Review Time
I ordered a product, but the wrong address was automatically entered. I reached out to customer service the same day to correct it, and they assured me everything would be fine. Later, they told me the package was lost.They gave me two options: a replacement or a refund. I chose the replacement, but the next day, they said they couldn’t send it and would refund me instead. It’s been over a month now, and I still haven’t received my money. They write in a way that sounds caring, but at this point, it’s clear they’re just making empty promises.
Avoid this company!!!! If I could give zero stars I would worst company I have ever dealt with. Over a week an no update about my order after ringing multiple times to be told wait a few more days every single time. To then be told they don’t know where my order is so they will now escalate it and which will take another few days. Absolutely disgusting customer service absolutely no value in there customers at all. Constant excuses of are you not with in the U.K. which I am so that was not the issue. Just awful won’t ever use there products now.
I placed an order on the 27th, right after I received an email saying the what I wanted was back in stock. Today, one week later, they canceled and sent me a bland short email with no details whatsoever as to why they canceled.So, I tried to write to them using the online contact form, but it does not work (why??)!Then, I decided to spend the extra money to call them: the lady I talked to explained that (against any e-commerce good common sense), what they do is that they might take up to 3 days to process each order placed (big lie: mine was "in process" for 7 days!), therefore, once it is your turn, they might find that the items you ordered are out of stock in the warehouse. So basically it does not matter if their website showed you that the item was in stock, you added it to your basket and submitted the order...basically, there is no way to know if you'll get it! I mean, how stupid is that? I would understand if it was a small company selling vintage items or rare books, but Nars is a big international brand! They sell thousands of units of the same products internationally and they can afford proper management systems to process orders and match the availability shown on the website to the actual availability in their warehouses! Considering the money they make thanks to OUR purchases, I demand that when the website shows that an item is available, they do physically have it!The girl who answered the phone was nice to me and she emailed me afterward, which is great, especially considering the awful CS reviews. So thank you Claudia! - But I cannot stress enough: do not waste your time buying from this website. If you want to buy Nars, depending on the country you live in, do it on Sephora or Brown Thomas, or just don't, because no makeup is worth the trouble.
Absolute WORST customer service I have ever experienced. Their website was broken so they shipped the same order twice, then made it incredibly difficult to return it. The responses I got from customer service were incredibly rude - either they didn't reply, or when they did they were snarky and rude. I was a loyal customer but I will NEVER be shopping with them again.
The website Experience was great and then the shipping is painful and long! I think I waited nearly 10days for a foundation! Come on nars sort the shipping out! Why if your a UK buyer did it look like my package had come from France! That is crazy air miles not cost affective for you or the environment
I’ve ordered from Nars online a few times and every single time has been a disaster. It’s got to be the worst customer service team I’ve ever encountered. Nobody bothers to respond, first of all. Then when they do respond they give the wrong info. Parcels go missing. There’s no interest in reading the chain of emails and you get all kinds of confusing responses (if you’re lucky to get one at all). I’ve ordered a highlighter, which they seem to have in stock. I got a confirmation email 10 days ago. And then radio silence. No follow up, no shipping, no response to three emails. Surely there must be a way to report this horrendous website (of what is surprisingly a good makeup brand) for the way they treat their customers? If someone would tell me I’d happily report them.
I love the products but Customer Service is really bad.I have purchased some products and paid DHL deliverym which according to them should take 2 working days to be delivered. So wrong, they do not even use DHL. I have to write them and ask for a tracking number, which does not give any information where the products are. So, I am going on vacation tomorrow and without my products. Thanks Nars Europe!
I ordered some NARS Products from this website. Currently it's the only way to buy NARS products in Sweden. In the site it's written that it takes 5-7 days to send the package to Sweden. but after one month still I didn't received my package. then I send them an email and they refund my money immediately without any problem.Hope that NARS make it's product more available in Sweden. right now it's only Sephora that sells NARS products and it's in Stockholm and I don't live in Stockholm.
Nice first experienceOrdered on Sunday, received my order on Friday (to France). Unfortunately they don't send an email when they ship the items (they use tracking though), but otherwise everything was well-wrapped and it arrived fairly quickly.
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