MAC Cosmetics is a leading brand in the beauty and well-being category, specializing in high-quality makeup products and cosmetics. The company offers a wide range of beauty essentials, including foundations, lipsticks, eyeshadows, and skincare items, catering to the diverse needs of beauty enthusiasts. With a focus on inclusivity and self-expression, MAC Cosmetics provides products that appeal to a broad audience, from professional makeup artists to everyday consumers seeking quality cosmetics. The official website, www.maccosmetics.com, features a selection of iconic best-sellers, trending launches, and exclusive collections, allowing customers to explore and shop for their favorite products easily. MAC Cosmetics is recognized for its commitment to innovation and style, continually updating its offerings to reflect current beauty trends and consumer preferences. The brand's loyal customer base includes individuals looking for reliable, high-performance makeup solutions that enhance their beauty and well-being.
MAC Cosmetics faces significant criticism from customers, with many expressing dissatisfaction regarding service and product quality. Reviewers frequently mention poor customer service experiences, including long wait times for assistance and unresponsive support channels.
Complaints about order issues, such as lost packages and incorrect shipments, are prevalent, leading to frustration among consumers. Despite a few positive remarks about individual staff members and the quality of some products, the overwhelming sentiment is negative. Customers feel that the brand has deteriorated over time, with many stating they will no longer purchase from MAC. Overall, the sentiment leans heavily towards disappointment, reflecting a troubling trend for the company.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 1.6 | 60 | 100% | ● Low |
Monthly average rating from reviews written by people · latest review Jan 2026.
| Month | Average | Reviews |
|---|---|---|
| Nov 25 | 1.3 | 32 |
| Dec 25 | 1.7 | 14 |
| Jan 26 | 2.1 | 14 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 60 most recent reviews.
“Even busy time she takes care of all customer, smiling”
“Customer service bad now”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Beauty & Well-being.
| Company | Overall | Legit | Service | Quality | Delivery | Trend | Reviews |
|---|---|---|---|---|---|---|---|
 | 1.6 out of 5 (poor) | 100 out of 100 | 1.5 out of 5 (poor) | 1.7 out of 5 (poor) | 1.3 out of 5 (poor) | — | 60 |
| 4.8 out of 5 (good) | 100 out of 100 | 5.0 out of 5 (good) | — | — | −2% | 1,000 | |
| 4.8 out of 5 (good) | 100 out of 100 | 4.9 out of 5 (good) | 4.8 out of 5 (good) | — | +1% | 381 | |
| 4.6 out of 5 (good) | 100 out of 100 | 4.1 out of 5 (good) | — | — | — | 145 | |
| 4.9 out of 5 (good) | 100 out of 100 | 4.9 out of 5 (good) | 4.7 out of 5 (good) | 5.0 out of 5 (good) | — | 145 |
Bottom line: MAC Cosmetics is #5 of 5 on overall rating in this group. On delivery, Beauty Works scores higher (5.0 vs 1.3).
60 reviews of MAC Cosmetics. Filter by what matters to you.
9 months ago
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 ..
10 months ago
Sono una fan dei prodotti di Mac ma purtroppo l’azienda continua a fare errori con gente che continua a comprare come me… per due o più volte acquistato prodotti e sono arrivati degli altri quindi co... See more
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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.
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 ..
Sono una fan dei prodotti di Mac ma purtroppo l’azienda continua a fare errori con gente che continua a comprare come me… per due o più volte acquistato prodotti e sono arrivati degli altri quindi completamente sbagliati!Call center o messaggi whatsapp caduti nell’oblio. Servizio clienti inesistente. Stiamo parlando di cosmetici che hanno un costo alto…. Vergognoso. Delusa all’ennesima potenza
In occasione del single day ho acquistato due prodotti che al momento dell’ordine erano disponibili; dopo una decina di giorni ricevo una mail riguardo un rimborso parziale senza specificare nulla, quindi chiamo l’assistenza e vengo a sapere che uno dei due prodotti non mi sarebbe arrivato per esaurimento scorte e chiedo di annullare direttamente tutto. Alla fine dopo 15 giorni mi é arrivato un prodotto ed il rimborso parziale… Non comprerò mai più dal sito
Sono stata a fare acquisti nello store di Via Dante. Il personale è risultato poco disponibile. A parte me non c’erano altri clienti, ma lo staff era impegnato nelle proprie chiacchierate piuttosto che nel seguire il cliente. Scegliete un altro store.
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
I would like Mac to bring back the old concealer. It was the best concealer.
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.
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!!
Plus de 20 minutes d’attente pour une réponse autant basique qu’inutile. Étonnant pour des maquillages haut de gamme avec le prix qui va avec. Vraiment désolant!
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.
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.
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.
Placed an order on the 28th November 2025, still haven't received the order as of 3rd January 2026. I have tried to contact Mac on WhatsApp which seems to be just an automated service, can't find a way of contacting by email and have tried over the phone with no success, again and automated service telling me my order is on its way.
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
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.
De patat is koud
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
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.
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!
MAC Cosmetics is a leading brand in the beauty and well-being category, specializing in high-quality makeup products and cosmetics. The company offers a wide range of beauty essentials, including foundations, lipsticks, eyeshadows, and skincare items, catering to the diverse needs of beauty enthusiasts. With a focus on inclusivity and self-expression, MAC Cosmetics provides products that appeal to a broad audience, from professional makeup artists to everyday consumers seeking quality cosmetics. The official website, www.maccosmetics.com, features a selection of iconic best-sellers, trending launches, and exclusive collections, allowing customers to explore and shop for their favorite products easily. MAC Cosmetics is recognized for its commitment to innovation and style, continually updating its offerings to reflect current beauty trends and consumer preferences. The brand's loyal customer base includes individuals looking for reliable, high-performance makeup solutions that enhance their beauty and well-being.
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