Liberty. Bewertungen 

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❤️

I contacted customer services about a change of address for my delivery. They responded within 12 hours and sorted it all out. The whole experience was very easy, quick and efficient.

I am truly impressed.

Today I visited Liberty and had a little issue with my account which I'd put off thinking it was going to take time but Neemat was such a great help and went above and beyond to help me. Thank you so much.

Amazing customer services, very helpful and very responsive. Excellent products, love buying from here it’s effortless ☺️

Excellent promo service and online communication

The service that I’ve received has been helpful, quick and demonstrates excellent customer service . Thank you

Excellent customer service. Highly recommended.

i had several issues with overseas purchase and the tariffs etc. the customer service rep was extraordinary! followed through, kept in touch and promised to resolve every issue , assuring me she would not let me down! Well she did . in a world where no one cares Liberty London did care and solved every problem without a hassle. i’m remain a loyal customer happily

I had a query regarding the availability of an item. Which was listed as sold out. I sent an email to Liberty and I had a very prompt helpful reply from Katrine.
Unfortunately the item I was after was sold out but I had a very positive experience with getting the information I needed.

My whole experience was helpful and friendly

Unfortunately one part of my order didn’t arrive by courier. Liberty customer services, Olwethu, dealt with the issue swiftly and within a 15 mins call, cancelled the order and issued a refund immediately. Great work Olwethu and thanks again.

Great company, products and customer service. I am a beauty drop subscriber and can’t recommend enough :)

Excellent service and amazing customer service very helpful and answered all my questions i needed would definitely shop here again

Specifically the Byredo counter, although also been to other areas, they're all amazing at what they do, service is superb, extremely helpful, very accommodating & super patient, if you're looking for Byredo (in my case) go here, 1st class in all areas they offer.