Bad Customers!

[debsjc]

I can totally imagine the people the MA's see and how annoying it must be. I think it is Customer Service professions in general that encounter this.

I work for an airline, and for 7 years I was front line customer service at Heathrow, dealing with people who has missed their connecting flights. If I repeated a lot of the things said to me I would be banned from the forum for my language!

Obviously flying is stressful for a lot of people and that causes extreme reactions, but airline staff do take a lot abuse. Hopefully people in the lovely surrounding of MAC are generally a bit politer to the service providers :-)

[devin]

I agree with a lot of you. Me and my co-workers discuss this all the time. I don't have a problem with customers who honestly don't know what to buy and what they need to get. I will go the extra mile to try the colors on them....one color on one side, another color on the other side until we find what they want. But.....you have those who want a miracle. Customer's who have acne all over their face and say that Studio fix makes them break out and they want you to try something that makes their skin flawless. Or just skin problems period and expect MAC makeup to give them flawless skin. Start with good skincare first! Like Macgoddess said when customer's come in and say "I want you to pick out some colors for me", so you ask "well what type of colors do you like?" and they say "I don't know what do you think?" and you show them all types of colors and combinations and they don't like anything....it's like, well you know what you don't like so at least let me know that so we can look at what you do like! When the counter is jam packed with customer's and they have all been acknowledged, but that one customer insist on skipping ahead of all the other customer's that have been patiently waiting and then leaves with a complaint that no one wanted to wait on them. Just like most makeup artists complain and it's my complaint also...customer's who come every weekend just about around the time to close wanting a "free" makeover, they don't buy anything, just so they can go to the club for the weekend....at least leave a tip! Customer's who for some reason just want you to say the word "free makeover", and when you tell them "it's a 40.00 purchase", they say they will come back and never do. Why would you want someone to spend 30-45 minutes on you and then just get up and leave! Okay that's enough from me. I still looooove my job!

[♥MiCHiE♥]

As a nailtech, I hate for women to come in and ask what's popular among OTHER women.

[debsjc]

Quote:

Originally Posted by onnachan

Here's a pet peeves of mine
1. At my counter there's a comitment to purchase of $40 for a makeup application. I HATE when customers come, have they're makeup done for a wedding, grad, etc. and then bring it all back for a refund the next day. We have to throw the product in the garbage! What a waste of make-up and what a waste of the MA's time that went into doing the customers makeup!

I've been thinking about how MAC could prevent this. Would a policy such as this work -

When someone purchases items to cover a $40 make-up application, and till receipt is endorsed by MAC with an official stamp to show this.
When items are returned they can not be refunded if they were purchased in connection with a make-over, they can only be exchanged.
Obviously this means anyone returning items would need their till receipt, but that seems fair to me.

It still wastes the items they are returning, but may help prevent people taking advantage of the returns policy, just to get a free make-up appliaction.

[SMMY]

Quote:

Originally Posted by debsjc

I've been thinking about how MAC could prevent this. Would a policy such as this work -

When someone purchases items to cover a $40 make-up application, and till receipt is endorsed by MAC with an official stamp to show this.
When items are returned they can not be refunded if they were purchased in connection with a make-over, they can only be exchanged.
Obviously this means anyone returning items would need their till receipt, but that seems fair to me.

It still wastes the items they are returning, but may help prevent people taking advantage of the returns policy, just to get a free make-up appliaction.

This is a great idea and fair to everyone. It prevents people from abusing the system and still makes sure that the customer gets a great deal, essentially a free makeover with the purchase of products.

[MACtastic]

Oooh you know my biggest pet peeve? I had the worst client a couple weeks ago. I was lining her eyes, and she was watching me in the mirror, and she was all 'I don't want it like that." Then she grabbed the pencil from me and did it herself. Then, when I was putting blush on her, she grabbed the brush and literally painted on heavy stripes of pink! Ok, why on earth would you have a makeover if you insist on doing it yourself??? Its one thing to say something like, "The color is a bit too heavy for my taste, do you mind toning it down a bit"? But to rudely grab the brush/pencil like that??? GRRR. On the other hand, I do have fabulous clients who are so much fun and so easy to work with. Its just a select few who are idiots haha :P

[geeko]

what a weird customer...if she wants to do the makeover herself, why bother doing makeover at all...strange person.

[Nyla2120]

Quote:

Originally Posted by onnachan

1. At my counter there's a comitment to purchase of $40 for a makeup application. I HATE when customers come, have they're makeup done for a wedding, grad, etc. and then bring it all back for a refund the next day. We have to throw the product in the garbage! What a waste of make-up and what a waste of the MA's time that went into doing the customers makeup!

I can't believe people actually do this. I have to give you credit for not smacking the crap out of them!

[Nyla2120]

Quote:

Originally Posted by debsjc

I've been thinking about how MAC could prevent this. Would a policy such as this work -

When someone purchases items to cover a $40 make-up application, and till receipt is endorsed by MAC with an official stamp to show this.
When items are returned they can not be refunded if they were purchased in connection with a make-over, they can only be exchanged.
Obviously this means anyone returning items would need their till receipt, but that seems fair to me.

It still wastes the items they are returning, but may help prevent people taking advantage of the returns policy, just to get a free make-up appliaction.

I totally agree with this & hope that one day MAC makes this their policy. I hate people who are only out to get something for free at other people's expense.

[Ella_]

I ONLY ever exchange a product if Im allergic. If I buy something and dont like the way it looks I give it to mum or my sister.

And I only ever ask for colour suggestions if I want 5 or 6 things, and only have enough cash for one or two. I pick one colour and ask the MA which shade they feel would be the most versatile with what I have picked out.

But then again, I used to be a hairdresser and Im used to asshole customers, so I make it my duty never to be an asshole customer.

[wildesigns]

Quote:

Originally Posted by SMMY

Okay, not to press it, but the tone in this post is sounding an awful lot like some of the same heinous, insulting posts about "MAs who don't know anything" type threads. I'm sure sometimes we customers do drive some of you up the wall with our lack of knowledge. This is precisely why we are coming to you in the first place. I don't come into a store/salon expecting the MA/stylist to just fix me up without me giving her any input, but I do expect some help and advice after giving my input. If you artists weren't so darn knowledgeable after all, I'd be down at the drugstore buying myself some blue eye shadow and orange lipstick for gosh sakes.

So while I understand the need to vent, can we please not lump all of us clueless customers as evil personified? Most of us come in asking a lot of questions, because we truly are unsure about a product or a look we wish to achieve and we really value your input and rely on your experience.

I hear what you're saying but my post was referring to the ppl that just plop down in the chair and "don't know" is their response to any question/attempt to figure out what they may be looking. My point was...there is no input from the kind of ppl I'm talking about....they expect you to read their mind.

[Nyla2120]

I am a server in a restaurant so I know all too well how many rude, know it all, bad attitude, wackos there are out there. Anyway, I went to my local MAC counter the day after Christmas last year & they were understandilby slammed! There were probably 3-4 MA working & a ton of customers, so they were all trying to multitask & help a few people at a time to make sure everyone got served. One of the MA came over to help me & right as I was about to tell her what I wanted this nasty lady comes over & practically gets in my face saying "Excuse me! But SHE was helping ME first!" then she turns to the MA & says "If you walk away from me one more time I'm leaving!" I turned to the MA & said "Go ahead, help this lady before her big head pops off." The nasty witch had nothing to say to that & the MA had to stiffle a laugh. She's one of my favoite MA there & I was glad I could give her a laugh when she was having such a hard day. The lady should have known better, if she needed such personal undivided attention then she should know that the day after Christmas was NOT going to be the time to get it.

[csuthetaphi]

I have never been a MA, but I worked in the restaraunt industry for about 6 years. Let me tell you, I have seen some very INTERESTING people. I don't even want to get into the rude, impolite things people will say either to get a free meal, or just to be rude.

I think there are way more nice people out there than impolite ones. However, it seems that you could have dozens of polite, cordial customers, but it only takes one rude customer to completely ruin your whole day.

[ledonatella]

Hey, I completely understand people who truely need guidance, that's why I said in my initial post that I did not mean those who just truely did not know what to do. That's why we are there and that's what I love about my job, is helping people to feel/look better. Also at my salon, I have no sales goals at all so I have no reason to push people to buy something, if they do fine, if they don't whatever. That's one of my selling points about having me give you a lesson or whatever versus some of local counters because I have nothing at stake so I'll be totally honest. My whole purpose for being there is to teach and show people new colors, etc. And that being said, 99% of customers are wonderful and fun, but there are those few who drive me up a wall.

But back to the fun stories.....I had a bride who I did absolutely gorgeous, she wanted a pinky lilacy look for a spring wedding. And her bridesmaid kept getting in her face and saying it was ugly, blah blah blah. And the bride would be like, "Well, I like it." and the bridesmaid was like "No, change it. I live in L.A. and that is not how people do their makeup." She kept saying how in L.A. everything is different and she's an actress and makeup isn't done there how it's done here, and being really hotty totty. Finally I get done with the bride and it's the b-maids turn and she looks at me and goes, "I want false lashes and a heavy smokey eye, do you know what a smokey eye is? (I wanted to bitchslap her just for that comment!) And I want red lips and you have 5 minutes to do it. In L.A. they can do it in 5 minutes." And I go, "How long have you lived in L.A.?" and she's like, "2 months." And where did you live before that? "Ohio."

[geeko]

omg...she's a b1tch...man. The bride isn't even demanding at all..what right has she to be so demanding man...oh gosh...talking about it. Another girl from another beauty forum which i frequent posted this following story up:

Today i went shopping with my SO at Bugis junction.
I wanted to sharpen my Shu eye brow pencil but there was no MA around so we just walk around first waiting for someone to return.

I was browsing their new filigree collections and saw another couple waiting for the MA too, let's name them bf and gf.

As I wanted to check out some revlon stuff, i wandered off.. but came back around 5-10 mins later.

When i was back, the couple asked me if i waited very long and i said no, and maybe the MA went to the toilet. He just gave me a shrug and as i do not wish to interfere i walked away.

Around 5 mins later i saw a SHU MA and was real happy but when i walked over guess what i saw.. the guy was like practically raising his voice saying that he want to lodge an official complaint to estee lauder as he waited more than half an hour and no one served his gf. He was talking to the manager or supervisor of seiyu and pointed to me saying that i can vouched that he waited very long.

I was shocked as hey come on la we are all humans and humans need to go to toilet also and if its a big business of course it takes time. I told the supervisor that we did not waited very long and i understand that if the MA needs to go toilet its human nature. definitely not half an hour.

In my heart i was thinking what was the guy trying to prove? that he is good at complaining or he does not like his dear gf to wait for a while.

He can scream all he want cause to me that's not very gentleman of him but what the heck i just approach the MA and wait for my pencil to be sharpened.

Here comes the best part. The gf took out her handphone and wanted to take a pic of the MA. She told the MA that she don't have to show her that kind of face. I mean if i am the MA haha my face confirm black cause i go toilet only i come back and someone wants to complain me. I was like omg wtf is wrong with this people. Did she even consider her actions. I really pity the MA. Even if she went for a smoke break, her dinner break or her toilet break she really do not deserve this. From what i heard today is her first day at the counter somemore.

It was bad the bf was like this but what the gf did I got nothing to say. She took down the MA's name already but why did she need to take a pic of her.

Most important is by doing this, what does she gain? does she really want the MA to get sacked cause of this issue? I really got nothing to say but just feel sad that yes this is a side of us ugly singaporeans.

yeah...this was what i read...there are really very unreasonable people around

[ms.marymac]

OMG! Why in the world do they need a picture? I've seen people get pics of themselves with MAs, or of their makeover and all, but this is just strange...like a mugshot or something!

I have seen people freak out when there's nobody at the counter. If a MA goes to the restroom by the time she/he comes back, the people at the next counter has stories of people foaming at the mouth b/c nobody was there. Never mind they were told what the situation was. Would they rather the MA pee or poop their pants so they can get their one lipgloss RIGHT THEN? Lord help a pregnant MA with folks like that!

[Deirdre]

I think too many people (as in customer people), forget that people who work in stores are actually human beings. I see many examples of impatient customers who have a dehumanized view of those who must serve us. It's disgusting, and shameful.

When I notice a salesperson is having a bad day, I always ask how they are doing, and let them know how much I appreciate their professionalism. They remember me, and I have a good relationship with them ever after. I used to work in the service industry, and remember how much I appreciated people who acted with respect.

[maxcat]

I can take vague, I can take cheap.
I can take a gal thinking pink and going for brown. Or red and going for cyber.
I can take pretty much everything except lunatics who start laying into me for no reason other than they've had a bad day, have a crap self image and want someone to take it out on.
You would not believe what people think it's acceptable to do you an MA.
Once I even got slapped.

I think a lot of specktraettes would be stunned as to how much general abuse MA's get... and it happens to me at least once a week. But then I get an absolute doll for a customer - and it all makes up for it.

[lah_knee]

no no i completely disagee macnatic...

ITS WHAT PEOPLE ARE COMFORTABLE WEARING. even if it looks like crap on their skin, if they like it, they should buy it. our trainers and managers have told us time and time again that we are there to ASSIST not to INSIST. what i think might look good on someone, they might think is hideous and wont buy it. that goes back to the whole thing we artists are pointing out about the customers. tell us what you dont like. tell us what colors you already have and which types of colors you want to try out. the most common question i get asked is "what colors are gonna compliment or make my green/blue/brown eyes stand out?" we are trained to answer such questions, but if they dont like those colors or arent comfortable wearing anything like that im not gonna INSIST they try it or buy it. im just gonna move along and show them other colors.

were not saying customers burden us. were venting just like all of you vent about our customer service. we dont encounter one type of customer every day. we have soooo many different types and we are actually trained in our basic training on how to deal with different types of customers... and believe me, where you live, what age group you're in, and who you shop with ALL have a lot to do with how you will behave when shopping and we have to take that into account

we get a lot of boyfriends and husbands that are like right in our face about what their girl can or cant wear (ANNOYING) and we get a lot of moms and their crazy kids who run around and touch everything while the mom is too busy to care, and we get what we like to call the "frienemies" (friend AND enemy) who come with their friend and tell them what they should and shouldnt buy and if they should listen to us or not lol these things can all make the whole experience difficult. we just want people to understand that we are people too

[aeni]

I can't believe MAC has a no refunds policy. When I worked retail, I got a lot of shit from people who would bring their makeup back either b/c they didn't like it or they just wanted their money back. I got a lot of crap from customers for the policy, but it was just a health issue that we didn't want to get sued for in the end. The only exception of course was through the manager and if the makeup wasn't opened or in the condition it left in (imprints, etc). No cremes b/c people can take a hairdryer to any creme and make it smooth and pretty again.

[ms.marymac]

Quote:

Originally Posted by maxcat

I can take vague, I can take cheap.
I can take a gal thinking pink and going for brown. Or red and going for cyber.
I can take pretty much everything except lunatics who start laying into me for no reason other than they've had a bad day, have a crap self image and want someone to take it out on.
You would not believe what people think it's acceptable to do you an MA.
Once I even got slapped.

I think a lot of specktraettes would be stunned as to how much general abuse MA's get... and it happens to me at least once a week. But then I get an absolute doll for a customer - and it all makes up for it.

WTH is wrong with some people! People like this need to be on a leash! I hope the woman who slapped you is banned from the counter...what a nutcase! It's just makeup! *end rant*

LOL @ frienemies & the bully husbands...oh, man. I just ignore them and ask the customer what THEY want. It's bad when they look helpless at the bully, though. You just want to say, "Just tell him/her to STHU!"

[SMMY]

Quote:

Originally Posted by maxcat

I can take vague, I can take cheap.
I can take a gal thinking pink and going for brown. Or red and going for cyber.
I can take pretty much everything except lunatics who start laying into me for no reason other than they've had a bad day, have a crap self image and want someone to take it out on.
You would not believe what people think it's acceptable to do you an MA.
Once I even got slapped.

I think a lot of specktraettes would be stunned as to how much general abuse MA's get... and it happens to me at least once a week. But then I get an absolute doll for a customer - and it all makes up for it.

Actually in situation like that, assault charges would be in order. Seriously, someone ever gets physical with you (slap, push or in any way touch you in an aggressive manner) that's when you should call the police or at the very least, the store security to deal with them. When I worked in retail many years ago, we had something similar to this happen once and the police were called immediately and a restraining order filed against this customer who was (past tense) a regular customer. No one should ever, ever have to put up with that. So sorry to hear that this happened to you.

[maxcat]

[quote=ms.marymac] WTH is wrong with some people! People like this need to be on a leash! I hope the woman who slapped you is banned from the counter...what a nutcase! It's just makeup! *end rant*[quote]

You should have seen her face when security frogmarched her out the front door... yep, she's banned alright... she's an extreme example, but yeah. We're dealing with people's self image and psychological issues. It's like road rage.

As for returns, I wish MAC would put limits on it. I think a month is more than long enough to figure out if the product works for you or not. A lot of people have just started flat out abusing it - had a customer return 700 dollars worth that she bought for her wedding, used it once, brought allll back (including all the brushes) four months later because she needed the money.

[eponine]

Quote:

Originally Posted by professionaltart

I freaking hate that like, "Im looking for a red" Im like okay what kind of red? "Like a bright red." Like RUby Woo? Russian Red?

NO like Cyber. Hi...Cyber isnt red.

hehe, i totally had a customer like that once... she was like, "i normally wear bombshell and want a pink a little lighter than that one."
she left with morange.

[calbear]

I think my worse had to be when a young woman came in and needed a return but had no receipt. I advised her very nicely that we could not return or even exchange it without a receipt (and maybe if she could find it at home) but before I could finish trying to help the girl, her boyfriend decided to loose his mind and start calling me all kinds of b*tches and c*nts in the middle of my store. After my manager came over said sorry no return and walked off, the two walked out of the store and he stood in front threatening me and telling me to come outside so he could kick my a$$. Now as I am from a small town called *I don't take sh*t from nobody* it took all I had not to take off my MAC pin and join him outside and show him how much of a B I coulda been - but no I just smiled.