Do MAC MA's REALLY hate it when we return things?

[xStarryEyedX]

Quote:

Originally Posted by April47 Perhaps sealing things might be an option MAC could consider. I'm sure it would save them A LOT of money in returns. Then they could put products that weren't used back on the shelf instead of returning them to MAC. Just an idea...

So if the seal's broken you can't return the product- that would be lovely. And leaving it up to the MA's disgression... Ah that would be ideal

.. I mean really honestly I know it's not my money... and I know some people have legit issues.. but it's those pain in the butt constat returners or take-advantagers that I would love to say "oh sorry, next time use that brain of yours=) "

 

[Jinni]

Quote:

Originally Posted by LaBelleMel31 There was this one product though - the Tendertone Lip Balm which I LOVE but it gave me an allergic reaction on my lip after about a week or so using it. I called the customer service to get the ingredients on it and it turns out that it has petrolatum in it which I am allergic. I asked about their return policy over the phone and called the store as well and they were both very nice about me returning it due to allergic reasons. But yeah i don't think i can tolerate someone bringing in empty tubes to be returned and say they don't work well; umm.. then why did you use the whole thing?? =P

I don't think anyone is saying you shouldn't return a product if it gives you an allergic reaction. Of course that needs to be allowed.

Quote:

Originally Posted by xStarryEyedX So if the seal's broken you can't return the product- that would be lovely. And leaving it up to the MA's disgression... Ah that would be ideal

Yep, that's pretty much how it is in Europe. I've never of heard anyone who had a problem with it.

 

[YSLGuy]

What bothers me is some of the excuses you hear.

"I found a similar color from another line" - How is that my fault??LOL

"It broke me out" - really because it's unused and you didnt try it on in the store when I sold it to you, so I do you know you are allergic and it broke you out?

"My husband was mad I spend so much money" - Are you serious with me right now?

In my years in cosmetics/retail I have heard some very lame excuses for returns.

I'd rather someone be honest with me and not have a lame excuse or an attitude.

 

[Chikky]

I may have replied already... I don't know! Hehe

I've returned once, and it was because they gave me the wrong product and I didn't check it until I got home.

Other than that, I could never see returning something because I didn't like it. Buyer beware, I say. If you buy something and don't like it, then you lived and learned.

 

[Corvs Queen]

The only thing that I've ever returned was Bare Study Pain Pot. I had to return it because when I got home and took it out of the box the lid came out in two separate pieces. BOO! Even though I could have used it for the time being until I had time to go exchange it, I didn't. I don't know why but I felt that I would have been a shady character doing so. Went back to the counter the following week and exchanged it for a new, undamaged one. Love it by the way.

 

[lindsaycoe]

Let me get on my soapbox really quick. After working in the retail world for like 12 years, I am bitter and cynical. I think that the way we bend over backwards for customers in the US is ridiculous. I hardly ever return anything as I always make sure to fully research the product before purchasing because I don't want to be "that guy".

I worked as a manager for a luxury department store here in Manhattan and the people that returned there were awful. Half the time they were scamming us with fakes or had just picked the item up off the rack and tried to return it....OR they bought the item 5 years ago and were now unsatisified with it.

GRR!! Sorry...I know it's not exactly the same thing, but I feel like the "customer is always right" attitude has birthed an ugly sense of entitlement in the American public. I say if it isn't damaged or defective. You shouldn't be able to return it. It's not my fault you didn't have time to try it out. You shouldn't shop while in a hurry.

But what do I know. I also think that we should institute mandatory service time as a cashier and a waiter for all Americans. Then perhaps people would understand what it feels like and not treat people working in those jobs like crud.

::steps down off her soapbox::

Sorry for the rant.

 

[gummybug]

I'm gonna guess that yes, they hate it, because it affects the commission... but that won't stop me from returning a product that doesn't meet my expectations because I have to look out for my money situation first. I'm not going to hoard who knows how much $$ worth of makeup that sucks just so someone else can get a few extra bucks. I'm not a compulsive shopper and I choose my purchases carefully, but sometimes the quality isn't there or the lighting is deceiving (and every so often the SA is a bit too good of a salesperson, lol). I don't generally return color products because I really do pick and choose to make sure it's right, but things like eye cream or mascara you have to try and maybe hate.

 

[darkwater_soul]

Quote:

Originally Posted by lindsaycoe Let me get on my soapbox really quick. After working in the retail world for like 12 years, I am bitter and cynical. I think that the way we bend over backwards for customers in the US is ridiculous. I hardly ever return anything as I always make sure to fully research the product before purchasing because I don't want to be "that guy". I worked as a manager for a luxury department store here in Manhattan and the people that returned there were awful. Half the time they were scamming us with fakes or had just picked the item up off the rack and tried to return it....OR they bought the item 5 years ago and were now unsatisified with it. GRR!! Sorry...I know it's not exactly the same thing, but I feel like the "customer is always right" attitude has birthed an ugly sense of entitlement in the American public. I say if it isn't damaged or defective. You shouldn't be able to return it. It's not my fault you didn't have time to try it out. You shouldn't shop while in a hurry. But what do I know. I also think that we should institute mandatory service time as a cashier and a waiter for all Americans. Then perhaps people would understand what it feels like and not treat people working in those jobs like crud. ::steps down off her soapbox:: Sorry for the rant.

Excuse my French, but A-$%#!&*( MEN!!!! I work in a shop that has NO return policy. Yep, none. One rotten apple ruins the barrel, and people complain about price hikes. You are paying for the women who use the products, then return them empty for cash. You are paying for the women who don't use the testers, then return the once swiped eyeshadow. You are paying for them women who overspend at the beginning of the month, use the product all month long, then return at the end to pay thier rent. It's sad.

 

[erine1881]

Quote:

Originally Posted by gummybug I'm gonna guess that yes, they hate it, because it affects the commission... but that won't stop me from returning a product that doesn't meet my expectations because I have to look out for my money situation first. I'm not going to hoard who knows how much $$ worth of makeup that sucks just so someone else can get a few extra bucks. I'm not a compulsive shopper and I choose my purchases carefully, but sometimes the quality isn't there or the lighting is deceiving (and every so often the SA is a bit too good of a salesperson, lol). I don't generally return color products because I really do pick and choose to make sure it's right, but things like eye cream or mascara you have to try and maybe hate.

um, we don't work on commission (with the exception of the nordies artists). so we aren't selling you whatever we can for a few extra bucks.

 

[FiestyFemme]

Quote:

Originally Posted by lindsaycoe But what do I know. I also think that we should institute mandatory service time as a cashier and a waiter for all Americans. Then perhaps people would understand what it feels like and not treat people working in those jobs like crud.

Seriously!
I've worked in both food service and retail jobs, and it gives you a new appreciation for what these people do.
It definitely made me a lot more patient and understanding with people in these particular types of jobs.
Everyone should have to at least do food or retail once.

 

[Lapis]

Quote:

Originally Posted by gummybug I'm gonna guess that yes, they hate it, because it affects the commission... but that won't stop me from returning a product that doesn't meet my expectations because I have to look out for my money situation first. I'm not going to hoard who knows how much $$ worth of makeup that sucks just so someone else can get a few extra bucks. I'm not a compulsive shopper and I choose my purchases carefully, but sometimes the quality isn't there or the lighting is deceiving (and every so often the SA is a bit too good of a salesperson, lol). I don't generally return color products because I really do pick and choose to make sure it's right, but things like eye cream or mascara you have to try and maybe hate.

Don't buy it if you can't afford to write off the cost if it doesn't live up yo your expectations, seriously you can swatch walk around, go outside see it in natural light etc, no one if forcing you to buy it right there and then, I pay $30 for a sucky book I can't return and go it didn't live up to my expectations, I wish I have hundreds of dollars in books that suck

My SA's do not steer me wrong!! Eg when the mineralized e/s came out this year one told me as soon as I walked in, don't get the silver it will do NOTHING for you, and she was right, I've never had a SA lie to me to get a sale, I really need to tell the ladies thanks and let mac know that too since it seems I'm so lucky

 

[ms.marymac]

Quote:

Originally Posted by Lapis Don't buy it if you can't afford to write off the cost if it doesn't live up yo your expectations, seriously you can swatch walk around, go outside see it in natural light etc, no one if forcing you to buy it right there and then, I pay $30 for a sucky book I can't return and go it didn't live up to my expectations, I wish I have hundreds of dollars in books that suck My SA's do not steer me wrong!! Eg when the mineralized e/s came out this year one told me as soon as I walked in, don't get the silver it will do NOTHING for you, and she was right, I've never had a SA lie to me to get a sale, I really need to tell the ladies thanks and let mac know that too since it seems I'm so lucky

Oh, ain't that the truth! I HATE spending $ on a book then not being able to finish it, or not enjoying it. I can't imagine trying to return it. Now I read reviews on Amazon before I buy. OK, now back to returning products at MAC. lol

 

[BestRx]

I'm new around here and therefore a little hesitant to comment. But I do have a point of view that I don't think has been mentioned. First, I'll say that my handful of experiences at MAC stores and counters have been great and I've never returned anything.

That said, about 2 years ago, I went to a Chanel event where I got a full facial and makeup application. I had paid something like $35 to attend the event but was under no obligation to buy anything. The MA applied a foundation and dickered with it (I mean they put lipstick on my face to "cut" the redness) until it was the right skin tone and then went on and on about how I had to to have it, drawing in other artists to confirm. I had never purchased foundation before and was totally green about what he was doing. Needless to say, with all of these professionals cooing at me about how great I looked, I bought the foundation (and a few other products).

Long story short, I wore the foundation a couple of times and then saw a photo of myself where I looked like a crazy, painted kabuki actor. I promptly went to MAC, had an artist find me the right shade -- NW43 -- and have not looked back. I have no idea what Chanel's return policy is because I never returned the foundation. But I know I will never approach a Chanel artist or buy anything other than skincare from them them again.

Obviously, there are people who abuse the return policy but for me, knowing that I can return something that I end up hating in the cold, hard light of day keeps me loyal to the company that offers that kind of insurance.

(On the separate but related note about returning things other than cosmetics, I do this all the time. If I go to the store and the dressing room line is a mile-long, I'll buy it, try it on at home, and return it if it doesn't fit. Or I'll buy to match something else in my wardrobe and return it if it doesn't work. If I haven't worn it, the store can re-sell it, and the salesperson isn't losing commission on it, I can't see why a cashier would consider me "entitled" or annoying.)

 

[Zeastlake]

I spend hundreds of dollars at MAC. I don't have a counter super close, but whenever I can get to one I go to check out colors before I order them online, since that's where I usually shop. I have never felt guilty about returning something. I'm a loyal customer and if I buy something I didn't like... I don't think its right to make anyone feel guilty about it....

 

[lindsaycoe]

Quote:

Originally Posted by BestRx (On the separate but related note about returning things other than cosmetics, I do this all the time. If I go to the store and the dressing room line is a mile-long, I'll buy it, try it on at home, and return it if it doesn't fit. Or I'll buy to match something else in my wardrobe and return it if it doesn't work. If I haven't worn it, the store can re-sell it, and the salesperson isn't losing commission on it, I can't see why a cashier would consider me "entitled" or annoying.)

I guess I should clarify. The entitlement issue only comes up when the person returning is attempting to do something outside of the normal return policy. Like....I wore it for a month and don't like it and want to return it. This is where they start throwing around that the customer is always right, they spend hundreds of dollars here every month..blah...blah..blah.

If they are within the parameters for a normal return, I'm totally fine with it.

 

[peek_a_b0o]

I was just wondering If someone were to return a Brush that was purchased to a MAC counter, Would they then use the brush as a tester or would they just send it with the other B2M's. Im curious. I ask this because I watched a YT video and the girl hated the 226 and returned it. Such a waste for an LE brush to be chucked into the bin when everyone and their nan is leeming for it. I can understand the sanitary reasons not to, but lets face it, the tester brushes that are already on display arent sanitary all the time, People use it on their zits and put it right back where they got it from *Cringe*

Just wondering

Oh and My opinion is

If youre truely returning it because it broke you out, MA did a wrong color match or gave a wrong item, or it was deffected or rancid in any way, you have a right to return it.

If youre returning it because:
you spent too much money today, Changed your mind, just grabbed everything you could and paid for it later to feel your buyers remorse....No no!

I feel this way because I did work in a cosmetic retail line and you see all the patterns. All those wasted makeup that went into the wrong careless hands of people who dont THINK before they buy. ESPECIALLY LE items!!!!! GAH!!!! Bursts my bubbles!!!!!!

 

[chaffsters33]

I'm afraid to return things now for fear that the MAC gods will smite me! lol

 

[Viva]

I'm not a US resident and even though I've heard about these generous return policies you have there I never stop getting surprised, or perhaps I should say a bit upset.

Do you realise how many products (and this is not only beauty products) that are tossed away every year?! These kind of return policies does not exist here in Sweden and I'm so used to it that I can't believe that policies like these are actually in use.

The shops here are very restricted with people returning hygiene products if they aren't sealed and unused. I think that this approach actually result in that those people who buy and soon after returns something they could easily have tried on in the store to disappear. I do also believe that it contribute to a much smaller product loss.

I've returned a product from MAC once, or no - it was more like an exchange since the foundation color that the MUA chose for me didn't match. I felt very guilty asking for it and was very surprised when they agreed to make the exchange.

I'm not trying to make anyone feel bad about this, but I just believe that the waste of products is much higher than it could be.

 

[ms.marymac]

Quote:

Originally Posted by Viva I'm not a US resident and even though I've heard about these generous return policies you have there I never stop getting surprised, or perhaps I should say a bit upset. Do you realise how many products (and this is not only beauty products) that are tossed away every year?! These kind of return policies does not exist here in Sweden and I'm so used to it that I can't believe that policies like these are actually in use. The shops here are very restricted with people returning hygiene products if they aren't sealed and unused. I think that this approach actually result in that those people who buy and soon after returns something they could easily have tried on in the store to disappear. I do also believe that it contribute to a much smaller product loss. I've returned a product from MAC once, or no - it was more like an exchange since the foundation color that the MUA chose for me didn't match. I felt very guilty asking for it and was very surprised when they agreed to make the exchange. I'm not trying to make anyone feel bad about this, but I just believe that the waste of products is much higher than it could be.

I agree with you. I think people would riot if they changed the return policy over here. They are too spoiled with it.

 

[Okami08]

I wish returns didn't get taken out of MAs' sales goals - it seems really unfair to me that because a customer was allergic to a product, the MA gets stuck for that amount in their sales goals. It's not the MA's fault when a product just doesn't work for a customer - be it allergies, breakouts, the product not working well or whatever else can happen that is totally outside the control of the MA!

I'm really glad they have the return policies they do here in the US, though, because I have skin allergies and I can't always tell with one in-store application whether something will irritate my skin. I'm also glad that lines like MAC that stand behind what they sell and are willing to take back products that just aren't good.