Pat McGrath Reviews 

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! :)

Hello, I got the wrong items in my order. GE3037496898US
STILL NO RESPONSE FROM THEM

12/01/2022
I would love to be a loyal customer of Pat McGrath but the first order already ruined the experience for me. I got my order fairly fast, which was fantastic... until I realized I didn't receive my order at all. The address on the package was right, but the contents of the order were for someone who lives in Utah, which is very different from where I live (New York). So the whole order is COMPLETELY wrong. I have been endlessly trying to reach customer service for the past two days. I would think I'd receive a response by now, but nope. Nada. Zilch. Zero. I reached out via Instagram DM in hopes they'd respond, but nope. They're busy promoting their sales but have no decency to respond to people who've been having trouble with their orders. This was my first order and will be my last. I am so disappointed I didn't get my stuff considering some sold out and I don't think I can get my hands on it. My order number was 1594301, and the order I received was not that order number. The order number I received ends in xxxxx47 (protecting whoever's order this may be, I'm sorry Pat McGrath messed up your order BIG TIME.)

I reached out via Instagram and another user said they've been deleting comments that ask them for customer service help. Very unprofessional behavior. For a luxury beauty company, they definitely don't exhibit the qualities and their services are subpar. Will never order again. Unbelievable.

12/14/2022
I'm here to confirm the TERRIBLE service this company projects. I ordered twice more to get the shades I never got in the first place in fear of them going out of stock when customer service reaches out to me, which is what exactly happened. Those other orders did arrive which is good, but I never received my initial order. It's been over 9 days since I got my remaining "replacement" (where I don't even know if it exists at this point tbh) and they offered a refund for the items that went out of stock.

That being said, I raised the issue to PayPal as they aren't fulfilling a basic - a paid order for the customer to receive. I emailed them to ask why no refund nor a replacement order was sent - they said that I filed a claim which is not letting them return the refund.

So I asked if I revoke the claim and if I'd be able to get a refund. They said yes, but it'd take a month to process. Are you kidding me... I already have a huge amount of disrespect for this company, but if there was anything that cemented the disdain for this company, it's this.

No response from customer service. I’m missing an item and want to be refunded. Luxury goods but terrible treatment of customers.

Although I love her products, all the other reviews are true. I ordered from her official website more than 3 weeks ago, and the tracking number still says that “the package is waiting to be picked up by the carrier”, although on the website it says 5-8 days shipping. I sent an e-mail to customer support, I got an automated reply telling me to wait 24 hours for a reply, it’s been more than 5 days and no one reached back to me. Plenty of unhappy customers are commenting on her Instagram posts, but she’s deleting them or only replying to the positive, hype type comments. My opinion of this woman and her brand drastically changed after this experience, and although I love the quality of the products, I don’t think I’ll ever put money in her pocket again.

I ordered the New Holiday Collection on launch day as well as ordering each piece as it was launched separately through the weeks (not in one go who knows why?) a 10% was offered each time but the delivery time was weeks away, I had to chase regularly to be told there were delays. By the time I received my orders the excitement had longed passed, I am a you tuber and this really left a bitter taste. I have been buying Pat’s makeup since first launched. To rub the salt in the wound for the Black Friday event a few weeks later the entire collection was in the sale with up to 40% off. To allow the discounts on the New holiday collection to happen so quickly after selling the full collection with the previous 10% discounts was so wrong.

In this current climate, it’s not fair on a lot of customer’s who have not only waited for a long time for their orders but also have to see that if they waited little later they would’ve paid a lot less money.

On asking for a refund retrospectively and to escalate it to someone with higher authority I was told it was ‘against’ policy.

I have never left a bad review for Pat’s site before and I am sad I have to do this but it’s the principle.

UPDATE: 30/12/22 still no items. I logged a complaint with DHL, who have advised they never received any parcel, and logged one with PML & E-Global who say they’re looking into with DHL. I’m resigned that it’s over £100 down the drain. I bought with debit card so don’t think I can claim the money back through my bank. I know I’m in the UK so delivery does take a few week, but it seems that my order has never been fulfilled and I’ve been charged for the privilege.

Cannot track order to find out where it’s at; DHL advises as of 29th October it’s been processed but that’s it. I’ve received no updates via email from PML, but my money has been taken. I wish I had read these reviews before ordering because I mos likely would have not purchased.

The products I purchased looked so lovely and were a great sale price, but I feel that I’ve wasted my money with no hopes of ever receiving the products or getting a refund. It’s my own fault really for not investigating more before buying.

Plus I’ve heard some reviews about the quality of the makeup saying for the higher price there was higher t expectation on the quality and packaging, as well as a more efficient ordering process. Yet sadly there’s makeup products a fraction of the cost, with a similar quality and better process from ordering to delivery.

I doubt I’ll order again, just with the stress of it all.

Online store is a scam! I was charged twice for my order. First of all, Pat McGrath takes NO responsibility for online order mistakes!! There is an Israeli company E Global that actually collects the payments. By the way, NO NUMBER for either company. you can email Pat McGrath customer service, but they will give you the same answer time after time - contact E Global. E Global has NO WAY to contact them. So I was charged about $150 TWICE for 1 order!! If this isn't fraud, what is? It's almost a month since I am trying to get this sorted but they are running me in circles and absolutely no intention of returning my money!! Beware and ONLY buy in store. But I'm done with this brand after this nightmare!

I ordered a product ( concealer ) once, and needed some help. I live in Norway, and I accidentally ordered the wrong colour. So I asked if PMG could please change my order to the correct one . I asked about an hour after my order was placed, and the shipping and custom control payment for me is crazy. But no, not only did they say they could not help, I really had no sense of PMG caring about me as customer at all.

Bought a foundation on the October 4th and it was supposed to be arrived within 9 business days. Todays is 24th of October and I still didn’t get it. Contacted customer care twice and for the last they said they can’t do anything because the product is still “on the way”. I’m so disappointed because I bough with enough time to use I’m a special occasion and I couldn’t because it’s not here

Terrible customer service policies. If a shade of concealer isn’t quite right, even with proof of purchase, they will not take it back nor even exchange if it’s one day over 30 days. In my case it was about 90 days. Too many other fine brands out there to mess with this draconian policy. Shop elsewhere is my advice.

Products have a decent colour however are cheaply made. Cheap casing and things breaking constantly. Given the price point, we expect better.

I placed two orders in December 2021 and January 2022 that were never shipped. By the end of February, the status of the tracking infos indicated that the first parcel had been « delivered successfully » in January 27th, which did not happen. And for the other parcel, it said it was undeliverable and would be returned to sender.

When I reached out to customer service, they did not even bother checking these info and told me the parcels were on their way. I had to insist that there was a problem and they finally offered a refund. But the refund never came. And they haven’t answered any of my messages since then. It has been now more than half a year…
At this point there is no other way to describe this situation as a company that steals from their customers and that utterly disrespects them further by ignoring their messages. This is unacceptable.

I could read in forums and social media that this situation is far from isolated. People are having very poor experiences with purchasing on Pat McGrath’s website. Sometimes they do not even bother reimbursing clients for the orders never delivered. Keep it in mind before you decide to purchase from them.

I had a subscription for the blur setting eye powder. Decided to cancel. The site, no matter how hard I tried, wouldn't let me. I contacted them six times, and never got a response, finally on the 7th email, they wrote back telling me I had no active subscription. I sent them a screen shot of my subscription page, and they said they don't show one active, still I knew that this company was horrible, I called my card and told them to decline any Pat McGrath purchases. Well, like clock work, they have tried to hit my account three times in the past week for the very subscription they said I didn't have. This company is SHADY. Truly unbelievable.

Long-time customer here with multiple ordes and I have never had any issues. The customer service is the best of bests, they answer in seconds and solve your problem instantly.
Candiss, Rachel, you are Angels 🤍
The products are outstanding, highly recommended!!