SmallBizGenius Analysis

Merle Norman Cosmetics receives mixed feedback, with some customers praising product quality and personalized service at local studios, while others report significant issues with online orders and customer service responsiveness. The brand's pricing is also a concern for some long-time customers.

Category Breakdown

Scores based on analysis of 7 recent reviews

Customer Service

3.0/10

Several reviewers report difficulty reaching customer service and receiving responses to inquiries. Issues include lack of communication regarding order cancellations and unresolved return requests.

4 reviews mention this

Product Quality

8.0/10

Some reviewers praise the quality and effectiveness of Merle Norman cosmetics, particularly for providing good coverage without feeling heavy. One reviewer states, "I am very pleased with the coverage and the way it doesn't make it feel like I'm wearing cake make up."

3 reviews mention this

Online Order Fulfillment

2.0/10

Multiple reviewers report problems with online orders, including non-delivery of products, missing promotional items, and lack of notification about order cancellations. One reviewer stated, "Never received order in spite of being charged for it."

4 reviews mention this

Pricing & Value

5.0/10

Some long-time customers express concern about the increasing cost of Merle Norman products. One reviewer mentioned a significant price increase making the products unaffordable.

2 reviews mention this

Pros & Cons

What Customers Love

High-quality cosmetics with good coverage Mentioned 3x
"I am very pleased with the coverage and the way it doesn't make it feel like I'm wearing cake make up."
Personalized service and knowledgeable staff at local studios Mentioned 2x
"Everyone there is always friendly, knowledgeable and helpful. I ALWAYS get excellent service and products."

Common Complaints

Unresponsive customer service for online orders Mentioned 4x
"Tried numerous times to reach their “customer service “ by email and phone. Cannot reach anyone."
Problems with online order fulfillment (non-delivery, missing items) Mentioned 4x
"Never received order in spite of being charged for it."
Increasing product costs Mentioned 2x
"I do have a problem with the cost. I realize that everyting is costing more but a $15 raise in cost is more than I can handle."

Common Questions About Merlenorman

Answers derived from customer review patterns

Is Merlenorman legit and trustworthy?

Merle Norman has been in business for many years, but recent reviews present a mixed picture. While some customers report positive experiences with in-store service and product quality, a significant number have encountered issues with online orders, including non-delivery and unresponsive customer service. This inconsistency makes it difficult to provide a definitive answer about the brand's overall trustworthiness. Small business owners should carefully consider these factors before placing large orders online.

Based on 7 reviews

Does Merlenorman have good customer service?

Customer service experiences with Merle Norman appear to be highly variable. Several reviewers report significant difficulty reaching customer service representatives and receiving timely responses to inquiries about online orders. Others praise the personalized and helpful service they receive at local Merle Norman studios. Therefore, while in-person service may be satisfactory, online customer support seems to be a major area of concern.

Based on 7 reviews

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