Make Up Returns?

shandyclover

17 yo DD went to the local MAC makeup counter. She has very pale porceiline skin and was looking for a 'proper' foundation, concealer and powder. She spent just over £100 hard saved money then met me a half hour later for coffee. It was obvious to her, her uncle, her boyfriend and me the foundation was clearly visible and not matching at all. She was almost in tears saying the MAC sales rep had talked so quickly and hurried her along, her manager coming up asking 'aren't you done yet?'. When she applied the foundation to her face she'd opened a new packet and used it straight from there, I've never bought from MAC, but thought that was a bit strange?. When DD asked if she could step outside with their little mirror to see the foundation in the daylight she was told no (?!) all the while sales rep telling her this foundation was the perfect match for her skin, looks great on her etc.etc..

DD and I then proceeded to Bodyshop. They removed the ghastly too dark foundation and chose one that matched perfectly - the kind you can't tell you have anything on. Asked her to go outside look in a mirror and see what she thought. Then gave her 2 samples to take home telling her to come back when she felt sure which one she liked best. What a difference in customer service and experience!

In the end I went back to MAC with DD cringing with embarrassment but me determined to teach her customers have rights and sometimes you must demand them. I explained lack of satisfaction with the product and asked what they suggested. They refused a refund even though it was the sales rep that had opened and used the product but after me asking to see the manager we did get an exchange and finally got something that matched her skin though no where near as good as the Bodyshop one. Whole experience soured us both on MAC though - I found them patronising and hard sell, and I have to say we both vowed never to go back - which is really their loss as daughter is going on to study stage makeup so could have been a future customer. On the other hand I went back to Bodyshop and commended the staff there for taking their time and not seeing an inexperienced teenager as an easy target to sell.

NGlady

Hmmm that isnt good - couldnt your daughter have told the pushy sales lady she would rather not commit to anything at this moment and would come back later on in the day (or not lol) when she has had chance to see if her skin likes it etc? I had to do this on the Minerals stand in house of fraser as they made me look like a drag queen lol.

The_Hallowed_Way

DD? Is it too much effort to type 'daughter'?

KeithP

The_Hallowed_Way wrote: »

DD? Is it too much effort to type 'daughter'?

I think a lot of people have a lot of trouble spelling [STRIKE]doorter[/STRIKE] [STRIKE]daugther[/STRIKE] the word.

mum2one

I would write to direct to Mac head office and put in the complaint with them, as in store your just a person whose money they want, and therefore by getting the issue "resolved" they can pass it off, when your paying that much take it up the ladder. x

gemstars

I'm sorry your daughter had such a negative experience - at 17 I wouldn't have been as consumer rights savvy and could have quite likely been pressurised into buying as your daughter was.

I love my local MAC stalls, the girls are always friendly, helpful and don't pressurise. I'm sure MAC would be very keen to know about the poor service you received so I agree with mum2one and encourage you to write to their head office.

Mankysteve

The far too much foundation seems to be in fashion with certain groups nowadays. Unfortatnly as your DD went to them I suspect legally there's not a lot you can do.

epatolles

don't want to be negative or anything but you should use this as a learning tool for your daughter.
As suggested above she needs to learn how to deal with horrible pushy sales people as she'll come across them more and more in life.
She needs to learn good practises such as "I just want to see how long this lasts... if its ok I'll come back tomorrow and buy it" they cannot force her to buy the product.
I used to be a bit of a pushover with sales people but now I use lines like above and feel much more confident when they are trying the hardsell on me because I KNOW I won't be buying it. the more they push the easier it is for me to say no

OnTheUp_2-2

Christ give over the girl is 17!!

If your DD (oh and millions of people use the abb DD on forums, nowt wrong with that) received advise from the MAc counter girl then its partially her responsibilty.. that is what they are trained to do!!!

I have used mac for years and find the girls great at Tunbridge Wells, but I can assure you if I went for their advice and then purchased make up based on their recommendation and then realised it was severely wrong , i would go straight back.

I think Mac would be horrified to hear the way your DD was treated and pushed to purchase incorrect makeup.

I have NEVER heard of anyone selling a new product that they have opened to try, to a customer and I have friends that are make up artists that work for various companies. What the person has done, she has chosen the colour she thought suitable and then found she did not have a tester open so has opened a new one then proceeded to sell your DD the open bottle.

If the colour was not correct, then what would the girl have done as she had just opened the bottle?? Its is this that makes me believe that it was in fact meant to be her tester.

IF she had sold you a new sealed bottle then when your DD and yourself had seen it was not the correct shade you would have been able to exchange it.

The fact that she did not allow your dd a chance to look at the make up in natural light is appalling and she has preyed on your dd age for a quick sale.

yes your daughter has learnt a lesson, but it should not be at her expense. i would not let this drop and would get in touch with their head office

shandyclover

DD may be 17, but is very shy and has only just started wearing make up. She'd saved up and gone to MAC because she'd heard they were the best for matching difficult skin. Her style is very different to what is popular today, with very pale skin and dark hair, she has never used fake tan or the orangey foundation alot of her peers go for. I think the reason she let herself be talked into the purchase was the sales rep made her up just like herself and told her how amazing she looked!

I think this experience has taught her quite a bit. Like many here have said - it's ok to ask for some time to think about it and if she feels preassured to just walk away. I did think it really strange the SR opened a product rather than using a sample. When I went back the second time and I spoke to the manager I believe she would have refunded the money if the product had not been opened. The SR DD bought from was on a break, so manager could not confirm it was her who actually opened the product. Perhaps it would not have happened if the counter had not been so manic - for some reason there seemed to be about 20 women getting make overs or in a Q, so the girls were under alot of pressure. To be fair the manager was polite and called another SR who also had skin tone very like my daughters and sorted her out with a replacement. DD did say though - once she's finished the MAC stuff she's going back to Bodyshop as she liked the sample they gave her far better. If nothing else DD suddenly has a new found respect for Mum, asking my advice where she wouldn't have before, and I've realised the need to teach my 4 daughters to basics in consumer rights.

epatolles

shandyclover wrote: »

DD may be 17, but is very shy and has only just started wearing make up. She'd saved up and gone to MAC because she'd heard they were the best for matching difficult skin. Her style is very different to what is popular today, with very pale skin and dark hair, she has never used fake tan or the orangey foundation alot of her peers go for. I think the reason she let herself be talked into the purchase was the sales rep made her up just like herself and told her how amazing she looked!

I think this experience has taught her quite a bit. Like many here have said - it's ok to ask for some time to think about it and if she feels preassured to just walk away. I did think it really strange the SR opened a product rather than using a sample. When I went back the second time and I spoke to the manager I believe she would have refunded the money if the product had not been opened. The SR DD bought from was on a break, so manager could not confirm it was her who actually opened the product. Perhaps it would not have happened if the counter had not been so manic - for some reason there seemed to be about 20 women getting make overs or in a Q, so the girls were under alot of pressure. To be fair the manager was polite and called another SR who also had skin tone very like my daughters and sorted her out with a replacement. DD did say though - once she's finished the MAC stuff she's going back to Bodyshop as she liked the sample they gave her far better. If nothing else DD suddenly has a new found respect for Mum, asking my advice where she wouldn't have before, and I've realised the need to teach my 4 daughters to basics in consumer rights.

I am glad she has found a suitable product in Body Shop. I am really pale - I can't get foundation from most brands because they are too yellowy. I actually use Estee Lauder and the women on those counters tend to be really helpful and really polite. I think Estee Lauder probably attracts an older customer than myself so they generally have more time for you as there isn't queues of young girls. they also give freebies too if you buy something!