MAC comment/complaint e-mail

[mizuki~]

I sent a little complaint e-mail to MAC about my bad experience with the Fafi products being used and they still have not gave me a reply and it has already been 2 weeks. Do they reply to all emails or do they just read it?

 

[abbyquack]

I am not sure, I've never sent a complaint, but anytime I have inquiries they are very quick to respond. I'm guessing that if it is a complaint that they can't do much about to change, they may just take it into consideration for their future collections.

 

[enjoybeingagirl]

It took them a few weeks to respond to my e-mail that was a rave about a MA. They still might respond.

 

[Diosabellissima]

I've only ever sent in one complaint and it was for my Lip Gelee gloss. That stupid tube is miserable and no matter what I do, the little pinched top always comes unpinched and explodes in my purse. Which is sad, because I love Lila Crush! (As a side note, I've learned that Press and Seal Wrap keeps the end together nicely without any leakage).

Anyway, I wasn't really even complaining- just letting them know that I felt the packaging was faulty. I figured that, if nothing else, I'll be a voice with a few others for when the reassess how they package stuff.

I never got a reply. But 3 days later, I got an apology letter in the mail and THREE tubes of gloss

 

[mizuki~]

Thank you guys for responding!

Wow, lucky you! A quick response and 3 tubes of gloss?? That's so nice of them!

 

[Diosabellissima]

Quote:

Originally Posted by mizuki~ Thank you guys for responding! Wow, lucky you! A quick response and 3 tubes of gloss?? That's so nice of them!

It may have helped that I mentioned that the damn thing exploded in my brand new, $400 Coach purse. lol The purse was fine, though had a few oily looking spots inside- but who cares if the inside is damaged a bit? It's just a purse.

 

[thelove4tequila]

I think its hit or miss with them. I have sent many emails regarding various issues, some responed within a timely manner, some never. As a matter of fact, my last email (almost 2 weeks ago) regarding my missing order has not been answered as of yet. I sent them another one yesterday regarding the same issue and still nothing.

 

[bartp]

maybe I should try that approach too. I just received my delivery with a tube of Duo glue, and to my surprise when I opened the tube, something yellowish white came out that smelled kind of funky. No way I dare to use that on my face.

Maybe you can try a chat session instead of an email complaint. That might have more or faster results.

 

[panther27]

I sent them an e-mail about the fact that my counter was not getting the Heatherette bps due to a lost shipment,and the website had sold out of the Alpha Girl bp,and that I was kind of annoyed that my counter wouldn't be getting that.I just wanted to let them know that and didn't think anything more about it,but just last friday,(2 weeks after the e-mail)MAC e-mailed me back apologizing and saying that they would send me a free gift in the mail!!So nice of them,hopefully you hear back any day now.

 

[purrtykitty]

I've sent a couple of e-mails to them...really just general matters - nothing major or specific. It took them a couple of weeks to get a response on both occasions.

 

[BlahWah]

Quote:

Originally Posted by mizuki~ I sent a little complaint e-mail to MAC about my bad experience with the Fafi products being used and they still have not gave me a reply and it has already been 2 weeks. Do they reply to all emails or do they just read it?

You mean you bought items and found out they were used?! I'm really surprised they haven't replied to that yet. I'd send them another email just to ask if anything will be done about it. I'd found a shred of plastic (which wasn't part of any of the packaging) sitting on top of the product and sent an email telling them is was a bit disconcerting amidst my excitement. Someone replied the next business day and said they'd be sending a replacement right away. If they'd do that for an item that wasn't terribly affected I can't see why they won't rush to do something for you!

And tequila, it's horrible you haven't received your order yet, or a response. I hope they work it out for you!

 

[mizuki~]

I emailed them again this morning so I hope I will get a response ASAP. I don't know why it takes them so long to reply to some but lucky you who got a response the next business day!

 

[alka1]

Usually when I write to customer service, they answer the next day. That's only when I have questions about shipping/orders. If it's a complaint/recommendation, then they never answer

 

[BlahWah]

It might be just whichever office is in charge of handling your complaint. I notice the person replying to me had a Canadian address in her signature. I don't know if it's the same office handling emails for US customers.

 

[astronaut]

Quote:

Originally Posted by Diosabellissima It may have helped that I mentioned that the damn thing exploded in my brand new, $400 Coach purse. lol The purse was fine, though had a few oily looking spots inside- but who cares if the inside is damaged a bit? It's just a purse.

Heck no, I'd be pissed! I'm saving my pennies for a coach purse and I wouldn't want a single spot on it!

 

[CantAffordMAC]

they get back to me pretty quickly....

I hope your guyses issues get resolved

 

[xoxprincessx0x]

Try calling the hotline. That's usually what I do because I have no patience for e-mails. I want solutions, NOW!!! lol