as if they haven't got enough to do and have a chance in hell of finding it. They refused to assist if I won't waste police time. Won't be using them again.

still not received my parcel that was sent out a week ago - why would any business work with Evri is beyond me

The customer service was not helpful at all. Initially, they completely ignored my concerns about the new trainers I bought staining my socks—and even my feet! They claimed it was my fault and insisted there was nothing wrong with the product.

I escalated the issue to the manager, who then asked me to return the trainers at my own expense so they could “investigate.” However, they also said the product is made of delicate leather, implying the issue was with my feet rather than the shoes themselves.

I own many pairs of high-quality trainers and have never experienced anything like this. I would have had to pay £10 just for postage, and I’m 100% sure they would’ve simply sent them back without taking responsibility. So I didn’t bother proceeding.

Great delivery of order and products order in excellent condition

I have contacted customer support 5 times over the past month attempting to get a return label to return an item from an order. The online system for printing/accessing the return label is not functioning properly for my order. Customer service continues to state that this is an 'ongoing issue' with the courier instead of offering a refund or a solution. At this point it seems I will not be able to return or be refunded for my $550 purchase. I will not be ordering from LK Bennett in the future which is a shame because I am happy with the products I have purchased in the past.

Dreadful customer service by Nadia. Impossible company to contact, leave you holding on the phone for 10 minutes then recorded message asks you to write an email and cuts you off. Ordered a £200 pair of shoes that arrived thrown in a dirty box with no packaging, they were scuffed, creased and had clearly been worn or tried on many times. As I needed them for a wedding next week, I emailed customer services together with photos of the damaged shoes and asked if they could send me a new pair and I would send back the damaged pair. They agreed they had fallen short, but refused to send another pair until the damaged pair were returned. They did suggest that if I wanted another pair, they had only one pair left so I should re-order quickly!! They haven't even offered to reimburse my original £5 delivery cost! Don't use this company, there are other premium brands out there who do know how to treat customers.

Appalling customer service and customer experience. What has happened to LK Bennett. Impossible to contact. I’ve tried every day for a week - phone, email, live chat, Insta message. None work. I need to return an item but problem with return portal. Need to speak to someone in Customer Services but impossible.
I have shopped at LK Bennett for years but this has been a dreadful experience. I shall not be buying online again. Such a shame.

POOR CUSTOMER EXPERIENCE AND SERVICE.
I ordered a pair of shoes off their website. They arrived in a box with an old Selfridges receipt attached on the side with yellowing selotape. They had obviously been a previous return as the shoes weren’t packaged well. The shoes were a few hundred pounds so not up to the standard you would expect to receive them in.
I tried to call customers services with no reply. Their message said that I had to email when they cut off the call.
I called the next day and managed to speak to someone who wasn’t helpful. Even though I’d paid for postage to me, I had to pay for return postage to send this substandard package back. No sorry, no offer of free return etc. I won’t be re ordering from them again. Total waste of my time (and double postage costs)!

Fantastic shoes at great price and design compared to designers and yet looks designer and solid Shoes. I bought three pairs. Went to their Chelsea shop SW3 it’s a beautiful shop and I got a fabulous service from all the team. Five star ⭐️⭐️⭐️⭐️⭐️

Fantastic Customer Service
Nadia in Head Office was so helpful with my delivery issues with some hats, totally professional and organised and sorted everything.
Kristina in Bluewater store has been helpful too over the past couple of weeks.
I love LK Bennett, a lot of other companies could learn from their outstanding Customer Service.

One of the worst companies I have ever had the misfortune of dealing with.

I ordered a belt online and received a t-shirt! Delivery note in the box was a completely different name and address. I thought that this was just one of those things but was sure that a high end company such as LK Bennett would soon sort out the error and get my belt to me. WRONG!! Customer Service with this company appears to be non-existent! Phone messages left (unanswered) and emails sent (no response) this was a hugely frustrating experience.

Several weeks later I was asked to re-purchase the belt and assured that it would be with me the next day . Next day came and went and no sign of the belt which I had now paid for twice! More unanswered phone calls, voicemails and emails ensued. Eventually I received notification that the item was now out of stock and a refund would be given.
All in all a very frustrating, stressful and extremely disappointing experience with a company who I would expect much better from. I will NEVER shop with them again. Save time, energy, stress and frustration - AVOID!!

I placed an order which I needed to return, so travelled to the store on Sloane Square. It was at this point I realised I had been charged over £65 more than the price listed on the order confirmation, which the adviser confirmed. The adviser called the manager over and he said he could only refund me for the price on the order confirmation – not the price I had been charged. The store kept hold of the items and the manager assured me that the adviser would speak with customer services and would call me later that day with an update. No-one called me. I called the store the following day and spoke with the original advisor; there was no apology or reason given for why I was not contacted as promised. I was informed that they had emailed customer services and was told to follow this up myself.

Called customer services immediately only to discover they aren’t open on the weekend so I had to wait until a week day. I spoke with an advisor who told me someone would call me back. They didn’t. I then had to call again and spoke with Lauren. Lauren said she didn’t know why the company had charged me more than the order confirmation, essentially stealing my money as I had not given consent for this. I asked to raise a formal complaint and Lauren advised that she would follow this up and would email me with an update. This was not done. I then had to call customer services yet again and as no-one answered, I left a voice message. No-one responded to this message, no-one contacted me.

I then emailed customer services. Gabriela responded to the email saying the Sloane Square store manager would call and process the refund over the phone. I received no apology for taking additional funds from my account, exceeding the price of the order and essentially stealing money from me. No-one has apologised for the amount of time I wasted trying to get a refund for the additional funds which were taken without my permission.
Following the email from Gabriela I received an automated feedback request questionnaire asking me to rate my experience with LK Bennett to which I responded with ‘bad’.
I received an automated email saying Gabriela had raised a ticket against this – it’s been 6 months and I still have not had a response to my complaint. Absolutely appalling customer service and I have reported the company and their illegal activities to Trading Standards. If you place an order with this organisation, check your bank immediately in case they have stolen from you like they did from me.

Unfortunately as with many of the other reviews, my online purchase experience wasn't great. I ordered a belt which arrived stained with what I'm hoping is coffee. I now have to pay £4.95 to return a damaged product. Never again