I love finding new brands, e.g. Rothys shoes. These fit really nicely. I had to contact customer services as I wanted to add a liberty carrier bag to my order. They were quick to respond, helpful and... See more
Company replied
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Review summary
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Reviews shaping this summary
I had run out of Emily Belle fabric Crimson and was in a rush to buy a meter of the fabric to complete the quilt. Th colour I wanted did not appear on the website so I sent a request to see if there w... See more
Company replied
Liberty certainly understand the meaning of customer service. I had a few questions about the loyalty scheme and emailed. A reply that answered all my queries, came back promptly and well explained.... See more
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Absolutey great event. Inspiring talk by Trinny, drinks, macaroons, fabulous goody bag and the icing on the cake was John giving make-up tips and showing me the best lip kit for my colouring. Thorou... See more
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Company details
Written by the company
Welcome to Liberty. Famed for its directional design, cultural collaborations and inspiring curation. Our dedicated in-house design studio is still at the core of all that we do, hand painting and creating our beautiful prints, and reworking finds from the 45,000-strong archive. A luxury destination located in the heart of London on Great Marlborough Street.
Contact info
Regent Street 210, W1B, London, United Kingdom
- customerservices@libertylondon.com
- www.libertylondon.com
4.6
Excellent
1K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 35% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Customer Service Experience
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!
6 July 2026
Unprompted review
Reply from Liberty.
Hi Sean, we're so pleased to hear Ella was able to help resolve your voucher issue! Happy shopping! Kind Regards
Terrible and uncaring so called customer care
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 !!!
3 July 2026
Unprompted review
Reply from Liberty.
Dear Tanya,
Thank you for taking the time to share your feedback. We are genuinely sorry to hear how disappointed you were with your experience and that the condition of the products did not meet your expectations.
We appreciate that this purchase was intended as a meaningful gift and understand why the situation was upsetting for you. We also recognise the concern you raised regarding the impact that high temperatures may have had on the products during transit.
When concerns are raised about items being damaged or faulty, we do need to carry out an assessment before we can determine the most appropriate resolution. As part of this process, we requested evidence of the affected products, however we were unfortunately unable to obtain sufficient information to verify the issues reported. This limited the options available to us when reviewing your claim.
While we appreciate that this was not the outcome you were hoping for, the resolution offered was made in line with the information available to us at the time and with our customer service policies. We are disappointed to learn that you felt unsupported during your interactions with our team, as this is not the level of service we aim to provide.
We take all customer feedback seriously and would never intentionally dismiss or make light of a customer's concerns. We are sorry that this was the impression left with you.
Although we were unable to reach the resolution you were seeking on this occasion, we do appreciate you bringing your concerns to our attention and we wish you all the best going forward.
Kind Regards,
Fantastic service
Contacted the archive asking about an old piece of Liberty fabric from my childhood, and was thrilled to get a speedy reply, identifying it and telling me about it etc. excellent customer service especially as I wasn’t buying anything!
4 July 2026
Unprompted review
Reply from Liberty.
Thank you for your lovely review. We're delighted to hear that our Archive team was able to identify your childhood Liberty fabric and provide you with information about its history. It's wonderful to know you received a speedy and helpful response.
We truly appreciate your kind words and are always happy to help our Liberty community discover more about our heritage. Kind Regards
Birthday voucher
Stephanie sorted out my query very quickly I was impressed
4 July 2026
Unprompted review
Reply from Liberty.
Thank you for your lovely review. We're delighted to hear that Stephanie was able to resolve your query quickly and efficiently. We'll be sure to pass on your kind feedback to her.
We appreciate your support and look forward to welcoming you back soon! Kind Regards,
I contacted Liberty a couple of times…
I contacted Liberty a couple of times re non delivery of my order. Each time staff were helpful and pleasant and I got a confirmation email. I wish I could say the same for the delivery company. Amazon. Finally located my parcel a mile away, the other side of the motorway dumped behind the wheelie bin of an empty house
3 July 2026
Unprompted review
Reply from Liberty.
Hi Jane,
Thank you for your review. We're pleased to hear our team was helpful and responsive each time you contacted us regarding your order.
We're very sorry to learn about the delivery issues and the inconvenience caused in locating your parcel. We appreciate you bringing this to our attention and will share your feedback with the relevant team.
Thank you for your patience, and we hope to provide a smoother experience next time.
Excellent and prompt customer service
Excellent and prompt customer service. As a Beauty Drop Member, I find Liberty consistently excellent! 👍👍👍
2 July 2026
Unprompted review
Reply from Liberty.
Thank you for your wonderful review. We're delighted to hear you've received excellent and prompt customer service and that you're enjoying the benefits of being a Beauty Drop Member. Your continued support means a lot to us. Kind Regards
Excellent Service
I got such great help from Keren. I’d no doubt I’d get great service from Liberty and it was even better than I expected.
2 July 2026
Unprompted review
Reply from Liberty.
Thank you for your kind review. We're delighted to hear that Keren provided such excellent service and exceeded your expectations. We'll be sure to pass on your lovely feedback to her. Kind Regards
I had the Sunday Riley ultimate glow…
I had the Sunday Riley ultimate glow facial. The experience was fantastic. The treatment room is very relaxing and Ella was a wonderful therapist. I definitely was glowing afterwards and slept very well that night. I love the fact that the facial is redeemable against products, which makes the whole thing feel like good value for money.
2 July 2026
Unprompted review
Reply from Liberty.
Hi Anna, Thank you for your lovely review. We're so pleased you enjoyed your Sunday Riley Ultimate Glow Facial and that Ella helped make your experience so relaxing. It's wonderful to hear you left glowing and felt the treatment offered great value too.
We look forward to welcoming you back soon!
Fabulous customer service
Kylee dealt with my issue, promptly, politely and efficiently. A very positive experience overall
1 July 2026
Unprompted review
Reply from Liberty.
Thank you so much for your kind words on the service provided by Kylee, we will pass on your lovely feedback. Kind regards
Lovely products and great customer support
Liberty has an amazing range of luxury products and their customer support is just as great too.
1 July 2026
Unprompted review
Reply from Liberty.
Thank you for your positive comments, we are so pleased tp hear you like our products and have appreciated the support provided by the team when needed. Kind Regards
Customer service appalling
21 June 2026
Unprompted review
Reply from Liberty.
We're sorry to hear that you were disappointed with the service you received. Please let me know what went wrong either by sending a direct message to our Customer Service team or if you can give me any further details that will help me identify your message, we will be happy to assist you further. Kind Regards
Absolutey great event
Absolutey great event. Inspiring talk by Trinny, drinks, macaroons, fabulous goody bag and the icing on the cake was John giving make-up tips and showing me the best lip kit for my colouring. Thoroughly enjoyed the evening.
26 May 2026
Unprompted review
Reply from Liberty.
So pleased to hear you enjoyed the event and John's helpful make-up tips! Look forward to seeing you at another event! Kind Regards
Love Liberty London
Great selection including items you won’t see everywhere else, nice promotion events, and excellent customer service.
28 June 2026
Unprompted review
Reply from Liberty.
We're so pleased you have enjoyed our selection of products and have been pleased with the service, thank you so much for your positive review. Kind Regards
Absolutely tremendous customer service.
Absolutely tremendous customer service.
There was a serious issue with a delivery.
I was very upset.
Kiyana, the customer service person I spoke with was professional and empathetic. She resolved the issue and supported me to feel heard. That’s so important. Feeling heard.
27 June 2026
Unprompted review
Reply from Liberty.
Thank you for your wonderful feedback. We are so pleased to hear Kiyana was able to support you through a difficult situation and help resolve the issue. Making our customers feel listened to is so important to us, so it is wonderful to know you felt heard and supported throughout. We will be sure to share your kind words with Kiyana.
The Liberty Customer Service Team
Efficient on-line ordering process
Efficient on-line ordering process. Delivery to store at time stated.
Attentive and courteous service on pick-up at the store.
19 June 2026
Unprompted review
Reply from Liberty.
Ian, thank you for your lovely feedback. We are so pleased to hear you had such a positive experience from ordering online through to collecting your purchase in store.
Providing a smooth and welcoming experience is something we are really proud of, so it is wonderful to know we got it right. We look forward to welcoming you back again soon.
The Liberty Customer Service Team
Excellent customer service
Excellent customer service
Natalie and Stefanie were incredibly helpful
Lovely product
26 June 2026
Unprompted review
Reply from Liberty.
Thank you for your five stars review. We are so pleased to hear Natalie and Stefanie were able to help and that you are loving your purchase.
We will be sure to share your kind words with them.
The Liberty Customer Service Team
Gave refund even though I’d left it too…
Gave refund even though I’d left it too long without question. Sent for pickup and processed refund a few days later. Great customer service.
26 June 2026
Unprompted review
Reply from Liberty.
Isak, thank you for taking the time to share your experience, and we hope to welcome you back again soon.
The Liberty Customer Service Team
Reply from Liberty.
We are so pleased to hear you had a positive experience and that our communication met your expectations.
We hope to welcome you back again soon.
The Liberty Customer Service Team
No other store in the world like Liberty
There is simply no other store in the world like Liberty and their customer service is exemplary.
24 June 2026
Unprompted review
Reply from Liberty.
Thank you for your wonderful feedback. We are so pleased to hear you felt the magic that makes Liberty so special. Comments like yours mean so much to the team and remind us why we do what we do.
The Liberty Customer Service Team
I was very happy with the customer…
I was very happy with the customer service staff member, Molly. She is very prompt, solutions-oriented, and communicative. She was able to resolve my issue to the best of her abilities in a timely manner.
24 June 2026
Unprompted review
Reply from Liberty.
We are so proud to hear Molly was able to resolve your issue quickly and to your satisfaction. We will be sure to share your kind words with her. Thank you for taking the time to leave a review.
The Liberty Customer Service Team
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