Bad Customers!

[ms.marymac]

Maybe they should add psychiatric/self defense classes to Basic.

[i_bleed_life]

Quote:

Originally Posted by onnachan

Ok. I've been reading lots about poor service people have had MAC. I'm a MAC MA and I am happy to help people and I have a lot of fun hanging out and helping people understand makeup/colour theory/applicaion and I know customers have a lot of fun shopping with me. (Customers write in to head office all the time and say that they've have a great experience with me/with my co-workers/at my counter).
For the record, MAC MA's have to put up with a LOT of crap from customers. It's retail, it's part of the job. Sometimes you feel like there's a sign up in front that says "Crazy People, Come On In!!" I just wanted to start a thread so MA's can have a place to vent, too.
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!

That's a huge pet peeve of mine too, so now we write "makeup application exchange only" on the reciept, so at least we still get to keep our $40.00

[sexypuma]

so now i am confused about mac return policy. do they trash everything, even the products that you returned and you never used?

[onnachan]

Quote:

Originally Posted by sexypuma

so now i am confused about mac return policy. do they trash everything, even the products that you returned and you never used?

YES! WE THROW IT ALL INTO THE MAKEUP GRAVEYARD! We can't resell anything a customer returns to us, even if it obviously hasn't been used. The only time I've ever seen an item put back on the shelf is when a cutomer buys something and then returns it and hasn't physically left the store (This happens people!)... seriously like 30secs after they buy... "actually, I've changed my mind..can I exchange it/return it"

[onnachan]

Quote:

Originally Posted by i_bleed_life

That's a huge pet peeve of mine too, so now we write "makeup application exchange only" on the reciept, so at least we still get to keep our $40.00

We totally aren't allowed to do this. If youre a MAC MA and have a PKM in the IMAC service section it says that we are to graciously accept a returned item for any or no reason... in accordance with the store's return policy, of course. So basically all these "bad customers" know this and take advantage.

[giz2000]

Quote:

Originally Posted by lara

Just remember the mantra: "It's a make-up brush, not a magic wand."

I need to remember this one!!!

[giz2000]

Quote:

Originally Posted by onnachan

YES! WE THROW IT ALL INTO THE MAKEUP GRAVEYARD! We can't resell anything a customer returns to us, even if it obviously hasn't been used. The only time I've ever seen an item put back on the shelf is when a cutomer buys something and then returns it and hasn't physically left the store (This happens people!)... seriously like 30secs after they buy... "actually, I've changed my mind..can I exchange it/return it"

At the Nordstrom I worked at, we weren't allowed to do that either...if it was purchased and returned, even if it was 1 minute later....into the return bin it went...:confused:

[Kim.]

Quote:

Originally Posted by sexypuma

so now i am confused about mac return policy. do they trash everything, even the products that you returned and you never used?

Since they have testers I thought they could use them for that after they sanitized or did whatever to the returned product.

The other day I went into the Bay to take a look at the MAC counter and I went there and didn't really see what I was looking for and I was just looking at all the stuff so overwhelmed and then there was this lady and her friend or mom (I'm not sure) who was getting her makeup done and the lady not doing anything was freaking out because the mall was testing the fire bells or something and they kept going on and off (it was pretty loud). The MUA who was doing the ladies makeup had to stop and try and calm the other lady down and they were asking her if she wanted a coffee and to make small talk with her but this lady would not shut up she just kept freaking out over how loud the bells were. I walked away and went to look at other stuff but I felt so bad for the MUA because she was trying and the lady was being ridiculous.

[onnachan]

Quote:

Originally Posted by Kim.

Since they have testers I thought they could use them for that after they sanitized or did whatever to the returned product.

Nope. Just incase the product has been tampered with - according to the MAC PKM.

[devin]

girl that's when i would have had to have made a call to my people to come on and handle my lightweight! you know if he acted a fool like that with you over something that small, he talks to his girlfriend like that and beats her a**! People are a real trip. I had a husband try to get with me last night, but I quickly put him in check. I don't know what made him think that his wife was soooo much more important that she had to skip ahead of everybody else. I make it a habit to address everybody and make sure that no one gets ignored, b/c i know how much I would hate it for someone to do me like that, and I have been done like that. But we have an extremely busy counter, and sometimes people can just get really impatient.

Quote:

Originally Posted by 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.

[professionaltart]

Quote:

Originally Posted by onnachan

We totally aren't allowed to do this. If youre a MAC MA and have a PKM in the IMAC service section it says that we are to graciously accept a returned item for any or no reason... in accordance with the store's return policy, of course. So basically all these "bad customers" know this and take advantage.

yeah but i think our counter manager got the OK from our trainer cause we do this too

[onnachan]

Quote:

Originally Posted by professionaltart

yeah but i think our counter manager got the OK from our trainer cause we do this too

random... do you work for a freestanding or a department counter? i'm curious b/c i've worked at both and the policy was the same. maybe my mro/trainers are too sweet.. b/c i've def. dreamt of the day when i could tell a customer "sorry, i can't." when it came to a scam return. i must say im pretty jealous

[ledonatella]

Quote:

Originally Posted by lara

Just remember the mantra: "It's a make-up brush, not a magic wand."

I think I'll get that engraved on a plaque above my station..ha ha! It's genius

[geeko]

Quote:

Originally Posted by giz2000

At the Nordstrom I worked at, we weren't allowed to do that either...if it was purchased and returned, even if it was 1 minute later....into the return bin it went...:confused:

I remembered that was one time i bought swimming e/s....the ma just put the e/s in the bag...stupid me never checked the e/s and i walked off...

5 mins later when i was walking towards the train station and i took out the e/s to see...i noticed that she gave me the wrong colour...i went back immediately to get my swimmin e/s back.

u mean that they ACTUALLY THROW away the e/s they wrongly gave me?? even though i never opened the box at all...let alone test it..
If that is the case...THAT's a big waste man...geesh..

Next time have to check properly before i leave the counter.

[IcePrincess2250]

Hah, that's happend to me too, but with colours so close that it was understandable. For example gorgeous gold and goldmine. When I discovered it was the wrong shadow, I tried it anyways and of course it looked awesome. I usually end up keeping most things and then pulling them out a few months later with an "oh yeeeeeeah, I forgot about this one"....

[asnbrb]

Quote:

Originally Posted by 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.

Honestly, when I worked in retail or the service industry, those were my FAVORITE people!! That's when you look at them and say: "Go ahead. Kick my ass and prove what a MAN you are. It still isn't going to get you what you want." (BTW: I'm 5'1" and 105 lbs)

I've done this, then watched my coworkers behind him totally crack up laughing. The guy couldn't figure out if he wanted to save face or slink out in shame.

[NFTP]

If you work in retail, your job depends on customer satisfaction. Repeat customers, and word of mouth is what is keeping your bills paid. Sometimes, rude/difficult/crazy customers can be a nightmare.

I used to work in customer service and as a cashier at a store and people would treat the sales associates like they were lower than them. I used to process product returns and so many people would try to return things that werent even from the store, without a receipt, or tags. Sometimes, people were understanding, other times people would get irate even if it was their fault for not reading the return policy thats on the back of their receipt. It was extremely frustrating at times.

Currently, I work as a sales associate at an apparel and shoe store. I do have a sales goal, but I dont make any commission at all. I try the best that I can to make my sales goal, and to help as many people as I can.
When I have a rude customer, or a bad day, I just try to remember that the reason I do this job, is because I like to interact with people, and I love hearing their great comments when I help them find a shoe that fits their needs, or an outfit that matches.

I heard somewhere ( I cant remember if I read it, or was told from a friend) you can determine whether or not someone is truly a kind hearted person from the way they treat the people that are serving them at restaurants, stores, etc. I agree with this idea.

[caffn8me]

Quote:

Originally Posted by macnatic

u mean that they ACTUALLY THROW away the e/s they wrongly gave me?? even though i never opened the box at all...let alone test it..
If that is the case...THAT's a big waste man...geesh..

Yes, they don't put it back into stock. I've been given the wrong shades several times and even though I checked the bag inside the store and got them replaced they still didn't take my returns back into stock.

[Juneplum]

Quote:

Originally Posted by maxcat

Once I even got slapped.

ummm.... what???? dude.. i woulda drop kicked that bitch to the floor! jigga what??????????? oh HELLLLLLLLLLLLLLLLLLLLLLLL no :bigpimp:

[maxcat]

Wasn't hard... she kind of missed. Then she stormed off. Which is too bad b/c yeah, I would have rolled her...

[lara]

Maybe you suddenly got my stock of insane Bridezillas.

No one has laid a hand on me yet, but I've had my brushes broken. That was, uh, interesting.

[onnachan]

God... I would love to see your Bridezilla's and my Gradzilla's face it off. Seriously, I've had my share of "challanging" brides, but nothing could compare to the endless stream of crazy grad girls last spring/summer.
Soooo many swweeeeet stories from that lot.

[joyousdays]

I am wondering, the never used return also will be throw away? and how to judge?

[lara]

I'm gearing up for formal/graduation season soon. It's a month of teenage hormones and drama overload - last year I ended up carrying another bag filled with tissues, tampons, panty liners, hair pins, hair elastics, and clear nail polish for runs in stockings. Always prepared!

[Ella_]

Quote:

Originally Posted by lara

I'm gearing up for formal/graduation season soon. It's a month of teenage hormones and drama overload - last year I ended up carrying another bag filled with tissues, tampons, panty liners, hair pins, hair elastics, and clear nail polish for runs in stockings. Always prepared!

Ohh I feel for you.
I remember doing the makeup for my sister and her friends at their formal. They were all such trolls, I refused to do any of their makeup untill they apologised for their behavior and got me a coffee
But this was at my place so I could get away with that.