MA
Momina Ayaz
Aug 26, 2026
Really disappointing experience at Charlotte Tilbury today. I asked a staff member (east asian looking with dark hair) for help trying a few products as I wanted to order them online. She asked why and I said I work in makeup myself, so I was simply looking to try the products in store first.
Her attitude completely changed once I mentioned I’d be purchasing online. She became dismissive, walked away, and when I asked for help trying a blush, she said I could “do it myself” and handed me the brush with attitude before walking away. I returned it and thanked her, and she completely ignored me.
I found the whole interaction extremely rude and unprofessional. As someone who works in makeup myself, I’d never treat a customer this way. Very disappointing and not an experience I’d want to repeat.
I would definitely recommend this branch. The service was honestly amazing. I came in on Monday with my sister to get a shade match, and Saima was so warm and welcoming. She was really attentive and her knowledge of the products made us feel confident that we were choosing the right concealer for my sister’s skin. We left really happy with a natural, dewy concealer. Thank you, Saima, for making the experience so easy and enjoyable!
Went in at 6pm today for help with a foundation shade. I did have a booking at the John Lewis counter, but realised afterwards I’d got the date wrong, so that’s completely on me.
What upset me was the attitude when I asked for help. The member of staff by the door said she couldn’t help because she was “too busy”, but the store wasn’t busy at all.. there were only two other customers by the mirrors trying shades.
I’m honestly clueless when it comes to makeup, so I was just looking for a bit of guidance. I understand if she couldn’t do it, but the way it was handled felt really dismissive. I wasn’t expecting much, just a little courtesy. Left feeling quite disappointed.
We had such a lovely experience at the Charlotte Tilbury store, and Noor was absolutely amazing. She was so kind, friendly, and helpful from the moment she started helping us. She really listened to what we were looking for and took the time to understand what we liked and what suited us.
What I appreciated most was that she never pressured us into buying anything we didn’t like. She gave us honest recommendations and suggested some really lovely products that were perfect for what we were looking for. She made the whole experience feel comfortable and enjoyable rather than rushed or overwhelming.
Noor was genuinely so sweet and patient, and you could tell she really cared about making sure we were happy with our choices. We’re so grateful for all her help and would definitely recommend asking for Noor if you visit the store. Thank you so much for making our experience such a lovely one! ❤️
I went in on the 8th of August. I was interested in buying the new unreal highlighter glazed goddess. I was served by Samia. I couldn’t have asked for a more unenthusiastic assistant. Honestly if she was under the team of an observant and professional manager the kindest thing you could do is release her from that role so it’s top level management here that is also questionable. It’s simply unacceptable to have such unprofessional people representing such an iconic brand. I’ve had a few extremely wonderful interactions at the Westfield store and it’s normally with the senior team members who are obviously invested in their role. The fact is that when you enter a store it’s dreadful assistants like Sam’s who can completely ruin your experience. You enter the shop excited and leave wanting to never see individuals like Samia ever again. She knew her behaviour was unacceptable and she knew I was watching her closely. When I asked her at the end if she could give me a sample of the magic cream she initially replied no but then decided that there was one and gave it to me saying with the same dead expression that she had greeted me with “oh I found this one and keep it our secret”. I rarely write a review but this one encounter really left me quite shocked. I’ve not only worked for major brands like Chanel and Clarins but have also been in management roles for these companies. How can management not see what disruption and chaos Samia is causing. I really hope the next time I go to the Westfield branch I don’t have to see her miserable face.
