Recent reviews show recurring issues with customer service responsiveness, online stock accuracy and returns handling. Multiple customers report paying for returns or delivery even when orders were faulty or not delivered. There are repeated product-quality complaints—shoes failing after short wear and garments arriving with defects. At the same time a minority of reviews praise product quality and named staff, indicating inconsistent performance across stores and teams. Prospective buyers should check the returns policy, keep order and delivery records, and consider contacting their payment provider if refunds or promised corrections are not made.
Examples from available reviews (Aug 2017 – Feb 2026).
Shoes fell apart after one evening and customer service refused remedy.
“shoes were already ruined after a single evening’s wear.”
Received damaged shoes and were charged return postage with no response.
“I do not feel I should be charged to return a FAULTY item.”
Dress was never sent and delivery fee not refunded.
“The parcel was never sent to me, never delivered”
The customer had an excellent, well-packaged purchase with luxurious quality items.
“Shopping at L.K Bennet exceeded my expectations in every way possible!”
Many reviewers describe poor in-store service and order handling; a few name helpful staff, but most report unprofessional or unhelpful interactions.
Frequent complaints about delivery and return charges, perceived overpricing and misleading sale practices undermine customers' sense of value.
Customers report unreliable stock information and broken online return systems; several orders were cancelled or not dispatched despite confirmations.
Multiple accounts of faulty or poorly designed items (shoes falling apart, loose straps, holes in garments) after short wear or first use.
Numerous reports of unresponsive customer service: unanswered emails, voicemails and live chat, and slow or absent resolution of issues.
Most recent reviewers describe negative end-to-end experiences, though a small number praise product quality and individual staff members.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (16) · Reviews (1) · Quotes shortened · As of: February 2026
Two international orders never arrived and refunds were delayed or disputed.
“I have ordered twice from the website recently and they order never arrived.”
Charged twice for undelivered item and promised refund hasn't arrived.
“I have been charged twice for an item that wasn't delivered.”
Fast delivery and efficient returns service; will buy again.
“Great delivery and amazing returns when required.”
Jacket delivered quickly and refund issued promptly after return.
“I received my refund within a couple of days”
Customer service unresponsive across chat, email and telephone.
“Customer Services are non responsive. Chat doesn’t work.”
Wrong size received and no response from customer service.
“we were sent the wrong sixe 36 in the correct box size 38”
Received damaged boots and initially no customer service response, later refunded.
“blue pen/biro on suede boots from L K Bennett”
Parcel 17 days late and customer service unresponsive about delivery.
“17 days late and LK Bennett customer service said 'I have raised an investigation with our shipping company who can assist with this”
Receiving daily marketing emails despite unsubscribing multiple times.
“I receive 1 to 2 a day, I have unsubscribed 10+ times”
Customer service unresponsive and concern over refunds after receivership.
“they are a complete waste of time and no wonder the company is heading for receivership.”
Coat and jumper poor quality and returns incur cost.
“they were of poor quality, both in materials and fit.”
Promised refund not received and technical issues cited.
“I have been waiting weeks for a refund”
One of two parcels lost, poor customer service and rude shop staff.
“LK Bennet have had £250 of my money for 20 days”
Parcel delivered to wrong address and refund not received.
“Order was delivered to wrong address three weeks ago, no support from customer services”
Order split into two packages causing return label issues and no phone response.
“I need two return labels but can only generate one.”
Second recent order not received and customer service unresponsive.
“It was ordered 17 days ago, still has not been received”
Multiple contact attempts failed and refund not processed.
“calls go straight to answer machine.”
Unable to arrange return due to unresponsive customer service.
“Absolutely appalled by LK Bennett's customer service, or lack thereof.”
Order cancelled without refund and poor communication from customer service.
“They have not refunded me for these items or the shipping that never happened so have just stolen my money.”
Unable to generate return due to account password requirement and no support.
“I clicked the return button and was directed to put in a password.”
Received two shoes in different sizes and poor resolution offered.
“the box contained two shoes in two different sizes.”
Shoes fell apart after one evening and customer service refused remedy.
“shoes were already ruined after a single evening’s wear.”
Received damaged shoes and were charged return postage with no response.
“I do not feel I should be charged to return a FAULTY item.”
Displeased with delivery and return charges and poor fit and quality.
“Delivery and return total £9.90!”
Order never arrived and refund still not received after two weeks.
“I have still not received a refund nearly two weeks after I placed my order.”
Ankle strap design made shoes hard to fasten and no reply received.
“ankle strap is far too loose, and it barely fits into the clasp”
High quality shoes and excellent customer service from Sophie.
“Sophie in their customer service team is brilliant as well!”
Order confirmed then cancelled due to apparent stock issues.
“received confirmation of said order and then cancelled due to no stock”
Regular customer but orders later cancelled due to inaccurate stock information.
“receive an email a few days later to say that it is out of stock.”
Paid nearly £7 postage and £5 return, won't buy again.
“I've spend almost £7 for shipping when I've purchased and another £5 to return my order.”
Store presentation good but staff seemed miserable and snooty.
“staff are miserable and snooty”
Online returns non-functional and customer service unresponsive.
“The on line return service is not working.”
Dress was never sent and delivery fee not refunded.
“The parcel was never sent to me, never delivered”
No customer service response and charged for returns, losing money.
“No customer service, they ignore emails!”
Customer service unreachable by phone and very poor.
“Terrible customer service or best say NO CUSTOMER SERVICE!”
Both in-store and online experiences were poor and overpriced.
“Over priced and shocking customer service”
Dress arrived damaged and customer service hasn't resolved the complaint.
“there was a small hole on the back shoulder”
Customer service polite but dismissive and unhelpful, phone unreachable.
“They are disregarding and trading against consumer rights.”
No updates, poor contact, and delivery charge not refunded.
“they say they are refunding, but only the price of the shoes, not the delivery charge”
Ordered an available item online but later told it was not available.
“showing as available and paid.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
L.K.Bennett is a British womenswear brand selling clothing, shoes and accessories through physical stores and an online shop. Consumers searching reviews often look for product durability, returns policy and customer service responsiveness.