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Missy Hussain
Aug 26, 2026
I am absolutely fed up with the appalling customer service at this counter. Almost every time I visit, there are at least three members of staff standing around chatting amongst themselves while customers are waiting to be served. They can clearly see that you are ready to make a purchase, yet they continue their conversations and completely ignore you.
This is not a one-off incident. It has happened to me on at least four separate occasions. I kept returning and giving them another chance, hoping the attitude and service would improve, but unfortunately it appears to be a constant pattern.
The staff come across as rude, dismissive and as though speaking to each other is more important than acknowledging paying customers. There is a complete lack of basic courtesy. Customers should not have to stand there feeling invisible while members of staff finish their personal conversations.
Because of the consistently poor attitude of the staff, I have now decided to change the makeup products I use and shop elsewhere rather than continue spending my money at a counter where customers are treated this way.
Management seriously needs to look at what is happening here. The staff need proper customer-service training and reminding that customers are the reason the counter is there in the first place.
After giving this counter numerous chances and seeing absolutely no improvement, I will not be visiting again and would not recommend it based on my repeated experiences.
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Nasreen Akhtar
Aug 26, 2026
I am extremely disappointed with the customer service I have received from Charlotte Tilbury. For a brand that positions itself as a premium, luxury company, the level of customer care is shockingly poor.
The communication has been unhelpful, frustrating and nowhere near the standard I would expect when spending money with a company like this. Customers should not have to repeatedly chase for assistance or feel as though their concerns are being dismissed rather than properly dealt with.
Beautiful packaging and expensive products mean very little when the after-sales service is this bad. Customer service is a huge part of the overall experience, especially with a luxury brand, and unfortunately Charlotte Tilbury has seriously let itself down in this respect.
This experience has completely changed my opinion of the company and has made me think twice about purchasing from Charlotte Tilbury again. I expected professionalism, courtesy and a genuine effort to resolve customer concerns. Instead, I have been left extremely dissatisfied.
Very poor customer service and definitely not what I would expect from a brand with Charlotte Tilbury’s reputation.
Extremely rude staff. Went there to buy some products as I am a long time customer of Charlotte tilbury, staff members ignore you and have a hostile and unwelcoming attitude. Absolutely awful service! I expected better from Charlotte tilbury, please fix the issues with your staff.
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!
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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.
