Natasha Denona Reviews 

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.

Website states items are returnable but when I contact their customer service was told they are currently not accepting returns which was not stated anywhere on website. Was extremely disappointed in concealer quality which is way over hyped. Formula extremely drying on even my combo skin and customer service is awful. Don’t buy from company.

If I could I would rate-1!!. Truly appalling customer service!. One of the items I purchased was a lipstick called averyl, a nude pink lipstick, however what I recieved was a toffee brown lipstick packaged as averyl,with the averyl label!!. I sent customer service an email to request a refund or send me the actual correct averyl shade, together with numerous photos CLEARLY displaying the fact that they'd sent me the wrong shade but they are refusing to accept this!!. I am now being ignored by customer services on both email and WhatsApp, absolute tumbleweed!! This order is from 18th November and I'm still writing to CS despite being ignored! Utter disgrace and essentially false advertising, either that or an error on their packaging line! I am now taking this to financial ombudsman, trading standards and the press. I purchase 95% of all my goods on line and can honestly say that in my approx 20 years of on line purchasing have NEVER experienced anything like this!! Disgraced, amazed and appalled!!

I can’t believe what I’m reading. Are they actually talking about Natasha Denona? Impossible, every pallet I bought from Natasha Denona has performed with high-quality. She’s up there with Pat McGrath in my book. Her matt formula are smooth like butter. And her high performing shimmer and wet look formulas are impeccable. Go on YouTube and see what I’m talking about. She doesn’t have a bad palette! All the MUA’s use her pallets on celebrities. I have all her pallets and I can’t wait for her next one. After reading all of the bad reviews I believe most of them came from the same person because it’s simply not true. It sounds like a pissed off customer that’s all. What they’re saying is not true. Natasha Denona shadows are high quality shadows with high-performing formulas. O the other branch nce you buy one Natasha Denona pallet, you’ll get rid of all other brands, seriously 😁

Très déçue du site Natasha Denona. J'ai passé commande le 21 novembre 2024. Je n'ai pas reçu la palette commandée. Après 2 relances au SAV qui me disait que ma commande était envoyée alors que le tracking DHL montrait que le colis ne leur avait toujours pas été remis, je reçois un e-mail aujourd'hui ( 1 mois après la commande) pour m'avertir que la commande est annulée faute de stock.
Je vous conseille de ne pas acheter sur ce site. J'aurais mieux fait d'acheter sur Sephora, la différence de prix du black Friday était minime et là au moins j'aurais reçu ma commande.

Please do not order from this website! Order placed on 23/11/24 and not received until 21/12/24. Customer service is non existent. I tried several ways to contact them, eventually getting a response on socials to say they would look into what was happening with my order…that’s about as far as it went. Thankfully I’d used Klarna so I was able to escalate it through them. As I didn’t think the order would ever arrive, I purchased in the meantime through Sephora. I now have a duplicate order as it’s almost impossible to return anything to Natasha Denona. The only saving grace this company has is that its products are phenomenal. Do yourself a favour and order through a trusted UK company!

Awful company. I ordered a retro palette a number of weeks ago and have received nothing other that the automated order confirmation.

I have also received no reply when contacting them via their “We care” portal.

I would give them a zero if I could. I will never buy from this website. You're better off buying from Sephora! Their customer service is terrible. They say if a product is damaged or gently used it can be returned however then say that all sales are final. YOUR PRODUCT WAS DAMAGED. You can't get through to anyone to even help you. Run run run!! Do yourself a favor and never order from their website.

The customer service at Natasha Denona is anything but responsive and customer friendly! I saw the hype on GMA Steals and Deals back in September. I had heard about the brand and ordered a lip liner and lipstick. I received the order in latter part of September.

Given I don't use makeup daily as I WFH, I only use products 2-3 times a week. That said, it was time to increase the amount of lip liner. When I twisted the top it came off. I hadn't even got 5 weeks of use.

I immediately reached out to their CS team letting them know details. I never received a response from the first email complaint. Week and half later, I sent it again.

I finally received a response a few days after that. No apologies just "sorry, this can't be replaced it is past the 30 day window"...Wow!

Guess what? I won't ever buy this brand again!

I rarely leave reviews but I am forced to do so. First I only use Natasha Denona products and I shop at Sephora. However, Sephora stopped carrying a Platte I wanted. So I placed an order #92035 on June 13, 2024 through their website. On September 2024 I got a notification that it will be shipped. I waited and waited and it said delivered September 25, 2024. So I contacted customer service and they said they delivered it to someone else. They offer a refund or if I wanted the products. This is the arrogance that really angered me. Like what kind of customer service is this. The very least they could is give me the products and a refund or give me a free palette for the huge inconvenience. So I email that to them. No response. I send a follow-up email. No response. Its November 6, 2024 and I haven't received the products nor a respond from them. The other thing is that this company is based in NYC and Israel. With all the political stuff that is going on I expect their customer service to be exceptional. I will start sharing my reviews on other platforms.

La gestion des envois de commande est catastrophique.
J'adore la marque, mais son service logistique est à revoir.
Le SAV répond assez tard aux mails envoyés, de ce fait, une fois qu'ils répondent vos colis sont en cours d'envois...
Je ne recommande pas d'acheter sur le site de la marque !

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!!!!