Liberty Beauty Drop Subscription Box Spoiler Part 7

[Housewife2010]

Sparkly Strawberry Thief inspired new thread.

They are standing firm on the 10%. Really stingy. Clearly a bad batch of morning chess as I can see issues n insta also. I’ve now spent an hour unbanning the lid and now the pump does not work so total waste of time. Liberty cs has gone down hill. Not impressed. Might get the Dyptique offer and shop elsewhere!

10% off is terrible, they're asking you to accept a faulty item. I didn't go for this kit as wasn't wild about the last one but I keep getting emails saying they've saved my basket to check out now, and it's full of pricey things I did not put in my basket...disconcerting to say the least.

It's very poor that so many of us have had issues with missing or damaged items! How hard can it be to make sure each bag contains what it's supposed to contain?

Anyway, having said that, I've just had notification that my missing bottle of Molecules is on its way. Hopefully intact! I think I've been lucky with customer service as its been pretty prompt.

I think this is definitely it for me and BD now, though. I'm not actually very struck on the majority of the perfumes in the set. I suppose I should've realised that a spring/summer collection would be heavy on the vetiver/watery unisex styles, whereas I tend to like my 'fumes with a bit more warmth, heft and depth. Hey ho - at least ds will be happy with all the little gifts that will be coming his way!

10% rubbish for no Morning Chess! Very annoying. Sorry to report it’s beautiful.

I'm absolutely furious with Liberty this morning. I'd posted last week that the fragrance only cost me £5.50 after applying beauty drop credit and various vouchers. Well, I just checked my credit card statement and they've charged me the full £85.50! I double-checked that the vouchers had been applied before completing check-out and there was definitely a balance to pay of just £5.50. I almost took a screenshot as i know they've been having trouble applying vouchers but decided it wasn't necessary. Obviously I regret that now. I've logged into my account (after having to change my password) and my beauty drop credit is still there thankfully. I still need to check the vouchers but I'm assuming they'll still be ok to use too as it seems they just removed all the vouchers when I actually paid.

I'm going to complain but I very much doubt they'll do anything. Still waiting for my missing perfume to be shipped too.

When is the best timing for me to cancel my beauty drop membership so I still get July's box? My payment for this month has already gone out so I feel like I may as well make sure I get it. Do I cancel as soon as it's dispatched?

Liberty need to do a few things

• Stop using Amazon - we all know some things are mysteriously disappearing into the ether at the depot - and I suspect the ether involves Internet and vinted.
• Wrap things up nicely - people don't want to pay £100+ for something that comes in brown paper as if they couldn't care less
• Sort out their tech - it seems to have gone to sh*t lately
• Improve problems with things being out of stock after order by updating the system when things are ordered not after they're sent out
• Placate their customers - they do this when something goes wrong with the BD by immediately sending out another. They couldn't' necessarily do it with kits as they run out fast but offering a derisory discount for damaged / missing stuff is not the way forward people want a direct replacement. If they've run out of Morning Chess what's wrong with offereing another from the same ranges.

Basically they are not set up to cope with distance selling. I may well keep the BD as I actually enjoy the boxes but I'm not sure as they seem incapable of dealing with the basics. I'm actually considering an annual trip to the shop as it's probably less stress than dealing with them online

Their competitors cope why can't they?

Hear hear to stop using Amazon. I hate how their stuff arrive from online, boshed about and left outside. So I don’t order online at all.

My Thameen Bravi came faulty….it was missing about a quarter of the bottle and you could see around the lid and spray part it had leaked and evaporated. I haven’t contacted CS as I’m not sure I could really be bothered, but after everyone having problems with one thing or another I may change my mind.
I have become a bit complacent about BD being actual money…so have probably accepted some of the ongoing issues!

@SwordBilledHummingbird that happened to me too. I contacted them on WhatsApp and they took the credit from my beauty drop and refunded me the £80 to my PayPal without any issues at all.

@RJnomore1 Thanks for letting me know, it's definitely worth a try then.

Good luck!

For those of you unhappy with the very stingy discount for the faulty perfume. On trustpilot there is a similar complaint from a customer unhappy with Liberty for offering a paltry amount for a comparable issue and CS have then responded offering a further 20% and apologising for the experience. Might be worth trying on there?

I think the problem is that these days there are a substantial number of dishonest people who quite deliberately buy expensive items (not just from Liberty) online in order to falsely complain and claim money back, replacement items, further discounts etc etc and then sell the extra or even the entire original on eBay/vinted. These are the people that we should be raging at as they have spoiled the good customer service trust that we all used to enjoy and that, I'm sure, places like Liberty liked to provide.
It's a very difficult situation for all retailers and my personal worry is that if the cheats get too prolific they might even decide to stop or massively reduce online shopping. I do hope that you all successfully get a replacement or refund as there's nothing worse than receiving long-for luxury items that are damaged or missing bits but please don't take it out on the customer services staff (no I'm not one!) without realising they must have a very hard job these days.

please don't take it out on the customer services staff

I don't think anyone here has done that.

I wish I had taken morning chess in to the store next time in london now. I do get that there are dishonest people who take advantage. It is what it is. It’s a shame it could be why customer service is being so stingy and does not present the company in a good way for honest folk.

@Primrosespaw I absolutely agree -these people are ruining what should be an easy fix for the rest of us when we have a real problem -like the morning chess with the damaged lids etc. Access to the physical store isn't a possibility for many, unless once a year as you say, so customer service are going to have to find a way to help the honest while rejecting the cheats. I think by applying a one size fits all approach they are risking genuine bad feeling. I'm not really sure what the answer is, so much has to go on trust. I loathe the cheats- you might have guessed!! But also something needs to be done to help when things arrive damaged and missing (as they always will - cs must realise that there will always be a percentage of faulty items through mispacks at source and then with the couriers).
I really hope you get a replacement -I find it hard to believe they can't source one as the Morning Chess is a fairly regular item in these kits and advents. Perhaps they will put one on hold for you??

@Helenloveschat a disappointing situation for sure and does taint Liberty a bit. A shame as I’ve been both an online and store customer for years. This is the first real issue I’ve had with them. They are absolutely not budging on a replacement. I’ve been fobbed off by a senior CS with apologies they can’t provide a replacement or similar but sometimes requests are ‘out of reach’. I’m going to let it go other than to write a review on trust pilot.

@Primrosespaw and this is where they are going so badly wrong. What a shame they can't see a way round this. And how absolutely maddening for you -I'd be hopping. I hope they do read these threads and see that they really need to find a solution to these ongoing issues with supply. Very sorry for you.

For the amount of perfumes - plus the bag £85 was good imo. One of my perfumes wasn’t full either but I decided not to email as overall everything was lovely and I do feel a bit for customer services tbh.
I think Liberty service is good I did email once about a home wear item and they replaced it immediately. I’ve also not had any problems with delivery.

I do think they should replace faulty items though.

i noticed they are quite a few perfumes on vinted - including whole kits. Such a shame for people who missed out on the kit.

My kit has allegedly been "lost in transit" so I've had a refund. Won't bother again, complete waste of time.

Sure some customers will be dishonest. But in this case there are loads of people with the same problem.

I took photos of my order showing that the bottle had leaked and some of the packaging was damp. I'm still waiting to hear if they will replace the bottle, and it's either that or a 15% refund (up from the original 10%). The kit couldn't be sold by me or liberty. The packaging of the other perfumes are damaged and I'm not sure if the bag can be used, I haven't tried washing it yet. I should probably just return it for a refund but I like quite a few of the fragrances. All I wanted was a replacement bag (even if it wasn't the same as the original) and I replacement perfume.

If they stocked up more on this one kit more people could have got and you would’ve just had a simple replacement or exchange. Yes I’m bitter I missed out again on a perfume kit because I was a day late in reading emails 😏

I've checked that my vouchers still work (yes) and have emailed customer service for an update on the missing perfume and to request that they refund me what should have been taken in vouchers and beauty drop credit, obviously taking it from beauty drop and the vouchers. I don't know if they can do that with the vouchers but one was a £5 Liberty loyalty birthday voucher, which expires at the end of the month, so I'm hoping so as I won't be able to spend it otherwise. The other voucher has a year to use so I'm less concerned about that one.

I had a phone call from Liberty today about refunding my credit card for the amount that should have been beauty drop credit and vouchers. I rang them back (because I'm not giving out my full card details to an unknown person from an unknown phone number) but it's all sorted now. Have to say, I'm pretty impressed with them, they've dealt with this very quickly. Also, they're expecting to get more of the Thameen Bravi in tomorrow so I should receive that soon.