MAC Cosmetics — Local services in London

I cannot even describe the experience I have just had in this shop, I have never been treated this way before. I will put a formal complain but I would like to explain my experience with a sales assistant called Erisha (I’m not sure if that is the right name as she refused to spell it to me even when I mentioned that English is not my first language) I arrived at 5:50p , I never knew the shop was closing at 6pm (the website says that it closes at 9pm) When I explained to the sales assistant what I was looking for, she told me that they were closing in 10 min so she needed to confirm with someone else (I guess the supervisor) if she could attend me, she came back and she said that it was ok but if it had to be quick, I thanked her and I said ok. She asked me if I knew what I wanted but I told her that i had never used MAC foundation before so I didn’t know the products (I had given this information to her already as soon as I arrived to the shop). Then, she tried one foundation very quickly on me (she never asked me for my skin type), she said that it was for oily skin, I told her that I don’t have oily skin and then she said that it could be used for other skin types too, I told her that my chin gets very dry and she told me the foundation was good for this issue, I clearly could see that she didn’t want to spend more time with me, which I understood as they wanted to go home so I said “ok, I’ll take it” even when I was unsure about the product. When I was going to the till to pay, I stopped to look at some glitter that it had caught my attention (it took me 3 secs), then is when someone from the till screamed to me “are you going to pay?”, I was feeling really rushed for the whole service so I replied “omg, you are really rushing me”. From that moment I was treated with the highest disrespect I have ever experienced, the lady replied to me “well, I’m not getting paid for this”, (at this moment it was 6;01pm), she continued talking to me like I was being a really naughty kid and I was doing something really bad, she told me multiple times that they had told me that they were closing, which I completely understand that is why I was so quick to choose the foundation, I told her that if they didn’t want to serve me because it was late they should have told me so I had left, but this lady continue talking to me in a very rude way making me feel like I was doing something horrible just because I wanted to buy a foundation!. She told me she was going to call security (security? Really? For having the audacity of buying a foundation and looking at the glitter on my way to the till?), she called me rude I don’t even know how many times but the best part was when she took the bag from me, i asked her to give me back the product I have just paid for and she said “well, you haven’t paid for it, your card had been declined because you don’t have enough money” I asked her if I could try again, and of course this time my card was accepted, the only reason my card was declined was because she was rushing me so much that the contactless didn’t go through. I’m still in shock that I was disrespected in this way when my only intention was to buy...

Shop assistant was nice and "friendly" when I was seen as a potential spender. The ongoing and patronising "love" were unnecessary and full on ageism. I purchased 3 items, so I had the attention of this member of staff as she helped me select an eye shadow colour, and I was even given a sample at the end. When I got home, I found out I had been given a totally different colour to what I wanted -cobalt blue instead of a brown shade. Rang the store to ask if I could return to any Mac counter and left my details as per the message on the answering machine. No one took the time to contact me back. As a result I had to make a special trip into town the next day. Was met by the same shop assistant: told her she had given me the wrong item and her sugary tone disappeared. She asked me what I wanted, I told her I couldn't remember the name of the shade and asked if she remembered. I was told in a snotty way : " l see so many customers every day I don't remember you". Felt really valued as a customer!!!....I had to look through all the eyeshadow to eventually find the one she should have given me. Was taken to till in a huff. The person at the till was clearly put out by the process and made no eye contact. Won't shop there again, not because a mistake was made but because of how they (mis)handled it.

15/2/24 :update. A month later Mac customer service got in touch and we're actually helpful ( Via Whatsapp). Very much down to staffing. May be in future shop in big...

An extremely poor and unprofessional service, considering it’s a busy location makes it even worse. The entire staff, grand total of two, require additional training on customer services and professionalism. At times customers need help in applying makeup and deciding on the colours, what’s the point of having qualified makeup staff if they cannot help in assisting the customer.I went there late last night as I had an event and furthermore had run out of makeup since lockdown, all the assistant did was bring out a few colours, placed them on the table, gave me cleanser and I had to go through the process of removing all my makeup myself while testing all the various different foundations and powders, while both staff chatted away while watching me from a distance, in the end I had no choice but to purchase the makeup for the next day. Mac is not cheap, so as customers we deserve a better customer service, especially since I was the only customer in store at the time, so they were not exactly busy. Also, I have read quite a few review’s here, it appears they do not value customer opinions neither is there room for...