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.
Items delivered in good time but missing the free gift. 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 to be available. I am very annoyed as bought more cosmetics than required to meet limit to claim gift. Very disappointed with lack of gift and poor customer service
Atrocious service! Do not order from this company. My order did not arrive and the only way I was able to contact MAC was via WhatApp. It took at least 2 hours or more to get a reply and then when I answered them it took me back to their virtual assistant and started the wait all over again. So far after 7 days I am still waiting to request a refund. Their live chat does not work, if you try to phone you are told they are closed. I most certainly will never buy from MAC cosmetics again
The prices are absolutely laughable. Nearly £30 for a tiny 3.1ml of gloss, a lot of which you will never get out of the tube . They uses to be 4 .8ml. The packaging looks so cheap since they changed it. Really compromised on quality too. So many better brands out there
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Der "Kundenservice" ist eine Katastrophe. Sowas habe ich wirklich noch nie erlebt. Versuche seit 2 Monaten verlässliche Informationen zum Treueprogramm zu erhalten: Chatfunktion ist unbrauchbar, dort wartet man mindestens 1 1/2 Stunden, egal zu welcher Uhrzeit, bis dann der Chat einfach geschlossen wird obwohl man noch davor sitzt. Telefonisch erreicht man immerhin manchmal nach langer Wartezeit jemanden, dort wird man aber auch nur mit Phrasen wie "warten Sie weiter" oder "dazu habe ich keine Informationen" abgespeist. Wer soll denn sonst die Informationen haben? Mein Problem wurde 0 Ernst genommen und man hat erst gar nicht versucht es zu lösen.
I wish there was an option for no stars. Every time I order directly from MAC there is an issue with my package. This time, my package came with 2 of the 3 items missing and no invoice. I have been calling their customer service as well as visiting their online chat for days now. I have waited for 30 minutes or more and not once have I gotten a response. There is no store near me so I guess my $67 is gone. I will not purchase from MAC again, not even at a retail store. I will find another brand of makeup to use. If they only care about the money and not their customers, I can't support them. I work too hard to give my money away to a billion dollar company to get nothing in return.
I got my make up done by adrianne in the glasgow store on buchannan street the service was unreal and he made me feel so comfortable my make up was amazing that good i want to book in every week so i can feel and look the way i did thank u so much love laura all the guys are amazing and give an amazing service x
This is definitely one of my favorite and go to makeups , it fits my skin tone well and it's great if you have uneven skin tone also, there are perks to ordering on the website as I last remember you could buy mini versions of some products in the Mac brand but my last purchase was at the Vegas Airport!
No star at all. Asked the MAC staff in Liffey Valley over a month ago if I could book an appointment for 28 November and they said no as it would be a very busy day due to Black Friday. I showed up that day and there were not busy, no customers, just chatting and messing to one another. Poor customer service!
Producten besteld tijdens 11/11 deals. Opgehaald bij een afhaalpunt. Producten miste in mijn pakket. Contact opgenomen met de klantenservice. Leek alsof ik met ai sprak. Vervolgens werd er vermeld dat ik mijn geld terug zou krijgen. We zijn inmiddels 10 dagen verder en tot heden nog steeds geen terugbetaling ontvangen!
J’ai passé une commande chez M·A·C Cosmetics le 11 novembre pour un montant de 88 euros. Comme la livraison prenait du retard, j’ai contacté le chatbot du site pour demander où en était ma commande. Je n’ai jamais demandé l’annulation ni le remboursement. Pourtant, le 27 novembre, j’ai reçu une notification indiquant que ma commande avait été remboursée, alors que je n’ai donné aucun accord et que je n’ai d’ailleurs toujours pas reçu le moindre remboursement. Je considère cette pratique comme inacceptable. La marque a annulé ma commande de manière unilatérale, sans m’en informer, sans me consulter et sans justifier cette décision. Je voulais recevoir mes produits, pas être remboursé contre mon gré. Le contrat de vente n’a pas été respecté et aucune solution sérieuse ne m’a été proposée pour honorer ma commande. J’ai signalé cette situation à la DGCCRF, car une enseigne de cette taille devrait respecter ses engagements envers ses clients ainsi que les obligations légales en matière de vente à distance. Un remboursement imposé, sans préavis et sans accord, n’est pas normal et ne correspond pas au service que j’attendais. Je veux ma commande.
Versuche seit Tagen den Kundenservice zu erreichen per Telefon, E-Mail und Chat. Keine Antwort bis jetzt- im Chat wartet man teilweise mehr als eine Stunde bis dann die Antwort kommt ihr chat ist inaktiv und wird geschlossen! Ich kann nicht stundenlang aufs Handy starren bis sich einer meldet Es geht auch ums Rücksende-Etikett was nicht dabei war im Paket. Außerdem habe ich telefonisch nach 8:00 angerufen und die Sprachbox geht an mit „außerhalb der Öffnungszeiten“
Diabolical experience. Impossible contacting them and inaccurate timings on customer service. Avoid like the plague.
Ich habe dieses Jahr sehr oft über den Onlineshop bestellt. Auch im Breuninger vor Ort hab ich dieses Jahr viel eingekauft. Ich bin von der Qualität und vom Kundenservice sehr überzeugt. Alles wurde einwandfrei abgewickelt, auch wenn ich was zu beanstanden hatte zum Beispiel hat mal ein Lippenstift gefehlt der wurde entweder nachgeliefert, oder der Beitrag wurde sofort erstattet. Der Kundenservice vertraut seinen Kunden das finde ich sehr sehr schön. Ich kann nur positives berichten. Die Qualität ist einwandfrei der Produkte. Ich werde auf jeden Fall bei der Marke bleiben. Vielen Dank weiter so. Auch habe ich mich sehr gut beraten gefühlt. Die Farben wurden für mein Typ abgestimmt, es gab auch jedes Mal ein Geschenk also sehr großzügig und die Preise sind wirklich total adäquat. Danke und liebe Grüße
Katastrophaler Kundenservice , unmöglich zu erreichen , weder chat oder telefonisch .
NEVER AGAIN. Only order online if you have lots of time and low blood pressure. MAC used Evri. You guessed it. Package was left outside an entrance to a block in London. Gone by the time we got home obviously. Customer service can despatch a new package in 7 days. Refund also takes 7 days. Come on, it’s 2025. I have had to repurchase from a department store which offers next day click and collect so that I can give my sister in law her gift on Wednesday. I will never shop at Mac again and will always go to the department store going forward.
Muy decepcionada con la experiencia de compra en MAC Cosmetics. Realicé mi pedido hasta media h antes del 11.11 y varios productos aparecían en stock, pero después de pagar tardaron alrededor de más de 10 días en enviarlo( algo entendible por la saturación de pedidos ), pero lo que me molestó fue que lo mandaron a un punto de recogida sin avisar, cuando en ningún momento elegí esa opción. Al recogerlo, descubro que el paquete venía incompleto sin dos productos que había pagado. Lo más grave es que en ningún momento MAC me avisó de que esos artículos estaban sin stock o no se iban a enviar. Sólo un correo diciendo que se a enviado todo correctamente. Tuve que ser yo quien llamara para reclamar (algo muy complicado, porque casi nunca cogen el teléfono ni les pueden mandar correos porque sale error y el chat ni te cuento jajajaa es que ni te lo miran), y cuando por fin logré hablar con alguien, me confirmaron que efectivamente faltaban dos productos y que me devolverían el dinero… pero no envían ni un solo correo de confirmación, así que el cliente se queda sin prueba escrita y con la incertidumbre de no saber cuándo llegará el reembolso. Una marca del nivel de MAC no debería gestionar así su stock ni su atención al cliente.La experiencia ha sido frustrante, poco profesional y nada transparente. Lo siento pero no volveré a comprar nada de MAC ni en broma
I absolutely love MAC products and won't use anything else. Sadly I had an unpleasent experience while buying on their website during the black Friday sale. After I paid for my order, I received an email the next day stating that one of the products ordered was not included in the package that has been dispatched. I have been ordering the items as a present, so it was rather annoying. I did get the difference of the refunded, but I still wanted the item. This morning I justed their live chat which took me an hour. The assistant told me that by the time the order got through to the warehouse, the item was out of stock. When I asked if I could order something else instead and still get free postage, I was told that this wasn't possible. I am very disappointed with the service I received. It seems that I will have to purchase my items in store instead.
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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