Maccosmetics Anmeldelser 

They have really changed! I have had a MAC pro card for over 20 years. Now they have changed their website log in style & use shop, the mac pro card becomes unlinked with your account, so you can’t use your discount. Trying to sort this out with them. i have spoken to live chat, emailed them too & they are in NO hurry to get it sorted. So i still can’t make any purchases with my mac pro card! They used to be amazing with customer services, somethings has changed since they started selling on tik tok. they seem to not give any care to customers.

Date of interaction: 21 October 2026

I recently had an issue with an item in my order and needed to arrange a return. From start to finish, the customer service I received from MAC Cosmetics was absolutely exceptional.

I had the pleasure of dealing with Jess, who was incredibly helpful, polite, understanding and professional throughout. She listened to my concerns, took the time to address my questions and made the whole process straightforward and stress-free. Nothing felt like too much trouble, and I genuinely felt that she wanted to help me find a satisfactory resolution.

What impressed me most was the way my situation was handled. Jess went above and beyond to resolve the issue, and MAC’s approach was fair, generous and customer-focused. I had even repeatedly offered to return the item, but Jess reassured me that I could keep it while still receiving my refund. That level of understanding and goodwill really stood out.

As a premium beauty brand, I had high expectations of MAC’s customer service, and I’m delighted to say that those expectations were met and exceeded.

Jess is a real credit to MAC Cosmetics. Her kindness, professionalism and excellent customer service have genuinely strengthened my confidence in the brand. It’s refreshing to deal with someone who makes you feel valued as a customer rather than just another order number.

Thank you, Jess, for making what could have been a frustrating experience such a positive one, and thank you to MAC Cosmetics for demonstrating what outstanding customer service should look like.

I’ll happily continue shopping with MAC and would absolutely recommend the brand based on this experience.

Five stars all round — and a special thank you to Jess! 💄❤️

Dear M.A.C Customer Support Team,
I am writing to express my gratitude for your new website, which has managed to make a previously simple ordering process a truly memorable experience.
On October 7th, I ordered four items together in a single order. In an impressive display of logistical efficiency, these items were split into two shipments: three arrived, while the remaining single product appears to have embarked on an indefinite global tour.
Despite contacting your support team three separate times, the only resolution offered has been a generic recommendation to "just wait." My request to simply cancel the unshipped item and issue a refund was apparently too ambitious. According to your own policy, standard delivery takes 3 to 5 business days; we are now well beyond 10 days, and the order status confirms the item has neither packed nor shipped. Being told to wait endlessly for an order that hasn't even left the warehouse is remarkable customer service.
Given the abundance of cosmetic brands available—many of which deliver promptly and offer better value—one would expect a major global brand under the Estée Lauder umbrella to value customer loyalty. Unfortunately, the level of support provided, including abruptly disconnecting phone calls without providing clear information, suggests otherwise.
Since your system clearly shows the item has not shipped, there is no logistical reason why it cannot be canceled. Please cancel the remaining item from my order immediately and issue a full refund to my original payment method.
I look forward to receiving a prompt confirmation of this cancellation rather than another polite request to keep waiting.
Kind regards,

MAC you are having my life! Been a Mac customer for almost 25 years. I get NW20 pro long wear or studio fix concealer. This time I got the studio radiance which is a completely different colour. Fair enough should have read the reviews. Now on my last dregs of longwear I buy a new one, it’s finally arrived and the pump doesn’t work! Come on guys!

If I could give 0 stars I would! Mac customer service is the worst ive experienced as an online retailer.
Lack of communication, unprofessional attitude, and inpatient staff that put the phone down on you as they cant seem to deal with issues that can easily be resolved. Never again will I order from this awful company. Do not order from MAC.

Absolutely dreadful, never again. Having placed an order at a delivery station, was told on first occasion it couldn’t be delivered, second time delivery was refused, this was after more than a week. I made 4 calls, eventually 2 weeks later the product arrived by Royal Mail and guess what … the wrong colour. Another call to them and was told the colour I had ordered was now out of stock. Urg urg urg!! Never use MAC online order

Not what they used to be, I stopped using their products months ago when they changed formulas, one was the foundation which is so runny now and does nothing for skin. As MAC is owned by Estee Lauder I also tried their foundation and that wasn't great either...

I am incredibly disappointed with the customer service I have received from MAC Cosmetics.

I placed my order and was informed that it had been dispatched to Royal Mail on 24 July, with delivery expected within 48 hours. However, Royal Mail confirmed they had never received the parcel, meaning it had either never been handed over or had been lost before reaching them.

From that point onwards, I spent over a week chasing MAC for answers. I contacted customer service six or seven separate times via live chat and email. Every single time I was told to “wait”, despite there being no movement on the tracking and Royal Mail confirming they didn’t have the parcel.

My friend placed the exact same order after me and received hers days before I did, yet I was continually told to be patient.

When I asked for a replacement or refund, I was initially refused and told I had to wait even longer before anything could be done. I even had to open a dispute with Klarna because I had completely lost confidence in the information I was being given.

Eventually, after spending over 20 minutes on yet another live chat, MAC finally admitted that my original order had been lost in transit. It should never have taken six or seven contacts for someone to tell me what had actually happened.

To make matters worse, even after confirming a replacement had been approved, I still wasn’t provided with a replacement order number or confirmation email. I repeatedly had to ask for proof that the replacement had actually been processed, but all I received were generic responses such as “please remain connected”, “thank you for your patience”, and “you’ll receive an email once it’s dispatched”.

The most frustrating part wasn’t just the lost parcel—it was the lack of communication, the contradictory information, and having to chase the company repeatedly for basic updates. A brand with MAC’s reputation should be doing far better than this.

Thankfully, one adviser eventually investigated properly and confirmed that the original parcel had been lost and that a replacement had finally been approved. I appreciate that effort, but it doesn’t undo the stress, wasted time and poor customer service that led up to it.

I sincerely hope I receive the replacement within the timeframe I’ve now been promised. However, based on this experience, I would think twice before ordering directly from MAC again.

Just spoke to Haziel, she sorted my return (to another country, couldn’t do it in store), in about 5 minutes! So easy and so pleased

Please be cautious when it comes to MAC. The brand is owned by Estée Lauder, and if you do some research, even a simple Google search, you will find that there have been several lawsuits in the United States concerning the alleged presence of asbestos contamination in their talc-based cosmetic products. Some women who developed cancer have taken legal action against the company. Talc-based products have long been considered controversial, since talc deposits can naturally occur close to asbestos deposits, which may increase the risk of contamination if proper testing and quality controls are not carried out.

Proper testing and quality control procedures are expensive, and many consumers worry that large corporations may prioritize profits over the health and safety of their customers. This is one of the reasons why concerns surrounding talc-based cosmetics have persisted for years.

Interestingly, MAC has recently decided to discontinue talc-based products. However, this raises concerns about how many women have used these products over the years, applying them to their skin and potentially inhaling the powders.

Furthermore, if you scan some of their products with the Yuka app, you may find that, aside from the concerns surrounding talc, many of their cosmetics receive poor ratings due to ingredients that some consumers and experts consider undesirable. Since the skin absorbs certain substances, many people prefer to choose products with simpler or cleaner formulations.

On top of that, I found the customer service to be virtually non-existent. When faced with uncomfortable questions, they allow themselves to ignore you and ghost you by email.

I find this highly suspicious, and it gives the impression that you simply don’t matter and that they feel they can get away with treating clients with such disregard.

I would recommend opting for cleaner brands, even if they are more expensive, because your health is worth it.

Dreadful.

Paid for next day delivery four hours before the cut-off and they didn’t even drop it with the courier until two days later!

WhatsApp is a useless bot, no email address, live chat on their website is broken, and their phones are only open during office hours.

I left a review 3 days ago stating how happy I was and how quick my products arrived last time I ordered.
I ordered again as stated in my last review. This time is different though. I ordered 3 days ago. Today I thought I would have a look at the tracking and see when it was arriving. Imagine my surprise when the MAC tracking system on their website tells me that my product is still in the warehouse. 3 days later and it hasn't even left them yet. That's not acceptable.

I ordered a new powder online on the 16th feb. It arrived on the 18th. Sadly the online colours arent easy to decipher and I chose the wrong shade. I called customer services this morning and the lady that I spoke too was patient and understanding. She advised me that MAC accepts returns (even though it was my error) and then proceeded to show me how to do the return itself. After this, when asked, she then made a suggestion of a better colour match for me based on two previous products I had bought and my experience with those. I wish I had written down her name. She was lovely and I am grateful. I will also be placing a new order now for the better matched shade. Thank you.

MAC Cosmetics recommended a shade of foundation using their Online Colour Match Service. I received the product, only to find it was a completely unsuitable match, but now I can’t contact them. Their Helpline Number, both on their website and their receipt (6th December), is 0808 2810230. It took me to the call handling service for a firm of Solicitors, Irwin Mitchell. A reverse number check confirmed that this is the number for Irwin Mitchell, not MAC Cosmetics. WhatsApp and Live Chat are not working. This number is everywhere. What is going on?

I contacted MAC customer service via live chat today and was very disappointed with the response times. First of all, it took 40 minutes before an assistant responded to my initial message. The assistant handling my case, Aleksandra K, was very slow in replying to each of my questions. It took over 10 minutes to receive a reply to each message. At one point, I waited approximately 28 minutes for a response after providing my name and email address. At times, it felt as though the assistant had stepped away before replying.

I have a copy of the chat transcript available should anyone from MAC wish to verify this.

This level of delay is unacceptable for a live chat service, and I was frankly shocked by how slow the responses were. Overall, it was a very frustrating experience.

Purchased a product online, it is clearly faulty and despite me contacting “virtual assistant” on their site I’m 50 minutes (so far) on hold with no one responding. Seriously BAD CUSTOMER SERVICE. I’d have given it minus points if I could. Bad customer service isn’t a cool message to people who pay your salaries.

Terrible online services, the website is disappoint it and don’t work properly, but the worst is the delivery time. How on earth in the UK where post office is next day delivery and Amazon is same day delivery one company can take more then 3 days just to have the order leave the warehouse and after 3 days the order remains at the warehouse 😂 Let’s not say that we are talking about a world renowned company what makes unacceptable to take about week or longer to have something delivered in the UK or even in Europe for that matter.
First and last time to buy Mac online and if they don’t change will be me to change brand all together!

My friend and attended Mac at St Pancras and had a consultation with Kevin. I have never worn make up before and Kevin was very accommodating. He invested a lot of time explaining what products would suit my skin and what tones to work with. A great experience. Thank you Kevin

I attended the MAC Makeup Masterclass and was extremely disappointed. For £25, I expected an interactive session where we could learn hands-on techniques, receive personalized tips, or at least get to try products ourselves. Instead, it was just one hour of watching a makeup artist apply makeup on a model while about eight of us sat and observed.

There was no engagement, no opportunity to practice, and nothing that made it worth the price—something similar could easily be watched on YouTube for free. I stayed only out of politeness, but I left feeling like my time and money were wasted.

I hope MAC rethinks the format of these events, as this was far below expectations.

I noticed that the makeup artists were told not to talk about other brands, which is something I’ve heard is common in the beauty industry. While I understand brands want to promote their own products, it felt restrictive and made the experience less genuine. As a customer, I appreciate honest advice and knowing about all my options, even if that includes products from other brands. This policy made the interaction feel more like a sales pitch than a personalized consultation.

AMI from Morleys Brixton Mac counter is a sweetheart!!! Very friendly & knowledgeable about Mac products and her craft. Ended up spending more on extra products as she spent time to explain & show me how the products I was interested in, worked for me. Fantastic customer service, really appreciated her tips, advice & patience! Walked away we more confidence with regards to using make-up. THANKS AMI. appreciate you! 😊