Review Time
Customer service is useless! I purchased a palette that developed a rancid smell soon after I have recieved it. I contacted customer service asking if there have been other cases of smell change and if the palette is still safe to use. I sent them batch number to check this specific batch as well. The answer was: batch code means nothing to us and we won’t check anything. I suspect that I have received a very old batch that went rancid and they won’t check the batch number because they know it. Super disappointed.
I ordered directly from Natasha Denona, €107.10 for the Circo Loco Palette, order #25294. The package arrived without a single piece of tape or seal, they didn't even bother with basic scotch to keep it closed, meaning anyone could have opened it, and of course the palette was missing. I always record every parcel delivery in case of problems, so I had full video and photo proof showing the package was unsealed and the product missing. Since the video file was too large to attach, I sent the photos right away and offered to share the video through another method if they provided one... but of course, I never heard back on that.It has now been more than nine days since I reported this issue, and I still have no refund, no resolution and no response. All I got was a generic “your case is under review” reply 9 days ago that lead nowhere.What makes this worse is that their customer service actually lied to me. A few days ago, after sending another e-mail requesting a response, they wrote: “Hi, I hope you’re doing well. I messaged you a few days ago and haven’t heard back…” This is simply not true as shown in their own conversation history. The only thing they had sent me was a generic “under review” response and nothing that required a reply. What exactly did they expect me to respond to? When I did reply to that message, they ignored me again.This feels like a deliberate tactic to wear down customers and avoid taking responsibility. It is dishonest, unprofessional, and insulting to anyone who spends money on their products.For a so-called “luxury” brand, this is shocking behavior. I would never order from their website again and strongly advise others to avoid it as well.
I bought the nude pallet with an eyeliner crayon. The crayon broke immediately. Though I purchased from Amazon, they do not stand behind their product and will not replace it. It’s not that great. I would give this a negative mark if I could.
I purchased the "I Need a Nude" eyeshadow palette, expecting a pristine, high-end product. Instead, I received a used palette. There was someone else's makeup on the outside of the container, and three of the shadows were visibly pressed. This was not a minor factory imperfection. It was clearly used.When I reached out to customer service, they asked me to send pictures, which should not be necessary for a premium brand. I sent four pictures clearly showing the issue. After multiple emails, their response was dismissive. They claimed the shadows are pressed at different levels during production. This was not a factory pressing issue. This was a USED PRODUCT. Instead of replacing it, they offered me a ten percent discount to keep it. Seriously? I paid for a brand-new luxury product, not someone’s return. It is not even sanitary to offer this option. The entire process required six emails and a voicemail that was left but never returned. Their phone support is nonexistent, and their emails do not even include a personal name of the representative, making it impossible to know who you are dealing with.This was NOT my first but it was my last purchase from Natasha Denona. I am so sad because I love their concealer and foundation powder.But their terrible customer service and unacceptable quality control is not something I can overlook. Avoid purchasing from them. If you must buy her brand, but at your local store.
I returned my order over a month ago, and Natasha Denona has ignored my messages and failed to issue my refund. Their customer service is completely unprofessional, evasive, and unresponsive. I’ve wasted so much time trying to get a basic refund. I will never purchase from them again—beware if you ever need to return anything!
Ordered a primer along with some other makeup items. The Primer is clearly faulty - its watery consistency with 'grit' in it - I can only think the ingredients have separated (perhaps in the stock room for too long maybe?) Tried everything thinking maybe it was me - shaking it, warming it on my hands before applying but its still the same. Reached out to ND customer services LESS THAN A MONTH AFTER RECEIPT to ask whether this was normal and if the product I had received was faulty only to receive a generic 'sorry its 30 days after purchase' reply - so clearly it IS faulty otherwise they would have offered an alternative recommendation for application. Be aware if you order from outside USA (because the orders take ages to arrive) because half of your possible reporting for faults is taken up with the lengthy delivery process!
I’m really glad about the review I wrote when you look at all the reviews here. There’s one positive and just so many negatives that they would give less than a zero if there was an option to do that that is exactly how I feel. Terrible company terrible customer service prices through the roof rip offdon’t buy from this company. Read the reviews before you before you buy don’t waste your money spend your money on a company that appreciate you and your custom
Terrible customer service! There’s phone number to call and everything is done over the phone. They took a long time to respond to me and then told me no returns when the website has a return policy! They refused to address this and then closed my case. The customer doesn’t care at all. And, I used their process to determine the right shade for me, and it wasn’t a match! Don’t buy from them unless you’re sure of the item because there is NO returns!
I placed a large order from Natasha Denona on 26 Nov. They sent a confirmation order after the money was deducted from my account and then I heard nothing from the company - no tracking number, no shipping update and I got no responses from commenting on their social media posts and sending them DM’s until I left public comments on their social posts. My item only shipped on 16 Dec. It is now 24 Jan and I still havent received my items so I contacted their customer service as the international tracking number they provided was not accompanied with any information as to who is the courier company so I was unable to follow up directly with the local carrier. I knew asking ND customer care themselves would prove fruitless considering how inefficient they have been thus far. The customer service just told me what I already knew and could see from the tracking. They are of course aware of which shipping partners they use but they simply made no effort to supply this information and replied in the most lazy unhelpful way imaginable. This company is unable to manage the volume of orders they receive, they know full well how shockingly poor their customer service is and they don’t care. It is a disgrace that a business like this is doing so well. I wont support them again out of principle.
It's been a month since I ordered, they even shipped it to another country and said to pick it up there. Customer service is TERRIBLE. They don't even care gives a shit about you. Literally scam. All the answer mails are auto mails. Shity brand with shity service.
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