I bought a safe from Liberty Safe back in August. Carmona's is the delivery agent for them locally. My safe was intended to be delivered this past Friday, but, Carmona's dropped the safe while loading it and ruined it. When they called, I said to just refund my money. Carmona's won't (can't?) because I bought it directly from Liberty. Liberty is now telling me that I need to work with Carmona's. Not only has this been a totally substandard experience, no phone calls, no return calls about my inquiries, no information about ANYTHING from either company. But now I apparently have to go the route of posting 1 star reviews on every platform I can find for BOTH companies to get some of these lazy ass people to take care of the problem they created and refuse to take accountability for. I would caution ANYONE from any purchase or delivery aspect from Carmona's. They absolutely like to just pass the buck on their failings and won't actually take care of a customer service issue. You've been warned. read more

Started when I tried to register my new gun safe, a Liberty Explorer 36. It turns out that the safe actually comes with the missing letter at the front of the serial. They were quick to answer and that is where customer service eneded. I was told "If you place the letter "L" for liberty in front of the serial number it should allow you to proceed with the registration. If it does not, if we can get the following information from you we can register the safe on our end and send you confirmation of that." I returned the information and also the desire to purchase the extended lock warranty as their website wouldn't accept it even though it followed the conditions to extend the warranty. That was on 12/09/2021. I have sent now sent emails on 12/17/2021, 12/17/2021, 01/07/2022/ and 01/14/2022. I also filed a complaint against them on the BBB (I also attached a copy of the reciept so they could see it was just purchased) which today (01/20/2022) was closed with the following message: "This message is in regard to your complaint submitted on 12/28/2021 against Liberty Safe and Security Products, Inc..  Your complaint was assigned ID 16407485. Better Business Bureau has made attempts to contact the business regarding your complaint. We regret to inform you that we have not received a response at this time and this case has now been closed as an UNANSWERED complaint. Because we are not a government agency, we cannot force a business to respond." I went with Liberty because they were highly recommended, I guess the positive reviews I see are from those that have never had cause to deal with their customer service, or been paid to wrote positive reviews. Like many here, If I could leave no stars or even negative stars, I would. I for one will certainly be posting this review on every review site I see their name on including the websites of stores selling their safes. I believe the consumer needs to be aware of the real level of service they provide and not the over-inflated reputation they try to convey. read more

We purchased our Liberty Safe (Colonial Series) from Dan at the Sacramento store. He explained the features of all the different lines of safes and was very easy to deal with - no pressure at all. We had been considering a lesser level of safe from another dealer but decided to spend a little more to get a lot more in protection. Our safe was delivered and installed by Bailey & Pete two weeks later. They were very efficient and also easy to deal with. They installed and bolted the safe to our location. They then explained the combination setting process. This safe is far from a "Heavy Weight" but they made the installation process look easy. I would highly recommend a visit to a store location of theirs as you cannot really see the quality and attention to detail over a website page. After looking at several of their competitors, this safe looks to be excellent & made in the USA. read more

Like many reviews on Liberty Safe, one star is too good for them, but it's the only choice. My wife bought a Liberty Handgun Vault for me for Christmas 2022. On Christmas day, I set it up to work with both my thumbprints and index fingerprints. I also set up a key code to open the box. All of these worked and were entered correctly. The box opened, I placed a handgun in it and closed the door. It worked about ten times before the mechanism on the left side of the box just stopped working while the right one unlocked. After several attempts and valid fingerprints (the green open light lit up each time), the vault would not open. I used the third method, the provided key, to open the vault to retrieve my firearm. The key then got stuck in the keyhole and could not be removed. My wife and I both have contacted Liberty Safe via email, customerservice@libertysafe.com, and their customer service number 1-800-247-5625. On my first attempt on December 27, 2023, it took 3.5 hours for them to return my call after I left my number. I was told by the representatives that they would ship out a new unit and I could return the old one in the new vault's box with a shipping label. After the call, the representative called me back to get my serial number. I read the number straight from the unit. The representative did not believe that this was my serial number. I told her I could email her a photo if she would like. After this call, the representative called back again to get my name and shipping address, again, because she did not have it! The new items was to arrive in 3 to 5 weeks! After waiting a few days, my wife called back only to find that there was no record of my conversation or the new vault to be shipped. She was placed on hold and another call came in from an Idaho area code. She did not hang up with the representative because it took us 3+ hours to get them to call us back. After about 2 minutes on hold, the call was disconnected. She then received an email from a supervisor stating that she called during the time my wife was on the phone with Liberty Customer service but she failed to answer. She then sent a reply to the supervisor that we no longer wanted a replacement as we could no longer trust their products to provide access to firearms if needed. This was the point of buying this handgun vault, safe and easy access in emergencies. Also, we did not trust their customer service to help us. We received an RMA number for the return but no pre-paid shipping label for the return. The shipping for this $220.00 product was going to cost us $61 to return to them. I emailed them two times about the shipping label and received no response. I messaged them on their Facebook profile and got no response. I finally called and waited another 3 hours, on January 10, 2023, and spoke to another representative who told me she would email my wife a return shipping label but it might take a day to receive because "shipping is very busy right now." Well, the day has come and gone and we still have not received a shipping label. Another three-hour wait for a call is coming and I am dreading dealing with them again. I do not trust Liberty Safe to give us a refund on this handgun vault, even if we receive a shipping label in the future, based on their non-existent level of customer service. I recently found out that my local Liberty Safe dealer has gone out of business. In fact, all of the other locations with the same name have as well. Liberty was the only safe brand they carried. I do not know if Liberty Safe is in danger of going out of business but if this is how they treat a customer that bought a relatively cheap product from them, I would hate to have been a customer that purchased one of their flagship safes, had to contact customer service, and had to return it. This is by far the most customer-unfriendly business with which I have dealt in my lifetime. read more

I purchased a safe and all of the accessories for an inexpensive safe only because of my space limits. I noticed I made a mistake and ordered the digital lock instead of the mechanical. I requested to change the order and was told I would have to cancel and reorder. This becomes a nightmare when you're paying with affirm. A bit silly to cancel the order and reorder wasting more time before a safe is delivered and installed especially given the $1100 spent on a $700 safe. The person jozi was also less than friendly about the whole thing via chat. read more

I recently bought a Liberty Fatboy Jr safe based on their reputation and favorable reviews. The safe is very well made and I'm sure it will keep it's contents protected for years. The dealer that sold the safe has been excellent and has worked with me to try to resolve a problem. The dial is chrome with chrome numbers and chrome index mark. There is not enough contrast for my eyes to reliably tell what number is under the index mark. It typically takes 10-15 attempts before I accept the fact that I'm not getting in it today or possibly anytime soon. It is holding my stuff hostage! I emailed Liberty to try to find a solution that wouldn't cost several hundred more dollars. That was about 10 days ago. So far, crickets! No response at all. I'm really disappointed that they've shown so little interest in their customers. UPDATE I called Liberty and told them about the problem I was having and they immediately issued a work order to have the lock replaced. I upgraded to the electronic lock and it has been so easy to use. I should have ordered the safe with it from the start. Problem solved and Liberty gave great customer support. They really should do something about returning emails though. read more

Wildly inconsistent communication, expectations set for delivery of my safe were a blatant lie. I've had to call corporate multiple times to simply get a response from this dealer. Would not recommend buying here to anyone if you want to receive your safe in a timely and customer service centric manner. read more

Terrible customer service. Purchased a new safe as a gift. The safe would not open when unwrapped. Left multiple voicemails over a period of two weeks, with no call backs. Finally escalated to a gentleman that said he would handle it. After four business days, still no callback on how or if the issue will be resolved. A simple call to touch base as to where we are at in the process would be appreciated. Horrible customer service! read more

All I'm going to say is shop other companies cause if you have to use the warranty that liberty offers good luck. I've been lock out for over 2 months and I have to chase down weekly their customer service just to have them B.S. me. It looks like I will have to cut the safe open myself and be at a huge loss but hey remember their "American made" lol what a disgrace to try quality and service. read more

After seeing my review on YELP, the management of Liberty Safes circled back, reviewed employee emails and reach out to me. They offered to send a replacement door seal. A few days later, received a replacement seal via priority mail. In addition to the original style door seal, they sent a version of their new high-tech door seal (in case it fit, I could use it instead). Had they initially responded with the offer of a replacement seal (even at cost + S&H), I would have given them 5 Stars. I am updating my prior rating to 4 STARS, because they did the right thing and corrected the issues caused by one employee. A "CONTACT US" or CUSTOMER SERVICE email on their website would be nice. They need to monitor their emails and respond PROMPTLY to comments and issues. read more

Poor customer service. Like Chuck K, I have contacted Liberty Safe several times with no resolution. Saturday 10 June 2017 at 0827 sent initial e-mail Saturday 10 June 2017 at 1334 sent a follow-up e-mail with additional details Tuesday 13 June 2017 at 1751 sent a status update request Thursday 15 June 2017 2011 sent another status update request Today, Monday 19 June 2017 1100 sent yet another status update request Each of these requests was sent to the info@liberysafe.com e-mail address listed on their contact us page. Having worked customer service before I understand that it can take one business day to respond to a customer e-mail. Now it has been over a week with no response. This, in anyone's book, should be considered very poor customer service. I giving them two stars only because the safe that I purchased appears to be in good shape, though I haven't finished installing it yet. read more

If I could give zero stars I would. The customer service at this place is absolutely horrendous. I've worked in customer service myself for 15 years and I'm the last person to complain because I know what it's like to deal with customers. But never in my life would I dream to treat customers the way these people do. We ordered a safe through liberty and it arrived damage to the point where it cannot even be opened. We assume that is not liberties fault but the delivery company. However we have been trying for almost 2 months to have something done about it. We first talked to Jada who asked us to email her some inform which we promptly did. Then we hadn't heard back in a few days so we contacted her. No response. Left several emails and messages no response. Next week spoke to manager Shawn who said he would be contacting places to find us a replacement safe which was great. Then we hand heard back from him in a few days so we called to check in. He said he was still looking and he would keep us updated. Haven't heard from him in almost 3 weeks. We've left several messages and still haven't received a call back. So we asked for the manager above him who's name is Tracy. Left her a message and called her several times and have still gotten no response. It shouldn't be this hard to touch base with a customer who just spent this much money on one of their product. We currently have the worlds most expensive paperweight sitting in our garage and there's nothing we can do with it until liberty safe gets back to us. Do yourselves a favor and steer clear of this company unless you want to deal with the worst customer service in the world. read more

I purchased a liberty safe 9 years ago after my husband passed away. After changing the battery the safe would not open. Yes I used a well named battery and yes it was not expired. Called Liberty safe. Even though I have a life time warranty I was informed that the lock system only had a 5 year warranty. I needed to get a locksmith to come out and change the lock. Liberty did send me a new keypad and lock system at no charge. Locksmith had Liberty on the phone several times getting help. When everything he was being told did not work, they gave him coordinates to drill a hole to get the safe open. Tech did mention that the hole the locksmith would not void my warranty. When that did not work we called back only to be told that we were given the wrong coordinates for drilling. The new coordinates were even off more than the first. After much trying to not damage the safe the locksmith did finally have to cut a huge hole to get in and demolish the safe to get the door open. I am very upset that Liberty did not stand behind their safe and the warranty I was given when I purchased it 9 years ago. 07/29/2022 At this time I would not recommend Liberty Safe. read more

I used LiberySafe.com to purchase an accessory for my Liberty Safe. I placed the order on November 14, 2016. Again, the order was entered on Liberty Safe's website to be processed by a local dealer, in my case Baldino's Lock & Key Service in Glen Burnie, Maryland. After over two weeks and not seeing the item I ordered, I emailed Jeffrey at Baldino's on November 28th and he responded by saying the item would arrive by Wednesday, November 30, 2016 at the latest. On December 6, 2016, I emailed Liberty Safe's customer service explaining the situation and asked that they tell me the status of my order. NO response was ever received from that email I placed on Liberty Safe's website. I then called Liberty Safe about three times. On the first few calls, I received what "I believed" to be someone concerned about my order. I was told several times that the Liberty Safe sales manager was getting involved and/or they would contact Baldino's and call me back. NO ONE from Liberty Safe ever called me back. During one of those calls to Liberty Safe, Jada seemed concerned, but after hearing nothing, I eventually called back but Jada had a completely different attitude and told me, "Since you didn't buy the part from Liberty Safe we can't help you!" Well, I ordered the part from Liberty Safe's website! Liberty Safe ships the parts to Baldino's! Also, Liberty Safe is the manufacturer who gave Baldino's the distributorship. In previous calls, I had asked Liberty Safe to use their leverage to help locate my order. NO ONE would help me. I called Jeffrey at Baldino's on December 9th and asked for the status of the item. He said he didn't know but would call the warehouse and call me back. NO return call. In the end, NO ONE could tell me where my order was, but I call Baldino's one last time on December 13th and told Jeffrey that I would need to cancel the order and try to find the accessory elsewhere. He once again said he would call me back. This time he did call me back and said the item was shipped that day by UPS. I finally received the item. In summary, Liberty Safe's customer service & Baldino's: they may sound friendly, but they see no evil, hear no evil and know nothing! read more

Bought one of their safes. Lifetime warranty... flooded here in Houston and need the interior replaced. I will pay for it but the say they won't sell, ship, nothing! They said it would break. I offered to send a shipper there to properly crate it. Nope! They did say I could buy a new safe. Thanks a lot Liberty Safe read more

I bought my second Liberty safe recently from the same dealer. I wanted one with a better fire rating than the first. All is good with the only exception being the 5 spoke handle to open has too much "slop". It will rock (not in the direction of travel but) side to side and up and down as though it is loose. I tried the customer service# and was on hold for 50 minutes. Next few day I went by the dealer. Dealer called his Liberty sales rep and handed me the phone. Rep tells me that there is a hex head bolt in the center of the handle behind the decal. I offered to attempt to tighten it, It was as tight as it could be so this was not the problem. Next time I got by the dealer again he calls and hands me the phone. I offered to text 12 second video to rep to show the tech folks and they could contact someone to come out knowing what to expect and maybe repair in one trip. Having his cell number I called the rep and he said he never got the text but would walk over to the tech group, guy, manager and someone would call me back and arrange service. A day later I attempted to send an email to customer service and tried another call. Held for 22 more minutes and gave up. Maybe if I called and selected option to purchase someone would answer? This second safe cost 3 times the price of the first and is billed as top of the line. If I had needed service with my first safe and gotten the same results My second would not have been a Liberty. My hope is that someone at liberty will read this review and contact me as others have said they were contacted. Why does it need to come to this?? read more

My lock failed and would not stay locked. I called customer service and waited on hold for over an hour. I was asked to perform a few tests on the keypad after which the agent said I needed a new mechanism and that one would be shipped out. She hung up without asking my name or address. Months passed and nothing arrived so I emailed customer service. I new keypad and locking mechanism was sent to me. When I installed the keypad/lock I got an error message that said they wouldn't pair. I went online and did the troubleshooting I emailed customer service with details and they asked me to call. I spoke to a very rude customer service agent who said I had to have a locksmith install the lock or I would void the warranty. I asked if Liberty would pay for the locksmith and I was told no since my warranty had expired. I asked to be sent a new cable. Not holding my breath that it will be shipped. Buyer beware. Locksmiths in my area cost $300-$600 which is nearly what I paid for the safe. read more

By far the greatest company to do business with hands down!! Their customer service is the best I have ever experienced. And simply because of my experience with their support department, I will be purchasing more safes in the future as well as telling ALL friends and family where they need to get their safes from. Who ever leads this department deserves a HEFTY raise because I am simply blown away. I hope to never have to call them with an issue with my new safe, but I know if I do they will be on it!!!! Its nice to know that customer service is still important in some companies. Thank you Liberty and thank you customer support!!!!!!!!! read more

I wanted to give a big thumbs up to Liberty Safe and Focus Workforces. Focus places employees at Liberty Safe and the overall atmosphere and culture has improved greatly. Both companies operate in such a safe manner, it's obvious that the safety of their employees is priority #1. I used to work for Focus a few months back and now work for Liberty Safe full-time. I would recommend working for Focus or Liberty Safe to anyone. read more