Ix-nay on the NYX
As you may know, NYX Cosmetics had a giant fiasco of a sale on Sunday. To make a long story short, they were offering most of their products for $1.20, but the servers crashed completely and very few, if any, customers were able buy anything. To make matters worse, they mishandled the situation on social networking sites, continually posting that they were “working on it” and that customers should simply be patient. They then blamed customers for “swarming the site” and making it crash. Really, NYX? Anyway, I don’t intend to do any business with them again, period; I don’t deal with companies who treat their customers poorly. Here’s my email to their customer service:
I’d like to point out the sentence that appears on the “Contact Us” page of your website. It says, and this is a cut and paste:
You are our number one priority!
Given NYX’s abysmal performance over the last couple of days, I find that very hard to believe. I don’t suppose I have to recount the fiasco that you called an anniversary sale. Nor do I suppose it would do any good for me to note the embarrassing Tweets and Facebook posts from your representatives, which, among other things, blamed customers for the complete failure of the NYX website; made snide remarks to complaining customers; assured customers that the site would be up and running by 3 PM PST (it wasn’t, of course); and then, to add insult to injury after the entire sad situation was over, posting on Twittter, “Congratulations to all that shopped with us!” as though the sale were a lottery or contest instead of a commercial transaction. (In future, by the way, you may want to keep in mind that the correct phrase for your customers is “thank you,” not “congratulations.”)
You then offered a 50% off code, which, for some reason, customers had to email you to receive. I have not heard of one customer who has actually received this code. Not one. I certainly didn’t, despite two requests.
I’m sure I won’t be getting any response to this email, which is fine, and, judging from the cavalier and rude responses that customers have received from NYX over the past few days, I’m sure the customer service rep reading this will have a good laugh over it, post it on her cubicle wall, and forget about it. However, I can assure you that I will not be buying any NYX products in the future. It’s a shame, because I do like your very affordable products, but there are plenty of other companies who make affordable products and know enough not to treat their customers in the shoddy and downright rude fashion that NYX has.
Goodbye, NYX, and good luck. With customer service like yours, you’re going to need it.