Maccosmetics Reviews 

Natalia, in the Covent Garden MAC branch delivered amazing customer service! She took the time to understand my skin, recommended me the right foundation formula and shade, and then redone my makeup really beautifully. She is an asset to the MAC team!

Yesterday I popped into the Mac shop in London Bridge located in the tube station. I live in the Cotswolds and was in London to do a spot of Christmas shopping. So I thought I would stock up on some old favourites and some new things too.

However, my plans for a blissful afternoon of retail therapy was derailed by a surly, miserable woman of indian race in her 30's. It seemed to me, that she thought that I looked a bit too happy for her liking.
So she wasted no time being as nasty as possible to me, almost immediately. Her attitude let me know that she really disliked her job, because a person who enjoyed their job would never have behaved the way she did.

My attitude was "Well, that's HER problem!" And I ignored her and continued to browse the products on offer. When she was in proximity again. I showed her a mac lipstick that I had brought with me, and asked if she had that colour in a lipgloss format.

She reached out to take the lipstick from me, but I didn't allow her to touch it as I don't allow strangers to touch my personal toiletries. She frowned, and then said in a vicious tone of voice "I can't see the colour!"

Even though I had swatched the colour on my hand, vibrantly enough so she could very clearly see the colour. She just continued to give me bad attitude, and finally I had enough. So when she returned with the lipgloss, and again began to address me with nastiness.

I calmly said to her "I don't like your attitude, and I'm gone!" And with that I walked right out of the shop, and took my custom to Space NK instead.
And I was so glad that I did! As I had a lovely afternoon treating myself to all sorts of lovely skincare and makeup. The best part? Not having to deal with with any sour faced assistants trying to spoil my day.
The staff at Space NK were absolutely lovely! And it's one of the reasons why I love going there so much.
Mac cosmetics, take note on how the best retailers, do customer service.

So basically I will never step foot in a Mac shop again, I have heard the stories of how SOME of the staff treat customers. But I thought it was a thing of the past. How sad to see that the tale is true, and is still very much alive and well in 2023 almost 2024.

Space NK and all the other retailers, who value their customers, and show it in their outstanding customer service, will be the only retailers who will have my money.
I let my 3.5 million followers on social media know that customers must ALWAYS vote with their wallets, whenever they encounter bad service. As it sends a strong message and a reminder to the offending business..that without us the consumers, you are NOTHING!

Absolute terrible customer service,
I placed an order and needed to cancel due to incorrect shipping address.
Called customer service and was told to call back in 45 mins 3 times due to order not yet on the system. On the 4th time is was still not on the system and the advisor said she’ll keep an eye out and cancel it and that id get a cancellation email. The next day after still no cancellation email I tried the WhatsApp customer service route and 2 days later I’m still waiting for an advisor to get in touch.
However i received a email saying my order had been shipped.
So looks like I won’t get my product or my money back.

Horrible customer serve from mac!

This is the second time I tried to place an order with MAC cosmetics paid for next day delivery such a bad service no confirmation on order no reply when trying to trace the order no delivery over £70 order don’t use this company less than 1 star

I love MAC. I have used their products for over 20 years. I was shocked when I went to order my usual eyebrow styler and in a matter of six months, it has gone from £9.25 to £20.00!! £20.00 for an eyebrow pencil!! I cannot believe it has over DOUBLED in price in six months along with other products. What a shame..... regrettably time to change to another brand.

I ordered some essentials for my friend's birthday and had a really smooth shopping experience.

Dispatch was very quick (1 day) and their free/standard delivery service option is fully tracked.

Unfortunately, I had some issues with the delivery and had to get in touch with their support. My experience with their customer service (Live Chat) was fantastic, they were apologetic and understanding. They made a difficult experience into a good one and I will be using them again in the future :)

I normally absolutely love Mac and have been a loyal customer for years ams until recently I have never had to go through the experience of returning anything I’ve purchased. Unfortunately this is where Mac really has let themselves down in my opinion. What a hassle it is to return anything!
I will hold my hands up and say the reason I had to return items was due to my fault of ordering the wrong shades however I realised this straight away and contacted Mac to try amend or cancel my order. They told me that due to confidentiality agreements they can no longer amend or cancel an order after it is made. They advised me to reorder the correct shades then return the incorrect items FREE of charge once I received them. Once my parcel arrived I realised they do not include a receipt, returns form or even a returns label in their parcels so after googling for to return items I’m shocked to see that I need to download and print their returns form, head to my nearest yodel shop and pay for the return.
1) I do not understand why I was not able to cancel my order “due to confidentiality reasons” when their website states you can cancel an order.
2) since when has it got so complicated to return an item to a well known retail business?
3) why tell customers returning items is “easy, straight forward and free of charge” when we need to download and print our own label and returns form then charge us?

Absolutely the worst foundation I have ever used. My own fault for not reading reviews, I bought this from Selfridges without trying first. Waste of money as I can’t take it back.

Great products, their studio fix fluid is a staple in my makeup bag, as is spice liner and velvet teddy lipstick.
I love that they do free delivery over £30 and delivery has always been pretty quick. I like that they frequently run discount codes and offers when you spend a certain amount.

Took my money and didn't give a refund for selling me an out of stock item. Will not ever buy from Thier website again. Thanks to my bank I got the money back.

I ordered few products on Black Friday and not only it took almost one month to arrive, the box was literally threw through the fence of my house. I went away on the day of delivery and I was surprised when I came back home nothing was broked because it is a high fence, but all products were completely wet with boxes falling apart. As I wanted to gift some of the products and all packages were damaged by rain, I kept the products to myself and placed another order. I went to track the order today to discover the order was cancelled, without any emails or messages about it - last update I received was they were packing my order. I spent more than one hour on the live chat today waiting for an agent, no customer service at all, no agents available. It is a shame that such a good brand offer the worst ecommerce service I have ever seen. Will definetely start replacing my mac products by other brands from now on. And by what I can see on trustpilot, they do not care about all bad reviews they have - lets see on the future where this is gonna take them.

Very disappointed.
I have worn Max for years so tried their virtual ‘try on’ service. I was slightly sceptical but thought it was worth having a go. Long story short, the colours were dreadful and didn’t suit my skin tone. I packed the lot back up and have returned. Where is my refund?! Who knows!! Trying to use the WhatsApp function but get no response and a different rep every time I try. Wouldn’t shop online with Mac again

Have been waiting for a refund for 6 weeks, only 25 pounds, not 2500 pounds! , i have collected numerous case numbers, every time to hear a new story. You wait 10 min to get through, and hear about the thousands of dollars that they donate to charity. But if they dont look after their customers, they wont have money to donate. Spoken to Clair, Meleme, no good news. Come on people, this is UK, a first world country!! Jack up your service!! It is a disgrace!!

I ordered a gift set from the website upon receiving the lipstick was broken. I contacted them over the phone and was told to send images. Normal the word of customer is sufficient but ok I accept their policy sent photos. 48 hours later after chasing for a reply i was told it will take 5-7 days to get a replacement. I did receive a replacement but a sample!!
I ordered a full size item which got delivered faulty and received a mini as a replacement!! This must be a joke!
Tbh worse customer service i have come across. I love Mac products but the service always seem to disappoint!

Extremely poor service! I ordered online and paid in full for two items. 3 weeks later only one item arrived in a huge box the other item was missing. Telephoned (having eventually found a number on the website a miracle in itself!) First customer services agent told me that the item wasnt in stock and apparently I should have been informed ( I wasn't). Then said she would organise a refund but because there was a current 'glitch' in their system she would have to call me back in 30 minutes. Two hours later having still received no 'phone call, I called back and spoke to an extremely helpful Alex. He informed me that a refund had actually been requested 3 days earlier but that I should expect to wait up to 7 working days for the refund to appear in my account. So MAC has had £28 of mine for weeks under false pretenses. I will not use MAC again EVER.

I expected a little bit more when I paid an additional £2.50 for my item to be gift wrapped than a plain old cardboard box

Thank you to the girl in the Braehead store who helped me with choosing brow products yesterday. The colours are perfect (brunette & lingering).

Using creepy men who refer to children's genitals as 'Barbie pouches' is a very bad look. Make up on men targeted at women and children is totally unncecessary and smacks of pandering to a gender ideology cult that is capturing brands and institutions. So dangerous. Boycotted.

Absolutely terrible customer service, no help or information given . Employees believe their only purpose is to stand there and look pretty.

Ordered from their online store and selected next day delivery. Royal Mail said the item was delivered (late, around 8:30pm) the next day but it never arrived, have checked with neighbours and everything but the package is nowhere to be seen. Tried to use the chat live function on their website but it's literally rubbish so don't bother. I assume the only way to contact them is via email or phone call, which are both very inefficient. I honestly expect better customer service from such a big company and am pretty disappointed.