I made a purchase at a Mac Cosmetics store and received a discount voucher as a gift. A month later, I decided to use it for stocking up on products, even though I didn’t urgently need anything. However, when I got home, I realized that the discount had not been applied at checkout.
The next day, I called the store to find a solution, explaining that I live 155 km away and rarely visit. They initially offered me a free makeup session, but I told them it was not feasible for me to travel 2 hours just for that. Then, they said they could refund my purchase and redo the transaction with the discount applied.
However, when I eventually stopped by on my way to the airport, they refused to process the refund, claiming their manager wasn’t available. Just 10 minutes later, another manager showed up, but now they demanded I buy a new product before they would process the refund. Over the phone, they never mentioned this condition, making their own mistake even more frustrating.
They also promised to give me a free lip liner and makeup bag as compensation, but now they acted as if it was a special favor—when in reality, it was just a way to lure me back into the store after their error.
Mac Cosmetics, this is unacceptable! A brand of your reputation should own up to mistakes and resolve them professionally, not create more problems and make customers feel tricked into spending more. Fix this properly!
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