Pat McGrathReviews of patmcgrath.com

I'm not sure how I feel about purchasing from Pat Mcgrath's site. I placed an order on January 29th, the items were shipped on February 13th(which is too long if you ask me!) and alas, they arrived today March 24th! Almost two months later! I was expecting delays since I'm based in Greece but my goodness! I also don't get why they choose to ship using the Netherlands Post which must probably be THE worst postal service in the world and not something like DHL. On the positive side, my order was thankfully complete (no products missing) and the quality is exceptional. Sadly, I don't think I will be purchasing directly from Pat Mcgrath's site ever again.

I have mixed feelings about this company but all and all, I would never purchase directly from their website again. Placed my order on the 15th december and my package arrived yesterday (27th january; 6 weeks plus a day). Trying to make sense of the totally different tracking info per tracking sites, I concluded that my purchase was arrived in europe two weeks after ordering but then stuck for another three weeks: and that is the nlpost (netherlands post) folks. After they released my package, it arrived very quick, one day transit to Hungary and another week here at customs and actual delivery. The items were in perfect shape, actually I was surprised about the condition of the box, it was absolutely intact, even the edges. No VAT, no customs did I have to pay, also fabulous quality make-up. In the meantime (while my package was stuck in Holland) I had contacted the PM site to take a look at my order, but as you can guess - no response. So, my verdict is, plus for product-quality and sturdy packaging, minus for the very long shipping time and non-existent customer care. I have no idea from where I can buy PM in the future, as I am not willing to risk international delivery from the US again.

BUYING FROM UK- BEWARE SURPRISE IMPORT CHARGES!! Shocking experience for my first time on her website. I ordered end of last week and my order came to £23 as they have an insane sale on. Website clearly states that for international orders everything is calculated before hand. I was shocked to receive a call from DHL on Monday asking me to pay £17 import and duty costs for a £23 order. I thought it was a scam at first as a few going round. Emailed pat McGrath website to check as I hadn’t actually received an email stating it had been shipped yet. Generic email reply saying it’s going to take up to 72 hours to get back to me. Fine it’s after Xmas etc etc. Fast forward to weds - email and text saying my item will be delivered Friday - weird but ok. Today comes (Friday) woke up to email and text saying item will be delivered by the end of the day and then immediately after saying you need to pay import and duty before they will deliver. Item delivered before lunchtime and the driver didn’t mention anything. All items received that I ordered however I haven’t paid the duty yet as I’m STILL waiting to here from customer services after sending another email to chase the first one. Firstly why has my order arrived when I didn’t pay the duty, secondly why was I charged it in the first place and thirdly SORT OUT YOUR CUSTOMER SERVICE! It’s clearly an issue and regardless of corona/Xmas/holidays etc it’s shocking! It’s left a really bad taste in my mouth and I don’t even really want to use the items now. I know £17 isn’t a lot but I wouldn’t have ordered if I’d known this would happen. If I don’t pay will I end up with credit issues...... I’ve seen another couple of reviews about this so it looks like a recent thing...... has someone at their warehouse messed up? Also check out the comments on her Instagram posts A LOT of people are having major issues. Very disappointing :( I’ll stick to Charlotte tilbury in future. EDIT: I’ve upped to 3 stars as they have got back in touch with me and asked me to pay the customs charge and they will refund I did and sent confirmation and to be fair Rachel emailed me straight back to say a refund had been processed. I guess I’ll wait to see if it comes back in but once they did reply to me they did sort it quickly. It looks like they need to massively look at their customer service as it’s absolutely awful. I doubt I would order from them again from my experience which I guess is the most important thing isn’t it really. This experience has put me off completely.

I placed my order before reading these reviews. If I had read these reviews I wouldn't have placed an order. Order placed 1st Jan (bank holiday) and during a UK lockdown because of the pandemic, so I wasn't really surprised to not hear anything for a few days. I had an email from DHL regarding shipment my order on the 6th, nothing from Pat Mcgrath site directly. Order arrived safely on the 8th but also had to pay DHL customs charges of a third of the price of my order (which I wasn't expecting - although I should have expected it as it was coming from the USA). That added to the expense of the order although having checked Selfridges (who are the only stockists that I know of) all the items I ordered were not available nor were they any cheaper - even with the customs charge. No doubt it was a more expensive purchase of makeup than I have bought in the past, I guess whether I would order again will depend upon whether I feel going forward my purchase represents value for money. I am currently on the fence having not really tried them yet but relieved to have received my order (correctly) or at all and in a fairly timely manner given the reviews on here. I would agree that communication could be improved.

Update— all seemed to be going well until DHL slapped me with customs fees and a highly disproportionate admin fee for the pleasure. I wouldn’t usually mind as I am importing goods but the PMG.com website clearly says the total cost includes all import taxes and customs and they guarantee no additional charges on delivery. I have emailed to query this and hope I get a response soon. If I am to pay the fees they need to remove the false and misleading wording from the site. Just seen another review saying the same and another one saying they haven’t been charged so all very inconsistent. —————— I’ll caveat my review by saying I’m yet to receive my order but I ordered some sale items on 1st Jan (Friday) with little expectation that anything would happen until after the holiday weekend (4th Jan). Just received a DHL tracking email on the 7th (Thursday) showing it’s flying over the pond as we speak and an email to confirm the same from PMG.com. Looking forward to receiving my parcel on the 11th (Monday) or soon thereafter. I’ll update if I experience any issues but I’m really pleased with that. I was a bit worried after the reviews on here but have been pleasantly surprised.

I ordered two matte lipsticks for Black Friday that were about $12 each. The package arrived fast but when I opened it there was only one lipstick that I ordered. I emailed customer service today and am waiting to hear back from them. Hopefully everything works out and I get my other lipstick.

Products are lovely, if you don't mind waiting for them forever. Customer service is appalling. Last 3 orders: 5 weeks to arrive 3 weeks to arrive 10 days gone and still NOT even posted!!! At the same time, I ordered something else from another USA based company, which arrived in about a week. If you contact customer service, you just get a meaningless sorry. When parcel gets stuck in the system somewhere (before even reaching destination country), they tell the customer to speak/chase courier, they won't do it! Oh and they do take funds from your account when you place the order, not when they ship, so last time I had neither money nor goods for over 5 weeks. I'd give 4 or 5 stars to products, depending on item and zero or max 1 for customer experience and delivery. 3 is generous.

Update: After almost a month I finally got my package. I am not impressed with the delivery times, but the products are nice. I probably won't reorder unless there's something extraordinary coming up. If i really want the Pat McG stuff i will try to get it from other retailers. It's been almost a month and the delivery hasn't arrived yet. I am wondering if I will ever receive the products. I certainly didn't expect this. I've previously ordered from american companies, and their orders reached me in a few days, tops one week. This one still stays it cleared customs since last week, after it took them almost two weeks to post the products. It's just makeup, but it's a premium brand and I had high expectations.