No longer a stan

I am not very happy with MAC at the moment. I am generally a MAC fan, I’ve been loyal to the brand for almost 10 years, ignoring when I would have issues with items, giving it away or reselling it at a lower price but never complaining to them. However, recently, I noticed I end up with products where applicators break, pencils stop winding and products just go dry with plenty of product left. So now, it’s getting rather frustrating because the goods are not cheap, especially recently where it seems like the pandemic has forced businesses to increase prices exponentially. Lipsticks going from 240 to 320 in a matter of months. I decided I would reach out via instagram, I’m asked to DM and I will then get a response from customer service, days go by and no reply, eventually I receive one. No apology for my experience at all. I responded with the information requested. They reply asking for more details, at which time I am told that this will take a few days “to investigate” and then I’ll receive feedback. This doesn’t seem like great customer service. No empathy, no idea of what will be happening or even how I will be compensated. I already was not a fan of walking into the MAC stores, as I tend to feel overlooked or not treated respectfully on more than one occasion. One time, I waited for assistance for 10 mins, while 2 staff members help one customer. Again, I was willing to let that be, but now, I’m not so sure I want to be a customer anymore. I know I won’t be getting a response from them here - just adding my story out here. Just shows how important customer service and customer retention is. Time to find another brand to give me business to.