multiple problems with mac (especially ny pro store)...please help!

[swaly]

So recently I had a Goldmine e/s that fell apart of its own accord. While waiting for an opportunity to take care of that at my local counter, I ended up a.) receiving Taupeless from maccosmetics.com, completely exploded into a fine dust (but the Skinfinishes were okay...) and b.) visiting my home in NY for a few days. I ended up at the Pro store on Broadway where everything was going nicely and I was getting excited about the pretty colors I wanted to buy ('Texture' is so pretty! So is 'Coppering'! When I'm in a better mood maybe I'll snag one of each.) when I was told that not only could they not take care of my Goldmine (which had no receipt and which I told them was from Nordstrom), they also couldn't deal with the exploded Taupeless, which I had a receipt for! My Nordstrom counter in Providence has always been incredibly helpful when I exchanged colors I didn't like, never asking for receipts or info, just giving me the product I wanted even if I was bringing in used stuff that I just 'didn't like'...how can this Pro store in New York expect me to take responsibility for THEIR bad packaging by paying a return shipping fee and waiting a month for cs to deal with it?
Is there some way around this, or do I actually have to pay extra to make up for maccosmetics.com's mistake?

Please help! I'm a poor college student who can't afford to have randomly exploding eyeshadows and poor customer support.

 

[aziajs]

I think I am confused. So Goldmine is from Nordstrom? But you went to the Pro Store to inquire about it?

If pro stores or freestanding stores deal with online orders then they should have been more helpful with the Taupeless shadow. But they might not. There are several places like that.

 

[leessuuhh]

If you call maccosmetics.com (the number is on the invoice reciept thing) they are extremely helpful with replacing broken items. I recieved my Naked You MSF completely broken & shattered, but they were very kind about 2 day express shipping me a replacement. I didn't have to send anything back either so it was a very easy process. Just tell them what happened, give them the order number & it should be on its way

 

[asteffey]

call mac and tell them your situation im sure they will cooperate. dealing with corporate usually solves things in a matter of a phone call.

 

[Brianne]

Regarding the Goldmine...you can't exchange something bought at a counter at a Pro store. Now if you didn't say you got it at Nordstrom...

Additonally, online purchases can only be returned to the online distribution center, you can't return them to a store/counter, regardless of whether you have a shipping receipt. Definitely call the CS number, I'm sure they can help you.

 

[Dreamergirl3]

Quote:

Originally Posted by leessuuhh If you call maccosmetics.com (the number is on the invoice reciept thing) they are extremely helpful with replacing broken items. I recieved my Naked You MSF completely broken & shattered, but they were very kind about 2 day express shipping me a replacement. I didn't have to send anything back either so it was a very easy process. Just tell them what happened, give them the order number & it should be on its way

**Off Topic** hey! your user name sounds familiar! I think I swapped with you on MUA for Bare Canvas? J/W...sorry to hijack this thread