About to get snatty with MAC Online

glittergoddess27 · 10-25-2006, 10:44 PM #1 (**permalink**)

Okay I went to New Orleans and thought I was going to trot down to Saks and buy my holiday stuff,.. well Saks being the snot bags that they are,.. were closed,.. apparently not having reopened yet after attempting to pull out of Canal Place Shoppes. So I went to my lovely hotel business office and got online and ordered Warm Eyes and Peach lips. I just got my order yesterday and my peach lips was missing whatever the limited color was,.. It has Ramblin Rose, and the gloss. When I called they acted like they weren't going to replace the missing item or do anything about it. They then told me since it was the holiday collection that they would have a manager call me in 24 hours. Well that has NOT happened so I sent them an e-mail online,.. giving them 1 more chance,.. I don't even care if they want me to take the incomplete set into my freestanding and trade it,. I just want what I paid for. If they don't right this,.. I may jump ship. I don't support a brand that sends incomplete stuff and then gives you shit about it and won't fix it and the "manager" never calls you back. Especially since I have never had any problems with any other orders from online before. I just sent my e-mail so we shall see what happens. Ya know it wouldnt be that hard for me to switch completely to Ben Nye and other lines,.. and would probably save me a LOT of money. Anyway we shall see,... any of you other girls had similar problems with your holiday lips sets????

BlahWah · 10-25-2006, 10:52 PM #2 (**permalink**)

That so sucks! I haven't ordered anything online before so I can't empathize, but I'd be just as pissed off as you are! I hope they resolve it, and find some way to resolve the awful customer service you've been getting!

loveinexcess · 10-25-2006, 11:34 PM #3 (**permalink**)

Wow that sucks!

I got two of the lip sets online and mine were complete.

I hope you get this resolved!

girlstar · 10-25-2006, 11:37 PM #4 (**permalink**)

When I was at my counter to buy the Holiday sets, the MA opened everything up that I was buying to check that everything was there, because she told me that some of the sets that had come in, had been missing pieces. :confused:

glittergoddess27 · 10-26-2006, 11:38 AM #5 (**permalink**)

Okay so apparently it was just the 1-800 line that was dropping the ball,..the manager never did call me back,... I e-mailed MAC online late last night. I just got an e-mail back from "Heather W" that was very nice and truly helpful, giving me the option to have it refunded or replaced. Of course I love MAC so I chose to replace. They are sending a replacement 2nd day air, which is more than I would have asked. So they did make it right with me and once again showed the true MAC awesome customer service. But I think I still prefer to go to my freestanding. I like to touch and choose. But hats off to MAC customer service.

lsperry · 10-26-2006, 12:55 PM #6 (**permalink**)

99% of my purchases from MAC have been from MAC online because I don't have a store in my town. But about a month ago, they failed to include the 217 brush in my order. I called and the CS rep asked whose initials were on the order form -- told her they were scribbles but could I fax it to her. She said yes and could I include a street address w/the fax. Got my brush 2 days later. I was amazed. I was not questioned about how or why my brush was missing -- the phone call was all of 1 minute.

Sometimes, it's a training-issue with any CS dept and I would have been perturbed and unforgiving if I had been given that treatment....And what's up w/the 24-hour thing??!! That sucks; your issue should have been resolved with one phone call!!

glittergoddess27 · 10-26-2006, 01:52 PM #7 (**permalink**)

Yeah I think if I have any other problems with online service I will just use the e-mail system... every now and then I do order online. And I just got back a confirmation that they will ship a replacement today.

ms.marymac · 10-26-2006, 02:10 PM #8 (**permalink**)

I just read online that the NOLA Saks had major fire damage during the aftermath of Hurricane Katrina. Isn't it kind of mean to call them snotbags? :confused:

glittergoddess27 · 10-26-2006, 05:05 PM #9 (**permalink**)

Ms. marymac, they are a business conglomerate so I am not sure that my opinion is really "mean" in the essence that they don't have feelings to be hurt,...Why I called them snotbags,.. well,... Saks is a snooty store,.. every one I have been in the sales associates act snooty, even though they are SALES associates. The inside of the store from the windows both inside the place and out looked as though it is redone already and there are huge signs up that they are re-vamping for some kind of frilly event,.. Talked to a person who is the concierege at the Canal Place Shoppes and a few other local residents about it,.. apparently Saks was and still is trying to break their lease in a motion as far as they knew unrelated to fire damage. When Brooks Brothers and about every other store in that place is booming you would think Saks of all people would suck it up,.. live up to their contract and at least get everything back up and running in the meantime. Plus I emailed Saks online and they were supposed to be open for business. So I think that is a little bit shady. So many other business that obviously dont have the resources that Saks does are getting back on their feet and bringing in the revenue and helping the economy,.. I think Saks should at least honor their lease. A lot of the people in that area are a little peeved about it,.. I would have to agree with them. Its just my opinion,.. and everybodys got them.

ms.marymac · 10-26-2006, 06:21 PM #10 (**permalink**)

Oh, I am not one to stand up for corporate giants like that. Your post just came across like your makeup shopping was inconvenienced by the effects of a natural disaster. Now that you have expanded on the situation it makes sense. It's all good.