This is a really small MAC store and it got really super crowded with a bunch of teenagers who have no idea what the hell they're doing there other than to play with makeup.
Aside from the annoying children who wander off into the store, it's relatively an easy place to get stuff since I was at the mall doing a return for another shop. I'm a Pro member so when I asked them for something specific that they don't have out on the floor, they went into the back and got it for me. But as a store that can cater to Pro members, it's a really limited one. I'd rather go to a big stand alone store when I need some stuff that's not for the masses.
As for customer service... yeah, I can see why a lot of people could be upset or very intimidated because there's a bunch of people swarming all over the place and making huge purchases which makes it extremely difficult to reach someone for help. Keep in mind that these people are not customer service types, they're not there to really sell. I mean yes, the ultimate goal is to sell products but they're creative types. Creative people are not driven for customer service. They sell a product, which is MAC cosmetics, and that sells itself. It's pretty much take it or leave it... it's not about service, it's about product.
This is from someone who's had to deal with impossible bridezillas for years so I know how demanding "customers" get.