Liberty. Reviews 

I had an issue with an online purchase, on a Sunday. It was quite expensive, so I contacted customer services. Dylan responded the same day, was polite and patient. My issue was resolved promptly. I’m still not sure what went wrong but 10/10 for sorting it. Thank you

placed an order for a £200 bottle of fragrance. Continually told (over the course of 18 e mails ) on a daily basis that it was arriving. It never has.
Had to request numerous times a repalcement to which they finally agreed. (its not here yet, so we shall see). Offered a 10% discount on a future order so that the could rinse some more money out of me rather than compensate their appaling service. Suggestion Liberty.....Maybe have a chat with Amazon and see how they do it ??

I have always enjoyed shopping in liberty London in person where the staff are always so pleasant and welcoming. I found the experience equally good when I had a query about an online purchase. The member Sizwe was really helpful and resolved the issue quickly and efficiently. Highly recommend Liberty

I have only had to contact Liberty customer services on two occasions and received excellent customer care.
The first occasion was when a shampoo leaked inside a beauty box. I only emailed to inform them of the leak and without asking, Liberty replaced the entire box contents.
The second occasion was when amazon couldn’t deliver the product as I wasn’t at home - but didn’t tell me how to manage the situation. On this occasion Kiyana liaised with amazon who delivered to my neighbour the following day. Kiyana was completely professional and charming. Fantastic service.

Had an issue of non-delivery not the fault of Liberty or the post office, rather an errant neighbour. Upshot no goods. Molly at Liberty has kindly stepped in to replace which is an act of kindness much appreciated and worthy of mention. Not only are the goods excellent, the mindset, attitude and service are a match. A big thank you is in order!

Easy and quick! Riana helped me quickly and efficiently. Thank you

I love the whole experience of Liberty. Wandering through their beautiful store is like entering the jewellery box of a favourite classy (eclectic) Auntie! Always inspiring, gorgeous "things" of all kinds, artistic installations that make you smile, staffed by talented and passionate humans who are quirky and diverse - it is a joy to enter the building whether you are looking to buy for yourself or a gift, or purely to wander and feel at home. Liberty is SO special. Recently I experienced a slight hiccup with my Beauty Box delivery- which was handled & resolved by the team professionally and seamlessly. Thank you all for continuing to make Liberty the magical experience it consistently is! (And specifically to Daniela on this occasion for swiftly addressing my issue). Kindest regards, Pink

Spoke to Riana. She was very helpful
I always receive excellent customer service from Liberty

This store used to be legendary. It’s owned now by private equity and its culture and values feel completely corporate, but without the competence to match. My customer service experiences here have been of uninterested, demoralised staff, and incompetence. Amazing building and history; wouldn’t go back unless they return to values-driven retail. Sad.

It is the first time I have ordered from Liberty, I had received a first email but then nothing else from them or courier
I gave it a while but nothing
So I contacted them last night and this morning there was a fantastic in depth reply from Kylee , who had sorted the issue by sending me out my item again, next day delivery , no questions no delaying so I am very impressed
Obviously if I do receive first parcel I will contact Kylee to return them
Absolutely Amazing Customer Service

I've been a regular shopper for over 20 years, and a Beauty Drop member since inception. Given that I'm not based in London, I usually have items delivered, sadly since Liberty started to use Amazon delivery, it has become totally unreliable. I've had an expensive duvet set disappear in transit with barely an apology and just my money refunded, and a jar of bath salts arrive in smithereens. This time the item ordered did arrive, although the chap complained to my face that couldn't find me (I'm on a main road).
I'm going to cancel the beauty drop, as the additional £5/month is not worth the cheap delivery service offered, poor communication & the lack of concern when you contact to say that £200+ of bedding has gone AWOL. It just beggars belief why a high end store would use the cheapest, least trackable delivery option out there.
Compare to Selfridges where free delivery means DPD, option of a parcel locker and you can specify the date and time! Looking at the comments, I'm clearly not the only one, let's hope that Liberty actually take some notice. There's no point being a premium store if you use bargain basement delivery.

Unfortunately my item didn't arrive. Sent an email and resolved immediately. Great service

I needed additional fabric for a project I was doing. I had been trying for several years to locate a vintage Liberty fabric and failed. Just recently I happened upon AI and it pointed me in the direction of Molly and her team at Liberty who were of tremendous help. They were able to ascertain the year my elusive pattern was produced and have given me advice on how to source additional fabric. A great experience from start to finish and all free of charge. *****

I picked up some plates from Liberty and it was a very straightforward process. I was told where to collect the package from, Aasiya, the member of staff who got my package, was very helpful and gave me a bag which was essential! I can definitely recommend the whole online purchase and collection service from Liberty. 5 stars.

The customer service that I have received from Liberty has always been exceptionally good with helpful and friendly staff easily available to answer or put right any queries. Definitely my favourite London Store.

Always quality goods and first rate customer care

I recently purchased several pieces from Liberty's Hypernova 150 capsule collection and initially had a disappointing experience when my orders arrived in damaged packaging, with the contents exposed. Given the quality and heritage associated with Liberty, I was understandably concerned.

However, what really impressed me was the way Liberty responded once I raised the issue.

Keren from the Customer Service team handled my complaint with professionalism, patience and genuine care. She took the time to revisit all of the concerns I had raised, ensured that the matter was reviewed by senior management, and worked hard to find a fair and thoughtful resolution. At no point did I feel dismissed or treated as though my concerns were unreasonable.

Liberty refunded my delivery charges, arranged for three Liberty garment bags to be sent to me to replace those that had been missing, and provided a goodwill voucher. Keren also addressed my outstanding order and ensured that my feedback was passed on to the relevant warehouse and despatch teams to help improve the experience for future customers.

Whilst my initial experience fell short of the standards I associate with Liberty, the quality of the customer service I received afterwards genuinely restored my confidence in the brand. Complaints are an inevitable part of retail from time to time; what matters is how a company responds when things go wrong. In this instance, Liberty listened, took ownership and made every effort to put things right.

A special thank you to Keren for her prompt attention, kindness and determination to achieve a resolution that felt fair. She turned what could have remained a disappointing experience into a very positive example of excellent customer care.

Thank you, Liberty.

I had an issue with a faulty perfume atomiser. I sent an email to the customer services and a new one is on its way. A very professional service.