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 ?