Is it true that customers aren't allowed to open the drawers in the Mac store even though they are accessible to the customer? This is what I was told by your employee at the Fox hills Mac store. This makes no sense. She said we get it for you. I walked out because I thought she sounded rude. I was looking for a particular lipstick and logically thought the drawers beneath the sample display would be where they were.
Hello,
I recently visited your Riverchase Belk location in Hoover, Alabama. I entered the store on 7/30 /22, around 5 pm. with an attempt to exchange or return a cosmetic item ( lip gloss from a previous MAC location). I also entered the store carrying bags from purchases made at the Galleria mall stores; H&M and Journey's. My most expensive item was a pair of Mary Jane Dr. Marten shoes. While visiting Belk I approached the MAC counter with my lipgloss, 2 bags and a purse book bag, in hopes of a prompt and easy transaction. However, that did not happen. The employee that was on duty was a caucasian female wearing blue and green tinted hair, a black outfit and a pair of Dr. Marten boots. I also notice an african american female servicing a woman with a makeover while wearing a shimmery dress. I did initially speak with the caucasian employee. I do not recall the names of either the caucasian or african american employees, only their outfit descriptions. I do remember the young lady with the colored hair did not appear to have an immediate desire to service me without ongoing conversations with other shoppers. I especially remember a long conversation regarding weight loss solutions and Dr. names that she listed for that buyer in front of me. I did wait for several minutes and conversed with other shoppers while I waited to be serviced. I also noticed a manager that came to the MAC register ( possibly named David) that was assisting with a customer return. I also remember speaking with the MaC employee with the colored hair regarding my admiration for her Dr. Marten boots that she was wearing. and my excitement about my newly purchased Dr. Marten shoes too. During my wait The employee wearing the shimmering dress finally asked me if I needed any assistance and apologized for the long wait. During this time the employee with the colored hair had taken my receipt and lip gloss to partially begin my transaction, but not without more distractions with ongoing customer conversations,and not putting my request first. The employee with the shimmery dress then asked me to step to the Estee Lauder counter to assist with my transaction. The transaction was then moved to a register near the perfume counter. There we noticed neither the receipt, lip gloss nor my debit card in sight. I also noticed that my Journey's bag was not with me. We both hurriedly walked over to the Mac counter in an attempt to locate the lipgloss receipt, the lip gloss, my debit card, and the bag that was possibly left behind. When we reached the MAC counter. I did ask the employee wearing the colored hair and the manager on duty if they had noticed the bag that was left behind, my lipgloss receipt, or my debit card; they both replied NO, THEY ONLY NOTICED THE JOURNEY BAG THAT WAS LEFT BEHIND IN FRONT OF THE MAC COUNTER. I then asked the question, "If the bag was left behind then why did you not place it behind the counter, and what was the lost and found protocol? Her response was" yes I saw the bag sitting in front of the counter but it was not my duty to watch over it. I was not pleased with the response and we did dispute each other's opinions on how things should have been handled. David was present and so were other employees and shoppers. David did explain that he understood me being upset and would log my information and pass it on to the store manager Shelly Fowler. David also asked what the store could possibly do to help resolve this issue. I stated that I would like my shoes replaced. Before leaving the store David told Shelly that the MAC employee had been rude to me and caused a scene, and would be addressed with her employer that was actually a vendor for Belk. I spoke with Shelly and David before I left Belk. Both Shelly and David assured me that I would receive a follow up phone call the following day after reviewing the video footage. I gave them both my contact information and waited to hear back. After not hearing back for several days, I called on the following Tuesday, 8/2/22 to speak with David. I was told by an employee that he was out to lunch and would return my call when he returned. That did not happen. Moving forward, I did not receive a follow up phone call until 8/03/22 in the late evening around 6pm from Shelly. I then drove to the Galleria mall (Belk) store to speak with management in person. Shelly explained that one of the Belk employees had given my bag to a person who was in the shoe department. Shelly also stated that a person called the MAC counter and asked for the Journey's shoe bag that was left behind. She also explained that the employee took the shoes over to the shoe department and handed them to a child that said it belonged to their mother. I did ask Shelly if the employee asked the shopper to present an Id or receipt upon receiving the merchandise. I also asked Shelly for the employee name and if I could somehow review the footage. She answered no. Shelly did not present a professional tone or concern for my item or my embarrassment that I was again facing from a Galleria mall employee due to loud toned conversations and lack of interest in helping to support a customer. Shelly also stated that this issue was not her concern, and that she got driven into it because David asked her to respond to me. She also stated that she did not like my attitude and that I will not receive any help with my behavior. I did ask the manager Shelly for Belk's corporate number and she told me to look it up myself. I also asked her more than once to list her name on the paper and she said no several times but eventually did list her name. I filed a police report. However, I am a resident of Hoover and a loyal Belk and MAC shopper. I have written to ask about the protocol for lost and stolen items inside the Belk store as well as your customer courtesy policy, and the compensated fee for my shoes that was handed to a person that did not originally purchase the shoes,had no evidence of owning the shoes, no identification, or receipt; that were handed to a person by a mall employee. I am especially not pleased with the treatment of the staff members inside of Belk, along with knowing that I am at a financial loss of my $150.00 shoes that were handed to a person by a mall employee without executing proper lost and stolen procedures.
Regards, .
Mrs.Nelson
I'm having a hard time explaining and getting through Mac online customer service when I email them about my issue on my return and what was discussed with a prior representative it seems like they are reading my concern and requests they are just confirming what they see in my purchase.I can forward all the emails to whom it may concern.
I visited the Mac store in Dillards at Zona Rosa Kansas City Missouri last week and was disgusted by the condition of the counters and product! I was looking for some new foundation powder, and after waiting about 15 minutes to be waited on the Mac rep came over and handed me a couple of pressed powder and compacts, Took a Kleenex and swiped it and said I needed use my hands because she didn't have any sponges to sample foundation. 3/4 of the spotlights were burnt out, the place looks like the slums. What's going on MAC??? Totally not the image or the presentation that I've seen in other Mac locations. If I owned Mac I'd be embarrassed!!! I am concerned that your reps are not following guidelines for cleanliness and safety
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