Anyone else hating MAC Online's Service?

[jenniferls]

Re: Anyone else hating MAC Online?

I've never had an issue with any of my online orders. They're always correct and I usually recieve them within four business days of placing an order (the only exception was the F&F Discount, it took a week to get my order).

 

[pinktraits]

Re: Anyone else hating MAC Online?

Wow, I've got to be really, /really/, unlucky. Grr. But it's good to see others hadn't had issues.

 

[abbyquack]

Re: Anyone else hating MAC Online?

K so I think I spoke too soon yesterday when I said I have never had probs...I just got my 1st package from F&F and it's missing an item- just a foundation pump, so not that big of a deal, I'll call them about it. But I laughed b/c I remembered this thread.

 

[Blushbaby]

Re: Anyone else hating MAC Online?

Quote:

Originally Posted by nephthys__x The UK online service has always been fantastic, never had a problem...

Same here ...I always get my orders packaged perfectly and on time.

 

[entyce08]

Re: Anyone else hating MAC Online?

Quote:

Originally Posted by pinktraits Wow, I've got to be really, /really/, unlucky. Grr. But it's good to see others hadn't had issues.

i just told this story in another thread but it seems better placed here!

Your not alone!!!

I've had some major issues with that last 2 orders i've placed on MAC.com......and both times nothing was resolved!

It's really pissing me off because i placed an order 2 weeks before X-mas that was mystriously cancelled, and i never recieved any kind of notice.....so basically on christmas morning i looked like an jackass because i didn't have any presents for my mom or 3 sisters!!

the second order i placed on Christmas day i placed another order and just let them pick the stuff they wanted because by the original sets i had ordered were sold out by then.....well when i recieved the package they forgot half my stuff!! The worst part is when they said that they coudn't upgrade my shipping so i have to wait 7-10 business days!!

I was offered no type of compensation/consolation in either case.....not that i'm looking for handouts and free shit, but damn!! They messed up my Christmas!!! I was pissed! I'm soooooo dissapointed in my favorite brand right now ...........

 

[M.A.C. head.]

Re: Anyone else hating MAC Online?

I've only had an issue with M.A.C. online once, and that was just a few weeks ago. Two of my items were missing, and I received something I didn't order. I called and spoke to someone right away, I was sent my items on 2nd day delivery at no cost, and I got to keep the item that I didn't order at no charge. People make mistakes, M.A.C. employees are people too LOL It's about how you handle the mistake, and M.A.C. online did a great job.

 

[sum]

Re: Anyone else hating MAC Online?

WOW. I am glad I never had to put up with this kind of crap.

So far, I had only placed 4 orders on MAC Online, and I got every single items on the list without any trouble.

 

[squeakers]

Re: Anyone else hating MAC Online?

I just got my bbr order today and I was sent Brunette msf instead of Blonde. I called them and they are sending a replacement second day air, and told me to keep the Brunette msf.

I've only had a problem once before and it was a few years ago, and I usually place an online order at least once every 6 months.

 

[Deirdre]

Re: Anyone else hating MAC Online?

I think it's better, if you live near enough, to buy MAC as much as possible at your local store or counter. It keeps a counter nearby! I worry they're trying to reduce the number of staff out in the smaller towns, because mail order is much more cost effective, in the long run.

Anyway, that's my little buy local plug. As for the poor organization on the orders, it's not just individuals who're being shorted. My local counter still hasn't received the latest collection - it's been over a week! They were told it was because of the weather conditions, and trucking, but I'm not so sure, because a town not far from mine has a freestanding, and they got all theirs. I mean, wouldn't the shipment for two adjacent communities come in on the same truck? I'm sure a shipment doesn't fill more than a few moving size boxes - if that.

As for my own online order, I did place one just before Christmas, because I was going to be away, and couldn't get to my counter. It came while I was away, less than a week after I ordered it, and all was well.

 

[coachkitten]

Re: Anyone else hating MAC Online?

I have NEVER in the whole time I have been into MAC had a problem with an online order. I am still waiting for my F&F order so hopefully that will be ok. I have never had a damaged product or something missing. I feel badly for those of you that have because I think that MAC.com is a great place to get your MAC stuff.

 

[Cinci]

Re: Anyone else hating MAC Online?

I've placed many orders with MAC online and only ever had one problem... they usually all arrive within about 5 days if i order online, or 2 days if i phone my order in (phoning it in gets it processed immediately and if you order before 11am, with 2nd day shipping, it will be sent out that afternoon)

I ordered a basic brush set just before xmas.. it arrived on Friday, December 19th.. They accidently sent me the face brush set.. MAC customer service in Canada was closed that day due to the winter storm.. So i had to wait till Monday, December 22nd to call.. So on the 22nd, I called and told her that the wrong set was sent.. The girl was super nice and said "yep, you absolutely did receive the wrong one, it says right here on your invoice that you wanted the basic brushes.." then she sent me out a basic brush set, for free, and over nighted it. It showed up at my door 10am the next morning.

MAC Canada customer service is great IMO... everytime i call they are so helpful with shades and watnot.. I've even had girls tell me when i'm ordering if they thought a product wasn't so good or if they felt i would be dissapointed in a product...

 

[pinktraits]

Re: Anyone else hating MAC Online?

Quote:

Originally Posted by M.A.C. head. I've only had an issue with M.A.C. online once, and that was just a few weeks ago. Two of my items were missing, and I received something I didn't order. I called and spoke to someone right away, I was sent my items on 2nd day delivery at no cost, and I got to keep the item that I didn't order at no charge. People make mistakes, M.A.C. employees are people too LOL It's about how you handle the mistake, and M.A.C. online did a great job.

I realize that "MAC is people", but as a company they are held to a higher standard. I can understand a few mistakes here and there, hence my continuing to buy from them, but 9 mess ups out of 10 is a little much. I also realize I seem to be the odd "man" out as it were, but a client is a client, an order an order, and they don't have the double check signature person for nothing. Even if I was the only person ever to be getting the mistakes that would still be pretty crappy service IMO, I mean, how many "human errors" should one put up with until enough is enough?
I dunno, I thought I was pretty fair and paitent, heck, my main concern was not wanting the company to think me a thief, their errors aside.

 

[abbey_08]

Re: Anyone else hating MAC Online?

iv never had anything missing, sometimes its a bit slow getting here but other than that i think the service is great

 

[photogeek]

Re: Anyone else hating MAC Online?

good timing.

​

I just finished writing a long email to MAC CS about them charging me for Stark Naked BRB:
ordered jan.23rd, they said it was OOS the 24th, CHARGED me on the 29th, told me they weren't ever getting it back in stock on jan.14th

And they charged me $10 for overnight shipping when I met their deadline for overnight shipping to get it there for the holidays:
payed for overnight very late the 22nd (so as to get it by the 24th, as per their shipping guidelines) they didn't ship it until 10pm the 26th and it didn't get to me until the 29th

overnight my butt.


so yeah, that was my first mac online purchase ever, didn't go so hot.
I know the holidays are rough for them, but they shouldn't make promises that they aren't able to keep OR charge you for things you didn't get.

I'll see how CS handles it and let you guys know, sorry it's been so rough for you pinktraits-- I can see why you're upset with them.
meg
​

 

[zipperfire]

Re: Anyone else hating MAC Online?

My orders are always fast and correct, but the distribution center is about 20 miles from here.

 

[abbyquack]

Re: Anyone else hating MAC Online?

I agree that people make mistakes when packing the shipments, especially when there's lots of volume like the F&F sale, but MAC should probably work on getting more orders right, b/c they're probably losing a lot of $$ on extra shipping.

 

[cmonster]

Re: Anyone else hating MAC Online?

my most recent order was when mac had the online 25% off everything sale. I ordered 3 things and only one of them came, due to the fact that the other two were out of stock. My other orders always came with everything they were supposed to contain.

 

[X4biddenxLustX]

Re: Anyone else hating MAC Online?

I remember a different thread on here like a week again where people were having the same problems. I guess its even more widespread than I thought.

I've only ordered MAC online twice (during the last F&F sale) and they were very small orders with only 1 or 2 items and everything got shipped out quickly and fine. But now I'm also getting worried about the upcoming hello kitty collection, the kouture one to be specific because of how expensive the items are and how fast everything will sell out online. I dont want to get screwed over. Now to think of it I might just call the Nordstroms that just opened up (its a bit far away which is why i opted to order online instead but idk now) and have them put some items on hold for me.

 

[pinktraits]

Re: Anyone else hating MAC Online?

Quote:

Originally Posted by X4biddenxLustX I remember a different thread on here like a week again where people were having the same problems. I guess its even more widespread than I thought. I've only ordered MAC online twice (during the last F&F sale) and they were very small orders with only 1 or 2 items and everything got shipped out quickly and fine. But now I'm also getting worried about the upcoming hello kitty collection, the kouture one to be specific because of how expensive the items are and how fast everything will sell out online. I dont want to get screwed over. Now to think of it I might just call the Nordstroms that just opened up (its a bit far away which is why i opted to order online instead but idk now) and have them put some items on hold for me.

You might be able to get the Nordstrom counter to ship the items to you, I know I've heard of a couple people being able to have that done.
I've never had issues with Nordstrom and always get my order fast, correct, and the CS is fabulous (as long as you deal with the regular CS, not cosmetics CS, they can be a little catty).

 

[Curly1908]

Re: Anyone else hating MAC Online?

Quote:

Originally Posted by photogeek good timing.​ I just finished writing a long email to MAC CS about them charging me for Stark Naked BRB: ordered jan.23rd, they said it was OOS the 24th, CHARGED me on the 29th, told me they weren't ever getting it back in stock on jan.14th And they charged me $10 for overnight shipping when I met their deadline for overnight shipping to get it there for the holidays: payed for overnight very late the 22nd (so as to get it by the 24th, as per their shipping guidelines) they didn't ship it until 10pm the 26th and it didn't get to me until the 29th overnight my butt.​ so yeah, that was my first mac online purchase ever, didn't go so hot. I know the holidays are rough for them, but they shouldn't make promises that they aren't able to keep OR charge you for things you didn't get.​ I'll see how CS handles it and let you guys know, sorry it's been so rough for you pinktraits-- I can see why you're upset with them. meg​

Wow! I'm sorry to hear about this. I've only shopped from MAC Online a few times, and it was only 1 or 2 items at a time so that maybe why I've never had a problem with them. (I also missed out on the sale.

) I recently ordered a lippie so let's see how that goes!