A bit of a different post today, but I wanted to talk to you all about my experiences with MAC shop assistants.
MAC is a brand that I always lusted after, but never thought I would see myself indulging in because as I am sure we can all agree, it is a pricey brand. But last summer I succumbed and bought my first MAC product, the matchmaster foundation. Since then I have added eye liners, mascaras, lipglasses, brushes, primers and an array of MAC lipsticks. For me, the best thing about MAC is their lipstick.
So why is it, that a brand I enjoy using, a brand I treat myself to, leaves me feeling as if I shouldn't be buying from them?
I think it mostly boils down to the service I have received when buying from MAC, a service I would class as some of the most rude, arrogant and down right atrocious service I have ever received from any company, anywhere.
All of my MAC purchases bar two, have been from the Nottingham branch. My other purchases, both lipstick, have been fine. One was from online when the new Hey Sailor! collection came out, and the other at the MAC counter in Debenhams in Highcross, Leicester. The service I received there was actually lovely, full of advice and clarity. I left feeling like I had bought something really special, and would definitely part with my pennies there again.
But the Nottingham branch? Every time I go in there, I have to persuade myself to go in. That it is after all the only place in Nottingham to buy MAC and if I want the product on my mind at that point, that I have to brave it. But after buying another lipstick from there on Friday I have come to the decision that I will never be shopping in that MAC again. So let me explain why.
- Every time I go in there, it is insanely busy. They just seem so unorganised, as if they are lacking in trained staff, and they don't seem to take any notice of customers who have been waiting longest, instead, with no exaggeration, going towards customers who look the part of a MAC customer, before others. Let me give you an example. On Friday when I went in to purchase a new lipstick there were around 4 other customers in the shop. I was told I would be seen to as soon as possible. Cue three school kids, two adults together and another adult coming in to the store. All of which were helped and served before my friend and I.
- The Nottingham staff are also incredibly rude. They never smile (and I am a firm believer that a smile really does make all the difference), they talk in a very 'I'm holier than thou' manner and they make degrading comments about your make up if you are not wearing everything MAC or if your make up isn't perfect. An example. When I went to buy my very first MAC lipstick it was at the end of a very long shopping day. I had been reapplying my lipstick throughout the day but by 5pm it was almost all gone. When inquiring over a red lipstick I was told, "Yeah your lipstick looks a bit rubbish really, your lips aren't very good are they, very feathery", which not only embarrassed me and knocked my confidence, but I was appalled as I have spent many years working in customer facing roles and would never dream of speaking to a customer like that.
- There just seems to be a massive lack of passion from the staff. As if all they care about is getting you in and out and making money. There's no helping you, no advising, no suggestions of specific shades or products. It's forceful service, with a botox face and over done make up. It makes me feel like buying from there is a chore, not a pleasure.
It's just not the kind of service I want from a brand that I spend a lot of money on. It has gotten to the point where I know I will never be buying from that branch again, and I am even considering writing to MAC to air my issues with them.
What do you think of the service you receive from MAC? What is your favourite and least favourite MAC branch?