NYX Cosmetics Reviews 282

I ordered 4 days ago. and it hasn't even left the building! They will not refund my money, even though it hasn't left warehouse. "They say" its NOT coming from China - But I am thinking that IT COMES FROM CHINA! That is why its taking so long!

Terrible customer service, I received the completely wrong order a week ago, I’ve received no response from emails to them. When I message on social media I just keep getting told they are working really hard during the current circumstances.
I really think a week is more than enough time for them to respond, don’t bother ordering it’s more hassle than it’s worth it seems. Really disappointed.

UPDATE
They promised me a refund 15th May which I’ve not received. I raised a claim with PayPal and they then started emailing me telling me they could not issue me a refund whilst the claim was open due to PayPal blocking this. This is absolutely wrong information and I believe they are just now trying to get out of giving me my money back.

DO NOT WASTE YOUR MONEY ON THIS COMPANY

Terrible!!!!!! Please do not waste your money ordering anything on line it’s going on a month. Nyx refuses to refund me even though they have never shipped my order and they refuse to cancel it forcing me to wait forever for a refund. Super disappointed please stay away from their online website. Everyone is experiencing delays now but this is beyond unacceptable! Stay away!

Ordered 4 items, 3 came and one was smashed, customer service took 9 days to get back to me, said I would get a refund for the 1 missing item and the one smashed item, only received half the refund, will try chasing up again, bad service all round.

I expected to receive my order today. I called customer service when it didn't come only to be told that they needed to re-trigger my order at "no cost" to me. I asked if NYX would pay for expedited shipping to make this right and I was told they had to check with a manger after our call. The rep asked me for so many contact details, I wondered if this was a scam. I asked her to tell ME what she had for my contact information, and she said she had to log in to another system. Everything was correct, so where is my order? So strange. I haven't ordered through their website before, and will not do so again. Completely disappointed. I will purchase their products through another retailer in the future. I wish I had read these reviews before purchasing directly from them.

TERRIBLE customer service. I initially bought a NYX lipstick in boots and fell in love with it so, naturally, when it ran out I wanted to buy another one. I couldn’t find the lipstick anywhere in store so decided to order online.

The delivery price was twice the price of the lipstick but there was an offer on at the time to spend a certain amount and get free delivery so I decided to add a few more items that I needed in my makeup bag including a glitter set, makeup-brush cleaner and a lip pencil (these were essentially only added to make the delivery price acceptable).

Eventually the package arrived, with no lip pencil. I have tried emailing customer service. No response. I have tried ringing customer service. No response. I have tried sending a complaint on the website. This results in sending an email to customer service, which again gets no response!!!
They are absolute thefts. Do not give this company your money.

I ordered several colours of the Hot Singles Eyeshadows and none of the colours are like on the website - much weaker with no pigmentation or shine.

I also bought two liquid lipsticks - Confident and Club Hopper: thick, mat and dry texture, dries up lips in an articficial way, both colours identical although they were demonstrated differently on the website

Can't stop won't stop concealer was good.

Nyx never responded to customer questions and I found the whole packaging too cheap for 30 GBP - not even a free welcome tester

Quality of products is poor & customer service in U.K. is very bad.

I received the incorrect colour corrector, 13.1.20,. When I called NYX customer service I was as advised to return it but would not be refunded the shipping costs . I returned the items by registered post on 17.1.20. I am still waiting for a refund 12.4.20!

Very big fan of NYX Cosmetics! Loved their products for years now! For my everyday make-up I use a lot of different products from NYX and as a professional MUA I've been loving their bags and suitcases! In store experience is always amazing (Shoutout to the girls from NYX Gent, Belgium, you all are literally the best). Stores can be a little crowded at times, which I try to avoid. Haven't ordered online often yet, but no problems so far! Would for sure recommend!!

There are some awesome products I can recommend, but this brand still has a lot of problems

They have great quality make up , the foundation’s are amazing. I got a lipstick and the box made it seem like a dark brown but it was purple so I emailed them and they got back to me right away and sent me a refund !!

Although my package never name (it was Hermes’s mistake) they gave me a refund after 5 days. Customer service was good, and fast.
Advice: buy it in store, don’t order online cus there is a big chance that your order will not come.
Overall not a good experience but I’m thankful for the lady I was speaking with through the phone cus she was really helpful.

Terrible service. Eyeshadows were smashed on arrival. Phone number told me to e mail, contact us message also said to e mail. Sent 5 e mails and no reply. Impossible to speak to anyone

I would put 0 if I could. I placed an order and they updated my shipping info. saying would be here on Monday the 9. I never could find any actual tracking info. When I called the item had never even been shipped and I was told they were actually out of stock. The lady I was speaking with was actually laughing while I was on the phone with her. I had to actually ask her what was so funny. Playing with my money and the gifts I buy my children isn't too funny to me. They contradict everything they say. They have absolutely no respect for customers. If you want to cancel and get a refund they will play games with you and try to say that they can't do that.

Awful customer service never respond to emails my product arrived broken in the post went all over my carpet emailed them and they were like return it to us then.

No offer to replace or refund.

I called and spent 20 mins on the phone kept cutting me off

Bought two lip liners and a suede Matt lipstick in electroshock and when turning the lipstick in tube to use for first time, it broke off and fell out. :(
Never, ever have I had this problem before - not even with lip balm.

First time online user. My transaction did not go through after 3 attempts. Because I used my iPhone, it authorized 2 of my credit cards (still waiting for the transaction to drop off)- order supposedly did not get processed- I called. They Confirmed no issue. Got email 1.5 days later - NYX cancelled order? I called said I didn’t cancel!? They said it was a security issue. I attempted to reorder while on phone fixing. AND Their system crashed WHILE I was on phone to take care of the trx online. Transferred me to another rep to finish order. Went to place re-order and when I complained, did not apply my original 20%... after so much bull crap I said - you know what, I’m done! This has been the worst first time online experience, I no longer want to use your make up. DONE. Do not trust you. Buyer beware.

Awful customer service - staff are so rude. Products are expensive and poor quality and use so much unnecessary plastic. Never shopping here again

I ordered 2 face creams and received 2 eye gloss'. I get that mistakes happen so i called customer service to request the correct items be sent out. I was informed this is not possible, instead I have to wait for packaging to be sent out (3 days wait), then go out of my way to send this package back to you, then 14 days after you receive it I will get a refund and then I will have to place the order again... (Not a chance now).
So me trying to buy a product and have it delivered in 3-5 days turned into an estimated 25 day process (based on the 5 days it took to deliver it to me, 5 days to get back to you, a day aside for me to make it to the post office and then the refund time). This is providing there are no delays. So i emailed the customer care team who said I could download a returns label and that the refund would now take 5-8 days (this is not standard of any bank). And lo and behold, after 8 working days there is still no refund in my account. So i call customer service again to see where the refund is. The lady advises me that it will be processed tomorrow, meaning another 3-5 working day wait (inconsistent with timings on this). When I explain that this is taking too long and i'm not happy, the lady repeats that I 'only' have to wait another 5 days. It 'might' be quicker since i paid with paypal too. Honestly, i find this awful customer service. I asked to speak to a manager to be told there isn't one available. Really. That seemed like an auto reply because the managers cannot be bothered to actually manage the problems.
So yes. Awful customer service. Delays in a simple bank transaction. No offer of a goodwill gesture. No manager. No real apology. Would not order online again.

The only reason they have 2* is that my skin loves their foundations and primers. Ordering online is a nightmare though and their customer service is rude and extremely unhelpful. No matter which department you email or call its 'sorry I cant help you call xyz' and so on, i eventually received my order 3 weeks later. If you can find what you're looking for physically in a shop fabulous if not avoid.