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
Created with AI, based on recent reviews
What people talk about most
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
Company replied
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
Company replied
Company details
- #10 of 21 best companies in Department store
- #243 of 591 best companies in Clothing Shop
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
995 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 34% 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 is excellent
Customer service is excellent. Patient and helpful in resolving an issue with an order.
15 July 2026
Unprompted review
Reply from Liberty.
Joanna, thank you for your lovely review. We're so pleased our team was able to help resolve your order issue and that you felt supported throughout. Feedback like yours encourages us to keep delivering the level of service we always strive for.
The Liberty Customer Service Team
Fantastic customer service… I had a…
Fantastic customer service… I had a problem with my beauty drop box… another box was immediately shipped out. Thankyou
15 July 2026
Unprompted review
Reply from Liberty.
Tracy, thank you for taking the time to leave us a review. We're so pleased our team could get a replacement Beauty Drop on its way to you straight away and get everything sorted quickly. We hope you enjoy your Beauty Drop!
The Liberty Customer Service Team
⭐⭐⭐⭐⭐ Outstanding Customer Service from Ella
⭐⭐⭐⭐⭐
I received outstanding customer service from Ella at Liberty.
My Liberty Beauty Drop was mistakenly delivered to my previous address. Ella contacted me promptly to confirm my current address, arranged for a replacement to be sent via DPD, and even provided the tracking number so I could follow the delivery.
She also confirmed by email that my shipping address had been updated on my Liberty account to prevent this happening again.
Ella was professional, efficient, and kept me informed every step of the way. She turned what could have been a frustrating experience into a very positive one. She is a real credit to Liberty. Thank you, Ella!
16 July 2026
Unprompted review
Reply from Liberty.
Sandy, thank you for taking the time to share your experience. We're so pleased Ella was able to get everything sorted quickly, keep you updated throughout, and help prevent the same issue from happening again. We'll be sure to pass on your lovely feedback to Ella. Knowing she turned a frustrating situation into such a positive experience is exactly what we strive for, and we're sure your kind words will make her day.
The Liberty Customer Service Team
A wonderful beauty session on a very hot day.l
It was a beauty session. I came in feeling hot, sticky and flustered and left feeling relaxed, calm and floating on air!
Delightful, patient staff, luscious products and a luxurious way to spend time in central London.
2 July 2026
Unprompted review
Reply from Liberty.
Chez, thank you for such a lovely review. We're so pleased your beauty session left you feeling relaxed and refreshed. We'll be sure to share your kind words with the team - they'll be delighted to know they helped make your visit such a special one.
The Liberty Customer Service Team
Excellent customer service from Liberty…
Excellent customer service from Liberty and very helpful member of staff. The issue was dealt with promptly and with a positive outcome!
15 July 2026
Unprompted review
Reply from Liberty.
Pia, thank you for taking the time to leave us a review. We're so pleased our team was able to resolve everything quickly and leave you with a positive outcome. It's exactly the level of service we always strive to provide.
The Liberty Customer Service Team
Excellent
I’ve always had excellent customer service from Liberty. They can’t do enough for you.
16 July 2026
Unprompted review
Reply from Liberty.
Thank you for your continued support. It's so lovely to hear you've consistently had such positive experiences with our team. Looking after our customers is always our priority, and feedback like yours encourages us to keep delivering the service you expect from Liberty.
The Liberty Customer Service Team
Went beyond expectations to fix problems
After a very frustrating initial experience ordering online from Liberty, Graziano went beyond my expectations to put things right, and restore my faith in Liberty. If I was just rating him, this would definitely be a five star review, but I've dropped one star to account for the experience leading up to his involvement. Happy with the eventual outcome, happy with the beautiful fabrics, and happy to shop with Liberty again in future.
13 July 2026
Unprompted review
Reply from Liberty.
Thank you for giving us the opportunity to put things right. We're sorry your experience didn't get off to the best start, but we're so pleased Graziano was able to restore your confidence and help turn things around. It's wonderful to hear you're happy with the outcome and your beautiful fabrics, and knowing you'd shop with Liberty again is the best feedback we could ask for. We’ll also take your comments on board as we continue working to improve every part of the customer experience.
The Liberty Customer Service Team
Great customer service with prompt…
Great customer service with prompt response and satisfactory results.
14 July 2026
Unprompted review
Reply from Liberty.
Thank you for taking the time to leave us a review. We're so pleased to hear our team could respond quickly and get everything sorted for you. It's exactly the kind of experience we always aim to provide.
The Liberty Customer Service Team
Excellent customer service as always… THANK YOU
Excellent customer service as always from Liberty. My parcel had gone astray and Stephanie immediately responded advising a replacement would be sent. The replacement arrived the next day. Liberty is my favourite go to store and the way they look after their customers is always first class. Thank you.
14 July 2026
Unprompted review
Reply from Liberty.
Thank you so much for your continued support. It's lovely to hear Stephanie was able to step in quickly and get a replacement to you without delay. Knowing we're your go-to store and that you consistently feel well looked after really means a lot to the team. We hope you enjoy your order, and we look forward to welcoming you back again soon.
The Liberty Customer Service Team
Slight problem with the Beauty Box drop…
Slight problem with the Beauty Box drop - one of the products had emptied covering the contents. Contacted customer services by WhatsApp quick chat couple of pics and immediately organised a replacement box to be sent. High quality customer service exactly what you’d expect from a quality organisation.
14 July 2026
Unprompted review
Reply from Liberty.
Mark, we're so pleased our team could get everything sorted quickly over WhatsApp. Your feedback is a lovely reminder of what we aim for every day - making things right quickly and keeping the process as easy as possible when something doesn't go to plan.
The Liberty Customer Service Team
very efficient and friendly
very efficient and friendly. Offered lots of help and had solutions, many thanks
14 July 2026
Unprompted review
Reply from Liberty.
We pride ourselves on providing fast, friendly and efficient service, so we're so happy to hear about your experience. We'll be sure to share your kind words with the team as they will be so pleased to hear your feedback.
The Liberty Customer Service Team
Great Customer Service
Great Customer Service
It makes such a change to be able to say something positive when dealing with customer service, but in this case a beauty drop that arrived with a leaky product, and the whole box was instantly replaced. Shout out for Kaajal in the Liberty team - you are doing a great job!!
15 July 2026
Unprompted review
Reply from Liberty.
Thank you for taking the time to leave us such a lovely review, Noel, and for your continued support over the years. We truly appreciate your trust in Liberty and look forward to welcoming you back again soon.
The Liberty Customer Service Team
First point of contact was via What’s…
First point of contact was via What’s app and was AI so my heart sank to start with as liberty normally so wonderfully old fashioned and I used to ring them up ! Anyway it couldn’t help so it emailed a real person.
Was completely happy with speed of reply from customer service real person which was on same day and pleased with the information given back.
15 July 2026
Unprompted review
Reply from Liberty.
Kathryn, thank you for taking the time to share your feedback.
We're pleased to hear our Customer Service team was able to respond quickly and provide the information you needed. We also appreciate your honest comments about your first experience with our AI assistant.
We know every customer has their own preferred way of getting in touch, which is why we offer a range of contact options, from AI and WhatsApp to speaking with our Customer Service team directly. Whatever works best for you, we're always here to help.
Thank you for your support, and we hope to welcome you back to Liberty again soon.
The Liberty Customer Service Team
Truly awesome customer service
14 July 2026
Unprompted review
Reply from Liberty.
Paul, thank you for stopping by and sharing a five stars review. We truly appreciate it.
The Liberty Customer Service Team
Web purchase problem resolved
There was a problem ordering a Gift Card from their website, which is why I didn't award 5 stars . I complained by email to Customer Services, and had a detailed helpful response within 24 hours which helped me to solve the issue.
14 July 2026
Unprompted review
Reply from Liberty.
Thank you for sharing your experience with us. We really value feedback like yours, as it helps us continue to improve. We're glad we had the chance to resolve the issue for you, and we look forward to welcoming you back to Liberty again soon.
The Liberty Customer Service Team
Liberty is overall fantastic
Liberty is a fantastic store, and I do most of my shopping with them online. I’m also a member of the Beauty Drop, which I would highly recommend – it’s a great way to discover new products.
I’ve only had one issue, when my Beauty Drop box arrived with an item missing. I contacted customer service straight away, and they responded incredibly quickly. They arranged for a replacement box to be sent without any hassle.
The whole process was handled efficiently and professionally, giving me complete confidence when ordering from Liberty. Excellent customer service and a great shopping experience every time!
14 July 2026
Unprompted review
Reply from Liberty.
We're so pleased to hear you're enjoying Beauty Drop and that, although there was an issue with your latest box, our team was able to put things right quickly and without any hassle.
We look forward to welcoming you back to Liberty again soon.
The Liberty Customer Service Team
Ive had a wonderful experience at…
Ive had a wonderful experience at Violetter FR the other day. Giulia, who gave us a masterclass, was most knowledgeable, caring, attending to your personal make up needs, and advised on the right colour for my specific complexion. I feel the brand and the team are more towards one enjoying their products rather than "sales". lovely team and I keep coming back! :)
30 June 2026
Unprompted review
Reply from Liberty.
Cristina, thank you for your outstanding and thoughtful review. We're so pleased to hear you had such a wonderful experience at the Violette_FR masterclass. It's lovely to know Giulia took the time to offer personalised advice and helped you find the perfect shades for you. We'll be sure to share your kind words with Giulia and the team – they'll be delighted to hear your feedback. We look forward to welcoming you back to Liberty again soon.
The Liberty Customer Service Team
An item was missing from Liberty beauty…
An item was missing from Liberty beauty drop box. I messaged Liberty on whats app, they responded very quickly, solved my problem the next day. I’m very satisfied with their service.
14 July 2026
Unprompted review
Reply from Liberty.
Thank you for taking the time to leave us a review. We're sorry to hear an item was missing from your Beauty Drop, but we're so pleased we were able to get everything sorted quickly for you. We strive to offer a fast and seamless service for our customers, so it's wonderful to hear this was your experience. Thank you for your kind words, and we hope you enjoy the rest of your Beauty Drop.
The Liberty Customer Service Team
Kajaal at Liberty showed top quality…
Kajaal at Liberty showed top quality customer service. She got back to me quickly and sorted out my issue with no hassle. Very helpful and easy to deal with. Thank You!
14 July 2026
Unprompted review
Reply from Liberty.
We're so pleased Kaajal was able to resolve your issue quickly and make the whole process as straightforward as possible. Providing responsive, hassle-free support is exactly what we aim for. We'll be sure to pass your kind words on to Kaajal – she'll be delighted to hear them.
Thank you for choosing Liberty, and we hope to welcome you back again soon.
The Liberty Customer Service Team
Best customer service I’ve encountered…
Best customer service I’ve encountered in a long time. Worth shopping here because of it; it’s like going back in time to when customer service was gold standard for large retailers. Having experienced poor customer service from retailers previously proud of it as a selling point, it’s refreshing to find that excellent service still exists!
15 July 2026
Unprompted review
Reply from Liberty.
We always aim to make every interaction a positive one, so your feedback is incredibly rewarding.
We'll be sure to share your kind words with the team. We look forward to welcoming you back again soon.
The Liberty Customer Service Team
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