MAC — Local services in Charlotte

I am writing to share feedback about an unfortunate experience I had today at your Charlotte Douglas International Airport (CLT) location. I was assisted by a staff member named Elana, and while I have been a loyal MAC customer for over 20 years—consistently receiving excellent service at your stores around the world—this was sadly not the case today.

From the moment Elana realized I was not an American citizen, her attitude shifted and she became noticeably rude. This was disappointing and disheartening, as it does not reflect the level of professionalism and inclusivity I have always associated with MAC.

Despite the poor treatment, I did end up purchasing two products, as I urgently needed them and did not have time to shop elsewhere. However, I left the store feeling upset and mistreated, which is very unlike my past experiences with your brand.

I wanted to bring this to your attention because I value MAC greatly and hope that no other customer has to experience what I did today. I trust that MAC will look into this matter and ensure that all customers—regardless of nationality—are treated with the respect and kindness your brand is known for.

Thank you for your time and...

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As I walked in this store on Saturday, 4/26/25, I was greeted by a female with short hair, (she refused to give me her name). She appeared to be having a very bad day, her tone was very dismissive and body language was unapproachable. I told her I was looking for a brownish colored lipstick, but, I didn’t want anything “too dark”. I guess I offended her when I said that because not only did she look me up and down, she rolled her eyes, exhaled, and said what’s too dark? Umm…you’re the professional, wasn’t that your opportunity to point me in the right direction? She didn’t budge to offer help. So I asked for a manager and she told me in the rudest tone ever, we don’t have a manager on the weekend. Maybe she is in the wrong field, I don’t know, but I would highly suggest retraining her on customer service so she can stop running...