This Customer Ratings and Reviews Policy (the “Policy”) supplements Liberty's Customer Reviews and Ratings Guidelines (“Liberty’s Guidelines”) and outlines the approach taken by Liberty Retail Limited (“Liberty”) in connection with customer reviews submitted and/or featured on www.libertylondon.com (the “Liberty Website”).
How we collect reviews and ratings
(1) Post-purchase by email
Any customer who makes a genuine purchase from the Liberty Website will be provided with a unique link in their post-purchase email through which they can leave a review for the products they have purchased.
If you have purchased the product as a gift for another person, you are encouraged to forward that email on to the user of the product so that they can submit a review if preferred.
(2) Incentivised reviews (e.g. influencers/sampling)
Liberty may provide unique links to influencers and those to whom Liberty gifts products or samples through which they can leave a review for the products they have received. These incentives are only to encourage those people to leave a review with their honest opinions and feedback, and not to influence the content of the review itself. The reviews can be clearly identified on site by the presence of a badge.
(3) Syndicated reviews
Liberty obtains syndicated reviews from third party service providers. The original source of each syndicated review is clearly identified as part of the review.
Syndicated reviews featured on the Liberty Website comprise incentivised and non-incentivised reviews. Incentivised syndicated reviews will be clearly labelled as such, usually with the wording: [This review was collected as part of a promotion.].
(4) Aggregate product star ratings
Every review that is approved and published to the Liberty Website will form part of the overall average customer rating for that particular product. This includes:
(i) historic reviews left by customers using the “write a review” function on the Liberty Website (which has now been withdrawn);
(ii) reviews submitted by customers using the unique link in the post-purchase email;
(iii) reviews submitted by influencers and those to whom Liberty has gifted products or samples using the unique link provided by Liberty; and
(iv) syndicated reviews (both incentivised and non-incentivised).
Reviews which are subsequently removed from Liberty’s Website will be removed from the aggregate product star rating.
Ratings and reviews are generally posted within two to four business days of submission.
Moderation and Authenticity
Any review submitted on the Liberty website must comply with Liberty's Guidelines. These are designed to protect Liberty, you and other users of Liberty’s website. You will asked to agree to these Guidelines before you post any review.
Third party moderation
Liberty partners with leading software provider Bazaarvoice to collect, moderate and display genuine customer reviews. Bazaarvoice uses both automated tools and human moderators to verify that each review (submitted through a unique Liberty link or from a syndicated source) comes from real customers in accordance with its Authenticity Policy. Their technology is able to identify patterns and compare historical content to detect fake or undeclared incentivised reviews. Reviews will be removed if they violate clear moderation guidelines or Liberty's Guidelines (see below for further details).
If your review does not pass moderation, you will be notified via email and the review will not be published to Liberty’s Website.
What if you see reviews which you believe could be fake?
You can either:
• click the “Report” button on Liberty’s Website underneath the review to report your concerns; or
• contact Liberty’s Customer Services team through our Help Centre or using +44 (0)20 3893 3062.
Any reviews that are reported will be re-moderated by Bazaarvoice. If the review is re-approved and deemed acceptable in accordance with this Policy and Liberty's Guidelines, it will remain on Liberty’s Website. If the review is not re-approved, it will be removed from Liberty’s Website.
Please note that you are unable to report a concern with syndicated reviews through the Liberty Website. Therefore, if you do have any concerns with any syndicated reviews please contact Liberty Customer Services using the details above, or report these via the original website the review was posted on (which will be indicated as part of the review on Liberty’s Website).
When will Liberty remove a review?
If you are reasonably believed to be in breach of the terms of this Policy and/or Liberty's Guidelines, the following actions may be taken:
• you may be banned from leaving any further reviews on the Liberty Website;
• your previous reviews on the Liberty Website may be removed and no longer contribute to any aggregate product star ratings; and
• you may be reported to Bazaarvoice who may remove reviews you have left on other websites which are part of the Bazaarvoice network.
What if you breach the terms of this Policy or Liberty's Guidelines?
Liberty will remove a review in the following circumstances:
• if it is brought to Liberty’s attention that the review is no longer applicable to the product because the nature/characteristics of the product have changed;
• if a review is reported, and following re-moderation is deemed non-compliant with this Policy and/or Liberty's Guidelines; or
• if Liberty, in its sole discretion, deems the review to be non-compliant with this Policy and Liberty's Guidelines.
If a review is removed, deleted or determined by Liberty to be fake, banned or non-compliant with this Policy, that review will no longer contribute to the aggregate product star rating.
The difference between a ‘review’ and a ‘complaint’
Product reviews benefit Liberty’s customers, as they enable customers to understand more about a particular product, compare it against other products and make more informed decisions before purchasing.
Complaints, however, are a way for customers to Liberty know they are not satisfied with a product or service and ask for Liberty’s help in resolving the issue.
Liberty’s Customer Services team is not able to resolve any issues that you raise solely as part of a review. If you would like help or a response from Liberty, please contact Liberty’s Customer Services team though our Help Centre or using +44 (0)20 3893 3062. For more details, please see the Liberty Website.