Liberty. Reviews 

My experience with Liberty has been absolutely fantastic...from their Customer services (with Kaajal,) which are prompt, efficient and courteous to their product ranges which are exquisite. The beauty drop subscription service is gorgeous...once a quarter a decorated box of high end goodies arrives with most of my subscription towards future purchases. So, yesterday I had lip liner, perfume, shampoo and conditioner, serum drops and a soothing cream to enjoy. All beautiful brands. I've bought other lovely pieces and I'm loving my Liberty experiences. Treat yourself to some joy!

Had a really first class experience with Liberty’s Customer Service who happily helped me with an online order issue. Very friendly and professional.

The prices are little high and if more discount applied , it would be better. Another suggestion is that if price in other currencies would be better. I faced an issue with one of my vouchers which lead to missing discount of some fabrics. I was little upset. Liberty customer service is excellent and fabrics are amazing.

Going to Liberty is a wonderful experience and I always visit when I can, however shopping online is just as special, the attention from customer services is the best I have ever experienced, I love receiving newsletters and special recommendations and of course I really enjoy my Beauty Drop boxes and spending my credit!

Great customer service. Been a beauty drop member from day one.
Love the website, easy to use, great rewards and fantastic products delivery and good value for money. Advent calendar is a must!!

Great customer service with katrina,Liberty never fails to be the best! Love everything about the store and the service from the staff,may it long continue, more department stores should follow suit!

I contacted Liberty via whats app re an issue I had with a delivery in which a product had leaked. I got a reply straight away to identify my problem in detail and told they would be in touch when it was looked into. Within a matter of hours I had a reply stating I would receive a replacement in the post. Flawless service and fantastic customer service supplied. Kaajal was amazing - polite, helpful and understanding. 5 star all the way from me.

Excellent customer service after problem with initial order. Sorted swiftly and efficiently, very happy with service.

Liberty’s customer service team are always so friendly and efficient. Always a pleasure to deal with. In this occasion, Katrina assisted me and sorted the issue very swiftly.

I placed two orders, 13955070 and 13955071, at approximately 6 a.m.

Immediately afterward, I discovered that the first line of the delivery address had disappeared from order 13955070 because of a fault in Liberty’s system. I contacted Liberty straight away through every available written channel and received numerous automated confirmations that my messages had been received. When customer service opened at 10 a.m., I also called and asked for the affected order to be cancelled before dispatch.

I was told that the order could not be cancelled because the parcel was already physically with DPD. However, the tracking later showed that the first information was not sent to DPD until after 6 p.m. This did not match what I had been told, and there had been many hours in which Liberty could have acted on my cancellation request.

The problems then continued with DPD. Liberty sent me only one tracking number, and that parcel was linked to the incomplete address caused by their faulty system. The second order had also been dispatched, but Liberty never sent me its tracking information at all. I therefore had one parcel travelling with an incorrect address and another parcel whose tracking I had not even been given.

I again contacted Liberty repeatedly through multiple channels. Once more, I received confirmation after confirmation that my messages had been received, but no actual reply. Because of the incorrect address, the parcel was held at the DPD depot and the situation had to be corrected after dispatch. A return-to-sender request was eventually placed on one of the parcels, but only after unnecessary confusion and risk that should never have arisen.

Mongezi was the only person who genuinely tried to resolve the situation. He confirmed that Liberty’s system was faulty, amended the address, requested the return of the affected order, and sent me the missing tracking information for the second order, which Liberty had never provided.

My previous experience with Liberty’s customer service had already been poor. Around ten days earlier, I accidentally called Liberty instead of Harrods because I had mixed up the phone numbers. After waiting in the queue, I explained the mistake and apologised. Since I was already speaking to them, I politely asked whether the agent could check my Liberty order and tell me when it was likely to be dispatched. The agent was rude and dismissive. After I described that experience in Liberty’s short customer-service survey, a supervisor contacted me several times by email.

It is striking that a negative survey response received prompt attention, while repeated urgent messages about cancellation, a faulty delivery address, missing tracking information and DPD problems received automated acknowledgements but no meaningful response.

This experience involved a faulty ordering system, ignored cancellation requests, contradictory information, an incomplete delivery address, missing tracking information, unnecessary DPD complications and poor customer service.

I am grateful to Mongezi for doing his best to help, but one conscientious employee cannot compensate for the overall handling of these orders. I will not order from Liberty again.

I found all of my communication with the Liberty’s customer service excellent! They responded very quickly to all of my questions and dealt with them in a timely and respectful way.

Really excellent customer service from Liberty. The best out there.

Just incredible customer service at Liberty London ...Katrina was so helpful and kind and sorted my query speedily and efficiently 👍

Katrina helped me effortlessly and easily. Thank you so much it was much appreciated x

Absolutely outstanding customer service from Keren at Liberty customer services. Very quick email responses and sorted my issue without question. Best customer service I’ve had by a mile!
Thank you Keren and Liberty.

Couldn’t recommend further! Lewis was brilliant, I set up a subscription and was worried when I couldn’t see the balance on my account. I raised a request for help and Lewis responded within 24hrs, very helpful and managed to figure out id set up an account with an email address that didn’t exist, he accessed my account and amended the email address for me. I then couldn’t remember the password, Lewis then reset my password, sent me it and got me signed in. He responded to my emails very quickly, very helpful and polite. I’ve honestly never had this level of customer service before. Over the years I’ve learned to expect poor service so Liberty and Lewis has been a welcome change

Thank you to Matthew for the outstanding service.
He went above and beyond to help me, and his positive attitude really made my day.
Liberty always delivers the best experience.

After placing my first order at liberty, I was excited to receive my item. Unfortunately the delivery experience with amazon wasn't great. My parcel was left on the doorstep despite me leaving instructions to the contrary. Unfortunately I couldn't locate my item. After waiting a couple of days to see if it would turn up and this not happening, I contacted liberty customer services for assistance. I'm pleased to say that my issue was resolved efficiently and effectively. My order was re done with a different courier service, and at the time of writing this review, it is expected to be delivered tomorrow.

Went in today as I couldn’t remember my loyalty vouchers and discovered I had an expired one, too. Ella at Customer Services couldn’t have been more pleasant or helpful and even got my expired one renewed. Thank you!

I was badly and pathetically treated by people who privately laughed at my issue and offered me very poor compensation.
My lbeauty items were terribly ruined in an Amazon van for hours on end that was very hot in the middle of a heatwave !
I had to throw away some items and was not able to photograph others due to the problem being the products inside the containers
The highlighter was separated and watery and a funny colour , one of the moisturisers stank and was again separated and a much darker colour than .it should be and the eye patches were bone dry ( all the moisture had been sucked out in the heat !)
I explained the edit was a special present for someone who gave me a great deal of support while I was in hospital and I had saved to buy the £125 edit ! I was given £12 partial refund and offered a 15 percent discount on my next order ( like I was ever going to order anything again ! )
I had been on the phone in tears and nobody cared !
I know there are rules and I know some customers might lie and take advantage but there must be exceptions and Liberty just do not care !!
Brilliantly written reply I will give you that but the end result is the same !
I couldn't return the items as you full know and I can't take pictures of items that are ruined inside containers !!
I and everyone I know will never purchase from Liberty again !!!