Were you nuts to get the Taraji Glow Mineralize Skinfinish from the new MAC X Taraji Collection? So was I, but this is what happened…
Soooo, I got my hands on one of the powders, Taraji Glow, from the MAC X Taraji Collection. I ordered the powder based on reviews and swatches I had seen online and was very excited to receive mine. However, the powder I received didn’t look like the reddish-brown it is described as, nor did it look like any of the swatches I had seen. It actually looks more like Highlight the Truth, the powder that I didn’t really want because I have many dupes, and Mac has confirmed that it is.
As a Mac noob, I was unaware that purchases made online cannot be exchanged in-store, so I ended up calling customer care, who said they were aware of the issue and are taking steps to remedy the situation. I should be receiving some form of contact from Mac within the next few days.
Here’s to hoping SOLD OUT doesn’t really mean that for people that didn’t actually get what they ordered! Because it is, in fact, sold out online and in stores close to me. It’s an honest mistake and I’m not mad (yet), I just want my Taraji Glow! I will keep you all updated and will hopefully receive Taraji Glow!
MAC still does not have a solution from corporate for this hiccup. When I asked for a time frame, I was told to check back at the beginning of next week. I am trying to exercise patience, but I feel it running out. Why does the corporate office have such a slow response to their manufacturer’s error? What is it that they are thinking about? How much money it will cost them? Are they waiting to be publicly shamed on social media before taking action? Why haven’t they even attempted to communicate with customers about the issue?
This is a huge multinational corporation with a huge follower base. I’m sure they can spare a few dollars to remedy this situation, but for a week to pass and corporate has no solution at all? Very disappointing, especially in the Age of Convenience where people expect to at least receive what they pay for. At least have an elevator speech for your customer service representatives; it seems like they don’t know what’s going on either and they will be the ones getting all of the calls and probably attitudes from confused customers.
I know you can do better than this, Mac.
Today, I received this message from MAC:
Thank you for being a loyal MAC fan and sharing in our excitement for the Taraji collection.
It has come to our attention that we inadvertently switched the labels on our Taraji Glow and Highlight the Truth products and you may have received a different shade than the one you intended to order.
We are extremely sorry you experienced this mix up and want to make it right.
As you are aware, this is a limited-edition collection with special new shades that Taraji created and it has sold out online. In order to get the right shade to you we need to have our manufacturing facility produce another run of the product, and this process unfortunately takes some time. We estimate it may take 2-4 months to get the right product in your hands, but please be assured it will get to you. We will ship the new product to the same shipping address as your original order.
In the meantime, we have refunded your order automatically and hope that you will use the product you’ve received with our compliments. Your credit will be issued to the original form of payment.
As a token of our appreciation for your patience and understanding, we would also like to offer you this code for $25 off your next purchase at maccosmetics.com of more than $25. (code not published)
If you have any additional questions or for a list of ingredients, please email us at [email protected].
We apologize again for the disappointment and frustration this may have caused you.
In the end, I am satisfied with this resolution; it’s a lot more than I was expecting. Maybe I will get a nice Christmas gift in the mail 🙂
Still no Taraji Glow, nor have I heard from Mac regarding this issue. Surprising since they are relaunching the Selena line 12/28 and Taraji’s release came out before hers. I plan to follow up before the new year.
Update: Received the end of January and very, very happy!
I think they are finally making good on the promise to replace them. I did see a few people on IG post that they received theirs. I was one of those people who contacted them so I expect to get mine soon too.
Haven't gotten anything yet but people are saying they are receiving them in little white boxes left in random places. Hopefully I will see mine soon because I want to indulge in her new lipstick coming out!
I, too, liked the resolution. Automatically get the right one? Hell, yeah! Short term discount coupon? Yep. Keep the mislabeled one…well, more likely to regift it, esp if I get the LM quad. Not much of a highlighter, nor of a gold person. Now, to think of a person it would suit. When you consider the volumes that MAC produces, it's a wonder this doesn't happen more often. It's nice to see ANYONE own their goofs. Not that they cannot afford it. But, what this generates in goodwill alone is pretty priceless.
I'll likely still use it. The response was slow but I really like the outcome. I shall get off my soapbox.
That's happened before with MAC. The Proenza Schouler Collection had the label issue too with their Ombré blushes. They'll send you the correct one as soon as they have it available and you get to keep the mislabeled one!
Thanks, you were right! I just received a response from MAC; updated the post.
Same problem. Thanks for saving me the time of trying to exchange it for the real one instore. Guess I had better call. Clearly, they mislabeled a run of these. I seldom use highlighter, and was major disappointed. Thanks, Indya. kjh
Definitely call them. I called the store and was told they don't accept exchanges and that they only have the lipsticks.
Has MAC resolved the issue yet…r they sending u a new order? Did u have to give the other back?
Hi there! They told me on the phone if I hadn't heard back in a few days to follow up. Today is my deadline and will be contacting them back!