Natasha Denona Reviews 68

I am extremely disappointed with my experience with Natasha Denona.

I placed Order #232445 and trusted this brand with a purchase that is quite expensive for me. Unfortunately, I NEVER received my package. The tracking number (FedEx 399483199227) has shown “delivered” since March 13, yet I have absolutely nothing.

What is even more frustrating is the complete lack of support and accountability from the company.

I was told that the courier claims the order was delivered, but I was NOT provided with any valid proof of delivery:

no photo of the package at my door
no signature confirmation
no evidence that the package was handed to me

From my side, I can clearly state: I did NOT receive this order.

Despite explaining this multiple times, I have been completely ignored. No proper investigation, no assistance, no resolution — just silence.

This is unacceptable.

Under U.S. consumer protection practices, including Illinois state standards, the seller is responsible for ensuring that the goods are delivered to the customer. Marking an item as “delivered” without proof does NOT fulfill that responsibility.

At this point, I am formally requesting a resolution:

either a FULL refund
or a reshipment of my order

If this issue is not resolved promptly, I will be forced to escalate further — including filing formal complaints and publicly sharing this experience across my social media platforms and consumer protection channels.

I truly hoped to resolve this privately, but the lack of response leaves me no choice.

This situation reflects very poorly on the brand.

Khrystyna Skorokhoda

Wordt experience ever

Ordered 2 palettes
They arrived broken

Had to return them
2 months after I still dont have the right refund

Dont order from ND
Their customer service is the worst

I made a purchase on your website, but upon delivery, the products were in colors that were not suitable for my skin tone. When I contacted your team to request a return, I was initially informed that, because the items were purchased on promotion, they were not eligible for return.

After sending multiple emails explaining that under European consumer law customers have the right to withdraw from a purchase within the legal cooling-off period (regardless of whether the item was purchased on sale), I was eventually told that I could proceed with the return.

I returned the products, they were received by your company, yet no refund was ever issued.

I sent several follow-up emails and only received a response after I opened a chargeback with my credit card provider. At that point, I was told that I would only be refunded if I cancelled the chargeback, which is completely unacceptable.

This entire experience demonstrates a lack of professionalism, transparency, and commitment to customer service. I will never purchase from your brand again and will make every effort to share this experience publicly so other customers are aware of how returns and refunds are handled.

At this stage, I am still awaiting the final outcome from my credit card company regarding the chargeback.

While I love Natasha Denona products, I will no longer be buying anything from their website in the future. I ordered two concealers and a small eye palette. A few days later, they sent an automatic email saying I would be refunded for the concealers because they were no longer available. Well, then why on Earth were they listed as in stock on your website?
And without even consulting me about whether I still wanted the remaining item, they went ahead shortly after and shipped just the small eye palette. So I ended up paying a 10-euro shipping fee for something that costs around 14 euros, when I could’ve bought it from Sephora. I messaged them, kindly asking for a refund of the shipping fee since this was their mistake—both for not consulting me and for not updating the website accordingly. They completely ignored me and never responded.
It’s a bunch of unserious, incompetent people running the website who do not care about customer satisfaction whatsoever. I’m not going to get richer over 10 euros, but out of principle, given how they handled this, they will no longer have me as a customer. In the long term, they lost much more by losing me as a customer than they would have by refunding a 10-euro fee.

I bought two eye shadow palette. They arrived to Italy where I live very quick and they are top quality. I am thinking of buying another one! Obsessed! 🥰

Customer service is useless! I purchased a palette that developed a rancid smell soon after I have recieved it. I contacted customer service asking if there have been other cases of smell change and if the palette is still safe to use. I sent them batch number to check this specific batch as well. The answer was: batch code means nothing to us and we won’t check anything.
I suspect that I have received a very old batch that went rancid and they won’t check the batch number because they know it. Super disappointed.

I ordered directly from Natasha Denona, €107.10 for the Circo Loco Palette, order #25294. The package arrived without a single piece of tape or seal, they didn't even bother with basic scotch to keep it closed, meaning anyone could have opened it, and of course the palette was missing. I always record every parcel delivery in case of problems, so I had full video and photo proof showing the package was unsealed and the product missing. Since the video file was too large to attach, I sent the photos right away and offered to share the video through another method if they provided one... but of course, I never heard back on that.
It has now been more than nine days since I reported this issue, and I still have no refund, no resolution and no response. All I got was a generic “your case is under review” reply 9 days ago that lead nowhere.
What makes this worse is that their customer service actually lied to me. A few days ago, after sending another e-mail requesting a response, they wrote: “Hi, I hope you’re doing well. I messaged you a few days ago and haven’t heard back…” This is simply not true as shown in their own conversation history. The only thing they had sent me was a generic “under review” response and nothing that required a reply. What exactly did they expect me to respond to? When I did reply to that message, they ignored me again.
This feels like a deliberate tactic to wear down customers and avoid taking responsibility. It is dishonest, unprofessional, and insulting to anyone who spends money on their products.
For a so-called “luxury” brand, this is shocking behavior. I would never order from their website again and strongly advise others to avoid it as well.

I bought the nude pallet with an eyeliner crayon. The crayon broke immediately. Though I purchased from Amazon, they do not stand behind their product and will not replace it. It’s not that great. I would give this a negative mark if I could.

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.

I returned my order over a month ago, and Natasha Denona has ignored my messages and failed to issue my refund. Their customer service is completely unprofessional, evasive, and unresponsive. I’ve wasted so much time trying to get a basic refund. I will never purchase from them again—beware if you ever need to return anything!

It's been a month since I ordered, they even shipped it to another country and said to pick it up there. Customer service is TERRIBLE. They don't even care gives a shit about you. Literally scam. All the answer mails are auto mails. Shity brand with shity service.

Double down on the shit customer service. After the 118€ order was never delivered, I followed up with them several times, and here is my final correspondence with them.
“I think that this is a fairly unacceptable follow up on behalf of your customer service. I reported the item missing initially in October 16, and then it was “magically” delivered on the 17th with no follow up on that case, and then my follow up in December was too late for a refund? This was a large purchase in excess of 118€ which was never received. 1) your company should assess the carrier that was used to deliver the package, and 2) you need to assess the follow up of customer service when cases are open. I believe I have 2 or 3 case numbers based on the same case for one order, and this is a really poor example of follow-up.
Thank you for your time.”

Ordered a primer along with some other makeup items. The Primer is clearly faulty - its watery consistency with 'grit' in it - I can only think the ingredients have separated (perhaps in the stock room for too long maybe?) Tried everything thinking maybe it was me - shaking it, warming it on my hands before applying but its still the same. Reached out to ND customer services LESS THAN A MONTH AFTER RECEIPT to ask whether this was normal and if the product I had received was faulty only to receive a generic 'sorry its 30 days after purchase' reply - so clearly it IS faulty otherwise they would have offered an alternative recommendation for application. Be aware if you order from outside USA (because the orders take ages to arrive) because half of your possible reporting for faults is taken up with the lengthy delivery process!

I’m really glad about the review I wrote when you look at all the reviews here. There’s one positive and just so many negatives that they would give less than a zero if there was an option to do that that is exactly how I feel. Terrible company terrible customer service prices through the roof rip offdon’t buy from this company. Read the reviews before you before you buy don’t waste your money spend your money on a company that appreciate you and your custom

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 😁

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!