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.