Natasha DenonaReviews of natashadenona.com

I got 4 palettes and they are they best, but unfortunately I ordered another one,but I did not neither receive it nor got my money back. The issue has been going for more than 10 days,the product is costly and the money is paid in full, even before the product gets shipped!! Will never make another purchase from Natasha Denona, so frustrating

I recently ordered an eyeshadow palette from Natasha Denona, and the experience has been a disaster from start to finish. My order (#109904) arrived with a broken palette, which was disappointing enough. However, what made things even worse was the complete lack of a proper return or complaint process. Their website provides no clear instructions or platform to easily file a return or exchange, leaving customers frustrated and without guidance. I reached out to their customer service, and it’s shocking how ignorant they are about handling such issues. A brand this well-known should definitely have a better quality check system in place and a responsive customer service team. It’s frustrating to see that there’s no sense of urgency or accountability on their end. After this experience, I’ll definitely think twice before purchasing from them again, and I’d advise others to be cautious as well. If this happens to you, be prepared to go through a lot of hassle just to get a basic response!

I’d give this brand no Stars if I could. Like others have said, customer service here does not exist. When they are done ignoring you, they prove to be useless, rude, and unprofessional. Not supporting this brand until things change. I received the wrong palette, and on top of that, refused to make a simple change in my address that could have been made days before the palette was shipped, the wrong palette by the way. For how expensive they are they should do better.

I ordered several product in June, and now it's September and I haven't received anything. I contacted customer service multiple times to resolve the issue or get clarification on the shipment, but the responses were inconsistent, or my emails were completely ignored. I even contacted the courier, who told me that the seller never handed them the parcel. Every attempt to activate the refund procedure by following the website’s instructions was ignored by the “wecare” customer support. I was looking forward to buying products from what I expected to be a luxury brand, but instead, I found myself scammed like by the most dishonest seller

Terrible customer service. Once you pay, you’ll never be able to cancel your order. Their customer service will reply you after two days and give you a vague tracking number, then tell you “sorry you can’t cancel your order because it’s already shipped.” After one week you check on the tracking number they gave you and you’ll see no update, the shipment is not even picked up by carrier. They just create a shipment label as an excuse to refuse your cancellation request.

Got a broken palette with stain on it. Sent them pictures and they said the two options are refund or replacement. I let them know I prefer a refund and haven’t heard from them since then, it’s been 4 months.

Horrible customer service! Don’t buy from directly Natasha Denona. I received a damaged pallet and reached out same day. After WEEKS of little to no communication eventually they sent out a replacement shade. NEVER buy from natashadenona.com!

I’m on the fence about their customer service but thought I would bring some positive to a lot of these 1 star ratings. Ordered eyeshadow palettes on the ND US website on 06/24/24 during their summer sale thus giving me a 30% off discount. Received my order on 07/10/24 (2.5 weeks later). I live in Canada and thought for sure I would have to pay customs but my package arrived without the need to! Yay! When I opened my package, it was somebody else’s order. I emailed the CS team right away with pictures and the manifest of the order and they replied within 18 hours to be exact. They apologized for the mix up and said they would refund me my order within 5-7 business days then they said the inquiry was closed since it was “resolved”. Now this is where I’m on the fence… Yes, they replied and “resolved” the problem quickly while never asking for the wrong order to be sent back. So now I have complexion products that I don’t really have a use for but it is nice to know I didn’t pay for any of it. But no, this is not the resolution I wanted. I wanted my correct order to be re-shipped to me at the discounted price that I paid for. They closed the inquiry before I could even ask for my package to be re-shipped. Now the sale is over and I’ll have to wait months for the next one to happen. It’s quite disappointing especially now that ND has exited Sephora Canada. The ND website is now the only way for Canadians to buy ND at discount since Beautylish never has sales. Overall, my first experience with them will not deter me to try again next sale. I wanted people to know they do respond and don’t hold your money hostage. ***UPDATE*** Welp…. Just took away another star. I was told I would get a refund within 5-7 business days. It’s been 10 now and nothing yet. Sigh. What a joke!!! ***LAST UPDATE*** After emailing them 3 times, not hearing from ND for a week, then 2 weeks, I finally get a reply saying I would be refunded. It took them 25 business days, that’s a whole month and 3 days to get my refund and that was with me being persistent and trying to follow-up with their non-existent CS team. On July 11 I was told 5-7 business days to get my refund. On August 15th, I finally got it. It was stressful not knowing if I would eventually get my money back or not. Infuriating not getting responses back from their CS team. Don’t know that I’ll ever shop the ND website again. Unfortunate because I love my ND palettes!!!!