[Please see edit at the end for update.]

I placed an order on Nov 16th, 2024 for $89.92 with Natura Market and never received my package. The company sends you an email when your order is confirmed, has shipped, and when is been delivered. I placed my order on Nov 16th and I received a confirmation that it shipped on the 18th. It usually doesn't take longer a week to recieve my orders. When the two week mark came and I still hadn't seen my package nor did I recieve a confirmation email that my order arrived, I sent them an email to inquire about my package's whereabouts. This was on Dec 2. I didn't hear back from them right away as it was the weekend. I received an email back that Monday that my package had been delivered. I told them I hadn't recieved it. They sent me a digital copy of the invoice of the address and the photo the courier took upon delivery. The address was incorrect and photo looked like it was taken in the lobby of an apartment complex. My package was sitting against wall and not even in front of a door, just left in the open where anyone could take it. When I told them this they said they'd get ahold of the courier to see if they could retrieve the package and deliver it to the right address. Over a week went by and they didn't get back to me nor did I recieve my package in that time, so I emailed them again for an update. They said they were in communications with the courier about this and would get back to me. Another week went by with no update, so I emailed them once again and expressed my frustration with the situation and asked for a refund. They emailed me back to say they are checking with the courier if they can retrieve the order or if they could open a claim for it so they can either request to reship an order to me or file a refund. I told them I'd rather have the refund at this point because it's the holidays and I'm going to be traveling and will not be available to recieve a new order.

It's currently February 12th, 2025 and I still haven't recieved a refund nor an update. This has been the worst customer service I've ever experienced. I've been shopping with Natura Market for years and have spent thousands of dollars with them. I won't spend one penny more.

Edit/Update:

Not TWO HOURS after I made this review did the company contact me to inform me they will be issuing me a refund. They also demanded I remove my review.

Up until now they've been purposefully vague in every correspondence and told me repeatedly they had to wait to hear back from the courier before they could issue a refund. This kind of immediate response —only AFTER I left a negative review— tells me they were always able to refund me my money from the very beginning and have just been giving me the runaround in hopes I'd just chop it up to a loss and move on.

It's one thing to ask if a person could edit their review to reflect that a company has contacted you and has worked to rectify the situation; it's a whole other thing to passive-aggressively tell someone "We managed to see your review to us and we really appreciate it if you could kindly delete it already" — to which I kindly decline. I will not be deleting my review as transparency and accountability are important values to me.

Grateful for websites like Trustpilot, where companies can't just delete, offer incentives or pay to hide unfavorable reviews. Prospective customers have the right to know these things before giving their hard earned money to a company.

Had they handled their error more professionally and humbly, I would have given them more grace and likely continued to give them my buisness. As I said before, I won't be doing buisness with this company again.