Merle Norman Cosmetics offers premium makeup and skincare products available online and through local studios. This page aggregates shopper ratings and reviews to help you understand the brand's strengths and weaknesses based on real customer experiences at merlenorman.com.
Merle Norman Cosmetics Reviews
2.1
7 reviews
What Shoppers Say About Merle Norman Cosmetics
Created with AI, based on recent reviews
Merle Norman Cosmetics receives polarized feedback from shoppers, with a notable divide between online and in-store experiences. Those who shop at local studios consistently praise the product quality, knowledgeable staff, and friendly service, highlighting the makeup's coverage and performance. However, online shoppers report significant frustration with customer service responsiveness, order fulfillment issues (missing packages and unadvertised promotional items), order cancellations without notification, and difficulties obtaining return updates. Communication breakdowns represent the most common complaint, with multiple shoppers noting unanswered calls and emails.
While long-time customers affirm the cosmetics themselves deliver excellent results, the company's recent pricing increases and operational inconsistencies have tested loyalty. The stark contrast between five-star and one-star experiences suggests that Merle Norman's challenges center on e-commerce logistics and customer service infrastructure rather than product quality. Shoppers considering online purchases should be aware of the documented service and fulfillment concerns that dominate recent feedback.
Customer Reviews (7)
Sorted by: Most recentRachel T.Jul 1, 2025
I placed an order and got charged for it, but the package never showed up. I've tried calling and emailing customer service multiple times with no luck getting through to anyone. I'm really let down by how this company handled my situation.
Dorothy P.Jun 25, 2024
I was surprised to see so many negative reviews about Merle Norman because my experience has been the complete opposite. My local studio has staff who are always friendly, super knowledgeable, and genuinely helpful. Whether I shop in person or order over the phone, I get fantastic service every single time. Orders over $75 even ship free with priority mail. They regularly send discount cards for special occasions and birthdays. If you want quality products and great customer care, definitely reach out to your nearest location. You'll be happy you did.
Margaret S.Jun 7, 2023
I've purchased from this company for over 30 years and genuinely love how the makeup looks on my face. The coverage is great and it doesn't feel heavy or cakey like some other brands. My only issue is the price tag. I understand costs go up across the board, but a $15 increase is too much for my budget. Otherwise the quality is fantastic, but I need to find something more affordable at this point.
Alexandra K.Sep 14, 2022
I got a promotion email offering a free 24Kt Gold primer plus a charcoal scrub sample with my purchase. Since I hadn't used the brand in quite a while and needed a new primer, I decided to give them another try. I bought the products, but neither of the advertised promotional items came in my box. I called customer service about a week after delivery and the rep acknowledged the issue after checking my order. She said she'd send the missing items right away and I'd have them within days. That never happened. My mom's promotional items were also missing, so now we're both disappointed. I was planning to buy their eyeshadow and lip products, but instead I'm giving my purchase to a friend and switching to another brand.
Christopher B.Aug 18, 2022
My order got cancelled without any notification from the company. I don't have the patience to deal with businesses like this. I'd recommend looking elsewhere.
Michelle D.Sep 9, 2021
I placed a few online orders since I'm new to the brand. I needed to return some items and have called and emailed multiple times asking for updates on my returns. Nobody has called me back or responded to my emails. At this point I'm frustrated because this is taking way too much of my time and I feel completely ignored. This whole thing feels sketchy and unprofessional. I'm wondering if I should be concerned about who I'm even ordering from. Can anyone help me figure out how to contact this company properly?
Jennifer M.Aug 1, 2020
I've been a loyal Merle Norman customer for years now. The brand was founded by someone with a nursing background who really prioritized skincare above all else, which shows in their products. Even though I don't have a studio nearby, I've built a great relationship with one of their consultants who takes excellent care of all my skincare and makeup needs. Yes, the prices are higher than some competitors, but the products last and you always get something nice with your purchase. I've tested other well-known brands that cost less, but they irritated my skin. Merle Norman is the only line I trust, and I keep coming back. My skin is completely committed to this brand.
Merle Norman Cosmetics Review FAQ
Why does Merle Norman have such different ratings between shoppers?
The rating split primarily reflects divergent experiences between in-store and online shopping. Local studio customers report excellent staff expertise and service, while online shoppers frequently cite unresponsive customer service, missing orders, unfulfilled promotions, and delayed return communications. This suggests service quality varies significantly by channel.
What do shoppers praise about Merle Norman Cosmetics products?
Reviewers consistently commend the makeup quality, emphasizing excellent coverage without a heavy or cakey feel. Long-time customers note they remain loyal to the brand for its performance and appearance on skin, even after 30+ years of use.
What are the main complaints from Merle Norman shoppers?
The most frequent complaints involve customer service responsiveness (unanswered calls and emails), missing shipments that were charged for, promotional items not arriving as advertised, unexplained order cancellations, and slow or unaddressed return requests. Several shoppers report feeling ignored by the company.
Do shoppers recommend shopping at Merle Norman online?
Based on recent reviews, online shopping at Merle Norman carries significant risk. Multiple shoppers explicitly recommend looking elsewhere due to fulfillment and service failures. In-store shopping at local studios receives much stronger recommendations from satisfied customers.
How are Merle Norman's ratings calculated on RetailCoupons.com?
The overall rating of 2.1 out of 5 is calculated from 7 verified shopper reviews. The rating distribution shows the percentage of one-star, two-star, three-star, four-star, and five-star ratings submitted. All reviews displayed are based on real customer experiences shared on RetailCoupons.com.