Pat McGrath Reviews

This company is so irresponsible and will ignore your emails. I followed the instructions on a return and they won't acknowledge my email or refund my money. Don't order from this website you will regret it. Go to Sephora instead.

I have only recently discovered Pat McGrath and ended up making about 5 separate purchases in a short amount of time - partially because after the first palette arrived I was so in love I wanted more products and then more in the VIP sale.
I’m surprised by the negative reviews as all 5 orders except one arrived within a week, I was kept informed and all well packaged. The only exception was one order that took a little longer but I got an email letting me know it would be slightly delayed which I didn’t mind about.
I had some questions for customer service as I was worried I would get stung badly with duty taxes. They answered quickly and let me know they were included.
All the products have been amazing and I’m really happy to have managed to take advantage of the VIP sale.

Fantastic customer service, I ordered during a special event that stated free shipping and import tax. Sadly for some reason my country still wanted me to pay the import tax, I contacted the customer service and within a day they sorted it out and refunded me the extra cost. I'm sad to see so many bad reviews here because in my case it's been the best customer service I've ever had the pleasure dealing with.

I got a lipstick with a broken mechanism, the stick does not twist out.
I wrote to the support service, but no one answers.I have a video of the unpacking and I sent a video of the breakdown to the support service.
In December 2020, I waited for the parcel for almost a month and did not receive the order in full, the money was returned, but I had to write a lot of requests to the support service.
Now the parcel went for a week, but it's a shame that I received a low-quality product.
The store's support service replied that they would send a replacement. The response was received 5 days later.
It has been 9 days since the promise, but the lipstick has not been sent.
I got a replacement lipstick, I'm very happy, the lipstick is very beautiful.

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.

Wish I could give zero stars customer service is nonexistent they sent me an order with missing items I’ve reached out to them by email over Instagram and through their website and have not received a single reply back if you want to try items from Pat McGrath order them from Sephora

Awful customer service is an understatement. I orde red 3 lipsticks on December 7 and they were not sending an e-mail stating the order was processed. A few days later I send an enquiry and I am replied with an automated email stating orders purchased after December 10 were delayed. Towards December 23 I received an email stating order was shipped and giving me a tracking number. However in January 4, I received two emails stating two items which 'had already been shipped' were refunded because there was no stock. They give me the money for those two items and say nothing about the third. I patiently wait for my third item as their postal tracking alleged the parcel (whatever is in it) as reached Australia and was en route to be delivered on January 14 but nothing is ever delivered.
Yes, I have contacted Australia Post and given them the tracking number Pat McGrath provided me and nothing, they can't find that number in their system. I then inquiry Pat McGrath about the status of the third item on January 18 and still to date January 22, I haven't heard from them.
If you don't know how to handle and care for customers, don't go into business Pat McGrath.

The quality of these products are amongst the best I’ve ever tried, it’s a shame their customer service department is seemingly non existent. Still not received an order from the 9th of December, the first email I sent was given an automated reply without follow up, and the second email has been ignored entirely. After giving them two weeks to reply, I’ve now put in a dispute with PayPal, which they also haven’t acknowledged. Will have to escalate it with PayPal for a refund, which is a shame because as previously stated, their products are incredible and I just wanted my order to be checked.

If I could I would leave zero stars!
The WORST costumer service I have ever experienced!!! Ordered some items 7(!!!!) weeks ago and I have recieved nothing!!! On top of that, they managed to send some bs automated email that 80% of what I ordered was out of stock ... that was 3 weeks after they “sent” the package! WTH!! The icing on top is that costumer service NEVER replies!! I will be claiming fraud with my credit card company!

I have placed my order on the 5th of December and it hasn't been dispatched yet! No word from their customer service! Extremely disappointed!

Worst customer service ever. Its been a month I ordered two lipsticks still waiting and emailed them plenty of times nobody has responded till date.
A big scam I must say.

It appears I am lucky. I made three Pat McRath orders between the 29th November and 11th December, all arrived in roughly around a fortnight from the date I ordered. I was actually impressed how quickly they were delivered and that shipping was free. The lipsticks and lipbalms I ordered are great quality and I like them. I wouldn't pay full price for them though. 2 lipsticks have what I think is wax bloom, where wax has moved to the outside due to temperature change. I don't mind this as does not impact the quality. I haven't had to contact customer service who do seem a nightmare to deal with going by reviews on here