Australian beauty retailer Mecca has apologised following allegations that a customer was refused access to a makeup tester matching her skin tone at its Melbourne Airport store, sparking widespread criticism on social media and renewed debate about inclusivity in cosmetics retail.
The controversy began after Sydney-based beauty content creator Diya Ing shared a Tik Tok video describing her experience while shopping for a tinted moisturiser before boarding a flight. Ing said only lighter shades were available as testers, so she asked a staff member if a darker shade matching her complexion could be opened for testing.
According to Ing, the employee allegedly refused the request, telling her that testers for darker shades were not kept because there was "no demand" for them. Ing said she explained she intended to purchase the product if she could first test the correct shade, but the request was again declined. Feeling disappointed, she left the store without buying the product.
After posting about the incident online, Ing's video attracted significant attention, with many viewers describing similar experiences when trying to find suitable makeup shades. Several commenters, including people identifying themselves as current or former Mecca employees, claimed the explanation allegedly given by the staff member did not reflect normal company practice. Some stated that staff are generally permitted to open new testers for customers when required, particularly if no tester is already available.
The incident prompted Mecca to respond publicly. The company commented on Ing's Tik Tok video, apologising for her experience and encouraging her to contact its customer service team. In a subsequent statement, Mecca said it was "so sorry" the customer had left feeling excluded and emphasised that creating an inclusive shopping experience for people of all skin tones is a priority. The retailer also confirmed it had contacted Ing directly and would investigate what had occurred at the Melbourne Airport store.
The viral post has reignited broader conversations about representation within the beauty industry. Consumers argued that shoppers with deeper skin tones should have the same opportunity to test products before purchasing as those with lighter complexions. Many also noted that access to appropriate testers is particularly important for complexion products such as foundation and tinted moisturiser, where accurate colour matching is essential.
Beauty experts have increasingly highlighted the importance of retailers stocking inclusive shade ranges and ensuring that customers across all skin tones receive equal service. While many cosmetics brands have expanded their colour offerings in recent years, consumers say consistent in-store access to those products remains equally important.
Although Mecca has apologised and launched an internal review, the incident has continued to generate discussion online, with many customers calling for clearer policies and better staff training to ensure all shoppers receive the same level of service regardless of their complexion.
