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Business Profile

Makeup

NYX Cosmetics

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Makeup.

Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/05/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    While this may seem minor it very much seems like false advertising. *** is advertising that their new smooshy matte lip balm comes with a keychain holder if you order 2. This is allegedly exclusively through **** Tik tok shop. They are paying creators to advertise this to increase sales. The problem is you dont get the keychain holders. You also dont get a reply when reaching out to them on tik tok. When you reach out to them on any other platform, they tell you to reach *** tok. Rinse repeat. This is clearly a scam to get people to buy larger quantities. For the record, I bought 4. Its literally the only thing my daughter asked for as a birthday gift. I am reaching out to BBB because this company refuses to answer any question, they redirect and disappear. Ive been a fan of this brand for years, often making it my go to when needing new cosmetics. The customer service, or lack there of is forcing me to reconsider spending my money on a product backed by a company that tosses you around.

  • Initial Complaint

    Date:03/05/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought an NYX VIVID black eyeliner. It was brand new and in the packaging. When opened, the product had been completely dried out and the brush was messed up. I emailed the company and brought it to their attention. Sent pictures and explained the entire situation. Instead of them offering to replace the product that had clearly gone bad, they offered me a 10% off code to get a new one. No offer on a refund. No offer on a replacement. Meanwhile they spend hundreds of thousands of dollars each year sending out free product for Instagram influencers. Yet, I get a 10% off coupon. I am appalled at the horrible customer service of this company.

    Business Response

    Date: 03/20/2025

    We are waiting for customer to provide mailing address 

  • Initial Complaint

    Date:12/12/2024

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On today 11/30/24 I sent a request to **************** through *** website. I asked for my account to be deleted due to my information was found on the dark web so Im requesting all companies to remove my information from their system. I received a response back from a representative name ***** on 11/30/24 at 10:04am. ***** did not handle my request but instead send her company privacy policy for me to read. I would like for *** to delete my information and do not send any advertisements by email or to my mailing address. I do not plan to do any business in the future with this company. Please see snapshot of email attached

    Business Response

    Date: 01/07/2025

    The desired outcome has been completed in which a email was sent to the consumer verifying this 

  • Initial Complaint

    Date:09/04/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They ran a sale without having the product to actually sell. I bought over a month ago and after constantly promising it would be sent today they cancelled the order, but they are selling the same product on Tiktok at a higher price

    Business Response

    Date: 09/16/2024

    We're sorry for the experience you had while trying to purchase our products. As per your conversation with our supervisor, we are sending you a promo code that can be used on our website at checkout for your next NYX purchase.  We appreciate the opportunity to assist you and hope you enjoy using our products.

    Customer Answer

    Date: 09/19/2024

     
    Complaint: 22221456

    I am rejecting this response because:  I sent additional information to them and was awaiting a response as to what happened.  

    Sincerely,

    **** *****

  • Initial Complaint

    Date:08/23/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The makeup and other products from this company HAS NON EXPIRATIION DATE SO THERE IS NO WAY TO KNOW WHWN TO STOP USING THEM. I have opened and unopened products, some.purchased, some gifted others promotional.as they are my favorite brand to use. I have used their online forms and.no response so far. It is incumbent that companies stand by their products and not shaft customers. I would.like to find out the manufacture, best date of use from the.company. These are items.used on face near or on eyes and lips. Very important.to have such dates and for company to be responsible and supply or.provide if asked. I have used online forms and l guess they go in a black.hole as l am 71 and disabled and maybe not doing online correct.

  • Initial Complaint

    Date:08/23/2024

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order on 8/17/2024 which was a Saturday. Immediately after placing the order I realized that my Apple Pay had attached an old address where I no longer live. I immediately proceeded to cancel the order and was notified by the automated system that I couldnt cancel. I tried to modify the order, and still notified that I couldnt make any changes. Even though the website states that weekend orders would not be processed until the next business day which would be Monday, and that changes can be made prior to processing I didnt have this option. I left an online inquiry, no ***ly. Then come to find out there is no customer support available on the weekends at all. So I had no choice but to wait until Monday to call customer service. I called first thing as soon as they opened. My order still has not been completely processed and it also has not shipped, yet I was informed by the *** that I could not cancel or modify the order. I explained that my order would be going to the wrong address and that I dont live there, but she claimed she could not make changes. She then states I should have been able to cancel online right after placing the order but I explained that I tried and the system would not allow me to. I asked for a supervisor, she stated one was not available. The information that is listed on their website is inaccurate and misleading. There is no support for order issues that occur on the weekend and even during the week customer service has no ability to help with orders in any fashion. This company is taking peoples money and has no regard for providing resolution when errors happen. Its giving very fraudulent vibes. So I have an order that is paid for that I wont receive and cant cancel. I am extremely frustrated and disappointed at their lack of customer service.

    Business Response

    Date: 09/04/2024

    We sincerely apologize for your recent order experience. Your order has been refunded in the amount of $35.99 to the original method of payment. Please allow up to ************************************* your account depending on your financial institution. We appreciate the opportunity to assist you with this matter.

  • Initial Complaint

    Date:07/17/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I contacted the company about a month or so ago about two products I had tried by them and was very dissatisfied. One was a lipliner and the other a liquid small tube of concealer. I discussed the lip liner, primarily. It was tried maybe two times and put away in a drawer. I gave them all info I could. I even took a photo. It was impossible to read the info on the lipliner. For some reason the print is very faded and faint on their plastic tube. That is not my fault. The color was visible, the name of the product. That wasn't good enough. They insisted on some other info that was not there. Then they insisted on a receipt. Receipt? How would I still have a receipt or why would I? Its ridiculous. I have both products and took photos of the lip liner. why isn't this good enough? I would have sent it in along with the tube of concealer, even at my own expense as long as I was going to get some kind of full replacement coupon I could maybe use on something else, a lipstick something. They were extremely difficult to deal with. I wasn't expecting a refund. Just maybe a coupon. There was a lipstick by them I purchased a long time ago and would buy again if they still had it. As for the concealer. It was just awful. Like paste. Didnt even blend. Like glue. Terrible. I didn't even get a chance to get into that.

    Business Response

    Date: 08/09/2024

    We sincerely apologize for the delay in responding as well as for the experience you had with two of our products. We are sending you a refund check for the suggested retail price of each to the address provided. Please allow 3-4 weeks to receive. We appreciate the opportunity to assist you with this issue.

    Customer Answer

    Date: 08/13/2024

     
    Complaint: 21985007

    No one cont red me personally and Im not what they are refunding exactly. Until I receive the compensation how could I accept anything? 

  • Initial Complaint

    Date:01/08/2024

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    NYX_03407041 Upon receiving this order few items were missing and I called to nyx customer service and they issued a refund on 12/26 according to the email their cs sent me confirming the refund for the missing items I still dont see any refund for that amount they issued Im attaching the email that nyx sent me And when I asked their cs agent to sent me screenshot of transaction refund I was told they cant send me ? I doubt refund was actually processed because its been 6 days and refund isnt posed on my end

  • Initial Complaint

    Date:08/14/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    NYX_02857572 I returned all the items in this order and only received partial refund

    Business Response

    Date: 09/06/2023

    We sincerely apologize for the delay in responding as well as the experience with your order. Our records indicate that a refund was issued to the original method of payment and settled 8/17/2023. If you do not see the refund in your account, please reach out to your financial institution. If you require anything further, please feel free to contact us.

  • Initial Complaint

    Date:07/10/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    NYX_02788527 I was refunded partially for the return when I returned all the items in my order Id like refund for all the items in the order since I returned all the items

    Business Response

    Date: 07/14/2023

    We sincerely apologize for your experience. We have refunded the remaining balance of your order to the original method of payment. Please allow 3-5 business days for your refund to reflect in your account. We appreciate the opportunity to assist you with this matter. 

NYX Cosmetics is NOT a BBB Accredited Business.

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