Mecca Cosmetica Physical store

Over the years, I have bought a number of Terry, Misty Rock eye shadows from Mecca, Myer store in Sydney. The last two containers, the stick broke off in the container when it was not extended. When I tried to extend the shadow for application,… Read more

the broken stick fell off onto the floor. I did not complain the first time it happened but the fact that it has happened twice means the product is not of merchantable quality. This product is meant to be a premium brand and is not cheap. I paid $64.00 for a below standard product.

I contacted Terry ( in France) and was told to direct my enquiry to their supplier in Australia (Mecca) which I did. I paid cash and did not keep the receipts. I sent photos of the empty tubes and asked them to show goodwill and replace at least one product. But no, without proof of purchase they would not accede to my request. So mean, obviously the almighty dollar and profits come before customer satisfaction.

I will never shop at Mecca or purchase Terry cosmetics ever again.

I had a very disappointing experience at Mecca Northland with a staff member named [Name Removed]. I went in to buy a perfume and needed some assistance. [Name Removed] was incredibly bored, unhelpful, and openly reluctant to help me find what I… Read more

was looking for. She was dismissive, gave short answers, and seemed annoyed by my presence. I also noticed she was just as disrespectful to other customers in the store, ignoring people who needed help.

Because of her terrible attitude and complete lack of customer service, I left without buying anything. I expect much better from a store like Mecca. Avoid this staff member if you can.

If you are attending an event or have a special occasion coming up I highly recommend the in store makeover at Mecca Cosmetica. I have experienced makeovers by many different staff members and each time they have created the perfect look for me. I prefer the Cosmetica stores as they stock my favourite brands so when redeeming product I end up with products I use everyday - they are the best! Show details

I love the beauty loop - always such a nice surprise and no other company really delivers loyalty in te same way. I have been introduced to so many great products that I wouldn't have otherwise found. I'm surprised with any negative reviews as my experience with Mecca over the years has only ever been wonderful. Show details

Hannah from the Mandurah’s Mecca store is amazing she’s so friendly informative and extremely good at giving you the greatest experience luv her to bits Jacky stark Show details

Had a wonderful facial this week at the Flag ship Melbourne MECCA Bourke st store, where the beautician was clear on everything she was doing, spoke to me before and after the consult, and gave great advice. The reason I have given 3 stars instead of 5 is the extremely LOUD music that was on high rotation throughout the entire treatment. In the… Read more

space of an hour I heard the singer Katey P sing the same song 3 times, and the music was such a huge distraction from the session, they also have other musicians playing music on top of each other O -- O , I just could not relax properly, they don't supply a nice sheet or blanket as most salons do as well. I feel sorry for the staff who have to work in such a noisy environment, surely that level of music is against OHS guidelines for staff to work there? Why the OVER LOUD Music Mecca?? I entered a very fine department store not a Nightclub - it just makes me want to grab what I need and leave straight away. Sorry I wont be back for another treatment MECCA -

I’ve been following discussions here and on other platforms about MECCA, and I wanted to put together a balanced, fact-based summary of some recurring issues based on publicly available customer reviews, news articles, and legal cases. This isn’t about bashing the company—MECCA has built a massive presence with over 110 stores and exclusive access… Read more

to popular brands—but rather highlighting patterns in feedback that explain why some shoppers feel alienated or dissatisfied. All points below are drawn from aggregated reviews on sites like Trustpilot (average 2.5/5), ProductReview.com.au, and Reddit threads from 2025, plus reported business practices. I’ll stick to verifiable info to keep it objective.

1. Customer Service Inconsistencies and Perceived Bias

One of the most common complaints is inconsistent in-store service, often described as “hit-or-miss.” Reviews on Trustpilot and ProductReview.com.au from 2025 frequently mention staff being dismissive, rude, or unresponsive, especially during busy periods. For instance, multiple users report waiting 10-15 minutes without assistance, only to be redirected to online shopping or given curt responses. A notable pattern emerges around demographics: Older customers (over 40) and men often feel ignored or treated with disdain, while younger, “trendy” shoppers receive more attention. Ex-employees on Reddit have suggested this could stem from internal “zoning” systems (staff assigned to sections) or a focus on loss prevention during school holidays, where teens are monitored more closely. This leaves many feeling undervalued, especially those with disposable income who expect better from a premium retailer.

Why does this make customers feel bad? It creates a sense of exclusion—like the store prioritizes aesthetics over equal service—which can ruin the shopping experience and deter return visits.

2. High Prices, Lack of Promotions, and Exclusivity Deals

MECCA’s pricing is another hot topic, with 2025 reviews noting sharp increases (e.g., lipsticks jumping from $30 to $70 in recent years) and minimal discounts compared to competitors like Sephora. Their Beauty Loop loyalty program is criticized as a “scam” by some, with rewards that feel underwhelming and rules that can drop levels if spending dips slightly.

The core issue ties into exclusivity contracts: About 70% of MECCA’s 195+ brands (e.g., Drunk Elephant, Hourglass) are only available through them in Australia, thanks to deals that block direct sales or stocking by rivals. While legal (as upheld in cases like their 2021 win against Hourglass), critics argue it reduces competition, leading to higher prices and fewer options for Aussies. News reports from 2025 highlight how this disadvantages competitors like Sephora and forces consumers to pay more or ship internationally (with duties/delays).

This setup frustrates customers because it limits choice and value—why pay premium when alternatives abroad are cheaper, but inaccessible locally?

3. Stock Issues, Returns, and Product Quality Concerns

Frequent out-of-stocks (even for advertised items) push shoppers online, defeating the purpose of in-store testing. 2025 complaints also include selling expired or discontinued products, with some users feeling “gaslighted” during returns (e.g., denying faults or long waits). Strict policies, like no cancellations post-checkout, add to the hassle.

These operational glitches make visits feel unreliable and stressful, eroding trust in a brand positioned as “premium.”

Why This Isn’t Ideal for the Market or Consumers

Objectively, while exclusivity helps MECCA dominate (30-35% market share), it can stifle innovation and fair pricing in Australia’s beauty sector. Combined with service lapses, it leads to widespread frustration—many reviews express switching to Sephora, Adore Beauty, or direct imports. If these patterns continue, it might invite more scrutiny from bodies like the ACCC on competition issues.

What do you think? Have you had similar experiences, or seen improvements in 2025? Let’s discuss based on facts—sources in comments if needed.

Mornington Melbourne store- had great service from a woman over 35 in the store, terrible service on phone from the younger women, not interested in helping. Management needs to review their staff. Show details

I’ve been a MECCA customer for nearly a decade, and what keeps me coming back is the overall experience. It’s not just about luxury brands — it’s the way everything feels considered. The product selection is curated rather than overwhelming, and I’ve discovered some of my all-time favourites through their Beauty Loop program. I appreciate that… Read more

MECCA balances innovation with reliability. I’ve invested in everything from clinical skincare to limited-edition makeup releases, and the quality has consistently met my expectations.

In my experience, customer service has been professional and responsive, which reinforces the premium positioning of the brand.

For me, MECCA represents trust — and that’s why I remain loyal.

I had such a lovely experience shopping at MECCA in Westfield Southland! The store was beautifully set up and had such a great range to choose from. The staff were so kind and helpful, making the whole experience feel really welcoming. They were knowledgeable and happy to answer questions without being pushy. Overall, such a positive shopping trip — I’ll definitely be back! ✨ Show details

I was buying a present for my wife at Mecca Westfield Carindale and Bella and Candice were super friendly, helpful and went out of their way to give me some good suggestions and do a little gift wrapping as well. Thank you Show details

Rude and Unhelpful Staff - Avoid! Extremely disappointed with the service from a staff member named Christine. She was completely disinterested in helping me, gave dismissive one-word answers, and made no effort to assist in finding a product. She was also disrespectful to other customers in the store. Wasted my time and left without buying anything. Would not recommend. Show details

They never give a discount or give free samples or gifts with the expensive purchase. I want to buy a perfume being waiting for 7 months not available also when it's available they will not give discounts or free samples or gifts. Now I am trying to buy it directly from the company website cause they have the perfume available with 2 free samples to choose and discounts code but they don't send it to Australia because of greedy mecca.

Great Service and an excellent product range ! I always return to the Mecca for their outstanding customer service specially their makeup services, which are both affordable and high quality. The ability to redeem products adds great value. Highly satisfied with the overall experience.

Rich company, poor beauty benefits – 0 would be a better rating. I’ve walked away from Mecca today after 4 years after being told my Beauty Loop level 3 is not being honoured because I bought a gift card as part of my purchase. It is my money after all. Apparently I should have known that already, never mind that the consultant at north lakes advised me I’d move to level 3. Sick of… Read more

the rules and hoops to jump through for Beauty Loop. Back to Sephora and direct. Mecca is so not worth the effort.

Terrible – Walked in to buy a gift card 24th Dec. Queen St Mall in Brisbane. A very young sales assistant referred to me as ‘darling’ ..I’m a male in my 60’s. What on earth has gone wrong with point of sale ???? How much is the Mecca training officer being paid whereby staff cannot greet a customer with basic counter respect ???

Unfair – they had a sol de janeiro pop up store in the highpoint centre and they had a claw machine and you got 3 tries for free so we did it and didn’t grab any but they gave us one for free.But then we saw the person behind us get 2 and that was quite annoying because me and my cousin both wanted one.So they said if we wanted another go, we would have to… Read more

purchase an item so we got the lip balm and they told us at the cash register if we want to, we can go to buy at the pop up store to get the claw machine so we did but the people at the pop up said they don’t sell the lip balm at the pop up so we had to line up back in the actual store again but when we got to the front, they made us wait for them to check.About 5mins later they said to buy at the register and go to the pop up to have a turn but when we got there, they said because we already had a turn, we can’t go again so i lost it and said “that’s super unfair cos you gave the person behind me before 2 AND we purchased an item just to get the claw machine” then the person behind me said to stop arguing and feel lucky. But i got it and it turns out everyone gets the same thing from the claw machine

Always helpful – 4.12.24 I shopped in Mecca Kotara NSW. The staff was busy but approached me in 10 seconds. The young sales assistant was busy, doing make-up, but still asked me if he could find someone to help me. I had to wait. Then lovely Chelsea approached me and helped me. Today I want to say a big thank you, Chelsea.

lovely store worker – I was having trouble with my mecca beauty loop so i went into joondalup mecca to see what the problem was and i was greeted by a lovely manager called Alice. she helped me with the beauty loop and because i had missed out on 2 of my beauty loops she gave me level 3! she was the loveliest girl ever.

Inconsistent messaging, inflexible returns – Received an unwanted gift that was bought at Mecca (was wrapped in Mecca paper). Called customer care who said that I could bring it in to exchange for a gift card even without the receipt. I shared that I would be going to Mecca Rundle Mall that day. When I went to the store, the manager Alana said that I was unable to exchange for a gift card… Read more

and that I would need to choose something then and there. I felt very pressured to make a choice.

I shared that I would prefer to go home and think about what I would like and she said they would not honour the exchange any other day. I ended up spending a further $150 in order to get something I actually wanted.

I will hesitate to buy from Mecca in future, either for myself or for gifts. There are other shops offering more flexible returns. I’m really unhappy because I tried to do the right thing by calling ahead and that didn’t help me.

Thank you – I have been to the Mecca Canberra Centre store many times. Staff have been helpful. The last few times I have been with my daughter. We have been served by a delightful girl called Nina. She knew the products and recently helped us select a good under eye cream. She is as asset to your organization. Thank you Nina M Show details

Constantly disappointed – They advertised an in store only promo. I went out of my way to go to the store to pick up the bonus product but all CBD stores were sold out shorty after lunch. They completely wasted my time. I won't be giving this company another cent. Show details

Bye bye Mecca – Been a loyal customer for a long time and recently had an issue with a too faced mascara, have been purchasing this for a long time but this one was all dried up and didn’t feel like there was much product inside. Emailed for assistance and they offered either an in store return or online return for a Mecca credit. Bit of a disappointing offer… Read more

considering the product is faulty. Then I just receive an email saying the product will be inspected upon its return, like um I’ve never made a return at Mecca before and maybe people take the p*ss when doing so, but treating loyal customers like this is crazy to me. Sell a faulty product and then only offer a credit and clearly no trust between Mecca and its loyal customers with the “the product will be inspected” lol awesome I’d love to know why it was of such poor quality so be sure to let me know Mecca!

Can't book make up – Why is is so hard to get a make up appointment at Mosman.? Crazy! Can the person in Melbourne in charge please look at this. Apparently Melbourne in charge?Appointments don't open up. Not sure why you advertise to book this when it is impossible. Always told only one artist? What? A beautiful shop with heaps of really great staff and no-one can do… Read more

make -up? Bizarre! A major issue with this. Surely you would train staff how to apply male-up? We don't all need arunway look. Natural make -up can't be that hard yet no-one available? You just spent a fortune on a new shop. Not enough chairs? Maybe staff not trained. Either way absolutely crazy. Please look into this. Much appreciated!

Used product – I bought a product from them, noticed later that it has no seal. So someone must have used it before. Didn't expect that from them. Disappointing. Check all there product before buying. Or else u have to give another trip to the mall. Show details