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1.2 65 Reviews

Mac Cosmetics Complaints Summary

4 Resolved
61 Unresolved
Our verdict: If considering services from Mac Cosmetics with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Mac Cosmetics reviews & complaints 65

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12:52 pm EST
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Mac Cosmetics Staff in Mac

I went today and I bought 2 products with another customer paying next to me the staff told her u get another 10 percent off so I asked how to get the 10 percent
They said if bought above 30bd I'll get the discount, so I went and I added more products to get the discount, then the cashier told me because I already paid for the first 2 products this can't be done! And it will take time which I said I'll wait but they didn't agree!
They didn't made the discount offer clear otherwise I wouldn't buy in the 2 times within 5 minutes
I'm furious because the staff didn't offer any help whatsoever and we're really rude and unprofessional!

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10:14 pm EDT

Mac Cosmetics Unethical behavior

Whomever and whatever side, this is wrong.
This is your employee blatantly putting this out to everyone to see, with MAC Cosmetics attached to her name.
Should be unacceptable and I will make sure it is dealt with socially as well:
ON FACEBOOK Someone was selling Trump Masks. Your employee Latreisha Jones

Sakeithia Jones
Need to be burned
· Reply · 21h
James Heflin
Sakeithia Jones by all of them and burn them then
· Reply · 41m
Latreisha Trei Hazelwood
Sakeithia Jones the masks are trash just like the people who buy them. I said what I said sis! ❤️

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1:38 pm EDT

Mac Cosmetics Powder foundation

Ordered a buy 1 get 1 free promotion for my wife. The link took me to their Facebook page, not the order link. I sent a message through Facebook and got a response within 24 hours that I am supposed to order it on Lazada. I went to order it on Lazada and there was no option to select the buy 1 get 1 free promotion. At first, I selected "2" units, but saw the subtotal was for 3, 200 baht, so instead I selected "1" unit, thinking that they would send the other free one for the single price of 1, 600 baht. But, they only sent one, and when I pointed out the error on Facebook, they said I needed to select "2" units and there would be a 50% discount on the 3, 200 baht price. But, that's not explained anywhere! When I pointed this out to them, they said that I could return the one product, but they had run out of the free one. Bottom line is, don't trust MAC to get your order right. I'll never buy anything again from a place that doesn't take you directly to the advertised sale. And, of course, I'll never buy another MAC cosmetic product, as they didn't fix the problem when presented with the facts of the order fail.

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ShihTzuX2
Longview Texas, US
Dec 04, 2020 4:17 am EST
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Beware! if buying branded products online, make sure you are directed to the brands website! otherwise, if directed to lazada or other third-party sellers you will probably be sold fake chinese mac products! the chinese copy and manufacture billions of fake branded products to the unknowing consumers. yes, even cosmetics.

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4:01 pm EST
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Mac Cosmetics Modern twist kajal liner in Shoreline

I would like to express how disappointed I am in your decision to discontinue my favourite liner and not replace it with a viable option. I have found a replacement with Marc Jacobs cosmetics and will no longer be a Mac customer . I am sure that that was not your intention when you discontinued this item, but that is the consequence. I am sure that I am not the only one that's made this decision.

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6:25 am EST
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Mac Cosmetics undelivered order, unethical behaviour, worst customer services ever

I ordered and paid for mac products from official mac website online on the 29th of dec 2019 in istanbul, turkey. I never got the items! (today is 14th of jan 2020) after 10 days customer service called me to ask why I returned the products. I didn't! There was no calls or warning from the shipping company they work with. They said they were gonna send them again. Saying sometimes the shipping companies didn't deliver the products, just returned them? I went to the shipping company myself to see what happened and there was no registration in my name. Those products were never sent. Noone explained anything, noone apologized. I e-mailed turkish mac customer services. They only said: we sent them again. Nothing else! I waited again and still do not have the products. Today I called the customer services and the lady said that they have just sent them so I cannot track its number yet and I need to wait again. No explanation, no apology again. This is like a joke! When I reminded all these to the lady, she said: ok, sorry, anything else? Is this the mac quality? Doesn't anyone train or control those people? Did I pay all this money for such a behaviour? Will anyone from mac company answer me seriously? Will I ever get my order? Order no: [protected]

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Mary Ann Kampfe
, US
Dec 08, 2020 3:38 pm EST

Pretty much the same thing happened to me. I was in tears.

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8:38 am EST

Mac Cosmetics customer executive

Mac shud explain their executives to sell the products in a polite manner, rather than simply acting smart and considering themselves as the head of mac cosmetics..this really kind of upset the customer..im talking abt mr.raju verma, branch in logix mall, noida..plz take care!
I feel that a lot depends on the person who can clear your doubts and convince you to buy the products..behaving in such an unprofessional manner is really not appreaciable!

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6:51 pm EST

Mac Cosmetics lipstick

Hi I have a complaint about my MAC lipstick bought on Friday 1st November. I used it for the second time and it broke off! This is not the first mac lipstick to do this. I have one other lipstick that did this. I wasn't going to contact you after my cold front lipstick broke, but now that another has I feel I must say. I have many many MAC lipsticks. It is all I wear. Please can you advise what can be done. I live outside Ballymena and travel to Belfast for these. I'm very disappointed.

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7:21 am EDT

Mac Cosmetics no staff!

Everytime I go to the brookvale mac places in david jones and Myers there is no staff on! I drive half an hour to get my makeup and to find any staff on there never is! nor a sign even to say gone for 5 min at least! Not only do they have no staff but the products I want they have run out of! get some bloody staff and available products! And to top that of it says I need to write more words to complain for my complaint to even be herd ! Who writes that [censored]! Listen the the customer!

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1:12 pm EDT
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Mac Cosmetics foundation, eyeliner, mascara, powder

Got Mac products from Inorbit mall during last Diwali.Looks like the products are expired, getting pimples n eye infection after using the products.On the products box there is no date mentioned . please help out how with a resolution to my problem. have paid 14 k for it expecting great results but it turned out to be worse than the local ones.. really disappointed.

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12:45 pm EDT

Mac Cosmetics customer service

Yesterday while shopping in the Mac Store. I asked for a Mascara. The customer service attendant went to get my mascara plus 1 more for another customer waiting.
The attendant told the other customer to put the mascara in her pocket without paying.
This really offended me, since I am paying customer as well as the other one.
Mary Halfacer
[protected]

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11:05 pm EDT
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Mac Cosmetics m.a. c. absolutely it. pro longwear lip pencil.

Im a 42 year old Australian woman. While applying the lip pencil to all over my lip, which is what i do, the crayon product fell back through into the pencil (how should this even be possible, is not the pencil full?) and the wooden tip then punctured my lip leaving a splinter. It's quite painful, swollen & looks like i have a coldsore, but its a splinter. This happened on 20th September 2019. I do love all MAC products this is the first ive ever experienced this or any complaints for MAC. To resolve could send me some more lip liners, this one must have been faulty. - Address: 10 Fritz st, Loganlea, 4131, QLD. Australia. -

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2:25 pm EDT

Mac Cosmetics mac shop services

In turkey, whenever i go to any mac stores they dont give me samples all they say is it's finished. Today, at forum Istanbul mac store, i asked the lady to give me a mini sample with my purchase of 3 products she refused. She said it's finished and misbehaved with me. I asked her to calm down and she started shouting and saying bad things about a tourist

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2:21 pm EDT
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Mac Cosmetics gift card

I purchased a Mac online gift card two months ago, of £90 value, and they haven't sent me the pin yet, so I can't activate and use it.
This situation is ridiculous! I sent numerous emails to customer service, but apart to receive an automatic response, I received nothing. I'm really disappointed for the service.
I have been waiting for the pin, almost 2 months, and I'm really tired!
I would like to hearing from you soon.
Thank you.
Arianna

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7:47 am EDT
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Mac Cosmetics service at the mac mirdif city center store and mac arabian center store, dubai, uae

Hello,
This is in regards to the issue which I had to face yesterday (16/08/2019) in your two different stores, Arabian center MAC store and Mirdiff city center MAC store.
Around 8pm I visited Arabian center MAC store to buy some stuff which are:

prep + prime highlighter - bright forecast
technakohl liner - graphblack
eye brows styler - stud
prep + prime lip
matte lipstick - chili

I just showed my mac mobile application to the sales girl which are in the cart and I told her I need these all to buy and then she checked on my mobile and replied technakohl liner - graphblack out of stock and the other all stuff available. Then I bought all the remaining stuff and total amount was around aed 391.

It didn't take even more than 5 minutes again I returned to the store and I showed her prep + prime highlighter which I asked her for bright forecast, instead of giving me this, she had given me the light boost which I didn't even ask for. Then she was sorry and she went and checked to exchange it. Again she came back and told sorry that also out of stock but you can go to any other store and exchange it by showing the bill within 15 days.

I accepted her apology and had to drive to mirdif city center mac store. I reached there around 8.30pm. I talked to one lady over there that I want to buy mineralize skinfinish natural - dark deep as this also was out of stock in arabian center mac store and also need to exchange the prep + prime highlighter - light boost which they have sold me the wrong one. Then she opened the package and told me this is used one we cannot accept. I explained her the whole story this is what happened and I showed her the bill and the time I visited the previous store. But she talked to me in a bad manner seems like she is suspecting me. I asked her to call the arabian center mac store and check with them. But the sales girls in mirdif were not preferred to call them they were giving me so many excuses. After sometimes the same lady called arabian mac store and checked. Even after that mirdif mac store refused to take my item by saying "we cannot accept and take the responsibility go and check with the same arabian center mac store"

Now around 9 pm, again I had to drive Arabian center MAC store. As usual the sales girl apologize to me and tried to give me a voucher card amount of the wrong item. But I refused to take it as I'm not going to trust your service anymore. May be again they will tell me, cannot help me out with this voucher card. So I had to take some other items as I didn't have any other option.

This service is the worst customer experience I ever got from MAC.

1 - Why before billing cannot double check with the customer?
2 - Why do you tell the customer to go and check with other stores, after you billed out of stock items?
3 - If the company is MAC, why the branches are not helping and communicating with each other branches businesses?
4 - If you have a problem with the product why don't you resolve it internally? Why the blame is putting on the customer?
5 - If you are telling me that is a used item, that means you have sold me a used item which is your problem not mine and you are telling the customer to go here and there to solve it out! Is this your customer service?
6 - If you are talking about hygiene, I can escalate this to higher, that you have sold me a used item.
7 - There is a way to talk to a customer. How is that acceptable talking in an insulting way in front of other customers like suspecting?
8- When I returned to the Arabian store for the last time, the sales girl even she told me "if you come on tomorrow, even I should have told you this is a used one" so what is the purpose of stating on the bill you can exchange within 15 days?
9 - Who is going take the responsibility for the time which you wasted from me around one hour, my car wastage and the talking to me in an insulting way in front of the other customers?
10 - Main problem is why your products are not sealed type?

I have attached some pictures which you can have a look.

1st pictures is the exchanged bill.
2nd picture is the statement of the exchanging policy.
3rd picture is the items which I had to buy as I didn't have any other option.
4th picture is the items I bought before. (Without the wrong item)
All you can see are not sealed type.

I'm looking for a quick response for this.

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11:07 am EDT
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Mac Cosmetics makeup samples

I have been filling this out for over a year now to get mac samples and I never received any can you please find out why or please send me my samples. Cheri cosner. 5 swallow lane henry virginia 24102 I really love your products and do buy them and everytime I fill out the request form in photo below I end up extremely disappointed when I do not receive my samples

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Update by Cheri61
Aug 13, 2019 11:10 am EDT

Where are my samples after a year of filling this out Grrr 👺👺

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12:32 am EDT

Mac Cosmetics incompetent customer service

I ordered items online 8/1 and later received an email stating my items would be shipped to some unknown person in CA. I'm in PA. I contacted the toll free number and explained. I further recalled that I did see this unknown name and address on my account and clicked to change the billing address to my address which was already in the system. I stupidly assumed that would change the shipping. It did not and when I received an email confirming the order I followed up with the toll free number. I explained and the person stated that she would change the shipping info and I should be set. Later I git an email stating that order was cancelled. I call and speak to a person who says that she will remove the name and address that did not belong on my account and that she would place the items back in my cart and I could repurchase. I inquired about the preauthorization pending charge and she stated that that would drop off and not go thru. I reordered the same items again and noticed that now there are 2 preauthorization charges. Today I get another email stating that the second order was cancelled. Upon further investigation I learn that the person who cancelled my order put in a fraud alert therefore all orders I made will be flagged. I AM FURIOUS. Additionally, the first charge has completely been authorized and the money has been removed from my account. I want someone to contact me immediately to discuss placing my money back in my account and two not submitting the charge to my bank for the second charge and three fix your system, retrain your incompetent staff so that I can get the items I desire.

Lynn Speight
[protected]

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7:21 pm EDT
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Mac Cosmetics sales lady gave me the wrong product

Hello I was in Gold Coast at the airport and bought Mac NC15 and got home to Hobart to see the lady HD in fact given me NW15 which I am unable to use I have the receipt however when I went to exchange at Myer in Hobart where they sell Mac they advised this was not possible and to contact you.
I am almost out and need my make up and I am not prepared to go spend another $54 on another bottle
Can you assist please
My email is Simone.[protected]@qantas.com.au and contact is [protected]

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12:26 pm EDT

Mac Cosmetics mac store - macy’s, newport mall

This is regarding a purchase that i made on June 10, 2019 at MAC store - Macy's, Newport Mall.
Product - MAC Studio Fix Fluid.
I got it for my mother by checking the shade on her, so I don't remember the shade name. On coming home I kept the bag As-is. Later when I opened the bag to give it to my mom, I found the bag empty. Searched for it frantically to realize that the store girl did not put the product in the bag and billed me for it. I have been a consistent customer of MAC and would like to be compensated for this carelessness. Please send me a store credit/ refund for the same. Thanks.

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Sulphur7
, US
Jul 10, 2019 2:24 pm EDT

Why wouldn't you have immediately contacted the store?

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3:49 pm EDT

Mac Cosmetics mac store credit

I have been a MAC Cosmetics user for 20 years, and recently, when I returned an item to the MAC Mall of Millenia store, I was given a MAC Store Credit (plastic card). When I attempted to use this card online, it would not let me. When I attempted to use this MAC Store Credit card at a MAC Counter in Dillard's, it would not let me. When I attempted to use this Store Credit Card in a MAC kiosk in a mall in North Florida, it would not let me. When I called the MAC 1-800 number, they would not let me purchase something over the phone using this MAC Store Credit card. I am now so frustrated and will be switching to Bobbi Brown for all future makeup products. This is NOT how you do customer service and create brand champions. I am so disappointed.

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5:29 pm EDT

Mac Cosmetics damaged product

My husand was in Chicago for work so ordered a mac delivery to the Ritz hotel in Chicago where he was staying. Box arrived with makeup in pieces and damaged. My husband called MAC and they said they would re-issue label to send box back and replace goods, no label arrived. I rang customer service to see if he could bring the product to the airport where there is a mac counter, they said no, that they are two separate companies. I followed up by chat to customer service. I suggested a mail forwarding company, no response. I asked repeatedly for a email to send pics of bottle, they said incorrect email address: http://Customercare@mac.com, this address doesn't work so couldn't send pics of damaged products. Also two items did not arrive and they did nothing to cancel and reimburse order. A terrible customer service experience. Order: Order [protected].

Pic of damaged good attached
Thanks
Teresa O'Brien
Sydney - Australia
+[protected]

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Mac Cosmetics contacts

Phone numbers

+1 (800) 588-0070 +1 (800) 866-6464 More phone numbers

Website

www.maccosmetics.com

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