Natasha DenonaReviews of natashadenona.com

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!!!!

Awful brand. Never got my order and their customer “care-less” don’t even reply to my emails

I am over a month waiting for my order and when the 'wecare' at natashadenona.com service team responded, they basically said, we have no idea. Wait 1-2 weeks for another update. This is totally outrageous for a reputable company and I will never order again.

I placed an order and paid but I don't receive my goods! The package seems to have been lost but no one cares. Customer service is not responding.

High quality make-up. Since I have tried Natasha Denona eye-shadows, I simply can't use another brand and have even given away my Chanel and Dior stuff. So, what's wrong ? Their customer-service... I ordered 3 midi-sized palettes for friends' birthday presents - so the total amounted to quite a pretty sum - and never got them. I rather think it went stolen in the forwarding process, because the carrier had ignored all my mails and there was no phone number to contact them. Anyway, ND is responsible for the shipped items, so I naturally turned to the customer-care service and had to send 5 mails, plus a message on their Facebook page and another one on Instagram, to get a reply. They promised a refund, which indeed arrived a couple of days after. So, not too bad, will you say... Yes, but what about my order ? Those palettes were for birthday presents (past now, of course). What about my time and energy to claim a solution ? Can't ND choose a more reliable carrier ? Why no PayPal paiement ? It would be so simple, since purchases are secured... I love Natasha Denona products, I really do, and wish to try the new blushes and foundations, and I also like make my friends discover the brand, but I must say, although I got a refund, I feel a bit cooled off. Shall I push my luck and try again or just limit my choice among the few articles displayed on Sephora website ? Sounds quite a pity, don't you think ?

I would say worst customer service - but it's literally non existent. They sent me another person's order, included with their packing slip - it had all of their personal information on it, including the credit card number. Which means that whoever received my order, received all my personal information as well. I've tried contacting them 5 times to discuss this privacy breech and I've only received 1 reply asking for pictures. Following that, I was refunded my order but I never asked for my order to be cancelled or refunded, just wanted the products I had originally ordered. Unless their customer service team reaches out to fix this, I will never purchase another Natasha Denona product ever again and will advise everyone I know against purchasing products from this brand. I understand mistakes happen, but to not even HEAR back from their team regarding this is horrendous.

HORRENDOUS CUSTOMER SERVICE. Because of a sale I ordered directly from ND rather than Sephora. I should have my head examined! (It’s the second bad experience out of 2). After a week my product hasn’t even shipped yet. And you can’t speak with a live human. What a disgraceful business.