NYX Cosmetics review: No shipment/fulfilment of order ( 1 comment)

I am submitting a formal complaint regarding the handling of my NYX Cosmetics order and the customer service I have received over the past month.

I placed an order through a NYX TikTok Live auction on 9 May 2026. I successfully won the auction and paid for the order. A shipping label was subsequently created, however the parcel never entered the courier network and I never received the items I purchased.

Since then, I have spent over a month attempting to resolve this issue.

Initially, I contacted both TikTok Shop and NYX Cosmetics for assistance. Throughout this process I was provided with multiple contradictory explanations regarding what had happened to my order. At various stages I was informed that:

The parcel had not been prepared within the dispatch window.
The order had not shipped.
The parcel had been dispatched but lost before being scanned.
A technical issue had prevented scanning.
The replacement had been processed.
The replacement would arrive within 2–3 business days.
As you can appreciate, receiving conflicting information from both the platform and the brand has made it impossible to understand what actually happened to my order.

I raised approximately 14 support tickets with TikTok Shop and repeatedly contacted NYX through various channels. Despite this, I found myself having to continuously chase for updates rather than receiving proactive communication.

On 28 May, I was informed that the matter would be investigated. I continued to wait patiently and provide opportunities for the issue to be resolved.

Eventually, following significant escalation and intervention through social media, I was advised that NYX would honour the order by arranging a replacement and providing a goodwill gesture. I appreciated this step and hoped the matter was finally nearing a conclusion.

However, I was then advised that the replacement had been processed and would arrive within 2–3 business days. That timeframe passed without any delivery, dispatch confirmation or tracking information being provided.

The most recent update I have received is that the replacement order is still being manually processed and that I will be notified once it has been dispatched.

This means that as of today:

More than a month has passed since I placed the original order.
I still do not have the products I paid for.
I still do not have dispatch confirmation.
I still do not have tracking information.
I still do not have a confirmed dispatch date.
At this stage my complaint extends far beyond the order itself. It concerns the quality of customer service, the lack of clear communication, the conflicting information provided, and the fact that the burden of resolving this matter has fallen almost entirely on me.

As a disabled customer, this experience has been particularly difficult. I should not have been required to spend weeks repeatedly chasing updates, raising complaints, contacting multiple teams and attempting to piece together contradictory explanations in order to obtain basic information about an order.

I have tried to remain patient and understanding throughout this process. However, after more than a month, I feel extremely frustrated, exhausted and increasingly hopeless that this matter will ever be resolved properly.

I would therefore appreciate a formal review of this complaint and answers to the following:

Has the replacement order actually been prepared?
Has it been dispatched?
If not, what is preventing dispatch?
When will it be dispatched?
Why was I advised that it would arrive within 2–3 business days if it had not yet been dispatched?
I would be grateful for a response from a senior member of the customer care team and a realistic timeframe for resolution.