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.
zeez says
for me MAC ok i think you all one girl in pavilion name are Miss DAYA she very good, she really good advisor & also economical too me…she suggest the thing which worth to buy,..i think u all just find her lah…she very good in explaination & dunt shy tell her the trust yr exact budject,,,,
Robyn says
I was going to purchase quite a bit at Mac but have also run into snotty, rude, counter workers and would rather spend my money elsewhere.
kristen says
so far i’ve only been to 1borneo KK’s branch. This MA call sylvester greeted me. he is damn nice. he served me and gave me advises. when there are other customers coming in, he’ll ask me to wait and he’ll be back in a while. he was so so so polite. i asked him about some foundation stuff and i didnt expect him to give me a sample! it was so nice of him. I’ll definitely go back. 🙂
kossy says
My dear, u guyz havent seen nothing yet… mac’s hospitality here in malaysia is terrible.. I went to mac SOGO, and told d lady there i needed mac studio fix, can u imagine wat she me, dat my colour is not available for test trial, so i should pick up a colour dat she ‘guessed’ should be my colour. so i was suprised, i mean dis is meant to be a registered Mac outlet…its not done anywhere in d world.. i could as well have gone to a fake low classed place, coz i felt so degraded and insulted… i mean WHO doesnt know, dat u hav to test ur make up first B4 buying it, especially an xpensive brand like mac?? even d way she acted was totally bad… Mac is terrible…
Shanti says
N5 was recomended at Sogo ,kl .Now when I call for my second refill.No stocks available.
Told me to go KLCC.But upon checking on line,no stock either.Thank God I
didn’t take a trip there.
Fedup
Jane Fernandez says
Actually they are the same the world over…
France and London…the same..
If you are dressed like Liz Taylor or had the face of Liz Hurley, they gush all over you…
Hallo…if I have the money to travel half the continent to your country I surely have the money to buy your stuff even if I dont dress myself up – both face wise and dress wise…
Just boycott their counters…
Cheryl says
Hey ladies, I’m sorry to hear about those horrible experiences! Well actually it is a mac policy thingy to only do one eye because they do makeup services and in the past ppl chose not to have the service as there were many people who just get a free makeup session. So we have to try to understand that business standpoint. I might agree some sales personal are simply horridious, I have had some really great experience with a couple of mac assistant.
cheryl says
This is why i buy MAC products online, i love MAC products, but i absolutely hate the service i get from them. I think its the same in Singapore and Malaysia, employees from MAC are very snobbish, i walked in and no one bothered to serve me because i wore plain t-shirt and jeans, and they only bothered to serve people who dress “impressively”. Not only that, the employees were mocking me behind my back, and only stopped when i glared at them, and also only then, they came forward and provided assistance. I have went to most MAC counters in Singapore and 2 from Malaysia, and only 1 in Singapore was okay. Maybe its just in Singapore and Malaysia, because everytime i go somewhere else like Hongkong, they serve me readily. I hope MAC would do something about this, everybody hates their service attitude
Ash says
Hi,
As a Counter Manager for MAC, i have very mixed opinions about everything i have read here today. I feel for those people who have had bad customer service or who havent been happy with a Makeup Application, and its hard to say because these complaints are on the other side of the world to me. But at the same time, i was very hurt at some of the comments relating to “ALL MAC Staff”. I would fall under this category and have worked extremely hard to get to where i am and dealt with alot of bad experiences myself, and pride myself on always delivering 110% on customer service and have never had anyone walk away upset or unhappy with the way they look. Understandably it wouldnt be the case everywhere and i have found some rude staff myself, but it is unfair for people to be branded by you due to someone elses mistake! I treat everyone i serve like its my own family or friend, and will never turn anyone away!
sara says
last Wednesday i bought cream foundation from M.A.C midvaly the manufacture date its 2008 /11 and maximum duration its 12 mounts up to 18 mounts what do you suggest i found out this after i get doubt it seems its expire and i use it several times this week is there any way i talk to manager directly and whats the result simply replace ?