internetchick
Well-known member
This was the email I got yesterday:
Quote: Dear Leticia:
Your email was forwarded to me, and I wish to extend my sincere apologies for your experience at MAC Cosmetics Online during the launch of the RiRi Hearts MAC Collection. Please be assured it is never our intention to cause disappointment or inconvenience. I am very sorry that on this occasion you did not experience the high standard of service we are known for. Thank you for allowing me to address your concerns.
I appreciate the opportunity to explain that while extensive measures were put into place to handle the large demand for this collection, some customers did experience performance issues during the first few hours of the launch. These issues were resolved as quickly as possible and we appreciate your understanding and patience.
The limited edition Bronze and Blush Duo and Lustre Drops did sell out in 3-4 hours, and we regret that we were unable to accommodate all customers who wished to purchase these items.
I understand you were unable to place an order for the items in the RiRi Hearts Mac Collection and I sincerely apologize for this inconvenience. I am pleased to inform you that the 3 RiRi Hearts MAC Lipsticks are currently available for sale on our site and will be available for shipment in mid-to-late July. If you are interested in purchasing these items, I encourage you to place your order as soon as possible because quantities are limited.
If you are still interested in the Bronze and Blush Duo or Lustre Drops, we may be able to assist. We are currently determining if additional quantities of these items will be available due to order cancellations. If you would kindly reply back with your interest in being notified if additional quantities become available, and which item(s) you were interested in, I will personally ensure you are contacted should they become available. Kindly respond back with a convenient phone number where you may be reached.
I deeply regret that your experiences with us have given you a negative perception of our services, and I hope that my sincere efforts to respond to the concerns you have outlined will emphasize our good intentions and give you the confidence to shop with us again.
Beth Carr
Manager
Customer Service
MAC Cosmetics Online
It kind of annoys me that they are addressing me not being able to place an order, when my issue was my order being cancelled even though it was placed post launch.
Quote: Dear Leticia:
Your email was forwarded to me, and I wish to extend my sincere apologies for your experience at MAC Cosmetics Online during the launch of the RiRi Hearts MAC Collection. Please be assured it is never our intention to cause disappointment or inconvenience. I am very sorry that on this occasion you did not experience the high standard of service we are known for. Thank you for allowing me to address your concerns.
I appreciate the opportunity to explain that while extensive measures were put into place to handle the large demand for this collection, some customers did experience performance issues during the first few hours of the launch. These issues were resolved as quickly as possible and we appreciate your understanding and patience.
The limited edition Bronze and Blush Duo and Lustre Drops did sell out in 3-4 hours, and we regret that we were unable to accommodate all customers who wished to purchase these items.
I understand you were unable to place an order for the items in the RiRi Hearts Mac Collection and I sincerely apologize for this inconvenience. I am pleased to inform you that the 3 RiRi Hearts MAC Lipsticks are currently available for sale on our site and will be available for shipment in mid-to-late July. If you are interested in purchasing these items, I encourage you to place your order as soon as possible because quantities are limited.
If you are still interested in the Bronze and Blush Duo or Lustre Drops, we may be able to assist. We are currently determining if additional quantities of these items will be available due to order cancellations. If you would kindly reply back with your interest in being notified if additional quantities become available, and which item(s) you were interested in, I will personally ensure you are contacted should they become available. Kindly respond back with a convenient phone number where you may be reached.
I deeply regret that your experiences with us have given you a negative perception of our services, and I hope that my sincere efforts to respond to the concerns you have outlined will emphasize our good intentions and give you the confidence to shop with us again.
Beth Carr
Manager
Customer Service
MAC Cosmetics Online
It kind of annoys me that they are addressing me not being able to place an order, when my issue was my order being cancelled even though it was placed post launch.
