Charlotte Tilbury

 Unreal Skin Sheer Glow Tint Hydrating Foundation Stick

I am writing to share a very disappointing experience I recently had at your store. I have shopped at this location before, but this experience left me feeling embarrassed, frustrated, and honestly hesitant to return. I came into the store to purchase several items. After receiving no assistance while shopping, I made my way to the checkout counter and realized I had forgotten to pick up a Lancôme mascara primer. I asked the employee at the counter if he could help me locate it. His response was, "It's where it says Lancôme." I explained that I knew where the Lancôme section was, but I had been unable to find anyone to assist me and had not been able to locate the primer. He stared at me and said, "Oh, you want me to go get it?" I explained that I was simply asking if he minded getting it while I was checking out. Again, he responded, "But you want me to get it?" before walking away. When he returned, he held up the product and said, "You are talking about this, right? It was where it said Lancôme." I found the entire interaction unnecessarily condescending and embarrassing. What the employee did not know was that my father-in-law had just passed away. I was grieving, overwhelmed, and simply not processing things as well as I normally would. I was not asking for anything unreasonable—I was asking an employee for assistance finding a product I intended to purchase. Unfortunately, the problems did not end there. When I arrived home, I discovered that the NARS concealer I had purchased had already been used. Two days later, I drove back to the store and asked to exchange the used concealer for a new one. Instead of simply exchanging it, I was credited for the concealer toward another purchase. I did not realize what had happened until I had driven approximately 35 miles back home. I called the store and spoke with Emily, who told me they would make it right and that she would address the issues I had experienced. I then had to make another trip back to the store. The employees retrieved a new concealer for me, although I am still unsure how a straightforward exchange became so complicated in the first place. During that visit, I also noticed four employees standing together talking while no one was assisting me. Thankfully, I eventually found Christine. I want to specifically recognize Christine because she is ALWAYS on her A-game. She was kind, helpful, attentive, and made sure I had everything I needed. Given everything I was already dealing with personally, her kindness meant more than she probably realized. If it had not been for her, I honestly think I might have broken down in the store. I was given a couple of samples for my trouble, which I appreciated. However, I was told that they could not provide a gift card or similar accommodation, although I am aware that accommodations of that nature have been made in other situations. This was one of the most humiliating and frustrating experiences I have ever had in a department store. I understand that mistakes happen, and I am not expecting perfection. What bothered me most was the way I was treated when I simply asked for assistance, followed by the additional inconvenience of receiving a used product and having to make multiple trips to correct the situation. I sincerely hope Emily follows through and addresses these concerns with the staff. Customer service should never leave someone feeling embarrassed for asking for help. I currently have another item that I need to exchange, but after this experience, I am genuinely uncomfortable and anxious about going back into the store. I should not feel that way about returning to a store where I am a paying customer. I hope management will take my concerns seriously, review what occurred, and take appropriate steps to ensure another customer does not have a similar experience. I would also appreciate a response regarding how this situation will be addressed. Thank you for taking the time to read about my experience.

[I received this product in exchange for my honest review] While I selected the wrong shade do it was a bit too dark for my current tan level, it went on very smoothly, was nice and creamy and easy to blend. I was able to create full coverage that was luminous and not too heavy.

I love how this makes my makeup look super glowy and dewy only thing i dishlike is i feel like there is not enough product for the price point especially using it as foundation it goes quickly

After viewing the videos I really wanted to purchase. Application is beautiful. It is really glowy, which can be a nefative. But the main reason for three stars is after a few hours, it begins to settle in fine lines.

I love how luminous and hydrating this is, and so easy to use espcially on the go for a no makeup look. It does settle into creases unfortunately but its fuxable with a dusting of powder iver thise areas.