| NYX Cosmetics |
| NYX Cosmetics NYX Failure to deliver, communicate, and assume responsibility. Internet |
| 15th of May, 2011 by User624096 |
| NYXcosmetics.com announced that they were going to have a sale to essentially end all sales: almost everything on their website would be marked down to a mere $1.20 a piece enabling people who haven't been able to afford to try new products from their lines to try new products. People prepared for hours prior to the sale and finally at noon pacific time the sale was due to launch. NYX representatives via Twitter and Facebook claim that they were spending hours upon hours trying to fix their site. Finally they announced that they had fixed part of their issue and told us that they were going to relaunch at 5 pm pst. Very few were able to access the site and even fewer were able to check out with their items. Finally after nearly 12 hours of struggling and trying to be patient they announced that they were going to release a 50% off coupon. Their coupon is not even close to being worth what their sale was going to put out. Instead of keeping up their charade they should have pulled the site and rainchecked the site rather than waste the valuable time of the consumer. |
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| Not to mention, the rep. informing everyone on twitter was rather rude!! Also! It's funny how almost right after the big "sale" is over... the website works PERFECTLY... I am SO mad at NYX. I'm boycotting them, and I have been a loyal fan for 5 years!!! |
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I spent 12 hours and got NOTHING!! )= I waited because they said to wait and now I feel lied to.
NYX Cosmetics advertised a 12-hour sale where the majority of their products would be $1.20. Conveniently, their servers went down at the beginning of the sale and stayed down for the duration. Very few people were able to purchase items at the sale price, resulting in thousands of unhappy customers.
To satiate these unhappy customers, NYX Cosmetics promised a coupon for 50% off, good for the remainder of the week. They offered their customers a WORSE sale, combined with terrible customer service.
• Servers went down exactly at the time the sale was supposed to start
• People were able to view other peoples CC # online
• The CSR’s have been hanging up on angry customers
• Facebook comment have been deleted |
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In a 24 hour period beginning at the time the sale was advertised to start (12pm PST), the website was impossible to reach during the first 15+ hours, then became spotty during the following 12. NYX posted encouraging words on their Facebook and Twitter pages asking their customers to please be patient, that they had learned 'some' of their customers were having difficulty and they were working on the issue and would have things working soon. At 5pm CST, NYX stated on FB and Twitter that the problem had been fixed and we could all now shop. But this was not the case. The same timeouts and server errors occurred. Already heavy communication had begun on FB, but no one on FB (56, 000+ people on FB alone) commented they could yet checkout. NYX stated they would 'extend the sale until 12pm PST the following day, making it a 24 hour 'sale'. But extending a sale when no one could buy anything during that time was pointless and only served to infuriate me and others.
During the early hours of the morning, some of us began seeing the shopping cart screen and could add items to it although it took more than an hour to add one item and pages still timed out. By the time the east coast began waking up, the servers bogged down again and it took upwards of 3 hours to add anything to the shopping cart or in some cases, to even see the NYX website. I could finally get to the shopping cart, but could not progress to the checkout process which would give server errors, server timeouts, server REFUSALS, or simply nothing. Three web browsers were used and one iPhone - the same or worse on each. Items disappeared out of the shopping cart at will. NYX did not post an update on FB or Twitter until mid-morning when they stated they would offer a 50% off coupon for those that 'missed' the sale if they would first email the company. I have emailed them twice and according to FB, so have many, many others. Myself and no one on FB has received a return email and it's been nearly 24 ours. This contradicts what NYX suggested its customers do. The few updates on FB and Twitter following the 'sale's' closing were uninformative, vague, and condescending, using words like 'fun' and 'party', which suggested to everyone that there was something enjoyable about spending 24 hours trying to buy something online. There was no party and certainly no fun for the customers.
This was not a 12 year anniversary sale where items were $1.20, it was a badly orchestrated scam to kick up buzz about NYX products, sell to a very small percentage of customers at $1.20, and then sort out in a controlled manner codes for discounts to other customers. The FB page has been ignored since yesterday's email request. I did not purchase anything yesterday because after thousands of page reloads - I could not either view the site or check out.
NYX must not have prepared for the amount of traffic they knew they would get for a sale that marked down most products by 90%. They are a business that surely does marketing and web traffic analysis - yet they weren't prepared? Buying the hardware to upgrade their servers for a 12 hours sale for them to nearly give away their products would have been too costly, and I believe they did not upgrade anything. It is easier to say 'sorry you missed the sale' than it is to actually HAVE a sale that everyone can access. NYX handled this poorly on the front end, and even worse on the back end. They had no intention of selling their products at $1.20. They had no intention of selling their products at 50% off either. |
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I spent almost 20 hours trying to get any of the sale priced items to no avail. I did everything from refreshing the pages almost nonstop to logging onto different servers and still NOTHING. The website worked perfectly fine prior to the sale and they have had dollar sales before and this has never happened. Nyx needs to be aware that their customers are very unhappy and they are losing some very loyal customers over this scam. I believe that this sale was never really intended to happen and they used it to draw people in only to offer a 50% code later.
The code not only doesn't compare to almost 90% off like a lot of items but they have even raised some prices after the sale. Now the prices are up and no code in the world will make up for 1.20 prices! This was a huge disappointment to me and thousands of other Nyx fans. All they are doing is stating they weren't prepared for this but yet sent out emails to all registered people about this sale and stating it will be HUGE. Why weren't they prepared when they knew it was going to be so huge. They were purposely sending out all the emails promoting everything and then when it comes down to the day of the sale they claimed "they weren't prepared for so many people!" WHY NOT, they advertised this! What a scam and rip off! I am never shopping there again. |
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Bait: a "12-year Anniversary Sale" with cosmetics for $1.20. Immediately upon the beginning of the sale, NYX's "servers crashed" and only a few people allegedly purchased products. We could not load pages or process checkouts. Some customers report seeing other customers' carts and even credit card info when they refreshed their pages to try to checkout.
Switch: The next day, NYX made a watered-down apology, and claimed they would give a 50% off coupon to customers who sent their names and email addresses.
50% off does not even come close to $1.20 per item. NYX suddenly altered their
Terms of Use policies during event, to state (after the fact) that they were not liable for events like this nor did they have to honor any sales they advertised.
Once the $1.20 "sale" time period ended, NYX servers became immediately functional again. Checking the network's traffic history, however, indicates steady traffic throughout. No spikes, no overload. |
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| In addition, NYX customers report that prices have been adjusted on the NYX website now to higher than before the "anniversary sale, " possibly to offset any profit loss from the 50% off coupon. |
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