Just spent £88 on goods I ordered online, the foundation is too light for me, I look like I’ve got chalk on my face and can’t wear it so it’s just a waste of money. Can’t get through on phone and still waiting for a reply to my e -mail!! I think CT should spend more money sorting out her customer services instead of posing with all these celebrities!
Review by SitsSofa2 months ago
Hello yes I agree not a good costumers service I placed a order for next day delivery I payed for it and I did received it after 2 days plus when comes in are items missing I did Tried to call them no answer, email them no response. Is a Luxury brand but the service is Ssooooo soooo bad.😔
Review by Gery Dicienzo2 months ago
The quality of her products are really nice, however customer service is terrible. I made my fourth order from her website last week and this is the first time that I have had any issues, however her team have been no help whatsoever. I was supposed to receive next day delivery but I am still waiting for my parcel over a week later. The customer service team said that they would contact Hermes to find out why it has been delayed but i haven't heard back from them. I have tried calling several times as well as contacting the via the website and have had no response. I can't get through to anyone from Hermes either. I just want to know when I will receive it, as I might have to delay going home for christmas to wait for the parcel. It's such a shame as her makeup is nice, but next time I won't be ordering online.
Review by Konfor2 months ago
Ordered 4 items, and 2 completely different items arrived, tried to call - answer phone message to live chat on website.......no such thing exists on the website
I've spent £128 and I've no idea where my items are!
Sort yourselves out!
Review by Sopher Jennek2 months ago
Disgraceful disservice online. Wrong items delivered from the ones ordered. I’ve sent them back, have chased up refund by email...no reply...appalling, one of the worst online shopping experiences I’ve had, not to be repeated.
Review by Chemiker2 months ago
My wife loves the products, but the customer service is possibly the worst I have ever come across. The phone number on the Facebook page "Can't complete at this time" and the returns number for an ENTIRELY INCORRECT ORDER just hangs up on you and when asked to leave a voicemail, also just hangs up. If you can't live without the make-up, buy from a store, avoid buying online at all costs.
Add: Still no phone available, but Facebook messenger responded within 3 hours and say that they're sending out a new order with express delivery. This rating will go up to Five Stars if it's the correct order when it arrives...
Review by LuisLRRV2 months ago
Good products but embarrassingly poor online ordering and customer service! Surely with the profit Charlotte Tilbury is earning, the company would think to invest back into the company? There are bigger companies who do it well so there is no excuse to execute it so poorly! This indicates that not enough money has been spent on creating an efficient ordering/delivery process and investing in customer service? Sure, Black Friday has increased demand - however, it is courteous to acknowledge your customers that are patiently waiting for their items.
Next day delivery is an absolute myth - so I dread to think when orders placed via standard delivery would arrive? Possibly next Christmas! I ordered on Monday and my items hadn’t even been dispatched four days later! No email to let me know there was a delay?
Your customers would be a smidgen more understanding if you at least kept them in the loop and gave them an honest idea of when they would be receiving their goods! Instead, you are left waiting in the dark! Thankfully I was able to cancel my order as I definitely wouldn’t have received it for a long time coming! To add to that - chances are it would’ve been the wrong order anyway based on these reviews!
Review by Parthiraj2 months ago
I’ve made the order on December the 6th and I’m still waiting for it, even if on the Charlotte’s website there is written that the delivery will take from 2 to 5 working days.
No one answer to the several emails, and to Facebook messages, no one pick up the phone!
What kind of customer service is it?
I want my money back!
Review by Kreigh Aboudelh2 months ago
As below reviews- customer service is a joke. Ordered stuff to take with me as a gifts - no 2nd day delivery, not 3rd... in a WEEK without a notice. After my order was cancelled they had a guts to sent me email "your item get delay, sorry! Will be dispatched 9th".. AFTER my order cancellation.
My emails- purely ignored. First and last time I tried this company. Thanks for Pat Labs for saving my Christmas!! (And they are shipping from [email protected]!!)
Review by Phanikrishna2 months ago
awful costumer service, trying to contact then, wont answer email and say their phone lines are closed.
Review by Felsi2 months ago
Absolutely thrilled with my order and all of the free gifts i received. I’m very surprised to see so many bad reviews on here.
Review by Phibu2 months ago
Unbelievably poor customer experience, I ordered £150 worth of products, received a lipstick and order says it is complete. Absolutely no way to contact them ; phone lines not available, emails unanswered . Do not buy from the website
Review by Lmi Phlpn2 months ago
No response to any emails and taking way too long to acknowledge the return I sent back over 2 weeks ago. Not good enough.
Review by Zkller2 months ago
Honestly surprised at the number of bad reviews. I live in the US and have never had an issue receiving my online orders. I did have a holiday palette that arrived with loose/uneven packaging and emailed customer service, which they replied within 24 hours apologizing and asked if I wanted a new palette to be sent or a refund. I asked for the refund which they gave me and did not even ask me to return the palette with imperfections. I thought customer service did a wonderful job assisting me. Thought I’d share my good experience because I have always been a very satisfied customer, and I feel like people only come on here to post their poor experiences, not when they have positive ones.
Review by JorgeBareiro Didie2 months ago
SOOO BAD customer service,
You can never get in touch with them!
Review by StvnBnds2 months ago
Love their products - but will only buy from John Lewis (if I do ever order from them again). Customer service via the website is terrible. Ordered over £150 worth in the Black Friday sale - received the wrong order (worth about £25) and no response via emails (and they won't take calls). High-end products with poor customer service.
Review by LuisaDicicilia3 months ago
As others have said, ordered £150 worth of products on 2/12 next day delivery. They have not been despatched, the phone lines cut you off, option to leave a message but it won’t let you and no response to emails. If they are having issues this should be flagged to customers, Shocking customer service from a premium brand. I’ll give it a week and contact MasterCard to sort a refund.
Review by Sokuko3 months ago
I made an order two weeks ago. I was never sent any tracking information. The status of my order on charlottes site is completed. I have called twice during business hours, only to receive a message stating that no one can take my call. I have sent a message and received no reply. They seem up to date with financial transations...took my money fast enough. I'll update if I ever receive anything.
Review by Bouverie3 months ago
I have ordered on 2/12/19. 2-5 day delivery still not got it. So excited to order. 😠😠 no customer care. Cannot even contact!! Do not answer emails. Or phones
Review by Tkm3 months ago
EDIT: I just opened the beach sticks to check on their state and one of them is COMPLETELY broken AND stuck inside the lid!
If I could, I would give 0 stars!
- - - - - -
I just received the products I had ordered (3x eyes to mesmerise eyeshadows and 2x beach sticks) and I'm ABSOLUTELY APPALLED at the state of the products!
ALL of the eyes to mesmerise eyeshadows packagings were broken, the little boxes and the products were scattered all over the box! It seems the boxes of the eyeshadows WEREN'T even glued together which means it's not to do with what happened during the delivery process, instead the products were just chucked into the shipping box without care!
I have photos and an unboxing video to prove it all!
After spending over £120 worth of products this SHOULDN'T be the state in which they arrive in.
Review by LifeOpenSourced Kanemori3 months ago
I see many negative reviews but f this company. Tried to place an order - wouldn’t go through. Tried calling, emailing, messaging. Nothing. Give this company a BIG WIDE BERTH until they sort themselves out, grow up and learn to run a business that puts its customers first. Even in stores the staff are off hand and dismissive. I’m furious with them - how dare they treat customers as though it’s a privilege to shop with them.
Review by Bwell3 months ago
I placed an order online on 25/11, i received a email on 26/11 notifying me that it had been despatched, and delivery would be 2-5 working days. It is now 13/12 and i have still not recieved the item. I have tracked the item online and it says 'sender despatching item', that was on 26/11. I have been trying all week to speak to someone on the phone but there is a voicemail advising they can't take calls. I have emailed / left a message on the website / sent a message on instagram - NOTHING. This was for a Christmas present that i was due to give someone this weekend, that wont be happening now. IT IS THE WORST CUSTOMER SERVICE I HAVE EVER ENCOUNTERED. You had to select a star rating in order to leave a comment, i would not even have gave them 1 star if i could.
Absolutely shocking. I will never buy anything from Charlotte Tilbury again.
Review by Davin3 months ago
Terrible customer service!
You simply cannot get in touch with them - so much for an SLA !
I was sent the complete wrong package !
Review by EssannEsthetician Locktosh3 months ago
Dreadful customer service. Simply don’t respond. Stay away from this company. They have no respect for their customers.
Review by Syahmi3 months ago
Do not waste your money buying direct online!
Order placed 2/12, free ‘next day delivery’
No dispatch email or anything and as lots of others have said it’s impossible to speak to anyone.
Even the head office doesn’t answer/ reply.
The only response I’ve had is via Facebook messenger and they told to me to go online.
Trading standards should shut these down and Charlotte tilbury should be ashamed.