Nykaa Luxe

Excellent service by Ghousia and Rafi

One of my favourite beauty stores for fragrances, and now my go-to recommendation! My experience with this store has been entirely fragrance-focused, and that is what I want to speak about. I have consistently found the staff to be extremely polite, friendly, and customer-focused. They never rush you into making a decision, patiently offer different options, and genuinely give you the time and space to decide what works for you. Over time, I became a recurring customer because of this experience. What specifically made me want to write this review today is my experience with the recently launched Chanel section at the store. When I first heard that Chanel was launching here, I called the store manager to confirm the launch date and whether I could purchase products on the day the section became operational. He was kind enough to tell me that he would personally call me once the Chanel section was operational so that I could come in and purchase what I wanted. That was a small gesture, but it immediately stood out to me as very customer-centric. I also asked about complimentary gifts with Chanel purchases. They were completely transparent and politely told me that they had not yet received Chanel gifts, but that they would be happy to offer alternatives from other brands. Whether I accepted them or not is beside the point, the willingness to find an alternative and make the customer feel valued was what impressed me. But the experience that really made me stop and write this review happened recently. A friend of mine travelled almost 25 km from the other side of the city specifically to purchase a particular Chanel fragrance in a particular size. When we reached the store, we discovered that they had the fragrance, but only in a smaller size than what he wanted. We asked the manager if he could check whether the larger size was available at another nearby store in Jubilee Hills. Within about a minute, he came back and confirmed that the product was available there. However, the Chanel section at that location was not operational yet, so they couldn't sell it to us immediately. They didn't simply stop there. They offered to have the product delivered to my friend's home if he was comfortable with that. He really wanted the in-store Chanel experience, though, so he was almost ready to compromise and purchase the smaller 100 ml size. And then came the part that genuinely impressed us. The store manager came back and said: “You don't have to compromise on the size. We will get the bigger bottle here for you.” They asked us to give them about half an hour, and promised to arrange the bottle. This was on a busy weekend, with heavy traffic outside the mall and a huge rush inside, yet the team still made it happen. We walked around the mall, had food, and came back roughly half an hour later. The store manager and the Chanel executive were both waiting for us with the exact bottle my friend wanted. And as an added surprise, we also received two Chanel samples as complimentary gifts. That entire experience made us feel genuinely valued as customers. It was about the fact that the team went out of their way to find a solution instead of asking the customer to compromise. That is what exceptional customer service looks like to me. A big shout-out to Rizwan, Ashish, and Chittranjan for being so warm, patient, proactive, and customer-centric. I have now practically become an unofficial ambassador for this store and its Chanel section. Anyone in my circle who tells me they want to buy Chanel, I immediately say: “Let's go to the Nykaa store at Sarath City Mall. Their customer service is exceptional.” Keep up the fantastic work, team. This is exactly how customers should be made to feel valued, heard, and genuinely taken care of.