So after the whole fiasco last week, and my much-longer-than-I-expected-it-to-be post yesterday, MAC Online have finally sent out my two missing orders. So I should be able to pick everything up from my granny's house this weekend. Yay!
It was getting to the point last night where I was beginning to wonder if they were ever going to send things out, and was going to speak to customer services (again) tonight if I hadn't heard anything yet. But I checked my email while I was getting ready for work this morning, and I received two shipping confirmations at around 1:30 this morning. <3
Can't wait to post my haulage!
Showing posts with label Customer Services. Show all posts
Showing posts with label Customer Services. Show all posts
Tuesday, 10 March 2009
Monday, 9 March 2009
All Hope Is Not Lost!
First things first, here's the text-version I promised you guys, for the YouTube video embedded in the previous post.
I had been waiting with bated breath for the release of the Hello Kitty collection. Even though I knew it wasn't due for release until Thursday March 5th, I found myself checking the website during my lunch hour, checking it after work just before I left, checking it again multiple times at night - I really, really did not want to miss it.
Last Wednesday, the day before the official UK release date, Hello Kitty went live on MAC's website. I was just about to leave work, had my coat on and ready to head out, but while I waited for my friend to finish getting ready to go, I checked the website. And there it was. And the feeling that overcame me was something between childish glee - and abject panic. I was about to leave work and didn't think I would have time to place an order, so I very nearly left it until I got home. But my friend was taking her time, so I decided to order.
And ladies (and James), let me tell you, it was a big order. I was so excited and as I went home it was all I could think about. I'd ordered my Hello Kitty items! Huzzah!
Of course, it turned out to be a good (and bad) thing that I had ordered online before heading home. My bus was majorly delayed due to an "incident" in one of the neighbourhoods it has to pass through, and had to go through this INSANELY PACKED police detour. (The incident involved, by the way... all of us on the bus heard/thought someone had been shot and when we saw a bundle of white up the street we all thought it was the body. No, turns out, someone was stabbed in the arm and the bundle of white was just a duvet, haha). All the while my aunts were texting me - we were supposed to meet some friends at a restaurant for dinner at six. In the end, they picked me up across the street from my home bus stop and we headed straight out - I didn't get home until after 8ish and by that time things on the website had started selling out.
It was at this time that I decided to order the rest of the items - the glitter eyeliners and a couple of other things that I was after, such as Eye Kohl in Fascinating, and a Bare Study paint pot. After this, I also ordered the two makeup bags that hadn't been in my first two orders. I was excited beyond belief - I was getting one of everything from the HK collection, bar three accessories that I wasn't interested in anyway. Score!
BUT then came Thursday.
I had a missed call on my mobile phone and a voicemail. Because I was at work I couldn't answer the phone, but at noon I checked my voicemail - it was a lady named Sandy at MAC Online, asking that I call her back about my order, and that "the other would not be released" until she had spoken to me. Immediately I started to panic kind of... Thinking she was calling to tell me I couldn't get some of the items. Which then turned from panic to slight annoyance - nothing was sold out when I'd ordered it so if they were telling me now that it was, I would not be a happy bunny.
I tried calling her back. No dice - I kept getting through to voicemail. I left one message, but I kept calling back and there was no answer. Eventually I called MAC Online's main customer service number, and explained to them what was going on. She got through to the first person's team and asked one of them to call me back. About an hour and a half later, I finally got a callback.
Basically, because it was a big order (and was in three sections, haha), and because the delivery address is different from my billing address, they wanted to do some extra security checks. We went through all of that - which was kind of funny, because she asked me why it was three orders (I couldn't make up my mind what I wanted and didn't want), why it was being sent to an alternate address (nobody where I live is home during the day, so I send packages to my grandparents' house since they're retired and at home to accept them for me), and then asked "Why did you order so much? Is it for personal or business use?" It made me laugh and I explained that it was just one of everything from the HK collection (which she'd see if she looked at the actual order...)
Anyway that was done and when I got home that night I checked their website and the order status had been changed from Processing to In Warehouse, to be packed. So I was very happy.
Until the next day, when I received an email in late afternoon telling me that "Due to the extreme demand of our Hello Kitty collection, the following items were sold out by the time the order was sent to our warehouse."
NOT. Happy.
I placed my order within the first hour or so that the collection was on their website, it was delayed by THEM and not me, and because of that delay I couldn't get 13 items on my order. I Called to complain but was put through to somebody to just tell me which items weren't being sent. Sigh. Eventually I managed to get an address for some manager lady to send a complaint to. I've written a letter of complaint and am sending it this week. I just really do not think it's cool that the delay was on their end and nobody bothered to reserve the items for me pending the security checks - had they not done them in the first place there would have been no issues with my order.
The GOOD news and happy ending to this story, is that when I got home that night I called my local MAC counter (at Meadowhall in Sheffield, those chicks rock out loud!) and explained my situation, and the girl I spoke to went through my "missing items" list and put away everything that wasn't being sent. The only thing I couldn't get was the mirrored key clip, but I can live without that.
So, I've got my first HK haul! I've put a video on youtube, which I will put on here when I get a chance, and will upload haul details with photos and swatches later.
Hopefully more to come soon! The two makeup bags have been dispatched already and should come soon, but the two makeup orders are still showing as In Warehouse - and this makes me a little nervous. So fingers crossed that there are no more issues, and I'll post them when they get here.
Hope you all had a fabulous weekend! =]
I had been waiting with bated breath for the release of the Hello Kitty collection. Even though I knew it wasn't due for release until Thursday March 5th, I found myself checking the website during my lunch hour, checking it after work just before I left, checking it again multiple times at night - I really, really did not want to miss it.
Last Wednesday, the day before the official UK release date, Hello Kitty went live on MAC's website. I was just about to leave work, had my coat on and ready to head out, but while I waited for my friend to finish getting ready to go, I checked the website. And there it was. And the feeling that overcame me was something between childish glee - and abject panic. I was about to leave work and didn't think I would have time to place an order, so I very nearly left it until I got home. But my friend was taking her time, so I decided to order.
And ladies (and James), let me tell you, it was a big order. I was so excited and as I went home it was all I could think about. I'd ordered my Hello Kitty items! Huzzah!
Of course, it turned out to be a good (and bad) thing that I had ordered online before heading home. My bus was majorly delayed due to an "incident" in one of the neighbourhoods it has to pass through, and had to go through this INSANELY PACKED police detour. (The incident involved, by the way... all of us on the bus heard/thought someone had been shot and when we saw a bundle of white up the street we all thought it was the body. No, turns out, someone was stabbed in the arm and the bundle of white was just a duvet, haha). All the while my aunts were texting me - we were supposed to meet some friends at a restaurant for dinner at six. In the end, they picked me up across the street from my home bus stop and we headed straight out - I didn't get home until after 8ish and by that time things on the website had started selling out.
It was at this time that I decided to order the rest of the items - the glitter eyeliners and a couple of other things that I was after, such as Eye Kohl in Fascinating, and a Bare Study paint pot. After this, I also ordered the two makeup bags that hadn't been in my first two orders. I was excited beyond belief - I was getting one of everything from the HK collection, bar three accessories that I wasn't interested in anyway. Score!
BUT then came Thursday.
I had a missed call on my mobile phone and a voicemail. Because I was at work I couldn't answer the phone, but at noon I checked my voicemail - it was a lady named Sandy at MAC Online, asking that I call her back about my order, and that "the other would not be released" until she had spoken to me. Immediately I started to panic kind of... Thinking she was calling to tell me I couldn't get some of the items. Which then turned from panic to slight annoyance - nothing was sold out when I'd ordered it so if they were telling me now that it was, I would not be a happy bunny.
I tried calling her back. No dice - I kept getting through to voicemail. I left one message, but I kept calling back and there was no answer. Eventually I called MAC Online's main customer service number, and explained to them what was going on. She got through to the first person's team and asked one of them to call me back. About an hour and a half later, I finally got a callback.
Basically, because it was a big order (and was in three sections, haha), and because the delivery address is different from my billing address, they wanted to do some extra security checks. We went through all of that - which was kind of funny, because she asked me why it was three orders (I couldn't make up my mind what I wanted and didn't want), why it was being sent to an alternate address (nobody where I live is home during the day, so I send packages to my grandparents' house since they're retired and at home to accept them for me), and then asked "Why did you order so much? Is it for personal or business use?" It made me laugh and I explained that it was just one of everything from the HK collection (which she'd see if she looked at the actual order...)
Anyway that was done and when I got home that night I checked their website and the order status had been changed from Processing to In Warehouse, to be packed. So I was very happy.
Until the next day, when I received an email in late afternoon telling me that "Due to the extreme demand of our Hello Kitty collection, the following items were sold out by the time the order was sent to our warehouse."
NOT. Happy.
I placed my order within the first hour or so that the collection was on their website, it was delayed by THEM and not me, and because of that delay I couldn't get 13 items on my order. I Called to complain but was put through to somebody to just tell me which items weren't being sent. Sigh. Eventually I managed to get an address for some manager lady to send a complaint to. I've written a letter of complaint and am sending it this week. I just really do not think it's cool that the delay was on their end and nobody bothered to reserve the items for me pending the security checks - had they not done them in the first place there would have been no issues with my order.
The GOOD news and happy ending to this story, is that when I got home that night I called my local MAC counter (at Meadowhall in Sheffield, those chicks rock out loud!) and explained my situation, and the girl I spoke to went through my "missing items" list and put away everything that wasn't being sent. The only thing I couldn't get was the mirrored key clip, but I can live without that.
So, I've got my first HK haul! I've put a video on youtube, which I will put on here when I get a chance, and will upload haul details with photos and swatches later.
Hopefully more to come soon! The two makeup bags have been dispatched already and should come soon, but the two makeup orders are still showing as In Warehouse - and this makes me a little nervous. So fingers crossed that there are no more issues, and I'll post them when they get here.
Hope you all had a fabulous weekend! =]
Friday, 6 March 2009
Issues with MAC Online customer service, and the HK Collection
I'll write up a text version when I'm not ready to pass out. In the meantime, here's the in-a-nutshell version that I posted on YouTube earlier today.
Thursday, 5 March 2009
Phone Tag and The Waiting Game
So, I happened to refresh MAC's UK website yesterday just as the Hello Kitty collection went live. I immediately made a huge order, got my confirmation email at the same time as my notification email telling that it had gone on the website haha.
Then last night I placed another order for a couple other things I wasn't sure whether to buy or not (like the glitter liners and big vanity case). So exciting. My order consists of one of EVERYTHING except the charm bracelet, the plushie, and the tote bag - and two of the Pink Fish lip conditioner.
Well today at lunchtime I checked my mobile phone and I had a missed call from an unknown number at 10:30 this morning, and a voicemail. Called voicemail and it was someone from MAC Online's customer support team saying she needed to talk to me about my order and that it wouldn't be released until I'd spoken to her. Immediately I started thinking, oh god she's going to tell me something's sold out - even though I know I was one of the first to place and order and things weren't flagged as sold out on the site until a half hour after I'd placed my order.
So I called back, left a voicemail on her machine, thinking she was at lunch. I'm obsessed and manic and called back every 5 minutes for two hours, but no answer (no, I'm not a psycho stalker I only left the one voicemail haha).
Around 2 I got fed up and called the main customer services line (rather than just calling her direct extension) and the lady I got through to spoke to someone else in the first lady's team and took my order numbers and said the other person would look into it and call me back. I gave them my work number so I won't miss the call again.
WELL it's been an hour and they haven't called me back yet. I know it's *only* an hour but I'm going to stress until I get everything sorted out. I'm going to give it until 4 and then call back and see if I can tell them to call my mobile number instead, because I'm leaving the office at 4:30 and it would be just my luck that customer services call my desk number at 5:30 when I'm already at home.
So frustrating, I hate playing phone tag. And I'm hoping hoping praying they're just confirming addresses (I get things shipped to a relative in the same city because nobody at my billing address is home to accept deliveries) or just another authorisation because it's such a huge order amount.
Fingers crossed. I'll let you know if/when I hear back!
Then last night I placed another order for a couple other things I wasn't sure whether to buy or not (like the glitter liners and big vanity case). So exciting. My order consists of one of EVERYTHING except the charm bracelet, the plushie, and the tote bag - and two of the Pink Fish lip conditioner.
Well today at lunchtime I checked my mobile phone and I had a missed call from an unknown number at 10:30 this morning, and a voicemail. Called voicemail and it was someone from MAC Online's customer support team saying she needed to talk to me about my order and that it wouldn't be released until I'd spoken to her. Immediately I started thinking, oh god she's going to tell me something's sold out - even though I know I was one of the first to place and order and things weren't flagged as sold out on the site until a half hour after I'd placed my order.
So I called back, left a voicemail on her machine, thinking she was at lunch. I'm obsessed and manic and called back every 5 minutes for two hours, but no answer (no, I'm not a psycho stalker I only left the one voicemail haha).
Around 2 I got fed up and called the main customer services line (rather than just calling her direct extension) and the lady I got through to spoke to someone else in the first lady's team and took my order numbers and said the other person would look into it and call me back. I gave them my work number so I won't miss the call again.
WELL it's been an hour and they haven't called me back yet. I know it's *only* an hour but I'm going to stress until I get everything sorted out. I'm going to give it until 4 and then call back and see if I can tell them to call my mobile number instead, because I'm leaving the office at 4:30 and it would be just my luck that customer services call my desk number at 5:30 when I'm already at home.
So frustrating, I hate playing phone tag. And I'm hoping hoping praying they're just confirming addresses (I get things shipped to a relative in the same city because nobody at my billing address is home to accept deliveries) or just another authorisation because it's such a huge order amount.
Fingers crossed. I'll let you know if/when I hear back!
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