I love finding new brands, e.g. Rothys shoes. These fit really nicely. I had to contact customer services as I wanted to add a liberty carrier bag to my order. They were quick to respond, helpful and... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I had run out of Emily Belle fabric Crimson and was in a rush to buy a meter of the fabric to complete the quilt. Th colour I wanted did not appear on the website so I sent a request to see if there w... See more
Company replied
Liberty certainly understand the meaning of customer service. I had a few questions about the loyalty scheme and emailed. A reply that answered all my queries, came back promptly and well explained.... See more
Company replied
Absolutey great event. Inspiring talk by Trinny, drinks, macaroons, fabulous goody bag and the icing on the cake was John giving make-up tips and showing me the best lip kit for my colouring. Thorou... See more
Company replied
Company details
Written by the company
Welcome to Liberty. Famed for its directional design, cultural collaborations and inspiring curation. Our dedicated in-house design studio is still at the core of all that we do, hand painting and creating our beautiful prints, and reworking finds from the 45,000-strong archive. A luxury destination located in the heart of London on Great Marlborough Street.
Contact info
Regent Street 210, W1B, London, United Kingdom
- customerservices@libertylondon.com
- www.libertylondon.com
4.6
Excellent
1K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 35% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Really good service
Really good service. Excellent staff comunication. Very sstisfied.
11 August 2026
Unprompted review
Reply from Liberty.
We're so pleased to hear you were happy with the service you received and the communication from our team.
The Liberty Customer Service Team
Shopping online at Liberty has always…
Shopping online at Liberty has always in my experience over many years been so reliable… prompt delivery, fantastic products, loyalty points and excellent customer service.
8 August 2026
Unprompted review
Reply from Liberty.
It's always lovely to hear from someone who's been shopping with us for many years. Thank you for sticking with Liberty and for sharing such kind feedback. We're so glad you continue to enjoy shopping with us, and we look forward to many more years together!
The Liberty Customer Service Team
Fantastic service
Fantastic service. Had to change my email via WhatsApp chat and this all happened really quickly and efficiently in under 24hours! Great service and communication throughout.
15 August 2026
Unprompted review
Reply from Liberty.
Thank you for your lovely feedback. We're really pleased we could get your email updated quickly and make the whole process easy for you. It's great to hear you felt kept informed throughout. Thanks again for taking the time to share your experience.
The Liberty Customer Service Team
I had an issue with a delivery and the…
I had an issue with a delivery and the customer service off Mongezi was second to none. In a world of AI I felt like a real human being and it was resolved quickly and effectively.
I understand now why a brands customer service like Liberty gets so well regarded.
7 August 2026
Unprompted review
Reply from Liberty.
Thank you for such kind feedback. We're so pleased Mongezi made you feel genuinely looked after and was able to get everything resolved quickly. We'll make sure your lovely words are passed on to him. We're very proud of our team, so it's great to hear that their care made a difference.
The Liberty Customer Service Team
The wonderful Liberty Archive team
I enquired about the history of the pattern of one of Liberty's vintage scarves. I received the information I needed from the Archive team swiftly, via communication with the customer service representative Shalom. This pleasant experience has given me newfound respect for the brand name of Liberty, through their efforts.
13 August 2026
Unprompted review
Reply from Liberty.
Alice, what a lovely review to read. We're so pleased Shalom and our Archive team were able to uncover the history behind your vintage Liberty scarf and get the information to you quickly. It's especially lovely to hear that the experience gave you a newfound appreciation for Liberty. We'll make sure your kind words are shared with everyone involved.
The Liberty Customer Service Team
My online order never turned up
My online order never turned up. Apparently it was fulfilled by Amazon (???) which seems odd for a luxury store like Liberty, however the tracking number didn't work and the item never arrived. The customer service team are based in South Africa, and although they were polite and helpful they couldn't track the item down either. I did get a refund, but felt let down.
14 August 2026
Unprompted review
Reply from Liberty.
We're sorry to hear you feel this way. We did try to reach out to you privately as we would have loved the opportunity to look into your experience further, but unfortunately we weren't able to get through. We'd also like to clarify that while Amazon Shipping was the courier for your delivery, your order was fulfilled and dispatched directly from Liberty's warehouse. We're pleased that your refund has now been resolved and really appreciate you sharing your feedback with us.
The Liberty Customer Service Team
My original order was lost by Amazon…
My original order was lost by Amazon delivery service. I did not receive any notification that they had lost the order. I contacted Liberty who promptly chased it up and confirmed my order was lost. I asked the sales representative at Liberty for a replacement order. I was told it would be delivered next day. I did not receive it. When I chased it up they informed me that it had not been ordered. Finally received my order which I am very pleased with. Delivered by DPD excellent service from them.
I feel disappointed that a large company such as Liberty did not send the replacement order as promised. I am also disappointed with Amazon.
1 August 2026
Unprompted review
Reply from Liberty.
Thank you for sharing your experience. We're sorry that we didn't get things right when you first contacted us and completely understand your disappointment. We're glad your order has now arrived safely and that you're pleased with it. Your feedback is important to us, and we'll use it to help us do better.
The Liberty Customer Service Team
When I saw bunny jellycat in Liberty…
When I saw bunny jellycat in Liberty collaboration and exclusive, I was delighted. A lovely present for someone who loves both. Sadly it was delivered by Amazon, squashed and without any Liberty wrapping or bag. Online it shows the bunny wrapped in tissue paper and inside a burgundy Liberty bag. The ribbon around the neck is a mess. It looks like a charity purchase rather than from a luxury shop.
12 August 2026
Unprompted review
Reply from Liberty.
We understand this has not met your expectations, especially as it was intended as a special gift. We’ve reached out to learn more and look into this further for you.
The Liberty Customer Service Team
I used their on line chat to ask…
I used their on line chat to ask various questions regarding setting up an account & about ordering their famous 2026 Liberty Adventure Calendar, they came back to me almost immediately to say they would have to check the answers with a colleague or actually answer my query straight so their response was very very good.
It was a pleasure to “talk” to them.
Keep up the excellent customer service.
13 August 2026
Unprompted review
Reply from Liberty.
Thank you for your lovely feedback. We're so pleased our team was able to help with your questions and get back to you quickly. It's great to hear you enjoyed chatting with us, and we hope you love your Beauty Advent Calendar!
The Liberty Customer Service Team
I made a mistake on the order I placed…
I made a mistake on the order I placed for delivery in London. I emailed customer service. Sophie got right back to me and took care of the the problem beautifully. She was so helpful
Could not have a better experience
11 August 2026
Unprompted review
Reply from Liberty.
We're so happy Sophie was able to step in and get everything sorted for you so quickly. We'll make sure she sees your lovely feedback. It's great to know you couldn't have asked for a better experience.
The Liberty Customer Service Team
Click & Collect in store
Smooth process from ordering online to collecting from the store. Email received when ready to collect with clear instructions on where to find the collection point in store.
Was able to take the item out of the box and leave all the packaging behind.
12 August 2026
Unprompted review
Reply from Liberty.
Thank you for sharing your experience. It's great to hear that everything was smooth and straightforward and that our team managed to assist you efficiently.
The Liberty Customer Service Team
First order- super efficient and…
First order- super efficient and outstanding customer service from Stephanie. Dress is stunning and as always Liberty fabrics and prints are fantastic.
12 August 2026
Unprompted review
Reply from Liberty.
What a lovely first order! We're so pleased you love your new dress and had such a great experience with Stephanie. We'll be sure to pass your kind words on to her. We hope this is the first of many Liberty finds!
The Liberty Customer Service Team
Great response time
My query was answered very promptly by the customer service team, and with a positive outcome.
Liberty are such a professional company to deal with.
12 August 2026
Unprompted review
Reply from Liberty.
We're really pleased to hear that your query was answered quickly and, most importantly, with a positive outcome. Thank you for your kind words about Liberty and for taking the time to share your experience with us.
The Liberty Customer Service Team
Fantastic staff always there to help no…
Fantastic staff always there to help no matter how small the problem.
11 August 2026
Unprompted review
Reply from Liberty.
We're so happy to hear that our team is always there when you need us, no matter how big or small the issue. We really appreciate your support.
The Liberty Customer Service Team
The contact with the customer service…
The contact with the customer service was absolutely great.
8 August 2026
Unprompted review
Reply from Liberty.
It's lovely to hear that you had such a positive experience with our customer service team. We really appreciate your feedback and hope to assist you again soon.
The Liberty Customer Service Team
Reply from Liberty.
Thank you for your review. We're really pleased to hear that you found the experience easy and that our team was helpful and kept you updated throughout.
The Liberty Customer Service Team
I love finding new brands
I love finding new brands, e.g. Rothys shoes. These fit really nicely. I had to contact customer services as I wanted to add a liberty carrier bag to my order. They were quick to respond, helpful and efficient and sent one straightaway on a separate order which was appreciated. I am also enjoying being part of the beauty drop programme now that I know I can redeem my vouchers on any goods in the store :-)
4 August 2026
Unprompted review
Reply from Liberty.
We're so pleased to hear that you're enjoying discovering new brands and that our team was able to help with your request quickly and easily. It's also great to know that you're enjoying being part of Beauty Drop. Thank you for your support, and we hope to see you again soon.
The Liberty Customer Service Team
A lovely experience
It was easy to buy on line and I have done the click and collect option. The store is beautiful and the staff helpful and polite. I recommend visit Liberty the place is so beautiful.
7 August 2026
Unprompted review
Reply from Liberty.
Elizete, thank you for your lovely review. We're so pleased to hear that you enjoyed shopping with us and we hope to see you again soon.
The Liberty Customer Service Team
Excellent customer service as per.
6 August 2026
Unprompted review
Reply from Liberty.
Thank you for your continued support. It's lovely to hear that you had another great experience with our customer service team. We really appreciate you taking the time to leave us a review.
The Liberty Customer Service Team
Great customer setviceThe customer service person was…
The customer service person was extremely helpful with information given and was very polite
5 August 2026
Unprompted review
Reply from Liberty.
Paula, thank you for your kind words. We're really pleased to hear that the team was helpful and polite and gave you the information you needed. Thank you for taking the time to share your experience.
The Liberty Customer Service Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.