Friday, August 31

NARS: A Bad Experience

I've never owned anything from NARS, always loved the brand and always heard great things. I've been to plenty of counters and met plenty of lovely people who worked for them but never invested. Looking at my make up, I really wanted a new blusher and bronzer for the summer and after reading reviews and looking at swatches decided I wanted Laguna Bronzer and Orgasm Blusher. 

After a bit of research, I realised that NARS sold the two together in a 'duo' for £30. I decided I would prefer this one rather than buying them both separately. It would give me the chance to try them both and be convenient for travelling. Problem was, it was a 'limited edition' thing which isn't sold at counters any more. It also wasn't available on John Lewis or ASOS (free delivery otherwise!), so I thought I would just go ahead and order from NARS themselves. 


I placed my order for the product on the 7th August and paid £7 for postage. Ridiculous I know, but I caved and hoped it would arrived in a few days. I received an order confirmation email and the money was instantly taken from my account.

Anyway, on the 16th August, I wondered where the hell my order was (9 days after ordering). I tweeted about it and some of you told me they were based in France and that's why they take a while. I sent them a kind email inquiring where it was with all my details and order number. I received this reply:
Thank you for your inquiry and your interest in NARS. We have forwarded your request to the appropriate department. We remain at your disposal will you need any further information. Kind regards, Customer Service.
Okay, fine. I didn't hear anything again so phoned them on the 20th August (2 weeks after I ordered now). I spoke to a foreign lady who really was no help at all apart from saying 'we will get back to you soon'. She also asked me to forward them my confirmation email (how embarrassing for them) and I then received an email saying:
Thank you for your inquiry and your interest in NARS. We sincerely apologize for the delay. An investigation has been opened and our computer team is solving the problem we encountered on your order. We will come back to you as soon as possible.
Fine, but I still hadn't been told if my product was out of stock or shipped or why it was taking so long. I forward my email and received the exact same auto-mated emailed as the first one. Brilliant. 
On the 23rd August (16 days after ordering), I sent them another email asking where my order was, this time, not so politely and the exact same reply. I then rung them on the 26th August yet again (phoning to France isn't cheap can I add), and spoke to the SAME foreign woman who said 'ah yes, I remember you', like I was causing such a drama. She could tell I was frustrated and said she was sort it out that day. I also told her I was going on holiday and needed it by Friday 31st. I then received this email:
Thank you for your inquiry and your interest in NARS. Following your call, I would like to confirm you that we have forwarded your request to the appropriate department. We will come back to you today before 6 p.m. We sincerely apologize for what is happening with your order. We will do our best to solve this problem.
Did someone get back to me? NOPE, no phone call or email that day. So I emailed that night (YET AGAIN), and said 'Thank you for NOT getting back to me again by 6pm today. Absolutely disgusting service you have! Will be phoning yet again in the morning for a full refund' because quite honestly, I was sick and tired of chasing my order. 
Then, on the 28th August (3 weeks after ordering), I received this email:
We come back to you as we just got some feeback from the appropriate department. We would like to inform you that your order has been prepared and will be dispatched today or tomorrow. We have contacted the carrier to make sure your order arrive before Friday. In order to apologize, you will benefit from a gesture of good will. Once again we sincerely apologize for any inconvenience this may have caused.
They also sent me a confirmation email with a tracking number so I could see exactly where my package was at what time. 

So 6 emails, 2 phone calls and well over 3 weeks later, they finally sent me 1 tiny product which I paid £7 postage for. How difficult can it be? I received my order on Thursday 30th (24 days later) but no 'gesture of good will' they promised. Even if they had thrown in some spare samples that would have been kind. Absolutely awful service, never, ever again.




UPDATE: 1st September

I received a phone call at 5pm today from an English lady at NARS who has promised to refund my postage and allowed me to select a product of my choice from their 'colour' range. I chose the 'American Dream' palette worth £39.50. It shows that persistance does pay off and to be honest, I do deserve this compensation for how awful it was. Hope this was helpful to some of you, it has still put me off ordering online from them but at least all the fuss was worth it ;)

UPDATE: 21st September

I was refunded my £7 postage and I received my American Dream palette today. Just goes to show that its worth complaining!

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35 comments

  1. Oh no! Ive ordered from them once and didnt have any problems. I was shocked at the postage charge but at the time was unaware they were shipping from France. Once I knew that I understood why it was so high!

    Perhaps this was just a one off? Like I said, I've only ordered from them once, so I can only base it on my experience i had with them! At least you have your pretty new makeup to play with though! Theres a positive! xx

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    1. They don't make it very clear they are based in France do they! I don't mind paying more but I don't expect to wait so long.

      It's like that with lots of companies I guess, I was just unlucky! That's true, and it is pretty ;) xx

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  2. Oh dear, I was following it all on your Twitter and it really is ridiculous! I hope you like the product or it will all seem like a waste of time :(
    At least you've learned from it, not to order from them again xx

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    1. I was getting very frustrated on Twitter haha! It is ridiculous! I do, it's just want I wanted (FINALLY) and it came in time for my holiday which is a plus too. Exactly, and hopefully others can learn too xx

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  3. shocking, I would chase your gesture of goodwil too, if they promised if, u should have it! xx

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    1. tell me about it, I emailed them as soon as I opened it and asked where is was but obviously, I've had no reply yet! Will email them this post too xx

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  4. demand your postage back brogan! as soon as any order of mine is more than a day late i demand it back or threaten them with trading standards works every time! so glad you warned me of this though.. I will order from asos! xxx

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    1. do you reckon? I know it comes from France but I deliver to France for The Beauty Closet and no one ever has to wait that long! You're welcome, 100% recommend from ASOS or a counter! xx

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  5. Oh wow, that's one awful customer service! And the shipping rates are ridiculous. I live in Slovenia (EU) and the shipping would cost me 18 euros, which is a bit over 14 pounds! I've never paid that much money for shipping even when I ordered heavy packages from the States!

    Sandra from The Puzzle of Sandra's Life


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    1. I know, so shocking! I don't mind paying extra for something but I don't appreciate waiting so long! xo

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  6. what disgusting customer service, ive had similar problems with other companies in the past! it really does put you off buying from them again..i hope the blush and bronzer were worth it though :)xx

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    1. definitely! and I really had high hopes for NARS. I have to admit, they are wonderful! xx

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  7. This is so awful, nothing worse than bad customer service! I've ordered from them a few times and they've been really good and quick but i'll be a bit wary from now on! Maybe i'll buy Nars from a different site like asos from now on!xx

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    1. tell me about it! lots of comments are saying they've been good, such a shame, I think I was unlucky! I wouldn't trust ordering from them again! ASOS has free delivery too! xx

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  8. That sucks :/ I've ordered from the website on a Monday and it arrived within the week :( xx

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    1. you're lucky! I hoped I would receive that kind of service but unfortunately not :( xx

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  9. No way, this is awful! Can't believe you had to pay £7 for postage and you got it 3 weeks late! Customer Service is so important, I'm not surprised if you don't order from their website again! xx

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    1. I know! So so awful. I definitely won't be ordering from them again! xx

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  10. This is so awful! I was debating ordering for them but I think I will just go to a counter, that is absolutelty appauling customer service!xx

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    1. Tell me about it! I wouldn't a counter or ASOS is much more reliable! xx

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  11. Jeez that is bad. The emails sound like those standard automated ones, not what you need when you need to know what is going on! They should have refunded you the full money for it including postage or at least done something to say sorry, even worse is they said they would then didn't. Soo bad.

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    1. Exactly, really unhelped! That's what I thought, I was so annoyed when I opened the parcel and there was nothing. Disgusting service and everyone should know about! x

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  12. Do you actually recommend the blush/bronzer combo? I've looked at buying it too for ages but such a lot of money to fork out in one go!

    @Miss_PaulaB
    http://www.la-vida-fresa.com/
    xo

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    1. I only got it yesterday so can't say yet! The only place you can buy it is from NARS so I would say no, I don't recommend it! xx

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  13. Awful.. I would demand my postage money back waiting that long. Its disgusting you had to wait that long.

    I hope you liked the product though otherwise that would have been gutting x

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    1. I have tried and they aren't replying to my emails now! Not even automated ones now. Absolutely awful. I do like it :) x

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  14. Aww, I'm so sorry you had such a bad experience from them! You wouldn't have expected that from NARS seeing as they are considered a high end brand. Tut tut NARS! I hope you like the product though, seems a shame that it had to arrive in that fashion.

    xx

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    1. Exactly, very well known and I receive this service! What's worse is that they promised a 'gesture' and I didn't get anything! No samples or a refund for my postage! Bad. xx

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  15. This is terrible, I have had great experiences with NARS in stores but have never ordered online, from now on I will definitely avoid ordering from their website! I do think you should contact them and say that they never sent the goodwill. You should not have waited that long having paid £7 with no compensation, they should at least refund the postage or follow through with their promises!

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    1. I did Holly, I emailed as soon as I opened the box and again yesterday with a link to this post and they didn't reply AT ALL. So awful!

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  16. WOW, that's terrible! With such a big, rich company--they should know how to give good customer service!

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    1. Tell me about it! Was shocked myself!

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  17. wow, how bad!
    It's awful they just sent you a basic 'auto email' which they send to everyone, how un-professional (of a pretty big company) to then ask for you to send them the email!
    I would have been so annoyed to not even be answered and paying £7 for it to be sent. 20 day's after, why take that long to even dispatch it?!

    glad your actually getting something else from them though, too right haha!
    Shocked after reading this! xx

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    1. exactly! Its embarrassing enough sending auto-mated emails and then asking me to forward the confirmation was a total joke! I was so unimpressed honestly!
      haha, so glad I'm getting something finally! xx

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  18. That is such awful service! I never thought NARS would be like that, since they're a well established company and I would have assumed they'd have better customer service! At least in the end after all the hassle you did get a complementary gift to sort of make up for it!

    http://emilylikessmakeup.blogspot.co.uk/

    xx

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