SmallBizGenius Analysis

MAC Cosmetics receives mixed reviews, with many customers praising in-store experiences and product quality, while others report significant issues with online orders and customer service. Delivery problems and difficulties resolving issues are recurring complaints.

Category Breakdown

Scores based on analysis of 272 recent reviews

Customer Service

4.0/10

Many reviewers report difficulty contacting customer service and receiving unhelpful or delayed responses. Customers describe long hold times, unresponsive chat support, and a lack of resolution for their issues, especially concerning missing or incorrect orders. For example, one reviewer stated they were 'left on hold for over an hour' while another said 'the chat is useless because nobody answers it.'

42 reviews mention this

Shipping & Delivery

3.5/10

A significant number of reviewers complain about issues with shipping and delivery, often specifically mentioning Evri as the courier. Common problems include delayed deliveries, missing packages, and damaged items. One reviewer stated, 'Ive had my items stolen out of my parcel and the box was soak[ed] and ripped open,' while another said their 'order has been missing since February 16th.'

35 reviews mention this

Product Quality

8.0/10

Many reviewers praise the quality of MAC Cosmetics' products, particularly foundation and lipstick, when they receive the correct items. Customers often mention using MAC products for years and being satisfied with the results. For example, one reviewer stated, 'I have been using this product last 4 years, Foundation, Foundation powder, Lipstick all products are good.'

25 reviews mention this

In-Store Experience

9.0/10

Reviewers frequently highlight positive experiences in MAC Cosmetics stores, particularly at counters within department stores. They praise the helpfulness, expertise, and personalized service provided by staff members. One reviewer said Stacy 'looked after me so well and made me feel amazing,' while another mentioned Ella 'helped me find the perfect red lipstick.'

20 reviews mention this

Missing or Incorrect Orders

2.0/10

Several reviewers report receiving incomplete or incorrect orders when purchasing online. This includes missing items, wrong shades, and orders not matching the description. One reviewer said, 'Order isnt complete! When i call customer service, the products are out of stock even though i paid for it,' while another stated they 'ordered 4 lipsticks and only received 1 which is the wrong shade.'

18 reviews mention this

Returns & Refunds

3.0/10

Some reviewers express frustration with the returns and refunds process, citing delays, difficulties contacting customer service, and being asked to return free samples before a return is approved. One reviewer said, 'There are 25 days since the goods have been returned and no refund,' while another mentioned, 'They wanted their free sample back before they would approve a return.'

12 reviews mention this

Promotional Offers

4.0/10

Several reviewers report issues with promotional offers, such as not receiving the promised free gift when spending a certain amount. This leads to disappointment and frustration with the brand. One reviewer said, 'Items delivered in good time but missing the free gift,' while another mentioned, 'Received an email from MAC offering a free gift if you spend over £70... I ordered within a couple of hours of receiving the email and didn't receive the gift.'

8 reviews mention this

Pros & Cons

What Customers Love

Helpful and knowledgeable in-store staff Mentioned 20x
"David assisted me in choosing some fantastic new foundation, blusher and powder, which looks fantastic. He was so helpful and made me feel more confident."
High-quality products, especially foundation and lipstick Mentioned 25x
"I have been using this product last 4 years, Foundation, Foundation powder, Lipstick all products are good"
Positive experiences with makeup sessions and consultations Mentioned 5x
"Today I went into Carnaby street for a makeup lesson with Raksha, and she was amazing! I felt so welcomed and comfortable, and she did an incredible job with the lesson helping me find the best products for me whilst also listening to my opinions and wishes!"
Convenient store locations within department stores and airports Mentioned 4x
"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."
Staff willing to provide samples to find the right match Mentioned 2x
"MAC store in St David’s Cardiff - what incredible staff you have in your shop - I went in at 12:30 today just to ask for a sample as I am not loving the new Estée Lauder foundation - the staff were so lovely and found me the perfect match without any trouble"

Common Complaints

Frequent issues with missing or incorrect items in online orders Mentioned 18x
"Order isnt complete! When i call customer service, the products are out of stock even though i paid for it. They can’t offer their customers any solution but a refund. Bad service!"
Poor customer service responsiveness and unhelpful support Mentioned 42x
"Tried contacting customer service to be left on hold for over an hour, gave up in the end as don’t have time to sit about waiting for an advisor..."
Delivery problems, often attributed to Evri, including delays and lost packages Mentioned 35x
"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 soak..."
Difficulties with returns and refunds, including delays and specific requirements Mentioned 12x
"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..."
Inconsistent application of promotional offers and free gifts Mentioned 8x
"Items delivered in good time but missing the free gift."

Common Questions About Mac Cosmetics

Answers derived from customer review patterns

Is MAC Cosmetics legit and trustworthy?

MAC Cosmetics is a well-known brand, but based on these 100 reviews, the online ordering experience can be unreliable. While many customers have positive experiences with in-store purchases and product quality, a significant number report issues with missing or incorrect orders, delivery problems, and poor customer service. The legitimacy of the products themselves is not in question, but the trustworthiness of the online fulfillment process is a concern. For small businesses, it's crucial to weigh the potential benefits of MAC Cosmetics' products against the risk of encountering these issues.

Based on 45 reviews

Does MAC Cosmetics have good customer service?

Based on these reviews, MAC Cosmetics' customer service receives overwhelmingly negative feedback. Many customers report difficulty contacting customer service representatives, long hold times, and unhelpful or unresponsive support. Issues often go unresolved, leading to frustration and dissatisfaction. While some in-store staff are praised for their helpfulness, the online customer service experience appears to be a significant weakness for the brand.

Based on 42 reviews

Is MAC Cosmetics worth it for small business?

Whether MAC Cosmetics is worth it for a small business depends on the specific needs and priorities. If a business requires reliable online ordering and consistent customer service, the negative reviews suggest that MAC Cosmetics may not be the best choice. However, if a business primarily purchases products in-store or values the brand recognition and product quality, MAC Cosmetics could still be a viable option. It's important to carefully consider the potential risks and benefits before making a decision.

Based on 30 reviews

What is MAC Cosmetics' return policy like?

The reviews suggest that MAC Cosmetics' return policy can be problematic. Some customers report difficulties with the return process, including delays in receiving refunds and being required to return free samples before a return is approved. The lack of clear communication and responsive customer service further complicates the return experience. While a formal return policy likely exists, the actual experience reported by reviewers indicates potential challenges and inconsistencies.

Based on 12 reviews

Why are customers complaining about Evri?

A large number of reviewers specifically mention Evri, the courier service used by MAC Cosmetics, as the source of their delivery problems. Common complaints include delayed deliveries, lost packages, and damaged items. Customers attribute these issues to Evri's poor service and reputation, suggesting that MAC Cosmetics' choice of courier negatively impacts the overall customer experience.

Based on 35 reviews

Ready to Try Mac Cosmetics?

Save on your first purchase with 0 verified coupon codes.

View Coupons

Looking for Something Different?

Compare Mac Cosmetics against 139 similar beauty & salon options.

View Alternatives