"Consideration for Replacement?"

[AudreyNicole]

I got Instant Gold Lustreglass for Christmas. I have used only about 20% of it and the cap broke. Now the wand won't stay in the tube or screw on. I emailed customer service and got a reply back that they are sending a postage paid label for me to return the product for "consideration for replacement." I am so worried that I will send in my broken one and they will not replace it and then I will be out my lustreglass. (Not to mention the mess it may make since the cap doesn't stay on). I initially wrote and asked just for a replacement wand. Now they want me to return the whole thing. Anyone else had this happen? What was the outcome?

 

[pumpkincat210]

Hi AudreyNicole! i haven't seen you in forever!
I don't have the answer to your question but I don't think mac would just take your lipglass without giving you some kind of replacement. Since most of the product is still there hopefully they'll just send you another one. Could you email them and ask for a further explanation?

 

[kimmy]

they might want it back to see if there's a fault in the packaging, like there may be others out there with the same issue. i doubt they'd take it from you and not send anything back, but perhaps you could take it to a counter or do a live chat before sending it if you're skeptical.

 

[gigglegirl]

If you are going to send it back, I'd tape that puppy up like there's no tomorrow and put it in a little ziplock bag to put in the envelope, esp. since if it does leak, it may get lost or thrown out in the process of it being mailed since the USPS may not know what kind of liquid it is.

I assume they would be sending you something back after checking it out, but I hear what you're saying, I'd feel like I've lost out on a product if they claim to have not received it....

 

[MsButterfli]

i complained about 3 of my eyeshadows that seemed to dry up on me, they sent me the envelope and i mailed them back, but they ended up sending me a check for the 3 shadows. i dont know if it was because they were depotted and they werent sure which was which, but if they dont send u a replacement, they may send you a check

 

[jpohrer]

Did you check with your counter first to see if they had any replacement caps? When the lustreglasses first came out, MAC sent replacement caps to their stores and counters because so many lustreglass caps were breaking!

 

[AudreyNicole]

Quote:

Originally Posted by jpohrer Did you check with your counter first to see if they had any replacement caps? When the lustreglasses first came out, MAC sent replacement caps to their stores and counters because so many lustreglass caps were breaking!

Yes, I did check with my counter and freestanding, and they did say that they had a problem with breakage when they first came out. They were both out of the replacement caps though. Both places suggested that I contact customer service...

Thanks for the suggestions ladies. I doubt that they would take it from me with nothing in return. I don't mind a check or replacement, either is fine. I just don't want to be left with nothing. I can still use the lustreglass as it is, but I don't know how long it can go unsealed and not go bad. Not only that, but I have to store it upright so that it doesn't leak. I will package it carefully and in a few plastic bags and hope that it makes it...