v rude store manager in LK Bennett

[Whoneedssleepanyway]

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.

LOL! A friend introduced me to your thread as she works for a well know DIY store. She gets a lot of recognition for her customer service but recently had a complaint from a selfish disgruntled customer who just had to have the last word. I am no longer working in retail, unfortunately, as I loved it, so yes I am a feeling a little protective......

Had seen this thread title but hadn't taken much notice, then only last week I was in LKB with my SIL, who was looking to buy three pairs of shoes (she was dressed well, if casually, she's getting ready to return to her City job after maternity leave). She was treated so snootily by the sales assistant (who looked sceptical that SIL would afford to shop there, looked her up and down etc) that we high-tailed it out of there. They lost a very good customer there.

Aspenwhy are you taking it personally?
You claim to have never worked for LKB yet you take such great offence.

Mothercare is hated on mumsnet and I worked for them since they took over ELC, so 6 years in all.
Over the years there have been so many threads about how shite mothercare is on mumsnet, I never took it personally. The sad fact is there are shit sales assistants out there. People here are not shitting on retail as a career they are shitting on bad retail assistants.

Hi Guys. Gulp! I?ve never posted on an open forum before. However as a humble part timer with LK Bennett I feel I need to say something. I hope this does not sound like a little voice in the wilderness and obviously I cannot fix everything for everyone!
I work at the Walton-On-Thames branch and I must say we always try our hardest to give customers best service. I cannot comment on company policy regarding refunds etc as I am not in a position to. If anyone has any problems with our service please come and see me. I will make you most welcome in our store. There is no pleasure in seeing customers disappointed or angry. I like to believe that my customers return because they enjoy LK Bennett clothes and also the shopping experience we offer.
I am not a manager but I speak from the heart.
Lucie Hawkes

I shopped for the first time ever in LKB in Leeds city centre this Monday. I have been looking for a dress to wear for my nephew's wedding. I am glad I didn't know LKB had a reputation as I probably wouldn't have dared show up in old jeans, trainers and a knackered old shirt. Anyhow the assistant was v sweet and helpful and trekked up and downstairs getting me different dresses/sizes/shoes etc. I ended up getting a dress but now hope that after reading all this, that if there are any problems with it, I'm not going to face a huge battle. I'm used to being able to take stuff back if I change my mind, and I have to say I was surprised I only had 7 days to take this back. I bought some trainers in Shuh recently and they give you a YEAR to return stuff that's unsuitable now!

I was desperate for a dress that looked good on me, and the LKB one did but I'm just praying now that it wears ok and I don't have to go back.

Well. L.K Bennett is one of my favourite shops to visit and buy from. Until I had my first baby I shoppped on Regent Street and only ever had great experiences. When I went back to work I visited the store just off the New Bond Street (can't remeber the road) as the Regent Street shop had closed and a lovely male manager helped me pick some amazing outfits. I find the qulaity good and I still wear the dresses now. I haven't been back in a while as I've had my second child but I think this feed is full of fabricated stories. It's such a shame. I would highly recommend L.K Bennett to anyone and I'm glad it's been doing so well. If you want good service and someone to look after you go to the Brook Street store and see the manager. He's brilliant. I can't think of his name now but he was on Regent Street before they closed it. I went in all the time to marvel the shoes. Ha! Overall I love L.K Bennett and will always shop there. I'm due to go back to work after Christmas and I will be going back to get my new wardrobe. Rowe.

Thanks for resurrecting this ancient thread rowed it has just reminded me of the dire service I got in LK Bennett and how I wont be going back

Hmm, interesting that you dug this threadup just to comment on the fabricated stories and extol the virtues of one particular manager. Also interesting that you can't remember the location of the store one minute then miraculously remember two sentences later. Slow day in the Brook Street store is it?

Think I might avoid Brook Street in general now

caza me too

It seems to be staffed almost entirely by young women who quite plainly think they are better than the customer and aren't afraid to make it patently obvious. I know it's not the done thing but I want to scream you work in a bloody high street store, not as fashion Ed of vogue

trouble is that slow day in Brook Street or not, all this thread has done is remind / reinforce why LKB is so crap.

Despite some goldcard discount thing they once gave me (15% discount all year), I stopped shopping there after seeing their £175 shoes on sale for ?40 in El Corte Ingles. Their margins are ludicrous (immediate half pricing in the sale also supports that) and yet they don't manufacture in half sizes - for a shop which is trying to flog itself as high end high street (or at least prices itself as such), that's madness. would I like to spend £200 on an ill fitting pair of shoes and buy a half insole from you? no, ta.

Russell & Bromley and their lovely loafers / brogues may be £££ but the quality is fantastic and I've never seen Pippa / Kate Middleton wearing them. Win/Win.

I find the staff in the concession store friendly but never venture into the main stores after a very poor service.But to be honest these days I only buy from LK Bennet if I am desperate enough to fall in love with the item. Poor service puts you off So am enjoying this thread as I realise I am not alone in my feelings.

They obviously don't hire their staff on the strength of their typing skills

Are they recruiting people to spam negative threads or something

No one EVER signs their name on MN...just a tip girls.

btw the only time I ever bought from LKB, they were snotty as HELL when I tried to return it despite it being faulty - and being unworn - the next day.

I'd not go back if you paid me, frankly. I was

Oh and 'Manuela's message basically just confirms everything everyone has said about their shocking returns policy - if something is faulty, they say they'll 'send it away for testing' I mean what a load of ARSE.

Like someone in a laboratory is going to analyse it like in CSI to see if the holes came from the customer or it was just made very very badly.

Bolleaux

and patronising bolleaux at that

Knob off with your testing you swines.

Interesting,

I have a pair of patent navy shoes barely worn that have split at both sides on both shoes , took back to LK Bennett and as I didn't have a receipt they wouldn't do anything.

Have meant to read up on the consumer rules before marching back to the store.

I am loving the delighted customers comments. LKB clearly skimp on their PR budget as well as their customer service training.

All the best.

MrsC-B

They don't really need a PR budget though do they MrsCB, not with La Duchess swanning about in their wares. I wonder if she gets the snooty look up and down when she pops in for her nude courts?

Ooh i'd have had no idea about the terrible returns policy unless someone had dragged this thread up. Thanks for that, I hate bad customer service so won't be shopping there post baby.

Their PR people must be despairing. They must have thought this thread was dead and buried.

Horrid shop, overpriced princess clothes

I worked with Manuela Carniello, I was in my 26, 25 at the time. She treated the sales girls like rubbish. She would throw the shoe boxes on the floor violently if you had forgotten to put them back on the right shelves. She would shout at us regularly and then laught it of. I saw her talking to client like they were idiots. She would critise clients behind their back, she was just one of the most horrible people i have ever met. About the shoes, they are beautifull, but lots of them were faulty. heels would come off often. its a real shame Kate Middleton wear them. they are real shoe designer who would much more diserve to have the princess wear his shoes.

I think we should have a mass bag stroking at LK Bennet, and watch the staff snarl.

As someone who has shopped and worked at l.k bennett, I'm sad to see this thread. Of course I totally understand, no shop is perfect. I always tried to be a genuine sales assistant who cared about the customer's satisfaction. Not all employees are the same, but this applies to any store. At the end of the day, rudeness should not be tolerated..(and reported immediately to a manager) and the quality of the products should be of paramount importance. If you like their products, shop there.. if you don't...don't! I personally can't get enough of the dresses.