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Nyx – Customer Service, You’re Doing it Wrong

Nyx Cosmetics, following in the footsteps of Sleek, had a mega sale planned to start yesterday and end today. Unfortunately, the majority of people couldn’t participate in the sale because their site couldn’t handle the traffic. I myself tried checking the site from the start of the sale at 3pm EST (12pm PST) to 11pm EST (8pm PST). I then checked in the morning at 8am EST (5pm EST) and a few times when I took breaks during the day unil 3pm EST today. Not once could I purchase anything from the site. The site wouldn’t load for me. The few times it did load, it was an image saying ‘we’re getting ready for our sale.’

Comments on their Facebook page that were left by angry fans were being deleted, while the customer service representatives were hanging up on people who were calling on the phone (Read about Grey’s experience) or being rude when someone did get a customer service representative, and their social media person on twitter wasn’t very polite.

Overall, the company wasn’t prepared for the amount of traffic they received during the sale. However, that’s no excuse for the customer service being anything but polite.

Additionally, it definitely feels like the fans are getting shafted. People were promised sale items at $1.20. Now individuals are being offered a 50% off gift certificate, but only if they give lots of information to Nyx, which doesn’t seem right. While I may like Nyx products, I’m not happy about this at all. Not only did I leave comments on facebook, I emailed customer service and then filed a complaint with the FTC.

I had planned to post my review of the Nyx Lip Pencils and the Nyx Matte Lip Creams this week, but they’re going to have to wait a while.

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    • http://fiercenerditude.blogspot.com/ Vijaya

      I agree. Some of the responses to customers who were nothing but polite and looking for answers were very cold and unhelpful. The whole fiasco was handled terribly, and though I know a lot of people find this overly dramatic, I don’t see myself purchasing any Nyx products in the future because of it.

      How do you go about filing a complaint?

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    • http://lacqueredpaintedpolished.blogspot.com/ Jessi

      Oh, someone asked on Twitter if they managed to make any sales. They said they made “hundreds”. HUNDREDS?! C’mon.

      I’m not sure it will help, but I have emailed them and filed complaints with the Better Business Bureau and the FTC. I understand we don’t have a “right” to a sale, but their customer service is appalling.

      Also, I think this goes beyond server/bandwidth issues. They are having some other problems with their site.

      • http://fiercenerditude.blogspot.com/ Vijaya

        I kind of bet it was more like ‘tens’. Or, you know, just ten.

        • http://beautyblogofakind.blogspot.com Appu

          LOL! I was thinking the same too! :)

    • leah

      What will happen if a lot of us file complaints with FTC? A slap on the wrist for NYX?

      I faxed in a copy of everything in my basket that I wasn’t able to purchase while the sale was still going on explaining that I haven’t been able to purchase for the past 20 hours and for them to please let me order this way. I called today and the CS person told me they may or may not be able to honor my order. I am guessing they will not. What a bunch of CRAP!

    • http://darlinggirlcosmetics.ecrater.com/ Susan

      I tried once to order, but I couldn’t even add anything to my cart. I didn’t even bother trying again. :(

    • Maria Inês

      They keep claiming on facebook that they are having huge of buys on the site. ORLY? I don’t see anyone there saying “Thanks, I bought a few things”. No one. I’m not american, but can I fill a complaint too?

    • Maria Inês

      Ok it’s official: they closed the comments from their page. Nasty.

    • http://lacquerwarefortipsandtoes.blogspot.com/ LacquerWareForTipsandToes

      Not good when this happens. Hope they find a way to be humble and learn from their experience without losing too many fans. :(

    • http://kattatonic.blogspot.com/ Katt

      Ugh i was so annoyed at this too. waited forever!

    • http://lipstickvendetta.pale.nu Reggie

      I think the whole fiasco is ridiculous. I am definitely not purchasing any NYX products anytime soon, that’s for sure!

    • http://www.curlychellez.blogspot.com Rochelle

      Yeah I tried to access the sale for hours and it was a waste of time, I am highly disappointed

    • http://gunnmetal27.blogspot.com Christa Roze

      The whole thing was ridiculous and frustrating.. its sad to see such a well known and used company pull this crud.. supposedly they were “preparing the whole week for this.. so many disappointing people. I personally was going to call, but after reading the customer service was rude, I decided against it.. I don;t have the patience for that. If they ever have another”sale” they really need to rethink how to orchestrate it.

    • http://jeweledthumb.blogspot.com Jeweled Thumb

      This sale was such a joke. It’s crazy but they’ve had several $1 sales in the past without a major glitch (aside from outrageous shipping) and now suddenly it’s a problem. Me thinks it’s because now they have high end pricing for quite a few products like $16 blushes and $25 powder… which for NYX seems ridiculous and they don’t actually want to give the $1.20 discount. I almost checked out 5 times. Yeah, not pleased.

    • http://littlemissmetamorph.blogspot.com kristen

      I dont know why they do it. No site can handle that kind of volume

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    • http://www.pammyblogsbeauty.com Pammy

      This is so dissapointing! There really is no excuse for poor customer service. I saw some of the twitter comments made by NYX and I was suprised how rude they were! Good for you for filing a complaint. I didn’t attempt to shop this sale, and I am glad that I didn’t.

    • Heidi V

      I tried several times myself. I wasn’t able to get to the site to make a purchase either. I think they really missed the mark on how it was handled. BOO

    • http://makeupfancyblog.blogspot.com/ MakeupFancyEm

      Aww I’m really interested in some matte lip creams.. I hope you don’t wait too too long.. though I understand your reasons. That’s really disappointing from NYX. I hope they get their act together QUICK!

    • http://nomakeuponmars.blogspot.com Bethany the Martian

      I emailed them about the 50% coupon code. On their FB page they say they want a chance to individually respond to everyone. It sounds like a BS way to collect email addresses but I have email addresses to spare so screw it.

    • http://everydayopinionista.blogspot.com Jen

      I work for a retail company (also an e-commerce site – I don’t want to divulge too many details, of course) – we’ll just say it’s a big corporation/company. Getting to the point of this…we sell Jordan shoes, which are hot commodities in the sneakerhead world. Last year we launched the highly coveted Air Jordan “Space Jams,” which kids were talking about on blogs for at least a year prior to them actually being released. These things were HOT, and of course we had limited quantities available. Even knowing the traffic on the site would be pure madness the second the shoes were released (we even had a countdown timer on the product page), we still weren’t prepared for the massive influx of traffic that ultimately crashed our servers and led to MANY unhappy customers. Some customers got the shoes in their shopping cart and then the site would go down, some customers were able to process their order, only to find out it was put on a “waiting list” – it was most definitely a nightmare in the e-commerce world. However, many great things came from it, and we were lucky enough to have phenomenal customer service agents and employees working the Twitter and Facebook accounts, and we didn’t wait until hours later to rectify the situation – the executives made the call right away, and then we told our customers who were jipped out of the shoes that they’d be getting a giftcard from us for the hassle. I believe it was a $50 gift card, which is pretty nice considering it went to something like 5,000 customers. Instantly, the feedback on our Facebook page and Twitter account went from terrible (a la NYX) to fantastic – customers were impressed with how we handled the situation, even though it was our fault that our IT dept wasn’t prepared. Some of the problems that were fixed: at the time of that shoe release, we didn’t have a quantity limit. So there were handfuls of re-sellers who swept up a large number of shoes just to resell them, taking the opportunity away from other customers. So now we have a two-pair limit on ALL of our “hot” release shoes. Also, we created a queuing system for our site, so the servers wouldn’t crash, the site wouldn’t run slow with all the traffic and everyone would have a fair shot at getting their order. Since then, we’ve had two other hot shoe releases, and recorded even MORE traffic than we did for the Space Jam nightmare – but because of the queue system and quantity limit, both releases went off without a hitch.
      The thing that annoys me about NYX is that their server/website issues aren’t new to the IT world. I guarantee just about every large e-retailer has gone through something similar. And they’ve all shared their experiences on blogs, in articles, etc – things NYX could have easily looked into before setting up a sale like this. Whoever they have working in their IT/Systems department probably shouldn’t have that job much longer. This is really beginner-level, common-sense stuff. The research and solutions are easily accessible, so NYX has no excuse for the entire situation. And that’s not even taking into account their poor customer service. If your company messes up, take some responsibility and stay POSITIVE and make people HAPPY. These are your customers – and word of mouth is CRAZY STRONG these days. Seeing how NYX dealt with this situation kinda makes me proud to work at the company I do, knowing how professional they were when faced with a similar problem, and the fact that they’d do just about anything to keep their loyal customers. NYX apparently just doesn’t care. (and what kind of company shuts off their wall comments?!)
      Sorry for the novel-length comment. I haven’t posted a single thing on the NYX Facebook page or Twitter, or any other blog until now. And this will be the one and only time I do – just needed to get that out there. :)
      Love your blog, by the way! Keep up the good work!

      • Phyrra

        Thank you so much for sharing your point of view on this. You’re entirely right that they shouldn’t have done this. And the last company that I can think of that shut off their comment wall was Orglamix.

    • michelle

      I agree with everything everyone has said. Their customer service is awful, I emailed them about it. And their twitter responses and facebook stuff was just pretty rude. No matter what is going on their is no way that you can and should act like that, that is just making people not want to deal with your company at all. It’s appalling.

    • Ryou

      They want customers to do the work and e-mail them their personal info to get the half-assed coupon code… What a joke. :/

    • http://sara-sayswhat.blogspot.com/ Sara

      This is a sad, sad day because they were an awesome lower-end brand. The makeup blogger community made them what they were and now they done EFFED UP majorly. I’m sure they will reap what they’ve sown. Bummers all around. :<

    • k

      Random comment from someone who DID get an order through.. be thankful you didn’t. I spoke to cs multiple times today trying to confirm that my order did indeed go through because I didn’t get an email. Finally about an hour ago I got a phone call back from a cs telling me my order was processed. However my “OTHER ORDER” for FIVE HUNDRED dollars, had been declined. …I didn’t place an order anywhere close to 500$

      • Phyrra

        Ack. That’s scary!

    • MimiT84

      I think this is really sad. I have never had an issue with NYX and now I don’t think I will be ordering from them for a while. They have such wonderful products, but their customer service is awful and clearly they don’t know how to work with us. Its not even about the money its the principle, I have never had such issues with companies like MAC or Sephora. I think I would rather pay more, than to have to deal with the mess of NYX. So sad!!!

      • Phyrra

        Sephora is a great example, actually. They’ve never had their site go down, in my experiences, during their Friends & Family sales. It seems like they know how to handle the influx of customers. They also ship in a timely fashion.

    • Sara

      I’m on the fence about this – mostly because I didn’t choose to purchase anything, so I ‘m not wrecked or anything.

      I feel for the people who tried repeatedly to purchase from the site. I will say that between 12 and 2pm central time I was able to get a cart together (didn’t follow through to check out).

      After telling my husband some of the comments posted on NYX’s website he looked at me and shook his head “women are fucking crazy.”. And I might have to agree. Yes, NYX should have known better and had back up plans for the mass amounts of traffic they would receive, *and* they should extend the sale at least another day since the problems were on their end. But were all the hateful, entitled comments left on their Facebook page necessary?! I felt embarrassed to be a woman and a fellow makeup junkie just reading them.

      Ugh…..forgive the spelling errors and incomplete thoughts… apparently I can’t scroll back up on an iPad?

    • Sara

      I will say that the concession of 50% off, given at their leisure pending your name and email address, doesn’t feel quite “good enough” to wash away the train wreck that occurred. It won’t endear them to me in the future, but I don’t purchase NYX terribly often anyway.

      By the way, who in the NYX staff failed to bring up the Sleek incident when planning this sale?

      • Phyrra

        I would dearly love to know how they could have missed the Sleek debacle!

        I was looking at purchasing more lip liners, which are currently $3.50 instead of the $1.20. I’ll just be saving my money instead!

        • Sara

          Yeah, save it up for something awesome. ;) I was going to check out some lipsticks, but in the end couldn’t narrow things down enough and gave up. Besides, got a birthday next month and I wanna go nuts and buy a few pieces of something high-end and expensive. Feels so very grown up. :p

          After reading more comments, thankfully reasonable comments instead of the demonic spew, I’m falling off the middle of the fence to the side of the customers. As in “NYX advertised something in particular and they should fulfill their promise”, but I’m still not condoning being a rabid cunt about it. We’re all grownups here and these intelligent comments on the blogs are what should have been on their facebook instead of the other crap. That’s actually going to bug me for a while…..who says that shit and thinks it’s ok??

          Ok, ok. I’ll leave it be now. :)

          Btw, you apparently have a million “Sara”s on here. My whole life the ones without the “h” were a rare breed and look at them all here!

          • Phyrra

            Yeah, I don’t like seeing people spew vitrol, and I don’t do it myself. However, I comment on FB and email to say I was disappointed, because I am. I think it’s definitely reasonable to express disappointment. I still can’t get get over Nyx’s social media team being so rude though.

            Yay for your birthday! Mine is next month, too :)

    • Ryou

      Ouch, as expected, the site is running perfectly now… Although they changed their terms & conditions so no one could really file against them for the downright scammy bait & switch. ._.

    • Selenite

      Ridiculous handled. I’m now buying all of my NYX from other sites like Cherry Culture.

    • nurse_cherrybomb

      So did anyone out there ACTUALLY get to order anythign besides the 1 person above who was charged $500?? I have to say that while I love NYX products, this was severely disappointing! Sorry but I will have to boycott NYX unless they get their act together!

    • http://cheapchickpicks.blogspot.com eRiN

      Hey, the website is working perfectly now, despite continued heavy traffic! Wheeee. What a coincidence that prices are back to normal.

      In order to make this seem like … what’s the word for NOT A SCAM? Legitimate? … they’d need to offer the $1.20 sale AGAIN, now that the site is actually functioning. Instead they are giving this “email for a super secret code” BS.

      Scam scam scammity scam …

    • Quinctia

      I seriously tried the whole time to order something. I actually really loved the Nyx stuff I’ve gotten, and was hoping to use the sale to get some items I wouldn’t normally risk buying unseen, and some products to give away to friends and family.

      I did manage to get my order put together, and I tried to check out for about six hours straight. I literally got to the confirm order page, and I couldn’t get it to load past that.

      This whole thing sorta made my entire Monday a downer. I don’t think I want to try anything new of theirs now. Especially with their PR basically being worse than nothing, I’m not really angry, I just feel stupid that I felt that positive about them, would speak highly of them, and then they do this. It kind of makes ME look bad, you know?

    • Sam

      it took me over 8 hours to fill my cart with what I wanted, but I would never check out. My total was about $30. I just checked thier up and running perfect site, and My cart is still full but at $190. Ya a 50% coupon not going to bring my total anywhere near the original. I like NYX, but I won’t ever buy from them again. Ulta, Elf, and Miliani will now be my low end brands.

    • http://www.swatchstorm.blogspot.com Cait

      NYX’s CS has always been horrific for me. I had two very bad experiences ordering from their direct site, and so any NYX I’ve gotten recently has been from Ulta or Cherry Culture. That’s why I wasn’t even tempted to purchase from this sale yesterday because they just left a sour taste in my mouth.

      I was so shocked to check my forums and blogroll late yesterday night to see such a scam in process. Shameful.

    • http://persephonespassion.blogspot.com Persephone

      I never once could even get the site to load….of course now it will but it looks like no more sale….

    • Jessica

      Just as a follow up, has anyone e-mailed them and successfully gotten a code for their discount? I’m wary of sending them personal information.

    • TatiAbaurre

      I was one of the people who tried to access the sale and couldn’t … The site would NOT load. I tried and tried and then just gave up. I’m very disappointed with NYX…

    • Casey

      I think it is really stupid that they are only giving us a 50% off coupon code and we have to work for it. I am probably just going to buy my NYX products from the other websites that carry them because I love the products but their customer service sucks. I saw the statuses on their facebook and the person that wrote them was not very nice. I am not as mad about the fact that the site couldnt handle the volume of customers, but the way they are handling the situation, like why should we have to email you and bitch you out just to get a coupon for less of a discount than I would get if the site would have just worked? I did email them but it was more to release my frustration. I am very pleased with BeautyJoint and Pinkholik which are other websites that sell NYX at discounted prices and I will more than likely be taking all my business there for any NYX products I may want.

    • Judi G

      There’s so much that doesn’t add up it makes my head hurt.

      I don’t understand the logic behind making people email them for the 50% off code instead of offering a blanket code for everyone to utilize. I wonder if they are trying to control traffic this way.

      Why did the website *miraculously* start working once they began offering the 50% off deal vs the $1.20/ea deal.

      At this point I don’t think Nyx can do anything to rectify this situation. It’s a customer service nightmare. Sure, some people will take those 50% off coupons and buy things, but there are so many more customers who are turned off of the brand for good now.

    • francesdanger

      That’s going to be a NYX No Buy for me, not because there were issues, but because of the way the issues are being handled. The deleting the negative comments thing really leaves a bad taste in my mouth. Consumers have a right to voice their opinion, good, bad, or indifferent. If you don’t want that on your Facebook wall fix what made the person post it in the first place. It’s easy and completely in Nyx’s control.

      I also don’t like that they’ve defaulted their view so only company posts show up. If you want to see any from customers posts you have to click ‘Most Recent’ up near the top under the photo stream. It’s too ‘sweep it under the rug’ for my taste. Love the product, the company? Not so much.

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    • http://silhouettescreams.blogspot.com SilhouetteScreams

      I think they’ve acted in a disgusting manner, but I’m a bit up in the air as to whether I’ll continue to support them or not :(

    • Angela

      I’m not that upset about the site having had problems during the sale. What I’m the most upset about is how they managed the problem. If they would’ve fixed the site & offered the sale again I think everybody would’ve been happy. Instead they post on facebook that they honored the sale & heck even extended it so had no plans on offering it again. The 50% off code is a like a slap in the face because it doesn’t even compare to the $1.20 sale. I spent around five hours off & on trying to check out but I’ll be darned once the sale was over the site worked perfectly which makes me think it was all a planned scam. I adore their liquid crystal eye liners but will be looking for something similar through other companies now.