There seems to be a theme - the products are great but the customer service is none existent! I ordered £127 of products on line at the end of July, early August I received an “underpaid postage note” from Royal Mail. I went on-line, paid the £3 and then my CT parcel was delivered. Since then I have called (got recorded mssg to email), I’ve emailed, got tonnes of auto responses but NO ACTUAL RESPONSE, and I have DMd them inn instagram after their social media team said “said us a DM darling!”. It is absolutely appalling that a company of such incredible presence has clearly no interest whatsoever after money has been received. To say I am disappointed is an understatement - I have already now raised this with the ombudsman as it Ian now six weeks since I have been trying to get a response from anyone at CT ! 🤬
Review by Edgy1 month ago
I will no more buy from them. Made an online purchase at the beginning of August, returned an eyeshadow as over priced and totally useless, sent it back and still I have not received refund. They keep sending me n reply emails and they do not pick up the phone. This for an amount of around 20 pounds.
I will first take the matter further with the retail ombudsman, if nothing happens I will drag them to court if they do not fix this and ask also compensation for the stress caused to me.
Review by Janath1 month ago
Awful customer service, nobody answers the phone or emails. Tried facebook and Instagram but nothing. Also sent a letter! No reply! Ordered over £200 worth of products, didn't receive them but received 2 packets of dry face masks that I didn't order. Sent them back with another letter and had no reply. Now putting a claim in with my bank. No way to run a business and really lets down the brand.
Review by ClarksSucks1 month ago
Sent parcel back for exchange for different shade of foundation (the shade finder was totally out) parcel was sent on 4th. So far after two emails I have received no confirmation that the parcel has been received or wether it is being sent back with the new shades I requested. I had a wedding to attend on the weekend and was hoping to receive before then. Right now I can’t get through to them via email, insta or phone! So dissatisfied looks like the previous reviews are correct. Sort it out Charlotte! You have no issues sending daily emails promoting products however you lack customer service !
Review by Nanah1 month ago
The customer service is absolutely appalling. I couldn't get through on the phone and got a message asking me to use the online chat, which I did. I was unlucky enough to get Caitlin, who was the most unhelpful and rude person I have ever had the misfortune to deal with. She couldn't answer my question...she told me to read the terms and conditions to find my answer, then whilst I was in the middle of replying, she simply disconnected the call and left me fuming. If this is how they treat customers, I will never buy anything else from Charlotte Tilbury and will make sure my family and friends don't either.
Review by Mihia Dancwear1 month ago
Horrendous customer service.. they sent me the wrong colour foundation and when I've tried to message them about it they completely ignore you despite saying they'll contact you within "24 hours", all phone numbers are either not in use or just have a message saying to email them instead.. disgraceful!! I'll never use them again
Review by Bilgin Kumode1 month ago
This is my second time ordering products first time was flawless. Yesterday I placed an order got a confirmation receipt, then email to cancel the order. When I tried to contact them to find out why cant get thru on phone nor chat line. They have taken the money out of my a/c and I wont get it back for at least 7 days. This isn't how any company should operate let alone a company of this standing once money is back in my account im away wont be back!
Review by Faynina Sieff1 month ago
The products are good but the customer service is terrible. I spent £116 on their website, they accepted my order and charged me and added my email address to their marketing mails. Then they didn’t send me the products. I called the number on the website, it said the number is not used and you have to do online chat. I used online chat, they told me that they had no record of my order and when I asked what I should do about the £116 they cut off the chat and didn’t respond to any others I sent. The store tell me they can’t help because online is separate. There’s no complaints procedure/ email/ phone number that is responded to. Terrible
Review by Roxaana Tavakolian1 month ago
The product itself may be brilliant but, the customer service is NOT. I received my order and wanted to exchange it as the colour order was incorrect. I did not want my money back and then I thought, well, I can order more product as well.
First: don't bother with the telephone, it i never answered and a voice tells you to write to them and they will reply in 24 hour. WRONG.
I am now over one week and 4 reminder emails later and not a whisper.
The product may be good but their company standards and service is not.
There are many players out there, I dont need this.
Review by Drbigdawg2 months ago
I have tried a few products now and I've got to be honest , when I say I really cant see what all the fuss is about with these products. They are very expensive and having working in the cosmetics industry for many years I really feel they are over rated. The sample sizes especially of the foundations are ok to test for the correct colour but has for coverage they are way to small. Especially considering how expensive they are . The eye pencils are expensive and there are better and cheaper on the market . The face mask is nothing special , I haven't tried the lipsticks but I've not exactly been over exited when I've tried other products so tbh I haven't bothered and that go's for the other products.
All I can say ladies it try a sample before you decide on your purchase.
Review by Ruelyn2 months ago
Awful awful awful/non existent customer service ! Bought a blusher/bronzer at Terminal 5 when I opened it it was completely broken powder everywhere a mess. I had already taken off so I couldn’t go back. Sent a tweet to CT and was advised to send an email to their customer service. The automated response said they’d be in touch in 24 hours. Well it’s been 2 weeks - I’ve sent 3 emails 2 tweets called the customer service number 15 times put a message on Instagram found the name of one of the Charlotte Tilbury PR people via my makeup artist and sent an email direct to her - no one EVER replies - it’s so bad it’s almost funny - except it’s not. I definitely remember handing over the money for the product though so in any other walk of life this would be theft ! Appalling a total waste of time. I am a TV presenter and use CT make up all the time - I won’t be now.
Review by Macbaydn Garlak2 months ago
Do not place any order on this website - I placed an order and paid for next day delivery and nothing arrived until the following Wednesday.
The courier company tracker just said there was a problem with my delivery and they would get it to me as soon as possible. The courier company will not deal directly with the recipient of the parcel and they tell you to contact the retailer directly. I have called at different times of the day since Friday and you just get the recorded message. There is no one there to pick up the phone.
I called the number on the CT website and you get a recorded message saying no one can take your call and you should email. So I emailed. No response. I tweeted the CT and CT customer services account too - no response.
I then went on the website and filled out the "Contact us" form, which says you will get a response with 24 hours - it has been 48 hours and nothing. I DM'd the CT account on Instagram last night and, yep, that's right, no response!
Given that they had a sale on and likely had an increased number of orders, it is a really poor show that the phones are not answered and there is essentially no way of contacting the company when something has gone wrong. I am not trying to get my next day delivery charge refunded and who knows how long that is going to take!
The parcel was finally delivered to my work address so here's hoping it actually has the correct items in it.
Review by Walshers2 months ago
It will come as no surprise to many women who tried it, I love CT products and therefore order frequently. Apart from great products, what I value the most is the reasonably priced and reliable express service. Too many online purchases become more of a hustle than a joy because of the delivery, but never with Charlotte Tilbury. Hope they continue this good work.
Review by Decro2 months ago
Very disappointing online services! You are very lucky if you get what you’Ve ordered!It can happen that they take your money from the account and you don’t receive anything and after all you can’t contact via email or via phone!i’m not going to buy from them anything anymore!
Review by Westek2 months ago
I've purchased Charlotte Tilbury makeup for years now and for the first time instead of Feelunique or Cult Beauty I ordered directly from the website... BIG MISTAKE! It's now been two weeks I still have no order or even a dispatch email. I've contacted customer service only to receive four automated emails saying a whole load of nothing. Totally disappointed and I don't know if I'll even get my goods, which as we all know are quite pricey!
Review by Chlor2 months ago
I have just bought two lipsticks; Hot Lips One (Matte Revolution) by the name of Bosworth's Beauty and Electric Poppy. They have AMAZING staying-power and beautiful texture, and are of the most unique, exquisite colours. I also sampled the concealer (Magic Away Concealer) and also mascara (Fat Lash) and everything is really FIRST CLASS. I was introduced to Charlotte Tilbury's make-up when I saw a television advert for her new lipsticks (Hot Lips Two which I am also going to buy), and decided to buy some of her products online - I was SO pleased I did - absolutely amazing!
Review by RiaB2 months ago
Rubbish Customer Service! Purchase online in plenty of time for my Wifes birthday. Nothing turned up! Tried to call but no one available to take a call. Had to report non delivery via paypal. I have no idea what their products are like since im a bloke. But upsetting my wife on her birthday because they cant get their act together and answer the phone in no good in this day and age.
Review by Gudrun2 months ago
No one appears to work at this company’s customer service or receptionist departments.
Bought two lipsticks and one lip liner. One lipstick lid too big and lipstick damaged. Tried and tried to contact them to ask for replacement and never received any response.
You ring and get messages to leave info, but no one ever responds. Does anyone work there?
Instead of spending huge sums on TV adverts, promising the earth, at inflated prices I would like the head honcho Charlotte to justify her non existent ‘teams’ and poor quality packaging.
If you want to but average prices, badly packaged items, and receive no customer service or support to return defective items, this is the company for you.
I date you Charlotte to answer me direct and show potential customers you are not all show, by bringing substance to the table. At present you do not respect us or try to retain us as customers, instead it looks more like a money centred business without real employees and an owner who should be ashamed of her company’s lack of customer concern.
SHAME IN YOU
Review by Ducobu2 months ago
I’ve received a birthday present from a friend but unfortunately I don’t wear eye shadow so I called Charlotte Tilbury and asked if I could exchange it without my friend knowing but it’s impossible to be discreet as they refuse to send me the exchange emails and I will really offend her if I told her the colours are not for me
Review by JayBee Hajipour2 months ago
Charlotte Tilbury has such beautiful products. They may cost that little bit extra but they are so luxurious they are absolutely worth it!
I ordered the pillow talk diamonds lipstick and also two other lipsticks on sale direct from their website. Beyond impressed, I’m dazzled!
Items arrived in good time with no issues, packaging came in top notch condition. Inner packaging was absolutely beautifully wrapped, lovely tissue paper, glamorous envelope containing the invoice and looked so pretty, this would’ve been gift wrapping elsewhere but instead it made it feel like they were sending me a gift!
Thanks Charlotte, you have an amazing company and your picking team deserve free makeup! So much effort put into it <3
Review by Tudur Scimemi2 months ago
Order never delivered. Contacted shipping company and they had no idea. Tried to contact Charlotte Tilbury Customer Service and their phone number is always offline and they don’t reply to emails even though it says “will reply within 24 hours”. It’s been months
Review by Eva2 months ago
Charlotte tilbury products LOVE THEM although they are very highly priced.
I went to the Charlotte Tilbury counter in John Lewis Liverpool to buy a new product and wasn’t sure on what I wanted (this is why the sales/make up artists are here right?)
I was met by an extremely abrupt and rude senior sales assistant if I’d have been left with her I would most certainly NOT have bought any products. Luckily I was signposted to a lovely young assistant who was helpful and pleasant.
When you are spending near £100 on 2 products a smile at the very least goes a long way !!!!!
Review by Vorathep2 months ago
Travelled to London to get Charlotte Tilbury Flawless Foundation asked the consultant to colour match my skin. Next day when I wore the make up it was the worst foundation I have ever tried was so disappointed the colour was awful and the texture was positively not flawless I had blotches all over my face. Tried again today with primer base and noticed about 3pm had 3 areas on my chin where the patches were dreadful I had to leave a shop felt so conscious with my face. Feel like I wasted so much money L’Oréal or No 7 is far superior to this foundation I will never be tempted to listen to the media again.
Review by Gievhan2 months ago
I wrote a 2 star review on this site and then a week later had an email....'darling give us a review''''
So I tried to use the link but it doesn't work. I get the impression that this company couldn't care less about delivery, returns, customer service or feedback.
Review by Snootdogg Saoura3 months ago
I have bought a few eye shadows that I have been very pleased with. Unfortunately, the other products I have not been satisfied with. The mascara makes my eyes continually water and the magic wand concealers sponge applicator split after about a months light use. With still half left. I complained about this to the customer service on two occasions and asked for a refund or credit note for the concealer, but no reply! Terrible customer service!