MAC Cosmetics Sent Broken Product & Failed to Honor Refund Promise
I placed an order with MAC Cosmetics (Order #2560477604), but when I received my package, one of the eyeshadows arrived broken. I immediately called customer service to report the issue, but they refused to accept a return because I had already discarded the box. They also told me that stores could not assist and instead offered a 35% refund if I placed a new order, essentially forcing me to spend more money.
Since the eyeshadow kept crumbling further with use, I eventually placed a new order when I actually needed more products. However, MAC deliberately waited until a lower discount period (25%) before responding to my request, ensuring I couldn't use the promised 35% refund properly. When I completed my order and submitted my details as requested, I was ignored for days.
After calling multiple times, I was only given a 10% refund instead of 35%. When I refused to accept this, they refused to help further and told me to reject the delivery if I wasn’t satisfied. On February 18, 2025, I had to send back the package at my own inconvenience, wasting my time and effort.
To make things worse, on the same day, MAC launched a 50% discount campaign—proving they could have resolved my issue fairly but chose not to. This level of disrespect and dishonesty from a brand I once trusted is shocking.
MAC not only caused financial loss but also wasted my time, added unnecessary stress, and forced me to repeatedly contact customer service for a resolution they never honored. With this kind of treatment, they have permanently lost me as a customer, and I hope others recognize how they truly operate. MAC, keep your word and treat your customers with the respect they deserve!
