Extremely Disappointed – Quality & Customer Service Nowhere Near Premium
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.
September 1, 2025
Unprompted review