Maccosmetics Reviews 

They’ve robbed me

I feel disgusted in mac. I’ve given them 9 working days for a refund that is over £100.
They told me it would take 7 working days, and it is not in my account.

First, I was told it wasn’t actually processed and they would send me a free gift as compensation. Next thing, it HAS been processed and I must contact my bank for further assistance.

So, which one is it? Cause I really do not know. My money is still not in my account.

Ordered the items I needed. Money was taken from my bank straight away but I didn't recieve the confirmation email. I gave it a few days and when no items were delivered I called and spoke to some one who couldn't find my order but was able to find my payment. She was very helpful to be fair and arranged for the money to be returned to me quickly but this is the 2nd time this has happened to me when I have ordered from MAC and I've only ordered from them 2 times! (I really didn't think it would happen twice!) I will not order from this site again.

In store experience is always a pleasure, but the website itself is a nightmare to use. Slow loading pages, glitches, search button not functioning, items vanishing from the shopping card, special offers and discount codes not applying at checkout.

Was missing a lipstick from order, rung them and sent a new one out and arrived within 3 days with no issues.

Very poor experience buying products online. Bought a lipstick which was nothing like the swatch on the website. Slow to dispatch products and process returns/refunds. Online chat and WhatsApp unavailable, nobody answering the phones. VERY FRUSTRATING!

Online service is poor, which is a shame. Ordered an online order during black friday, reveieved email confirmation and nothing further. Contacted representatives online over a week late to check my order status who informed me the order had been delivered a week ago at the collection. Due to work shifts and shop opening times I was unable to now collect until past the 10 day cut off, representatives said they could not do anything about this and said I had to go and collect, despite telling them a number of times I couldn't due to work. They were very unhelpful and have provided no solution despite this being an error by them. Maybe shop elsewhere for Mac if you want them, or better yet, find a different brand with better customer service!!

Awful customer service on the mac cosmetics uk site , literally misinformed and not knowledgeable about how to offer customer assistance and find a solution to remedy an issue that was raised for an item that was never delivered . Very unfriendly attendant , raising the tone towards me over the phone , not willing to help or offer any solution :( I am very unimpressed and disappointed with the purchase online ( over their website maccosmetics.co.uk ) experience , will definitely avoid that in the future

This is the first time I've ever taken to writing a review on Trust Pilot but for such company of this size and reputation my purchasing experience has been dire and far below what a company of this size and wealth is easily capable of. Five whole days after placing and paying for my order (when I would be expecting to receive my items), I received an email from Mac advising me the product I had ordered was out of stock so would not be arriving and I would receive a refund for this item. Their items are not stored by or obtained from a 3rd party company; they are their OWN products, this should never happen. You should not be able to purchase an out of stock item on their site and there is no excuse for it happening in the first place, let alone taking 5 whole days to inform me of such.
I have just come off the phone with MAC UK, to give them the opportunity to address this and give me any reason to ever return as a customer. I was offered some free samples (which are there to benefit the business, not the customer) and the customer service both sighed and laughed at me down the phone during a recorded phone call. How unprofessional. This is after 12 years+ of buying from MAC (in-store), don't think I'll be coming back.

Great foundations and concealers. Could improve the pigmentation on some eyeshadows

They lied about dispatching my order. I placed an order with next day delivery - dispatch email wasn’t sent until the day it was supposed to arrive. Hours after that, I had an email saying part of my order was out of stock and the rest would be “sent shortly” - and according to Royal Mail, they still haven’t sent it! Mac is supposed to be a luxury brand and this service is just appalling.

Spent £50. Got two eyeliners and a lipstick. All unusable. The lipstick came off immediately - I’ve had lipsticks in the past and they’ve been really long lasting. But not now. The liquid eyeliner just slid off almost immediately. And the pencil eyeliner was so waxy it didn’t actually go onto my skin at all. Complete waste of money. I’ve had good products in the past but recently it’s just rubbish and overpriced.

I ordered some foundation online for my Mrs, ordered appeared to go through online as normal but I received no confirmation email. I checked bank and the funds had been taken. Waited a few days for the confirmation email to arrive but it didnt. Went back online, followed the instructions only to learn that when item is dispatched that is when I will receive an email. One week later still nothing, and no product. Checked my bank and they have returned the funds. Not a single email along the way to inform me of my placing an order, or the fact the have returned my funds for whatever reason. I'm a pretty seasoned online shopper, nothing much surprises me but for a huge international cosmetics company to behave and treat online customers in this manner is really quite unbelievable. If they cared to read the reviews on here then they'd realise the online experience needs a serious overhaul. Avoid at all costs to avoid disappointment. You can buy mac products from other outlets.

Totally dreadful company. I placed an order to take advantage of the 'free' lipstick offer. The items were confirmed as available and the order processed. Guess what all items received apart from the 'free' lipstick. Customer service non existent, if the item had been emailed as out of stock at the time of the order this wold have been acceptable. I have asked for the details of the chief executive as I plan to progress this. I will also continue to post on facebook and twitter to warn other potential victims of this dreadful company

Awful experience. I applied for the free lipstick with any purchase last month. The offer ran over 2 days. On day 2 of the campaign I received an email stating my order was cancelled because there was no stock yet the offer was still being advertised on social media. I spotted people sharing screen shots claiming up to 5 lipsticks at once. I sent this to customer services as was offered a 15% discount off products. Today I noticed certain customers received a bottle of fix it spray as an apology. Then why not do this for all customers who were let down? And next time perhaps limit the offer to 1 per person and give other people a chance!

Don't waste your money. National lipstick day this year, free lipstick with any order so I place my order. Few days later its cancelled because they run out, that's not a me problem that's a they problem. They tell me to basically suck it up and there's nothing they can do. So fine, whatever, I'm a loyal customer but clearly that means nothing. I then find out that others in my situation were offered different items instead as a gesture of goodwill. Just been on their chat to discuss this to be told they can't discuss others orders. Absolutely appalling customer service. The customer isn't always right but this time she was. Very badly handled and they don't even care.

I visited the Cardiff store yesterday, the first time in over a year with my back to MAC products, the first lady I saw was lovely, however as soon as another person came in she abandoned me, another lady then came over I can't say she assisted as she just stood there and offered no advice or was there any interaction, to the point she made me feel I was taking up her time, really disappointing experience which is a shame as I have always found them very welcoming there in the past.

I ordered on the day they were offering free lipstick. They continued advertising and selling items after I made the order. My order was cancelled due to items out of stock. 15% off doesn’t do it, I’m not going to spend money with you when that’s all you can do… doesn’t quite compare, does it?

Mis-sold a lipstick promo (meant to be a free one in the order I placed around 18.11pm and they continued to take orders all day - they must have known they couldn’t fulfil these. WhatsApp chat was told I’d get an update in a moment but after an hour they closed and rather than being on a list for the next day I was told I had to contact them again. Refused to cancel my remaining order so I have to find time and go to a post office to return despite it not yet even being despatched. Also only care about English customers as shown by doing a free lipstick promo with no purchase needed in England only. Ps only told me the lipstick wasn’t coming when I emailed for clarification as the original email just said an item was coming - didn’t specify which one. Updated from 1 star because they eventually offered a replacement free lipstick as a gesture of goodwill and put me back in the position I was previously.

Mac Cosmetics have made my day! It is so rare to find a retailer provide what they advertise, respond to customers who alert them to any errors and go above and beyond to retain customer trust and loyalty.

On the this occasion I received unexpectedly poor (completely inaccurate) advice from a staff member, when the opportunity to provide feedback was presented I mentioned this.

Leanne (Consumer Experience Advisor) was so sorry to hear what had happened, realised that I am a long term customer and she surprised me by posting me a suitable product entirely for free!

I am stunned by this goodwill gesture and cannot thank Leanne enough.

I love Mac because their products cater to every need and occasion. Plus their zero profit charity range is unparalleled by any retailer.

Went into Westfield today to get a colour match with an outfit I planned to wear on my birthday next weekend. They were super helpful and were able to find me the correct shade of eyeshadow and a lovely lipstick to go with it