***********, Completely Unhelpful Customer Services

As any other ardent shopper, I took part in the Black Friday deals offered by various retailers including MAC. I spent a reasonable amount of money online on an array of products which were all discounted by 25%.

I had to use my friend's credit card due to the fact that I do not own one. After logging in, I realised that although the funds had been moved from my friend's credit card, my order had not been processed or put into the system at all.

After calling MAC, I was simply told to email customer services...no telephonic assistance whatsoever.

I emailed customer services as I was told to explaining that I wasn't sure if my order was processed or not. I received a reply explaining that a glitch in their system caused my order to be thrown out but that the money would reflect in my friend's account within 48 hours, but that I should continue shopping on Monday because the sale only ended then.

Today, I called MAC AGAIN, for a solution. I specifically bought their products on Friday because of the discounts, if the money hasn't cleared in my friend's account I cannot expect her to give me the cash back to go to purchase more MAC items that may or may not even be captured on the system.

Wholeheartedly I understand that the time it takes from one bank to another to transfer money is out of their control and takes time. What IS in their control however, is their online purchasing and the system that they use and should have had working flawlessly on the day.

Everybody I spoke to put their hands in the air when I mentioned that I could in fact NOT spend more of my hard earned money (which has been budgeted for other things) on MAC products until i had been reimbursed by my friend. In fairness, I said that I had ordered my products AND my money had been taken on Friday within the discount period. I explained that I should still be getting a 25% discount and the fact that their system didn't process my order is NOT my fault.

I was asked for my email address which I gave, as "Customer Services" was going to email me (probably due to the fact that the person I was speaking to on the phone didn't have the faintest idea of how to help me.

I never received the email I was promised and I had to call back again only to be told by a different person that, "Unfortunately this is out of customer service's hands".

Clearly CUSTOMER Services has nothing to do with customer complaints and solves absolutely nothing to keep their loyal customers happy and not inconvenienced. Surely if you are client facing, you do your best to assist a paying customer. Had the website been free of glitches on Friday, I would have had all of the products I'd ordered at their discounted rates-I now have to wait until the money is refunded and then pay 25% more than what I'd planned to for exactly the same products.

I have never experienced such poor service in my life and such an overwhelming absence of giving a sh*t. Severely disappointed and highly reluctant to purchase their products again.