Pat McGrathReviews of patmcgrath.com

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.

Ma commande a été livrée sous 2 semaines environ. Ce long délai s’explique par le fait qu’elle soit passée à la douane et comme indiqué sur le site, aucun montant additionnel ne m’a été demandé. J’ai bénéficié de -30% sur ma commande donc les prix étaient plus que raisonnables. Les produits sont de qualité, similaires aux photos sur le site et pigmentés. Je recommanderai sur le site sans hésiter.

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.