UK Customer Service

[trollydolly]

I just thought id let everyone know what great experience I had with Mac last week.
I ordered some things online from the N Collection wednesday last week (my order totaled over £100) and they sent me an email telling me when my order had been dispatched and told me that I could track my parcel online. So when I still hadnt recieved my parcel by saturday I tracked my order online with parcelforce. And it said my parcel had been delivered to me on the friday and signed for by COOK. For a start my surname isnt COOK and secondly I hadnt had anything through the door saying that the delivery man had left my order with a neighbour.
So i went and checked with my neighbours to see if my parcel had been left with them and it hadnt. So i sent customer service an email explaining everything on sunday. I thought id leave it a few days and then give them a ring to see what they could do about it. Then on tuesday morning there was a knock at my door and mac had re sent me all of the items id ordered! at no extra cost! they included a letter saying that they were sorry for any inconvinience caused and they didnt know what had happened to my first parcel they sent me.
How great is that customer service!! they didnt even phone me after i sent them the first email, they just sent everything again without even questioning it! I love mac more than ever now!
laura

 

[Luceuk]

That's lovely, most companies wouldn't do that if a package was lost in the post. They'd say it wasn't there responsibility or something like that.

 

[Jot]

Fab and good for MAC. Thanks for sharing with us and spreading the good word x

 

[JoeyEmma]

Quote:

Originally Posted by trollydolly I just thought id let everyone know what great experience I had with Mac last week. I ordered some things online from the N Collection wednesday last week (my order totaled over £100) and they sent me an email telling me when my order had been dispatched and told me that I could track my parcel online. So when I still hadnt recieved my parcel by saturday I tracked my order online with parcelforce. And it said my parcel had been delivered to me on the friday and signed for by COOK. For a start my surname isnt COOK and secondly I hadnt had anything through the door saying that the delivery man had left my order with a neighbour. So i went and checked with my neighbours to see if my parcel had been left with them and it hadnt. So i sent customer service an email explaining everything on sunday. I thought id leave it a few days and then give them a ring to see what they could do about it. Then on tuesday morning there was a knock at my door and mac had re sent me all of the items id ordered! at no extra cost! they included a letter saying that they were sorry for any inconvinience caused and they didnt know what had happened to my first parcel they sent me. How great is that customer service!! they didnt even phone me after i sent them the first email, they just sent everything again without even questioning it! I love mac more than ever now! laura

Now here is the moral dilemma- what would you do if somebody knocks on your door tomorrow morning and has the original package that got lost? Would you keep it or send it back or sell it on Ebay?

 

[trollydolly]

Quote:

Originally Posted by JoeyEmma Now here is the moral dilemma- what would you do if somebody knocks on your door tomorrow morning and has the original package that got lost? Would you keep it or send it back or sell it on Ebay?

haha well i did think about that...i suppose the right thing to do would be to send it back...what do you girls think?

 

[trollydolly]

Quote:

Originally Posted by Jot Fab and good for MAC. Thanks for sharing with us and spreading the good word x

not a problem! it just goes to show how great mac can be at customer service. not all companies would have done what they did!

 

[JoeyEmma]

I couldn't keep it as everytime I picked up one of the items I'd be reminded of how I didn't pay for it. On the other hand, sending it back will cost you money in P&P and why should you have to pay for their mistakes. Finally, there is a bit of me that thinks we get ripped off over here for the cost of our MAC eg £10 for a shadow compared with $14 in the US and I'd get pi$$ed off with them and flog it on ebay!

 

[x.DOLLYMiX.x]

Wow thats amazing, really good customer service

 

[Jot]

Quote:

Originally Posted by trollydolly haha well i did think about that...i suppose the right thing to do would be to send it back...what do you girls think?

The right thing would be to send it back. They have been good enough to resend without question. However it wouldn't be an easy thing to do! x

 

[trollydolly]

im really hoping the first package doesnt find its way to me so i dont have to send anything back!