I don’t normally do this, but this comment left by a reader yesterday on my previous article on why I don’t use MAC Cosmetics, struck a chord in me.
Here is what Leia wrote:
This evening (Oct 5 2007) I visited the latest M.A.C. outlet in Kuala Lumpur. This is the new mall in Kuala Lumpur, Pavilion. I was there around 6.30 -7.00 pm. I was served by a sales girl. I told her I was looking for a waterproof eye shadow or eye liner. She showed me some colors. She tested a few colors on my wrist and then I asked her if I could try on my eyes. She said yes and I chose blue cream eye shadow. She handed over the cream and a brush but she walked away. I was puzzled and waited for her return. After few minutes, she came back and we looked at each other. So I asked her what to do with the cream and a brush that I was holding. She said I am supposed to put on myself. I told her I had not used cream eye shadow and asked her to help me. So she put on one eye for me. After looking at the mirror, I did not like the color on me so I told her the same. She gave me some remover to clean one eye that I tried the color. After that, I said I could not go around the mall with one eye bare and the other eye colored (my original make up was on). So she said I could use one of MAC color to put on the side that did not have any make up. Then I said I would have different color on my eyes so I asked if she could find the nearest match to the color that I had on my eyes. She said she could find and asked me to look for the color myself. As I could not find any color that is almost like the color that I had, so I asked her if she could help to put on (eye shadow) the side that had no make up as well as covering over the existing make up on the other eye. She said that would cost me RM80.00. I was jaw dropped. I asked to confirm and she replied the same. Then she said I could pick one base color and do it myself. I am totally lost. I had no choice but picked one color and put on myself. Guess I was upset over this and putting on the color badly. She then offered to help and she did but, that was it. I left the place. The reason I walked into the shop because I was told about the product. Just that now thing has gone the wrong way and I was humiliated. What have I done to deserve this
This experience is also part of the reason why I find it hard to patronize MAC Cosmetics, products notwithstanding. Bar a couple of helpful staff, the majority have not been helpful to me – I’m sorry to say. My own encounters have been with unhelpful and patronizing staff, but never one as rude as in Leia’s encounter above or they would have definitely heard from me!
I have written to Leia to advise her to please please take this up with the company – no, not M.A.C itself but the company that brings them in who in turn, hire the staff here. There is no place for rude sales people in a service industry and M.A.C Cosmetics needs to understand that.
Update 2010: 3 years later I now drop by MAC once in a while. I’ve found that there are some helpful MAC sales assistants in the MAC stores at KLCC notably. I have also met helpful MAC assistants at Pavilion Kuala Lumpur and Isetan Lot 10 so perhaps things have improved. I still don’t go to MidValley Megamall as I still don’t get served well there unfortunately.
OMG, I’m so glad I stumbled across this post! I thought I was being paranoid for feeling like MAC salespeople were obnoxious.
I agree with most of the comments here, that they evaluate you based on how you’re dressed and made up.
Here in Singapore, I frequent the one at Raffles City (okay service, but can be improved) and the one at Scotts. It was the one at Scotts that gave me a bad impression.
There is a stark stark difference between MAC and Bobbi Brown. You feel like a commoner when you go to MAC, but a queen at Bobbi.
They need to be retrained, seriously.
i do agree all the mac staff have the ‘rude’ atitude and nomatter someone up here is give credit to certain SA but the fact is they will scan u firsly when u step in and just think how much money can grad from ur pocket,weathey u worth their time or not,of coz some is pretend kind and friendly infront of u,when u live the store they start gossip u……….
Fie i sure u spend alot money at MAC so u been treatend ‘like a human’ if not they won’t
coz they can charn ur face how much u can spend ok…….
for me a lot of brand if provide good service with temting price,we not worth to pay for tat kind of service…
ehm….true also….the standard of services dropped….but need to make some corrections….
few years ago, working in MAC counters are all professional make-up artist, now Im not so sure what’s going on MAC.
I would have to agree and disagree with all of you here. In my opinion MAC customer service is not up to the standard here in Malaysia. I moved back home from the US last year and has been going to practically all MAC stores/counters in Klang Valley and I have to say it’s very different from what I have experienced in the US.
I have a MAC fan/addict for past three years and was a frequent visitor to my nearest MAC counter back in the US and the staff there were very friendly (except maybe, 1 or two, because there’s bound to be a bad person in a nice group of people). I have also been to many MAC counters in New York and Chicago many many times and although it was obvious I was only a poor college student (I wore non-branded clothes), they staff treated me and others very well, although they were a lot of other customers there. If they’re busy, they’d sorry and they’d be with you in a moment. They also never expect that you want to put the make up on your own, unless you specifically say, I want to borrow a brush to try this eyeshadow/lipstick/etc.
When I came back here I noticed, many staff at MAC stores here tend to discriminate the patrons, according to the impression the customers make whether they appear to have a lot of money/knowledge in MAC products. If you walk there alone, without looking like you’ve got money or the first clue about MAC products, a lot of them won’t treat you with the standard of service they should be giving. Yes, a large number of MAC staff in Malaysia are pretty snobbish if compared with the US. Enough said.
Nevertheless, I know some MAC make up artists/SAs (aren’t they all supposed to be make up artists?) in KL who are really nice. There’s this pretty guy in KLCC MAC store, named Apple who’s really nice. The lady MA with the spiky hair in KLCC is also very nice. There’s this pretty male MA in Pavilion who is very very patient and nice with the customers. I’d suggest you look for these MAs if going to MAC store in KLCC or Pavilion.
true..i’ve been to a a few MAC stores in KL,
80% of the time they ignored me maybe because i dont look like a potential buyer,
their attitude made me walked out of MAC stores right away..
I’m from Chile, and MAC is considered one of the best MU brands, a very expensive one, and for what i’ve seen, the bad treatment to customers is an everyday/everywhere issue. In Santiago, MAC is distribuited officialy by Falabella (department store) and a MAC Store in a shopping plaza, and the SA are very unpleasent, snob people.
I buy makeup every week, i like it, i collect it, i like to change my looks very often and i go for department store brands and drugstore brands too. I always go very simply dressed, no makeup (so i can test every product in the proper way) but that does not mean that i’m homeless or i’m shoplifting, cause in the MAC stores all i get when i look like that is a suspicious look and a bad tratment. Besides, all the MUAs look like they’re so bored with you!! I like to make questions about the product i’m willing to but so i can get the most of it, and this MAC snobs look at you like “Oh God kill me now or make her shut the hell up”…
So, i prefer to buy Clinique, Guerlain or even Loreal or Maybelline… i always get pampered and well attended when it comes to this brands.
It’s odd how all the branches have that same snooty, ignore the customer or size them up MA/SA. If you’re selling something shouldn’t you at least treat yourc customers better? I’ve been to probably all the branches they have in KL and get the same treatment all the time – and I actually dress up so it couldn’t be that. It’s just their attitude or worse, their training!
The only good experience I’ve had has been in the MV outlet and Sunway Pyramid but both times started off being ignored until I either approached someone or spent a long enough time at the counter looking through things. Most of them were either staring off into space or making themselves busy with their head right into the desk.
Its all about attitude. Do u realize dat most sales people ( be it hotel staff or cosmectic counters)in Malaysia are just not happy doing their job, its like they are forced to do it. They lack the knowledge that they are to ‘serve’. If so, just change jobs… do a cubicle kind, where u dont hv to meet anyone!
I use mac too in JB. The girl, Grace is a real darling.
I think u shd get the names of these rude staff and write a complain citing their names. Make it known to them that u r taking their names down.
Its disgusting , i know!
Hey… I love MAC but I have to agree with you guys on the TERRIBLE service. I haven’t exactly bought any products from the MAC counters but I have loads of limited edition MAC products because I have a relative working at the MAC office. Although I don’t purchase MAC products, I still like to browse around the MAC counters. Everytime I enter the shop, I get weird looks from the SAs (I don’t have to say much, I’m sure most people reading this post knows what I mean).
So one day I decided to give MAC Sunway a try, but as usual, crappy SAs. I asked them something, the replied in less than 5 words and that was the end of my GLORIOUS encounter with the SA. Finding a SA that’s nice and helpful is like finding a needle in a huge sack of makeup. Obviously I walked out.
Few hours later, I walked past MAC again and I saw a friend of mine just leaving MAC (she spent RM500 at one go, SIAO!) so we started chatting about MAC right outside of the shop. The SAs still gave me a weird look as in “she’s not pretty/well dressed/hot/rich looking enough to even talk about MAC so why is she talking to this totally rich customer here”. This friend of mine really looks up to my knowledge about MAC so she consulted me on her purchases. I poured out my knowledge about MAC and took out loads of my limited edition products as examples. (Sorry la… I wanted to wipe that ugly look off all the SAs. I it may have seemed bitchy but the SAs were worse. I just need the satisfaction to be able to mentally kick their butts. =P) When the SAs saw my collection they had this defeated and shocked look. They’ve just lost a potential customer. HAH!!
Seriously, people should complain about the MAC SAs everytime they were treated badly. Maybe we should make it a habit on complaining about the SAs. =P I should try talking to my relative about the annoying SAs. Something really needs be done about them or one day they’ll end up getting punched.
I live in the UK , and I go to one particular MAC store. The SA are okay, but they could have more make up artists around, since about 3 people do one person’s make up at one time, limiting other people wanting some service. But when they do assist you they are extremely nice. I’ve only been twice and i’ve bought around £120 worth of MAC products, which is around 779 Ringit!! They are happy to put the products on you: If you think a shade is too light, they take it off quickly and apply the next shade up, they are really nice. They complimented my skin saying it was ”amazing” and ”this would really work for you” or ”is there anything else you wanted”. Basically normal things you SHOULD hear from a make up counter.
My mother is from KL in Malaysia and i am planning to go with her in the Summer 2008. I’m planning to go to Pavillion a) its just opened so i’m excited about that and b)I want to see how snobbish these SA are in these MAC stores! If they really are this rude, I would tell them straight up that they are not doing a good job and give them the deuces!
BTW, to anyone that has been treated nicely in the KL MAC stores, can ANYONE tell me whether they give you samples like eye pigments?
thanks =]
hey hey, let me share my expereicnes at MAC with u guys. so ive been buying a couple of items from mac. and at all times, i have had loads of diff experiences. usually when i just go in to buy an item i get what i want n leave.. because i know what i want its not such a problem. thn there were times where id wanted to sample the colors of paint pots. the SA was really nice at pyramid. i think she tested like 3 diff colors on me and in the end i asked for her to leave two diff colors on my lids n left. just to check the staying power. haha. most of the time, i notice that when i call in to reserve stuff that i want to buy, they tend to be nicer to u , because they already know whats in your basket:). so no problem there. ive also been briefly asking about powder colors that would suit me and at all times i almost always get a diff recommendation.
so when i finally decided to pick up the powder, i walked in to the midvalley outlet. n asked her for what i wanted n she recommended the shade. so i decided to trust her, even tho previously another SA recomeneded a diff shade. so i tested n it looked fine, i bought it n left. now may i warn all u mac users or potential users, never to trust the lighting in the stores. especially never ever look at the mirrors in the centre where they display make up. always use the mirrors at the corners where they do their makeovers.the lighting there is more reliable. so back to my story, i bought it n left. when i got home, the product didnt seem to be coming out onto my brush, and the color way 2 shades darker, i swear i could have used it as a bronzer. so i took it back. and the SA tried to convince me tht it was the right shade n tht it will be fine when it oxidizes n so on. she didnt know what she was in for, since the product tht i bought was mineral based and ive used minerals before and when they oxidize, they turn darker! so i gave her a piece of my mind ntold her tht if u give me a darker shade to begin with, it is sure to turn darker when it oxidizes. i refused to leave without them changing the powder. and so when they agredd, the color of my chocie was out of stock. still i didnt budge, i told them tht i would pick other items for the same worth. and i ended up getting it my way :). on this day when i was at the counter, i noticed that the normal SA’s are not actually MU artists. they are just any normal SA’s. because, there happened to be a MU artist around at tht time and she had a name tag with MU artist written below it. so my advice is, to learn abt the things u may want to buy online. thru reviews, the website n what not. dont go in there without knowing anything abt MAC or else ur gonna be taken for a nice ride. their main aim is to sell products even if it doesnt look good on you. n tht should not be the way.
I went to a MAC store yesterday with my best friend to get her first MAC lipstick. There were not many customers around and 3 SA available. Right after we step our foot there, this SA named Daya if I’m not mistaken, greeted us with a smile.
We told her we need lipsticks and she was very nice to us even we both looked like secondary school students. She even said that, she suggest a more natural color for my friend so she can use it to school. The main point here is, she was not a snob at all even we dressed like school girls and she still treat us nicely. That was in Pavillion, KL btw..
HEllo there people…
I tried on my friend’s Tinted Lip Conditioner SPF15 (color:Soothing Beige)(15ml) from MAC and it really suits me n i totally love it.
However, my friend bought it in the UK & now i am wondering if anyone in Malaysia could tell me what is the PRICE for this product here…??? since im still a student, i would like to know the price range first so that i can save up and buy it.
Im planning to buy the above mentioned product from MAC Suria KLCC…
Do kindly advise me when is the appropriate time to buy (eg:promotions,off-peak hours,friendly hour..)
Thank you…Good Day. 🙂
mac’s products are okay but the service sucks big time. i went to SOGO and the SA (male) treated me nicely although his english is like crap. hye, he did have effort yo serve me, so i bought a lipglaze and mascara.
i went to pavilion. the staffs there sucks horribly. besides unable to converse in english, that whore did not even bother to serve me. i asked her nicely where the white eyeliner is and she made this much uglier face. (btw, she is ugly). i asked her to put it on me and she told me to put it on myself, then suddenly she put it on for me and nearly poked my eye. i had to leave as my optical vision was in jeopardy. i went straight to sungai wang to the anna sui booth. thanks for the “friendly” treatment i received from mac sa, i am now an anna sui advocate. never again would i visit and buy a mac product anymore.
I started my MAC addiction in London and have not really had a terrible encounter with any of them. Most times, I like to be left on my own to try out colours, products, etc..when I do ask for assistance, they are normally nice and responsive. I’ve been to the one in Covent Garden and one in Selfridges, and I prefer the store in Covent Garden. There’s a Jap girl there who is super helpful.
Anyway, I’ve since relocated to Spore and tried out the MAC store at NAC..omg..they make you feel as though if you have no intentions to buy (just to browse), dont even touch the products! And while I was choosing lipstick colours and I couldnt decide, I could see her rolling her eyes at me (from the corner of my eyes)! OUTRAGEOUS. Seriously, with that kind of attitude, she should be sacked. I got such a big culture shock.. Obviously, I no longer patronize the one at NAC. The MAC counter at Tangs, Orchard Road is soo much better. They mostly very nice and leave you to try out things if you let them know you want to browse first. I’ve been to the one at Raffles City, and they are nice. Just the one at NAC, they seriously need to sack all the SAs there.
hi all….would like to tell u guyz about my ‘make-up shopping’ experience.
i’ve tried a few expensive products and never tried MAC before. a few of my friends recommended me of MAC and told me that this product is really good and worth buying.
so i went to MAC counter in Pavillion last Sunday (14th Dec 08) to look for a compact powder and a lip gloss. when i reached there, i was welcomed by this super-duper friendly SA, i still remember her name..Daya Yunus. even though i asked her many questions about MAC (coz im a first time MAC user), she replied and answered with smile. she nicely asked me to sit and she put make up onto my face. i bet she’s the best SA i’ve ever met. she never give you a ‘do you have money to buy this product’ kinda look. After i paid for my compact powder, i asked her about face and eye cream, without any intention to buy. She explained in details and even gave me 2 samples (one face cream and one eye cream). Now im happily using MAC and would stick to this product (the compact powder is real smooth)…gonna try other range in future…and double thumbs up to Daya for a pleasant and friendly service. Hope there would be more SA like her who never give you double standard service.
Hi girls~
I bought my first mac product the other day (the mac 187) and they gave me a sample of their foundation in NC30. I was pleasantly surprised as I hadn’t thought of asking for a sample.
However I knew I was an NC15 so I asked them if they had a lighter shade, but the girl said “NC30 was all they had” in a really rude way (she was trying to sell me more brushes earlier, but I only wanted the 187).
I left the store after that, as I wasn’t even expecting a sample, however her attitude was so mean and rude! It totally ruined my joy in finally getting the item I’ve coveted for so long! 🙁
Is it normal to have only one shade + one kind of sample from a large mac store in HK? I know in Australia (where I usually live), my friends have gotten samples without even buying anything…..so lucky!
Hey there, i totally agree with you but i have met a few mac girls taht are really nice. my fave girl is estella from KLCC, maybe you could go look for her there if you wanted to try stuff, she literally tries everything on me and she doesn’t expect you to buy. 🙂
another girl is hari, but i don’t really know which outlet she’s at anymore!
MAC service which I just encounter just now while I was shopping for my eye brow pencil. I bought my MAC eye brow pencil at Gurney Plaza, Penang Malaysia (3:39pm 31.Mar.2009) receipt is still with me. Total 3 staff working at the counter and 1 “unknown” with no uniform lingering around and chit chatting in the store with 2 of the staff and no customer except myself. When I walk-in as a customer I expect greeting like hello or welcome to MAC but no greeting or any sort of acknowledge and no eye contact. All staff just ignored me and busy with their make-up and chatting among themselves. I even have to make the first move to call them and get them to help me. One staff (with no name tag) was standing less than 5 steps away from me refused to stop what she was doing which is doing her own make-up for their own private photo shoot in the store. She didn’t even look at me and ask if I need any help instead she yell at her colleague to assist me. Obviously I’m just invisible in the store and hoping I will just walk away from the store without buying anything since they are not interested to sell me anything or even acknowledge me. I’m very unhappy with this sort of working attitude and with the way they serve me. The store Manager was even there and she never apologize when I confronted her about the bad service, bad working attitude & her staff was unbelievable rude. The staff who is less than 5 steps away from me just smile and I think she has no idea what she was doing and she thought it was funny when I ask her where is the customer service, greetings & etc? She just smiles and turns away and continues with her make-up. They turn the store into their own fantasy where they can do what they like and behave how they like. It was an INSULT to me!! It was very rude, ignorant and I can’t believe MAC has such a shocking team working for MAC. Unfortunately I was very disappointed and this is so excruciating and degrading MAC reputation. Wearing thick make-up and skimpy dress doesn’t sell.
I was a MAC user for 2 years from late 2006 until early 2008. I usually purchase my make-ups in KLCC outlet. The staffs there are quite ok compared to other outlets, but since it’s far from my house I had to turn to Midvalley outlet instead. It was Saturday afternoon, somewhere in January 2008, the crowd wasn’t really packed. Me and my partner decided to visit MAC’s Midvalley to grab some eyeshadows. I remembered wearing just plain t-shirt, jeans & slippers on that day. When I walked into the store, I saw 4 salespersons in there. 3 of them were occupied at the time (doing makeovers to some customers..) and a male Chinese salesperson halfheartedly greeted me. I was a bit annoyed with his attitude, but continue to browse for the things I needed. I mentioned a few eyeshadow names to him and asked politely if he could help me get them as I’ve tried searching but couldn’t find them on the rack. He just stood there blankly and I felt like a fool talking to myself. So I asked the same question for the second time, this time he smirked and went to the shelf to find the things i asked. At that time, a well-dressed Chinese couple walked into the store and so this dumb salesperson just dropped the eyeshadows back on the shelf and went on to entertain the Chinese couple. I was so damn shocked when he did that, and thank God my partner wasn’t around at that time or that guy would’ve gotten a slap from my man. I stood there for another 5minutes and witnessed the couple walked out of the store without buying anything. Serves him right! Padan muka! I mean, just because I wasn’t dressed like rich people, doesn’t mean I can’t afford to buy MAC stuffs! Come on la, I wouldn’t have gone into the store in the first place if I know I couldn’t afford it. And so, that was the last time I ever buy or use MAC products coz I was so frustrated with the way the staff treated me. I would’ve spent hundreds of ringgit if the stupid salesperson entertained me better. Girls.. don’t even dream of walking into MAC stores especially Midvalley outlet if you’re not dressed to impress. Coz they think if you wear slippers to their store, that means you got no money to spend. Such a lowly attitude..