Complaint: MAC COSMETICS @ THE BAY, Toronto Canada

I'm writing to let MAC cosmetics & THE BAY (hudsons bay) company know about a TERRIBLE Customer Service person working at one of your stores.... I'm taking the time to write this, because as a successful business owner, I would NOT want someone like her to work for me and ruin the business & profits.

Since your site clearly states, you apperently care about your shoppers sales experiences....

(As noted below) then I will take some time to tell you about my shopping experience @ the MAC cosmetics counter.

http://www.hbc.com/hbc/about/contacts/#0

https://www.hbc.com/bay/e_co/ContactCustService.asp?site=BAY&catid=3

http://www.maccosmetics.com/customerservice/email.tmpl

1-800-588-0070

Cosmetics: MAC COSMETICS @ the BAY, FAIRVIEW MALL (416) 491 2010 (416) 491 0151

North York, Ontario, Canada

As a paying long term customer of both stores MAC & Hudsons Bay stores, I really did NOT appreciate this Sales Associates attititude and rude comments. I asked to speak to the manager, because the sales rep was not authorized to do exchanges....So another female was called to the counter, short, dark haired, in her 30s' heavy build, I explained and showed the item to her. I had a damaged Mac powder to return WITH A RECEIPT which was refused to be exchanged by her because the receipt was from December 28th, 2005 and I was asking to exchange it on May 6, 2006.... ( I didnt start using this product till a few weeks ago, but purchased it back in December)

To me, the product, (studio mac fix) looked damaged and dryed out, and as a customer I want a resolution NOT attitude while trying to exchange a product that looked old & damaged to me. She 'assured' me it was all my fault, my skin oils did this, and I should be changing the applicator. I explained nothing changed, Ive been using this for years, I know my skin and this product is damaged and I want to exchange this for a new one. Then she said, "well im not the manager here, im just in charge when the manager is not here"

I said, we're clearly wasting time then, please call someone who is authorized to help because I ASKED FOR THE MANAGER. So apperrenly 'the manager' (blond, older heavy lady and heavy make up) came to counter, I explained my problem to her AGAIN, wasting more time....She said her computer 'wont allow her to exchange" because it has been more then 30 days.... WHAT THE FUCK? Who's in charge here? Whos authorized to do what? what a complete waste my of my time on a Saturday afternoon. BUT NOTHING PISSED ME OFF MORE THEN THIS:

I took the product back from her hands, along w/ the receipt and said, then I will not be shopping here again and THEY BOTH gave me a dirty look and said whispered "GOOD" to themselves, as I turned around and left. Lovely manager and staff, arent they?

I guess I'll take my business elsewhere, because your underpaid employees dont seem to care about customers & any customer service. You should teach them the logic at your next customer service meeting, that the CUSTOMER is always right, and they both, should NOT have let me walk away so unhappy.

***On a side note, those two are lucky I didnt whip that mac powder right in their over maked-up faces :)

Im done with this rant, Hope someone from one of your stores decides to look into this...whoever is responsible.

NOW I ASSURE you, you lost a customer, and 10000's more, because for everyone person who writes to you about complaints, there are 10000's more who are also dissafied, but wont take the time to let people like you know about TERRIBLE people representing YOUR PRODUCT AND BRAND NAME.

Regards

Marina

The following people we're CC'd on this email, just because I felt like it & maybe 1 of them can do something about it.

Email User, Email User, thebay.Email User, isEmail User,

Email User, Email User, Email User, Email User, Email User, < Email User, < Email User, Email User, Email User, Email User, Email User, Email User, Email User, Email User

Email User, Email User

Comment On This

i agree they handled the situation incorrectly. however you are not handling yourself well by making rude remarks about their personal appearance or by cursing. additionally, "whipping" a powder at someone, including an "underpaid retail employee" who you seem to think you are above, is assault.

and, BTW, the customer is not always rright. perhaps this statement was true in the "good old days" when people knew how to treat each other. but now, with all the lying stealing manipulative people trying to get something for nothing it is not. i agree she should have taken back the powder, but your remarks above definitely were not classy or "right" as you say the customer always is.

Comment On This

This is not just a response to the first complaint made, but to all of the complaints made on this site. I find your comments to be extremely entertaining but mostly just sad. My favourite one so far is "i will not spend my time and money on MAC, except for their cream liners (because they're racist to my brown skin). First off, let me assure you that ALL MAC artists are MORE then qualified and educated in dealing with ALL skin colours! And not just colours, types! Secondly, if you honestly thought that they WERE racist to your colour, you PROBABLY wouldn't still be buying their eyeliner...

As for everyone else who has complaints to make about MAC artists, i have a question for you... do you ever find that it's not just MAC artists that have attitudes towards you, but MOST PEOPLE? It is because you are all a bunch of princess' who beleive you are owed something. Read your recepits, be polite, get a clue!

Comment On This

I have worked retail at the management level for a lot of years and I truly feel the old adage "The customer is always right" is a lot of hooey! Customers are the reason we are in business and customer service should ALWAYS be the focus but when it is apparent to the employee that they are being mistreated or taken advantage of of course they are going to stop cooperating with you. That is human nature. It has nothing to do with their position in the store or within life.

In this particular case, every woman who as ever purchased cosmetics knows that companys are very strict with their return/exchange policies on these products as it is unhygenic to resell these items. Knowing that, this "lady's" approach to receiving some satisfaction should have been to approach the Head Office with her complaint as any smart minded employee would not risk their job just because some questionable customer is bringing back questionable product. If she didn't receive the results she wanted from the H.O. then she should have chalked it up to experience. Besides, you should only be purchasing cosmetics when you are ready to use them as they have a very small shelf life and using older makeup is bad for your skin.....but who I am to question her buying habits....I am certainly not a successful business owner and I think things like our health care system and funding in our schools is something I would rather sit down and create a stink over.

Oh yeah, as for using profanity and threats, GROW UP!!!!! "Successful" business owners know that this is an absolute no no.I can only hope that someday someone comes into your "successful" business and offers you a first hand look at how you behaved....now that's called karma...look it up!

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the bottom line is that retail sales people deal with far to many customers who want to abuse return policies, and demand service that is not theirs to demand.

NO ON IS ABOVE ANYONE. its about time people got that into their heads. lets start treating eachother with a little respect!

that mac artist is probably just venting (not reping the company) because they see this all the time and yet while the customer can complain and get all huffy the sales person gets shit on. but they have to keep quiet to keep their job? what kind of world do we live in?

as customers we should be disgraced at the attitude that we give to other people in the service industry, and expect them to take it. DISGRACED

Comment On This

If you are going to speak as a Mac representative, I would advise you speak to their customers in a manner that adheres to the customer philosophy of the company, I am just going on a limb here to assume Mac does not wish their artists to call customers "spoiled infants" and offer them 30$ to shut up. Maybe I am wrong?

Comment On This

As a MAC artist myself it pains me to read this. I have worked for the company for years. In both MAC store locations and Bay locations with an EXCELLENT staff. As a company we pride ourselves on our excellent customer service and it is a major priority for all employees to ensure 1)the customer is serviced appropriately 2)MAC policies are followed 3)that customers do not try to abuse said policies and or staff 4)the products are showcased in the appropriate ways 5)that all cutomers no matter what age sex or race feels welcome and comfortable 6)look the part of a professional MAC makeup artist

Now let me clear some things up for you...

you have no clue what you are talking about and I'm sure you walked in there and already knew that you were in the wrong for trying to bring back a product that you purchased 5 months ago so you were automatically defensive.

the policy is that you may return or exchange any product within ****30 days*** with a recipt and the product may be LIGHTLY used.

Once your recipt is basically void for all returns it is no longer the duty of the staff member to baby you and give you what you are having a tantrum like a 3 year old for.

Aside from that product that they cannot help you with i'm sure that they would be glad to help you with absolutely anything else in the store because their hands are tied on the other product. If you dont like that dont give them attitude just go above them to head office where if the company wants to help you they will, but frankly you cannot ask a staff member to break policy for you and risk their jobs.

Had you assaulted them with a product (as you mentioned that they were lucky you didnt) because you were dissatisfied that you could not get your way they would fully be within their rights to charge you. and all for what a Studio Fix? I'd give you the $35.03 myself just to shut you up about this insanity, ranting to the company and anyone else who will listen because you are acting like a spoiled infant.

I have found that many customers make false assumptions of the attitude of MAC staff because we have a certain style that can be quite intimidating, we are aware. However I know that everytime I service a customer I try to let them know that we are not all that scary and we only want to do our jobs. I try to make sure that every single customer that leaves my store is leaving feeling like they have a new friend at MAC, however there are some customers that like to express their inner mental turmoil and dump their frustrations on us, so it does take its toll. I often take it personal when I smile and give my best service to a customer and they give me nothing but attitude for no reason at all. Being exposed to that day after day after day makes a person hard to the world gives them a chip on their shoulder and thus an attitude can be born. Its like breaking the spirit of an animal who was content in the wild.

When I go to return a product at any store I make sure to read the return policy in depth and make sure that I am well within the right to return. I also explain my situation whatever it may be in great, calm, detail. so that the staff member does not feel like I'm attacking them. If however they explain to me that I may have missinterpreted or voided the redurn in any way, I trust that they are not trying to give me a hard time they are just doing their job and following the rules.

I assure you that if you dont try to abuse the system and dont walk into a MAC location with a chip on your shoulder and dont judge us by how we may appear without speaking to us, you will recieve the best most in depth customized service of your life.

Comment On This

My dear Marina. I am so on your side! What has been done to you has been done to me. Maybe if they were paid better they'd be inspired to take more initiative. Those silly gilrs in the inept comments I've been reading astounded me with the way the world is going. People have gotten so stupid and refuse to think before opening their mouths. I also totally get it when you said you didn'topen it until much later. This to me is VERY normal and I won't let those girls who are given to instant gratification let you what's right and what's wrong. They're the ones who open stuff up and use half of it before they realize they've used it excessively when prowling for a boyfriend who tells her so! Oh Marina you got me on a roll! Stay true to yourself!! Teri and Bunkie

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Though i never returned any cosmetic at any company store but i completly agree, mac representatives are rude and careless. I faced a racial discrimination attitude most of the places at mac. Representatives dont care to attend any brown skin customers as if they are scared to touch or work on brown skin. they try to keep themselves busy somewhere else so avoid brown skin customer. And i dont want any makeup artist to show his or her expertise on my face but even though i selected the products on my own, they dont even care to pick those products packed and hand it over to counter. i had to call one representative and request her to pls get me the brush and eyeshade to the billing counter. Bcoz of such attitude at mac store, i prefer to spend much time and money at other cosmetic stores. its just i buy creme liner at mac. i heard lot of ppl talking about their great products but such attitude of mac workers always kept me away from trying mac stuffs. i loved sephora, seems they really care for customers.mac brand seems racist and i experience that at each store whether its bay or mac store itself.

Comment On This

Wow, you sound like a total bitch. Why would you buy makeup and not even so much bother to open it until 5 months later? That's stupid, no one does that. You probably used it all up and wanted another one for free. It was a pretty dumb ass move on your part so you have no one to blame for being out $20+ but yourself. But being such a "SUCCESSFUL" business woman yourself, $20 shouldn't be such a big deal to you, right? If you ask me you're lucky their only response was "good" and they didn't turn around and throw something at you!

oh and PS using the retarded phrase "the customer is always right" almost always proves that they're wrong. Maybe I should come into your 'successful business' and insist that something is free - i guess you'll have to give it to me for free because I'm the customer, and I'm always right. Good grief, are you honestly that stupid or just pretending to be? Furthermore, using "fuck" in a letter to the company probably isn't helping your case.

Bottom line - you need to get a life.

Comment On This

wow lady, give your head a shake.

don't expect someone to exchange the makeup when you purchased it 5months previous, and its all nasty looking.

your ridiculous for going there and making a scene, and saying how they sales people were rude.

you write a complaint letter and make fun of these sales assosiates saying how they were "heavy build, heavy makeup"

I gaureentee your one of those snotty ass ladies who thinks they run the store..

grow the FUCK up, your pathetic.

Comment On This

I agree with you somewhat, ive noticed mac sales people at the bay are very rude, specially at the eaton centre bay, i always regret buying mac stuff from there. they're always in a hurry to finish the sale. even the chanel sales people are horrible at the bay.

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being a "successful business owner" as you claim to be, you would know that the old saying "the customer is always right" is in fact NOT true! It is common knowledge that many companies (and it is stated on the back of the receipt) has the right to refuse return on ANY item that is returned after 30, and it is to the DISGRESION of management if any refund/compensation is to be given. You bring a compact that looked old, used, and purchased 5 months ago, and expect them to click their heels in glee over you trying to exchange it??? Its not Nordy's that will take everything and anything back regardless of it's condition!!!!

You sound like someone trying to abuse the system...and word to the wise....dont claim to be a succesfull business owner and then write the most piss poor complaint I have ever seen!!!!

Comment On This

Yes I have noticed the Employees at the MAC counter have no respect for any one customer. That is why i want to work for MAC and show them up on how to treat customers. Were all human and i don't know what it is about MAC but majority of the ladies that work there have a very "I'm Better than you" attitude...I tried to speak with the manager as well but it was not regarding their products it was because i wanted to turn in my Resume. They told me the manager went home. I told them well i had been told earlier she/he would be going home til' 8pm and the responded "Well she's not here right now so you cant talk to her"..it was very discouraging but wat can i do??

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1. That's why stores have policies; The Bay has a 30 day return/exhange policy - who are you to break it??

2. You can't use make-up and then expect them to take it back - that's disgusting.

3. They are right about the studio fix being damaged due to moisture - oil - being deposited into the product. It ruins the consistancy of it! It's not rocket science.

4. A LOT of girls try to exchange used studio fix compacts after a LONG period of time; they have heard every excuse in the book! Dish out the money and buy a brand new one like everyone else!!

LOL

Comment On This

1. That's why stores have policies; The Bay has a 30 day return/exhange policy - who are you to break it??

2. You can't use make-up and then expect them to take it back - that's disgusting.

3. They are right about the studio fix being damaged due to moisture - oil - being deposited into the product. It ruins the consistancy of it! It's not rocket science.

4. A LOT of girls try to exchange used studio fix compacts after a LONG period of time; they have heard every excuse in the book! Dish out the money and buy a brand new one like everyone else!!

LOL

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If you are going to write a complaint and expect to be taken seriously, I would advise checking your spelling and refraining from swearing.

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Wow, you seem extremely angry. Your another Mac hater aint ya? Sounds like you have a personal vendetta against these girls. And why should u be able to return old, used makeup? What makes you think its ok to do that? I bet you were the one who was extremely rude to those poor girls. Dont hate, stop being so cheap. And stop being another chronic returner at the Mac counter!