My Naked 3 Palette FELL APART!!!

Like so many other women, as soon as its release was announced, the Naked 3 was instantly #1 on my Christmas wishlist.  I am a die-hard fan of the original Naked palette and I use it almost every day.  I really liked the pinkish tones in this new palette and couldn't wait to get my hands on it.  As I watched the news of it being sold out on the Urban Decay site, as well as other beauty sites such as Sephora and Ulta, I began to doubt that I'd find it under my tree this year.  As I unwrapped the box, I was beyond excited!

I have seen a few critical reviews of the colors, but overall most people adore this palette, and I was no different than the rest of the crowd.  When I tried it out, I was totally in love... 

It was a short love affair.

The third time I used the palette, I tipped the box in order to get the brush out.  I stared in horror as a pile of pans fell all over the place.  It was as if I was seeing it slow motion but could do nothing about it.  Six of the twelve pans fell out and hit my wood floor.  Somehow, by some miracle, the shadow remained totally intact, except for a tiny chunk out of the corner of "Buzz."  I didn't knock the case around or mishandle it in anyway.  Why did this happen? I felt so disappointed.  Thinking this was just an unfortunate case of a faulty item, I immediately sent an email to Urban Decay's customer service.  It was the weekend, so I knew I wouldn't hear back from them until Monday, so I began researching online to see if this had happened to anyone else.

It turns out this was not an isolated case.  When I Googled things like "Naked 3 pans fell out" I turned up a number of comments and reviews from people who had eerily similar experiences with Urban Decay products.  

Here are a couple of conversations straight from Urban Decay's Facebook Page:

  

Lin Panposted toUrban Decay Cosmetics

January 11 via mobile

I just got my naked3 palette in the mail yesterday, I ordered directly from your site. As beautiful as the paper box packaging, I found 2 of the shadows already loose from the palette. They fell right off when I tilted the tin and you can see the dried up glue in the backing. As a loyal fan of your brand, I was disappointed in the quality. For $50+, I didn't think I had to take out my superglue upon opening.

Caitie Sowardsposted toUrban Decay Cosmetics

January 8

Is it a common issue with the Naked 3 Palette for the pots to come out? The Blackheart and Dust fell out and created quite a mess and a half when they broke  I've never had this problem with my Naked 1 Palette that I've had for over a year!

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  Marie Beldrighi likes this.
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  Priscilla Ramirez That happened with three of mine in the Naked 2. So I am being extra careful with the Naked 3. 

  Like · Reply · January 10 at 5:08pm
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  Amanda Morgan It happened with my Naked 2 palette. They still fall out if it is turned over 

  Like · Reply · January 10 at 6:14pm via mobile
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  Chakhan Brown This is why I'm hesitate to buy the naked 3 palette for myself. I heard that a lot of people are complaining about this. $52 bucks is pretty steep for this to be happening. 

  Like · Reply · January 8 at 5:51pm
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  Caitie Sowards Mine was a Christmas gift too! And the tabs on mine are broken... it won't stay closed! And it wasn't just eyeshadow that fell out, the whole metal container that holds the eye shadow did. It wasn't glued in properly?

  Like · Reply · January 8 at 3:29pm via mobile
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  Sara Ann Waterhouse When I got my palette almost 2 weeks ago it accidentally fell on carpeted floor and one of the tabs broke. Tried to superglue it back on but never worked. I contacted UD (who then their UK team get in touch with me) and now I'm being sent a replacement today. Just curious to know, how did the tabs break on your palette? Did they just snap off? I dropped my Naked 2 months ago and it never came apart.

  Like · January 9 at 10:48am
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  Caitie Sowards They were broken when I received it! I'm just kinda overall disappointed in my palette 

  Like · January 9 at 11:04am
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  Liz Greer Same with me! Even upon receiving my Naked 3 and before I even tried, tested or swatched any, a lot of the pans seemed half full, one came with a piece of the shadow missing (and it's not like it chipped by being mis-handled or something), it looks like the shadow actually set and dried unevenly, with parts missing. My palette looks very very similar to yours- just overall messy! Unlike my Naked & Naked 2 palettes which still, after much use, look very streamlined, well made & overall Clean, the shadows in the 3 look uneven and sloppy. Now I'm worried that if I use it anymore, all the powder will come completely loose and break up! What's the deal?!? I'm SO disappointed! And since I received this as a Christmas gift, I don't know how to go about getting my problem resolved. Urban Decay Cosmetics, Please Help!!

  Like · Reply · January 8 at 3:25pm

Teri Gillespieposted toUrban Decay Cosmetics

January 14, 2013

I hope that this isn't something that a lot of people are experiencing with their Naked 2 palette, I've only had this one for 2 weeks.

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• Urban Decay Cosmetics Hi Teri- Oh no! Please email us at info@urbandecay.com. We would be more than happy to help you.

  January 14, 2013 at 6:50pm · Like · 1
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  Adaim Laufett Mine did the same thing, I popped them all out and reglued them to make sure it wouldn't happen again.

  January 14, 2013 at 11:55pm · Like
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  Cherry Serrano Mine is having a problem contacting them about the order i order last month snd havent get it yet...Hello I email UD they havent reply back yet call them and alway got the answering machine left a message give my order confirmation about the order i did last year and i havent got it yet but until now i dont have any respinse yet...

  January 15, 2013 at 11:46am · Like
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  Kim AlwaysaLakergirl Cashwell You're not the first person to mention this happens. I'm sorry but if you're paying 50.00 for this....this shouldn't happen.

  January 15, 2013 at 12:47pm · Like · 1

I found this discussion on Reddit:

 [–]nicholetta2Hopelessly Addicted[S] 11 points 6 days ago

I don't know if this is something that only happened with mine or if it's happening to all the palettes due to a packaging error or malfunction, but a lot of the pans in my palette came... loose. I think it only started with two. I just turned it over in my hand and like 6 pans flew out. I'm pretty traumatized. Something like this almost happened to my mother, but luckily we learned from this event and we glued her pans down. Hopefully they stay. :(

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[–]infinite_infinitiesLipstick junkie 18 points 6 days ago

Please email UD! I know I've seen a lot of people contact their customer service about loose pans. Here's an exampleof what I'm talking about. Especially if you lost an entire eyeshadow over their faulty packaging.

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[–]nicholetta2Hopelessly Addicted[S] 9 points 6 days ago

Okay, just did! Thanks for the tip! Hopefully I hear from them by tomorrow. I'll keep you guys posted. :)

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[–]breannabalaamUD 1.0, dry as a bone 3 points 6 days ago

Yeah, this has been a problem with the Naked 2 and Naked 3. I think it's because the pans are set in plastic, not paper, so the glue doesn't want to hold as well.

This review was from Macy's.com:

Not Happy

December 26, 2013

kate18

My Naked palette arrived on Christmas Eve and without checking the condition, I wrapped it up to give as a gift. When it was opened, 5 of the eye shadows had came out. When I tried to glue them back, one of them fell totally apart. To top it all off, the box was CRACKED. The makeup is a waste if it won't even stay in the poorly constructed container. Fail of a gift.

This review was from Ulta.com:

4.0

Great colors didn't care for the brush

By Nicole

from Sturgeon Bay, WI

About Me Trendy Style

PROS

• Easy To Apply
• Good Pigmentation
• Good Value
• Long Lasting
• Versatile

CONS

• Flakes
• Messy

BEST USES

• Dry Skin
• Oily Skin

Comments about Urban Decay Cosmetics Naked3 Palette:

Two of the eyeshadows fell out of the case but did not crack.

• SKIN TONE:
• Medium

BOTTOM LINE Yes, I would recommend this to a friend

This is just a sample of the information I found!  I was already disappointed that my brand new Naked 3 palette was defective, I was even more disappointed to see that this is a common occurrence!

Promptly on Monday, I received a response from Urban Decay:

Hello,

Thank you for your email. I am sorry to hear that the pans from your Naked 3 are coming loose. We want to hand over your palette to our Regulatory team for further inspection. Please go ahead and send it back to us using our free returns.

http://www.urbandecay.com/returns-and-exchanges/return.html

We will mail you out a replacement as soon as we receive it. Make sure you include your shipping address and phone number.

Thank you for your patience and understanding.

Please let us know if you have any questions.

Sincerely,

Martha

As I opened the link to start my return, I realized that there was no need to go through all of that.  Yes, I was annoyed that this happened, but I was lucky that my shadows didn't break, and the damage is nothing that a little glue couldn't fix.  Why would I wait all that time to ship it back and get a new one?  I'm sure they would just trash my defective palette...the whole idea felt so wasteful.  I decided to forego the return, but even though the customer service representative responded quickly and appropriately, I still feel dissatisfied somehow.  I guess it is the principal of the matter.  Just as some of the Facebook users mentioned, at $52, I shouldn't have to be gluing my brand new Naked 3 together.  I've never even seen Wet 'N Wild or NYC pans fall out! I sincerely hope that Urban Decay is working to correct this production flaw.

That's when I decided to write this post and let you all know about my experience, so you can make a more informed decision if you are considering purchasing this hot-ticket item.  It feels almost blasphemous to say something negative about this product.  The Naked collection is gorgeous and has gained a stellar reputation among bloggers and beauty gurus who in turn generate a lot of buzz for Urban Decay.  I totally agree that the colors and shadows are amazing.  I love my Naked palettes-even the broken one!  I have every intention to keep using them. But this unfortunate experience has made me doubt the overall quality and value of Urban Decay's products.  Based on what I know, would I buy their products again?  Well, that remains to be seen.  I'd definitely be wary about buying from them in the future... 

So, have you had a similar experience with an Urban Decay product?

Do you think The Naked palettes are awesome or over-rated?