Libertine Parfumerie

Online store sucks, go to the boutiques in person. Online guys suck!

Wow! Would highly recommend this company! Express post delivery and 4 beautiful free samples! Will shop here again. Show details

Great customer experience – When things go well it's easy. But the best measure of a company is how they come back when things go wrong. Long story short, Lee and Ash have recovered this customer through excellent customer service when things went skew whiff with delivery instructions and were headed south - rapidly. Lee apologised on the phone, didn't try to make excuses,… Read more

acknowledged things were missed and gave me time to read his email from yesterday which I had missed. I then got back to him with issue resolution and on we go. This is how it should be and praise where it's due. Other fragrance companies could learn from Libertine. This whole episode has increased my confidence in Libertine - and that's not always an easy thing to do. Next order will be placed tonight or tomorrow. :)

Great experience – After a very disappointing experience trying to purchase a fragrance elsewhere, I went to Libertine, New Farm, to get it, even though it wasn't on sale there. The service from the young lady was excellent. She new the products and was absolutely delightful. I left very happy with my purchase as well as very happy with purchasing at Libertine.… Read more

I also think it's great to be given samples of my selection, to make sure I'm happy before opening the product, and am able to take it back if I'm not.

Poor inventory management – I was after a fragrance for my wife for Christmas, found it at libertine. Purchased instore, with free gift wrapping, perfect. However when my wife opened the gift I found I had been given the 50ml bottle instead of 120ml, which I had paid for. Had to wait until the 9 Jan, when they had reopened, to be told that they don't sell the 120ml. This… Read more

was cleared up after they reviewed their records and I was refunded the difference. My wife was annoyed not being able to use the fragrance, for that time, as she assumed she would be needing to swap the item.

The absolute worst – 3rd day, item not dispatched. They hardly get that many multiple item orders to have such a backlog?! I’m in Sydney they’re in Sydney. It’s embarrassing. Earlier today at 4.30pm I called and eventually was told it’s next in line but warehouse won’t open until tomorrow morning at 8am. Tomorrow is Friday meaning I won’t get it til Monday. It was… Read more

intended to be a gift for tomorrow and I ordered with them as I was sure it would be here… the website says they dispatch within 2 business days using express delivery, ordered at noon on Tuesday so I calculated it should arrive Friday morning. Not only that but when I called the 1800 phone number I was given options 1 for payment 2 for dispatch enquiries 3 for other. A lady with a French kind of accent provided the most appealing customer service I’ve ever had. I gave her my order number and slowly she checked my name, which is rare, address, phone number, email - I’m like I gave you the order number you read out my name can we get to the point of my call like wth. Anyway I say my problem and she tries to say it’ll be delivered in good time that it was in keeping with what she perceived to be a decent timeframe and after I quoted their shipping policy from website, my next question was answered with a dumb comment like ‘you know the website’…. ! WTH? I had to keep asking sorry excuse me what? as her comments were done really fast and whispery so after she kept dismissing the long time taken to dispatch I just asked to speak to someone in the warehouse. She was not helping and in case it was dispatched and I didn’t receive an email… and also wanted to know if I could just pick it up seeing as it’s only 11km from my place and it would be cheaper than buying a new gift - which I now did not have the time to do. So she finally put me on hold and came back to say it would be going out first thing. Now I know she didn’t ask if I could pick it up - I just know that from the call - and it is needed for tomorrow anyway with odd sudden enthusiasm she says’ yes yes you can definitely come pick it up, for sure not a problem!’ and said probably not possible this time to organise a courier - thinking of Uber package I said I could organise now, she replied warehouse is closed. So I’m like ok do I call tomorrow morning and organise that to which she responds with I don’t know I don’t work for libertine perfumarie.

!!!!!!!!!!!!!!!!!!!!!!!!!!! WTH. WT absolute F?????????????????????

Then it’s as if I’m out of line for asking her anything to begin with. She just sounded like she was off her head the entire call. This basic enquiry took 10 painful minutes and instead of an apology at the end when i said this is the most effed up experience of customer service I’ve ever had, she only had to remark about it being recorded (yet nothing to inform me of that prior) and what a gorgeous person I am because i said it was ’effed’ up. Honestly. 10 minutes I had spent being very patient. Grow the screw up lady. Will most likely cancel the order if I can figure out where i do that. Probably have to email someone working in maccas or somewhere else unaffiliated. Atrocious beyond belief. Afterword discovered their perfume is the same price as Myer and other places like Myer stocked the perfume set. It’s unfortunate I came across libertine perfumerie.

One of the best customer service I've ever had – Received my other within a few days. Bought the desert eau de toilette and a candle but also received a lovely hand written note and a range of assorted samples. Definitely will only be shopping for fragrances here.

Bad customer service as others stated – I made a query about whether they can do a stock transfer to Sydney Myer. They replied with an e-mail that was obviously thoughtlessly written (containing grammatical errors) and suggested I contact Sydney Myer. The whole reason the customer asked for a stock transfer is he has already been to Sydney Myer and now this customer service is sending… Read more

the customer into an indefinite loop.

This place sells some of the most well-known, expensive perfumes in the world, and the customer service is shocking. I don't see why it is so difficult to transfer stock to a physical store, this must be something they have to do as part of their normal business operations.

Very good – I have only bought from this store once my order was shipped out within 24hrs, if you need help they have a 1800 number you can call, they don’t respond to emails readily. Show details

Beautiful Beautiful Soap – This is a wonderful company! The range of products are excellent. My parcel arrived this morning beautifully packed and the samples so generous. Show details

Customer Service After Sale Is Terrible – So I purchased Matiere Premiere Encest Suave 100ml from Libertine on Black Friday. I opened the packaging and somehow the juice was sprayed right at the first pump and this wasn't a good sight. Yes, the fragrance smells so much weaker than the sample they included and lasts 4 hours then disappeared. I emailed the customer service and they told me… Read more

goods have been opened cannot be returned but how do I know if I receive the faulty bottle without actually opening it. This showed that they didn't even try to read my email and just out right rejected my request even I already told them I was happy to send the bottle back for investigation. So if anyone wants to shop with Libertine please be aware that you are at risk, even the chance is low but if you fall into this case like me they will not help you for that. Considering this is going to be my last time I give my money to Libertine with their terrible customer service.

WAS a huge fan...Not anymore! – I have not only purchased from them on multiple occasions but have written positive reviews and forwarded their online store to friends. I actually thought there was a business in Australia that had lifted the bar, I was very wrong. Lets remember, Libertine is the representative of some of the most luxurious perfumery houses in the world, yet… Read more

when you have a concern or complaint, you are very quickly reminded you're not dealing with these brands, you're dealing with an incredibly inferior operation.

Libertine customer service is terrible for a number of reasons. I personally placed an order on 25 November 2022 (26 November EST) and it was made clear on their website to allow up to 10 days for orders to ship due to Black Friday sales. This does however make one ask;

How many people are packing orders? obviously not enough! Could you not plan ahead and hire staff? Yes!

Regardless to this and regardless to the wait times, the service or lack there of is the problem along with the two female staff I spoke with over the course of a few days. I was advised that the manager is Marta or Martha, I believe from her accent may be South American? I advised her, as a business owner, I wanted to speak to the owner Nick Smart as I would want to know what customers are experiencing, she advised me, "he knows" I asked again to communicate with him and she then advised "that's not possible". I asked how I would communicate with him, she advised me "he reads all emails so he knows everything". In hearing this, I knew all I needed to know, this business has no interest in genuine quality customer service.

I will be contacting the brands I have and do purchase as they may care that their brand image is being tarnished.

My advice, love the products, buy the products just not from Libertine Parfumerie!

Customer Service – I am appalled at the customer service from Libertine Parfumerie. I placed an order on the 26th of November,2022 and was eagerly awaiting my order to be delivered. I observed there wasn't any delivery update from Libertine. I put a call through on the 7th of December, 2022 to be told that the perfume was out of stock. Meanwhile there was no prior… Read more

message to notify me of this before payment/ up until I made the phone call. I expressed my disappointment and the representative I spoke with promised to send my preferred samples in compensation if I choose another fragrance. Unfortunately when I received my order none of the samples promised was included.

Toxic attitude - No stars – Shopping for nearly a decade, I recently went to the New Farm Libertine shop to experience a few brands the business did not carry before, just to be slammed by an atrocious attitude. Do yourself a favour, save time and money, unless you’d love to be pushed by a passionate ‘control freak’ to buy the products that do not sell well and or to buy… Read more

what you don’t like and or what doesn’t fit your need. What happened to the old fashion service? This shop is no longer enjoyable. No time is given to explore and appreciate the complexities of a perfume. Any application is strictly limited and controlled either before or after the purchase, yet no limits on giving opinions without customers’ asking. Merely getting high end products without service is not enough to lighten up the day, and who’s got the time on dealing with unsecured ADPD Post-M woman? Time to move on.

Amazing products & presentation but woeful customer service – I really enjoy Libertine Parfumerie online classes and perfume discovery sets. They do an wonderful job with product information, packaging and presentation. Unfortunately my order from their August birthday sale was missing one of my items. I've emailed Libertine 3 times over 3 weeks to resolve the issue but didn't receive any response. Love… Read more

Libertine but it looks like this will be my last order with them as customer service will not respond when things go wrong.

I love libertine! – Libertine parfumerie is the best perfume store in the country! Their customer service is second to none. Most places will send you 1 maybe 2 free samples with your order, Libertine sends 10+ even if I'm only ordering a travel spray or something inexpensive. They also stock a lot of brands that are harder to find and quite often have specials or… Read more

bonus gifts with certain products. Getting a package from them feels like Christmas morning. Thank you so much Libertine team, keep up the good work.

Poor Service, Uncaring Attitude – Purchased a perfume based on the positive reviews on their site, it was a woeful performer and certainly not worth the amount paid. They failed to ensure the 'Perfume Guarantee' - a sample of the purchased perfume was NOT included (used to allow you to test before opening). Emailed expressing my disappointment and that the Perfume Guarantee was… Read more

not present - no response. Attempted to leave a negative review on their site - review was filtered and not posted. Totally disingenuous. I bought several fragrances back when they were a single store in New Farm - great service then..how things have changed.

Divine experience from beginning to end! – From the second I opened my Libertine Parfumerie delivery, I was delighted with lovely scented luxury wrapping, and so many free luxury samples I felt like all my Christmases had come at once. I bought a bath salt deluxe pack and luxury soaps for my Mother for Mother’s Day, and the free samples that were included like Amouage, Xerjoff, Lubin, BDK… Read more

and Creed - I was absolutely ecstatic and the free express postage meant that I only had to wait 1-2 days from dispatch which is priceless when Australia Post is currently taking weeks to deliver parcels due to ‘Covid’. If you want to spoil your loved one and have Libertine spoil you as well, I highly recommend! I won’t buy my perfumes from anyone else.