Mac Cosmetics
Reviews and Complaints

I called customer service 4 times requesting to email me the return label, they never did.

So I went to the store, after they did the return and put the items in the trash been, I realized They didn’t refund mw for the correct amount, on one item they short me $6 and other item they refund me ZERO. I show them my receipt as a proof that how much I was charged. They refuse to give me my money or the items back.

I used to buy 7 boxes eyelash and trade the empty boxes for lipstick that was a good customer service than suddenly they stop doing that and they have the nerve to me you can donate the eyelash empty boxes to Mac for free. Bad customer service, I stop going to Mac, other companies sell eye lashes too for half the price, your eye lashes are not cheap, but I was going there because of good customer service of getting lipstick for trading an empty box of lashes

My name is Jana Fraticelli.

I purchased MAC Concealer (x 2), Face Powder (x 2), and Mascara (x 2) at the MAC counter in Macy's Department Store in Wellington, Florida. I bought all three products a second time to make sure that they weren't one-time incidents. Please see the photos attached. As it turned out, the Concealer got dried out and seems rotted. The Face Powder got dried out. The Mascara is thick and sticky (I call it "gluey"). I am a seasoned makeup user since I did face and hand modeling when I was in my early 20s. That was about 50 years ago. My intention is not necessarily to get my money back. That is completely up to you. What I want is for you to be aware of what happens to your very expensive makeup that are supposed to be top-of-the-line products. I would like you to care enough to do something about it. Also, it would be nice to hear back from you about this.

I placed an order from MAC Cosmetics on 19th March , the product which I received was defective.

So I filed for a replacement request on 22nd March since then haven't received a single update from their end.

I follow up with them daily for the update.

The only update I have received is that we are verifying with the appropriate team members.

Even I returned the faulty product on 25th March and received the message from the delivery company that it was received at there end.

Sharing the caseid for the reference CAS-5490763-T9X8V7.

I happen to browse the Mac website, came across this product I’ve never seen nor knew it existed. The Studio Fix Cream to Powder, I told myself this can eliminate using two products, foundation and powder. I’ve been using Mac liquid foundation for over 15 years number NW47 always, began using Mac concealer NW50 five years ago and the blend is perfect for my skin tone. Barely wear makeup and if I do it’s light as if nothing’s on, never ever do heavy makeup.

I purchased the same number in the Cream to Powder NW47. Received the product and took about two weeks before I was ready to use it. Lord behold, it was too dark for my complexion. I inquired about shipping it back for a full refund, that was settled, then I consulted with makeup artist to try and purchase the appropriate color for me. I actually spoke with five different artists and each were giving me different information and the correct color.

One informed me the models in the photo are incorrect, what in the heck must customers compare to, I was advised by three the NW43 is the appropriate tone for me and that model was white. Two told me NW45 was appropriate and I submitted a photo of myself, was told both colors are similar and the correct is the NW45 it’s just has a little orange to it. Excuse me, a little orange? What does that even mean, I’m not trying to look orange, just natural.

Each artist indicated the Studio Fix Cream to Powder does come darker than expected, uuum that should be stated on the actual site. As of now, I can’t see myself even giving this another go around. I’ve added and removed so many times it’s rather ridiculous. These artist surely do not know makeup at all, especially trying to pair for African Americans it’s rather pathetic, training should cover all races and seems the artist that were pairing me were Caucasian.

I pray this is not the case because for so long I thought Mac was very diverse until this experience. Seems I may have to sadly cut ties with Mac and try and go with a well respected diverse company. Millions of people has been a Mac customer for decades and it saddens me what’s become of them.

The date of the incident was on 23 October 2022 and the timing was around 3.30pm. My wife and I had entered the retail outlet in Ngee Ann City, looking for MAC blush products. However, we were provided with an impolite service from one of the sales personnel on duty (e.g. placing the requested product on the table abruptly with an impatient behaviour and went off without any comments). We really hope that our experience with MAC retail outlet will be better.

On Oct.3/2022 I went into the Windsor ,Ontario Mac Store at Devonshire Mall between 1:30 and 2pm. I had brought my foundation brush in to have viewed by staff because the bristles were coming out in hunks. The sales girl gave me the third degree on how I wash it, what kind of soap, how do I store my brush, how often do I wash it and how do I leave it to dry. How old is it and Where did I purchase it. I’m a grown woman who is 60 plus years old, I’m an Aesthetician who may have graduated many years ago and went into another field of profession but I have knowledge and certainly don’t need to be treated like a naughty 5 year old.The sales girl looked down on me and spoke with such disrespect. She said she couldn’t help me but would ask the manager and come back later. I called Friday Oct 7/22 and spoke to assistant manager and explained my issue and she said to come in. I arrived back into the store that afternoon and was greeted with her and the arrogant sales girl who stood there and glared at me the entire time. I have never felt so unwelcome with the staff in all the years I’ve been shopping at Mac when they first opened in the Mall. When I left with my new foundation brush after the assistant manager tore off from a pad ,washing instructions on brushes which I declined because the nasty sales girl stood snickering like I was being taught a lesson. I know the proper way to wash brushes, this was obviously a defected brush. I could hear them laughing as I exited the store. In all my years with the original sales girls who have all left , I have never once had an issue . It may be time for me to switch to another brand or shop elsewhere if this is how these new young girls treat mature customers.

I was looking for a long lasting lipstick I went to MAC shop in Gaziantep Turkey and the lady was working in the shop recommend to me the one which I bought and she recorded a lipliner as welll which I bought. She said it granted it will last 8 hours. I ended up buying lipstick, lipliner and mascara, I trusted her so bought the other things which she recorded and ended up been very expensive, but I thought if it will do the job will worth the money. I tried the lipstick and it doesn't even stay for an hour. I was really unhappy went back to the shop and she wasn't helpful at all she even didn't want to listen to me and she insisted that it is long lasting Lipstick, I suggested to her to try it and see if I was wrong. She made me feel that I am wrong and what they said is right and she didn't even apologize

My email address is [protected]@yahoo.co.uk

Hi!

I ordered 5 piece everyday favorite collection from QVC .Order no is [protected] n invoice date is 06/26/22.

I just got it delivered today and my mascara has totally dried up .

I don’t know if I should return the set as I need it .

PFA the receipt as well.

PFA pic of dried masacra which I have turned and not a drop is coming out .

Thank you

Neeru

[protected]

I visited the Roseville Galleria, CA store yesterday to return an eye shadow that I purchased Feb 1. Evidently the store manager has recently quit. No surprise there. Whomever is currently managing that store was no where to be found on a holiday weekend (President's Day). Untrained sales gals were left in charge.

A sweet gal named Marissa tried valiantly to help me but could not. She called the MAC Help Desk and received absolutely NO help. My transaction kept declining and her workstation kept freezing up. She became so frustrated (I don't blame her) that she finally passed me to another gal who tried to help but was also unsuccessful.

After a full hour of waiting around while various sales gals tried to process the return, I finally left. Very disappointing because now I have to make another trip back there to return the eye shadow in addition to the fact that I wasted an hour of my time on something that should have taken 5 minutes.

Whomever the Regional Supervisor is REALLY needs to pay some attention to that store. The poor sales gals are not appropriately trained to manage the store and they have zero support. I will never ever shop in that store again.

I placed an order in November 2021 for ONE item. It is not December 28th and no sign of it anywhere. I phoned MAC on Nov 23rd and the person helping me promised she would do a re-order and ship it overnight to me. Six days later, I received an email from MAC saying my order was shipped. I went to check the status and it said it could not find that tracking number. So I phoned MAC last night, 12/27 and she said she sees the label was printed but it has not been shipped yet. Why would I receive an email from MAC saying it was shipped when it hadn't even left the factory yet? What is the problem here?
How can it take 6 to 7 weeks (and still not here so could be longer), three or four phone calls to receive ONE FOUNDATION. And no, it was not out of stock nor on back order. I understand that it's Christmas but there is a serious problem with your internet system.

Ordered on: 24 November 2021
Order confirmation number : [protected]
Received wrong parcel : 26 November 2021
Started engaging via email : 26 November 2021
Collected wrong parcel : 17 December 2021
Told me out of stock via email : 21 December 2021

Mac cosmetics had sale going on via online. I ordered 4 items. After 2 days i received a parcel under my name and correct address but the things inside were not what i paid for. I called customer care and they told me to email the mac support and so did i. I provided picture evidence and all the other needed information for it to be easy for them to process. It took them a month to arrange someone to come and pick up the wrong parcel and they also did not bother to update me anything on email until i kept emailing them. After a month, they collected the wrong parcel. And now they have the guts to tell me that the shade i ordered is out of stock. i ordered for medium deep shade concealer palette but they are suggesting me if i can take deep shade which is not my shade at all. I am out of words right now, i have been patient and waited for more than a month and they can suggest me to simply just take a shade which is not my tone at all. I also gave them an alternative, when they were supposed to do it instead. I called the nearest branch to my house SUNWAY PYRAMID and asked if they have medium deep shade, they said they do. And i emailed them to arrange for me to go collect it from the store and they replied me physical store and online store is not connected. I am so angry and disappointed with your service. The reason why most people buy make up stuff online because they don't have the time to go out and also they buy while its on sale because they are not rich. .

Good Day
Please assist or clarify if product was bought online and unfortunately
It was not the quality I know Mac is.
I ordered a matte lipstick on Friday and was delivered Monday but as I was putting it on
I noticed it was too light as if I'm putting a candle on my lips I had to re-apply more than 4times to get the colour
It is no matte I swear I have been using mac products for years and I know quality when I see one and I know Mac

I'm not happy at all with the lipstick and won't be using it as it feels oily and it doesn't bring the colour at all
Your feedback or response will be highly appreciated

Order #[protected]
I am returning one tube of lipstick and my complaint is that there are no exchanges and that i'm going to have to pay shipping to reorder the color that I want because it will not be $25 or more in the order.

This is a scam that you over charge for your cosmetics too and then, get me on extra shipping for a replacement order that should be part of your return policy. I will never order from your company again.

Poor customer service (the rep on the phone was also rude) and your return policy is a ripoff.

Hello team Mac,

Today (6th sep) i have been to Mac store at westfield, santa clara. the staff( young lady and guy) at the store spoke very rudely and misbehaved with me at the store. i didnot expect such a worst behavior from your staff.

i have been there for walk in to take the free eyeshadow service and the lady assisted me after the makeup i had itchy sensation and i requested them for a wet wipe, they were kind enough to give one. i just took the wet wipe and started to wipe the makeup due to irritated eye caused by the maskara. the staff came to me and asked me reason for removal when i mentioned i am feeling eye irritation then he misbehaved by making fun of me and also misbehaved for removing the makeup.

is there a rule at m.a.c store that customer should not remove the makeup if they are not satisfied with product or have any issue?

please can someone answer this to me. Your staff has hurt my feelings and misbehaved very badly instead of assisting me. This is not acceptable from your staff. I wanted to report this as someone else should not face similar issue due to their misconduct.

i look forward to hear from you.

thanks

Good morning,

I have purchased 3 items from MAC-Chile and the company has cancelled the shipment unilaterally. For the refund of the money I am required to give my personal data (bank details) to another company that deals with returns.

As I stated several times in my previous emails, I do not want to give my data to a second company that was not initially in the commercial contract.

I have filed a complaint with the SERNAC (state entity - consumer protection) because I will not carry out the procedure that MAC is forcing me to do, as I cannot be forced to do this operation when it is MAC's decision to subcontract this company "free market" for refund.

Anyway, it has been a very bad experience I have had with this company in Chile and I will make my opinion known on social networks about the Chilean situation which is not the one that exists abroad. This is something particular to MAC Chile and does not happen for example in Europe. Where I currently reside as a university professor in engineering schools (France, Paris). It is an abusive relationship that MAC Chile maintains with its consumers.

Without further ado,
Very cordially yours

I have been using ONLY MAC Lipstick for 25 years. Amost every single one of my "go-to shades" have been a part of the dreaded MAC "good-bye's". WHY do you do that!? You know how women rely on their fave lip. If it ain't broken do not fix it!
Now I need to find another brand to get the colors I want:(

Bring back:
Gaga
Hue
Kingdom of Sweets
Kiss Me!
Nico Panda Pink off

I placed an order online to pickup in your park meadows store colorado and for three days I have gone to the store and there is no staff, no sign saying they are closed not a word. How am I suppose to get my makeup
Susan Pavon
[protected]

This is a complaint in regards to a Mac store attendent at Orion mall Rajajinagar banglore..worst customer service ever and was do arrogant showing products..you need please train your staff appropriately to handle customers in right way..it's soo shameful that you have attendants in your stores who really are worst ever .Kindly look into this asap

I ordered Mac cosmetics on November 27th, and my account was charged $51.50. For some reason I never received a confirmation number or email, and the products were never received. I contacted MAC cosmetics a few weeks later and received no satisfaction. They told me to contact my bank. I ordered the items during a sitewide 30 percent off sale. Although the items showed up in my MAC account as previously purchased, and I have proof of the charge, the MAC representative refused to send me any of the items.