L.K. Bennett

Very, very disappointed in the customer service, or lack thereof, I recently received from L.K.Bennett in Riverside Square Mall in Hackensack. On December 29, I wrote a detailed email with photos to customer relations about my Paris boot, purchased by my husband on November 14, less than two months prior. I was told to bring the shoes to the store, which I did. One sales associate (not a manager) looked at them. After some back and forth, I got a call back from the store manager, Sandy, last week, who interrogated me on where I wore the boots and that I must have worn them too much, since they had no other complaints. I explained to her that I wore them a few times to work for 2 – 3 hours at a time and that I wore them out to dinner a few times. The lack of wear is evident by the condition of the soles, which she has never seen. She was incredibly rude and condescending. She called me back yesterday to tell me that she raised the issue to corporate and that they will not replace my boots since the damage to the boots IS MY FAULT FOR WEARING THEM and not a manufacturer defect. She has NEVER seen my boots and can hardly make that assessment. She offered to send them out for a repair but the problem is internal as well as external. I don’t believe a shoe repair person can address the embarrassing, clicking sound the right shoe makes when I walk. This was my first pair of L.K. Bennett shoes and will surely be the last thing I ever purchase from this store. You have lost a good customer due to the poor handling of this situation and for blaming me for a defective shoe. I wasn’t aware that $ 400 boots were only meant to sit on a shelf and not be worn for fear of them falling apart in less than two months.

My wife wanted high heel boots for Christmas. I found the right boots at Tory Burch but they were sold out so my hunting began. After searching online forever, I decided to go to Riverside Mall in hopes of finding the boots. I ran into this store which has been opened for two years and this is where the story began:
Décor: Clean and portrays their goods in an appealing way.
Greeting: Both sales people were friendly and helpful. They had the size I was looking for at another store so they shipped it to their store. They were going to put a bow on it so I can give it to my wife for Christmas. I thought this was a great touch after spending $ 700 for these boots.
Online Search: When I got home I decided to read more on the brand as I never heard of it before. Seemed ok and I was feeling good about my gift until I searched online for reviews. WOW! All negative reviews on their return policy and some of goods falling apart. All reviews were from the UK, but my hesitation began.
Customer Service: Three days later, I called the store to tell them I wasn’t going to pick up the boots, needed to return the boots, and my return to be added back into my credit card. They said ok. Two weeks later no return was made to my credit card. I called again, they apologized and said it would be returned to my card. A week later, still no return to my card, and the sales person I was dealing with is out for a week. I’m currently waiting on the manager to call me today.
Bottom Line: At first I felt bad returning the boots and was still planning to buy something else down the line. However, after this experience I will never shop at this store nor purchase anything from this brand again. Worst customer service experience. This company needs to really re-​evalute it’s return policy and customer service in the US.