Pat McGrath Reviews 

Ordered and paid for goods on July 12th 23. Queried the dispatch the following week, received a generic response that stated my order would be dispatched within a week. A week passed, sent another email and received exactly the same response. Another week passed so I asked for my order to be cancelled and refunded. Astounded when I received exactly the same response as previously and my cancellation request was ignored. I ended up filing a PayPal claim which was successful. Dreadful company and even worse customer service. If you are tempted to order anything my advice would be to use PayPal!!

Placed an order on 3rd of July, my money left mt account on 9th of July and since then nothing has happened. The order is still marked as unfulfilled and has not shipped. I have contacted customer services over and over and I either get no response or I'm just told there is a delay. I have begged for my money back and been told this is not possible. I finally posted on Pat McGrath's Instagram page and she/her team responded immediately saying the order would shipped the next day. Needless to say, it didn't. I waited another 3 days and contacted customer services again, and have been ignored again. I'll now be raising a dispute on the transaction with my bank and hopefully they can claw my money back. I am honestly astounded at how poor this service has been from a brand that charges such a premium. So stressed and disappointed.

I placed an order on the 13 and 14 July and still have not received it. I emailed customer service who claim they will get in 24 hours and have received absolutely no reply. It is a shame that such an amazing make up artist with such good products should have a company that delivers below parr service. Really disappointed. The product is not cheap and is certainly worth the money, but surely profits would allow for better customer service

I am writing this review in case it helps anyone else. I last shopped at this store in November/December of 2022. It was seriously the biggest online shopping regret I have to date. Items were missing from my order (like half of it) and when I mailed things back for a refund, they never gave a refund or a response for months. I don't know how this business is still in practice. I would never want the customer service I received here just for some sparkling eyeshadow or lipstick. I thought this company would be bankrupt by now. There were so many social media complaints about ordering issues but they would delete the comments. Customer service never responded to my email inquiries and I had no other option but to dispute the charges on three separate orders. Pat McGrath did rebut my dispute but I also rebuted their rebuttal with my evidence and whatever emails they responded admitting they got my items to return but couldn't refund me because of the charge back. What a terrible business. But I had the last laugh because I WON all my three charge backs. I got my money back and they got what they deserved for not caring to even do basic functions like timely process returns or include everything you order. I will never shop here again or give them a dime. There's tons of makeup companies out there that actually have a great customer service so I will shop there instead. But, this negative experience has me upset about even shopping online for makeup. They sort of ruined my perspective of the beauty industry.

I returned 4 items valued at £168. Pat Mcgrath deny receipt of my return package and not giving me my refund. Their customer services is an automated response service which is so frustrating. Up until now I have been a very satisfied customer who bought regularly. Another misleading thing is, you place your order with a UK site but have to return to USA which costs a bomb. WILL BE BUYING AGAIN.

Ordered on their UK website. Emailed when I didn't receive any follow up email and was just sent a standard copy and paste reply from their website which didn't answer my question about the delay in delivery.

Then after 2 weeks I received an email with a partial refund without any explanation of what was refunded or why. Again, I emailed and they said they didn't have the item in stock and just refund without communicating with you first.

Customer service is terrible. Communication is terrible. Selling items on their website which they don't have in stock. For a high end company with such expensive products it's a complete shambles.

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