Had a brilliant experience at the Summer Glam Masterclass. I travelled from Birmingham and it was absolutely worth it. The whole team were lovely, welcoming, and really well organised, making the session fun and enjoyable from start to finish. Olivia especially stood out as she was super friendly and helpful throughout and really made the experience even better. The masterclass itself was great, really informative, and we got so many amazing goodies too. Would definitely recommend!
AR
Anosha Rafiq
Jun 10, 2026
One of the worst customer service experiences I have had.
My family and I travelled from Halifax intending to purchase several products, including multiple Magic Cream refills. Due to the poor service we received, the only item I purchased was a lip tint.
A male member of staff repeatedly ignored me despite it being obvious I was waiting for assistance.
When I eventually spoke to Demi, she told me the Magic Cream refill had been unavailable everywhere for months and was not even available online. I checked the Charlotte Tilbury website in front of her and found it showing as available to purchase, yet she continued to insist it was unavailable.
When I said I would be making a complaint, Demi informed me she was the manager and that any complaint would come directly back to her. Demi also refused to give me her name when I asked - I only know her name because it appeared on my receipt.
As we walked away after raising a genuine complaint, Demi turned to her colleague, a comment was made and they both laughed. It was extremely unprofessional and left me feeling completely disrespected as a customer.
Thankfully, Neil, the Selfridges manager, handled the situation professionally. Unfortunately, the service from Demi and her colleague was far below what I would expect from a well-known brand.
I was served by Kieron today and I had a great experience so lovely and welcoming and I’m so happy the 200ml Charlotte tilbury setting spray was in stock as I definitely needed a restock thankyou Kieron
I had a very disappointing experience at the Charlotte Tilbury counter in Selfridges Trafford Centre today while shopping with my daughter. It was extremely busy due to Black Friday event, and I was already tired and carrying multiple items while checking out.
There was a misunderstanding regarding a large red makeup bag. Instead of resolving the issue, a staff member responded in a dismissive and confrontational manner, repeatedly placing the blame on me.
As a paying customer, I found this treatment unacceptable, and the interaction completely ruined my shopping experience. When I asked for her name in order to raise a complaint, she refused to provide it.
Due to this experience, I will not be returning to this counter. I would appreciate this incident being reviewed by a manager. I am happy to provide the exact time of my visit if required.
JN
Jordan North
Oct 19, 2025
I had a fantastic experience at this Charlotte Tilbury counter specifically Emily she looked flawless and her service was incredible. She took the time to show me the difference between the different shades of the film star bronze & glow pallete. We also had a lovely chat about different make-up influencers.
