MA Rudeness/Bad MAC experiences/Rants

[aziajs]

All the time!! And it's not just MAC. It happens everywhere. How in the hell can you work for a company and not know shit about the product?????? It drives me crazy!!!

[Sushi_Flower]

Yes most of my counter SAs don't really know much, and i find it embarassing and frustrating that i know so much more than them - by that i mean simple product knowledge like the names and how products work and what's coming out next week!...which is their job!

The most amazing cluelessness i've ever come across is asking about Paints while pointing to the Paints clearly and the SA looking confused and going ''Sorry? You want to know if you can paint your eyes with e/s?". She had no idea what Paints were! The same one who didn't know any of the brushes and told me to go behind the counter and look in the stock to find them myself!

Also when MSFs were out, i asked for a 187 to apply it with, the 187 was promoted to go with the MSFs, and yet the SA didn't know what one was!

[brandi]

this happpens to me too! i hate it! they dont deserve to work there! sometimes it could just be an off day....

[Turbokittykat]

Maybe you're asking about products they don't sell at counters or freestanding stores, (for example, the black CCB is a Pro product, I believe). Most MAC employees are not addicts to the degree we are and can't be expected to know the full range MAC have ever sold, in minute detail, especially if it's a product not sold at their location.

Given the rate that MAC bring out new stuff, most of which is LE, you'd have to be super-human or seriously addicted to keep up with it all!

[Juneplum]

Quote:

Originally Posted by Turbokittykat

Maybe you're asking about products they don't sell at counters or freestanding stores, (for example, the black CCB is a Pro product, I believe). Most MAC employees are not addicts to the degree we are and can't be expected to know the full range MAC have ever sold, in minute detail, especially if it's a product not sold at their location.

Given the rate that MAC bring out new stuff, most of which is LE, you'd have to be super-human or seriously addicted to keep up with it all!

i was JUST about to say this TKK. not all MA's are mac addicts like we are. they may not have the time to peruse specktra, LJ, mua et al and be up on every product and new release that comes out like we do. they go to update just before a collection comes out (iirc). Sometimes you may get a new MA who honestly doesn't know what a paint is, or an MA who just has never used a paint, so imho, cut them some slack for goodness sake. To us it's a passion, an addiction, to some of the MA's it's a regular job just like how u and I go to our jobs every day. (and no, i'm not directing this to anyone in particular)

[brandi]

i agree with everything there is a lot of new stuff but when they dont know that some pimgents are not eye safe... i got a prob. there...this is at a store...

[Piaqua]

Agree with Juneplum and Turbokittykat... however, I feel that an MA should at least take the time to know the products that are sold where she works (ie, if she works at a counter, it's cool if perhaps she doesnt know a lot about Pro products, but hopefully she'll know what paints are). I've found that occasionally an MA at my counter won't know what I mean, but it's usually because she's new, or its a rarely used product for them (people in Syracuse seem to have strange tastes in what they'll buy from MAC, sometimes I'll ask for something, and the MAs are like "Oh my god, I'm SO glad someone finally asked about this! I love it, but no one ever wants it!" LOL).

I try to be patient if someone doesn't know what they're talking about. I do my best to explain it thoroughly. Hey, I'd rather have an informed MA, even if I have to inform her myself, than one left clueless because I was too annoyed she didn't know a product to explain it to her at all.

[Sushi_Flower]

I understand all the points made and i would never expect an SA to know things as much as us addicts do but i have recieved consistently bad service at my counter, and mine is a regular counter and i have only ever asked about the normal permenant products and only simple things which i'm afraid i see as their job, like knowing that MAC sell Paints especially when i clearly point them out.

And yes it is just a regular job to most of them but the job IS to know basic knowledge about the permenant products, that's what they're there for otherwise they could just hire anyone who can use a cash machine.
By basic knowledge i mean the names and that they even exist. I don't expect them to know the name of every single e/s in the permenant range and never ask them anything stupidly detailed or something that i know people like us only know about but believe me my counter leaves you feeling frustrated time and time again with some of the SAs due to the lack of any interest in their job or lack of any knowledge.

Their job is to give me the brush i want, nevermind that the SA can't show me how to use it, but please find it for me from the shelf atleast after i've given you the exact brush name and number by even making an effort to read the numbers on the side of the brushes on the shelf even if you can't recognise them from the way they look so i can buy it! It's a little disappointing when she doesn't know what is what but then can't be bothered to even do something to find it from where the staff are only allowed and tells me to do it!

[Juneplum]

Quote:

Originally Posted by Piaqua

Agree with Juneplum and Turbokittykat... however, I feel that an MA should at least take the time to know the products that are sold where she works (ie, if she works at a counter, it's cool if perhaps she doesnt know a lot about Pro products, but hopefully she'll know what paints are). I've found that occasionally an MA at my counter won't know what I mean, but it's usually because she's new, or its a rarely used product for them (people in Syracuse seem to have strange tastes in what they'll buy from MAC, sometimes I'll ask for something, and the MAs are like "Oh my god, I'm SO glad someone finally asked about this! I love it, but no one ever wants it!" LOL).

I try to be patient if someone doesn't know what they're talking about. I do my best to explain it thoroughly. Hey, I'd rather have an informed MA, even if I have to inform her myself, than one left clueless because I was too annoyed she didn't know a product to explain it to her at all.

very well put piaqua!

Quote:

Originally Posted by brandi

but when they dont know that some pimgents are not eye safe... i got a prob. there...

true. that is something i completely understand.

[aziajs]

Quote:

Originally Posted by Sushi_Flower

I understand all the points made and i would never expect an SA to know things as much as us addicts do but i have recieved consistently bad service at my counter, and mine is a regular counter and i have only ever asked about the normal permenant products and only simple things which i'm afraid i see as their job, like knowing that MAC sell Paints especially when i clearly point them out.

And yes it is just a regular job to most of them but the job IS to know basic knowledge about the permenant products, that's what they're there for otherwise they could just hire anyone who can use a cash machine.
By basic knowledge i mean the names and that they even exist. I don't expect them to know the name of every single e/s in the permenant range and never ask them anything stupidly detailed or something that i know people like us only know about but believe me my counter leaves you feeling frustrated time and time again with some of the SAs due to the lack of any interest in their job or lack of any knowledge.

Their job is to give me the brush i want, nevermind that the SA can't show me how to use it, but please find it for me from the shelf atleast after i've given you the exact brush name and number by even making an effort to read the numbers on the side of the brushes on the shelf even if you can't recognise them from the way they look so i can buy it! It's a little disappointing when she doesn't know what is what but then can't be bothered to even do something to find it from where the staff are only allowed and tells me to do it!

I totally agree with you. I don't go into a counter asking about Pro products or products that are only sold at freestanding stores and expect them to know about them. If they do - great. We're not even talking about some discontinued product. I am asking you questions about a product that is on the counter in front of you and you can't tell me about it!!?!?!?!?! I am asking you about a brush on your brush belt and you don't know how to use it!?!?! Sorry, that's bullshit. I have had MAs actually go look up a product in the book cuz they didn't know what it was. That is a little surprising to me but at least they took the time and effort to do that and inform not only me but themselves as well. Even when I didn't belong to Specktra, which hasn't been a long time - Oct. 2005, I shouldn't be able to go in and tell you more info about a product that you are supposed to be selling to me. And the icing on the cake is that so many of them walk around like they above it all and they are so important cuz they work for MAC, like you are inconveniencing them by asking them a question and expecting them to do their jobs and yet they don't know shit.

[Hikaru-chan]

Personally I find it really annoying when I get an MA (or any sales assistant) who doesn't know her stuff.

Fair enough if it's not sold at that particular counter but I do expect them to know what products they sell, what they do, how much they are and when new collections are being released.

I know to a lot of them it's just a job but that doesn't mean you should have to recieve bad customer service and poor knowledge of the products, if they can't be bothered to do their job propely then they shouldn't be in that job at all.

[aziajs]

Quote:

Originally Posted by Hikaru-chan

Personally I find it really annoying when I get an MA (or any sales assistant) who doesn't know her stuff.

Fair enough if it's not sold at that particular counter but I do expect them to know what products they sell, what they do, how much they are and when new collections are being released.

I know to a lot of them it's just a job but that doesn't mean you should have to recieve bad customer service and poor knowledge of the products, if they can't be bothered to do their job propely then they shouldn't be in that job at all.

Thank you!! If you are at your job and people are coming up and asking you questions about your job, products, programs, duties or whatever the case and you don't know the answers is it alright cuz it's just a job for you and not a passion or a true interest??? No.

[pugmommy7]

This thread is cracking me up.
I know what you mean, they cannot know everything BUT, when you are dealing with it everyday for 8 hours, how does it not sink in.
(I agree if they do not sell it at your counter/store you cannot be expec ted to know it all)
But when I was working(9 years as a nail tech) I had a rainman like ability to name an opi polish on site and they have over 100! but i used it constantly. and they came out with new lines all the time.
but that is me

[flowerhead]

Not meaning to offend anyone, but this thread is really tiresome....If you know what paints are I'm sure you can get one, test it and purchase it!

[User20]

Quote:

Originally Posted by Hikaru-chan

Personally I find it really annoying when I get an MA (or any sales assistant) who doesn't know her stuff.

Fair enough if it's not sold at that particular counter but I do expect them to know what products they sell, what they do, how much they are and when new collections are being released.

I know to a lot of them it's just a job but that doesn't mean you should have to recieve bad customer service and poor knowledge of the products, if they can't be bothered to do their job propely then they shouldn't be in that job at all.

Amen! I'm sick of getting bad service (hence the reason I only shop at one of our MAC counters which is half way across town) and having the MA's know nada or be overly pushy. It's understandable that they can't know everything (or at least not immediately), but they should take time to get to know the product better as they are there. I'm sick of asking for something, then going back months later and having them still not know what it is.

[farra712]

I hate when I want something and they try to talk me out of it! What's the problem??? I want to buy it, you are there to sell it, and we may have different opinions of what looks good on me, but it is your job to take my money and give me my product!!!! Yes I may be dressed like a a bum or a preppy school girl or a slut or whatever, but I still want that Flash Mode Lipgloss (or whatever), so give it to me!! ALso, they have put the wrong foundation color on me everytime. I am soooo powdery white and they want me to be darker! I want me to be darker, too, but not just my face!

[aziajs]

Quote:

Originally Posted by farra712

I hate when I want something and they try to talk me out of it! What's the problem??? I want to buy it, you are there to sell it, and we may have different opinions of what looks good on me, but it is your job to take my money and give me my product!!!! Yes I may be dressed like a a bum or a preppy school girl or a slut or whatever, but I still want that Flash Mode Lipgloss (or whatever), so give it to me!! ALso, they have put the wrong foundation color on me everytime. I am soooo powdery white and they want me to be darker! I want me to be darker, too, but not just my face!

LOL!!

[Nycutie182]

Quote:

Originally Posted by flowerhead

Not meaning to offend anyone, but this thread is really tiresome....If you know what paints are I'm sure you can get one, test it and purchase it!

Yes, but if someone has a question for the MA, I'd like to think they'd be able to help the customer. If they don't even know what a is, then it does make it somewhat complicated to "purchase it" seeing as how the staff gets the products for you.

[Sushi_Flower]

Quote:

Originally Posted by flowerhead

Not meaning to offend anyone, but this thread is really tiresome....If you know what paints are I'm sure you can get one, test it and purchase it!

What is the point of the SAs then.... :confused: Just to take my money at the till and put the product in a bag for me? And not even to know what it is they just handled? Or that it exists? Or be able to help me in my questions about it? Would i even want to buy it without any basic Qs answerd about it? No i wouldn't as i hadn't used Paints before that time and the SA is the one with the tools on her belt and the one who should 'test' it for me with the right tools/techniques and show me how it is applied and looks.
And if she doesn't even know what it is then how will she even find it for me to buy anyway? Like the time the SA couldn't find the brushes i wanted even though all she has to do is read the writing of the brushes, maybe that's alot of hard work, but should she really have told me to do it because she can't be bothered? Who is the person getting paid and who is the person paying?!

Like i said you've got to take my opinions of this into context, stuff like this is constantly happening at my counter and is nothing to do with someone being new or having one bad day or it being new products/DC products being talked about, that and coupled with the fact that i've had very rude service means i'm not left with a good impression of the SAs i've dealt with.
There are a couple who are really nice and helpfull though and without who i probably would hardly ever go to my counter.

[Chelly]

Quote:

Originally Posted by flowerhead

Not meaning to offend anyone, but this thread is really tiresome....If you know what paints are I'm sure you can get one, test it and purchase it!

well if your bored sweetheart then go read somethin else


i was at the south beach location which according to the site sells pro products. i was under the impression that it was a straight up PRO STORE but maybe its not.. but dont tell me that electric coral pigment is discontinued when its not.

[72Cosmo]

I feel very lucky after reading this thread. We only have 2 counters in Tucson ( both at Dillards stores) and I feel that I get excellent service from both counters. I don't purchase every time I go and everyone is always willing to show me whatever I'm interested in. I try not to go on weekends when they are the busiest. My only complaint is that we don't have a freestanding store where I can purchase pan form shadows. I forgot to mention that the MA's are very knowledgeable also.

[asnbrb]

My MA's are pretty knowledgable. I've only come across one that I wanted to slap upside the head, but she doesn't work there anymore. (Yes, dollymix blush does exist and I'm pointing at it RIGHT NOW) Other than that, the only problem I really had was one girl who was helping out at the freestanding store when she usually works at Pearlridge, so she wasn't familiar with where everything was kept.

[SonRisa]

To be honest, I'm so sick of reading stuff like this. Yea, yea, don't read it then. Pass it up - whatever. There's bad customer service in every industry. That doesn't excuse it, but it exsists. Not knowing a brush number or how to use it . . . maybe she was new. Maybe she truly was a dumb ass and didn't think to look at the numbers on the side to find it. I don't know, but I don't think half of you understand how intense our job can be. Customer service is the number one priority. And at my store at least, that can mean jumping between 5 different customers who all have questions about how to use _______ and will ___ color look good me? while someone else wants an eye demo and another has an appointment. On top of which, we have to replenish our stock area, write out our out of stock lists, clean the counter, clean our brushes between each customer, clean the products themselves, answer the phone, do facecharts (which are required) AND manage to keep our cool. I'm not complaining, I love my job. But even for me, as an addict before I was an employee it took me about a year to get completely comfortable with most products - knowing the ingredients, why they're in there, what they do, recognizing the names of products and being able to pull them out of the unit. AND I study my PKM in my free time. Most MAC employees do not. There's no downtime to study the PKM at work. We go to basic once - it's 5 days long and pretty informative, but with the multitude of products MAC makes, it can be pretty confusing. Plus, they're always adding new ones. Yes, we go to update 4 times a year, but update, to be honest doesn't tell us much more besides the inspiration behind major collections, what the names of the colors are and what they look like. If there's a new product, the trainers will go over how to use it once. Some people go to update a month before anything launches. They may forget once it's launched. They're human. And different things are popular in different regions. Just because you love paints, doesn't mean everyone does. Most people who shop at my store never ask for paints. They've never even heard of them until I use it on them.

Our job is to do makeup and sell makeup. Yes, I agree you should know about what you're selling, but now that I've been with MAC for over a year (which isn't even that long) I've seen a super high turnover rate. I'm not sure if it's just my region or what. But basically that means lots of fresh, new employees. Who all love makeup - or they wouldn't be working there, but they can't be expected to know everything right away. If they don't know, so what? You don't know everything. If they don't offer to find out for you - that's another story. In that case, I'd request to speak to a manager and tell them how you feel. Above all else, just keep in mind we're all human, we all make mistakes and we all have different personalities which means we interact with each other in different ways. There's never an excuse for attitude, but remember most of us are there to help you. And think about how you approach the situation. If they say they don't know, or don't understand what you're talking about, do you get an attitude? Do you walk in like a know it all? I'm not saying you do, but I've had customers do that and believe me the last thing I want to do is help them - even though I do. When you point a finger, three more are pointing back at you. Think how you may have contributed to a bad experience you had. . . reactions, etc.

[iiifugaziii]

Thanks sonrisa!! you said it well.

[professionaltart]

Quote:

Originally Posted by brandi

i agree with everything there is a lot of new stuff but when they dont know that some pimgents are not eye safe... i got a prob. there...this is at a store...

I can see how that is a problem but I'm gonna be honest with you, MAC doesnt go into great detail with us on what is/is not eye safe. Most MAs are not gonna go thru the PKM or online and see what is exactly eye safe etc etc

Quote:

Originally Posted by Piaqua

Agree with Juneplum and Turbokittykat... however, I feel that an MA should at least take the time to know the products that are sold where she works (ie, if she works at a counter, it's cool if perhaps she doesnt know a lot about Pro products, but hopefully she'll know what paints are). I've found that occasionally an MA at my counter won't know what I mean, but it's usually because she's new, or its a rarely used product for them (people in Syracuse seem to have strange tastes in what they'll buy from MAC, sometimes I'll ask for something, and the MAs are like "Oh my god, I'm SO glad someone finally asked about this! I love it, but no one ever wants it!" LOL).

I try to be patient if someone doesn't know what they're talking about. I do my best to explain it thoroughly. Hey, I'd rather have an informed MA, even if I have to inform her myself, than one left clueless because I was too annoyed she didn't know a product to explain it to her at all.

Agreed.


FROM A MAC ARTIST STAND POINT:
1. (For the most part I think I am part of a VERY knowledgable counter aside from our freelancers and one part timer.) There are constantly CONSTANTLY new collections being released and people jump down my throat when I don't remember that Curiotease came out with Naturally Eccentric. Um hello, sorry I have to keep up with every other frickin thing MAC releases.

2. ABOUT THE LAUNCH OF NEW COLLECTIONS: we are NOT NOT NOT NOT NOT NOT suppose to disclose information to customers. Your MA is not being mean by not telling you, if your MA does tell you then that is awesome u got a great MA. By contract, we are not suppose to say ANYTHING...period.

3. DISCONTINUED PRODUCTS: MAC doesnt call us on the phone and say "Oh hey. Fleshpot lipstick is being discontinued" and we just say "alright cool thanks." We don't get Memos all the time, some counters dont even have the discontinued Product list on counter. My counter didn't get one until recently again, we all thought Aquadisiac was on its wayout cause we literally hadn't seen it in months.

Sometimes the problems about discontinued items isnt necessarily the MAs fault but when MAC doesn't provide MAs with information we can't do anything.


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Alright sorry my rant is done.