Liberty. Reviews 

Had an issue with a beauty box delivered. Liberty responded quickly and replaced it immediately. 5* customer service. Love Liberty.

Sometimes things go wrong, but it’s how they’re put right that makes for a great store! The shampoo in my latest beauty box spilled out and coated everything in the box. Liberty’s representative, Dylan, immediately apologised, sent a link for me to send a photo and just after the call I received notification that another parcel is on its way. Can’t fault that for customer service. I already know that the products are great, but now I know customer services are too!

Keren dealt with my enquiry very promptly and I have a replacement on the way to me.
Couldn’t ask for more.

Excellent customer service!

My Liberty Beauty Box arrived damaged due to the courier, but Kaajal at Liberty customer services resolved the issue quickly and professionally. They arranged a replacement without any hassle and kept me informed throughout the process.

It’s rare to find customer service that’s this responsive and helpful. Thank you for making what could have been a frustrating experience so easy. I highly recommend Liberty and wish I had an infinite spend account 🫶🏻

My parcel was delivered to a wrong address.
I sent an email to the customer service
Within an hour I received a email from Shalom and sorted everything
Quick response with the decision.Honestly,I did not expect this!!!!!!
They did in Liberty’s way you made my day Shalom
I feel very happy and you proved me the liberty is one of the top retailers
Thank you Liberty
All the very best Shalom👋🙏
Tharksha

Had a small issue, but it was dealt with quickly & very efficiently by helpful friendly staff!
Kept updated throughout the process too which was great.
Will definitely shop with Liberty again.

This company has consistently dealt with any problems quickly, efficiently and made it a pleasant experience. I have never dealt with a company that has such good customer services. It is rare nowadays.

Fantastic customer service at Liberty, Katrina was very friendly, helpful and professional, thank you 😊

I had a problem with my beauty box and contacted Liberty via WhatsApp. The following morning I got an email with their apologies and a resolution. Couldn’t have asked for a better outcome.

Wonderful customer service from Liberty. Efficient and problem resolved very quickly.
Fantastic.

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.