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November 2023 by Safrin Islam
Never have I ever experienced anything like this. I went in for a return but was charged the amount instead. When I brought this up to the cashier they said to come back in with the receipt and they will take care of it, so I did the next day. When I came in the cashier now said there isn’t anything that they can do but said customer service will give me the refund I just have to give them a call. Since I already had to drive back and forth I asked the cashier if they can give them a call for me, she agreed and promised it would be sorted out in the morning. After an entire day of not getting any updates from the store or a refund I called the store inquiring about what was going on. The supervisor i spoke to her name was “Naz” should not be working for this company or any for that matter. She was giving me attitude from the moment I mentioned that it has already been 3 days since I was promised this would be taken care of. To which she replied “I wasn’t here it’s not my problem”. She said i had “ no class” because i was asking her for a refund for a transaction she did not do. When I told her that the previous employee I spoke to left a note on my file which explained everything in detail she said “we don’t do that”. I asked her if she could please look and she kept talking over me saying “we don’t do that, we don’t do that, we don’t put notes on files” I asked her if she could please transfer me to a manager, she said no, then to look at the bottom of my receipt to call customer service and then she cut the call. I’m appalled by this. How can Mac hire someone like this? Let alone a supervisor? I made a formal complaint to Mac regarding her and regarding the extra charge I got on my card. Unfortunately when I called customer service they told me that they are unable to do refunds and that it has to be done at the store level. So now I honestly don’t know what to do. To all customers please be aware of “Naz”. To Mac, your employees, especially your supervisors are a representation of you. I believe there should be some sort of customer service standard set by a big company like Mac, especially within leadership roles.
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November 2023 by Jenny Jamon
I was at MAC earlier this evening and was being helped by Naz when an interesting event occurred. A tall, Indian guy with a slim build comes in arguing with her over a refund. He started getting aggressive with her. He started calling her names. I overheard him call her stupid and childish. I was shocked and felt uncomfortable being there. This guy was being very rude and demanding the refund. Very entitled behaviour coming from the guy. Fortunately, Naz handled the problem fast. I was relieved when he left. I’ve been helped by Naz before in the past, she is very knowledgeable and has always given the best service. She gave me some samples today because I had to wait for the rude guy to leave.Even though the experience was weird, Naz made me comfortable after he left. I will definitely be coming back to the store in future!
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July 2023 by Ahmed D
Hello , I wanted to share an unfortunate incident that happened to me today at the MAC store located in 300 Borough, Scarborough Town. As a regular customer of Mac for many years, I usually have a quick and pleasant shopping experience and often shop online or in the store but today was quite different.I entered the store with the intention of purchasing a lipstick and a MAC face powder. Upon approaching the cash register, I noticed a young girl giggling and it appeared to be of a personal phone call. Despite patiently waiting for around 6-7 minutes, she didn't acknowledge my presence or give any indication that she was wrapping up and and ready to assist me.Since I knew exactly what I needed, I decided to walk over to the makeup display where a drawer was open and grabbed the lipstick I wanted. Unexpectedly, a very rude lady who later claimed to be the manager named Katerina came up behind me and without knowing accused me of stealing , comparing it to trespassing in someone's house and going through their belongings. I tried explaining that I had been waiting to be served and decided to grab the lipstick myself and was ready to bring it to the cashier to pay, I even had my wallet out but she continued to be extremely disrespectful and accused me of stealing. There are cameras everywhere and MAC is a small store and only a handful of people including myself was there . I felt quite humiliated and as if I was doing something wrong , and I realized that I am not suppose to choose my own lipstick from the drawer and it’s meant for staff only.What shocked me even more was the lack of any apologies or attempts to understand the situation. Despite the encounter, I still went ahead and purchased the lipstick and face powder for $80 letting her know that I am not a criminal but a loyal customer of MAC, my husband was quite upset indicating I should not purchase anything from this store anymore. Meanwhile, the girl who was originally supposed to help me started assisting someone else. It felt like the rude lady Katrina assumed I couldn't speak English because of my hijab, and I couldn't help but feel discriminated against.I am quite surprised a manager of MAC could treat a customer of that manner and then try to argue without knowing the full story.In light of this incident, I have contacted MAC and filed an internal investigation with the case number 08883105. I hope that they will take this matter seriously and address the behavior exhibited by their staff. As customers, we deserve to be treated with respect and courtesy, regardless of our appearance or background.Let's hope for a positive resolution and improved experiences for everyone who walks into MAC stores
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July 2023 by Azmeree
Katrina P is going around falsely accusing people of stealing. Unless and until a customer has walked out of the store- it is not considered a stealing. Just because she saw a hijabi lady who waited more that 5-7 mins as her staff is on a personal call, she decided to help herself out but grabbing the lipstick from the drawer. That still doesn’t constitute an act of theft. That will require her to walk out with it. So please train your staff well and if that is your store manager then she is setting herself for discrimination, harassment and falsely accusing her customers. I am writing this incident on behalf of someone I know. This is pathetic! My friend was there with an intention to buy with her husband. Unfathomable behaviour. If you cannot respect hijabi ladies or minorities then pls shut your store down because toronto is full of immigrants from all over.
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July 2023 by R
Sam helped me out in store. She’s very nice and knowledgeable. I had a great experience!
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June 2023 by Chris Green
I'm not used to waiting for a business to create their employee schedule before a customer can book a service. If you're offering make-up services, they should be offered on a daily basis and not when you decide to schedule staff to do it. I am attempting to book a make-up session for August, however Canada's Mac stores only do their scheduling two weeks in advance. I would have to wait until mid July to see if the date and time I want, is available. In America, we can walk into any MAC store and receive service. But, for some reason in Canada you have to wait on the location to know if they have employees to cover the services for specific dates. Maybe America just spoils us, but I can book a make-up service six months in advance. It's not rocket science, allow people to book services in advance and then staff accordingly to the booking of services. I really shouldn't expect much from a country that has a million service Canada locations, yet they all don't function the same, nor provide the same services ??♀️??♀️
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May 2023 by Melissa Wood
The staff at the MAC store at Scarborough Town Centre are amazing. One of the associates needed assistance and everyone was there to help out. Joshua R. is a genius and was able to hone in on my needs and complexion with just a glance. Everyone there are very well trained MUA’s. I highly recommend the MAC store at STC.
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May 2023 by A Ana
Naz is Profesional Artist ? She is just Awesome Miracle Artist. Naz is an asset to Mac cosmatic Co.Naz needs to be promoted higher higher in her professional Artistic working she is very charismatic she changes you , which I do belive in her. Thank you Mac Store and the best of the best is Naz congrats ? 5 ? ? ⭐️
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January 2023 by Bosaina Shohag
I needed some make up badly and needed some help with products and colours to use. Melina was very helpful,knowledgeable,friendly with great customer service. Liked her eye make ups,which also I am getting on my next visit She tried colours on me for make up which ones will suit my skin tone and which ones I will like. She was also introducing me with some new products that I didn’t know about, next visit am sure will get those too. She had few customers waiting for her and she was serving everyone efficiently with friendly manner. Didn’t felt like I was waiting a long as she kept serving everyone. Alina was knowledgeable and courteous. I wish her successful career. Will recommend it to all my family and friends to her especially new/clients who have no idea where to begin. I was meeting with some of my friends at the food court so I shared them my experiences and showed what I bough,they will start going to her. Thank you!
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January 2023 by lmlm lm
Placed an online order and chose the store pickup to save the shipping fee. But the company policy only gives customers 3 days to pick up the online order from the store (other companies usually offer one week or so), and it didn't indicate when you placing the order online. Wish the company can be more considerate about their customers!!
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December 2022 by Anna D
I tried to enter the store but the front door was locked with no sign or explanation for customers. The store had a handful of customers in there. I had called front desk and they said the store was at full capacity (9 people) this is a large store and only 2 employees were working during the holiday season. The staff asked for me to wait outside. I waited for 15 mins while watching 4 customers leave, yet no one is being let in. This is poor customer service and I expected better from MAC.Wish I could post the photo I took of the store but this is my very first review (which speaks volumes lol) and I don’t know how.
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December 2022 by Warasee Akter
I had really bad experience today.i never go again there.coustomer service was reslly bad.they dont know how to respect customers.
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November 2022 by Keisha Strachan
MUA Naz was amazing help today when we came in to do w Back to Mac exchange. We will be back again purchase items for Christmas.November 18 2022Came back today to pick up a nude colour lipstick. Once again amazing service but this time from Josh and Sandy. So happy to see the management team training their staff the right way.
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September 2022 by Preeti Chauhan
This is specially for Sam ! She is the example how your other team members should behave with the customers. She was so polite and helped me in finding my right shade for almost everything I kept her engaged for long even she had to do her other stuff she didn’t leave me alone and was there till my check-out. She is the best customer service representative i have ever come across. I was really confused before buying anything cz I always go wrong on my foundation shade but she made it super easy. Thankyou sam you are the best!❤️
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August 2022 by Shomi Ghosh
They need professional training on how to communicate with customers. This is a brand shop not a thrift store. Behave nicely with your customer.
