Disappointing Posh Shop Customer Service - Liberty

[MsArseBiscuit]

With apologies for being a spoilt old bint, but I need a moan.

I made the terrible mistake of ordering from Liberty again after what we shall call The Kinky Knickers Fiasco ( it took 4 months for the said Mary Portas underpinnings to arrive, and yes, I know about the supply problems but there was zilch communication from their customer service department. For four months. )

Aaaaaanyway, I wanted to buy some Aesop handcream as a present for my lovely neighbour's birthday plus some fancy make up for her daughter's birthday, and, as luck would have it, Liberty were advertising an ultimate beauty gift with purchase - 200 quid's worth of products as long as you spent £125.

The first hurdle was getting the 'gift' to appear in the basket, it kept disappearing, which was odd and didn't show when I checked out, despite my order fulfilling the criteria, so I emailed customer service to ensure it would be included, they answered that it would but there had been a few complaints about it being somewhat elusive.
Hurdle 2 was waiting a week for it to arrive, I hung on until the day before the birthday and emailed again, only to receive a message that 2 of the ordered items were out of stock, did I want to wait for them to be back in stock and receive the order in full, including 'gift', cancel the postponed items and not receive the 'gift' or substitute the items - I said I wanted to wait as I'd need to make other arrangements now for my friend's birthday present anyway. So, no apology but a dispatch email saying that the order minus the delayed items was on its way. Then another email saying the delayed items had been removed from the order altogether and my card would be refunded.
I have asked for clarification from Customer Services as I'd been under the impression I'd requested for the order to be delayed so I could receive it in its entirety and so far have been studiously ignored.

I know this is all a bit self-indulgent but (a) I'm really disappointed in their service (b) I feel somewhat messed about and (c) if they don't pull their collective fingers out, I will feed my niche beauty product obsession elsewhere in future.
I know that someone on here recently recommended Liberty's fragrance department, and although the products they sell are great, I'm not convinced by the reliability of their online service. Has anyone else had similar issues ?

[Itsgottabebags]

Ring them and tell them and send a strongly worded complaint.

[Cartoonjane]

I would be annoyed too. Keep at it until ou get them to see what the problems are and what you want.

[MarshaBrady]

In store in Liberty is great. But I have the same doubts about their online service.

It really feels like a website with the ability to order rather than a good online store.

[oldqueenie]

SPOOKY Mrs AB!
I was just coming on here to moan with my crepey mates on the crepey thread about the MADENNING experience I've had of trying to get this shambles of a shop to make me some blinds. It's been unbelievable. I chose fabric and they measured up for three blinds over 3 MONTHS ago. toady after 500 emails and a further measuring visit they tell me they cant make them?? I am still completely unclear as to why it should apparently be impossible for a curtain and blind making service to make some blinds but apparently they are concerned about "moisture issues" in respect of a bathroom blind and have decided (after 3 MONTHS) that they are unable to make roller blinds for two sloping windows in an attic bedroom. Beyond belief. Did i mention it has taken them 3 MONTHS to NOT MAKE MY BLINDS?....

[MsArseBiscuit]

Ittsgottabebags, I was hoping to avoid having to ring them as ( and this sounds ridiculous, I fully accept it does ) I feel a bit awkward about them being so posh and me being not at all posh. In my last email, I said that I wanted to know what the problem was, that the whole order has been a shambles and that I would be taking it further if they withhold the 'gift' as a result of their poor stock control.

Cartoonjane, I did think I might be overreacting but I've tried to be patient and they're just messing me about.

Marsha, that's the thing, I visited the store for the first time earlier this month and it was excellent, the assistant on the Chantecaille counter was especially fabulous, and gave us loads of samples. The website seems to be utterly amateurish, especially if they see themselves competing with Harvey Nichols and Selfridges, both of whom, in my experience provide an excellent online service.

Oldqueenie, I thought it was just me, it's like banging your head against a brick wall, isn't it ? I mean I know I'm not fricking European minor royalty or something but this was 130 odd quid, you'd think they'd make some effort and I can't imagine your blinds were going be a bargain basement price. What is up with them ? Perhaps we should organise a two angry women sit-in protest with giant placards.

[MarshaBrady]

I know, you're right MsAB. Hardly any stock on there for a start. So random.

I was invited to go in once to give feedback to the head of marketing (although even then she didn't show! in the letter but no show) so to some marketing dude I said, your website, it's so behind.

They should have listened!

[MsArseBiscuit]

The two items that were out of stock, Marsha, were an OPI nail polish and another less well known brand of nail colour, both listed as in stock when I ordered, so hardly some weird, out-there, specialist product. I think if the Head of Marketing couldn't be arsed to be there for feedback, it pretty much speaks volumes about their commercial approach.

[MarshaBrady]

He looked very keen do implement some new ideas about customer loyalty schemes. But then I didn't hear back. Perhaps he got the axe!

[MarshaBrady]

It is such a shame too. Because in store is gorgeous as you say.

Especially the beauty part. And I'm always served by a man that has been there for years and years in the clothing bit. It's so nice. But the website lags way behind.

[SleepyFergus]

Their website is shambolic. I also had ridiculous treatment in store when trying to use gift cards. You'd think I'd tried to pay with alien shit given their confused and disgusted expressions, and then suffer their incompetence when no one know how to process a sale using it. I will not be rushing back that's for sure.

[MsArseBiscuit]

Rather ironically, Marsha, I'd just joined their general and beauty loyalty schemes, I loved the store but I don't want to have to trek into London every time I want something.

[MsArseBiscuit]

Let's hope, SleepyFergus, that someone from their management will start to pay attention. I noticed that they have some new big cheese who was originally at Bergdorf Goodman in New York, I can't imagine that New Yorkers would put up with this kind of service.

[MarshaBrady]

They'd have to do so much wouldn't they to get the online service going.
I hope the new guy does it. He sounds good.

[oldqueenie]

they have no hope of providing a decent website if they cant even make some bloody blinds...

[MsArseBiscuit]

Did they apologise at all, Oldqueenie ?

[Itsgottabebags]

Are you on Twitter OP? If so tweet them.

[MsArseBiscuit]

I might try that, Itsgottabebags, despite my only other proper tweet being a complaint about Royal Mail so I look like a right moaning old bag.

[Tweet2tweet]

Exactly the same happened to me and they really messed me about. Don't be put off calling them, they are not posh but use this to try and get away with a bad service.
I spoke with Customer Service and they confirmed all was their fault and that there online system is 'under development', that was about 6 months ago so it still sounds like they haven't sorted it out.
Customer Service were useless so I asked to speak to Head of Customer Service after they suggested I pay more for the same product that they had told me was out of stock when was reduced. Gave my number and asked her to call me as I am a busy professional who doesn't have time to chase them! Again, useless.
Basically I informed, in writing (email) them I would contact CEO directly and guess what....order fulfilled for same price and delivered the next day.
The store is lovely, the web services are a joke. One of the worst online retailers I have come across and has ruined my image of what I once thought was an exclusive 'treat' store. Use John Lewis' instead!

[Stevie77]

Without reading all the replies, you need to open a can of whoop-ass on Liberty. And that's putting it mildly.
I have no doubt that with some clever google-ing you can find out the names of their Sales/Marketing Directors and send very strongly worded letters. Failing that, I would go above that level to CEO (or MD etc).

[MsArseBiscuit]

It's certainly looking like they have a real track record of poor service, Tweet2tweet, I thought I might just have been unlucky. Surely they will realise that they're damaging their brand and losing good will if they can't operate at a reliable and professional level.

[MsArseBiscuit]

Thank you, Stevie, I'd already googled the name of their new MD but I'll do some more investifgating and ready my can of whoop ass.

[Tweet2tweet]

I'm happy to send you Customer Service Team Lead and Customer Service Manager name and email as I still have a record of my correspondance. I don't want to post them on talk as this may be a bit unfair to the staff members if their details are shared publically.
You do have to be persistant with them and it took me about 1.5 months to get it all sorted out.

[MsArseBiscuit]

Thank you, that would be great Tweet2tweet, I sent a strongly worded email to the general customer service address first thing this morning - no reply and no order yet. It appears they don't actually give a flying one.

[Tweet2tweet]

Just sent a message to your mumsnet mailbox

[MsArseBiscuit]

Thanks Tweet, I'm donning my ass kicking boots ....