What's the deal????

[euphrosyne_rose]

I really love MAC. It's my fave line of cosmetics. BUT... the c/s at the store I frequent SUCKS. I know I'm not the only one who has this problem, but I needed to vent.
The closest store to me is 45 minutes in either direction, but I go to a particular one b/c I have friends and relatives that live in that city so when I go for a visit, I make sure to go to that store. The freestanding one in the mall is the one I go to b/c the store in Dillard's doesn't do the palette refills.
Anyway, this past Saturday I went and the store was somewhat busy but there seemed to be plenty of employees. I went in and browsed and had 2 employees glance in my direction, look me up and down, then go back to what they were doing.

No smile, no greeting, NOTHING.
After 45 MINUTES of browsing and waiting for someone to help me, I got fed up and walked out. Usually I have to walk up to the register counter and flag someone down to ask for what I'm looking for but I just didn't feel like having to do that. I try to go keeping in mind what I want to get, but that's not always the case and sometimes I would like to have someone help me choose a few things.
So, I went to the other store in Dillard's and got helped right away which was nice, but it sucks b/c I love the palette refills and I can't get those there. I ended up getting a Lipglass, eye pencil and a p/p, but I did want a few refills. SIGH. What's with my store?????

 

[FiestyFemme]

That's terrible.
I know when my counter is busy sometimes it takes awhile to get help, but someone always ends up helping me and not because I had to chase them down.
My counter is actually really really good about customer service.
It probably helps that I know most everyone who works there now, but I never had any trouble before I knew them either.

 

[Mabelle]

does that happen to you often?
if it does, well, the only real way to implement change is to complain to management or call someone at mac. If a customer calls head office to complain about service in a particular store, you bet there district manager is going to be on the phone with them that day or the next. All it takes is one complaint.

 

[Nepenthe]

I've only had positive experiences so far, but this is a huge pet peeve of mine at any store. Call the store and ask to speak to the manager. MA's working at MAC are very much in a c/s position, so I don't really understand why this is such a common occurance.

 

[Brittni]

The same exact problem at my store: I drive 45 minutes to get to the mall and no matter if they are busy or slow they don't give you the time of day. The one time they did mention to tell me about their new Electroflash MES and I happily said I was already familiar with them (showing that I'm a MAC enthuasiast or whatever) they snubbed me off and didn't help me at all anymore.

My store also completely sucks because they NEVER have sample jars in stock. I've counted the last 5 times, spanned out over MONTHS, and they're always out. I finally got fed up and asked last time about this. All they said was that they can't put in an order to Corp. for more. LAME.

I've been wanting to call and complain but I can't even be bothered to look for the number. Just thinking about it irks me, though. I think I might call now.

 

[Mabelle]

you should. i've heard so many complaints about mac muas thinking theyre better than the customer, acting bitchy and snobby and just being down right rude. Nothing will change unless someone says something.

There are so many great mac ma's out there, but the bad ones ruin the whole experience.

 

[euphrosyne_rose]

I went ahead and emailed CS on the website. The last time I emailed them was b/c I had such a GREAT experience but it was at a store that I hardly ever visit. I had to comment on how great the service was b/c I get snubbed every other time at my regular store. I asked them to please pass on my comments but if I don't hear back, I'll call the number and talk with someone!

 

[Shaquille]

you've gotta act like you don't need them.. you've gotta act smart, a bit of a snob, and be independent. When you need them, call them.. don't smile or be nice, but don't be mean either.. act like they need you and not the other way around..

at least that's what I do when I go to that kind of store.. and they regretted what they had done when I'd walked away.. I'm sure..

 

[purrtykitty]

Good for you for contacting MAC. They are adamant about having great CS and your comments will be forwarded to the DM and SM.

 

[euphrosyne_rose]

Quote:

Originally Posted by purrtykitty Good for you for contacting MAC. They are adamant about having great CS and your comments will be forwarded to the DM and SM.

Awesome! Hopefully things will be different the next time I go in that store, though I know I can't be the only one who has complained.

 

[Simply Elegant]

Well that's not good. If you've already complained and nothing's changed I'd try a new store. Definitely not all MAC stores are like that though because I've never had a bad experience at MAC ever. They're all really good.

 

[euphrosyne_rose]

Quote:

Originally Posted by Simply Elegant Well that's not good. If you've already complained and nothing's changed I'd try a new store. Definitely not all MAC stores are like that though because I've never had a bad experience at MAC ever. They're all really good.

This is actually the first time I've complained, but I plan on checking things out again the next time I go to visit my fam/friends and if it's the same, I'll just have to visit the other store and get my palette refills somewhere else.

 

[Nepenthe]

As an afterthought..

If you find that the next time you visit things haven't changed, make a point to drag help out of the MA. When you've spent a sufficient amount of time testing, putting together looks, and have everything you want.. ask to speak to the manager. Inform both of them, that due to your terrible c/s experience last time.. and the reluctance on this visit, you will be phoning in the entire order via the website - and walk out.

Muahaha.

 

[MiCHiE]

The squeaky wheel gets the oil. You need to speak up and let the MUAs know that you need help. Not every person in CS is up for the job, but a customer should never suffer because of this. I'll give them the benefit of the doubt and say maybe they can't read "help me" in a customer's face. Next time you go, let them know that you would like assistance and, if the problem persists, by all means speak to a mgr.

 

[ms.marymac]

I have a question...were the MAs helping customers standing (like doing swatches and such) or did they have people in the chairs?

 

[euphrosyne_rose]

Quote:

Originally Posted by ms.marymac I have a question...were the MAs helping customers standing (like doing swatches and such) or did they have people in the chairs?

One or two of them had customers in chairs but the other 2 or 3 were standing behind the "counter" straightening products and talking to each other. They would occasionally look up, glance at me and a few other people, and go back to talking. Once or twice I tried to get their attention but it was like they weren't into helping me or anyone else around me.

 

[Simply Elegant]

Quote:

Originally Posted by euphrosyne_rose This is actually the first time I've complained, but I plan on checking things out again the next time I go to visit my fam/friends and if it's the same, I'll just have to visit the other store and get my palette refills somewhere else.

Okay. Also keep in mind that there are different sorts of customers. Some people really don't like being asked over and over again if they need help and feel like they're being suffocated so when they looked up maybe they were waiting for you to say that you wanted something. I don't know, I wasn't there but maybe their intention wasn't to ignore you.