I’m so sorry to have to do a *negative* post, but I feel like all my Canadian peeps need to hear an honest review of my experience with the new NYX Canada site, www.nyxcosmetics.ca. I was thrilled when I heard NYX had launched the new site with shipping within Canada in Canadian dollars, and free shipping on orders over $45. I had been wanting to try the new NYX High Definition Blushes and while on the site I noticed the new Simply Lip Creams (Nude, Pink and Vamp) and thought I would try out some of those too.
I’m a fan of the brand and have posted about my love for their old line of blushes, the Butter Glosses, and the new Hot Singles Eye Shadows, among other products. So I’m pretty bummed to have to give my experience ordering from NYX Canada a huge thumbs down. I order makeup online frequently. I live in a small town where not a lot is available except online. I order regularly from MAC and Sephora, and have placed orders everywhere from Amazon.ca, to American sites like Nordstrom, Cherry Culture, Makeup Geek, Besame, Charlotte Tilbury, to UK sites like Rouge Bunny Rouge. I have never received any damaged items. Nothing prepared me for receiving my NYX Canada order.
First of all, the box was very large for the number of small items I ordered. When I opened it, I found that the only packaging material it contained was a few pieces of tissue paper. I removed the paper, and underneath, my items were just on the bottom of the box. There was nothing to cushion them, no additional paper, no bubble wrap, nothing. I immediately thought the items would be completely destroyed. Luckily the four blushes survived, unbroken, by some miracle. The Simply Nude Lip Creams were not so lucky.
As soon as I took the plastic off of the two Simply Nude Lip Creams and removed the caps, the product fell out. Now I basically have this:
Obviously the next thing I did was try to contact NYX. Here’s where the story gets even worse! On their site, “contact us” does not actually give you any information on how to contact them, like an email address or phone number, just one of those email forms. So on November 6, I sent them an email using the web form and received an auto-reply “We have received your e-mail and we will respond to it shortly.” I waited 5 days and heard nothing. Then, I had an idea to look at the email I’d received confirming my order, and saw it was from the email “email@example.com” so I tried sending an email to that address, but it bounced back “Your message to firstname.lastname@example.org couldn’t be delivered. nyx wasn’t found at nyxcosmetics.ca.”
I also noticed there was a phone number in the email (1-866-699-1004) so I tried that. After waiting on hold for about 10 minutes I was told that was the number for American orders, and was given a different number for Canadian orders. I called that number, and after waiting on hold for 23 minutes, finally gave up. As you can imagine, by this point I was a little frustrated. Its now been over two weeks since I initially contacted them and I haven’t heard back from anyone. I might have been less unhappy with receiving damaged items if contacting NYX Canada and receiving replacements was an easy or even a straightforward process. I’ve hardly ever encountered customer service like this.
I will do a separate review on the High Definition Blushes which all survived the shipping, but won’t be reviewing the Lip Creams. I did still manage to swatch them in case anyone is interested, but I would recommend purchasing them in store if they’re available near you, not ordering them online through NYX Canada. They retail for $9 CAD.
If anyone else has ordered through NYX Canada, please leave me a comment below about your experience.
Thanks for reading!
Nerdy Librarian Girl ❤
UPDATE: Right after this post went live, I checked my gmail, and there had been an email response earlier that day! Weird timing. It read:
“Thank you for contacting NYX Cometics. At NYX Cosmetics, the quality of our products and services is our top priority and we are sorry to learn that you did not have a positive experience with our shipping service. Please, kindly send us the photos you took of the packaging and the damaged items. Upon reception of the pictures, we will replace the damaged items. Best regards“
I sent them photos and now I’m waiting to see what happens.
UPDATE (Dec. 28): It’s now over a month later and I haven’t received anything from them, nor has anyone from NYX Canada contacted me. Definitely would never order from the NYX Canada site again 😦