Pat McGrath Reviews 427

My package came badly beaten up and I understand it was shipped internationally but still, the sticky tab on the box was not even stuck down and it was ripped.

Then it turns out three of my lip products were MISSING, I don't know if they were never packed, stolen or what, as you cannot seem to get any response from the customer care (either Pat McGrath's website or from global-e).

I have ordered her products before from other websites and the shipping/orders were great so whilst I love the products, to have them beaten up and missing from the official site is a major let-down.

It has almost been a week since I asked where my items were (with attached images of the issues) and yet no response. So glad my money has been taken from me with no acknowledgment of where they are!!

If you ever want to try any of the products I highly recommend ordering from a different site so your money is not taken from you, plus the delivery would be faster!

I have been emailing the customer service 4 times so far no respond at all .My returned parcel had been deliver last week and I don't why take them longer to process. Basically to fixed every one issue so easy and I don't know why u made so hard for ur customers all this issue.

And I have been waiting also my order on dec 3 so far no update. Pls fixed this issue they have so many customers have been complaining on social media and you guys no actions.

No response or any tracking number that was supposed to be required im having a meltdown too as well since nothing shows any progress in 2 weeks upon ordering and it’s November 28

Pat McGrath customer care is appalling. They never get back to you. I ordered two products. Only one turned up. Tried emailing 3 times to ask where my missing item is and no response to any of my emails. Do not order unless you don’t care about customer service

Order hasn’t arrived and can’t get in touch with them at all!

I’ve emailed and contacted them on social media. Order was apparently delivered last week, but the delivery note was just a picture of a door and I have no idea where it is. :(

I've ordered a few times and this was the first time I had a problem, an item was missing. It took over a week to get a response but I did get the item replaced.

Minus a star for the long response time, as well as those annoying sequins in their packaging! Please stop, they get everywhere!

Received wrong items- tried to reach out so many times no response - supper disappointed

WORST CUSTOMER SERVICE

Bought a Bridgerton set from this company and they only sent one palette. When I emailed back they were rude and said the other items were out of stock: no apology. They did not tell me prior to me receiving my order and have not refunded me or replied to my email asking about a confirmation or the refund amount and it has over a week!! This is straight up theft.

I’ve made several purchases over the last 3 weeks directly from Pat McGrath Labs website because of all the Black Friday cyber Monday and holiday deals. I immediately received an email upon each purchase with order confirmation and receipt. In this email PML issued a statement in the email. This is the statement word for word.

PATMcGRATH.COM is experiencing an unprecedented volume of orders, resulting in processing and shipping delays of two weeks or more.

Please know that everyone on Team Pat McGrath is working overtime, and, rest assured, your order will be on its way soon. The moment it’s ready to ship, we’ll notify you.

I appreciate your patience and can’t wait to see the major looks you’ll create!

Best regards,

xx Pat

I received everything within a week or two which was faster than expected. No issues. No problems. Everything was wrapped magnificently and everything arrived !!!

Recently (November 19th) I placed and order online with Pat McGrath. On November 23rd I received the email wit the tracking number (my order was shipped). On November 24th the tracking stoped and didn’t update for 10 days. I wrote to Pat’s customer care to ask what was happening… I knew they were very busy and there will be delays because of Black Friday and the holidays but was little concerned that my package was lost. As mentioned, I contacted (December 6th) PML customer care and they replied the same day and also the tracking updated on December 6th. Received my package this Friday (December 9th) and I couldn’t be happier and more grateful because this order is for my aunt (Christmas gift) that has MS. She… we both are huge fans of mother Pat and we have this tradition that I gift my aunt the new holiday collection… for a couple of years now. This is so important to me… because I see the excitement when my aunt unwraps the present. I’m super grateful for the help Mindy and everyone from PML customer care provided me with. Was also concerned, when I read all the other reviews here and their experiences… which make me sad for them… because they didn’t receive the products they ordered and wished. Fortunately, with my parcel, everything turned out nicely.

Ordered on 20th November, still shows in transit to Canada since November 30th . Tried reaching them few times. No response. Extremely poor services.. still no response from Global-e or Pat McGrath.. really disappointed with thier services , especially when they're so expensive and such a big Brand ... what a shame !! And I live in a big City .. not in a small town somewhere.. even parcel from China reaches earlier then this!!!!

Horrible service, and extremely slow shipping. Ordered on Nov. 30 and it still hasn't even shipped on Dec. 9. If you're so backed up (which is laughable), SELL ON AMAZON and use Prime shipping. Sent them an email with no response. Ridiculous. Will never order from them again. Even if it's free it isn't worth it with the poor quality service and communication.

I have made several orders, to the online store and so far I have arrived perfectly at the country of destination, which is Spain, since here products that it takes out do not arrive or they bring little through Sephora.
I bought the entire collection and two items were missing to complete the collection, but seeing the tracking of the order until 12/03/22 indicated that it was in Spain customs, I checked. New traceability to check the status and I was OMG when I see that the order had been returned due to lack of customs data. I've been sending here I don't know how many emails to Pat McGrath's website, does anyone work? Because they only send automatic emails and nobody takes responsibility, they don't respond. I send captures to the transport company that is Global and the one that always sends them goes through the post office from the Netherlands and then to Spain. Well, I have sent emails, photos, I have called the Netherlands to Spain post office and they can no longer do nothing because the order has been returned. is the sender and the sender exists ? I have contacted through social networks and so little answer. I THINK IT'S SHAME THAT A COMPANY LIKE PAT WITH THE MARKETING THEY HAVE AND THEY ARE SO EXPENSIVE PRODUCTS, DOES NOT HAVE A MINIMAL DEAL WITH THE CUSTOMER OF SHAME. WHAT IS CLEAR TO ME IS THAT SEEING HIM, UNFORTUNATELY, I WILL HAVE TO CLAIM ALREADY IN INTERNATIONAL CONSUMER AND DO NOT HAVE THIS STORE THAT GIVES TERRIBLE AND NO EXISTENT TREATMENT

Order on 19/11, status 'awaiting carrier pickup' since 23/11. Nothing happens ...Since 5 days, I send a mail each day to the client service and no answer !
I paid 150€ for nothing. It's a shame for such an expensive brand !
I'll never order again.
Update on 08/12 : I received today my order (unexpected - no follow-up) but I found the package on my doorstep, so on the street when I returned from work in the evening .... lucky it wasn't stolen!

this company just can't provide a stress free buyers experience. i bought mothership moonlit seduction on the 10th of November and it shipped on the 16th and i get a text on the 30th of November to pick up my parcel and pay customs. On the website it clearly says all duties and taxes prepaid at check out, so i go to the website and it directs me to Global E were they instruct you if you are asked to pay customs DON'T let us know and we will fix it. i contacted them only to be told that i have to pay and send them the invoice which i argued but in good faith did. its been a week and i havent heard from anyone. they are unreliable and dishonest so if you can avoid them do so, they cost you more grief and anxiety than any company i have ever purchased from and they are definitely not worth it. they just don't care....

I ordered a PermaGel Ultra Glide eyeliner pencil paying nearly USD $30. The pencil was in a cardboard box which looked new and unblemished. However, to my shock and irritation, the eye pencil was broken! How this was possible is beyond comprehension since the box did not show any signs of being crushed. So how and why I received a defective item is unbelievable. I question how good is their quality control. This is a high end brand with prices to reflect that fact. And this incident has soured me on the brand as it offers undeniably inferior products such as the eye pencil I ordered. And although their return policy stated that they only give refunds for unused items, this item was plainly defective. I did have to provide an emailed photo proof of the eye pencil and their customer service department approved a refund immediately. The customer service rep. was apologetic too.

But they lost a customer for good. This was my very first time purchasing from Pat McGrath Labs too.

Update (1/24/23): Another item in the same order as above was defective. I just went to use it and the primer bottle was dried up. I complained and the customer service refunded me (I had to show proof of purchase, however). I don't know what is wrong with their quality control!

Second purchase and after 3 weeks shows still not collected from office. Same issue a few years ago. Shockingly bad. Less money on IG account and more on distributions

I love the products, but their customer service is one of the worst I have ever experienced! They purposely do not have a number to call for issues with orders. When I emailed them that I was sent the wrong product, they made me jump through hoops only to say they no longer had the product. Saying I ordered the wrong product, but I had the receipt to prove it. Save yourself the frustrations and never order from them. They ended up giving me a refund but they were also probably sick of me emailing to get the correct order, and to resolve the issue.

Horrible customer service. Didn’t even receive a confirmation email for my purchase, have not heard back from customer services despite several emails. It has been two weeks! They have taken the money out of my account and I have no proof of purchase. Can’t believe it is happening with a company like this. Awful awful service and horrible to not even get the issues addressed by customers services. Complete theft Im shocked. My advice- do not risk and order from this company. It’s not worth it

Longtime PML Customer here. I've ordered quite a few things from Pat McGrath Labs over the last few years (single shadows, Motherships, blush, lipsticks) and have always had a pleasant experience, not to mention, the quality of the products is unmatched. This was the 1st time I've ever had an issue - one of the Motherships in my shipment arrived with shattered shadows. This was during the Black Friday/Cyber Monday sale week ( a VERY busy time for retail, everyone should be aware of this) so yes, customer service took a few days to respond (as to be expected), but they were extremely kind and helpful and processed a shipment for a replacement palette at no cost. I think more people need to take a breather and pause before defaulting to angry messages and aggressive comments on social channels and just be kind and have patience. They're human, most businesses are working overtime on shipping everyone's orders and everyone's doing their best to get through this season. Anyway, I ended up ordering more lipsticks during the $12 sale, and they arrived in perfect condition. I love this brand, I'll continue to be a loyal customer for years to come. Thank you Chrystal on the CS team for your kindness and helpfulness! :)