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MAC’s Fabulous Customer Service

Remember when I mentioned having two less than stellar experiences at the Dillard’s MAC counter? Well, I decided to email MAC and let them know about my experiences. MAC, the company, has been very good with customer service in my experience. This situation was no exception.

I got a very nice, personalized email back. I’ve shared some excerpts from that email below.

The email stated that the Dillard’s store was incorrect, and that I could Back to MAC for ANY lipstick except Viva Glam, which I already knew. So that means the Sheen Supreme lipsticks are acceptable for Back to MAC.

“At M.A.C, every effort is made to ensure our counter representatives are knowledgeable and professional, as well as experienced in delivering the personalized service for which we are known. It is important to us that this fine reputation which we have worked so hard to achieve is upheld at all times. For this reason, it is especially disheartening to receive your report, and we appreciate the time you have taken to share your experience with us. Your comments have been forwarded to the management staff, so that they may be used to assess the need for appropriate action.

To credit you for your good deed, the accumulation of six (6) recyclable plastic containers entitles you to select one free M.A.C lipstick as our thanks.

If you bring back six empty containers to a free standing M.A.C store and provide the store with your information, you are entitled to receive a free Lipstick, Lipglass or single Eyeshadow of your choice.

Please note: Since 100% of the retail selling price of Viva Glam Lipsticks is provided to organizations that help people living with HIV/AIDS, Lipsticks in this series are excluded from this program. ”

I was very happy with the email that I received from MAC.

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    • http://sechscrazyworld.wordpress.com Fernanda Siepierski

      I love when brands take the time to send us e-mails like that =)

      It’s so nice and it helps a lot!!!!

      Wish all the brands were like that, but they aren’t – unfortunately!

      • Phyrra

        I honestly didn’t know if I’d get a response, so I was really shocked and pleased that I got a personalized response that actually addressed all of the issues in the email I sent. Other companies often send a form letter and never touch on the issues brought up.

    • Agrimony

      I agree, it is so nice when brands do respond to a customer’s email with a personal reply. Really says a lot about the company in my opinion.

      Now, I hope they get the message to all their stores and counters.

      • Phyrra

        I completely agree! It does say a very good thing about the company when you receive a personalized response addressing your specific issues.

        I think it’s highly likely they will do what they said and contact the manager of that particular store.

    • Inky

      I am so glad you posted this. The last time I had a Back to Mac transaction my local MAC Macy’s counter employee insisted it was a lipstick only but I knew it wasn’t. I did it anyway and also wrote to MAC. They were very gracious and basically said the same thing to me. It’s important we let big companies know about problems because they have to earn my dollars just as hard as I had to earn them!

      • Phyrra

        Yes it is!

    • http://fiercenerditude.blogspot.com/ Vijaya

      Do you know if this applies to the Pro Longwear Lipcremes as well?

      • Phyrra

        I’m not sure. I know the Sheen Supreme and the regular lipstick line are the same price, $14.50. However, you could call MAC or email and I bet they’d tell you ;)

        • http://fiercenerditude.blogspot.com/ Vijaya

          Thanks, I’ll do that! =]

    • http://legothique.com/ Grey

      I think it’s any lipstick/shadow for a MAC store, but for the MAC counters inside a department store it’s just the lipstick. That was the response I got from MAC when I emailed them last summer.

      • Phyrra

        Yeah I got irritated because I wanted to B2M for a Sheen Supreme lipstick and the lady was all ‘Oh the rules changed last month, can only be the regular lipstick line’ and I’m like … BS!

    • http://lycanthropica.blogspot.com/ Holly Jane

      I had the same thing happen here with a brand calles Napoleon Perdis, the instore girl was so rude but after I sent an email they actually called me to ask if it was ok and what they could do for me. Very good. Glad to see M.A.C is on the ball, they are great here in Australia too :)

      • Phyrra

        I’m so glad that they called you :)

    • http://lacqueredpaintedpolished.blogspot.com/ Jessi

      I wonder why the employee at the MAC counter would just make something up like that? I’m guess she was just repeating what her supervisor told her, but its silly they wouldn’t even check for themselves. I have become disillusioned with MAC and all their limited edition collection recently, but this brings them back up in my eyes. Thank you for sharing!

      • Phyrra

        I think the women at the Dillard’s MAC looked at me and didn’t like my appearance, so wanted me out of there. They tried to refuse me returning makeup remover the day after I bought it (bought it at another location other than the Dillard’s MAC). I wasn’t pleased. I had to kind of throw a fit to get them to return it.

    • http://www.twitter.com/pretty_serious Lena

      Last time I was at my nearby MAC counter, I saw a note stuck on the backside of the lipstick cases for their salespeople to remind them that B2M didn’t apply to their Sheen Supreme lipsticks. I’d almost be interested in pushing the issue there, if I had enough items to B2M!

      • Phyrra

        That’s really confusing then. In my email to MAC, I specifically said I had wanted to B2M for a Sheen Supreme, and they said the only ones excluded were the Viva Glam.

    • Sara

      That’s nice to see! I’m not really big into MAC, but now I could see myself being slightly swayed if anything good comes up.

      You should print out that email and have it ready to take with you any time you Back2MAC. :)

      • Phyrra

        Hah, I was thinking about doing that!

    • http://libbyspinkvanity.blogspot.com Kimberly

      That’s good publicity for them to react very cordial and give you a personalized response. Good for you in letting them know about your situation.

      • Phyrra

        I just figured if I had 2 bad incidents in the same store, perhaps other people did, too.

    • Kira

      MAC is amazing. The only thing I found at all disappointing about their website was their lippies (which I spend much of my time dreaming of) weren’t modeled on actual lips, but this is understandable as every person has different lip chemistry.

      • Phyrra

        That’s why I always look for swatches of things online :)

    • http://www.outinapout.blogspot.com Jessica Allison

      Interesting to see so many people talking about MAC’s great responses- I had occasion to email them once after a bad experience. I got the form email telling me they’d received my email, then never heard another word. Oh well.

      As far as the confusion with the lipsticks and B2M,it sounds like some bad communication within the company- my guess is that supplies were low in the Sheens when they first launched (very typical for a launch product to be limited in supply at first) and perhaps there was a temporary restriction on them for that reason. Miscommunication can be as simple as not reading an email. Not that it’s OK, but I see how it can happen.

      And I totally agree, you should print out that email & bring it with you next trip, just to correct their error :)

      • Phyrra

        I’m honestly happy I received a response. I emailed Laura Geller’s cs and never received a response from them.

        The people from Dillard’s seriously irked me to where I don’t want to go back to that store, which is sad because it’s the closest one to my home.

    • http://cosmeddicted.com K / cosmeddicted

      I’m happy that you got good customer service from MAC. They have been pretty awful to me. For example, not letting me into their store (apparently it was 2 minutes past closing time, even though there were tons of people still in the store and I knew EXACTLY what I needed), giving me the wrong product, just being generally unfriendly, etc. I tend to stay away from them!

      • Phyrra

        I’m so sorry to hear that!

    • Gina

      That’s great to hear! It’s so off putting when brands have bad customer service, so kudos to MAC. I feel very lucky to have never really had an issue at a MAC counter. In fact, in the Macy’s near me, the people at the MAC counter are the nicest in the store! Very fun, helpful people. Now, the Lancome counter is another story… :P

      • Phyrra

        Glad to hear the MAC people near you are nice!