Terrible customer service
I tried to order a gift card on Sunday and pay by PayPal but after it went to the PayPal screen and I hit 'pay now' it just went to a blank pink screen and so I wrote to them to see if my order had been received and a customer service rep called me and told me that it hadn't and to try again. I asked her if I would receive it by the following Friday and she assured me that I would as the gift card was valued at $150 and anything over $75 is sent express. Today is Tuesday and I received an email from Australia Post saying that my item was being ...prepared. Concerned that it was taking longer than stated, I've rung customer service at Mecca and [Name Removed] has told me that I ticked the Australia Post delivery option and that this is standard delivery, not express. I DID NOT TICK THE AUSTRALIA POST OPTION! Why would I do that when I wanted it delivered express? I explicitly remember that the express option was highlighted. I love the way they blame the customer, always a sign of bad customer service. I said I'll cancel it then and she says that isn't possible. Why not? This is a totally obstructive policy when the problem is obviously theirs. I was put on hold for over 15 minutes and now she's hung up on me! I've rung again and been put on hold again... Okay so now she's called me back - one point in their favour at least. They're going to send me an e-voucher if I haven't received it physically by Friday. So I have to print out some crappy voucher and give it to my daughter for her birthday. Great. Stay away from Mecca.
Shopping here is a treat
There are products that Mecca has that aren't available anywhere else. It's easy to navigate the website and I'll often go into a store to try the product then go online to purchase them. I am a conscientious buyer and take my time researching everything. I've never had an issue with the customer service or quality of a product and they always arrive on time. I enjoy the beauty loop box that I receive too and love the ability to try the samples that come with it, because of this I've been able to explore other skin and make-up products I wouldn't normally have.
I've been buying from Mecca for years when it was good. Something has changed, maybe they've grown too big and don't care about the customers anymore? It's just not the same anymore.
Received defaulted item!
I received my order today and noticed one of the items is defaulted, contacted live chat and horrible customer service, was very rude an refused to send me a replacement of the item after I sent in pictures and explained that there is a risk of contamination of the product, which was a face product. Told me my only option is to send it back or take it to a store to receive a voucher in which I explained I don’t have one close that is the reason for online shopping and that I’m not after a refund or voucher just a replacement of the item I paid for accordingly to the website advertisement. Continued to be rude and refuse.
For a higher end company, it was, in my experience horrible service!
Terrible customer service
I ordered online and was incorrectly charged $10 for shipping costs. I spoke to 4 different customer service representatives and 1 was a manager. The way I was spoken to was so rude and I expect a lot more from such a big company. I was told that I was confused and misunderstanding when I know exactly what I was told over the phone.
When I asked for a recording of the call I was advised that they don’t record any of their calls. Recording calls helps with quality of your staff and also for proof in these types of situation.
Will never order from or shop there again.
Goods available in-store only - only in one store and one state. No mailing list for new products, told to use online chat function only to be told by online chat when asking about potential new products (candles) “we couldn’t possibly let our customers know when we’re receiving new products, how could we possibly be expected to do that??” Gee, I don’t know, maybe how every other company on earth worth their salt does it - is a mailing list??
Seriously, get your act together. Clearly you’ve become successful and forgotten the most important asset you have - your customers.
I’ll buy from OS suppliers from now on rather than support your inept online nonsense. Thanks for exactly nothing.
I have never had a quicker postage than with Mecca. Put in an order and 1-2 days later it gets delivered. So good and the customer service in their stores are always good.
Poor customer service a joke of a company....Would never recommend
Terrible would never recommend
Been ordering online for quite sometime then I get rejected for an order saying I have been marked as fraudulent.
Rang them up spoke to many of the girls they have been no help telling me I have to pay the $95 back before I can start ordering again as there was a charge back to my account I ask the lady what card number at the end was where the charge back was made and it wasnt even my card number and even the email address there going off isnt even mine. But yet they still want me to pay for a product I never ord...
- Mecca Cosmetica Online store
Shut down your business - no one should shop online from them
Terrible customer service to start with! Mecca have changed all their shipping to Authority to Leave - which as a customer you get no say in. What that means now is Star Track will leave it anywhere, clearly visible to the public and neither they nor Mecca take any responsibility for it when it gets stolen in less than 10 minutes!
I’ve been a loyal customer with Mecca for many years and a level 3 beauty loop (which means 000’s spent) yet they don’t even care about retaining the customers they have.
I’ve spoke to someone on chat, on the phone...and via email and no one is helpful or cares. Or even attempts to resolve the situation. What a waste of time and money. Your brand reputation is going down the drain. Terrible business, disgusting customer service, outdated policies. 0/100 recommend
Mecca is my one stop shop for all things beauty. They have flawless service. Incredibly helpful, fast to post, and a great range. I try not to purchase beauty products from anywhere else!
Worst Customer Service
Executive Summary: Shop on AdoreBeauty.com! Far better customer service!!
From reading other reviews on this thread there is absolutely a common theme! Poor customer service - and it seems to come from leadership.
1 Dec: Placed an order for $350 worth of goods for Christmas 1 December trying to be prepared (context, baby, live regionally away from large shopping centres so gave myself plenty of time for online orders to arrive)
5 Dec: Parcel due to arrive (4 days guidance as stated by their policy)
14 Dec: checked with post office, called a very very helpful star track customer service line who stated they had never received the parcel and that Mecca had never sent it
- Mecca Cosmetica Online store
Order cancelled with no update
TLDR: do not recommend. Terrible customer service.
The long version:
Excited to place my first online order with Mecca in September for over $600 of products. I received an email confirming the order and listing products I has purchased. Great!
A seasoned online purchaser for many brands I'm aware of COVID restrictions impacting Aus Post timelines so I wasn't concerned initially the parcel hadn't arrived. I checked the order number in their order system to get an ETA and found no order existed.
I assumed a glitch in the system so emailed to get clarity. No reply.
I emailed again a week later. No reply. ...I then submitted a direct enquiry through their website. No reply. It is now November. After waiting in a call queue I decided to try online chat. Spoke to someone who said my order was cancelled due to suspected fraud on my account. I understand the need to flag possible purchase issues but I received NO email or phone call to let me know. Nor a single reply to 3 attempts to email them. I asked why I was not notified. The online chat consultant said she agreed she needed to look into this further. I was emailed a few days later (today) by another consultant trying to close out my complaint by literally repeating it was flagged as a potential fraudulent transaction and cancelled. I KNOW this because of the hours of my life now wasted to find out what happened to my order. My ACTUAL question at this point had been WHY was I not notified? Ironically if I was called or emailed at the time I would have confirmed the order was real, resubmitted it and moved on. The way I have been ignored and fobbed off means I won't be shopping at Mecca again and I'll be ensuring I'll place all orders elsewhere. Very poor experience that could have easily been avoided and resolved with a happy customer who was also happy Mecca were doing the right thing re tracking fraud. Poor communication. Do not recommend.
flag me as fraud account for no reason
not dispatch my order for 2 weeks.
i contact them.
told me my account was flagged as fraud. but does not tell me why.
live chat asked me to call. call center ask me to email. email still no solution.
i have been using the same credit card and ship to the same address all time. never had any issue with other businesses.
Ordered 2 10ml Portrait of a lady perfume, 2 totally different ones arrived. So I called online Mecca she checked my order and said yes you ordered Portrait of a lady 2 x10ml and paid the asking price of $150.
so please go to your nearest store and exchange it.
Went into Perth city to pick up and was told I have to pay another $50, which I refused because that was not the price when I ordered.
I feel its your mistake and you pay the consequences. Waiting to hear back from you Thank you
I just want what I ordered.
Just received my order. Colours of lipstick and eyeshadow are not really what was represented colours much darker. Not your fault Mecca. I’m sure you are trying. Be careful when choosing and understand this may happen. Ps. I also purchased blush and am very happy with the colour.
Questions & Answers
Hi there , do you still stock a beautiful Italian Perfume by the name of - Eau De Parfum Le Sirenuse Positano - Un Bateau Pour Capri? Lyn Nelson
I placed an order on 31/03/20 for a mascara, how will I know when it is on it's way, thankyou
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