A NIGHTMARE WITH NATASHA DENONA GOLDEN COLLECTION | Not How I Thought This Would Go!

Hi lovelies,
Today I'm going to be sharing my recent experience purchasing the new Natasha Denona Golden collection as well as sharing my first impressions!
**** Ad Info ****
This video is NOT sponsored. Links below to products used/worn in the video are affiliate so if you choose to use them to make a purchase, I will receive a small commission. I purchase all products myself unless they are clearly marked as GIFTED, in which case the brand has sent them to me with no obligation to post.
My skincare routine:
• No 1 SKINCARE PRODUCT ...
My Eyelash Growth Serum
rstyle.me/+eNYScwM9Re96_pv7DQ...
**** Products Mentioned ****
Natasha Denona Golden Eyeshadow palette
rstyle.me/+FbGL6afBmK-_hJUG4o... (Cult Beauty)
rstyle.me/+YiQVO6YQZRmjJXTS4_... (Sephora)
natashadenona.com?sca_ref=4230390.SnPLptutQQ& (Natasha Denona) Use Code: Charlotteholdcroft for 15% off!
Natasha Denona Golden Highlighter trio
rstyle.me/+KgtcHh59Bzqmtaivqi... (Cult Beauty)
rstyle.me/+mHWL2f7qN8WaPVCjJ6... (Sephora)
natashadenona.com?sca_ref=4230390.SnPLptutQQ& (Natasha Denona) Use Code: Charlotteholdcroft for 15% off!
**** Other Makeup Worn ****
Benefit Precisely My Brow Detailer
rstyle.me/+kcL0807wa4VDkaLfF-...)
rstyle.me/+RBBl0pZuvXZ2_Em2dd... (US)
Nars Soft matte concealer (for eye primer)
rstyle.me/+lPuAp3y7BVJe2shh9D... (UK)
rstyle.me/+lOemp_PNdCthG5Cmhl... (US)
Pat McGrath Undereye Powder 'light' (to set eye primer)
go.magik.ly/ml/xmzf/ (UK)
go.magik.ly/ml/xmzs/ (US)
Charlotte Tilbury Pillow Talk Mascara
bit.ly/3ExWUhu (UK)
bit.ly/3VktWrC (US)
Tom Ford Soft matte Primer
rstyle.me/+P1syklAQe8Fw15s6aM... (UK)
rstyle.me/+GnShdI8Bgm4WnTKKKk... (US
Tom Ford Shade & Illuminate Foundation
rstyle.me/+_TCQIAsVvAnNN4yHtJ... (UK)
rstyle.me/+7BThIsE16ZEPJJMJa4... (US)
Haus Labs concealer
rstyle.me/+q8ZQZ3hK54YWDS0dkJ... (UK)
rstyle.me/+N9MhSo0iW-INBeo3OJ... (US)
Givenchy Loose powder (03 Voile Rose)
rstyle.me/+Ai3nGIMWSMLQnJPoei... (UK)
rstyle.me/+C00PIg53q5wK_o47Bu... (US)
Gucci Bronzer
go.magik.ly/ml/yprk/ (UK)
go.magik.ly/ml/yvyh/ (US)
Hourglass Blush ‘At Night
rstyle.me/+pVMKmeP5kR_bFRvIu8... (UK)
rstyle.me/+apCFXA0Lpl8dSk8dBO... (US)
Lancome Idole Squalane 12 Hydrating Butterglow lipbalm (30)
go.shopmy.us/p-5733598 (UK)
rstyle.me/+AQk7V67IFHK-xh_BHC... (US)
**** What I'm Wearing ****
Top: Swifty Merch!
Nails: OPI Last Glam Standing
go.magik.ly/ml/15n9y/ (UK)
shop-links.co/174749169610543... (US)
My Brushes:
Rephr:
* www.rephr.com/?vr=oereeo
Sonia G:
* go.magik.ly/ml/xpg4/
BK Beauty
* go.shopmy.us/p-2866001
**** My Closest Foundation Shades ****
Winter shade | Summer shade
Chanel = BD41 | B50
Cle De Peau = 040 | 060
Dior Backstage = 2WO | 4WO
Estee Lauder = Tawny | Shell Beige
Haus Labs = 190 | 260
Hourglass = 8 | 10.5
Lisa Eldridge = 17 | 19
Nars Natural Radiant Longwear = Patagonia | Aruba
Pat McGrath = 14 | 18
Shiseido Synchro Skin = Bamboo | Citrine
Tom Ford = Shell Beige | Golden Almond
**** Contacts ****
Instagram: charlotte_holdcroft
Business Enquiries: [e-mail]

[@CharlotteHoldcroft]

Hi all, ND came straight back to me regarding my broken highlighter and refunded it no quibbling! So some points won back there ❤

[@rab5074]

Honestly, I'm shocked you don't receive this in PR. I want your opinion before I spend my money. Thank you for the honesty and review. I stopped buying from a different brand because of the customer service lying to me. It's so frustrating

[@alyquick1599]

Such a shame about the CS. Worth the wait as you look stunning.

[@debbieotoole1072]

I'm glad you got a refund

[@cristinamerlini]

Im glad you got refunded since it came broken 🙏🏼 it took too long to get to your hands :( I bought it in the Sephora online (Europe) and got it even sooner than I expected (was quite surprised) but they only had the eyeshadow palette and thank god cause I did not waste it on the trio highlights and gloss! But I do LOVE the eyeshadow palette

[@albenadzh]

No points back as no amount of money could compensate the negative emotions you went through. I won't spend my money on ND website anymore.

[@GailKuzyszyn]

Charlotte, we are happy to see your review even if it is later than those of the other You Tube ladies. We are not children; we can wait.

[@Rebeltime94]

Did you listen to her explanation? 😅

[@Littlen80]

Surly, we can wait❤

[@marielle7505]

Watching this video with no interest whatsoever in purchasing this palette. I'm here for you, not for a swift review per se. Will be watching no matter what.

[@CharlotteHoldcroft]

MVP! 🎉🎉

[@ShonaMM75]

Same ❤

[@cailllou25]

Same lol

[@amomentwithmileva]

I have been wearing this palette with only the mattes, outstanding. I did that with the GLAM palette too absolutely stunning looks with the mattes. Of course she is known for her shimmers but her mattes blend like a dream for me and look stunning. You need to be on her PR LIST ---- you are over due.

[@CharlotteHoldcroft]

Awww thank you!

[@patriciaschmidt4786]

I would like give positive comments on two companies with fantastic customer service experiences, and they are BK Beauty and Lisa Eldridge. Any problems were resolved well, and they showed care for the consumer. I will always order from them both.

[@foreverglow5685]

The companies that don't always provide PR should have an expedited shipping for creators

[@CindyLouWho77]

I give Charlotte loads of credit for not throwing her creator status around. There are many creators in the beauty space who you just know are very demanding and pains in the butt. Not Sweet Charlotte!

[@whippetgood]

I agree that Charlotte is amazing, but I also love seeing creators having real experiences with brands, not special treatment bc of who they are. There are brands I’ve had bad experiences with that influencers LOVE and will never see what I’ve seen bc they get preferential treatment

[@notes_to_elle8664]

Ah perfect timing for a Charlotte video, I just signed off work and am waiting for the pizza I've rewarded myself with for being willing to do today at all. 😁

[@CharlotteHoldcroft]

🥰🥰🥰

[@NewDay0321]

I watch every single one of your videos. Mostly without any intention to buy because I'm on no-buy. I love your videos and your honesty

[@CindyLouWho77]

Charlotte, I’m in NYC and I’m seriously taking into consideration ordering from UK sites only in camaraderie. You are so lovely, funny, and skilled.

[@CharlotteHoldcroft]

🫶🫶🫶

[@cynthiafisher3392]

I had the same type of experience with Ulta and I went from buying approximately $2000 a year with them to zero. I vote with my dollar and you should too!

[@Niccis_Narrative]

I’ve had issues with Ulta but if I was forced to go only Sephora or only Ulta, it would be Ulta. I’ve been shopping at Sephora since I was 19 and I’m now 42. They are like a toxic relationship. I got the 2500 point $100 gift card. And they must be the ONLY company that makes you use it all at once because I lost $36 of it. Because I thought I could use the rest at another time. And rouge rewards are just crap now, you can’t get the free makeover and I did the $90 makeover…you don’t even get to pick out what you want to try. Everything I wanted to try to see if I liked it enough to buy it they didn’t have in their “kit” the girl was really nice but I didn’t pay $90 and a tip for niceness I wanted to try out products I wanted to possibly buy. Never again.

[@fauxtaux]

Well handled, Charlotte! It is a mystery to me how a company who depends on influencers to advertise can be so very bad at delivering the goods. Do they really expect for reviews to be completely independent from service provided? Bottom line is that *you* are providing a very critical service for them. I am glad that you did give us an unbiased review of the product. As someone with a very pale but definitely warm complexion, I value your honest and straightforward reviews. 🙏🙏🙏

[@shanavillines790]

Love your videos! I hope ND sees this and puts you on her PR list!

[@CharlotteHoldcroft]

I sincerely doubt it 😅

[@AC-qo8oq]

This gives us the full perspective though, perfect for reviewing instead of what PR gets

[@CamilleRodriguez]

I’m glad you still made a video with the collection. 💛 my highlighter palette also came detached. Luckily not shattered, so I just glued it back in and it’s fine now. But for the price, that shouldn’t be happening.

[@lavayuki]

This is insane, I thought Pat McGrath had bad customer service but didn’t expect it from ND as well. At least you got it refunded with the highlighter. I never actually ordered from their site due to the international shipping thing. I always ordered off Cult Beauty because they give a 20% NHS discount and Im ok with waiting. I can understand as a creator you need first dibs, it’s tougher for us UK folks but at least we aren’t as late as Australia. US is lucky they can return even opened stuff, we can’t return anything even if unopened

[@calcal4438]

I work for the NHS, I had no idea we got 20% off cult beauty! Where do you get the code? X

[@lavayuki]

@@calcal4438 its the blue light discount, you pay just 5 pounds for the card but you get discounts at almost every UK store, even starbucks give you a discount, and clarks and skechers also have 20% off. I saved hundreds of pounds with it over the years especially on beauty

[@orlyshapiro314]

I was buying only Natasha Denona but had terrible customer service from her website that I just said forget it and not buying anymore from her! They lied to me and it was over getting points back that were taken off. It was honestly ridiculous

[@CharlotteHoldcroft]

Oh wow...

[@cristinamerlini]

Watching you review while I’m preparing my family dinner is TOP notch! They heard your voice and left me alone!!! I’m in MY ZONE! Do not disturb when listening to you ❤❤❤❤❤❤

[@Tagehano]

I will always wait for your reviews and they’re never too late for me ❤

[@anniej.4539]

I purchased two of the Golden palettes because I was SO excited that she put one out that I could use more than two shades, and mine are so much lighter than the photos and swatches and videos I’m seeing. I bought this palette promo for the Teak shade, and mine is soooo light. It’s not nearly as deep as in this video or any photos. Flesh is so much lighter, all of them are barely there and almost grey. Is anyone else experiencing this? Both of mine are like this and absolutely do not look like or apply like I’m seeing in every video, photo, and swatch.

[@jelena2752]

I do not understand how so many brands and retailers do not understand the importance of good customer service. Some retailers have bought me for life because of the sweet person replying in a timely manner and doing all they can to help. I would buy from them even if it is a bit more expensive, because who wants their nerves wrecked over some makeup or clothes. Thank you for sharing your experience, I think most of us can relate with that feeling, at least I can. Love your review. Love all of your content❤

[@nicolekhorasani7019]

Charlotte, you look stunning in this palette!!! Definitely those colors are right up your street. I love your Chanel Charlotte. Thank you for all your reviews & funny giggles you give us. ❤️

[@happybeautytoyou]

You always give a fair assessment, Charlotte. Would love more eyeshadow looks as the golden tones suit you!

[@lissettejavier3777]

Dear Charlotte, sorry to hear you had to go through that. And as for your product reviews coming out a little later, no worries. I still love to hear your reviews on products. As a good pupil you have taught me to have a cooling off period when I get excited about a new product, to consider watching many different reviews and to not pay full price for an item. So I am more patient about spending my money on cosmetics. So this video doesn’t actually really feel late to me. Luv your blog, and be well and have a great rest of your day. :)

[@bentereekers9808]

The hourglass blush looks beautiful on you, you're right.

[@lovefilles]

This palette os so much fun to me and I absolutely love the tones, no red no pink, just perfection!

[@marix3581]

You are always helpful ❤

[@meganryan9945]

Charlotte despite the hardship you did a great job at reviewing this collection! Thank you! You do the best reviews and impressions❤️

[@samantha200]

I was waiting for your review before purchasing! Thank you for your video and honest review. I'm sorry it was so frustrating!

[@cynderella2867]

Thank you for doing this review for us. The colors really suit you.

[@katyp.2495]

I wasn't going to faff around getting it from the ND website, and waited for the palette to arrive here on Cult Beauty and/or Sephora. Got mine last Friday and I'm very pleased. A friend ordered it from her web site but the delivery took so long I actually received mine before hers arrived 😏!

[@nickysragtales1]

Three weeks to arrive which I think is a very long wait, I only bought the eyeshadow palette which I love and it came really well packaged. In future I will shop from Sephora UK, so sadly you won’t get the affiliate bonus but Sephora now ship to Ireland. Would love to see more looks from this palette, you are never too late!

[@dianehereshko2051]

I love your reviews and make tutorials. You looks are more of what I do it's simple and elegant and classic

[@carriebrooks2664]

Yes.. To more looks!!!

[@MsBNoodle]

You handled this extremely professionally ❤

[@powerpuffpoodle2473]

I love your nails how they match the color of your background light 😍😍😍

[@CharlotteHoldcroft]

Oh thank you!

[@jd_lifestyle]

I honestly haven't been excited about Natasha Denona launches in a very long time. I feel like the majority of her palettes over the past few years and become less inclusive when it comes to shades that can work on deeper skin tones. It feels very intentional (although it may not be). I used to love her palettes because it was one of the brands that made shades deep enough and rich enough to work on my skin tone. The Golden Palette is pretty but does lack depth and variety after losing the teal shades. I might buy it but not at full price. It's worth $40 max..in my humble opinion 😏😂

[@weatherandsky]

totally agree!!!! I was hoping that at least one of those nudie shades (that look the same) could have been richer in tone.

[@lesliespencer7942]

Thanks for making a video - it is timely, given the sale.

[@patriciaschmidt4786]

More looks will be great! Thanks

[@valentinapascal327]

Hi Charlotte, today your look is stunning, loved your look. And seems like even without makeup you look today especially!

[@maria_bun7]

I had already bought the palette at launch (Sephora), but I really wanted to see this video at any time. Because we love the WAY you review products more than the review itself😊and can we have more looks, please?

[@suzisantana]

I was waiting for you review. You and Alicia are my favorite influencers. This looks gorgeous on you!

[@CharlotteHoldcroft]

Thank you!

[@magaliolalde2028]

Thanks for the review whenever you could do it, we need to know all of this to decide to buy or not and from where. Thanks a lot ❤😊

[@morallyGray38]

The look is stunning

[@tracymcarlson]

As if I’d ever miss a Charlotte video! 😊

[@CharlotteHoldcroft]

You're the best!

[@silkywhite01]

Im so happy to see YOUR review regardless.❤

[@Kiwi_Christine]

The palette looks beautiful. I wish I had that one instead of the nude palette because these tones suit me a lot better.

[@cindyo6298]

omg your nails look really cool

[@SarahHovley]

I so appreciate your honesty and your fairness in your review in spite of the terrible customer service. 👏🏻👏🏻👏🏻🥰🥰🥰

[@jillpotts7472]

u r one of the most honest utubers!

[@stargazerbird]

Very pretty. Looks fresh and classy.

[@CharlotteHoldcroft]

Thank you!

[@jessabeauty917]

Frustrating situation, Charlotte. It sounds like my experience with Sweed recently. The palette shades are phenomenal on your skin. This palette has been a good addition for my collection.

[@bevyoung2009]

Your makeup looks gorgeous 😍

[@CharlotteHoldcroft]

Thank you!!

[@carriebrooks2664]

Wow! Gorgeous look! I have been waiting for your review!!! I am getting , but not just yet.($)..😅....Im sorry you went thru such nonsense!

[@Desertmermaid52]

That eyeshadow palette color story looks beautiful on you. I wish I looked good in those colors. 😮❤

[@CharlotteHoldcroft]

Oh thank you!

[@patriciaschmidt4786]

Looking forward to makeup and movies.

[@katherineseymour6239]

Stunning ❤

[@phoenixgirl11]

I love your integrity. Thank you 🙏

[@staceyshiwak1659]

It is a beautiful pallet! It truly sucks having a bad experience! 🙁 Your makeup look is beautiful on you! ☺

[@raisin21]

Thank you for an interesting and useful video 😊😊😊

[@Hillcountry_Catholic]

PS I bought this already, used it several times and I’m really enjoying it. But I was so excited to watch your video. That said, I can totally understand where you’re coming from in feeling disappointed and not being able to get the video for this up earlier and I I also consider that it takes a lot of your time to make any content you do for us. And I know you have young children, as I do too, so I know you don’t have a lot of free time. So I really can understand your frustration on that.

[@goldencarla]

I’m Sorry Charlotte… NO One Deserves to be treated like that. ESPECIALLY YOU‼️‼️‼️😞💖💞

[@zipperdidoodah5411]

Great review thank you. As you always remind us Charlotte - it's not limited edition - so we don't need to rush to buy it - we can wait for your review first and then make an informed decision :) So thank you for uploading a review - lovely to watch. Also.... Like you, I had problems with ND Customer Service last autumn - I ordered a large palette - can't recall which one - and it arrived smashed up. Black Friday was just beginning and I saw the same palette on the site 40% cheaper, so I asked to return the smashed one for a refund, but it took them so long to reply, the BF sale was over when they did and they offered me 10% off to keep the damaged palette (when they were offering 40% off for a perfect one 24 hours before emailing me!) or a refund if I returned it. I was furious - I'd missed the BF window because of waiting for their reply, to know where I stood. So I returned it for a refund (which I got). I eventually bought it from Selfridges in store. The lady kindly (at my request) opened the pack to check all was well before I bought it. Now that's good service. I didn't get any money off, but UK Selfridges deserved my money as they looked after me well. So I will not be buying from the ND website again. Also I don't understand how their points system works - I've amassed a good number of points but the site will only allow me to spend a small number of them on each purchase.. very strange. I've never come across a website like it.

[@Desertmermaid52]

Yay movies and makeup video coming soon! 🎉🎉🎉

[@Mama-de-Tia]

Cannot wait 🎉

[@CharlotteHoldcroft]

🎉

[@carriesweeney1672]

I’m watching this whilst on a cruise ship berthed in Palma, ar the end of our week long holiday. I also ordered the palette on 4th June as i thought it would be lovely for my holiday! Unfortunately it arrived on Tuesday 18th, the day AFTER we left home. 🙈 In future I’ll wait and order ND items from a UK stockist. I’m looking forward to getting home and opening mine. I just hoping mine are intact. Thanks for posting this really honest review.

[@dkladiann]

I stopped looking at her pallets after getting the I made a nude and finding that the quality was not as good as the previous pallettes😊, the pans are kind of loose in the power, and the colors were a little chalky

[@lisasmith7]

I don't always comment, but I do always watch. Beautiful. ❌️⭕️

[@loriarsenault7418]

Holy moly wow wow beautiful I need that one 😮❤❤

[@aoyhan5757]

I'm sorry that all happened to you. That sucks, but you're not too late! I value your opinions so anything you review is great!! Thanks Charlotte! ❤❤

[@Silviaexcuchuflus]

Hi, Charlotte!!! I’m so sorry for your experience with ND. In my case, as an anonymous consumer, I don’t need to rush to get the new products 😅 I don’t have the option to order directly from ND bc they don’t ship to Spain, but I have options like my local Sephora or Cult Beauty. This palette for me is a summer everyday palette 💛💛💛

[@annysa3662]

I will watch palette reviews from you even if they are later than most. No worries.😊

[@wagnerab1958]

I love your reviews so I don't mind waiting if yours does not happen on the launch date. Sorry to hear about your experience and am glad that you did get your refund. I'm in Canada and did order this palette from the ND website and all went well but had no idea about the no return policy for International customers so I really appreciate you letting us know.

[@akb5531]

If I had that kind of experience, it would be the last time I purchased their makeup. I understand that because of your business, it is a problem of a different kind. I appreciate your explanation of your experience up front. Honestly, this makes me not want to purchase anything from her. There is way too much great makeup out there for me to buy, so who needs that?

[@CharlotteHoldcroft]

Yes it's tricky as it happens so often!

[@lisalovesphotography]

Oh Charlotte, how frustrating! I hope ND realizes that they have impacted your business by providing such poor customer service. There’s zero excuse for such an experience, and I certainly will think twice about shopping from them directly. In other news, that top and the golden eyeshadow look really highlight your blue eyes!

[@melindagenitempo2359]

I love the pallette and I'm appalled at the inexcusable poor customer service I just had to say goodbye to my kitty and was crying while watching but I am always here for you 💕

[@lesliehatch-herman9325]

🥺

[@nancytipton7602]

I'm so sorry for your loss of your kitty. Lost my best cat ever a little over 3½ years ago, and I'm still not 100% over losing him.

[@melindagenitempo2359]

@@nancytipton7602 yes still in shock

[@whitneylacey2942]

I have stopped buying from the Natasha Denona website as they took ages to dispatch the goods to the UK. I still buy Natasha Denona but from U.K. 🇬🇧 websites only. Charlotte I agree with what you say about buying from Natasha Denona direct, the packaging of the products for dispatch ( PML please take note!) is top notch. The few orders I placed directly were packed in their retail box, wrapped in corrugated cardboard sheet, placed inside a buff coloured box & then finally placed in a larger outer cardboard box which was packed/stuffed with brown paper. I have bought Natasga Denona from Selfridges & only one palette came packed as per buying direct from Natasha Denona. Same with Sephora U.K.🇬🇧 only the Golden palette came as securely packaged as per the Natasha Denona website 😊💕

[@marybonome9279]

Your reviews are worth waiting for! I hate ordering online as I need to see in store! I bought mine at Ulta-what you experienced is awful! I had one similar experience with the View thru Space something😂😂?So frustrating- poor service and the same type of actions. I agree- never shop from this website again! The site I shopped from is blocked from my memory! If I find it I'll send on so your viewers don't get duped! 😢

[@Miki-Thomas]

Don’t care about the palette, but I will always watch your videos, because you’re one of my favorites!! And I’m thankful for the feedback on ND in general. Will make me think twice about buying in the future.

[@Hillcountry_Catholic]

Ugh yeah I’ve dealt with that kind of thing. When they won’t reply to you really pisses me off. These days there’s really zero excuse for that, especially within a business.

[@mariacrowe2948]

Oh Charlotte, what a nightmare indeed. I ordered mine from LF and had it 4 days later in Ireland, and that was no waiting list etc..... Love this palette, have used it everyday since I got it, everyday bling for me lol.... def worth it but sorry you had such an ordeal getting it.

[@CharlotteHoldcroft]

🥰🥰🥰

[@sarahroot3650]

I've wanted that Hourglass "At Night" blush for probably actual years now. I think I'm going to finally get it. I hope you do another video using the golden eyeshadow palette, the browns are different than I expected, the matte shades. The one is almost sort of green?

[@Voicetospeak]

It will be so useful if you make some looks with the yucca and golden palette together! I only have golden but I’m curious if I want the yucca also, mostly for the mustard and green. Please, I’ll be your friend! ❤

[@Voicetospeak]

Oh and pretty look! I love timeless eye looks like that!

[@sharonburr9880]

Come to Australia, we’re extremely used to waiting not just a mere few weeks longer for many products. And a couple of stores including Sephora and Mecca our other big makeup store have things locked in place for several top brands so we cannot order directly from the USA or the uk. Saying that I do always try to purchase from Mecca because you can return any product within two months no questions asked .

[@katherinekelly9689]

Hi Charlotte, I am sorry about the shipping delay, I still appreciate your honesty on these products, I love the look you created,it’s so beautiful, I have watched other creators & the highlighter trio have come unstuck , the glue not holding the same two shades as yours, I haven’t purchased anything from Natasha Denona website because it comes from USA, I feared my order may come broken & I can’t afford to buy it twice, so I will buy it in store ( Sephora), so here in Australia we also get a delay in when ND products arrive in Sephora. Love Katherine xoxo

[@lauramiller751]

I'm sorry you had such a bad experience! I'm in the US and normally have a much better experience with her website than I do with Ulta. I ordered the Biba palette from Ulta once and they sent it in an envelope with hardly any padding, so it arrived completely destroyed. The orders from her website are usually packaged well, but I do think her palettes in general tend to fall apart more easily than other brands. I definitely wouldn't take one of them on a trip!

[@jennifermajor5013]

I had the same issue with Merit! It makes it hard to love a brand without having good (not even great) customer service. Xo❤

[@mamabear8373]

I hear the frustration in your voice. I hope ND can improve on customer service because its one of my favorite brands. Companies are capable of stopping an unfulfilled order. Infact I canceled an order from Too Faced that was already shipped and they were able to reroute it back to the company. I agree too about the highlighter pallet. I whish she would sell singles!

[@adiktd2makeup]

I admittedly purchase most of my products from Sephora solely based off customer service experience. They also have a 60 return policy, which is fantastic (in the US anyways) I know I end up not getting discounts most of the time that way but I tell myself if I “want” it but don’t “need” it and it’s pricy I try to wait for a build up of Sephora rewards points or for the 2 Sephora sales they do per year. So I personally feel you should follow through with ND affiliate program as you best feel comfortable and at peace with. Thank you for always being so open with your feelings! 😊

[@elainebines6803]

I've never ordered from PM coz of the bad reviews on shipping and customer service. I'm only half way through video but I'm sad for you Charlotte. It's because you are so professional and I'm really not saying it for brownie points, I mean it and I feel that you feel some way responsible about ND order, if we went through your affiliate link and we were treated in this way. It's not your problem and I have even more admiration for you hilighting this. 😘

[@CharlotteHoldcroft]

Awww, thank you ❤

[@user-hz5ji5sy7w]

You should try the darkest highlighter on the cheeks. Every content maker that i have seen do that, even though they thought they couldn't wear all 3 shades has been delightfully surprised! Natasha does say that all 3 are wearable by everyone! try it! 😃

[@CharlotteHoldcroft]

😬😬😬

[@LoveMyGSDs]

I had no intentions of buying this palette (I’m cool toned and feel like warm tones look horrible on me)and yours is the only review I’m watching. I’m watching it slowly because I enjoy watching your videos and because I knew your review was late so I wanted to support you. 😊

[@onestep2dee]

I’m also cool toned and decided to take a gamble despite knowing many of her palettes feature warm tones in them. A reviewer described this as a neutral palette and I definitely agree. I can wear every shade in here without looking so odd because of my pale cool colored skin. Even the bright gold color called Oro looks good on me and yellow is a color that I have trouble with sometimes. ND is having a sale right now. Don’t know if this collection is included or not though.

[@leahbsly]

I've always had good experiences with ordering from the ND website. I did, however, have a bad experience with MAC. I ordered a few different lip products. All but one were shipped together, and a lip liner shipped by itself. The lip liner never arrived, so I emailed their customer service. I never got a response, so I went to the website and did the live chat. The rep said no problem, we'll get that shipped out to you asap. Well, that one never arrived either. I did not waste my time emailing. I just went back to the website to do the live chat again. The rep apologized and said they'd get it mailed out to me asap along with a free sample. Guess what arrived....the free sample and no lip liner. I just gave up at that point. 😂

[@DeborahCarlston]

Late or not, I still wait for your reviews. I kept my old ND Gold palette and it's still fine. But you used new shades and now I have a bit of FOMO. That said, I can hold on for a sale. That palette will be stunning for fall and holiday too. Sorry you had such a poor CS experience. Thanks for the video.💚

[@cristinamerlini]

Charlotte are you thinking about picking up Wayne Goss makeup brushes (the new ones and the new (less expensive) ones? ❤🙏🏼 would love your opinion on them!!! 🙏🏼🙏🏼🙏🏼🙏🏼🙏🏼

[@magdalenadetoffol6406]

I tried shopping directly from their website twice. Both times unsuccessfully. You’re very right, the customer service is terrible.

[@Mama-de-Tia]

Would watch this even if it was a year after the launch - apart from the fact that I would watch you making reading a telephone directory funny - I don’t always buy products at release…

[@stoptheclock6750]

Bad customer service is the worst. It is really hard for me to enjoy a brand or product after a bad service. I had issues with a Dior backstage pallet I can't get over.

[@annazielinska574]

I bought this palette for my mom, who only uses gold eyeshadows (I bought it at Sephora Poland and it arrived the next day after ordering, almost 3 weeks ago). So far, she has only used mono eye shadows. As soon as I saw this palette, I knew it was perfect for her and I was right. it's beautiful (the palette, but so is my mother;)) It cost me a lot of self-discipline not to buy one for myself. But maybe she'll lend it to me someday?😅

[@ladymissg76]

What an absolute nightmare! I'm so sorry you had this experience. I hate to say this but I had a similar experience and I live in NYC. I purposely ordered from the ND website because they have always packaged my orders so much better than Ulta or Sephora. Not this time. I also received a broken highlighter trio and it was not well packaged. It was in an open-ended bubble sleeve that wasn't taped close and placed inside a flimsy bag, not even a bubble envelope or a box for shipping. It took about 2 1/2 weeks to resolve the issue and get my credit and Rewards money back. It took them 5 days to respond to each email I sent and the initial response was a copy/paste impersonal reply saying I would receive a credit for my order. I was not offered a replacement and the Rewards credit I used wasn't returned to my account with a new code. I had to ask about it in 3 emails until they finally reissued it (not that I'll ever use it!) I definitely didn't receive an apology. I finally got my credit and a new Rewards code over the weekend. I have a UPS account and noticed that they put in a damaged claim on the package. It most definitely was not UPS's fault that the palette arrived damaged. I just think they are dishonest and provided heinous service and will not buy from her website again.

[@ProfMary]

I do trust your judgement about the Golden Palette. It does look very enticing but I haven't gotten it yet. I wanted to hear your thoughts. So sorry you had such a bad experience with customer service. How frustrating!

[@lauramocza5523]

Charlotte I was wondering how the highlighter compares to the other ND highlighter that just came out? Which formula do you prefer? Thank you! 💕

[@lunamcnally2062]

I have been TRYING to resist this palette in favor of maybe a YSL quad in similar tones due to ease of travel, but you’re not making it easy! This color story looks Iike it was designed FOR. YOU. How very disappointing about the customer service. I hope someone on her team who cares comes across this review. I agree 1000% about the highlighter trio - I keep picking up my Berry trio to use the highlighter out of there even when I’m not using the rest of it. Of course their margins are SO much lower when we buy through other retailers rather than direct, so you’d think they’d bend over backwards to be accommodating to direct purchasers. I’ve been waiting specifically to see this review from YOU. And…aaaargh!

[@CharlotteHoldcroft]

LOVE these tones!