Customer Service in London MAC stores

[Luceuk]

Quote:

Originally Posted by Shepherdess I dont have the mail order number but you can call the pro store and the automated answer phone will direct you there. The number is 02075349222. I hope you enjoy your mixing medium!

Thanks for the number, I want some pallets for my blushes and eyeshadows. I'll have to order them once I save have some money.

Edit: Just thanked you on the wrong message

 

[MsCocoa]

I agree with what you said, the service is ok in Selfridges but unless it's quite or you know what you want they aren't very helpful; Soho and Covent Garden and both very good, I tend to go to Covent Garden more though because it's a bit bigger, never been inside of the High St Ken or Kings Rd branches.

 

[JustDivine]

Its a shame when the service is bad...for some people, MAC is something they can only indulge in occasionally.....to spend lots and feel badly treated is jut not good enough.

 

[c00ki312]

oh i soooo agree with the bad customer service at selfridges. its so bad it makes me sick! i went one afternoon where it wasnt very busy but were like 10 mua all standing behind the counter talking. i went up to the counter but no1 acknowleded me which i thought was weird and very unapproachable. correct me if im wrong but they tend to help the older customers :S avoid it at all costs. the good thing is if you visit london there are mac stores all bus distance to one another so you can visit them all in on day if you like lol. the places below are where ive had good customer service.
my top mac stores in no order:

1.soho pro store-v. nice ma's glad to help you swatch all day long lol

2.covent garden-approchable staff and pleasent

3.brent cross-young ma's very helpful and approachable at counter

4.kensington high st-THE BEST place to go if you want to take your time in choosing colours. the store is ALWAYS quiet as its on a small street and whenever i go in i often find its just me and a regular lady who i happen 2 see there all the time. weird. although i do admit their ma's are a bit clueless on the product names (lol) im sure you can forgive coz its such a peaceful mac to shop at lol

5.Harrods- you will find the most eccentric ma's here. when i went, the guys were dressed in tutus with pvc handbags and bright wigs.how cool?! the lady ma's are soooo lovely (and preeetttyy) and they have two sets of everything so everyone doesnt crowd round the same e/s stand. i def reccommend this place!

 

[amy_forster]

Quote:

Originally Posted by anti_starlet8 My only gripe now is that I can't purchase Pro items online, like palettes. macpro.com only lets you buy from there if you're a Mac Pro member

You can only buy pro online in the states. Its kinda rubbish that if you're a mac pro member in the UK, you can either ring mail order or go into store, theres no online discount!

 

[Kuki]

I'm going to add my little bit now. I went to London start of November, as I was having my 21st birthday party the week after, and my mum had organised it to be a James Bond casino night. I wanted to go all out and be very OTT and go as a Bond girl as it was my day. Im from leicester, and all the collections are sold out VERY quickly, so we thought we'd spend a day in london, buy make up and a birthday prezzie for kuki

I went into selfridges and asked if they had a particular lipstick in that mattene collection, (think it was called flattering) and the lady (it wasnt so busy when i went) she just stared at me, looked me up and down, and said "no" without checking

So I asked where there was another MAC store near by, and she said "you cant be a fan of MAC then!" totally not necessary!!!!! and i said, "oh sorry to offend you, ill ask somebody else." and another MA came over as she was listen over and said, its off Carnaby St. So i asked how i could get there. and they both RUDELY started laughing at me obviously and blatantly. My mum was quite shocked, and said, oh forget this, we'll just go to the store in leicester. so the first MA turned around and said "oh thats why you dont know, bcos you come from a sh**** little town." CRIKEY!! NEVER GOING THERE AGAIN!!!!!

Then we found the pro store, and the girl in there was very very very friendly. she sold me lots of things i didnt need. lol
i went to the one in covent garden as we were walking past bcos my mum decided she wanted Romp and mulch e/s. but they were REALLY REALLY busy. so when we got to harrods, we realised there was a lovely stall in there, but they were really busy too, but atleast 3 MAs came up to us every other minute and said "sorry to keep you waiting we;ll be with you asap" and the MA (oriental male) that served us was really nice. i was pondering over a few eyeshadows whilst he was sorting mum out, and he asked if it was for a special occasion. so i told him the theme blah blah blah. and not only did he put it on my eyes, but he did the eye make up on a piece of paper with a mini tutorial. he was a lovely lovely guy

and he even suggested i should put my hair up in a beehive/ lol]

i feel much better after my rant!

 

[Kuki]

I'm going to add my little bit now. I went to London start of November, as I was having my 21st birthday party the week after, and my mum had organised it to be a James Bond casino night. I wanted to go all out and be very OTT and go as a Bond girl as it was my day. Im from leicester, and all the collections are sold out VERY quickly, so we thought we'd spend a day in london, buy make up and a birthday prezzie for kuki

I went into selfridges and asked if they had a particular lipstick in that mattene collection, (think it was called flattering) and the lady (it wasnt so busy when i went) she just stared at me, looked me up and down, and said "no" without checking

So I asked where there was another MAC store near by, and she said "you cant be a fan of MAC then!" totally not necessary!!!!! and i said, "oh sorry to offend you, ill ask somebody else." and another MA came over as she was listen over and said, its off Carnaby St. So i asked how i could get there. and they both RUDELY started laughing at me obviously and blatantly. My mum was quite shocked, and said, oh forget this, we'll just go to the store in leicester. so the first MA turned around and said "oh thats why you dont know, bcos you come from a sh**** little town." CRIKEY!! NEVER GOING THERE AGAIN!!!!!

Then we found the pro store, and the girl in there was very very very friendly. she sold me lots of things i didnt need. lol
i went to the one in covent garden as we were walking past bcos my mum decided she wanted Romp and mulch e/s. but they were REALLY REALLY busy. so when we got to harrods, we realised there was a lovely stall in there, but they were really busy too, but atleast 3 MAs came up to us every other minute and said "sorry to keep you waiting we;ll be with you asap" and the MA (oriental male) that served us was really nice. i was pondering over a few eyeshadows whilst he was sorting mum out, and he asked if it was for a special occasion. so i told him the theme blah blah blah. and not only did he put it on my eyes, but he did the eye make up on a piece of paper with a mini tutorial. he was a lovely lovely guy

and he even suggested i should put my hair up in a beehive/ lol]

i feel much better after my rant!

 

[c00ki312]

Quote:

Originally Posted by Kuki I'm going to add my little bit now. I went to London start of November, as I was having my 21st birthday party the week after, and my mum had organised it to be a James Bond casino night. I wanted to go all out and be very OTT and go as a Bond girl as it was my day. Im from leicester, and all the collections are sold out VERY quickly, so we thought we'd spend a day in london, buy make up and a birthday prezzie for kuki I went into selfridges and asked if they had a particular lipstick in that mattene collection, (think it was called flattering) and the lady (it wasnt so busy when i went) she just stared at me, looked me up and down, and said "no" without checking So I asked where there was another MAC store near by, and she said "you cant be a fan of MAC then!" totally not necessary!!!!! and i said, "oh sorry to offend you, ill ask somebody else." and another MA came over as she was listen over and said, its off Carnaby St. So i asked how i could get there. and they both RUDELY started laughing at me obviously and blatantly. My mum was quite shocked, and said, oh forget this, we'll just go to the store in leicester. so the first MA turned around and said "oh thats why you dont know, bcos you come from a sh**** little town." CRIKEY!! NEVER GOING THERE AGAIN!!!!! Then we found the pro store, and the girl in there was very very very friendly. she sold me lots of things i didnt need. lol i went to the one in covent garden as we were walking past bcos my mum decided she wanted Romp and mulch e/s. but they were REALLY REALLY busy. so when we got to harrods, we realised there was a lovely stall in there, but they were really busy too, but atleast 3 MAs came up to us every other minute and said "sorry to keep you waiting we;ll be with you asap" and the MA (oriental male) that served us was really nice. i was pondering over a few eyeshadows whilst he was sorting mum out, and he asked if it was for a special occasion. so i told him the theme blah blah blah. and not only did he put it on my eyes, but he did the eye make up on a piece of paper with a mini tutorial. he was a lovely lovely guy and he even suggested i should put my hair up in a beehive/ lol] i feel much better after my rant!

thats quite shocking really. im not surprised. i think we should all complain to selfridges head office lol...and i think i encountered the asian guy at harrods too. he was very nice and showed me products i normally wouldnt have noticed...

I was also wondering, since most retail have mystery shoppers, i wonder what score mac gets for customer service? i know for sure if i did a survey on them theyd get minus ZERO!

 

[JustDivine]

Its really touch and go I think!!

On Thursday I was at HoF city branch, after vowing NEVER to go back there again after my last appalling service experience. However, this time the counter was fully staffed, a lovely lady helped me, really great and honest with recommendations, and I love EVERYTHING that I got from there. She was really nice. So I didn't feel bad spending the £160 that I did!

Today I went to Selfridges and as usual, it was really busy, but after a while I did get offers of help and the MA's there seems nicer than before. So I got 3 eyeshadows which I loooove!

 

[nunu]

Quote:

Originally Posted by Kuki I'm going to add my little bit now. I went to London start of November, as I was having my 21st birthday party the week after, and my mum had organised it to be a James Bond casino night. I wanted to go all out and be very OTT and go as a Bond girl as it was my day. Im from leicester, and all the collections are sold out VERY quickly, so we thought we'd spend a day in london, buy make up and a birthday prezzie for kuki I went into selfridges and asked if they had a particular lipstick in that mattene collection, (think it was called flattering) and the lady (it wasnt so busy when i went) she just stared at me, looked me up and down, and said "no" without checking So I asked where there was another MAC store near by, and she said "you cant be a fan of MAC then!" totally not necessary!!!!! and i said, "oh sorry to offend you, ill ask somebody else." and another MA came over as she was listen over and said, its off Carnaby St. So i asked how i could get there. and they both RUDELY started laughing at me obviously and blatantly. My mum was quite shocked, and said, oh forget this, we'll just go to the store in leicester. so the first MA turned around and said "oh thats why you dont know, bcos you come from a sh**** little town." CRIKEY!! NEVER GOING THERE AGAIN!!!!! Then we found the pro store, and the girl in there was very very very friendly. she sold me lots of things i didnt need. lol i went to the one in covent garden as we were walking past bcos my mum decided she wanted Romp and mulch e/s. but they were REALLY REALLY busy. so when we got to harrods, we realised there was a lovely stall in there, but they were really busy too, but atleast 3 MAs came up to us every other minute and said "sorry to keep you waiting we;ll be with you asap" and the MA (oriental male) that served us was really nice. i was pondering over a few eyeshadows whilst he was sorting mum out, and he asked if it was for a special occasion. so i told him the theme blah blah blah. and not only did he put it on my eyes, but he did the eye make up on a piece of paper with a mini tutorial. he was a lovely lovely guy and he even suggested i should put my hair up in a beehive/ lol] i feel much better after my rant!

I seriously think you shoud report this to head office. Describe the girls as well. Write a whole statement of how disapointed you were and how low they made you feel. I hope they get sacked, that by no means is acceptable!

 

[neeshie]

Quote:

Originally Posted by c00ki312 I was also wondering, since most retail have mystery shoppers, i wonder what score mac gets for customer service? i know for sure if i did a survey on them theyd get minus ZERO!

I signed up to a selfridges mystery shopping thing but have never seen mac on the list of departments. I'd be all over that one in a flash if I did!!

 

[anti_starlet8]

Quote:

Originally Posted by Kuki another MA came over as she was listen over and said, its off Carnaby St. So i asked how i could get there. and they both RUDELY started laughing at me obviously and blatantly. My mum was quite shocked, and said, oh forget this, we'll just go to the store in leicester. so the first MA turned around and said "oh thats why you dont know, bcos you come from a sh**** little town." CRIKEY!! NEVER GOING THERE AGAIN!!!!!

I work in retail albeit not cosmetics but if I said anything like that I'd be fired in an instant, no questions asked. REPORT THESE GIRLS!!! They don't deserve a job in retail if they treat their customers like that!!! Customer service is always paramount and you should always walk away saying "Wow, they were really helpful", not "fucking hell i'm never going back there again!"

This is the reason why I'm pissed that Heatherette is being released at Selfridges, cos of MAs like those two!

 

[trollydolly]

i went to london last week and had the pleasure of visiting the selfridges and harrods mac counters and can i just say they are the complete opposite of one another!!
at harrods it was lovely and tranquil, the ma's were more than willing to help and approachable. there were two stands of everything so there was plenty of room whereas at selfridges its like a war ground!! i went there at 2 o clock in the afternoon and it was sooooo manic!! people were pushing and shoving each other and i couldnt even get close to anything i wanted to look at. the ma's didnt offer any assistance and there wasnt enough room to swing a cat!! testers of products were missing and everyone was crowded around tiny displays. if you want to buy anything as well you have que up to tell a ma behind the counter what you want and then que up in a seperate que to pay, i dont know if its always like that or just because it was exceptionally busy.
i honestly would never go to the selfridges counter again, it was such a waste of time. i really hope mac realise that people are being put off of going to the counter at selfridges because of the lack of customer service! it amazes me because mac is normally fantastic with customer service!
its deffinetly worth getting a tube ride to the nearest free standing mac store or popping down to harrods which i cant reccomend highly enough!!

 

[shorty]

Quote:

Originally Posted by Kuki I went into selfridges and asked if they had a particular lipstick in that mattene collection, (think it was called flattering) and the lady (it wasnt so busy when i went) she just stared at me, looked me up and down, and said "no" without checking So I asked where there was another MAC store near by, and she said "you cant be a fan of MAC then!" totally not necessary!!!!! and i said, "oh sorry to offend you, ill ask somebody else." and another MA came over as she was listen over and said, its off Carnaby St. So i asked how i could get there. and they both RUDELY started laughing at me obviously and blatantly. My mum was quite shocked, and said, oh forget this, we'll just go to the store in leicester. so the first MA turned around and said "oh thats why you dont know, bcos you come from a sh**** little town."

woah!! Get onto head office right away!

I work at a MAC in Selfridges and can happily and proudly say that at my counter we approach every single customer, spend a lot of time with them and make sure they get what they are looking for! I cant believe some girls can be so rude...!

 

[mimibrowneyes]

Quote:

Originally Posted by anti_starlet8 My only gripe now is that I can't purchase Pro items online, like palettes. macpro.com only lets you buy from there if you're a Mac Pro member

even with a pro card i dnt think you can use your membership benefits online yet! its jus for US and Canada at the moment. its always nice to go to a store and try stuff out b4 u buy. def thumbs up for mac soho- love it in there, really friendly staff, and nice airy room, good lighting, not crowded. the MUA's at the covent garden store did seem awfully busy- but i was there after around 5pm, but wen it was my turn to be served she was helpful and didnt rush me. regardless of wher u go- i think there'l always be a bad egg. but so far i havent been disappointed at mac soho! hence i end up spending £100+ every time im there!!

 

[mimibrowneyes]

Quote:

Originally Posted by nunu that would be lovely!!! i've been wanting mixing medium for a while now but it's only sold in pro stores and i live in the midlands and i don't know my way round london properly otherwise i would've gone! I really hope they do orders by the phone!

hun u can do MAC MAILORDER, the number is 0870 034 2999, and if you have a pro card u can use that too! x HTH

- p.s delivery was really quick too!

 

[tigerli17]

I've never really had good service at the Soho store, I ALWAYS get ignored...I dunno if its coz I don't look the part in my Trivium hoodie and my virtually no make up policy at work but I could stand there all day and forever get overlooked

And this is when I've put aside about £200 specifically to get something in there - normally when a new collection is out. I agree Selfridges are rubbish and I haven't been to the Covent Garden one...Where the hell is it!? I know i'm probably being blind as a bat but I can't find it at all...Not unless its the one in Neal Street off Shaftsbury Avenue...

Still think the best one i've been to is the MAC store in Brighton when my boyfriend and I went there on holiday

Its tucked away in one of its many backstreets but the MA where friendly and approachable and the girl serving was very chatty and helpful.

 

[MsCocoa]

Yep it's the one on Neal St!

 

[Pure Vanity]

Quote:

Originally Posted by neeshie I signed up to a selfridges mystery shopping thing but have never seen mac on the list of departments. I'd be all over that one in a flash if I did!!

Oh me to especially the two selfridge's in Manchester they are so very rude to the point I feel stupid.

 

[tigerli17]

Quote:

Originally Posted by MsCocoa Yep it's the one on Neal St!

Excellent. I actually stumbled upon that one getting lost doing an errand for work. Took every strength of my being to not go in there though as I was meant to be finding Dogwoof Pictures so couldn't really comment on their service...