MAC Customer Service question

[csuthetaphi]

About 2 weeks ago, I had a pretty bad customer service experience at a local MAC counter. Normally, I never get too upset about getting bad service anywhere, but because I spend so much money on MAC, and I frequent this counter, I decided to write to their customer service site. I sent a very professional, respectful, and detailed email the night of the incident, which was a little over 2 weeks ago. I received an automated response back saying they got my email, but I have not heard anything else otherwise. So my question is...does MAC make it a habit to ignore customer service issues, or do they just take a while to get back to you? I was thinking maybe I should have just talked to the store manager instead (it was at the Dillard's MAC counter).

Thanks in advance for any advice and suggestions!!

 

[giz2000]

If you complain to the store manager, it will get to MAC...and to the counter manager, MAs and the MAC regional manager as well...

 

[stuntpilot]

It sometimes take them a while.. and sometimes they'll send a LETTER to your house, which will take like 3 weeks.

 

[csuthetaphi]

Thanks a lot for the help, I am nervous 'cause its been 3 weeks already and nothing. I will hopefully hear from them soon and let you know how it turns out!

 

[csuthetaphi]

I must have spoke too soon!!!

I got a letter in the mail from MAC today with a very nice response and they sent me three things: a lipglass, a lip conditioner, and an eyeliner (none of which I already had).

Kudos to MAC!!! They still have my loyalty!!!!

 

[as_cute_as_pie]

aw thats so nice

go mac

 

[pinkiestarlet]

That's so sweet of them!

 

[fishchick72]

wow, my last experience was quite horrid, perhaps I should say something..........

 

[kannan]

They don't always send things and sometimes they never respond.

 

[Masucci]

Any problem I've ever had with MAC, from Customer service to MAC products I wasn't happy with - they've always been more than helpful! Sometimes it takes a bit - they stay swamped, I'm sure - but I have no complaints. :thumbsup

 

[Sanne]

Quote:

Originally Posted by csuthetaphi I must have spoke too soon!!! I got a letter in the mail from MAC today with a very nice response and they sent me three things: a lipglass, a lip conditioner, and an eyeliner (none of which I already had). Kudos to MAC!!! They still have my loyalty!!!!

that's sooo cool!!

I love it when company's sent freebees to make up for something! I only got a bakingpack from a company because the chocolate coating exploded in my microwave....getting makeup is much cooler!!

 

[pinkfeet]

Yep I complained too about my local counter, the free stuff is great however, I really wish they would actually DO something about the staff - its still going on - the rudness, bad c/s etc.

 

[AriannaErin]

It does take a while to respond. I had horrid service at a counter once, just from one girl with a lot of attitude, and because i usually have amazing service I wrote an email just saying how out of the norm it was and how I usually love the company, but that one particular girl made me want to never go to that counter again.

They sent me back a letter (I'm in Canada) and it was quite a few weeks later. But before that I got a regulatory type email apologizing and asking for my address to send a complimentary gift. (it was a lipglass. that I didn't have).

So it takes a while, but I find that the letter and small gift was much appreciated

(on the side note, I once asked a question about a dry shadestick I recieved and if I had to be returned to the same store I bought it, etc) and a few weeks later I had a new one in the mail. (I think that was from a store that had my in the system so they could verify that I did buy that particular shade stick

So, give them a few weeks (was the point of my massive message!). I'm assuming they get a lot of messages to go through