The whole experience has been very disappointing.
I recently bought a jacket from Natura at Barcelona airport and, unfortunately, the whole experience has been very disappointing.
From the very beginning, the jacket had a very strong chemical / petrol-like smell, which is still present even after several rinses following the care label instructions. In addition, the jacket releases a lot of dye when hand-washed. For a new garment, I do not consider this normal, and it makes the piece almost impossible to wear.
I contacted Customer Care, sending photos of the dye and my receipt. The first reply was that they had sold many jackets of the same model with no complaints and therefore did not consider it a defect. I wrote back, insisting on the issue and pointing out that this situation does not align with the values Natura promotes (respect for people, commitment to the planet, and more responsible fashion). Eventually, I was invited to visit a store so staff could assess the garment in person.
I went to a Natura shop, but they refused to give me a refund and only offered a voucher. They did not have the jacket in stock, could not tell me in which shop I might find it, and advised me to go back to the airport store. When I went there, the product was no longer available.
As a result, I have spent time, money and energy, and I am still left with a jacket I cannot use because of the strong smell and excessive dye bleeding. As a customer who chose Natura precisely for its sustainability and responsibility values, I expected a more coherent solution (exchange, refund, or at least more careful handling of the issue). At this point, my experience with the brand has been very unsatisfactory.