MAC Cosmetics

Amazing customer service! My step-​daughter was graduating from USB at 9 am on a Sunday so there was no way I could make it into the store to get my makeup done. I called & happened to speak to Lee who was super friendly and helpful! She offered to come to our local hotel at 7 am (before heading into work herself at 9 am) to do my makeup! She was so kind & patient and did my application quickly & flawlessly! She even found & held cosmetic bags I mentioned I had been searching for back home at the store for me & I went to purchase them from her the next day. Awesome service & extremely talented staff! Thanks Lee!

I have been coming to this store for years and it really is a hit or miss experience. Unfortunately, there have been many more misses than hits lately, and I have to say that I won’t shop here again.
The quality of the products is what you would expect from Mac, stellar! Hence, the two star rating rather than one.
The problem is this particular location where the customer service is horrible. Case in point, recently I went in to return a concealer that was no where near my complexion. Imagine if your skin was the complexion of say… Idris Elba, and you were given a concealer that matched the complexion of Marilyn Monroe. Not going to cut it right? I purchased a concealer from this store and was «color matched» by one of their staff to a concealer that looked good in the store, so she gathered it up for me and I purchased it. When my current concealer finally ran out a couple of weeks later, I went to use the new concealer that I bought from Mac and it was about 10 shades darker than my skin tone. It did the opposite of conceal (see picture). So I went in to the store to exchange it for the appropriate color. Although it had only been used once, the manager refused to make the exchange without a receipt (which I had tossed).
Because I shop at this store all the time, they have my contact information and recent purchases in their database (in case you forget the details of a product that you purchased they can look it up for you) and could have verified my purchase at any time, but she refused. And the manner in which she refused was so demeaning and unnecessary. With customer service like that at a management level, I cannot shop here in anymore.
I highly recommend that anyone who needs to purchase MAC products do so at Nordstrom’s, right across the street in Paseo Nuevo Mall. Nordstrom’s has a fantastic return policy and can order products if they are not available in the store. With all these negative customer experiences, MAC HQ should consider retraining their staff and/​or hiring new staff. It does not seem that we’re talking about an isolated incident based on the reviews. This seems to be a pattern at this store.
It’s too bad because purchasing make up and playing dress up is usually a fun experience.

So hit and miss here.
I love MAC product however, the customer service can at times leave very, very, very much to be desired.
I’ve shopped here since they opened, and have seen the turnover in employees.
Some are stellar and some just rude.
Please be professional.
I left the other day so turned off and with such a bad taste in my mouth.
Great product, and I’m sure some talented artists.
However…all that doesn’t matter if it is not supported by great & consistent customer service.
Please beef up the customer service.
My apology to all those at that store who are doing their job correctly.
However, it only takes one bad apple to spoil the bunch for everyone.

This is one of the few MAC stores where I ALWAYS get AMAZING service!!! I’ve gone in there so many time, for I work right across the street, and every single worker there has always been so helpful to me. Even when it’s busy, someone has always come up to me to offer me help and to let me know they will be able to help me soon. Everyone has been so nice, and so nice to the other customers. Whatever they’re doing, they’re doing it right. Plus, MAC has amazing makeup, obviously!

So this review is based on getting my makeup done there 3 different times.
My first experience was good, with a lovely lady named Vanessa. She nailed the look I wanted.
My second experience was okay, and the next was bad. I tried to ask them to redo it, but it wasn’t getting anywhere, and I didn’t want to waste their time, or mine.
I don’t want to say their names, I’m not here trying to bash anyone.
But when you’re paying 50 dollars to walk away and redo it, I wouldn’t recommend it.

Absolutely hands down one of the worst customer service experiences I’ve had from a makeup store. No greeting, no offer of assistance, they continued to talk amongst themselves and rant about random customers that came in the store that day or characters from their own lives while I wander about trying to find the products I wanted. The moment you walk in, you feel as if you’ve invaded a private space and immediately wish to leave. You can almost hear their «Get out now» thoughts after you’ve made a regrettable purchase from them. Simply a «Take your product and leave now,» encounter.
Whenever I come in with a few questions about comparing various foundations or different lipstick shades or what have you, each associate just responded with the bare minimum and of the vaguest of answers. I am undoubtedly going to a friendlier store and purchasing other products simply because these «associates» fail in doing the bare minimum of what their position descriptions require of them.

I am an Architect from Louisiana who has lived in SOCAL many years ago… here on a client shoot for a major magazine, had this stunning beautiful gal Shannon… (I would marry this broad in a second. to bad shes taken I hear.!@#!@$%… the girls here were fantastic in making my ugly mug camera ready they were so great to work with and all get props from me wish I could look this good out of makeup!!! thanks Ladies…
Aaron from the other LA

Employee #478 619, you are awesome and so helpful!
If I can be completely honest, with my previous visits to Mac stores the workers are not that friendly and or act like they don’t want to help. My experience was not like at all, #478 619 was very warm and welcoming and willing to help, which was a nice change.
I came in with my 6 recyclables to exchange it for my free lip gloss, but I also was in the market for a new bronzer blush. #478 619 was very helpful and listened to my needs. She was able to hear my wants and find me the perfect color blush.

Kinda bummed about this Mac… I made an appt to get my makeup done thinking I could buy more then $ 50 worth of product in return (I know the makeup artists aren’t allowed to accept tips or otherwise I would do that as well) but they actually charged me a service fee of $ 50 on top of the makeup that I purchased. When I had asked the artist ringing me up if they are doing the complimentary makeup with purchase of $ 50 or more she said that Mac as a company had stopped doing that because different Mac stores were honoring the complimentary makeup with purchase of cosmetics and others were not so they were not on the same page. I went to the MAC counter in Nordstrom on Monday and they are doing the makeup with purchase of cosmetics. So basically I was lied to, I got charged $ 50 for a simple 20 min makeup session that I wore for 1 hour and then went home, I would’ve done my makeup if I had known beforehand that they weren’t going to honor that. The makeup was great though the artist did a great job I was late to my appt because I’m new to the area and she did what she could because she had to take her last break so she was sweet but other then that I really didn’t like the service.

The women who work here couldn’t have been more welcoming and helpful.
I’ve been to other MAC stores across the country, and didn’t have the kind of experience I had here.
Keep up the good work!

Went in today to have my brows fixed up. When we first got there it was empty and the girl that started helping me Liz, sat me down right away…
As she began helping me though a bunch of customers came in and she had to leave me frequently. Liz was attending to numerous customers in a very efficient and friendly manner while at the same time helping me. Her coworker was no help at all. It was a bummer that one person had to help so many people.
Very helpful nice vibes, just too bad it only came from a singular person. Good job though, Liz. You were on it :)

I love the MAC on State St. The girls are always friendly especially one named Tammy (I think that’s her name; or maybe Cammy). They always have what I’m looking for and never try to pressure me into buying something they know I don’t need.

0 stars. Horrible customer service at this Mac. I wanted to do an exchange in Studio Fix that was sold to me in an incorrect color. I asked for N5. Was given C4. They would not do the exchange even though it was their mistake. I had not even opened the package.

I usually have a pretty good experience here, especially when it isn’t too busy. The sales staff are more knowledgeable than at other locations and are pretty cool about letting you test/​play with things. It’s also much nicer in a stand-​alone store than at a department store counter because you don’t have to worry so much about bumping into people, knocking things over, or otherwise being in the way. I think they’ve only ever been out of stock on one thing that I’ve wanted, but it was a limited-​edition pre-​order so it wasn’t too surprising, and the rest of the time they pretty much have what I need (and more). I definitely recommend stopping by if you’re a makeup junkie.

I went in to Mac today and Tatiana «helped» me she was so snobby and rude. I know this sounds like an insult but it’s meant as a suggestion. You are very pretty but your attitude sucks!

I ran into this MAC location for a refill of my mineralize foundation. The saleswoman was very helpful and even took the time (even during a busy time in the store) to help me create a new lip color!

Made my very first MAC purchase here. The girl helping me was very cool — doing up my eyes and helping me pick the right shades for my skin type. My friend even got a mini lesson from her gal who taught her how to complete the «smoky» effect.
I had been in the store for about 45 mins and was ready to make my purchase and drive back to LA. However — Murphy’s Law took effect: The computer register froze mid transaction and I had to wait for like 10 minutes while they rebooted it. Then she eventually rang me up on the other register which also had problems. If it wasn’t for the technical issues, I would have left happy. But they seriously need to upgrade their computer systems here. My poor boyfriend who was waiting patiently was like «wtf?! what’s taking so long?»
I don’t blame the girl, but she insisted that the first transaction had not gone through and proceeded to ring me up again. Now, I am back in LA with two charges to my credit card. I called them to see how they can resolve the issue and they wanted me to drive over to the store… Kinda hard when I live in LA. As of this moment, I am quite annoyed. Waiting to hear back from the manager… let’s see how this issue get’s resolved…

This store is really nicely organized, spacious, and clean. When I got there, I went with the intention of buying a matte bronzer. I waited a couple minutes before somebody approached me. She wasn’t super friendly, but not rude either. She put two different bronzers on me, and recommended the Mineralize Skin Finish one over the bronzing powder in Matte Bronze. But then she realized they were out, so she offered to call Nordstrom, and they had it. So I was in and out of that store quickly… she definitely wasn’t pushing me into buying products, which is good, but I didn’t feel extremely welcome? And I was kind of in the mood to browse around. Do they get paid on commission? It didn’t seem like it. I’m planning to go back and update the review based on a more lengthy service experience.

Fantastic store.
Helps that the store is never really all that busy, but right when you walk in, you’re greeted and asked if you need help. I bought my first, second and third lipsticks there, as well as the beginning of my makeup collection. If you’re indecisive, someone will stay with you (if you want them there) to help you decide.
Service is FANTASTIC. Store is amazingly clean.
If I could, every time I needed something from MAC, I would make the two hour drive up north just to go to this store.
Only negative is the parking. You have to park somewhere else and walk about a half to a full block… this is NOTHING though, just thought I’d mention it.

Occasionally I will attempt to switch some of my daily makeup items (i.e. powder, blush, mascara) to less expensive brands. Then I remember that they are less expensive because the quality is so much poorer. Boo.
While in Santa Barbara for a wedding weekend, we took a stroll along State St. for some lunch and shopping. I wasn’t in much of a shopping mood but definitely made a bee line for this store for some powder and mascara.
The store was busy but someone was able to help me almost immediately. She was knowledgeable and friendly and I left with what I needed and perhaps a couple things I didn’t really need… but couldn’t resist.