To Whom It May Concern at MAC Cosmetics,
I am writing to express my deep disappointment with the service I recently received at your Arcadia, CA location (400 S Baldwin Avenue, Suite 352). As a long-time and loyal customer of MAC Cosmetics, I feel compelled to bring to your attention an experience that fell far below the standard of professionalism and customer service I have come to expect from your brand.
Throughout the years, MAC Cosmetics has been synonymous with quality and excellence for me. I have visited MAC stores across different locations, including international ones like Paris and Mexico, and have always had positive experiences. Unfortunately, my recent encounter at the Arcadia store was disheartening.
I had booked a 15-minute Holiday Glam appointment online and arrived at the store well before my scheduled time. However, from the moment I entered, I was met with an unwelcoming atmosphere. There was a lack of greeting, and I sensed an almost disdainful look from the staff, particularly the makeup artist assigned to my appointment.
I understand the importance of respecting the time of makeup artists, and I appreciate their need to efficiently manage appointments. However, the attitude at this particular store was far from the professionalism I've encountered elsewhere.
The makeup artist, without any warm greeting, quickly informed me that this was not a makeup session but merely a 15-minute courtesy appointment. I assured her that I was aware of the nature of the appointment but had expected a bit of the Holiday Glam touch, given the specific booking. Instead of addressing my concerns, she curtly suggested that the manager would explain the process to me.
When the manager arrived, she politely inquired about the key features I wanted to focus on. I specified my preferences for skin and eyebrows, to which she agreed. However, the makeup artist continued the service with complete silence, not providing any information about the products or the process. It left me feeling uncomfortable and unappreciated as a customer.
At one point, when the makeup artist left to showcase holiday promotional products, her demeanor suddenly changed to friendliness with another customer. I found this inconsistency in customer treatment troubling.
In the end, I had to complete parts of the makeup application myself, using my own products, as there was a lack of communication and engagement from the makeup artist. Not a single word was exchanged during the process, and even as I left the store, there was no acknowledgment from either the makeup artist or the manager.
This experience has left me questioning the commitment to customer service at this specific MAC Cosmetics location. I hope my feedback can contribute to improvements in the professionalism and customer engagement at the Arcadia store.
As a loyal MAC customer, I took my business to the Glendale Galleria MAC Cosmetics store (2117) afterward, where I received the exceptional service I have come to expect from your brand. I urge you to address the issues at the Arcadia store to ensure that other customers do not have to endure a similar disappointing experience.
Sincerely, Disappointed Customer read more