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

[ms.marymac]

Quote:

Originally Posted by 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.

I have sensitive skin too so I am happy that most places will offer a refund or exchange. I just think some stores are too lax with it so people take advantage. For example, friend used to work in the bedding department in a big store and people would take things off the shelf and try to return it and she would have to take it back because people would flip out. It seems there has to be a way of filtering out people who are basically stealing.

 

[LadyAMS]

I feel so bad now, I only returned one thing from MAC it was the Studio Mist Foudation I think. But the MA there was really nice and very patient with me. But I had to return it becasue that Foundation really broke me out. OMG I feel so bad.

 

[LadySutcliffe]

To reiterate what others have said, this is just absolute madness to me as a UK resident. Especially given the prices we pay for makeup compared to in the US (and we are having a recession too, plus the cost of living is higher here anyway - have you seen how much we have to pay for petrol??).
I would be interested to know if any of the inflated cost we pay is offsetting Americans who return tons of stuff all the time! I blummin' well hope not!

Since it's virtually impossible for UK folk to emigrate to the US I suppose I'll just have to suck it up! lol

 

[Okami08]

The cost of their products covers a multitude of factors - they take into account everything that increases their bottom line. That includes customer returns (whether for good reasons or bad), pay for employees to work in a store, the cost of renting real estate for the store, pay for employees for their online site (customer support, tech support, website builders, shipping people, etc), the cost of warehouse storage, the cost of new product development (and that can be a lot more than people think, especially when you consider how many ideas don't make it to market!), the cost of B2M, credit card processing fees, the cost of production (makeup and packaging), and everything else that goes into the running of the company - they even take into account how much they figure will be stolen and how much they'll have to replace products that are lost or damaged in shipping (although that's usually covered by shipping insurance). The amount they build into the purchase price to cover customer returns probably isn't significant compared to all those other costs.

Oh, and don't forget the cost of company lawyers to handle lawsuits - even the most frivolous ones have to be handled by someone (and I have read some crazy cases).

 

[L1LMAMAJ]

I try to avoid returns and just sell/swap with someone from the forums. This way the products won't go into the trash and stuff I don't want could end up being something that someone's been looking for for a long time.

 

[X4biddenxLustX]

Wow, this thread makes me feel kind of bad.

I don't do many returns at MAC but I do at Sephora though not to get off topic. No, I'm not one of those people who "rent" out products to try and return them. I honestly have super sensitive skin that even the water in my house seems to irritate it. I've bought sooooo many of their skincare products there and haven't really found much that I can use with no problem. I try to ask for samples as much as I can for the products so I can get a feel for them and see how they react with my skin, but I don't want to be asking for samples of this and that all the time. They always tell me to just try this or that and if I don't like it I can return it. I hate returning/exchanging things but what can I do? These things aren't cheap for me to buy. I can't afford to keep every $20+ facewash that irritates my skin. I know the SA's there hate it when I come in cause they always pretty much think I'm in for a return or exchange. It's frustrating for the both of us cause I just want something that actually works with no problems, and they want me to stop coming for returns.

Sorry, I just had to get that off my chest. I was there today and yeah....I can tell I wasn't well liked there.

 

[chubby5734]

Well if you need to return the item just do it. Just like they make sales returns also happen . It part of the retail industry

 

[Okami08]

I know it's a sales tactic and that the SAs are told to say this, but I really wish they wouldn't say "Go ahead and buy it and if it doesn't work out, you can always return it, no problem!" if they don't actually mean it.

Financially, though, it is better for the company, which is why SAs are told to say it even if they're going to hate you for returning something. The number of customers who keep the product (whether because they like it or they're too shy to return it or they forget about it or they throw it away instead of returning it) is such that the profits more than cancel out the number of customers who then actually bring the product back.

The amount of wasted product really does suck, but the company wouldn't keep doing it if it wasn't profitable for them.

 

[chickatthegym]

I was at the CCO the other day and there was a MSF Natural (the ones with the shimmer on half of them) and it had a Macy's Return lable on it! Isn't that weird?!? I thought all the returned items got thrown away?

 

[boudoirblonde]

I'd just like to point out Australia's cosmetic returns policy (in one of our major department stores)

You CAN NOT return any cosmetic item if it is not sealed/if it has been used. You can't under any circumstance return things like brushes, manicure tools, etc. (stuff that you couldn't tell if it was used or not).

What you CAN return;
-unopened, unused, sealed products
-products that you had an allergic reaction to (we take this seriously, we have to write up exactly what happened, how many times the customer used the product, etc etc)

But thats it. And to be perfectly honest, I think that is generous enough. As others outside the US have said, its plain CRAZY to accept returns on used cosmetics for any other reason than allergic reaction!

 

[gubeca]

well..in portugal its impossible to return cosmetics unless they are sealed,unopened..if u open it and dont use, u can no longer return it. i think its o good policy and prevents people from buying things without thinking at least twice

we cant return underware too..perfums..lotions..well..almost everything that involves skin,health..

 

[BunnyBunnyBunny]

People need to learn when to give up.

There is this woman that is always angry/upset looking and she always buys several MAC somethings and ALWAYS returns most if not all.

Her excuse is that it is always too drying or it looks bad on her or it broke her out. Earth to lady. DON'T BUY! I get that she is trying her best to LOVE MAC but it's not happening! I have spoken to her, and so has almost every artist at our counter. We can only apply and sell so much! She returns so much, and it is just ridiculous.

She is wasting our time and also her own. I wish she'd get a clue and never come back. And it's not just our counter. She rotates between several different ones, and always uses reciepts from different stores. It's just bs! If it's drying the first time, and the second time, what makes her think it's going to be different the next twenty times??

I think cosmetics retailers are great for taking things back in the US. I have returned things to MAC, I have returned things to Sephora. But if something isn't working for you STOP BUYING. I for example like NARS. I have bought NARS, I have returned NARS. Generally their products are good, and sometimes there is a miss. However, I have only returned a few out the the many I have. If I had a terrible drying experience, I would not buy more. A Smashbox primer broke me out like awful horribleness, so I stopped buying Smashbox skincare. Years ago I bought Strobe cream and it destroyed my skin so I returned it and never bought it again. You know what I mean? People just need to learn when to throw in the towel and try another line!

 

[Marcita]

I haven't read all 391 replies on this post but there are legitimate reasons to return but most people don't have those reasons. I honestly went shopping with a girl one time that brought this amazingly big bag into my car. I asked what it was and she said it was her way of shopping without spending. She went through her products and found things she didn't like anymore and was returning them so she could buy more.
She went to return one item and the MA said they hadn't carried it in 5 years!!!!!!!!!!!!!! She didn't care and was rude and insisted they return it. This went on over and over at Nordstrom that day. Needless to say I never shopped with her nor have I spoken with her again. I was mortified and I don't agree with someone who believes that way.

I unfortunately know people who will go to the MAC counter the day of a new collection, not test anything, just buy it all. Then they test at home and return 95% of it. These aren't testers ladies. They are wasted products.

And last I know someone that once ordered 20 e/s from Sephora because she didn't feel like going and testing them at a store. She returned 19 of them!

So when an MA gets upset - think of all these awful people that do these things and realize what they are doing to the bottom line of a company and why we have price increases.

 

[X4biddenxLustX]

Quote:

Originally Posted by Okami08 I know it's a sales tactic and that the SAs are told to say this, but I really wish they wouldn't say "Go ahead and buy it and if it doesn't work out, you can always return it, no problem!" if they don't actually mean it. Financially, though, it is better for the company, which is why SAs are told to say it even if they're going to hate you for returning something. The number of customers who keep the product (whether because they like it or they're too shy to return it or they forget about it or they throw it away instead of returning it) is such that the profits more than cancel out the number of customers who then actually bring the product back. The amount of wasted product really does suck, but the company wouldn't keep doing it if it wasn't profitable for them.

I really hate it when they say that to you! It doesn't make me feel any less guilty for returning things that I absolutely can't use due to allergies and sensitives. It's still seen as any regular old return/exchange in the SA's eyes. I know there tired of hearing me saying it caused a reaction and that it did this or that to me, but it's the honest truth. I have many times told them what I need to avoid in products that I use but then to have them recommend me different products WHICH DO have those ingredients in them. Ugh. I guess I'll just have to do my own research and avoid that store and just order online if I ever need anything through there.

 

[achase]

I am thankful they toss/recycle returned items.
I ordered a bronzer from Too Faced online recently and when I received it, it had 2 big finger swipes in the powder. Truly disgusting. I assume someone returned it and they clearly don't toss stuff at Too Faced. MAC has outstanding customer service and I have never been disappointed or disgusted with a MAC product. Never in a million years would MAC send me a used or tested product.

 

[ktinagapay]

Returns

I am simply going to give my oppinion on returns and I will do it politley.

I understand it happens...because we get the wrong shade, or a MA puts the wrong product in your bag, allergic reaction, you use it and you realllllyyyy arent in love with item, or it was a gift and you already had the product or dont care for it. I understand these reasons completly!!!! but if there is any way you can AVOID returning look into it!

but what really makes my heart heavy is when people return makeup for a makeover ( i know they are from a makeover because the reciept is around $50-$75 with one pair of lashes) and the date is on a weekend. Basically a free makeover. or I had a customer once return 9 blushes because she didn't like any of the colors...I don't know what reason can validate returning 9 blushes or returning all the makeup purchased after a makeover =( its so sad! MAC just sends the products back, even if it hasn't been used (I guess we don't want to risk any product that was taken home to be put back on the shelves...even if it doesn't look used, you never know)

so I guess what I am trying to say is before purchasing a product, feel free to try them on first so you KNOW what they look like on YOU..and even walk around and think about it before buying it...or just put yourselves in the MA's shoes, they worked so hard on your makeover only for you to return it. It can be discouraging! If you cant afford a $50 makeover on the weekends then come into the counter on a weekday and have a MA teach you some tricks so you can do it yourself!

the reason why Ive decided to write about this is because one of my own FRIENDS returns and returns and returns...and I've had to explain it to her nicely. and it was a little akward because she's a close friend. returning in GENERAL isnt cool. i know it sounds so corny but inspire to be a good customer! it's just polite.

**EDITED**
i understand this may have already been discussed so you dont have to comment if you do not wish too, i just wanted somewhere to write my thoughts down =) I dont really write a lot in the chatter section , so let me know how to "move" this thing. I didnt mean to "clutter" just wanted to write, so i just clicked post new forum, and wrote away!

 

[TISH1124]

Re: Returns

Yeah there are several heated threads already regarding MAC returns ...So I will not comment based on past threads

http://www.specktra.net/forum/f165/d...-things-92957/


http://www.specktra.net/forum/f165/r...-makeup-73060/

http://www.specktra.net/forum/f165/r...ection-130618/

 

[moopoint]

Re: Returns

Well said.
Of course there are exceptions as mentioned, that is MAC's claim to fame too. They offer the service, not doubting people will utilize it. I've once returned a product, because the mascara did not give me the desired look and it stung my eyes.
But it only takes one asshole to ruin it for everyone. I'd say only return if an honest effort was given to the item. Not to score a free makeover.

 

[fintia]

Re: Returns

Returning just because it's not good.. but when the products do not really work on you.. I guess you have to.

 

[blindpassion]

Re: Returns

As Tish said, please refer to the thread that is dedicated to this topic.