ComplaintsforCharlotte Tilbury Beauty, Inc.

• Initial Complaint

  10/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed order #******** on August 8th, 2024 and I was charged $****** but still have not received the order. I tried to verify the delivery by asking who delivered the shipment, where to, and how it was delivered. I requested proof of delivery - signature, photo, or name of the person who delivered and name of the person who received the parcel. They refused to provide any information besides the tracking number which I also have. The tracking number doesn't provide me with the necessary information to locate the shipment. They refused to provide any information and claimed it was delivered and sent me a strange email with XXXXX symbols stating:***** ***** ****** ***** *** *** ********** ********* ******* ******* ** ********** ********* **** *** **** ****** ** ********* ** ******** ** ******* *** ** ***** ** **** *** ** **** ** ******* ** ****** **** ***** *** **** * ***** ****** ******* ** ******* **** ***** ** ******* *** ******** **** *** *** ***** ******** ***** ******* ******** **** ** ****** ****** ******* ******* ****** ***** ****** ****** * ** ***** ** *** *** **** ** **** ******* **** **** ****** *** *** *** ************** *******

  Business response

  11/01/2024

  Hi *****,
  
  Thank you for shopping at Charlotte Tilbury Beauty.
  
  We would like to apologize for any frustration you experienced regarding your recent order.
  
  We can see that the response you received from a member of our team was not detailed and that is not in line with the level of service we would like to offer. This will be passed along to the relevant team member to prevent something like this happening in the future.
  
  We can confirm all available delivery information is available while searching your tracking number on the carrier website. We are unable to provide any additional delivery information as we are not the carrier. We recommend reaching out to *** directly as they may store additional information that we are not able to access.
  
  At this time, were unable to take any additional action such as refund or replacement as the order has been disputed with ******. Please know this is a systematic limitation and we have no control over this. However,our Security Team will reply to this dispute and ****** will make the decision that they deem appropriate.
  
  We apologize once again for your experience.
  
  All the best,
  
  Team Tilbury

  Customer response

  11/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  Hello customer service of *****************************************,

  I appreciate your efforts, but providing multiple *** tracking numbers is not helpful in this situation. While the tracking information shows the parcel was delivered, it doesn't indicate where or how it was delivered, which is crucial information I need.

  I have specifically requested numerous times proof of delivery, including a signature, photo, or the name of both the person who delivered the parcel and the person who received it Unfortunately, you have only provided tracking numbers, which I already have and which do not offer the necessary details to locate the shipment. I also asked for your assistance in investigating this matter, which you declined. Due to the time that has passed,*** is now refusing to investigate my claim. I'm concerned about why you didn't submit a claim with *** yourself or advise me to do so earlier. The delays you caused by repeatedly responding to ****** with just the tracking number,instead of helping to initiate a proper investigation with ***, have been frustrating.

  I find this approach of deliberate delays and evasion deeply troubling. Could you please explain why these steps weren't taken and how we can resolve this issue promptly?

  
  Thank you for your attention to this matter.

  Sincerely,
  
  ***** ****** 
  

  Business response

  11/15/2024

  Hi *****,
  
  We are aware that you are unhappy with our response regarding your missing order and we are sorry for any disappointment caused.
  
  As the timeframe has passed for you to receive additional information from the carrier, it has also passed for us to look into this further. While reviewing our records we can see that the last time you reached out to us about this order was in August 2024 and now that this complaint has been raised in October 2024, were unable to gain any additional insight on the delivery of your parcel.
  
  As this order has now been disputed with ****** we are unable to offer a refund or replacement and we will have to await the outcome of their decision. Kindly note that all disputes are handled by our Security team who take time to review each case. The response may include, but is not limited to:
  -Multiple claims of non-receipt
  -Accounts linked through similar details such as payment method, billing details, shipping information, etc
  
  We apologize again as this is likely not the outcome you wished to receive. However, once an order is disputed we are systematically unable to take any additional action.
  
  We hope this explains our position and we wish you the best with your online beauty needs.
  
  All the best,
  Team Tilbury

  Customer response

  11/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  I have specifically requested proof of delivery numerous times in August and September (including a signature, photo, or the name of both the person who delivered the parcel and the person who received it). You refused to provide it. Unfortunately, you have only provided tracking numbers,which I already have, and which do not offer the necessary details to locate the shipment. I also asked for your assistance in investigating this matter,which you declined. Due to the time that has passed, *** is now refusing to investigate my claim. I'm concerned about why you didn't submit a claim with *** yourself or advise me to do so earlier. Could you please explain why these steps weren't taken?
  Regarding your statement that I last reached out to you in August, this is incorrect. I contacted you in both August and September, and after not receiving a reasonable and clear response, I filed complaints with ****** and BBB. Furthermore, the delays you caused by repeatedly responding to ****** with just the tracking number, instead of helping to initiate a proper investigation with ***, have been frustrating. I find this approach of deliberate delays and evasion deeply troubling.
  ****** closed the case/dispute because you submitted just the tracking number again without additional proof! Now that the dispute is closed, you are able to take additional action.
  
  
  Thank you!

   

  Sincerely,
  
  ***** ******
  
  
  
  
   
  

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last week I was trying to log in to my account and I couldnt so I did the reset password and same thing happened I told them they say oh you have to do by sending an email I did and they just send to reset the password again. I tried again customer service and they said oh they cant do nothing about because or they law but I have points and store credit and the account but they just said oh sorry we cant do nothing about it and they just closed my account without any any warning or saying by the way you attempted to many times to reset your password but you told me to do it. So they dont want to do nothing

  Business response

  11/28/2023

  Hi there,
  
  Thank you for contacting Charlotte Tilbury Beauty.
  
  Were sorry for any frustration caused while trying to access your account.
  
  Wed like to clarify that your attempts to reset your password havent caused your account to be closed and we apologize if this wasnt clear in your previous communication with us.
  
  After further investigation, we have found that there is an extensive history of claiming items have been received in an imperfect condition where replacements and refunds have been issued. We understand that issues during delivery can occur and that sometimes orders can arrive with slight damage.  However, we find these issues at such a high frequency to be very uncommon.
  
  When situations like this occur, our internal teams follow a process to ensure the correct steps are taken for the customer as well as the business and it was decided that your account would be closed.
  
  Please know that this wasnt an easy decision for our security team to make as we always want to exceed customer expectations. However, we believe we have taken the correct course of action in this rare situation.
  
  We hope this explains our decision and we wish you the best with your online beauty needs.
  
  All the best,
  
  Tilbury ***********

  Customer response

  11/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:  so they telling me that I have so much complaints for other things that happened before which is not my fault your products are what they proclaimed to be is very unfair that without any explanation your close the account and just say oh well it was because your attempts to change your password oh no way is the time that we didnt met your expectations thats really discriminatory because your making assumptions that oh Im doing something wrong. Its really mean and rude I show you proof and everything of the time before that your purse didnt work properly and the time my package never arrived. So unfair 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business response

  12/14/2023

  Hi there,
  
  Thank you for your response.
  
  Wed like to apologize again for any misinformation that was provided by our team about your attempts to change your password. Please know this was a misunderstanding and not intentional.
  
  Were aware that you are unhappy with our initial response as we cannot reinstate your account.
  
  We have arrived at the decision based on your previous purchase history with us which includes several replacements and refunds affiliated with this account. We are very happy to accommodate our customers when they arent happy with their purchase and we have done this several times in the past for you.
  
  Please know we have a dedicated security team to investigate concerning customer behavior. After reviewing your previous contacts and purchase history, we do not believe this is the conduct of a genuine customer.

  Once again, we consider this matter closed as we will not be accommodating your request.
  
  We hope this explains our decision and we wish you the best with your online beauty needs.
  
  All the best,

  Team Tilbury

  Customer response

  12/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  See thats what I said you targeting people because theyre not satisfied with your products clearly says it your not happy no worries but I guess you just wash your hands and go your way very disappointed and stop saying sorry because you are not I show you the proof everything when I made a complaint is not my fault things dont get delivery sometimes its really discriminating people for something they dont even do it with bad intentions 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order number ******* I am extremely disappointed with ********* *******s customer service. At first, my order was delivered to someone elses address and I was forced to chase it down and CT did not assist in anyway. After locating the order, I opened it to see that the products arent in the box and I only received the gift box, wrapping paper and some samples so I got in contact with their live chat team as soon as possible. I was told to send pictures which turns out to be a waste of MY time once again as they have done nothing to assist and are telling me to open a dispute. In other words what I gather is that they do not care about problems that can arise with an order. No company that cares about their customers will tell them to open a dispute. I am disgusted and appalled by their lack of care considering I spent a large amount of money on this order. All of their agents tell me the same thing which is to open a dispute and none offer to do anything to make it better. Not a reshipment nor refund nor even a courtesy coupon code in the event that I want to reorder. I hope that someone will get in touch though its the companys choice of course. As a customer I want to inform people that this is the response I got as a customer and plan to look into Ontarios consumer laws and let the media know the response I got directly from the company. At this point, Id like my money back. I hope BBB can assist as my credit card company has advised me to try my best to get a resolution before taking that drastic step. Order *******

  Business response

  06/13/2023

  Hi there,
  
  Thank you for contacting ********* *******.
  
  Were sorry that you arent happy with the service you have received regarding the missing items on your recent order.
  
  When instances like this occur, our internal teams follow a process to ensure the correct steps are taken for the customer as well as the business.
  
  After further investigation, we can see a history of orders with similar claims. We understand that issues with delivery can occur and that sometimes orders can arrive with missing or incorrect items.  However, we find these issues at such a high frequency to be very uncommon, and we have decided that additional replacements and refunds cannot be issued.
  
  While this is not our typical course of action when a customer has experienced an issue with their order, claiming non-receipt of goods several times over a short window of time is also not a typical occurrence. If you believe that we have come to this decision in error, we recommend reaching out to your card issuer to dispute the charge so that a full investigation can take place.
  
  Please know that we didnt come to this decision lightly as we always want to exceed customer expectations. However, we believe we have taken the correct course of action in this rare situation.
  
  Kindly note that we consider this matter closed and any further investigation would need to take place between your card issuer and our security team.
  
  We hope this explains our decision and we wish you the best with your online beauty needs.
  
  All the best,
  
  ******* ***********

  Customer response

  06/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  This company treats customers like an ATM machine. It is disgusting and unethical. If a customer does not receive their items and sends in proof, most companies try to resolve the matter. Instead this company is saying that I as the customer did something wrong. I buy many brands and dont have issues with not receiving my order. I am upset but I am glad others will be able to see how this company is handling the issue 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****************
  
  
  
  
   
  

  Business response

  06/21/2023

  Hi there,
  

  Thank you for your response.
  
  Were aware that you are unhappy with our reply and that we didnt arrive at a resolution. We did not easily reach the decision to deny your refund or replacement request, however, we stand by our decision as this behavior is concerning.
  
  You should be aware that we are happy to accommodate our customers by issuing refunds or replacements as we have done this for you on several occasions in the past, which is part of the reason why were unable to honor this current request.
  
  Please know we have a dedicated security team to investigate concerning customer behavior which includes, but is not limited to:
  -Accounts linked through similar details such as payment method, billing information, shipping details, etc
  -Multiple claims of non-receipt, missing, incorrect, damaged items, etc
  -Delivery carrier images
  -Transactions flagged by our payment processor
  
  We have arrived at this decision based on this evidence and we believe this isn't the conduct of a genuine customer.
  
  You may dispute this with your card issuer if you believe we have arrived at this decision incorrectly. However, all evidence gathered to reach this decision will be shared by our security team during the course of the investigation of that dispute.
  
  We kindly ask that you refrain from contacting our customer care team in regards to this matter as we will be unable to take any further action. 
  
  Once again, we consider this matter closed as we will not be accommodating your request.
  
  Sincerely,

  Team Tilbury

• Initial Complaint

  03/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I submitted a return for 4 brushes. Unopened. The return confirmation came in on 02/22/2023. Still not refund and no communication. **************** is not providing any answers and has been exceptionally not helpful.

  Business response

  03/24/2023

  Hi *****,

  Hi *****,

  Thank you for shopping at ********* *******.

  
  Were sorry for the level of service you have received on your recent order with us.

  
  We can confirm that we were initially unable to issue your refund for the Eye Blender and Eye Smudger Brushes as you had previously disputed part of this order with your payment provider.

  
  Upon further review, we can see that the Paypal dispute you raised was due to a member of our team taking inappropriate action when you had requested a refund for 2 items that werent shipped with your order.

  
  While we know this must have been a frustrating experience,we appreciate you taking the time to make us aware of this situation so that we could look into this further. Please know that our management team has reviewed this situation and will be taking the necessary steps internally to prevent future disappointment.
  

  However, were happy to advise that a senior member of our team has been in touch with you by email and has issued your refund for the brushes as well as an additional gesture of apology.

  
  Wed like to apologize once again for any inconvenience caused.

  
  Should you require further assistance, please reply directly to the email you have with our member of Team Tilbury.

  
  All the best,

  
  Tilbury Loving Care

• Initial Complaint

  12/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 12-10-22, I purchased makeup intended to be a Christmas present for my daughter online. I was charged approximately $245 for my order. I received my order summary moments after and immediately noticed the incorrect address had somehow auto populated. I attempted to contact the company by phone, but a recorded message stated that they did not have anyone to process phone calls. I placed an electronic request under the category of "shipping information update" on 12-10-22. I received a response from the company on 12-17-22 stating the package was shipped to the incorrect address and that I needed to go to that property to locate my shipment. I informed the company that nobody lives at that property year round. Since then, I have sent multiple requests to have my money refunded or my shipment sent to the correct address. The response from Charlotte Tilbury Beauty *** has been unsatisfactory and unprofessional.

  Business response

  01/05/2023

  Hi ********,

  
  Thank you for shopping with Charlotte Tilbury.

  
  Were sorry that you had a difficult time getting in touch with us and that we were initially unable to change the address on your order.

  
  We recently experienced our most successful holiday season ever which resulted in unprecedented contact volumes. We try our best to exceed customer expectations, but we understand that we did not do so in this case.

  
  We can confirm that a member of Team Tilbury has been in touch and has provided a solution, although we know this took longer than expected.
  

  Please know that we appreciate you taking the time to share your experience with us as this allows us to revaluate our processes and ensure situations like this dont arise in the future.

  
  We hope to welcome you back to Charlotte Tilbury again soon.

  
  Should you require further assistance, please reply back to the current email chain you have with our customer care advisor and we would be happy to help.
  

  All the best,

  
  Team Tilbury

  Customer response

  01/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased some make-up online during Black Friday deals as a gift. I placed the order on November 28,2022. A week had gone by and I didnt see anything about the items being shipped. So I filled out an inquiry online and right away they shipped the items. When the items arrived it was missing an item (luxury palate) I looked back at the invoice of the shipping notice and noticed the item was listed as zero that they did not ship it. *** tried to make a phone call but they turned off their phones and now the item shows as sold out. Ive contacted them through their email inquiries because phones are shut off three separate times regarding this issue and have not received a response. I just want my $39.75 back for the item they did not send me but charged me for. Turned off phones and will not respond. As a customer is extremely frustrating when all you want is your money back for something you did not receive.

  Business response

  12/19/2022

  Hi ********,

  Thank you for shopping at Charlotte Tilbury
  

  Were sorry that your order arrived without the Luxury Palette in Pillow Talk. We also apologize that your inquiry wasnt resolved when you first reached out to us about the missing item.
  
  We can confirm that a refund of $43.52 has been issued back to your original form of payment as of Monday December 19th, 2022. This amount should be reflected in your account within 2-5 business days. You should have also received a personalized response from a member of Team Tilbury on this date as well.

  
  As this is the busiest time of the year and we have just had our biggest Black Friday event ever, we are experiencing delays in replying to our customers. We understand this is frustrating and we appreciate you taking the time to let us know how we dropped the ball in this situation as it provides us the opportunity to think about how we can improve our service in the future.

  
  Should you require further assistance, please reply directly to the email you have received from Team Tilbury.

  
  All the best,
  Tilbury Loving Care

• Initial Complaint

  04/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order: SO#************ PO# ******* Order Date: 11/23/21 Ordered several products from Charlotte Tillbury Beauty ***, 2 items arrived broken. Sent an email immediately about the items and was traveling and I could not return them immediately. After I returned, tried to return them through their website and I was bounced out their site because it was 0ver 30 days. Took several phone calls to get help. Here is what happened next:1. I wrote email after opening package that 2 items broken and stated I could not return them immediately bc I was traveling the next day. Ended up being gone for a few weeks.2. Called cust. ser. was told there was nothing they could do bc it was over 30 days. Told them I wrote an email informing them2 items were broken. Than was told to write another email to customer service. I did.3. Than told to send a photo of the broke products. I did.4. Than received an email stating I COULD RETURN THE PRODUCTS AND they SENT A LINK TO DO SO.5. Tried to enter my info but would not accept order number bc it was past 30 days.6. Wrote another email explaining site would not accept my order number.7. Than I was told to send a screen shot of the Error on the page. I did.8. Auto-Email comes back - sorry we can't service you bc 30 day policy is over. Sent several emails since and all come back with same - 'sorry I can't help' even though the return has been cleared.9. Their policy states you could not get refund over 30 days. Wanted a replacement not refund.10. I have a string of emails over one month. On Feb. 28, 2022 a **** ****** * stated they were sorry items were broken, and I could get a free shipping return label but that link didn't work either. 11. More auto-emails stating sorry we cannot help.I've been extremely patient with their customer service, emails and procedures. There is no one to talk to and emails are useless.

  Business response

  04/20/2022

  Hi there,

  
  Thank you for shopping with ********* *******.

  
  Wed like to apologize for the condition some of the items in your order and for the lack of support you received while trying to find a solution for the damaged items. While we understand that items can sometimes be damaged in transit, we were not as accommodating as we should have been when you initially reached out for assistance.

  
  Our records indicate that Team Tilbury reached out unsuccessfully by phone on April 1st, 2022 and followed up by email to confirm that the damaged items you received would be replaced. Although we didnt hear back,your *** tracking shows that the new items were delivered on Tuesday April 5th,2022.
  

  We appreciate you taking the time to let us know about your recent experience as this gives us the opportunity to provide coaching to the team members involved so we can avoid situations like this in the future.
  

  Were sorry once again for any inconvenience caused.
  

  Please let us know if we can assist you further by emailing **************************************************************.
  

  All the best,
  

  Team Tilbury

• Initial Complaint

  02/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  1/22/22. 9/41 p.m. Order #*******; $50+; cryo-mask. The company states they do accept returns. I have followed the company's procedure to return my item. In response to my request for a mailing label, the company repeatedly responds with the same: "Please write above this line, include order #, etc..." I have completed required info, repeatedly. The product is not designed correctly and I am not happy with it. I have used the product one time and it is In original condition. I believe that their tactic is one of "wearing the customer down with lack of helpful response" until the consumer gives up.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩