LK Bennett Reviews 6,375

I am very disappointed to share a deeply upsetting and distressing experience at Canary Wharf store on Saturday, 11th April 2026, at around 4:30 pm.

I was shopping with my daughter in the shoe section, and from the outset we were polite and respectful customers. Despite this, the store manager was immediately rude and dismissive, refusing to assist us and stating, “No, I’m not going to help you.”

Shortly afterwards, while we were calmly trying on shoes we intended to purchase (and ultimately did purchase 2 shoes), her behaviour escalated. She became increasingly aggressive and hostile and instructed us to clean and organise the entire shoe display along the back wall, effectively asking us to carry out staff duties. Her tone was intimidating and completely disproportionate, particularly in a busy store where other customers were also handling items, yet we were the only ones singled out.

We were repeatedly spoken to in a rude, aggressive, and demeaning manner and were referred to as “acting like animals” and “messy,” despite remaining calm throughout. As two South Asian women, I strongly felt we were being racially profiled and unfairly targeted compared to other customers. At one point, her behaviour left us feeling uncomfortable and intimidated. Other customers also became concerned and intervened, asking her to leave us alone.

The situation escalated further when she refused to serve us at the till, stating that she would not complete our purchase and that we “did not deserve to be served.” This was extremely shocking, particularly as we were paying customers attempting to complete a legitimate transaction.

She then called Canary Wharf security to complain about us. However, when they arrived, they intervened and made it clear that she could not refuse service to paying customers or instruct customers to carry out staff responsibilities. They handled the situation professionally, listened to both sides, confirmed that her behaviour was unacceptable, and apologised to us in her presence before ensuring that another member of staff completed our purchase.

We have lived in the Canary Wharf area for over 20 years and have never experienced anything like this before. We also run our own business locally and understand the importance of proper customer service, which makes this experience even more disappointing.

While we are grateful for the professionalism of the security team, the behaviour of the store manager was aggressive, rude, discriminatory, and extremely distressing. It left us feeling unfairly treated, singled out, and uncomfortable, and we sincerely hope this matter is taken seriously and properly investigated.

I am very disappointed to share a deeply upsetting and distressing experience at this store on Saturday, 11th April 2026, at around 4:30pm.

I was shopping with my mother in the shoe section, and from the outset, we were polite and respectful customers. Despite this, the store manager was immediately rude and dismissive, refusing to assist us and saying, “No, I’m not going to help you.”

Shortly afterwards, while we were calmly trying on shoes we intended to purchase (and ultimately did purchase), she became increasingly aggressive and hostile. She instructed us to clean and organise the entire shoe display along the back wall, effectively asking us to carry out staff duties. Her tone was intimidating and disproportionate, especially in a busy store where multiple customers were handling and making a mess of items, yet we were the only ones singled out.

We were repeatedly spoken to in a rude, aggressive and demeaning manner and called “acting like animals” and "messy", despite remaining calm throughout. As two South Asian women, we strongly felt we were racially profiled and unfairly targeted compared to other customers. At one point, her behaviour made us feel uncomfortable and intimidated. Other customers had to get involved and told her to leave us alone.

The situation escalated further when she refused to serve us at the till, stating she would not complete our purchase and that we “did not deserve to be served". This was shocking, particularly as we were paying customers.

She then called Canary Wharf security to complain about us, but when they arrived, they intervened and told her that she could not refuse service to paying customers or instruct them to carry out staff responsibilities. They handled the situation professionally, listened to both sides, confirmed her behaviour was unacceptable, and apologised to us in her presence before ensuring our purchase was completed by another member of staff.

We have lived in the Canary Wharf area for over 20 years and have never experienced anything like this before. We also run our own business locally and would never treat customers in such a rude, aggressive or discriminatory manner. It was particularly disappointing given how busy the store was, with other customers clearly making "mess", yet we were the only ones targeted.

Overall, while we are grateful for the professionalism of the security team, the behaviour of the store manager was aggressive, rude, discriminatory and extremely distressing. It left us feeling unfairly treated, singled out, and uncomfortable, and we sincerely hope this is taken seriously and properly investigated.

After countless emails to customer service,forget trying to telephone them they are not taking calls, I am more than £300 out of pocket. Having been really happy with lk bennet over the years I am now extremely upset that they can take your money and not deliver the items. Legally I am not sure how to recuperate this money and it says their website is closing.

I have been double charged for an order of £690.20 and only received 4 of the 6 items I ordered. So I have been charged an amount of £690.20 for the full order..and £556.10 for same order minus the 2 amounts of the missing items....so £690.20 + £556.10 = £ 1246.30.
And I have only received goods worth £556.10. Nobody has responded to my emails. I have been a loyal customer of LK Bennett for years and this is how they treat their customers! Rotten unscrupulous disgusting treatment!!!

BE VERY CAREFUL AND TAKE ALL NEGATIVE REVIEWS SERIOUSLY. I Placed order. Heard nothing. I Chased….. to be told order cancelled as stock not available. So why accept order with “ your order was successful “ email? Took me to chase delivery to find that out. Company is in a chaotic mess and not just financially.

Be aware of this company have taken my money with no hesitation however I have not received the goods
I have called a few time and followed up with a email still no response

Please be forewarned everyone. Ordered 2 dresses, one arrived in crumbled envelope, the other was not in envelope and no information sent on its absence. No on answers phone and email not responded to. Out of pocket by £74.75 . Luckily the dress that arrived fits. Don't bother to order online as they are under administration, you'll be the last and least important creditor to receive money back for failed service.

I ordered a handbag in February to match shoes I had bought for my daughter’s wedding. I was charged £113, but when the bag arrived it had a sales tag attached stating £56. I emailed the company and got a rude reply staying I had been charged the online price. I arranged a return and paid the postage of £4.95. I returned the bag via Royal Mail and got proof of posting. However tracking shows the parcel is stuck in Royal Mails Corby warehouse showing postage not paid. I would advise anyone considering purchasing from this company to think again as returns are not being processed.

Very bad and costly experience returning an online purchased item. 2 weeks ago, I used the LK Bennett return service and paid £4.95 to return a dress! The item is being held by Royal Mail as LK Bennett have not paid enough postage. Customer service initially told me that the problem is with their returns company and not them. Currently, they are not answering the phone and live chat is offline. With no refund likely, this has cost me about £138.00. I will be contacting my credit card company.

You have been warned.

Ordered two dresses. Arrived in a large, very battered and flimsy cardboard box, rolled up inside together in a single piece of tissue paper. Box was left outside in the rain so the dresses were damp and crumpled. Returned both, unable to return in store as had paid by Apple Pay so had to pay another £4.95 to return.
Would never shop online with LKBennett again, dreadful experience and a very stark contrast to an instore experience

Really bad experience returning online purchased item. I had to pay for postage and then pay again for the bounce back of the parcel because according to Royal Mail - LKB not responding - so my parcel was returned back to me. In order to collect this parcel from Royal Mail I had to pay £7 penalty.
No refund from LKB. I tried calling - no response.

I have ordered twice from the website recently and they order never arrived. As it was an international order there were international credit card charges which they took months to refund the first time and now the second time are still disputing. It’s my fault for not learning my lesson and ordering again after the terrible experience the first time . Never ever order from them

To warn LKBennett customers: track deliveries, returns, charges and refunds very carefully, or consider not buying from them at all.
I have been charged twice for an item that wasn't delivered. The customer care line is not answered because they are 'busy' and email responses take weeks. I was eventually promised a refund which hasn't arrived.
A thoroughly unpleasant experience and I remain out of pocket by £236.30!

Great delivery and amazing returns when required. Speedy and so efficient. Definitely will be buying here again.

Wow all these bad reviews. Ordered a jacket, arrived within 4 days unfortunately it was too small and had to send back. I received my refund within a couple of days maybe I was just one of the lucky ones.

Customer Services are non responsive. Chat doesn’t work. Email no response. Call to customer service telephone not answered. I have a local store so can return there but I would not send back to the warehouse as clearly returns are not being processed. I am fairly new to LKB and I think I need to rethink my retailer choice although I have been happy with my choices received.

My daughter ordered me a pair of boots for Christmas. We were sent the wrong sixe 36 in the correct box size 38 - Terrible customer care and now no reponse since the 14th January, This lack of communication is unacceptable, particularly given that the fault lies with LK Bennett.

Updated:

Have since had a response and a full refund, so have adjusted my score. 03.02.26

Has anyone had a successful refund in the last few days?
I’ve received damaged goods, blue pen/biro on suede boots from L K Bennett, online order but came from Blue Water and box opened so someone must have seen the damage.
Like others here Customer Service has gone dead, no one replying to my emails or calls, a disgrace.
I’m worried if I just return by post I’ll never see the refund as they are filing for receivership, I used a credit card so covered to an extent.

Order 0012995371 for £78.95 on 29 Dec 2025 still not delivered on 14 January 2026.
EVRI delivery team says 'we were unable to deliver your parcel today. We'll try again on the next working day'.
17 days late and LK Bennett customer service said 'I have raised an investigation with our shipping company who can assist with this'. They don't reply for 72 hours and keep killing time.
Ideal to refund or deliver a new item. EVRI never attempted to open the porch door or redeliver next day. Time wasters and lousy! Website is flashy and not much gets done here. Avoid this company.

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).