Liberty. Reviews 

Had a query about logging loyalty points. Swiftly resolved by Katrina from Customer Services. Have always found Liberty’s Customer Services helpful whether dealing with them directly or on line.

I’m a beauty drop member. Occasionally there’s a problem with an order. In this case an item was missing. I messaged Liberty, and straight away was told there’d be a replacement coming to me. It arrived yesterday! Now where else would you get that kind of service? Liberty are second to none in customer support! Never had a problem they couldn’t fix

My order is 14047338.
I bought the order on September 9. I received the express delivery on the 16th and found that there were a lot of things missing. I immediately sent an email to the customer service asking for a replacement and told me that I was going to travel on the 24th. I sent a lot of emails！
But the artificial customer service only replied on the 23rd that it could be redelivered.And the big gift bag in the order had been sold out and could not be remailed,so I could only receive a 25-pound voucher.
I bought 285 £ for the gift bag. I should have received it in the express delivery on the 16th! But now because of your mistakes, I didn't receive a gift bag, a perfume set and two foundation sticks! The voucher, which compensates only 25£ is far from the value of the gift bag!
After receiving the reply from the manual customer service on the 23rd, I immediately wrote back to the customer service and informed the customer service that I was out and I'd like to change the delivery method: I go to the Liberty store to pick up the goods！This will be very convenient！
But after a few days there is still no customer service reply to me! I am very disappointed with liberty, customer service efficiency is so slow!
I hope you will contact me immediately!

Unfortunately the good customer service has now been wiped out. Following an order problem the customer service agent did a great job in solving the problem.

BUT……

Then the retail obesession of what i consider to be email (and personal time request) intrusion starts with yet another email request to review received (i see no reason why this can’t be requested with the original request).

This started with a delivery problem which wasted my time in the first place to rectify.

In my opinion, surveys should be requested on a ‘opt in’ basis and this demonstrates why.

I had a full set of Klevering decorative plates replaced straight away because one was of the original set was broken in transit. Excellent customer service.

Excellent Customer Service. They answered all of my questions and communicated very well. HIghly recommend Liberty London

Katrina, my contact at Liberty of London got back to me right away with solutions to my problem. She gave me all the info I needed!

Excellent service, friendly, professional and super efficient. Customer service at its very best.

Kaajal, thank you so much for all your help, you went out of your way to help me, I will never order from anywhere else now, Kaajal is a credit to the company, thank you so much once again

The click and collect process was so easy from start to finish. The website and follow up communication are very clear. The items arrived quickly and the staff at the collection point were friendly and efficient. I would definitely use this service again.

I had reason to let Liberty customer service know about a product (from a range that I love and have used for years) was unsatisfactory. I had an immediate auto-reply, and less than 18hrs later, a lovely email saying that a replacement had been ordered and if it disappointed as well, to please let Customer Services know, which I will do. It is an exercise in great service. Thank you, Liberty and very well done!

I had a problem with my discount code , sent an email ( late at night ) got an immediate reply saying they would be in touch , first thing the next morning received an e mailed me and the problem had been sorted .

They were polite efficient professional and a pleasure to work with . Wish all
Customer service teams were like this . Couldn’t believe how quickly it was all sorted , would give them ten stars if I could ..

Today’s experience was truly exceptional.
Sizwe took the time to listen patiently, understood my concerns with genuine care, and went above and beyond to resolve everything perfectly.

Thank you, Liberty, for remaining so wonderfully unique — for preserving your timeless atmosphere, impeccable service, and the genuine warmth with which you treat your customers.

A truly special place that never fails to make every visit memorable.

Kind regards
Tetiana

Excellent delivery service with care and attention.
Customer service excellent.
Packaged with care and attention.
Item purchased was as described, good price paid for item.
Customer service excellent I was kept updated from placing my order to delivery.
Thank you!

Liberty's customer service is faultless. My issue was resolved swiftly and to my highest satisfaction. Thank you.

I ordered an item from Liberty online and was notified on Saturday that it was out for delivery and that I would need to provide the driver with a one-time passcode. Later that day, I received an email saying that delivery had failed because the OTP was incorrect or unavailable, despite the fact that no delivery had actually been attempted. I have CCTV covering my property, so I know that no driver attended.

What should have been a straightforward query then became an incredibly frustrating experience with Liberty Customer Services. I called several times, was disconnected, and repeatedly had difficulty with advisers who could not hear or understand me properly. Even providing my email address required repeated phonetic spelling. More importantly, they kept referring back to the OTP not being provided rather than understanding the very simple point I was making: there had been no delivery attempt in the first place.

Eventually I spoke to someone who could hear and understand me perfectly well, so there was clearly nothing wrong with my phone. I find the standard of those earlier calls particularly concerning because if communicating with Customer Services was this difficult for me, I genuinely question how accessible the service is for customers with hearing, speech or communication difficulties.

The following day a driver did attend. I had received the same OTP three times by text and separately by email, including messages arriving around the time the driver was outside. I gave him the code I had been sent, he entered it into his device and it was rejected as incorrect. He therefore left with the parcel.

At that point I had experienced a delivery being recorded as attempted when it had not been, followed by a genuine delivery attempt where the code provided to me by the delivery system did not work. None of that was within my control, yet I was the person spending my weekend trying to sort it out.

The whole experience caused a completely unnecessary amount of stress. I suffered a stroke a couple of years ago and I certainly do not expect purchasing something from a supposedly reputable retailer to result in this level of frustration simply because its delivery and customer service processes have failed.

Liberty ultimately apologised for the experience and confirmed that my Beauty Drop subscription had been cancelled, as I had requested. What was striking, however, was that there was absolutely no effort to compensate for what had happened, rebuild my trust in the brand or retain me as a customer.

I had been paying for a Liberty subscription every month for several years. When the service became poor enough for me to say that I no longer wanted that relationship, they simply cancelled it. There was nothing meaningful offered to acknowledge the experience or restore the relationship.

That, for me, says quite a lot about what customer loyalty actually means to Liberty. Delivery problems happen, and systems sometimes fail. What matters is how a company responds when they do. In my case, a relatively simple delivery problem became an unnecessarily stressful weekend of failed deliveries and extremely poor customer service, followed by a response which gave me no reason whatsoever to remain a Liberty customer.

And if you are reading their reply that "Since your review, our team has been in touch and we're pleased that everything has now been resolved." - it has indeed been resolved. I am no longer their customer. That's that.

Extremely disappointing experience

placed a £295 Click & Collect order specifically so I could collect it at the weekend. Liberty later cancelled the order because the complimentary beauty gift was out of stock, despite the perfume itself still being available.

What makes this even more frustrating is that the order had already been sent to the store. I was told that if I don’t collect it, it will eventually be cancelled and refunded( In case I wanna cancel the order, I cant even cancel my order at this point??)This means nearly £300 of my money is tied up because of an issue on Liberty’s side.

If the complimentary gift was unavailable, why wasn’t the gift simply removed from the order and the perfume fulfilled? I received no opportunity to choose this. Very disappointing handling of an otherwise straightforward purchase.

Added: 28 sep
I haven’t received any notification or communication from you whatsoever.

Kam went over and above to help me - very unusual these days to get positive outcome with such fantastic service - thank you

Amazing customer service from the best shop in the word❤️