WORST ONLINE SHOPPING, ********** CUSTOMER SERVICE!!

Dear Mac cosmetics, as a loyal Mac make up user, a professional make-up artist and Mac pro member for nearly 30 years, I am highly disappointed with your customer service, how you conduct yourselves and how you treat a long standing loyal customer! I have used mainly Mac cosmetics my entire career as a professional make up artist and in my personal capacity, recommended your product for the entire span of my career to my clients as well, as we do!! I have been very very loyal to the brand. Most of my professional make-up kit consists of Mac cosmetics! I have just had the most revolting customer service from your online representatives, customer service department and in general, THE WORST SERVICE. Your lack of concern, efforts and lack of reliability is very very disturbing. Your website is not updated regularly enough, then when items are ordered, PAID FOR and NOT SHIPPED, you just dont bother to let customers know. Ordering from your website is NOT ENJOYABLE because you just dont know whether your whole order will arrive in the package. I have now experienced this THREE TIMES On receiving packages, one is scared as to what will NOT be delivered! I ordered the four pro pallet eyeshadow insert, when it didn't arrive the first time, I was told an item was out of stock, I asked if they could replace it with a siimilar item, no, we can't, I have to go buy it... None of the stores had stock... And I am expected now to pay full retail price on said item as one can only use pro discount every 2 weeks.... (now changed to 5 days I believe?) Not to make this all complicated, but then I receive an email after querying this debacle, after several phone calls too, informing said item is in fact now available, so after much deliberation, I order and pay for it, only to receive my package, again, less the pallets?? Twice, this happened twice with the same item. You check the website, the item is still there, available, however I am told its no longer available. MAC dont even TRY to find an alternative item to compensate? I ask if they can send me the 9 eyeshadow insert? NO, WE DONT DO THAT. YOU HAVE TO ORDER IT ONLINE.... I am now scared to order ONLINE!! I ordered 12 eye shadows for the pro pallet inserts, WITH NO PALLETS to put them into. This in-spite of them telling three times that the pallets are in fact available. All Mac cosmetics do is say sorry, they dont bother to TRY make an effort, they email you from a "noreply" mail box. They then tell me the pallets are sold out, yet they show still show as available on the website? I checked two days later, check now before I started this complaint!! They charge you for the full order, dont bother emailing you when the item is out of stock/not available, then you have to wait over two weeks for your refund?? Only AFTER you call them to let them know your items were not in the package??? Meanwhile, they are still selling items out of stock, taking money and when you ask them to please try find a solution, they couldn't be bothered. No, we can't do that. No, sorry, we can't do that. No, no no.... They are unhelpful and rude!! Not to mention have zero respect for someone who has been fiercely loyal to them to nearly 30 years!! Whats more, the people answering phones are useless, have zero consideration for your situation, couldn't be bothered to try and go the extra mile. They just say sorry! Oh, and on the first debacle, send me an "apology" discount of 20 %?? I am a pro member who qualifies for 30% discount, I have worked hard and earned that privilege!! But they couldn't be bothered..... This is a luxury brand, an internationally renowned luxury brand, with a very hefty price tag to their products, especially here in South Africa. Yet their customer service is so bad its an embarrassment to the brand. Mac USA would never, ever treat a pro member like this, in fact they would never ever treat ANY CUSTOMER like this. Mac USA couldn't do enough for you, especially knowing you are a professional make up artist and a pro member.

Mac cosmetics South Africa Online are a disgrace!! Now I have to return some eye shadows as I have NO PALLETS to put them into, lets see how long that takes?? Aleksandra, Natasha, Tamara are useless, they are an embarrassment to the brand, they do not represent what Mac cosmetics is all about. Please note, this applies to the online store and nothing to do with physical stores or the employees in store, in South Africa. I am so disappointed, so disgusted, I WILL NEVER BUY FROM MAC ONLINE AGAIN. SHAME ON YOU MAC COSMETICS.