Positive shopping experience online and in-store
I've only gone in-store once. everyone was helpful . I thought there was too many staff. (5 for a Tuesday morning fountain gate....) It's nice Mecca is keeping lots of people employed and the products are definitely expensive enough but If I didn't know exactly what I needed I would have been way too intimidated to go in and I kind of felt uncomfortable browsing further.
Online colour match tool is great, I am very happy I trusted it. Delivery was quick and gift with delivery was a good touch.
Unprofessional and rude staff throughout the company, got sold faulty mascara and was refused a an exchange or refund.
Got sold Too faced brand faulty mascara, after number of attempts. The best they could do offer was to fool you around.
Faulty item not replaced.
I bought a Nars eye pencil but after 6 months it dried out, even though I'd had the lid on the entire time, and it became too hard to draw on my eye. When i sharpened it, the centre dislodged and it made no difference... so i took it back when i finally had the chance... it's outside store policy... no can do. It's obvious there's something wrong with it but because nobody else has complained they won't even entertain that there's something wrong with it. $36 is too much to spend on 1/3 of an eye lining pencil.... won't be going back. More than a bit disappointed.
- Mecca Cosmetica Physical store
Terrible Customer Service
Received a gift from a friend. The item didn’t Agee with me, even though they were aware it was a gift they are very unhelpful and rude. They claimed the returns policy is 90 days however don’t have a policy regarding a product that reacts to your skin unfavourably and will not assist even though the product can never be used due to the rashes it gives.
Excellent Customer Service
I just wanted to take the time to thank my Customer Service Support person Ava, who went above and beyond to assist me with a small product issue.
She was extremely helpful, loving, and excellent communication.
If only there were more people like Ave.
Thank you so much.
Product not as described and poor customer service
My initial impression of this store was favourable. The door greeter was friendly and she referred me to a makeup consultant to match foundation to my skin colour. The makeup consultant was very friendly and seemed knowledgeable. We eventually found a shade that suited me and she recommended a particular foundation as being extremely hydrating, assuring me that it wouldn't sit mottled on my skin like the cheaper supermarket foundations. The item cost $97 and I had high expectations for that price. The initial application of the product in store...seemed promising. I popped back the next day to find a lipstick and the consultant who approached me was unable (or perhaps unwilling) to help me find a shade to suit me. She basically told me to pick out shades that I liked and then I could try them on, but I had just told her that ones which I liked by sight rarely suited my complexion. Clearly it was all too hard for her and she wanted to move on to someone easier so I guess I'll be sticking with my Rimmel lipstick which costs about $8 from Chemist Warehouse. I have been using the $97 foundation all week but the item is no better than the supermarket type which sell for under $20. It certainly doesn't feel as if it has hydration added to the formula. Very disappointed and I will not be returning to this store to purchase anything again.
Do not get your ears pierced here
Paid $700 for two piercings. Lots of confusion with follow up to check piercings. Had backs changed and checked. Told them the piercings would not be changing earrings so wanted to make sure they were secure. Told them one felt too loose. They ignored that. Earring subsequently fell out. Called Sarah & Sebastian three times but no response. Called Mecca who promptly deal with it and four days later no resolution. Sarah & Sebastian is badly made junk. Have been a Mecca customer for since their inception and the highest level spending customer status and still no support.
In store service has fallen off a cliff
Customer service has vanished at the South Yarra Mecca store. No checking of stock, even when on their web site it says the store has the products - they don't even bother to check on their own computer. Not familiar with the product ranges. No offer to show similar products, which was common customer service practice in the past. Told that I could try to order my things online. I could have done that by staying at home!! Totally dismissive. At least six staff in the store, and this one customer was clearly an annoying inconvenience.
Terrible customer service
Rude customer service when trying to return a faulty lipstick ( Mecca brand)..I just wanted a replacement. Surely a company making millions can back their own products?!
I will not shop there again
Great Customer Service from their Canberra Centre store - online not so much
I purchased a product from the Canberra centre store only to return home and find the item was missing from the packaging! I was only passing through Canberra, so I was unable to go back into the store, so I promptly contacted their online web chat to notify them of the error only to be ignored. After 3 days of emailing and web chats I got fed up and called the Canberra Centre staff directly and they organised a replacement then and there. The physical store staff were courteous and kind and the missing item was posted to me and arrived within a week. Your in-store customer service is amazing! However your online customer support is woeful. Please invest in more online resources.
Rude staff. Would rather shop elsewhere now.
I personally find that every time I’ve entered the Joondalup store the staff have been very rude and judgemental making quite hurtful comments. I walked into the store feeling quite good and then left the store feeling very upset and angry. I definitely don’t want to go through that again.
Illegal and ridiculous store policies.
I normally buy Hourglass eyebrow pencil, despite the high price of $54.00. I decided to buy one for my mother as a Christmas gift, but when she opened it, the pencil had dried out. I returned it to Castle Towers store and was offered a gift voucher, which I refused as I wanted a refund. I was told that it is store policy that if an item has been opened, refunds will not be given.
This policy might be reasonable for a change of mind situation but it is not only unacceptable to refuse to refund on faulty goods, it is also illegal.
I would als...o like Mecca to explain to me how customers are to gauge if goods are faulty if they don't open the packet! Ridiculous reasoning on faulty goods. They did eventually give me a refund but I feel it was only because I was so persistent and assertive. A meek and mild person would have walked away with a gift voucher and Mecca would have continued with their illegal practice. Mecca management need to acquaint themselves with NSW Consumer Law and train their staff accordingly. I'll buy from from a more ethical company in the future, one with a good record of customer satisfaction. Oh and along with a readily given refund, an apology for selling me faulty goods to give as a Christmas gift would have been far more appropriate and professional rather than just trying to hang on to my money.
I was sold a tester
My recent experience with Mecca has left me quite hurt and sad. My passion in life is beauty as I am in the field , and a brand like MECca is every girls dream place to shop. I save my money to purchase a number of cosmetics from this brand over the years and most part have never had a bad experience until today! A couple of weeks ago I purchased a cleanser ,I noticed that I started breaking out and developed quite severe cold sores .To clarify I am a Permanent Resident of Australia , living abroad from my home country of Russia. This is signif...icant as when I was researching the product with my partner as my English is ok but not the best, he pointed out to me that it had a tester sticker on the bottle. Not knowing what this was initially I quickly realised it was meant for store use. Upon discovering this I went back into the Myer Pitt street store to take the cleanser back and see what could be done. On returning to the store, I was met with many questions like I was some sort of criminal that implied I would’ve known earlier that the bottle was a tester, and should’ve come in earlier. Embarrassing myself again I explained that my lack of English didn’t alert me to the tester sign until my partner picked up on it. She then told me that she could see if they could swap it over and give me some samples to use on my skin. I was very hurt and embarrassed , as I felt the sales assistant didn’t take my situation seriously. I then spoke to a live chat MADDISON representative that again asked me very invasive questions to determine if I was telling the truth again. This was another embarrassing discussion as I had made her aware of my error due to my lack of English. And then told me that because I had used a large portion of the product I could either get a refund or exchange. I feel that I should be entitled to something a little more than this given the ridicule and loss of time I have suffered as a consequence of what has happened. I have been openly discriminated against because of my heritage and no one seems to care. NOT TO MENTION we are in the middle of pandemic and I found out today from Mecca’s sales person told that that cleanser is not allowed to be on display at all...
Loyalty Points Never Recorded
Over the past year, I've spent hundreds of dollars at Mecca. Recently, I found out that my loyalty points haven't been recorded in-store when I've shopped. I think my email address was wrong on the system, when I've used my loyalty card it's worked, but the email address purchases haven't shown up. Mecca has offered no explanation as to what happened, except "there wasn't a problem with your email". Well clearly there was, but sure let's argue about it because that's great customer service. Queue email-after-email to customer services. First, t...hey asked for copies of my bank statements proving purchase. Okay, I've closed one account, and this is a hassle in terms of time, privacy and finding the info, but I sent what I could to them. Then they wanted to know if I could check exactly which days I'd actually made the purchases (bank statements could be out by up to 3 days). Gave them the dates. Then they emailed back asking for receipts. Ah, no, I don't have receipts for the entire year. It's Mecca's system and instore customer service that is at fault here. Why am I being asked to waste my time helping them fix it... all for some samples and a 'birthday present' that never materialised? The resounding message from Mecca: we don't value you as a customer, get lost. Sure thing, I'm gone.
Where is this amazing customer service everyone speaks of?
On several occasions I have been to the Mecca Maxima Store in Westfield Marion.
On all of these occasions, the staff did not even attempt to ask if I need assistance.
If I got close to them or make eye contact with them they would scurry off before I had the chance to ask for assistance?
I see all these positively gleaming reviews about helpful the staff were in other stores, and then feel like... Is there something wrong with me? Why is it that I was completely ignored and avoided? Did I smell bad? Did I look bitchy?
No customer should ever ...have to feel like that in a store that is about beauty. At least 8 customer service personnel and not one of them offered to help. I can safely say I will not return to Mecca Maxima. I would rather go to Priceline, at least there the staff offer assistance and their range of products is affordable.
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