Based on recent customer reviews, Arc Store is facing consistent criticism across both its online and in-store experience. Shoppers describe lengthy online delivery delays, orders arriving short or missing items, and stock being unavailable after payment. Refunds are the loudest complaint, with customers chasing money for weeks through unanswered calls and emails. In branches such as Gateway, Pavilion, Sandton, Cavendish and Mall of Africa, staff are described as disinterested or dismissive, and testers are often dried out. Some still value the premium brand range, but service rarely matches the upmarket positioning.
TrustIndex
1.8
NPS Score
-86
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Arc Store
What do customers say about Arc Store?
Based on recent customer reviews, Arc Store is facing consistent criticism across both its online and in-store experience. Shoppers describe lengthy online delivery delays, orders arriving short or missing items, and stock being unavailable after payment. Refunds are the loudest complaint, with customers chasing money for weeks through unanswered calls and emails. In branches such as Gateway, Pavilion, Sandton, Cavendish and Mall of Africa, staff are described as disinterested or dismissive, and testers are often dried out. Some still value the premium brand range, but service rarely matches the upmarket positioning.
Is Arc Store trustworthy?
Arc Store has a TrustIndex of 1.8 out of 10 on Hellopeter, based on 23 reviews in the last 12 months. Hellopeter has tracked Arc Store across 62 total reviews. How is the TrustIndex calculated? →
Recent reviews (23)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Apr 2012
Bad service: ARC Cape Town Stores
ARC V&A and ARC Tygervalley employees must be terribly underpaid or extremely toxic work environment. If they don't advise wrong overpriced products to you they would be very unfriendly or treat you as if you're a nuisance to them. Please help me understanding what's happening with ARC employees because I'm talking about 5 or 6 visits to either one of the stores and got the worse treatment from both of these stores
1 reviews | Active since Apr 2012
Bad service: ARC Cape Town Stores
ARC V&A and ARC Tygervalley employees must be terribly underpaid or extremely toxic work environment. If they don't advise wrong overpriced products to you they would be very unfriendly or treat you as if you're a nuisance to them. Please help me understanding what's happening with ARC employees because I'm talking about 5 or 6 visits to either one of the stores and got the worse treatment from both of these stores
1 reviews | Active since Aug 2021
Unhelpful staff and poor brand culture
Mall of Africa I visited the store on the 11 August 2026. I wanted to colour match the Tir Tir cushion foundation. I walked in proceeded to the Huda stand to test the new liner and lipstick….. to my surprise not one worked…. The testers were either dried out or broken . After about 5 minutes after observing that the staff were really not interested in attending to me and my friend, one of them eventually walked towards me and asked if we needed assistance. I asked if I could get a colour match for the Tir tir product. The lady started asking the other ladies for the testers in Zulu then proceeded with 2 testers. She told me that the product is not suitable for my type of skin but for Korean skin. She then tried one of the testers then said it oxidises about 10 shades lighter and I already look grey. I told her I use Ester Lauder double wear and needed another option . She suggested nothing. The store had about 2 customers. This is my third time in your store and I have not experienced anything but poor customer service. Your staff in general are not approachable or helpful. They however look the part. I suggest to do an internal review of your staff and stores. I took offence to your staff’s attitude. I’m a 50 year old , with a skin condition called vitiligo. I use light make up to blend my uneven skin tone. I recently completed radiation from breast cancer and thought that I could get assistance from your store/staff. You donor have working testers or staff that live your brand . Hopefully my review would reach someone who have compassion for people.
1 reviews | Active since Aug 2021
Unhelpful staff and poor brand culture
Mall of Africa I visited the store on the 11 August 2026. I wanted to colour match the Tir Tir cushion foundation. I walked in proceeded to the Huda stand to test the new liner and lipstick….. to my surprise not one worked…. The testers were either dried out or broken . After about 5 minutes after observing that the staff were really not interested in attending to me and my friend, one of them eventually walked towards me and asked if we needed assistance. I asked if I could get a colour match for the Tir tir product. The lady started asking the other ladies for the testers in Zulu then proceeded with 2 testers. She told me that the product is not suitable for my type of skin but for Korean skin. She then tried one of the testers then said it oxidises about 10 shades lighter and I already look grey. I told her I use Ester Lauder double wear and needed another option . She suggested nothing. The store had about 2 customers. This is my third time in your store and I have not experienced anything but poor customer service. Your staff in general are not approachable or helpful. They however look the part. I suggest to do an internal review of your staff and stores. I took offence to your staff’s attitude. I’m a 50 year old , with a skin condition called vitiligo. I use light make up to blend my uneven skin tone. I recently completed radiation from breast cancer and thought that I could get assistance from your store/staff. You donor have working testers or staff that live your brand . Hopefully my review would reach someone who have compassion for people.
1 reviews | Active since Oct 2020
Arc store kzn gateway branch poor service
Made a return at the arc store in kzn gateway branch last month .still waiting to receive my refund .Everytime I phone the store they keep telling me it’s getting processed
1 reviews | Active since Oct 2020
Arc store kzn gateway branch poor service
Made a return at the arc store in kzn gateway branch last month .still waiting to receive my refund .Everytime I phone the store they keep telling me it’s getting processed
1 reviews | Active since Jul 2016
Arc store online disaster
I have ordered from Arc online three times, they are not geared for it at all. Items take unacceptably long to arrive and more often than not they do not actually have the items in stock. I have learnt my lesson and I wont be ordering online from them again.
1 reviews | Active since Jul 2016
Arc store online disaster
I have ordered from Arc online three times, they are not geared for it at all. Items take unacceptably long to arrive and more often than not they do not actually have the items in stock. I have learnt my lesson and I wont be ordering online from them again.
1 reviews | Active since Jun 2016
ARC is a joke!
Ordered an item online in April 2026. After several queries (they do not answer their customer care line number) I got through to someone who said the courier will collect my order today and deliver in the next few days... a week later I get an e-mail: sorry the item was actually out of stock. They will refund me within 7 days. Almost a month later, I have not been refunded. E-mail after e-mail, call after call... no reply and no money. ARC presents itself as being this upper class cosmetic store selling upmarket cosmetics... at the root, just another example of bad South African service delivery, "uppety" cosmetics or not... By the way.... they dont een deserve one star. Had to click the star to be able to write the review!
1 reviews | Active since Jun 2016
ARC is a joke!
Ordered an item online in April 2026. After several queries (they do not answer their customer care line number) I got through to someone who said the courier will collect my order today and deliver in the next few days... a week later I get an e-mail: sorry the item was actually out of stock. They will refund me within 7 days. Almost a month later, I have not been refunded. E-mail after e-mail, call after call... no reply and no money. ARC presents itself as being this upper class cosmetic store selling upmarket cosmetics... at the root, just another example of bad South African service delivery, "uppety" cosmetics or not... By the way.... they dont een deserve one star. Had to click the star to be able to write the review!
1 reviews | Active since May 2026
Extremely poor service & no updates !
Extremely disappointed with the service received regarding my online order placed on 24 April. Firstly, my parcel was incorrectly sent to Alex Mall without any consultation or delivery confirmation from their side. I was then called and told to wait for the parcel to return before it could be resent to Jhb. It has now been almost a month, and I still have not received my parcel. No one has even contacted me for the correct courier details as per the telephone conversation, so it’s clear my parcel is nowhere near being delivered. The lack of communication and customer service has been extremely frustrating, and I constantly have to follow up myself for updates. Very poor service.
1 reviews | Active since May 2026
Extremely poor service & no updates !
Extremely disappointed with the service received regarding my online order placed on 24 April. Firstly, my parcel was incorrectly sent to Alex Mall without any consultation or delivery confirmation from their side. I was then called and told to wait for the parcel to return before it could be resent to Jhb. It has now been almost a month, and I still have not received my parcel. No one has even contacted me for the correct courier details as per the telephone conversation, so it’s clear my parcel is nowhere near being delivered. The lack of communication and customer service has been extremely frustrating, and I constantly have to follow up myself for updates. Very poor service.
1 reviews | Active since Nov 2018
Absolutely disgusting service
Arc is a high end store, and definitely not cheap. Their service however is beyond pathetic. I placed two orders online, after waiting almost two weeks I received the first order with the two most expensive items not in the package. No documentation, no explanation as to why the order was short, not even an email following up on delivery. I then picked my second order up from their store in Clearwater, only for that order to also be short! Again, no documentation, no explanation and the staff in the store looking at me like I'm stupid when I queried it. I emailed them immediately re both orders. Five days later, still no response. I eventually phoned them today to be told that they need my bank details for a refund. How would I have received the refund had I not called, considering that there has been zero attempt to make contact with me. I am so disgusted with their service that I will no longer be shopping there. I know I am not their only customer, but I have been a loyal one. Let's see how long it takes for my refund.
1 reviews | Active since Nov 2018
Absolutely disgusting service
Arc is a high end store, and definitely not cheap. Their service however is beyond pathetic. I placed two orders online, after waiting almost two weeks I received the first order with the two most expensive items not in the package. No documentation, no explanation as to why the order was short, not even an email following up on delivery. I then picked my second order up from their store in Clearwater, only for that order to also be short! Again, no documentation, no explanation and the staff in the store looking at me like I'm stupid when I queried it. I emailed them immediately re both orders. Five days later, still no response. I eventually phoned them today to be told that they need my bank details for a refund. How would I have received the refund had I not called, considering that there has been zero attempt to make contact with me. I am so disgusted with their service that I will no longer be shopping there. I know I am not their only customer, but I have been a loyal one. Let's see how long it takes for my refund.