16 December 2016

My Customer Service Experience With Mecca Maxima

For any of my readers that live in Australia and New Zealand, you would know that Mecca Maxima has really changed our relationship with makeup and the way that we have access to high-quality and high-end brands that were previously only available to us through online retailers (if they shipped to Australia that is). It has been great to be able to swatch brands in store like Stila, Urban Decay, NARS and Too Faced that were inaccessible to aussie makeup lovers in the past. This is something that I probably took for granted coming from Canada, where some of these brands are available at our local pharmacies like Shoppers Drug Mart and I had easy access to so many high-end makeup brands. Today, I just thought I'd talk to you about a recent customer service experience I've had with Mecca just in case you haven't yet shopped there or if you may be curious about their services and what they are all about.

So my little story begins when I ordered the Chloe Morello x Ciate Beauty Haul, which was an extremely sought-after limited edition palette. If you haven't seen my reviews of this palette that is because when it arrived to me, many of the eyeshadows were placed onto the palette crooked and it seemed like it has been put together in a rush. I wasn't happy at all with the production value of the palette.

As you can see below, the shades daintyforce, and happy are all very lopsided which makes for a very unhappy blogger, especially for the price we pay for these palettes. Although the shade selection is absoloutely stunning and I did really like the palette, I still felt the need to let Mecca know that I was disappointed with the quality of the product and see what they may be able to do.

I contacted Mecca Customer Service over the phone and chatted with a lovely lady named Alex about my situation. I explained that obviously as a blogger, aesthetics of a product is really important since we take photos to share with readers and I didn't want people to have a bad view of the palette just because I may have gotten a bad one that was rushed in manufacturing. Alex was so understanding and explained that due to the high demand of the palette and that it was currently sold out they would not be able to replace it with a new palette but offered to send a gift card with the value of the palette ($70 AUD). 

I honestly thought this was going above and beyond their duties, and really I was just hoping to pass on my feedback to Mecca so they could communicate with Ciaté and let them know that some of the palettes weren't up to their usual standards. Alex was so kind and understanding and said she would pop my gift card in the post that day.

When the Mecca package arrived, I was just expecting a little envelope with a gift card inside but I was amazed to find that the lovely customer service team had actually popped in a bunch of beauty samples including a mini GlamGlow mask, Bobbi Brown mascara, Too Faced melted lipstick, Josie Maran liquid illuminator, Too Faced Shadow Insurance Primer as well as a Mecca Lip de-Luscious lip protectant. As a blogger, I often do recieve products from brands but in this case I was just a customer and I was amazed at the generosity and kindness of the Mecca Maxima team and how the little extra effort could really make someone's day.

Mecca are definitely a brand that I can truly endorse and stand behind as both a blogger and a customer. Whenever I have had issues with any products bought from Mecca, I have been able to successfully exchange or return products with their great Returns & Exchanges Policy, which includes free returns within 30 days and store credit within 90 days.

Mecca also have a great incentive for customers to continue to shop with them and reward loyal shoppers with their Beauty Loop Program. I have a full blog post about this program which you can read here.

Finally, Mecca have a Price Promise, meaning that their prices do change with the fluctuation of the US dollar, which is actually a beneficial thing for us aussies, since they promise to keep prices as low as possible based on the USD-AUD conversion + GST and shipping. I think this is a great bonus and it has encouraged me to shop at Mecca rather than doing an online order or using mail forwarding services which can end up being more expensive after shipping rates are calculated.

Even Kiara approved of my gorgeous package from Mecca and I must say that I was so pleased that I had provided feedback although I certainly did not expect such an amazing beauty package from the customer service team. I just thought I would share my experience in case any of you may have had a bad experience with Mecca, just know that they have some very friendly, understanding and professional staff out there which I have had dealings with. I encourage you to use their customer service number if you are having any issues with any of your products (1800 007 844)

Have you ever shopped at Mecca? What has your experience been like?
Have you ever had a really good customer service experience?

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