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v rude store manager in LK Bennett

(182 Posts)
Whoneedssleepanyway Sat 09-Jun-12 16:58:52

I took a cardigan back to LK Bennett today as after one wash it had shrunk badly and some small holes had appeared on the seam near the neck.

As soon as I showed it to the manager she became very hostile and said they are very careful about the stock they display and would not have sold something in that condition and then started questioning me very agressively as to how I had washed it, the instructions said hand wash 30 degrees, I had washed this cooler than 30 degrees. She basically then said very patronisingly please take me through the steps as to how you washed this and then found the holes as I want to understand how this happened, I said "I washed it, laid it to dry on the airer, went to get it to iron it once it was dry and saw it had shrunk and noticed little holes", she then said "so it sounds like it got caught on something", at this point I did say to her "you seem to be implying that I have done something wrong to the cardigan", she refused point blank to give me a refund or credit note, at which point I quoted legal rights to her as a consumer, she then said it was her right as a company to send the cardigan to a technical expert to have it tested to see if it had been washed properly, I said really and then she just said "fine have your money back". I am so cross that she basically made out I was lying to her and treated me like I was trying it on in front of other people in the store. I am not really sure what the purpose of this thread is but am just really annoyed and needed to let off steam.

ArthurandGeorge Sat 09-Jun-12 17:01:49

I am sure that I have seen other, similar threads about horribly rude LK BEnnet staff.

Take heart that you are not alone and as a result of this you will have put many off shopping there!

Pandygirl Sat 09-Jun-12 17:07:31

I've been keen to visit the LK Bennett store in Meadowhall, I need to update my work wardrobe and it looks like a good alternative to my usual boring suits.
I think I'll stick to my suits, the service in Austin Reed is always excellent.

dexter73 Sat 09-Jun-12 17:10:32

I think LK Bennett are renowned for their dire customer service. It has put me off ever buying anything from them so the purpose of your thread could be to prevent other people having the same experience as you.

Hetaera Sat 09-Jun-12 17:11:11

This is awful! I am angry on your behalf. I hope you email their customer services and share this experience. Perhaps even contact the brand Although, someone added this on theirWikipedia page: "L.K. Bennett's retailing practices have been the subject of negative customer commentary, particularly with respect to returning faulty goods".
After reading the Mumsnet thread on this they won't be getting any of my money. Ever!

GiantPuffball Sat 09-Jun-12 17:12:52

They are notorious for this so I spend my £££££ in Hobbs and Reiss instead. LK Bennett have awful customer service.

GlaikitFizzogKnitterOfTheRealm Sat 09-Jun-12 17:13:28

Complain complain complain. Why should we put up with this type of service? Horrible. It would put me off ever shopping there again if I was called a liar.

AmberNectarine Sat 09-Jun-12 17:14:25

Oh their service can be absolutely awful. I bought a bag there last year an the woman tried to sell it to me for £50 more than it was selling for on the website. When I pointed this out she acted like I was a pleb for quibbling over £50. I took great delight in going to House of Fraser, buying the same bag for the right price, then returning to the LKB store for leather feed for my new bag. No commission/bonus for you, love.

I also hate the tedious upsell they do. I want a dress, not a fuck-ugly necklace or Middleton-of-the-road nude courts to go with it, ta.

FootballFriendSays Sat 09-Jun-12 17:16:20

Snotty and snooty. The shops I've been in, even concessions I. Bigger stores FFS, are always so.

MrsCampbellBlack Sat 09-Jun-12 17:47:41

Their refunds policies are poor but so are reiss - they only do credit notes which I know is all they 'need' to do if you change your mind but its still rubbish compared to other stores.

Better off buying concessions in John Lewis and taking advantage of their much better customer service/refund policies.

Loving 'middleton of the road' amber wink

winefairy Sat 09-Jun-12 17:51:42

Arf at Middleton-of-the-road!

madammecholet Sat 09-Jun-12 18:16:12

Complain to head office about the store manager, make a formal complaint about her attitude and copy in this MN thread.

Shouldn't be allowed.shock

ProcrastinateWildly Sat 09-Jun-12 18:21:20

God they sound awful (thankfully I can't afford to shop there)

nancy75 Sat 09-Jun-12 18:27:36

Her attitude was poor but they are allowed to send goods for testing if they think you washed it incorrectly.

neolara Sat 09-Jun-12 18:27:41

There was a thread last year (?) about someone else who had dreadful customer service from LK Bennet, I think in similar circumstances to you.

GhouliaYelps Sat 09-Jun-12 18:36:35

LK Bennett have always been like this really dreadful - I will not go there agin for similar experience.

mirpuppet Sat 09-Jun-12 20:48:01

Read and noted.

ReportMeNow Sat 09-Jun-12 20:54:17

You'd think she sweated over making the cardigan herself with that attitude.

rookanga Sat 09-Jun-12 20:58:09

Some LK Bennett cardigans are very poor quality. They are nice when they don't shrink or develop holes, but too expensive to be so unpredictable.

crazyspaniel Sat 09-Jun-12 21:02:47

A friend of mine tried to take back a pair of L K Bennett shoes after the heel broke after one outing. Not only did they refuse to give her a refund, they had the security guy escort her out of the shop when she tried to stand her ground and insist on her rights.

EnjoyResponsibly Sat 09-Jun-12 21:25:20

I'm a long-term LK shoe and bag customer. Until a couple of weeks ago when I went into the Bluewater store to stroke the Crocus bag I was coveting. A member of staff called across the shop "you do know that's £245?!!!!"

I left face burning. Wouldn't buy it now as point of principle.

I dont get it. LK are coasting on the KM effect right now. They must be profits up and targets met. Why not climb down off the high horse and capitalise like mad?

woopsidaisy Sat 09-Jun-12 22:09:35

I use the LK Bennett in Victoria Square in Belfast. I have to say that I have always found the staff lovely. Very friendly and helpful without being pushy.
enjoy I would have died! Shocking behaviour.
I hope they stay nice in our store.

nancy75 Sat 09-Jun-12 22:11:42

Enjoy, you should have just said yes I wanted something cheap like this to use for work.

Pancakeflipper Sat 09-Jun-12 22:12:43

another reading, noting....

cosysocks Sat 09-Jun-12 22:18:28

remember previous thread. If I can ever afford it I will not be shopping there.

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