Re: Frustrations With MAC
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Originally Posted by jasminbarley  "Here" is the UK. Over in the US, the customer probably is king. In the UK, I don't think the general perception is that returning personal care products just because you've changed your mind is 'acceptable'. We're questioned very closely and are forced to kick up a big fuss, call the supervisor, write to the area manager, etc. before anything happens and even then, there's no guarantee that you'll walk away with a refund.
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This is just a general post in case anyone from the UK or visiting the UK wants to know the rights on refunds. This isn't a general response to jasminebarley.
From the Trading Standards Central:
When are you not entitled to anything?
- If you were told of any faults before you bought the goods.
- If the fault was obvious and it would have been reasonable to have noticed it on examination before buying.
- If you caused any damage yourself.
- If you made a mistake, e.g. you don't like the colour, it is the wrong size etc.
- If you have changed your mind about the goods, or seen them cheaper elsewhere.
The situation may be different and you may have additional rights where contracts involve:
- credit (see ‘your rights when buying on credit’);
- distance selling i.e. not involving face to face contact, for example internet sales, catalogue, telephone sales etc. (see ‘shopping at home’); or
- an unsolicited phone call or visit to your home.
In other words, if you buy online through MAC's UK website, you can return for any reason through the seven day cooling off period. This is covered by law, but the laws vary slightly depending on what country of the UK you're in.
Buying in a Shop in Scotland:
"I have just purchased something that I do not want anymore. Does the shop have to give me a refund?"
No! You are only entitled to a refund if the goods are defective, not as described or not fit for their purpose. However, the trader may be willing to give you a credit note.
Buying in a Shop in England, Wales and Northern Ireland:
"I have just purchased something that I do not want anymore. Does the shop have to give me a refund?"
If you purchased goods for cash after visiting a retailer, then no. You are only entitled to a refund if the goods are defective, not as described or not fit for their purpose. However, the trader may be willing to give you a credit note. If, however, you bought goods from a trader and the contract was concluded by means of distance communication, e.g. over the phone, internet, or from a catalogue, then different rules apply. In these circumstances you may be entitled to a cancellation period. (See our 'Distance selling' leaflet.) Also, if you bought goods with credit organised by the retailer, different rules apply. (See 'Your rights when buying on credit' leaflet).
Know your rights.
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Originally Posted by jasminbarley At grassroots level, SAs in the UK seem to have a nose for people who they think are "trying it on." It would be a rare and lucky person who'd be able to get a refund without any questions being asked.
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Not necessarily. Most major shops and brands don't have a problem with this, in my experience. If MAC are so concerned with the environment as evidenced by the B2M programme, they shouldn't have a problem with recycling returned goods, if they cannot put them back out for sale. *shrug* Sorry, just how I feel about it.
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Originally Posted by jasminbarley Whilst I appreciate the fallback of being able to return a product, for whatever reason, I also see the other side and how that could impact a business. The bigger picture is that there's bound to be some kind of knock-on effect of all this wastage. Even if we don't look at the environmental impact, there's the financial bottom line. Customer service might get you the sales but if you make refunds easy then that cuts into your profits.
Edit: Of course, I'm not asking anyone to care about any of this. You may want to stand by your consumer rights - good for you! I just think that in the long-term, such a customer service policy isn't sustainable. Something has got to give.  |
I rarely return things. If I return it at a makeup counter it's almost always because it's not worked for my sensitive skin. I think there's an argument there that could be made, i.e. if it says it's suitable for all skin types, or suitable for sensitive skin, and I still end up with a reaction, I feel I am entitled to a refund.
The product didn't work "as described" or "as purposed".
I really just don't fit in.
Or they just look at you like you are crazy b/c you are excited about a new product. Or they are looking for Goldbit. That's coming from a couple of years of experience at different counters.
