laidback london Reviews 

943
TrustScore 4 out of 5

4.1

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Review summary

Created with AI, based on recent reviews

Considering 46 reviews, reviewers had a great experience with this company, often sharing wonderful feedback about their overall purchases. Customers truly love the products, noting that the footwear items are exceptionally comfortable, wonderfully warm, beautifully crafted, and very stylish for daily wear. Shoppers frequently mention that the delivery service is remarkably fast and the overall item quality consistently exceeds all expectations. However, some customers also noted frustrating difficulties with customer service responsiveness, including long communication delays, unhelpful interactions, and unanswered follow-up emails. Others experienced specific challenges regarding incorrect sizing, mismatched items received in the mail, or ongoing problems with product exchanges and returns.

What people talk about most

Product

Customers consistently note positive experiences with product, praising the soft materials, gorgeous designs,... See more

Quality

Reviewers mention positive feedback about quality, highlighting that items are well made, soft, and feature... See more

Return policy

Customers had negative experiences with return policy, reporting various issues like incorrect sizing,... See more

Order

Clients share ambiguous opinions on order experiences, noting a mix of sizing errors and fulfillment... See more

Customer service

People report ambiguous experiences with customer service, as reviews are heavily divided. Many consumers... See more

Reviews shaping this summary

Rated 4 out of 5 stars

I am updating this review because after getting in contact with LBL customer service they have sorted out the problem and I’m happy to report that my boots arrived today and I love them. I was even... See more

Company replied

Rated 4 out of 5 stars

Lovely products, just a couple of observations. I was sent a size 40 in a 39 box, so I had to send it back. The customer service team were very helpful.. however one of the flip flops had a sharp edge... See more

Rated 4 out of 5 stars

Love my sandals! Very high quality and well made, beautiful bead work. Comfortable after they are worn a few times. The only issue is that I wish they had half sized because I had to size up to a seve... See more

Rated 5 out of 5 stars

Great customer service, super fast shipping and the boots are just what I wanted; comfortable, warm, well made and look great. Thank you!


Company details

  1. Leather Goods Store
  2. Fashion Accessories Store
  3. Shoe Store

Written by the company

Born in 2002 at London's iconic Portobello Market, laidback london embraces the beauty of handmade products crafted on the Kenyan coast. Committed to durability and sustainability, laidback london supports local communities and offers products that truly last. Each piece in the collection is unique, embodying timeless design and valuing natural materials that only get better with age.


Contact info

4.1

Great

TrustScore 4 out of 5

943 reviews

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1-star

Asks customers to review

This company invites their customers to review, whether positive or negative

Replied to 100% of negative reviews

Typically replies within 24 hours

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4.1

All reviews

(943)

63 reviews in the last 12 months

Write a review
Companies on Trustpilot aren't allowed to offer incentives or pay to hide reviews. Reviews are the opinions of individual users and not of Trustpilot. Read more

Rated 5 out of 5 stars

Great sandals, great company

Great shoes and great company to deal with. When I had a query they were very quick to respond and sort it out. The product itself is excellent. Extremely comfortable sandals. As has been said before size up if you are a half size

9 June 2025
Rated 2 out of 5 stars

Lacking in quality I felt

Good customer services but I bought one pair of shoes that snapped after wearing them only a couple of times, had them replaced with some that wouldn’t go on my feet (right size and I have normal feet) then the next replacement had lots of beads missing from the detailing but I don’t have the time to keep emailing and returning so have just kept the last pair delivered. I am sad to say I won’t be purchasing from these again.

2 June 2025
laidback london logo

Reply from laidback london

Hi Hayley, thank you for your feedback — we’re really sorry to hear about your experience. That’s far from the standard we aim for, and we completely understand your frustration. We appreciate you giving us multiple chances and are genuinely sorry that the replacements didn’t meet expectations. If you change your mind, our team is always here to help at help@laidbacklondon.com.

Rated 1 out of 5 stars

Wish they hadn't broken!

Only wore the sandals 4 times and the toe post already pulled out on one of them. I'm so disappointed - I really loved the sandals!

9 June 2025
laidback london logo

Reply from laidback london

Hi Becky, we're so sorry to hear this — it absolutely shouldn’t have happened. We’d like to offer a replacement, so please contact our customer service team at help@laidbacklondon.com with your order details and a photo if possible, and they’ll take it from there. Thank you for letting us know.

Rated 5 out of 5 stars

TOP QUALITY SANDALS

I really recommend this company, not only for the excellently manufactured products but even for the assistance provided by the team and customer service, ready to respond quickly to all my questions and to ship goods in a rush.
I bought three pair of sandals and I love them!
They are made with top quality materials and are very comfortably to wear! Thank you!

2 July 2025
Unprompted review
Rated 1 out of 5 stars

Really bad service and kept getting…

Really bad service and kept getting ignored by customers service and then telling me that it was delivered when I was sending it back to you x I had to show proof x so bad and then not even a sorry!

22 May 2025
laidback london logo

Reply from laidback london

We're really sorry to hear this and truly regret the experience you’ve had. That’s not the level of service we aim to provide. We’ll be reaching out to you directly to look into what happened and make things right- we’d love the chance to regain your trust.

Rated 5 out of 5 stars

I LOVE these sandals!

I LOVE these sandals!! They are well-made and comfortable. Plus, I’ve received so many compliments on them! And, the shipping was fast and everything arrived in excellent condition. This purchase was great overall!! I will be purchasing more.

27 May 2025
Rated 4 out of 5 stars

The shoes are really too beautiful but…

The shoes are really too beautiful but I shouldn't have trusted the reviews. The sandals are stiff and stay that way. My foot isn't wide or thin, but somewhere in between, so they hurt a bit.

2 June 2025
laidback london logo

Reply from laidback london

Thank you for your honest feedback — we're really glad you love the look, but we’re sorry to hear they haven’t felt great on your feet. The leather we use is natural and does soften with wear, but we totally understand that break-in periods can be tricky. We’re here if you'd like any tips on softening them up or finding a better fit for your foot shape 💛

Rated 1 out of 5 stars

I’ve purchased laidback London shoes…

I’ve purchased laidback London shoes and have been very happy. They are unique, made well, the shipping is fast!

HOWEVER, my last experience was very DISAPPOINTING. I received an email offering 25% off a purchase. I chose to purchase a cute pair of macrame flip flops. Went to put the order in and I did not see a place to put the 25% off code in….i pressed the payment button hoping it would come up, but the purchase went through.
I then wrote to the help email, didn’t hear back after 2-3 days, so I wrote another. Received my product, wrote another….no responses. I’ve been in sales a long time. If you reputable get back to the customer…
The shoes were cut differently than the 6 other pairs I have, so I decided to exchange rather than return because again, they’re unique.
But this has left a bad taste in my mouth….
Return was easy, but communication is nil.

16 June 2025
Unprompted review
laidback london logo

Reply from laidback london

Hi Sheri, thank you so much for your feedback and bringing it to our attention. We’re truly sorry for the frustration this caused. You should’ve received a response much sooner, and we completely understand why you’re disappointed.

We’re reaching out to you directly now to help make things right - and we’d really love the chance to gain your trust back. Your support means a lot to us, and we’re committed to doing better.

Rated 5 out of 5 stars

Amazing company

Absolutely brilliant company, I ordered a gorgeous pair of sandals that arrived super quickly and they are beautifully made. I’m so pleased, thank you!

28 June 2025
Unprompted review
Rated 5 out of 5 stars

Exchange -simple!

The first pair I ordered were too narrow for me so I returned and exchanged for another pair of sandals.. very helpful staff, easy to do and I love the new ones!

27 June 2025
Unprompted review

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