Mac Studio Fix Wrong Shade and Disrespectful Service at Istanbul Zorlu Center Store
On September 17, 2025, at 18:21, I made a purchase at the Mac Cosmetics store in Istanbul Zorlu Center and experienced an extremely disappointing customer service issue. I bought two products, including the Mac Studio Fix Every Wear NW22. While testing in-store, the sales associate applied a lighter shade on my skin, which I liked. However, the associate did not clearly inform me of the shade number, and at the cashier, they simply placed a sealed product into my bag.
The next morning, September 18, 2025, at 10:23, when I applied the product under my eyes, I realized the shade was significantly darker than the one tested in-store. This was not the tone I was shown and agreed to. When I called the store to explain, I spoke with the blonde sales representative, who was not only unhelpful but also rude. Instead of listening, she kept defending herself, offered no solution, and even hung up the phone on me. Store call recordings will confirm her unprofessional and disrespectful behavior toward a customer.
I have used Studio Fix Every Wear before, so I can easily tell the difference in tones. Initially, I asked the associate to check my previous purchase records since the label on my old product had faded. She confirmed the exact shade was out of stock but convinced me to buy what she claimed was a similar, slightly lighter option. In reality, the product I received turned out noticeably darker, which does not match my skin tone.
This purchase was made under Invoice No: ELC202*17688 and Receipt No: 0024. I expect Mac, as a brand that claims to prioritize customer satisfaction, to investigate this incident, review the sales records, and allow me to exchange the product for the correct shade I previously used.
So far, neither the store nor customer service has provided a clear solution. I request that this matter be addressed urgently and resolved fairly.
