“I placed my first order with CT during Black Friday sales. Spend approx €400 for Christmas gifts as have been told how amazing there products are. but unfortunately over half the product wasn’t for me. Contacted customer service regarding return to be informed there isn’t free return from Ireland. Paid to return item but have to wait 28 days for a refund, which is crazy from “luxury brand”. This is crazy. Refund shouldn’t take anymore than 5 days.
Now I won’t receive my refund before Christmas and still have to go out and buy Xmas gift.
This overpriced company is only interested in your money ! Won’t be ordering again..”
“Absolutely dreadul service for returns and exchanges. I waited weeks and weeks for an exchange and then to be told they did not have it in stock so I received a refund after me asking for that. I cannot believe that they make you wait 28 days for a refund or exchange - this is crazy.
I thought it would be a nice gesture to receive a little something in the post as a sorry but no. This overpriced company is only interested in your money !”
“Doesn’t even deserve the 1 star!
I have been shopping from Charlotte Tilbury for years as a loyal customer and never have I experienced such appauling customer service. I have been waiting for my refund for over a month for a large order & did everything in line with their returns policy. Charlotte Tilbury provided me with a returns label where the tracking shows it has been delivered back to the warehouse, I also received an email to confirm the delivery has been received by the retailor and after calling them several times the team at charlotte tilbury confirmed on the phone that the order has been received back at their warehouse however they have now come back to me and advised the parcel cannot be accounted for at the warehouse, as a customer how is this my problem as I had done everything on my end and in line with their policy. Everytime I have contacted them they have passed me from pillar to post and the issue has still has not been resolved. Extremely unprofessional how liability has been put on to the customer for the mishandling of goods in their warehouse. The senior advisor on live chat also ended the chat abruptly when querying this.
I will now be going to Trading Standards & Action Fraud with this as I have all of the necessary evidence to support my claim.
Once again I can’t believe for such a large company as Charlotte Tilbury to show such unprofessionalism & disregard for customers is beyond disbelief.
AVOID AVOID AVOID!!!!”
“Alyx was the best ever! When I go back i will always ask for her, she honestly made me feel so comfortable and if I didn’t like anything she helped me choose something I did. 1000/10 for her, plus she is so welcoming which is also soooooo important to settle peoples nerves. Can’t thank her enough x”
“I had a really good experience with one of your staff : Reshma khan she was very helpful since I’m not much in cosmetics but she helped me with my shades also to select a few products Thankyou..”
“Customer service is criminal. Made an online purchase November 23rd and the website arbitrarily changed my billing address, took payment from my credit card and then cancelled my order. I have called and emailed 7 times and nobody is qualified to help me or make it right. Absolutely disgusting service from a so called luxury brand. Brutal.”
“Very bad customer service, I had to wait for 4 days, and I still haven’t received my order, I left a msg and called 3 times to be promised that they will call me back and let me know why my order status stayed on “in progress” for 4 days and then when I finally asked to transfer my call to the complain department, when I finally spoke to Molly , she promised to compensate me for the 4 days delay and to make sure my order is delivered as soon as she figures out what’s wrong and why it hasn’t left the warehouse. Then she promises me that I will be compensated for my troubles and then she offered me 10$, what an insult, what a joke , I’ve paid 400 dollars to buy make up and. Good service and I end up being offered 10 dollars wow , yeah never buying nor recommending again . Plus the brand is really not worth it at all , you get tons of better stuff somewhere else where they actually care about their clients.”
“I can not recommend enough!!!
I must say I’d never normally spend £60 on a foundation and powder however I’d been recommended it for my dry skin. Unfortunately my original order was miss delivered by Evri. Unable to find it I was absolutely gutted. I thought there’s no way I’m spending another £60 and reordering. I sent an email directly to the site. The very next day they contacted me back to apologise on behalf of Evri and said they’d resent my order express delivery free of charge.
I was so relieved and thought what a fantastic service they’ve given me.
I received the parcel the very next day! I’ve just tried the product and I’m so happy with it. I got the airbrush foundation and powder. It’s flawless.
Well done on amazing customer service.
Sophie”
“I visited their store in Westfield, London. It was absolutely fantastic. The staff are incredibly helpful and the range of products available is brilliant. I would highly recommend Charlotte Tilbury”
“I was very impressed with packaging! My goods arrived beautifully presented in a lovely dark red box with a bow. It made unboxing my purchase feel very special and a real delight! All the product I ordered are great quality and a pleasure to use. I have never ordered anything from Charlotte Tilbury before but I will do again!”
