Liberty. Reviews 

Once again first class service from Liberty’s customer service team.
Ian resolved an issue with my payment details without me having to do a thing, others should take lessons from them .

Amazing customer service as always from this leading fashion, design and home stalwart in London. Minor issue with an order which was swiftly and efficiently resolved. The service is always exceptional with top quality goods quickly despatched if not shopping in store.

The member of staff was extremely helpful and polite. She took immediate action and it appears that the problem has been solved.

Edit/update. I was contacted by a customer services manger who dealt with the issue very quickly and efficiently. I was sent a replacement without having the hassle of returning the order with missing items. I also received a handwritten apology and some courtesy items, which was a lovely surprise. I like to give credit where it's due,. so I've increased my rating from one to three stars, as, although my opinion of Liberty CS has been redeemed by an excellent employee, it should have been the initial response to my issue.

Very disappointed. I ordered a perfume discovery box of six different mini fragrances, which arrived with one missing and two duplicates (so actually, two missing). How they could manage to send a box with an obviously empty slot, is it beyond me. I emailed immediately and provided photo evidence. They asked me to return the (unsaleable) order before they would send a replacement. So now I have the inconvenience of dealing with their error and then waiting for them to receive and replace my order. It seems like poor policy as the cost of return postage will probably eat up any profit and they can't resell the item anyway as it is incomplete.

Absolutely great experience, I shop a lot at Liberty online almost every time with an amazing experience. I had a slight issue with the vouchers you achieve with a certain level of spend I emailed customer service it was handled quickly and efficiently, as always great customer service

Extremely disappointing experience with Liberty London.

I ordered the Liberty Beauty Advent Calendar 2026. My first order was confirmed, then left without any meaningful update for nine days, only to be cancelled one day before the expected delivery date. Liberty could not provide a clear reason for the cancellation and simply told me that, for an “unspecified reason”, the order could not be delivered.

I then placed a second order for the same calendar. After several emails and asking for the case to be escalated, Liberty refused to provide expedited delivery but offered a 15% refund as a gesture of goodwill.

Unfortunately, when the replacement calendar finally arrived, there was another serious problem: it was incomplete.

The calendar is advertised as containing 29 beauty products across 25 drawers. I carefully checked every drawer and received only 27 products. Two products are missing. The outer shipping parcel appeared properly sealed and showed no obvious signs of being opened or tampered with.

I contacted Liberty again, provided photos, explained exactly what was missing, and asked them to investigate how an incomplete calendar could have been dispatched and to provide the missing products. I also asked whether the parcel weight was recorded at packing or dispatch, which could help establish whether the products were missing before shipment.

So far, I have not received a substantive response.

For a premium retailer and such an expensive product, this has been an incredibly frustrating experience: one unexplained cancelled order, followed by a replacement calendar arriving incomplete, and a very slow resolution process.

I hope Liberty will now properly investigate the case and resolve it.

I’ve been a Liberty customer for as long as I can remember and then a beauty drop customer since it first came out. Even hooked most of my family and my friends onto that. Liberty simply has the best customer service. It’s comparable to any other store out there. Also they are always doing such lovely things for you and offering such amazing help even on the retail store. CS has been phenomenal every single time on the phone or email. Would obviously highly recommend

I had a problem with the delivery (with the logistic company). Liberty customer service helped me perfectly and solved the problem. It was a huge relief.

Lovely display, knowledgeable friendly sales staff. Loved all the new brands. Enjoyed meeting GAZ and ended up buying a ring. The talk and stylist presentation was excellent. Only negative never got a drink as servers stayed in one area and people grabbed two at a time. So no opportunity if you weren’t next to their doorway or were busy checking out stalls. Same with mini cakes but there were more of them so was able to try one thing.

I had to contact customer service because I registered after checkout and my order was not reflected on my account, the reply came swiftly and was very kind and helpful, Katarina helpful adding my order to my account and also with tracking delivery. Fast delivery followed and i absolutely love the products.

Liberty customer service is first rate. Spoke with Olwethu and all my queries were answered and I was provided the clarification needed to understand the points system. As a result, I can’t wait to make my next purchase at Liberty.

Réceptive, responsive and careful care, couldn’t have been better

The customer care rep really understood the issue and resolved it very quickly. We thought we were going to have to cancel the order and re-order but she was able to take car of everything!e

Prompt and accurate response

Hi

I absolutely loved the half-hour makeup class at liberty! It was so informative and easy to follow.
The girl who conducted the class was brilliant as she covered everything from product awareness and what each product is used for, to application, mixing, and getting the right finish.

So much learned in just 30 minutes!

I'll definitely recommend it to others as I loved the vegan brand violette and it's brand ethos.

Love sofia

Charlotte in customer service is a gem, she looked into my query and informed me on what was happening and then followed up to make sure everything was sorted. Liberty you should be proud of the customers service that Charlotte is providing your customers.

I had an issue with my order arriving damaged. I contacted Lewis at the contact centre and he was great resolving my issue immediately. It helps to know any follow up service is so good for online orders

AVOID: One of the worst websites you could possibly purchase from.

If you’re thinking of orderering from here because it’s “cheaper” or may be running a promotional discount just go somewhere more trustworthy or order direct from retail.

They failed to deliver my parcel and marked it as “delivered”. They then said they were going to provide me with a refund or replacement. After 24 hours they recanted their statement and said after their “courier’s investigation” they “will not provide a refund of replacement for this order”. Absolute shambles of a business relying on the word of a courier who’s not legally bound by anything to conduct a proper internal investigation.

I’d advise anyone to save themselves the misery of going through an utterly pointless customer service help desk…

I’d also advise to look at their negative reviews (which I wish I did initially). I am not the first and I definitely will not be the last.

AVOID at all costs.