Nykaa – Makeup/Beauty Shopping

The customer service is actually so horrible. So I ordered a wig in a dark brownbut when i received the wig it was completely different colour. It was much lighter than as per the website. So, naturally, I requested for a refund. But they deny it, claiming that it was opened, when in fact it was not. I try to contact help but even though I kept telling them the I did not open the package, they kept saying that it appeares to be opened. It was like talking to a bot. although maybe I was. So I called them and I repeated everyhting in detail and the guy talkokg to me switches up the reason and says that they cannot exctiy because they only accept cancellation if the product is damaged, Like what?? One of the options under the “reason for cancellation” literally is “Product not as per the website”, So why would they put that as an option if they can’t take it.

Their coupon system is a joke. If the transaction is not approved for some reason they will just mark the coupon as used and you cant use it again. Its gone. I used a coupon to order few items and after the payment, their pge said that the payment was unsuccessful so and that i needed to pay COD for the order although the money got deducted from my bank. Since it was a gift, I cancelled the order and the amount for the order was refunded in nykaa wallet, not the coupon mind you. Talked to the customer service people and they said that the coupon cannot be used again. I didnt want to fight for 400rs so i went ahead and had another 5% coupon which i used this time and the payment failed again. I then tried the retry payment option and paid using my friend’s account. They had removed the coupon again since the payment didnt go through to which i was unaware of. I asked my friend i needed to make a payment of 300 and he called me saying it was for 490. This was really embarrassing. Uninstalling the sh !tty app after the delivery.

I am following Nykaa from the initial days and have always been amazed how they got their User experience right, right from the start. Something which I have seen even top e-commerce retailers struggle at, even today. Nykaa’s success is due to its great user interface, efficient delivery and ability to keep fake products out up to a great extent where Amazon/Flipkart have clearly failed.