Natasha Denona Reviews 

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.

I usually check Trustpilot when purchasing from a website I haven't used before but didn't this time as I felt that Natasha Denona was a well respected brand. I did make the mistake of checking Trustpilot after I'd parted with my money and judging by the awful reviews immediately regretted my purchase. However, my experience turned out to be nothing like these other reviewers and feel compelled to write my review for balance. I ordered my palette on 4 March and have just received it today, 10 days later. I knew I was making my purchase from the USA and therefore expected it to take some time. I think a week to 10 days is fair. The delivery was tracked, sent to the correct address (surely they just print off the address you give them anyway?) and was received in perfect condition as it was double wrapped in bubble wrap. I live in Scotland, the parcel entered the UK in Heathrow and I was charged no duties. I did not contact customer services as it was not necessary. The only reason I give 4 stars is because I was naturally feeling a little anxious that I'd been ripped off and I didn't receive a shipping notification for 4 days, but again, in retrospect I think 4 days is reasonable.
Obviously this was only my experience but I hope it goes some way to reassure somebody else reading these reviews. I would purchase from them again.

I ordered a palette on Black Friday last year. Still haven't received my palette and have contacted them multiple times about a refund no reply of any sort. I live is South Africa and her palettes are so expensive. I saved up for that palette for more than 3 months. Did I just loose all that money???

Terrible customer service. Ordered from the website and got preown used products. I was horrid. Emailed and sent photos. Got a refund that only covered a fraction of the price. So now I have lost money and have products I can’t use. It’s terrible. I feel scammed .. I will never buy from the brand again

I would give zero if I could. I waited weeks for package to the U.K. free delivery as ordered over £135. The package was re routed because of their delivery and went through customs. Requiring further £40. I’ve no idea what the package will be like if arrives and if damaged they ignore that too. The customer service team have the most appalling indifference to customers. I will never purchase with this company ever again.

* I was asked for feedback for purchase in email..and wrote the above. Negative feedback DOES NOT get published on their website. They have only 5 stars added to their products. Dishonest & disingenuous company.

Appalling customer service. This was my first time ever ordering from Natasha Denona, having never tried the products before. I placed an order on the website and realised I had made a mistake on the order. Immediately tried to cancel but realised there was no way to do so without e-mailing customer service. I got a response THREE DAYS later after the order had shipped. Never mind, I thought, since their website said I should be able to return (under the Shipping and Returns link at the bottom). I emailed customer service only to be told they do not accept returns for international orders, sending a screen shot of their terms and conditions. The fact that they do not accept international returns is abysmal and if this was clearly pointed out on their website I would never have placed the order in the first place. Arrogant customer-is-never-right attitude, and I shan't be ordering from them again, let alone use their products. There are far better products on the market from companies who actually care about their customers. Trust me, your money is much better spent elsewhere.

I have had a refund notification from you for the golds pallette I ordered.

There is no email from you as to why I have been refunded. I find this terribly rude that someone could not find a moment to email me the reason. This was a gift for my mother's birthday present. I run a business and wouldn't dream of cancelling an order without a reason to my customer.

I ordered the nude palette also over a week ago and it still hasn't arrived.

SCAMMERS! DONT BUY ANYTHING FROM NATADHA DENONA USA. EITHER YOR PRODUCTS WILL BE MISSING OR YOUR ORDER WILL BE MISHANDLEDE. RHEY DONT TAKE RESPONSIBILITY. Worst experience pathetic customer service. My order not arrived. And they dont care about customers. There should be signature service upon delivery. But they failed to deliver my order.

Horrible customer service. I have purchased several ND products and did not experience an issue until I needed to return an item as the color did not match. I immediately contacted customer service via email per the website instructions. I have yet to receive a response after THREE emails. I’ve also DM’d, commented on Instagram AND filled out a customer service form on their website. I’ll eat the cost at this point. It was nominal. But, do better. How disappointing.

ND has a new feature on their site to take more money from the customers when they make a purchase. This is called pre-pay custom duty. Which is what I did thinking my package would arrive early since duty is payed there would not be any delays with customs. Well the package reached India (it takes about 2 weeks) and ND team never payed the custom duty to Fedex, and Fedex asked me to pay duty to take my package. I wrote emails, left voice mails but no action or response from ND team for a full 1 week. I ended up paying custom duty again to release my package cause Fedex would not hold it any more for me and since its international package they do not send it back but toss it. I have never been cheated like this by a big brand like this. Perhaps its not a big brand cause they definitely do not know how to provide customer service. Small time shop.

I order from them and when it went through my Visa it was American which was not shown of the invoice. It was 125.00 I paid 168.00 American then Fedex called and ask for 31.00 more.
I said to send it back which they did and Natasha Denona sent me a message saying I will get back only 45.00. I am out of more then 100.00.

Totally in love with the Glam Pallete.
Colours are easy to blend and are beautiful to work with.

Purchased through Cult Beauty for free shipping.

Waited forever for the restock and it was well worth it.

***UPDATE*** I ended up paying SO much tax, it's ridiculous you don't get an estimate. Would not have bought if I had known I would pay ~40 euros taxes. Never from Natasha Denona website ever again...wondering if her products are worth the steep price at all after this. Just so disappointed.

I read awesome reviews on Natasha Denona products and there's a sale on her website that was not available anywhere at the time, so I figured the risk was worth the try...since, I bought from Pat McGrath recently and it was alright despite the vicious reviews on this site.

Her website has some micro setbacks. For instance, I have problems logging in now and I tried using my 10% coupon from the newsletter registration in my cart, but was not able to because SOME of the products were already discounted. It's a bit disappointing that it would not do it for the product that was not discounted, but whatevs. Also, International shipping is pretty expensive for such a profitable brand: 15 usd, but it's free if you buy 150usd < *so I did that :')*

Now I would like to order the rest of the liquid eyeshadow that was on sale and a lip gloss, but I won't pay 15 usd for shipping...

Which btw was pretty fast because my order could get priority (three day-delivery with FedEx) even during the lockdown. All of the products arrived in perfect condition...it's sad that they came wrapped in loads of plastic, but I will use all of this stuff when I move apartments or just for keeping stuff in storage.

I've tried most of the makeup and I am really really pleased. It's a beautiful brand, but it's up to you if you want to pay for the steep price--and in my humble opinion, for the price she could learn a bit about minimal packaging and customer service from Lisa Eldridge. Still, GORGEOUS pigments!!

Absolutely dreadful customer service. The attitude is astounding. Refusing to refund products, high hidden delivery costs, dreadful return policy, and they insinuate the customer is telling lies! The product isn't even worth the high price tag. Much better service from competitors. Avoid as if you have any problems you will be left out of pocket by this awful company. They do not care and see their Facebook page for their negative reviews.