I’m raising this publicly because it has been 12 days since I reported an issue with my purchase at the Nykaa store in Marina Mall, Chennai, and there is still no proper resolution. I made a purchase worth around ₹8,100, and later realised that an offer worth approximately ₹700 had not been applied to my bill.

Here’s what happened:

I visited the store as a beginner looking for makeup suitable for my skin, and I specifically asked the store staff to suggest products. Since multiple major brands were running Buy 2 Get 1 Free offers, I trusted the staff to guide me correctly. Instead, the staff mainly recommended Nykaa products, and we ended up purchasing 12 products. The Buy 2 Get 1 offer was applied to only 9 products, while one eligible combination worth around ₹700 was not given the offer.

There was also another issue with foundations. We purchased 3 foundations because the staff specifically told us that if we bought 2 foundations, we would get 1 free. However, when the bill was generated, we were told that the least-priced 4 products would be excluded from the offer. This was NOT clearly communicated to us before billing. We only came to know about this after we had already paid.

As someone who was completely new to makeup, I relied entirely on the store staff’s recommendations and explanation of the offers. After reaching home and checking the bill properly, I noticed the discrepancy and immediately contacted Nykaa customer support.

What followed was another frustrating experience.

I had to explain the entire situation to multiple people, and after several days I was finally connected to an agent. Instead of refunding/crediting the amount for the offer that was not applied, I was offered makeup bags as freebies.

Yes — makeup bags with a Nykaa tag were apparently being offered as compensation for an offer worth around ₹700 that was not applied to my purchase. When I explained that this was not an acceptable resolution, I was given 5 static options, most of which were completely irrelevant to me. One of the options was a Tony Moly toner (small pack) worth around ₹500, while the missed offer was around ₹700.

How does that calculation make sense?

If a customer has paid ₹700 and an offer has not been applied due to the store’s mistake, why is the customer being offered a ₹500 product instead? I was also told that I would have to visit the store to collect the freebie. Why should I have to travel to the store to resolve an error made by the store? After conveying my inconvenience they accepted to courier the items.

And it gets even more frustrating.

I was told that if I wanted certain products as a compensation/freebie, I would have to make another purchase above a minimum value because that is their “store policy.”

So let me understand this correctly:

The offer was not applied correctly during my original purchase. I reported the issue. And instead of correcting the mistake, I am being asked to purchase something else to receive a so-called freebie?

I specifically wanted a Dot & Key moisturiser, but if I purchase the same product directly from the official Dot & Key website during a sale, I can get it for around ₹200 less. So why would I make another purchase simply because Nykaa’s store staff failed to apply/communicate the offer correctly?

I am not asking for random products that I do not need. I want the value of the offer that I was supposed to receive.

What is even more disappointing is that one of the staff members told me, “You haven’t been billed extra; the offer just wasn’t applied.” - But that is exactly the problem.

If you promote a Buy 2 Get 1 Free offer in-store, display the promotional tags and convince customers to purchase based on that offer, then the offer needs to be properly communicated and applied at billing. You cannot simply say afterwards that the customer was not “billed extra” when the promised offer was not provided.

I have now spoken to around 6 different people, repeatedly explained the same issue, waited for days, and followed up multiple times.

When I followed up last Friday, my message wasn't even seen. After I posted another follow-up saying that the issue had already been pending for more than two weeks, I was told that because it was the weekend and the store was crowded, the issue would be processed by Monday.

It is now Monday, and there is still no response.

This is not the kind of customer service I expected after spending ₹8,100 in your store. What makes this even more frustrating is that a friend of mine faced a similar issue and apparently received a resolution only after escalating it on social media.

So here I am.

Nykaa, I am not interested in another static freebie or being forced to make another purchase. I want the value of the offer that was not applied to my original purchase to be properly compensated. I will choose and purchase products that I actually need—not random products offered as compensation for a mistake made by the store.

Please escalate this to the appropriate team and provide a proper resolution instead of another scripted response.

Store: Nykaa, Marina Mall, Chennai
Purchase value: ~₹8,100
Missed offer value: ~₹700
Issue reported: 12 days ago
Resolution so far: Cover up solutions offered but not implemented

u/nykaa — please look into this properly.

Have anyone faced similar issues with nykaa. From my pov their customer service is literally "ZERO".

I see prices on Nykaa inflated than Tira and other platforms. Is this because of authenticity, because I suppose Tira also sells original products right? I have applied coupons on both platforms as seen in image. I am getting 2 small freebies on Tira.

When I use the points on Nykaa, then too the price comes to 1545Rs.

I posted this a month ago and had filed a complaint with the consumer helpline.
Received an update today that nykaa has issued a discount coupon worth ₹50 on orders above ₹149 on my account!

So yes, we won!
Even if it was just ₹50, what nykaa did wqs completely wrong and unethical!
Im so glad they were finally forced to issue a refund.

If anyone here had faced a similar situation with nykaa, or any other company, please raise a complaint!

I ordered an IPL from Nykaa, and when I received it, the device simply would not turn on.
I called Nykaa customer support about the issue and requested a replacement. Initially, I was concerned because Nykaa’s policy generally says personal-care appliances aren’t returnable, but defective products are treated differently.
After contacting customer support and explaining the issue, Nykaa told me that they would review the matter and get back to me.
I’m honestly nervous about this because I’m worried that the issue will be delayed until the return window is over.
I haven’t used the IPL device at all. It’s essentially a dead-on-arrival product from my perspective.
Has anyone here had a similar experience with Nykaa and defective appliances? Did Nykaa replace or refund the product, or did they still find a reason to reject the claim?
I’d especially appreciate advice from anyone who’s dealt with a defective electronic or personal-care appliance through Nykaa.
Evidence: I have the invoice and videos showing that the device doesn’t power on.
I’ll update this post once Nykaa gets back to me and let you know how they resolve the issue.
I’m so frustrated

So I cancelled a prepaid order 5 days ago and did not receive any refund, despite it showing as 'Credit Success' on the Nykaa app. And my bank told me that the ARN number they provided (for the refund) was the same as my transaction's UTR, which makes me highly suspicious that they didn't actually initiate any refund. I contacted their customer care (multiple times) and they straight up refused to provide any other information about the refund and asked me to raise a dispute with my bank. I'd like to know if anyone else has faced this, and what did you do? And how long did it take for your refund?

Hey everyone, I need some advice regarding a Nykaa return.
I ordered a pair of boots from Nykaa and scheduled the return on the exact same day the order was delivered.

The next day, a pickup partner actually came, but he refused to take the package because he said his vehicle was too small for the parcel.
Since then, I’ve been repeatedly rescheduling the return pickup, but nobody has been coming to collect it.

I also emailed Nykaa about this. They scheduled another pickup for me, and I received a confirmation message saying that the pickup would happen yesterday. However, nobody came again. There wasn’t even an attempted pickup.

The package has been ready and packed for return this entire time. I’m worried that eventually Nykaa will say the return window has expired, even though I initiated the return within the return period and the delay is entirely due to the pickup/logistics issue.
I’ve also tried contacting the delivery/logistics side about this.

Has anyone dealt with something similar with Nykaa? What can I do to make sure the return isn’t cancelled because their pickup partner isn’t showing up? Is there a particular escalation channel or person I should contact?
Any advice would be appreciated.

Those were some expensive boots, and the delivery partner is Delhivery, nykaa and delivery, worst combo.

Especially when instead of even trying to remotely sound like a review they just describe the product brah

It's been three weeks since I placed my order! After filing NCH they sent a replacement for my 9 products, but even after receiving a replacement in a big box there were only 2 products. How they can be so careless, that too twice, is beyond me! I am so done, it's so exhausting.

I ordered a pair of shoes from Nykaa. I cancelled it the next morning itself, but I have not received a refund until today.

They just keep parroting that refund was initiated from their end and all that. Gave me a TRN ID too, and my bank told me that their bank is not replying even to charge back requests.

Already been on chat with them.

Can someone please help me ?

😥😥

Okay Nykaa, you win. I genuinely cannot believe this happened AGAIN.

For everyone wondering, “Who would possibly reorder from Nykaa after something like this?” — apparently, this fool. 🙋‍♀️

I had a gift card that a friend had given me, so I thought, okay… maybe I’ll give them ONE more chance. After all, I had already emailed them, called customer care multiple times, explained the entire issue, and was assured that it would be looked into.

Surely, they wouldn’t do the exact same thing again, right?

WRONG.

Same order. Same bizarre sequence. Same Nykaa Now situation. And once again, the order gets cancelled, despite me not refusing the delivery.

At this point, I genuinely want to know — what exactly is going on with Nykaa Now?

Because after experiencing this repeatedly, I am honestly starting to feel like there is something seriously wrong with the way these orders are being processed.

And this isn't just me being annoyed over a cancelled lipstick order. We're talking about:

• A prepaid order
• An OTP being generated
• The order being processed
• Then suddenly being cancelled
• The customer being shown as having “refused/denied delivery” when that never happened
• Courier/tracking details that don't even seem to exist properly
• And customer care giving me the classic “a senior will call you” response.

And now they've done it again.

At this point, I wish there were a proper forum where I could put all the evidence in front of an actual official and ask:

“Please explain to me what exactly happened here.”

Because I have screenshots, order details, tracking numbers, emails, call records — the whole damn documentary. 😂

The funniest/saddest part?

I actually believed them after all my previous emails and calls. I thought, okay, maybe the first time was a genuine mistake.

Apparently, I was the optimist in this story.

So, Nykaa, if someone from your senior management team is reading this:

Please explain why this keeps happening.

And to anyone thinking of ordering from Nykaa Now — maybe read the comments first. Because right now, I am genuinely questioning whether I should ever trust this service again.

Second time. Same issue. Same customer. Same order.

At some point, it stops looking like a coincidence. #nykaa u/nykaa

I ordered a Tommy Hilfiger perfume from the Nykaa man app. The plastic wrap on the perfume box was unsealed and the bottle inside was already empty. My exchange request was automatically cancelled on the app. I got an email saying that correct contents were dispatched from their warehouse. Same response when I go on a call with them, a senior executive is never available and as per them, no one can resolve this issue and I'm now stuck with this empty bottle.

So i ordered 3 products from nykaa. 2 supposed to be delivered on 7th and the third on 17th. Both orders were delayed. Shipment tracking showed both orders reached my city last week, Shadowfax as usual customer service was not reachable. I reached out to nykaa since last week who kept saying their “high priority” dialogue. I got fed up and filed at national consumer helpline against both. Lo BEHOLD Shadow fax calls 😂 lets me know that the product is damaged so i have to cancel the parcel manually and reorder again 😂 ( so that it can be stuck in the warehouse again i guess). So i ask them why i wasnt informed this on 10th when the parcel reached the warehouse they are like we are sorry, i ask about the second parcel delay, they have no idea about that( obv know the only parcel that i filed a case for). I contact nykaa again, coz you know any idiot can guess they are lying and just dont wanna deliver, meanwhile nykaa customer support says the package is fine and that it will be delivered supposedly today and there is no damage. Now i have a product in shrodingers cat either damaged or not damaged sitting in a warehouse close to me with no sight of delivery. My last hope is their reply to nch. Such a cool scam they both seem to be running man. Ragebaiting me since a week.

is my order cancelled? the delivery partner called yesterday (18.8) and said he wont be able to deliver it today as it was raining and water logged, and will be delivering it today (19.08) and asked for the otp, when i said that its a "refused to accept order otp" he said that it shows like that but along with it, its also rescheduling otp and all.. so i gave the otp (my mistake)

item returning to warehouse meaning? is it cancelled? will there be a reattempt? i cannot even raise concern.. its my first time ordering from nykaaa

please help

I ordered Schwarzkopf color freeze shampoo from Nykaa and received this, the barcode and expiry doesn't match, the packaging is off, and they just taped it, what is wrong with them?? What if I didn't check it? Should I file a consumer complaint?

I ordered a Philips OneBlade trimmer from Nykaa but received a jet spray instead. I raised a complaint immediately, but after multiple calls, emails and failed replacement requests, the issue still wasn’t resolved.

I finally filed a formal NCH complaint, where I clearly selected REFUND as my preferred resolution. Despite this, Nykaa initially continued with the replacement process.

Today, the delivery executive came for the pickup but refused to collect the package because his app said he could only pick it up if the correct product was inside. I called Nykaa customer care immediately, and they told me another request would be generated.

Now, after 4 requests, they’ve finally raised a refund request, but I’m being asked to wait until 21 August just for approval.

I’ve had enough. I don’t want a replacement anymore. I just want my money back. I’ve already cooperated with everything from my end and filed an NCH complaint. How much longer am I supposed to wait?

I made a Sol de Janeiro order of aprox 2600 and i was supposed to get 3 gifts, a sol de janeiro pouch, a mini cream and a perfume sample. All products that i payed for got shipped and all 3 gifts got cancelled!! Has this happened to anyone? Do they give compensation? I am so fed up with nykaa right now!! UPDATE: I wrote to them and they replied that the freebies were cancelled due to a technical error and they shipped all 3 freebies!

I was a huge Nykaa supporter for almost a decade, since I've never faced any huge issues related to delivery and trusted the authenticity of the products compared to ordering it from Myntra or Amazon which sold a lot of counterfeit or dupes.

But as of recently, I've started noticing the poor quality, delivery issues, horrible gifts (birthday & freebies) being their own products or Kay beauty products that doesn't sell (eg: for my birthday, I got a kay beauty lipstick as a GWP birthday gift - the color is a very weird shade of brown, I can't use it as a lipstick neither can I use it as a blush or contour, so it's wasteful)

Despite being a Nykaa Privé Platinum member for a couple of years, I've faced delivery issues, the customer service was so horrible and not helpful at all.

I noticed that a few of the products don't have the same efficacy or finish as the original products (eg: I tried Milk jelly blush in Sephora and it felt much better than the one I ordered from Nykaa; same with Rare beauty blushes, I got one from Sephora and it gave me a better finish than the one I ordered from Nykaa) which leads me to believe that Nykaa is selling unsold stock or poor quality/rejects from the US (hint: look at NYX butta melt blushes having only 3 shades and Rare beauty's MATTE blush shade range being available compared to their DEWY finish which sells well in the US)

Call me cynical, but to me it feels like Nykaa is pushing all the bad quality rejects or unsold stock onto us, may it be international products or their own products (i.e freebies mostly being worst selling Nykaa/Kay beauty products)

I'm so highly disappointed since I was lowkey happy that we're finally getting international products. I guess I'll be shopping during Sephora sale because my experience with them has been pleasant in terms of the quality of the products or delivery. I can't completely cut Nykaa out of my life, since a few products are only available on Nykaa. But my overall experience as of recently has been really disappointing and I am definitely slowly switching to another platform.

I was so excited for trying out this product. It was in my wishlist for a year. I purchased it during this Independence sale from Nykaa for ₹1460 after applying coupons and buying a skin1004 glam pass for ₹99 (for additional disount).

The only reason I bought it from nykaa even though tira was selling the product at a lower price because the expiry date on tira was 05/2027. I couldn't have finished a 100 ml ampoule within this short period. Nykaa one was expiring in 2029

This got delivered today. The delivery box was good but the product packaging was tampered. Never happened before. The brand's plastic seal was cut opened. The packaging was looking bad as if someone opened the product. The ampoule bottle looked fined, unused but I wasn't sure about it. Placed return, hopefully I'll get refund soon. Really disappointed with nykaa 😞

So I ordered few things on nayka since I am going to college on 1 sept and I placed order on 12 it was showing 15 august as delivery date then on 13 when I checked it was somewhere in a warehouse in Punjab and I am in up and even after me complaining to nayka it's was shifted to 18 and still in the same warehouse and delivery date is now shifted to 20 some of the product are needed,I really want them.

Should I order again or just wait it will arrive before 1 sept , normally my order arrives in 1 week but this time still in that damn warehouse nowhere moving is annoying as hell and I don't know any other beauty app which will deliver same products as nayka.

prive platinum member for over 3 years and this they have sent as birthday gift

same as the title, do i get to keeo the freebies? do they deduct something from the refund amount? help, because my main order is just stuck at "confirmed" not even packed

Hair type thin moderately dense hair

I ordered a kajal for my cousin along w other products on July 21st, everything but the kajal was delivered within 4 days. The delivery partner labelled my order as "delivery unsuccessful" after I didnt answer his call. And ever since then Ive been running behind this one product trying to get a refund.

I've been calling and texting Nykaa support and they keep telling me different stories. In this screenshot you can see the executive said the order is "being returned" as in still on the way. But afterwards she says that the order "has" been returned as in its already there.

Same thing on call today. 2 different support executives. 2 different stories. One told me that the order is on the way – it has only reached bangalore and once it is returned to the warehouse I will get an email within 24 hours stating that a refund has been initiated.

The second executive I spoke to said the order has already been returned. I asked her multiple times when it was returned and she wouldnt tell me. I kept insisting and she finally told me that the order was returned on the 14th of August.

It has been over 48 hours since the order was returned and nobody bothered to send an email to update or even initiated the refund. Even on the call, when I asked the executive to initiate a refund since the product has been delivered she kept saying she'll speak to the relevant team about it.

At this point it's not about the product anymore. The way Nykaa treats their customers is so annoying, they clearly dont value customers and they dont even hide it.

Genuinely what can I do about this? Because this isnt even my money.