I’m sure most of you are aware of the drama surrounding the brand NYX and their unfortunate failure of a sale.
NYX offered a sale, where most of their products were $1.20, for their 12th Anniversary. As the sale went live they were still experiencing technical issues on their server. Rather than postponing the sale for a planned later time, they just prolonged it. Which really did nothing to soothe peoples tempers, seeing as how you still couldn’t access the site for the duration.
Word is some people got through and got their items. Which is AWESOME for them to get this deal.
Here was my experience:
Sale launched at 3pm (my time) on 5/15. I sat down, list in hand… ready to go. Nothing. I came and went to the comp, refreshing, hoping… keeping hubby away so nothing got messed up… at 9pm I gave up and went to the living room to relax.
This morning I woke up at 8am 5/16 and went right to the comp. Site was STILL slow, but with lots of refreshing and cart double checking I was able to get my $75.60 order ready for checkout by noon. Checkout never fully loaded for me. The ONE time it did semi-load, but there was no where to enter CC info, and the extended sale ended at 3pm EST.
It may be a blessing that I couldn’t enter my CC info, as I was reading on their Facebook page CC numbers were compromised? That may or may not be true, but even to HEAR something like that is scary.
Some things I’ve heard:
1. That NYX never had any intention of honoring this sale. The announcement and failure of this sale was more of an advertising ploy for their REAL sale, the later announced 50% off and free shipping coupon code.
2. People are getting hung up on when they were told to call CS, or a voicemail was picking up. From what I understand, people were getting the same canned response from CS reps anyway, so why even bother calling?
I sent an email around 1pm EST (2 hrs before the sale ended) and never got a response. I didn’t really expect one, though. I was polite in my message. You can still be polite and get your point across. I worked in retail management and customer service for a LONG time… and you don’t get anywhere being snarky.
How NYX Officially deals with this will determine if I will continue to use the brand. They are saying they’ll be issuing the 50% off and free shipping code, but I REALLY, REALLY hope they do better. Their customers wasted A LOT of time and energy trying to utilize the website and at least 99% of them got the shaft. I have some NYX products here that I purchased at Ulta and because of this I really have no desire to even swatch, review, or wear them =(
I’ve emailed the Public Relations Department for NYX and will let you know if there is any “official” announcement. (EDIT – PR did reply back to me, that they would forward my email along to management and I would be notified of anything.)
To read up on the dramz you can check out the NYX Facebook Page.
Were any of you actually able to place an order? Did you get any email or response on the phone from customer service?
Please, share! Let’s all be civil 😉
EDIT – this is a GREAT and mature video regarding the NYX fail!
EDIT – NYX issued a “note” on Facebook to their “fans and supporters. In case it’s deleted, here is a cut/paste. I’m over the whole fiasco at this point, because I’m more geeked for MAC Surf Baby now, but this really frosts my cookies… they don’t address ANY concerns or even apologize. Weak. NYX – this situation you’ve put yourselves in DOES exist. How about you confront it instead of turning a blind eye? It won’t go away.
To Our Dear NYX Fans,
We would like to thank you for taking part in our 12 Year Anniversary 12 hour shopping event this past Sunday, May 15th! Our NYX team is overwhelmed with joy and thrilled with the massive response that this event has received. Many of you had the chance to shop and purchase your favorite items and we are well aware of the fans that were not able to participate in the event as they had hoped. Our site overflowed with beauty enthusiasts that generated a magnified volume that exceeded our expectations! Our servers were conquered by your beauty pursuit causing our site to collapse. Our team has been thriving to perfect our website and server to reassure everyone that this will NOT occur again.
We are very grateful for your support and passion for NYX Cosmetics!