Poor website, charging for what should be a free delivery
Started to place an order for a lipstick and noticed I was charged for delivery. I’d already checked delivery charges and found this on the website -1. Standard Delivery: £2.95 (FREE on every order when you sign in, register or when you spend £30)Live chat wasn’t working, the site suggests contact by WhatsApp but when a message is sent you get an immediate response stating that WhatsApp isn’t monitored and it suggests using live chat! I’ve called and been told that free delivery is a promo when you sign in for the first time, this should be communicated in the delivery info!
J McDonnell
complaint
You cannot complain - their chat or wats app does not exist- I am writing to express my deep frustration and disappointment regarding a recent purchase from MAC Cosmetics.On the 27th of November 2025, I brought a group of my theatrical makeup students to MAC store for a demo, they enjoyed the experience and purchased a great deal of products. I have always championed MAC to my students but will not moving forward a complete rip off. I personally purchased a Lingering eyebrow pencil. I have used just a few of times — and I truly cannot believe that something at this price point has run out so quickly. I am honestly shocked.I feel this is a really disappointing product, and I do not feel I have received value for the price I paid. I would like to understand why I should be expected to pay such a high price for something that lasts for such a short time.I look forward to your response.
Charty
45 minute service at MAC store,Arcadia CA
I booked a 45 minute service at the store in Arcadia, CA. It was such a disappointing waste of money. I wanted tops and tricks, especially showed matching and how to apply make up. The woman who was supposed to be an expert was taking tips from me. She had no idea how to help with my skin tone or application. I could have just walked in and had swatches and did not have to spend $90. The overall atmosphere at that store is unwelcoming and uncomfortable. The were too busy talking to each other to even notice customers coming in. I love some of my MAC cosmetics but this experience has made me rethink being a MAC customer.
Reba
Will never do business with them again
Will never do business with them again. I ordered over $100 worth of product and got one free sample. I needed to return on item which was $24. They wanted their free sample back before they would approve a return. Seriously! There are 900+ beauty companies out here and you want your free sample back?! Plus it took 10 days to get product when competitors can get it here in 4.
Gina Cook
Scam - online Mac 8-in-1 offer
I ordered the Mac 8-in-1 package online, but the seller sent the wrong item and three items were missing from the order. I contacted them repeatedly through WhatsApp, but after receiving the payment they have stopped responding. Because the number is now unresponsive and I can’t reach them, this might be a scam.
Kavita Jassim
Locked Kiss lipstick does nothing of the sort!
I finally got my hands on the Locked Kiss 24hr lipstick after it constantly being out of stock. Absolute rubbish! Barely lasts half an hour let alone all day. So disappointed to have wasted £32 on a lipstick which I can’t really wear is it leaves me with a bright red ring around my mouth.
Han M
Mac make-up gone bad .
Customer service bad now. The make-up has changed and it just not worth the money anymore . Im done with mac. After 13 years . I'm done ..
SashaAnn Ann
Very poor customer service ordered…
Very poor customer service ordered advent calendar on 25 November 2025 only to find next day reduced by £50 so tried to get difference back but was told to return and reorder which I did and it took till 9 January 2026 to get the refund after a lot of arguing with Mac and constantly contacting them , I was offered a small gift as compensation which I refused.Does anyone know how to make a formal complaint because I don’t think anyone at Mac seems to care about customer service. I will not be ordering anything ever again from them and will never purchase anything from there stores
Anthony Peacock
I would like Mac to bring back the old…
I would like Mac to bring back the old concealer. It was the best concealer.
Lizzie Thompson
Pre flight pamper
I was passing through Glasgow Airport and stopped by the MAC store (part of the Jo Malone, Bobbi Brown, and MAC unit) and had such a lovely experience. Stacy looked after me so well and made me feel amazing — I left feeling confident and ready for my flight.The shop is clean, welcoming, and a really nice space to take your time exploring the products and fragrances. Being able to try things out in such a relaxed way made the whole experience feel special, which you don’t always get at an airport beauty counter.I’m really happy to leave such a positive review for Stacy and the team, and I’ll definitely pop back in next time I’m passing through Glasgow Airport.
Breeda Ojo
Why are mac cosmetics using evri for a…
Why are mac cosmetics using evri for a courier service? Come on look at the complaints and reputation of evri this is a reflection on mac. Ive had my items stolen out of my parcel and the box was soaked and ripped open. Im so upset as I spent my last spare money on thoes products. Someone will be wearing my NC44 foundation and it won't be me!!
Ky
Terrible customer service
Terrible customer service. I will not order again online! My package was lost, and they refused to do anything about it. They wanted me to file a claim and try to find it, even though I was not the shipper! Finally, after I said I would go to BBB, they shipped a new order. It took another 12 days to arrive. I needed it for Christmas, and when it finally showed up, I was still missing an item! They couldn't care less.
customer
Partially shipped order will not get resent. Awful service.
I recieved a partially shipped order, it took 3 weeks to speak to any form of customer service and when I finally got the chance to speak with a chat they simply said they didn't charge for the non-shipped item as it wasn't in stock. When asked if they would send the missing item, they basically said, we didn't charge you, we don't send missing items out... that's that. Awful service. Wish I had looked on here before buying from them.
Felttip_pen
staff was super kind & friendly
staff was super kind & friendly, as a pro-mac user & mac pro member, the artists at the store were very understanding and cooperative of what i want/need/willing to purchase.
Jad Sadek
Never again third time trying to get it right
Ordered from website the delivery company lost first package, couldn’t contact Mac customer services no email address that works no response on WhatsApp finally got someone on phone who agreed to express ship new package for Xmas delivery - package didn’t arrive until after Xmas and now items are missing so start the whole process again to try and get items I ordered 5 weeks ago - and no free gift because of course it’s out of stock now and they have no alternative available - never again what awful service
Edel Mullan
Best product
I have been using this product last 4 years, Foundation, Foundation powder, Lipstick all products are good and the lady Sushmita is very nice, she explains nicely how to use which product. Even busy time she takes care of all customer, smiling.
Priya Rai
De patat is koud
De patat is koud
Ruth van Heerikhuize
Beware
Beware! This is not a reliable company! I placed an order which was delivered 2 weeks later. I refused it, as I didn't needed any more. There are 25 days since the goods have been returned and no refund. They can't be contacted, nor by phone or by email. I will register a claim to the Authority for Consumers Protection
Iulia
Paid for items to be gift wrapped
Paid for items to be gift wrapped. The items were not gift wrapped. When I tried to resolve the issue through their live chat, the customer service rep said ‘the order shows they were gift wrapped, so we can’t help you.’ I asked for the contact details to make a complaint and the customer service rep refused, stating my issue was not worthy of a complaint. The products are fine - the service is some of the worst I have ever experienced.
PJ
WORST company ever!
What a horrible experience! They take your money then the company they use to ship "loses the package". I tried to call customer service and there is no answer. The virtual chat doesn't respond to what you type - usless! Called an official MAC store & they say they have nothing to do with it, sorry. I explain their company took my money and I received no product and they say Sorry. I'm going to call The BBB. Even though this is supposed to be a legitimate retailer it is set up like a SCAM! Never use this site or order from it!
J Dessert
