MAC Concession Return Help!

Gudgeon

Hi everyone, this is my first time posting here but I'm looking for some advice.
I'm normally pretty savvy when it comes to getting refunds and exchanges, but this particular occasion has me stumped. I'm really hoping someone can shed some light!

I bought a mechanical eyebrow pencil from a MAC cosmetics stand-alone shop back in early December, in Liverpool. When I came to use it over Christmas I realised that it was faulty- the mechanical tip just doesn't work. It's meant to twist to push up more of the pencil, but it doesn't do a thing. I've lost the receipt and I paid in cash so don't have a statement either, but I was confident I'd get my exchange...

So today off I popped to my local MAC store where I live in Norwich - which is actually a large concession within the Jarrolds department store. The (un)helpful assistant told me that I could not have the exchange because they are a concession. I pushed it, saying it was my statutory right to have a refund or exchange when the item is faulty, but she insisted otherwise. She gave me the number for the Customer Care Service, but it is an 0800 number and I don't have a landline, so it will cost me to call it.

I'll bite the bullet and phone the expensive number if I have to, but it's the first I've heard of concessions in larger stores not having to return something bought in a store, especially when faulty.

So does anyone know if it's true that you can't return items to a concession shop when it was bought at a stand alone shop?!

Thanks!

Fosterdog

Without proof of purchase you have no right to anything at all, for all they know it was bought from another retailer or even stolen.

If the concessions trade as a different company to the parent company you have no rights with them. Where I work we have a dedicated Microsoft counter, the staff are Microsoft trained and they send us merchandise and promo materials. The member of staff wears a Microsoft uniform. But our company owns the counter, supplies the stock and pays the staff. This is quite common in retail

harrys_dad

You can ring 0800 numbers for free from callboxes I believe, if you can find one.

dollywops

You can email them or try live chat. Links below.

http://www.maccosmetics.co.uk/cms/customer_service/contact.tmpl

Hope this helps.

Gudgeon

Fosterdog - really? I always thought that you didn't need proof of purchase in the case of a fault :0 hm, this is a bit of a problem.

harrys dad - a phonebox eh? a rare thing these days but I guess if i find one I could do that. Thanks

thanks dollywops, but when I went to the site it says live chat and email is to talk to a makeup artist, it has all sorts of questions about skin type, so I think it's aimed at cosmetics troubleshooting and tips rather than customer service issues.

frugal_mike

Gudgeon wrote: »

Fosterdog - really? I always thought that you didn't need proof of purchase in the case of a fault :0 hm, this is a bit of a problem.

The rights you have are contractual. If you cant prove you have a contract you can't force the retailer to do anything the contract states.

As mentioned above you could have bought it from a different retailer, from a private seller, or could even have stolen it.

Gudgeon

frugal_mike - damn. You'd think I'd know that since I work on customer services. I guess I just have to hope that they'll do it even without the receipt

wealdroam

Gudgeon wrote: »

thanks dollywops, but when I went to the site it says live chat and email is to talk to a makeup artist, it has all sorts of questions about skin type, so I think it's aimed at cosmetics troubleshooting and tips rather than customer service issues.

Look again at the webpage Dollywops linked to.

There you will see:

EMAIL CUSTOMER SERVICE
For issues related to your order, account, website, product availability or concerns, M·A·C stores or other general questions or comments. Your email will be answered within 24 hours. Email M·A·C.

Also:

LIVE CHAT
Help with a technical issue? – Our Customer Services advisors are available for Live Chat 9am – 6pm Monday to Friday, 9am – 5pm Saturdays and 10am – 4pm on Sundays. Excluding public holidays.

Gudgeon

Oh! I didn't see that! Thanks

bris

Consessions are like franchises, all have different owners, you have no rights to return anything to them as you didn't buy it from them.

Gudgeon

Well I have emailed MAC in the hope that they'll do an exchange anyway. In the meantime I'm going to have a mad hunt for the receipt.

I feel stupid for thinking that I wouldn't need it. I've always thought that when an item was faulty you didn't need proof of purchase. I guess it's because where I work doesn't sell brands etc, the items can really only come from that particular chain of stores, so they allow faulty returns with no receipt, always.

Well thank you for the replies. Wish me luck getting an exchange, and consider me enlightened!