Nykaa Luxe — Local services in Mumbai

They mostly sell high end luxe brands. Coming to my experience! I had the worst experience I have ever had in my life in any shop be it a small shop or a luxury retailer. One of the staff member named Arzoo was really rude, crass and highly ill mannered in her behaviour. As shown on the official nykaa website the timing for the store to open is 10am (as shown in the pic). On principle, the staff and management mostly reports on duty atleast 30-60mins before to open up the store, to set up, change into their professional wear/clothes etc. Anyway I reached the store at 10.05am it was still shut. I was told that I cannot enter before 10.30 because it will take time for them to set up etc, I requested their staff employee Arzoo that since iv already come, to let me in, as I could not wait because later I had to pick my son from school. She said OK you can come but we will not be able to assist you properly, I was OK with it, as I knew what product I wanted to buy. I sent my car and driver in front of her to park somewhere else, as this shop doesn't have parking for its customers. Then when I started to enter the store, the other manager told me I can't enter. I informed her that I had already discussed with Arzoo to let me in, I know what I wanted to buy. But she was adamant not to let me in, I told her again that her colleague told me I can enter that's why sent my car to park somewhere else, hearing this Arzoo got defensive in front of her senior and kept repeating that I'm lying and she did not tell me any such thing. This argument continued for 5 minutes, during which Arzoo was highly rude and crass in her behaviour and tone. It was highly humiliating for me, so I resorted to write a 4page complaint (on their suggestions form) about the parking issue and about their employee behaviour to the main manager who comes to the store everyday after 1pm. I wrote the complaint handed it over to the other staff, who assured me that the manager will definitely look into it and will call me to discuss further. During this entire time not even once Arzoo came to apologise and its been over a month absolutely NO ONE has called me from the store to discuss this matter. They have conviniently ignored this complaint. I tried to call their store no. That I found on the nykaa website and Google, but its the wrong no. And it...

This is the second time I’ve had a disappointing experience at the Nykaa Luxe store in Churchgate. I cannot comment on other outlets across Mumbai, but this branch has consistently left me dissatisfied.

During my recent visit, I made a purchase worth ₹2800. At the billing counter, I was asked if I wanted a bag. When I agreed and inquired whether it was chargeable, one staff member said “yes,” while another immediately contradicted her by saying “no.” The first one then excused herself by claiming she was new, and eventually gave the bag for free. Honestly, when I buy luxury products online from Nykaa, they come with thoughtful packaging—so why should I have to go through confusion and hassle over a basic shopping bag in-store?

This isn’t my first poor experience here. Earlier, I wanted to try the MAC concealer palette, which was clearly available for trial. However, the staff refused to provide it and insisted they didn’t have one, which wasn’t true. Instead, they kept pushing products from other brands, which felt more like a sales tactic than genuine customer service.

To add to this, I visited the store with my friend who wanted a nude lipstick from Nykaa’s own range. She has a dusky skin tone, but the shades shown to her (like Chai and one more) completely washed her out. Despite there being a wide range of suitable nude shades in Nykaa’s collection, the staff put in zero effort to guide her. When I asked them to show more options, they seemed annoyed and instead pushed products from another brand that my friend had no interest in. In the end, she left without buying anything.

Overall, the experience makes me question whether the staff here are well-trained or even focused on customer satisfaction. The reason I visit a physical store is to explore products with proper guidance and leave confident about my purchase—but that’s exactly what this store...

Absolutely hated my experience here. The staff, atleast the one who was assigned to us was very stuck up and we could see it on her face that she DID NOT want to help at all. She did our makeup using already used makeup brushes we could literally see the brush was soaked in makeup. She was kind of uneducated about shades and undertones, my sister had to change the foundation three times until we got the kinda same shade. That happens, but she kept saying it's okay, it matches perfectly. She just wanted to get rid of us. Horrible attitude, horrible service, at one point she even said that she had other things to do so we should come back later. When we asked her about Maybelline and other brands, she said that they only keep high end makeup brands. I don't know what's the purpose of this store, if you have Everything on your site, then atleast the store can be a bit more versatile rather than only keeping brands which young people/ beginners cannot afford. You may say that you can't keep EVERY brand, but as far as I know, Maybelline is a household name. I just want to say that we have been to high end brand stores in High Street Phoenix and our experience was pretty great, the staff was good natured their service was also pretty good. So this wasn't our first rodeo. My expectations were pretty high from the Nykaa store and I was immensely disappointed. Please see to it that you make the...