Pat McGrath Reviews 427

Paid €17 for express shipping, (4-5 working days), no shipping tracking received and no response from customer service, if I had known i wasn't going to receive the items in 5 working days I would not have bothered spending €17

Worse experience ever, I placed an order and money was charged 6 days ago. For 6 days no news on tracking or nothing. Customer service Stephanie said is a busy period they will email me once is shipped. After 6 days I contacted again customer service and same Stephanie is saying it will ship soon, next few minutes another email saying the product in my order is now out of stock but when I ordered it it was in stock for a few days after I bought it. Now the email saying we will refund you for the out of stock product . What an awful experience. I will never purchase from this company again. I wish I read the reviews here before I bought 6 days ago.

It’s such a shame that the communication, or lack thereof, is so problematic with this brand. I received shipping confirmation and after two weeks, my order had still not left the warehouse. I appreciate that delays happen - but constantly being told “we’ll email you when it’s shipped” by customer service when I had already received an email confirming shipment was frustrating to say the least. It wasn’t until I raised a claim with PayPal that the ball started rolling with my order. Great product, but absolutely horrendous customer service. Do yourself a favour and buy anything you can in store - avoid online purchases from this website at all costs!!

The products came and the quality was not what I expected. Their return instructions were poor but more importantly were not uphelp by the company. I have been trying to get a refund for 4 months unsuccessfully. Emails are answered after 30+ days and they do not keep their word. There is no phone number and emails are ignored. For being a high end company, they have a low end service. I was really dissappointed and I WILL NEVER PURCHASE FROM THEM AGAIN. Waste of time and money.

Scammers. Ordered 4 items Dec 24, 2022, paid through paypal. Jan 28,2023 received only 2 items, never responded to emails.
I filed a claim through Paypal - they suggested I should turn to police (purchase made in EU country from an american store - which police will review the case?! joke).
So PatMcgraph never sent out the remaining items, Paypal rejected the claim and I lost 50 euros.
Don’t ever buy from them.

My order has arrived with delay, yes, but because of my country's post office rules.
Candiss from Customer Care was extremely helpful always.
So before posting a negative review, check also the status of the order in your country.
The palette is awesome, i will definetely order again, this time knowing how much to wait and what to do.

I ordered the bundle with Fetisheyes Liquid Eyeshadows with a discount - just when it was released. I received a shipping link that never worked and when I wrote to the customer care asking what happened with my order (after 3 weeks - I really don't understand why in 21st century it takes so long for delivery, you are not using horse carriages anymore, right?), they said that it was sent back to them due to the incorrect address! Just as a side note - my address on the PMG account is correct and I received previously PMG packages on it without any problems. When I asked if they can resend me the order again, silence...I am not going to reorder the same items again at a higher price due to PMG's error! There is no bundle or discount on those anymore. I checked that on Danessa Myrick's website there are similar liquid eyeshadows but much more sparkly and at a better price. Also, their customer care is fantastic and the deliver is within 1-2 working days. PMG has fantastic products but I am tired of insanely long waiting times, unreachable customer service and cancelled orders. It is high time for this company to fix it because looking at the reviews many customers are walking away for above reasons.

The worst customer service I have ever experienced!! I purchased multiple items during the holidays and spend hundreds of dollars. It took 2 weeks to receive my items. I reached out to Customer Support via email ( I would have called, but there is no customer service phone number listed- 1st red flag) to advised that I received the wrong shade for 2 items and requested to exchange for the correct item. I sent 4 emails and it took them 14 days to respond. The customer service representative was dismissive and unhelpful. She stated that the 30 day period had past. First of all, they sent me the wrong color, second it took 2 weeks to receive my order and another 14 days to receive a response to my email. Completely unacceptable! Do not, I repeat DO NOT purchase any products from this company. They have zero customer service skills and the products are less than stellar. This is NOT a “luxury” brand. They do not value their customers and from what I can see from the reviews posted online, they do not care about their reputation.

I had a tepid experience, unable to reach customerservice within a reasonable timeframe, until Pat McGrath herself stepped in. Then I had an absolutely outstanding experience. 5 stars plus to Pat McGrath.

Item never arrived… several emails ignored… waste of time & money

I usually have a decent experience with Pat McGrath Labs as far as receiving my items but I had to reach out to their customer service department (or lack thereof) recently due to an order being delivered to my old address despite the correct address being in my profile on the website. I couldn't find any contact phone number for the company so I sent an email around 12/15/22 (a month after my order) and contacted UPS with a lost mail claim.

UPS got back in contact with me the next day and after we confirmed that the ordered was delivered to the wrong address, they would contact the company on my behalf with a request to re-deliver the items to the correct address. After digging further it appears that Pat McGrath Labs has a third party that the company goes through for customer service requests so I emailed there as well. On 12/27/22 I received an automated response stating that a ticket had been created for me with their customer service team.

Long story short, it is now February and I have still heard nothing back from the company so it left me no choice but to contact my bank with a charge back request to get my money back. If the option is there, i'd advise others to do the same. Pat McGrath Labs has great products but the company really needs to do better when it comes to communication with customer service.

I see that a lot of reviewers are mad about Pat's customer service. I had a terrible experience with this "luxury" retailer. The delivery was incredibly slow and when I reached out to customer service for an update, it took them forever to respond. To make matters worse, several items from my order were never delivered and when I contacted customer service about it, I received no reply after sending 5 emails. I would not recommend this store to anyone and will not be shopping with them again. I'm shocked that the most expensive cosmetics online store has the worst cs.

Ordered 2 F.E mascaras on December 3rd, 2022. Received 2 emails promptly after my order was complete confirming my purchase and the following day, it was being shipped. About a week later, received an email from Global E Shipping with a tracking number. That was December 14th, 2022 give or take and nothing since. I consider myself to be a reasonable person with shipping expectations, especially during holiday season. But 60 days later??? I think not. I STILL don't have my order and ZERO response from Pat McGrath.
Disgusting way to treat customers. To date, I have sent four emails to customer support initially asking for assistance, then nothing short of begging for a reply after that. Also reached out via social media. Nothing. I was also redirected to email Pat McGrath customer support when I emailed the shipping company for assistance. Absolutely unacceptable. To add yet another layer of insult to this, the relentless multiple DAILY marketing emails is out of control since I placed my order.
I am well past disappointed and past the fact that these were Xmas gifts, I feel scammed and completely irrelevant as a customer. Needless to say, I am no longer a customer, nor will I be again. Brand reputation is officially in the toilet.

Don't waste your time looking for help from them. If you're in the same situation, call your credit card company or PayPal- whichever payment merchant you used, and request a refund directly through them. It's the only way you'll see a refund and get a response.

Worst/nonexistent customer service. Had a damaged item arrive weeks ago. After multiple emails, I never got a response. Eventually had to file a claim through Paypal to get my money back, which I'm still waiting for

Ordered few products on November 28th 2022 - Black Friday sale, mostly of them Christmas gifts).
I have received a tracking link like 3 weeks later and since then nothing has moved out.
I’ve tried to contact the customer center several times via email, IG and Facebook and they never answer for 2 months until I posted a public comment on their last IG post.
Is it the way to behave with customers?

This crappy company will steal your money and you will never hear from them again, nor will you receive any of what you paid for. Avoid at all costs. Absolute garbage company.

Ordered a foundation, took weeks to ship, which I was very patient about. UPS informed me the box was empty and therefore was destroyed and company notified. I’ve sent multiple emails over the past week and a half, plus they have the UPS notification. I’ve emailed them to go ahead and cancel but who knows how long that will take. Going to dispute the charge next and I will never order from them again, nor will I buy them through Sephora just on principle.

I ordered the three 5 pan palettes from the Star Wars collection at launch on Dec 16, I received only 2 of the palettes, so I reached out to customer service, but received no response after 72 hours (as was stated to be their response time in an automated email). I've written 3 times, reached out via instagram and on Facebook. Finally after 3 weeks I received a refund and an email stating that the item is out of stock and that I can purchase again when it is in stock.

These are the main issues for me:
1. I bought at launch day - so why allow me to purchase the item if it wasn't in stock? Or were international customers left last and stock ran out... If that is the case - its discriminatory towards international customers who bought when there was stock and should have received their items.
2. for weeks customers were reporting issues with their orders and non-response from customer service, and there was no announcement or acknowledgment from the brand in any of their social media accounts. Customers were literally ignored for weeks!! This is a luxury brand that charges quite a bit for their products, the bare minimum of sending waiting customers an update, an apology, something! is basic customer service.
3. telling international customers to shop the missing item again when it is in stock, is just disrespectful! The trio offered a reduced price for all three palettes and international customers will need to pay shipping and taxes - more than US customers. This is so disrespectful and ignorant.
4. To claim the palette is not in stock, but there was no issues supplying stock for Sephora, but not for paying customers that purchased directly from the brand?

I've been a loyal PMG fan and customer for several years and own many of her products. This experience has soured me on the brand. I will definitely reconsider buying from this brand again.

I have contacted the customer care line three times now since receiving my product on the 31 December. I followed the instructions to initiate a refund but its been radio silence! Interestingly it states you have 30 days to return an item (I requested this on the same day as receiving the item)

I only received part of what I paid for, and in spite of several emails to their (non-existent) customers service, I never received an answer and neither refund for the missing items. The products are good, but grossly overpriced, and then they steal your money and give you nothing. Don't waste your money on PatMcGrath.