Liberty London Reviews

Terrible experience with this brand. I wish I'd read other reviews before purchasing! Avoid avoid avoid.

Avoid, especially sales items. Sales are used to sell off items that have been sitting on the store's shelves or in their warehouses for months, possibly even years after the use-by date. I purchased a luxury brand lipstick online - the packaging was worn and dusty. I purchased a bottle of Dizziak shampoo - after a few months the liquid had turned to a slimy, watery consistency as the preservatives had deteriorated. My final (and definitely last) purchase from Liberty was a can of CBD-infused coffee in December 2021 - it had an expiry date of September 2021. The store's quality standards are lower than I'd expect in a local cornershop. Judging from the volume of negative reviews, substandard products and unresponsive customer service is the norm for the Liberty shopping experience. That's a shame.

Couldn't believe when watching this year's liberty Christmas programme how pretentious some of the staff are.
"Everybody should have a bit of liberty in their home at Christmas"
This was a woman clearly not living in the real world £48 for a candle.
Think you should take a look at this snobbery and how your managers come across to the public.
There is people out there that have that amount or less to feed a family for a week.

I placed an order on 29th November and still haven't received it. Every time I ring customer services I'm kept holding for over 30 minutes and when you finally get through to somebody they keep saying that they will look into the matter with DPD as to where the parcel has gone. It's absolutely ridiculous, I thought Liberty's would have a good reputation to uphold.

I have had a liberty advent calander for past few years.
This years is appauling. It contains repeats from last year, sample purfumes I can get at most department shops, agift voucher to spend at liberty,A crushed up make up bag,All the items were duplicates from previous years calenders. Day 25 is usually a candle but not this year!!! What has happened to Liberty?? You will be losing customers very quickly.
No reply when I rang customer service.

lucky enough to acquire a Liberty advent calendar, via a friend of mine, or so I thought.

There are 7 of the boxes empty.

My friend ( Liberty cardholder)has been trying to contact them by phone- cut off every time, and absolutely no response from emails, since Thursday, which was the 2nd December , which was the first empty box.

Really did not expect this type of appalling service from this store TBH

Made a basic error with my order and only when I chased them up did they agree to refund.

Sort it out guys.

Item arrived squashed and dusty but customer service representative was very helpful and acted fast to put this right. I appreciate it.

not hearing from them at all for days after confirming my online order. Not sure if it was even dispatched yet. If you are ordering online, selfridges is way better in terms of efficiency. Would have received my order already if im buying from selfridges instead. (im not related to selfridges at all, just a customer who often shop from uk online department stores)
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Update on 19/10
Order placed on 7oct, til now i still have absolutely no idea where my order is or whether it has actually beem dispatched. Emailed CS twice and was completely unhelpful. Basically almost 200gbp worth of order vanished after i paid my money. Still waiting for CS to reply again. (took more than 48hrs already). So if you consider to shop from them (esp outside uk), think twice. There are way better options out there to choose from which provide speedy and reliable delivery service + better CS.
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Update again 20/10
CS did not bother to reply the last email i sent them for at least 3 days. Order still went missing and i dont know what to do but to leave an angry comment in the liberty instagram asking for refund. Afterwards immediately get a reply in instagram and also miraclously email reply from the CS called Ellen too within few hours.
So as a tip to fellow angry customers: can try leave comments in their official instagram in order to get CS to reply you. Seem whoever run the instagram can direct your message to the CS person from email - who seem to have great problem in doing her job.

Very useless company. How can you tell me my goods is in port and I cant even get my goods even after 1 month and 2 weeks of coming to Nigeria. When I get my goods , I will not even advise my enemy to use it. Rubbish! To think that d goods I have there is reducing price in the market amazes me. Everyday, the manager be telling me stories. Even the last goods they shipped for me got spoiled

I ordered some fragrances from Liberty and was happy with the quick service and easy to use site.

I would say Liberty had been rather successful and was able up their game with their Gift with Purchase (GwP) on their Beauty & Fragrance department against other online retailers.

The value of the Liberty's GwP was the best I have seen in the UK by far as they also gave away their made-in-italy handbag plus a bunch of premium skincare and fragrances, a mixture of full and travel sizes, which are worth in excess of £800.

Their customer service via webchat was helpful but I would hope to see them taking calls again after the lockdown eases.

Keep up with the good work!

I rang yesterday about no boiler working told too busy as sunday today no idea when calling I'm 74 years old

Appalling customer service, no response on email, claiming they will give me call backs for weeks, people on the phone don’t seem to have a clue. Have spoken to friends with similar issues, they are losing regular customers rapidly. Would be shocked if anyone goes back. Avoid at all costs.

Customer service never get back to you. Also, every time they do a beauty set it runs out..tried adding to my bag for ages and it wouldn’t add, then out of stock.
Why don’t you do enough to last longer than a day online.
I’ve also tried updating my marketing preferences online and I’m still not receiving emails.
I ordered a bath set the other day and they sent the wrong one.
Just a few ways a company like this loses its customers.