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.
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