MAC Cosmetics

I love mac products and have had a positive experience at every store so far (Clarendon or Pentagon). But recently I went to the location over at Tyson’s Corner Center, which I haven’t visited since I was in high school, and the service was down right HORRIBLE! I had picked out a few products and then realized I wanted help picking out the right shade of nude lipstick. However all employees seemed busy, so I figured I’d help myself. When it came time to collect all the products I wanted absolutely no one could help me, every employee in the store was «busy» and the store was not very busy to be quite honest. I asked two employees for help and both directed me to go to the cashier for help, that they were busy with other customers. I was expecting for them to say «I can help you once I am done with the current customer» versus waiting in a line, then having to take away the only cashier ringing up people to collect all my products. She didn’t even help me after waiting in line. She stated half of my products weren’t in stock, without looking at any records, or even looking around the floor where the product is suppose to be located. I then asked her to help me look for similar products around the same color that were in stock, and she said she couldn’t do that. To simply walk back and forth across the store and ask what is and what is not in stock, every single time! I left the products and walked out of the store. I would have maybe understood if it was a hectic day in the store, but it was a Sunday night. There may have been a dozen customers in the store, and that’s stretching it.

MAC gets tons a flack and I am just not sure why.
When I am looking for the perfect brow gel to match my new hair color, alternative to black eye liner, neutral lipstick with no pink hues, or whatever the employees here are hands down the most knowledgeable. I recently swore off all powdered makeup, so I went to Sephora asking for a cream or liquid blush bronzer, highlighter, ect and the staff couldn’t help me even a little despite having a store of product available to them.
I went to MAC, and the girl who helped me showed me how to use a shade of darkener concealer as a perfect match bronzer.
There is definitely a big difference between the MAC make up user and say someone who favors Urban Decay or Too Faced. Very little make up from MAC will come in a pallet. They do not make many step by step products to obtain a particular look, and nothing comes with much instruction. MAC was initially intended for professionals, so their make up is all made to be mixed/​augmented/​applied with mediums and combinations of the users choice. I love this, and take advantage of how customizable their products are.
All of those pluses being said when this location has more than a few patrons inside it can be a bit difficult to find someone to help you out, and also tricky because many products are not available for the shopper to get themselves. I see why they do this, but it an make things more difficult.

Worst Mac I have ever been to. The workers are rude consitently. I usually go and pick out a lipstick and every time that act like I am a burden if they have to clean one off. They are absolutely terrible. I have had wonderful luck with the service in the Mac at Bloomingdales so that is where I go now. Anyway, yesterday I ran in real quick because I was in a hurry to get my mom a lipstick. I picked a random color I thought looked like her and waited for someone to help me purchase the color. I showed a lady the color and she went back to see if it was in stock. After a long time she met me at the register and unpacked a tube of lipstick, scanned it, and tossed it in my bag. Today I opened the bag to check out the lipstick and ITS THE WRONG COLOR!!! Not even close actually. Had it been in the same color family I could let it slide. I have the color she charged me for already and it’s NOTHING like the one I asked for. I really really don’t want to go back to fix this. l especially because it a day before Christmas Eve. This Mac is the worst. Rude and careless every time.

I have been loyal customer for the past 7 years, yet they refused to return a product I was unhappy with because I didn’t have my receipt (yet they have everything on file I’ve ever bought). Long story short they may lost a customer for their horrible and rude customer service.

Absolutely horrible service. I walked into the store yesterday no one greeted me. Since i always use mac protects I already knew what I wanted the a foundation, 3 prolong wear lip colour two of my brushes that need to be replaced and brush cleaner… and since Mac keeps everything in selves you cant just grab what you need and go to the counter. Now granted they where a little busy for it being at 8:20 pm and I have been in sales so I know how to wait patiently. I waited about 15 min with still no acknowledgement and i was standing at the counter. Now there where women that came in after me that were acknowledged and helped while i just stood there. Now I’m not one to pull the race card but it seem as though everyone customer in the store that was African american was getting looked over. After being there for 20 minutes and not even a «hello give me a min» I walked out and took my business to Sephora where they were just as bust but i received the best customer service and ended up buying way more then what i originally came in for.
As I stand I will never use Mac again.

I’ve been coming to this MAC location for years. Their customer service is hit or miss. I find that when the place it packed (maybe 4 – 5 customers), you’ll have a hard time finding someone to help you. I’ve stood there waiting for someone for a while. I’ve gotten used it. Could be a whole lot better.
Nevertheless, I’m writing to review their makeover services. I scheduled an appointment about 3 weeks in advance — Sunday @ 1pm. I had a maternity photo shoot later that day.
I was greeted and taken into a back room like some celebrity. I felt like a big deal lol. I had a picture of what I wanted, my face from my wedding. The girl who did my makeup did an excellent job! I looked great. MAC is a great place to have your face done for an event, especially if you’re like me and don’t know what you’re doing.

Absolutely horrible service. Entered the store and was not greeted by anyone. Proceeded to find the exact product I was looking for but was trying to find someone to help me find the right color. Finally I was able to get someone’s attention and she helped me out quite a bit. Once I had decided on a product she then directed me to the register to check out. I got behind the young lady that was being helped. I got my card out to pay for the product and then watched the woman working the register walk away. Then a young lady that was actually working with another customers signals her customer to the register, in front of me, and proceeds to check her out. once the transaction is complete, they both walk away. I proceed to stand there waiting for 3 minutes, while two young women go behind the counter completely ignoring me. I then just put my product on the counter and left the store without anyone noticing.
I am extremely disappointed in the customer service, or lack there of, at this location especially. Mac is supposed to be a high end luxury product, and with that comes expectations of service, quality of product, and customer retention. I ended up going to Sephora and found a product I am happy with by a different brand.

Worst experience and customer service I have ever received. I went around 2pm on a Wednesday and the store was nearly empty. No one greeted me or offered help for at least 25 minutes of me standing around. I needed help matching my shade in the Pro Longwear concealer. I was told to wait so I waited another 10 minutes although other women who came in after me were greeted and attended to. I proceeded to be color matched by one woman who also asked what else I needed which was two lipsticks on display in Taupe and a dark brown/​burgundy color. She goes back to doing a makeover and I proceed to tell another woman my color I chose that I put back on display which I was sure was NC30. Then then other women told me I was incorrect and it was NW35. Taking her as the makeup expert I agreed as I was trying to just get out of there as quick as possible. Then they couldn’t find the lipsticks I asked for so I asked for a different one similar to the ones I needed and was also told it was not in stock. Then a third time I asked for two different colors and magically the second color I asked for popped up. I come home (it’s a 20 min drive from my home) and the concealer is a solid 5 – 7 shades darker than my skin tone. Awful service, save your time and order online or go to a MAC counter in a department store.

Went to MAC on Saturday and it was packed as usual. It is hard to get someone to get some advice because there are constantly helping out other people. And I understand that it takes time to show the color and trying it out etc. I stepped in and at first couldn’t seek help because every associate was occupied. Finally someone approached me to help. I wanted some good coral color lipstick that will look good on my skin tone. I got several recommendations and was very happy about it.

Can you say lack of customer service? I walked in and probably 4 of their employees walked passed me and not one bothered to ask me if needed help with something. Finally when I proceeded to check out the cashier asked me (kind of rudely) «have you been helped» I answered no and she didn’t seem to care.

This is a high-​end makeup store within a very affluent area, so I was surprised by the lack of customer service. Generally, M.A.C. is set up with professional makeup artists to –help– you choose the perfect color for you. That expectation is the main reason I go to M.A.C. aside from the quality products they sell.
The location in Bethesda even took the time to custom mix my foundation and concealer to ensure it matched perfectly.
At this location the customer service wasn’t very good. I came in simply looking for a red lipstick. The single salesperson working had to be coaxed into helping me select the right shade, and even then she was really half-​assing it. She marked my hand with 5 different shades, none of which I could tell a difference between. I again explained to her that I wasn’t sure which red suited me best, and that’s why I needed her assistance. She then finally offered to use the samples directly on my lips. Kinda helps when you can see the color on your face to compare it with your eyes and hair color.
The first color she suggested was horrifically dark on my pale complexion, as though this woman’s sense of color was even worse than mine. I went with the second shade she brought over, but even now I think it’s too bright, but it’ll pass for now.
I’ll stick with the Bethesda location. They seem much more comfortable at what they do and seem to genuinely enjoy it. Not to mention I am always beyond pleased with the colors they select for me.
Come on, M.A.C., be pickier about your sales reps and make sure you’re hiring truly talented makeup artists. Your clientele happily spends hundreds of dollars on these products partly because of the customer service that comes with it.

I hear mixed things about MAC. From some I hear MAC is better used for theatrical makeup than for daily wear. From others, I know people who swear by it. For me, I am easing into them.
I have yet to have a bad experience with their product, but I do think I am fairly new into using their makeup. It was only about 4.5 years ago I made the switch from Clinique to MAC for liquid eyeliner. I was starting to have extremely irritating allergic reactions from my Clinique eyeliner. This sort of made me bummed since I had been using Clinique since I was 12 years old. I went through a bunch of brands before coming across MAC and giving their liquid liner a try. With success I had no reaction, and have been hooked since!
Now after that whole backlog story brings me to my latest visit to the MAC counter. Once again, I was still using Clinique’s moisturizer for my daily and nightly routine. I am not faithful to that brand or a brand of makeup itself. I use what works for certain purposes — example at the time moisturizer from Clinique and liquid liner from MAC. I have now switched my moisturizer to MAC as well. It is light, not oily, and for sensitive skin. 4 days into it, and still no negative reaction which is a plus since usually I am a quick reactor to skin products.
I was very hesitant at first basing it off the strong odor the facial cream has. Usually I can’t do scented lotions without having it dry my skin our or cause me to break out. Brooke, the MAC artist, that was assisting me reassured me that I wouldn’t have any issues. She personally uses it, and has never had any issues. The scent of the facial cream isn’t unpleasant. It is very nice smelling and perfumey. I am fearful of perfumey facial lotions for obvious reasons.
I can’t complain about the switch nor the customer service. She was helpful in answering all my questions, plus I got my eyes done which she did an amazing day look for me.
Overall experience was solid and I will definitely return.

Wow! It’s crazy that this place has so many bad reviews. I came in on Thanksgiving weekend to get one of their red lipsticks that my niece had. I was actually wearing it that day and wanted my own. I have never been to a Mac before so I didn’t know what to expect. As soon as I walked in I was greeted immediately. I wish I knew the sale associates name, and it wasn’t on the receipt. She was awesome! I asked for the particular lip color. Also asked her advice her about what color lip liner I should get to match and she went and brought back different shades to see what worked. She sat me in a chair and put it on and it looked really good! She wasn’t pushy at all! Now my expectations are high and I plan on returning to this location to get more stuff. The other associates seemed to take care of everyone that walked in. The crew that was working that day was professional on Nov 29^th.

I went to Tyson’s Corner Mac Cosmetics counter last week; purchased eye shadow, mascara, liner pencil, and lash glue. I went home to find that there was not a brush with the eye shadow, thought, «oh well the lady forgot to put it in the bag». Went back to Tyson’s last night, (¹⁰⁄₁₅ at about 4PM) to ask for my brush, showed the lady my receipt. I was told that the brush is an additional fee. This is outragious, how do you apply the eyeshadow. The sales lady was not at all helpful and appeared not to be interested in my dilemma. I purchase Channel, Loreal, and Clinigue for the majority of my beauty products. This is the first time I purchased anything from Mac. I love the eye shadow but this is the last time I will use Mac Products. How short sided of Mac to want me to purchase a brush to apply their eyeshadow. Wow, even Mabelline includes brushes in all of their products and they are a lot cheaper, and also have good products. You’ll be out of business in the near future.
Belinda N.

I made the unfortunate choice of going here last weekend, and regret every minute spent in this crowded, germ filled, techno music blaring makeup store.
I went in looking for a foundation (JUST a foundation) and by the time I was at the cash register I had been rung up for moisturizer, foundation, setting powder, toner, and a brush — $ 180 worth of makeup!
I repeatedly said no, but the woman was so so so pushy, with every one of my retorts she was like «oh but your skin is an organ blah blah blah»… I am in college, she must be delusional to think im going to set my makeup with a misting spray that costs $ 25.
So, I returned the products she forced upon me, and headed over to Sephora. Equally as crowded, but guess what? I actually walked out with just a foundation this time and didn’t have to practice my negotiation skills.

I recently went into the mac store at tysons corner center mall & their was only one other customer apart from myself & i wasn’t greeted or anything. Even though all the staff looked at me as I walked in. Only after I started to look at a couple products did one lady ask me if I need help. I said her where the heroine lipstick was & she got it for me & asked me if I wanted the lip linear to go with it which I said no, so she began to tell me why I should get a lip linear. She was probably trying to help but I felt like she was talking down to me as if I didn’t know the purpose of a lip linear. Meanwhile the other staff was busy gossiping & doing their own or each other’s makeup. I never feel welcome in the mac store. Maybe it’s cause I’m dark skin & most of the staff doesn’t know how to work with my skin tone but that shouldn’t stop the staff from trying to assistant me. This is not the first time this has happen but I’m very disappointed. I feel like I’ll just have to stick with online shopping because I’m super uncomfortable at the stores! Please please please do hire more women of color or people who know how to work with darkskin ladies or help the staff you have now to do so. Thanks !

I love makeup don’t get me Wrong but id rather go sephora and have amazing customer service than go to
Mac and have crappy service which is like 4 times out of 5. You guys either need to train your so called «employees» or hire new ones. Not only are they rude, they assume just because you’re younger you won’t buy anything and won’t take you seriously believe me I can do my
Makeup better than half the women at mac that look like they just came out of a goth concert. Wouldn’t go here and wouldn’t recommend any other person here rather you go to sephora where they go above and beyond to help you!

I love MAC and probably have a ridiculous amount of products from them, more than any average person needs. So, I frequently have Back 2 MAC products to exchange. One time, I brought in 18, I think that’s the most you can do at once. The girl helping me looked so darn irritated that I was exchanging items instead of purchasing. But when someone walks in with 18 items at once, wouldn’t she think to herself, «Hmm, maybe this person buys a lot of our products, so maybe I should be a bit nicer because she’ll probably be back to purchase more.» Um, no. Extremely rude and irritated but whatever I got my exchanges and left.
I brought a friend here to get a foundation matched to her skin. The girl applied a bunch of products on her face, but my friend decided to only get the foundation (no primer, brushes, moisturizer, blush, powder, etc.) The girl helping her slammed the products on the counter, grabbed the foundation out of the drawer, walked right past us and straight to the register without saying a word. All while rolling her eyes. My friend says «Dang, what’s her problem?» I told her that it was because she spent time doing her face and she only ended up buying one thing. My friend said, «I didn’t ask her to put anything on my face but a foundation! I told her I only wanted to be matched, I didn’t need a full blown face makeover!» Which she’s obviously right… that’s the associates’ job, she shouldn’t get mad because someone isn’t buying all of the products she’s recommending. One foundation ALONE can cost up to $ 50…she was recommending almost $ 300.00 worth of products to my friend! When we get to the register the associate does not say a WORD, doesn’t even say the total for the purchase. My friend says to her, «what’s the total?» and the associate rolls her eyes and mumbles the total. My friend, at this point, was extremely irritated and barks at the girl, «HEY! What’s your issue???» the associate didn’t say anything… she paid and left.
This same associate has continuously ignored me anytime I have come to the store (even BEFORE this incident occurred with my friend). She refuses to help me, does not acknowledge me, and I catch her rolling her eyes at me as she standing off to the side of the store and glaring at me up and down (mind you, this has happened on NUMEROUS occasions even before the incident with my friend).
I went to the Nordstrom’s MAC counter in Tyson’s because of this, and ONLY purchase from there. I still return my Back 2 MAC items to the MAC store: 1. because it seems to irritate them and 2. because you get a choice of a lipstick, lipgloss or eyeshadow whereas at a counter you only get a choice of a lipstick. But, I REFUSE to purchase from the actual MAC store anymore.
I even mentioned to several girls at the MAC counter at Nordstrom’s how rude the associates are at the actual MAC store. The response, from more than one of them, has been «Yeah, we hear that a lot. More often than you think. We’ve actually gotten A LOT more customers because of that issue because so many women say that they refuse to shop from that location anymore.»
By the way, I don’t know the associate’s name who is so darn rude, if I did I’d post it. All I know is that she’s middle eastern… but the rudeness doesn’t stop with her (even though she seems to think shes Queen B)…ALL of the associates here are nasty and awful to deal with.
If you need to purchase MAC, go to the Nordstrom’s counter. They are all super friendly, nice, sweet, and attentive. Only go to the store location to return your Back to MAC’s… or to get a makeover and walkout without buying anything.

Dear MAC Salespeople,
Your very rude security guard is costing you sales. After she shouted at me to prevent me from opening a lipliner box (gosh, if you mix the cremesticks with the regular liners I am forced to check the boxes to confirm what I’m buying if you’re all too busy to help me), I promptly put all of my items back and made my purchases with the nice ladies over at Nordstrom. I understand the need for a security guard because you probably experience a lot of theft and/​or product shrinkage due to mishandling, but if you allow your customers to be treated like common criminals, at the end of the day, those are the only types of customers you will get coming into your stores. The rest will go elsewhere where they can be treated decently.
Good bye MAC stores, your sales people are far inferior to the ones at department stores.
T.B.

My wife loves the products from MAC but our customer service experience has been hit or miss.
Buying something for my wife, I have to pick the right associate to ask for help as their recommendations can be as different as night and day for the same type of skin! Don’t they have a MAC university for training?
Products are worth all the $$$