Pat McGrathReviews of patmcgrath.com

This the 2nd time I bought Pat McGrath make up. 1st time all was fine, but this time I'm not impressed with their complete lack of customer service. I bought foundation and concealer, both turned out to be the wrong shade. I emailed about a return and they replied with a return label saying send back for a refund. Unfortunately when I took the parcel to my post office I was told they cant ship liquid to America. I emailed Pat McGrath and asked did they have an EU or English hub I could post to. No reply. Emailed twice more and zero response. I gave the make up away. So buyer beware, if you have a problem they won't reply.

I placed an order, and unfortunately my Google saved payment details automatically changed the shipping address to my company's card billing address. I realised the mistake immediately after checking out. I tried everything I could to fix it. There was no option to cancel or amend the address. I emailed customer service, completed the online contact form, messaged the brand on Instagram, tried calling (which went straight to voicemail), and even used the website chat. The chat said agents would be back online at 3pm, but by the time I tried it was already 6pm in New York and no one ever responded. I had spent over $100 on a gift for a friend, so I couldn't sleep worrying about it. What shocked me most was the complete silence. I have never experienced such a lack of customer service from any retailer, let alone one positioning itself as a premium brand. Without receiving a single reply, I then got an email saying my order had been shipped via DHL. I called DHL, only to be told they didn't actually have the parcel yet, only that a shipping label had been created. I asked whether the merchant could still cancel or amend the address before collection, but DHL explained that only the sender could do that. I simply cannot understand how, in this day and age, a customer cannot cancel an order placed moments earlier or even update the delivery address before the courier has collected it. The complete lack of communication made the experience even worse. I'm extremely disappointed with both the customer service and the ordering process. I genuinely wish I had never placed the order, and unfortunately I won't be purchasing from this brand again.

It’s a scam!! Orders never arrive!

I have made an order since feb this year. When I received the products, 2 palettes were cracked and broken. For sure I asked for refund or at least a replacement order. The customer service said it had already shipped the replacement order at first. Turns out it was just a lie. They even made up a fade order number!! After all that, I asked for refund. Till now they still didn’t make that refund. It’s just a disappointing shopping experience, and I will never buy from you again, worst experience ever.

Ordered a product from the website 2.5 weeks ago, and it still hasn't been shipped. I've emailed their customer care three times to update me or cancel the order. I still have not received a response or refund.

I didn't know I could write a review about Pat McGrath until now, otherwise I would've BEEN written it. Their lipsticks are beautiful and the matte is luxurious, but the lipstick containers themselves are trash. All 3 lipsticks I bought have had the lipsticks themselves disconnect from the tube and the tub itself has fallen apart. This is without being dropped or manhandled. This happened to my friend's lipsticks as well. Whereas this has NEVER happened to my MAC lipsticks. To charge almost $30 for a lipstick and then have them fall apart is ridiculous.

For context I placed an order early February and it took about 2 weeks to arrive to me. When I received the items from PML, a few items came damaged completely. I immediately took pictures and sent them to PML CS via email. I waited.. and waited.. no response. I sent multiple fu emails the next week, I waited again—no response. Then the second week comes rolling around I sent another email AND commented on their TikTok and completed their contact request on their website twice. Still no response. DO NOT BUY FROM THEIR WEBSITE.

First let me start by saying the products are exceptional. The customer service however, atrocious. I have been using this brand for many years and regularly ordered from their website. I recently placed an order and expected shipping within 8-10 days which is the norm for international orders. At 10 days there was no delivery and update from the company. I accessed my online account which confirmed the order hadn’t been shipped. I contacted the company through the chatbot and tried to cancel the order, nothing happened. After 2-3 days I received any update stating due to high volumes my order was delayed and it would arrive in a week. I waited, nothing. I contacted them again insisting on a refund. After 3 days i was told i could have a refund once they’d spoken to the warehouse. I chased again as i couldn’t understand why the sales and stock systems weren’t connected. The fact that they use shopify should allow for automated refunds. Eventually after a further 2 days they confirmed I could have a refund and 3 days after that it came through. So now we’re up to nearly 4 weeks of poor communication, no discernible customer service practices and an eventual refund. A really poor experience all round, one I will not repeat.