MAC CosmeticsReviews 267

In May 2020. I purchased two items from MAC. They came broken. I tried to reach MAC for either a refund or to have them re-send the products. After trying in vain to reach them, I escalated a claim with PAYPAL. I did EVERYTHING was asked to do-- down to paying (more money) to send the product back to MAC. I just received a call from the UPS store indicating that MAC REFUSED to accept the returned products. If I have to send this again, this would mean paying TWICE: first for products that were so damaged that they cannot be used, and second to send back products that I received damaged in the first place.

I am tired of this run-around with MAC. I sent photos to PAYPAL twice, explained what happened three times, sent the product back as requested, sent the tracking number for the returned product, and now this. I just want a refund and will have no further dealings with this company. They were quick to pull my money, but now I end up spending more just trying to get this resolved.

UPDATE: I finally received a full refund from MAC, but I will never purchase their products again.

I've ordered from Mac cosmetics pretty often due to the whole pandemic, while I can agree their products are great and worth your money, I just wish their customer service would be more helpful. Whenever I make a purchase they always deduct the money from my account instantly but never send me confirmation or shipping emails. This has happened three separate times, I tried to email them but they just send me back the typical "we'd love to help you out so we suggest using our phone line" That's understandable but I wait on hold for hours! I've tried to call them three separate times within the past two days. But I never get through to anybody, I just find it so unprofessional to not let someone know what's happening to their order. It's been over a week since I've purchased my item and nothing has been received in the mail, I can't track it either. It really shouldn't be this hard to reach someone to help me know where my items are!

Have used Mac for over 10 years but I had the worst experience when I ordered online. I placed an order of over $300 on 5/3 and they had promised to mail within 4-7 day but by 5/13 I still had no communication about my order status. I tried calling multiple times but was kept on the phone for over 30 minutes and twice I gave up waiting on the phone. I tried chat and there was no response. I decided to call again and it took over 1 hour for someone to pick up my phone. My order was still not processed... I was so disappointed and had to cancel. It SUCH A SHAME THAT MAC HAS NO SYSTEM IN PLACE TO PROMPTLY RESPOND TO THEIR CUSTOMERS OR HONOR THEIR PROMISE ON SHIPPING TIMEFRAME AND WORST, THE POOR COMMUNICATION WITH THE CUSTOMERS. MAC HAS THE WORST CUSTOMER SERVICE EVER!

I tried their Ruby woo lipstick and I am totally in love with it. Such an amazing color it leaves on the lips and even being on the duskier side. It suited me the best.

Love MAC products but SERIOUSLY disappointed in this response about broken lip gloss containers, it has happened three times now with this lip gloss and I finally asked for a refund. This is what I got. OH, and another time, I bought a lipstick IN a box, took it home, and it had been USED. I bought it in an airport, not like I could go back to the store about it. GROSS.

"Dear Ms. XXXXXX,

Thank you for contacting MAC.

We sincerely regret to learn of your experience with our product. However, we hope you can understand that we are unable to provide compensation for circumstances that are beyond our control. Due to the number of requests received, we are unable to make an exception.

Your feedback is important to us and I will be sure to share your remarks with appropriate M. A. C executives for for review and evaluation. Thank you for bringing this to our attention.

Thanks again for taking the time to contact MAC.

Sincerely,

XXXXXXXX
Consumer Care Representative
MAC

Case ID: *******

FYI, circumstances "beyond their control" is a crummy container design that busts with any kind of contact. Specifically the MAC liquid lip colors. Don't be fooled by the pretty colors. The cheap plastic containers are good for a few months or the first accidental drop, they break faster than fine china. Shame on you MAC.

I order from mac frequently. The price of their products keep going up and I feel like there used to be more options for POC. Also, they used to have more options for freebies. They used to have more incentives for their members.
Customer service is amazing like always though.

After years of being a very happy and loyal MAC customer, our relationship has come to an unfortunate end. This company offers great products at great prices, and I have sent many friends, family and strangers to them for years. But, over the past several months, products which had become daily staples of mine, have been discontinued. Nearly everything I use! And, when traveling to their website to try to find these specific products, I was told I could purchase them in alternative packaging instead. (i. E. the blush I use isn't available in a single compact any longer, but I could purchase it in a double compact - of course buying the compact and insert holder separate from the actual pan of color. Oh! And, since it comes in minimum of two per palette, I'd need to either double up on the shade, or select a different color to accompany my blush.) The foundation I use is no longer being offered. Period. The list goes on and on. I spent over an hour with them via online chat today, finally placed an order which I felt lukewarm about, only to have them follow up with an email to me later indicating that they no longer have the products they talked me into buying. "Sorry! Discontinued." They were kind enough to say that they'd make their best effort to cancel my $100+ order, but they could not guarantee that. HA! This company must be going down, and fast. The store that is local to me is being closed, and has very little in the way of marketable inventory. It's sad when a company that I had such faith in before has come to this. Buyer beware! MAC is not to be trusted going forward, and I'm not spending another dime of my money with them.