NARS Cosmetics Reviews 122

If possible I would have given zero stars, I’ve actually never had a worse customer service experience with a company. Imagine building an order, they ship it incorrectly so you call and they tell you they can stop the shipment and return it no problem but when you ask to have the order recreated and sent out correctly they tell you it can’t be done at the same discount. Horrible , horrible customer service, I can find better brands to support and will just no longer purchase from Nars

Date of experience: June 30, 2025

Absolutely warm and welcoming atmosphere from when my friend and I walked in and had a great consultation and conversation with the staff, especially Erin who made the consultation and shopping in nars amazing while going through makeup products in the shop and Erin was great informing us what products were best suited for us and it was great to meet her ❤️

Date of experience: June 27, 2025

Adeline was amazing customer service I’m Westfield knew everything about the products was very helpful and bubbly

Date of experience: June 27, 2025

I don't know about the product itself because I realized right away that it wasn't the right color for me. But trying to return it has been an incredible customer service nightmare, and I think I'm going to have to give up.

Date of experience: June 12, 2025

Ordered a foundation for my mums birthday. The package arrived 2 days later totally empty! An empty box.. had to call to get another one sent out. Spent ages on the phone, had to sign something online to say i wasnt lying and 2 days later they still havent sent the replacement. It should have been sent out immediately next day delivery for the inconvenience!! Never again.

Date of experience: June 12, 2025

I visited your new outstanding Nars boutique in glasgow last Friday to attended the amazing master classes .The staff were just Lovley and the boutique was abs stunning .I will certainly be visiting your awesome boutique on a regular basis basis . I am 70 yrs old and was made feel like a queen 👸🏻 Thank you 🙏 and ps your products are simply beautiful 👍🏼 love from ann Marie harper aka glamourgranann x

Date of experience: May 16, 2025

No refund given. I have returned the products and been waiting for my money back. I contacted them several times but they keep saying that they are checking with the warehouse. Poor customer service and worst experience. Stay away from Nars

Date of experience: May 09, 2025

I placed an order and requested a return shortly after receiving it. I was sent a return label that didn’t work. I contacted customer service via email, since the phone number listed doesn’t even work (seriously?!). After several follow-up emails and repeated requests, I still haven’t received a valid return label.

This is by far the worst customer experience I’ve ever had. No support, no solution, and zero accountability. I feel completely scammed. Absolutely unacceptable – shame on this company for treating customers like this.

Date of experience: April 01, 2025

Love their products, especially the concealer and Lip Powermatte Pigment. Exceptional customer service when I had an issue with an eyeliner. Would definitely recommend Nars

Date of experience: March 26, 2025

Horrible situation: I paid more than 60 euros for this product (official Sephora Shop), and after less than a month, the dispenser cap got stuck inside, preventing me from using the product with the pump. I am forced to use it by taking it with various objects, like a makeup brush, thus contaminating the product.

Date of experience: March 24, 2025

This is a review of my experience in the new Nars store opened on Buchanan Street in Glasgow.
Went in excited at getting some new makeup but clearly Im not the clientele they are looking for. Not only was I looked down upon by the staff but the customers in the store too. Wasnt greeted by staff, was rudely asked to move while a staff member accessed a draw, I walked around groud floor only trying a couple of items but was made to feel out of place. Not a place for a petite south asian woman in her 40s, dressed in everyday work attire.

Date of experience: February 28, 2025

I would actually give them 0 stars if it were possible. I ordered two products in November, one of the products they sent was not at all what I ordered. They said I could return for a full refund, however I do not have a printer so the only way for me to return was via Royal Mail which would incur a cost. I don't see why I should pay for a return which was their error.

Eventually I managed to get a label printed and returned the item. I returned it on 3 January By 20 January I still had not had a refund. After countless emails I finally got a refund, only to find they had refunded the wrong product. I immediately contacted them and they asked for photographic proof of which item I kept. I sent this immediately but still to date, over a week later I have not heard anything from them.

Their customer services is probably the worst I have ever encountered. Their products are ok until you have a problem and then you have no hope of it being resolved.

Date of experience: November 29, 2024

I bought a foundation where the lid was faulty - I sent photographic evidence. I am waiting now ofr over three months ( since September 2024 ) for the pre paid label which they are blaming Royal Mail for !! they would not send me a new item even though the delay is due to them not sending me the label . this is ridiculous . a reputable company should look after its customers

Date of experience: January 06, 2025

I bought a foundation in September. The lid is faulty and does not secure.
Sent pictures, video evidence and proof of purchase via email but NARS stated they did not receive! Resent to same email address.
Finally on 12th November NARS confirm they will refund but it will take time as they’re experiencing some issues with their prepaid labels. Still waiting on 24.12.24.

Date of experience: September 27, 2024

I bought 4 sessions of make up from Nars Reading Georgia served me who was absolutely brilliant, friendly and very professional. I love their products, applying the foundation on my face felt like as if it had a added moisturiser.
I highly recommend popping in John Lewis Reading

Date of experience: September 08, 2024

I do not recommend purchasing anything online, especially if it doesn’t match. I took the shade finding match on the NARS website online., well they sent me a foundation that was not even close to my skin tone!! I called NARS CUSTOMER SERVICE and asked if I could return it to the closest retailer and exchange it, they said no, I would have to send it in and get a refund … Soooo, I went to UPS put the label on that came with the product… 2 1/2 weeks later they said that they still haven’t received it, but the UPS tracking number that I had said that it had arrived at it’s a destination!
Finally , at three weeks they said it was at the warehouse … another two weeks and I finally got an email that said they were preparing my refund .Now it’s been six weeks it says refund has been processed but I have yet to see it in my account So including the wait time to actually get the order was almost 3 1/2 weeks so that in combination with the six weeks of waiting for my refund that still hasn’t shown up in my account. Completely ridiculous!!! it’s not like we’re living in the early 1900s, and things had to be shipped by stagecoach. I would think with a prestigious , high end product retailer, they would have a better system , customer service, and take better care of their customers . Oh and to top it all off the customer service representative that I spoke with was very rude, as if it was my fault that I got the wrong shade! It is very obvious that NARS customers are not their priority!! I don’t recommend using the match finder online … believe me they were 20 shades off from my skin color !! I’M NOT HAPPY AT ALL WITH THE EXPERIENCE ,I definitely won’t buy again from them. I’ll go back to Dior ‘

Date of experience: September 10, 2024

I popped into Nars Covent Garden after a bad experience with charlotte tilbury and a lady called nusrat was sooo helpful. I would go back to that store just for nusrat and her customer service experience. ❤️❤️❤️

Date of experience: August 28, 2024

Good customer service.

I was served by Diana, customer service call centre for nars, and she was helpful.

Date of experience: August 16, 2024

This is simply the worst experience with a cosmetic store ever! Never again!

They send the package within one month. One month, Karl! And only after a mail request, they report a delay due to "some problems with the system." And no, they will not apologize to you as a gift or even a promo code for a discount. They just pretend everything is fine. Even 2 miserable samplers were not added as a gift. Only a gift provided by the promo code.

In addition, they can just miraculously refund the money for this order, and then write them off again in two weeks! This is terrible! Their support is just as bad. Regardless of the quality of cosmetics, I will not recommend anyone to buy from them!

Date of experience: June 21, 2024

I visited the NARS counter on 18th May for a full face makeover, and I am extremely disappointed with the experience. The makeup artist used her fingers for every application, including eyeshadow, concealer, primer, and eyeliner. Typically, when finger application is used, the product is first placed on the back of the hand to avoid unhygienic practices and cross-contamination. However, the artist dipped her fingers directly into the products and then applied them to my face.

The next morning, I woke up with my eyes welded shut, severely inflamed, swollen, and itchy. I could barely open my eyes, and it felt like the onset of conjunctivitis. This condition persisted throughout the day, causing significant discomfort. By Monday, my eyes had worsened, and I sought medical advice. I had an eye infection and had to get a prescription for eye drops, which I used for five days.

I have reached out to NARS multiple times to address the unhygienic methods used and to seek a resolution for the £80 I spent on their products, which I now feel unsafe using. Additionally, I had to pay for a prescription to treat the infection. Despite my efforts, NARS has not offered an apology or a refund for the service/products.

I am highly dissatisfied with the lack of response and resolution from NARS. This experience was not only unpleasant but also hazardous to my health. I hope this review prompts NARS to improve their hygiene standards and customer service.

Date of experience: May 18, 2024