Pat McGrath Labs
Reviews and Complaints

I placed an order on 3/15/22 and it is now 4/7/22 and it has yet to be shipped out or cancelled. I contacted customer service over the order and they told me a week ago they were going to cancel it due to a code used on the site that wasnt supposed to be there. I dont understand it went through someone has to have authorized the use for the code to be up and used. Besides that point theyve been shipping some of these orders out while canceling others. I just either want my makeup I spent a lot of money on or I want them to cancel the order saying youre going to cancel and refund but still not doing it after a full week has passed is horrible. Theres been absolutely no resolution with their customer service department. *** and their customer service department have been holding onto money from loyal customers with no plan in sight on how to rectify the situation and they are continuing to ignore everyone as well.

I often purchase from this company, and the shipping is always late, yet I remain loyal to the brandthis time, I'm at my wit's end. On November 27, precisely order number *** as I have placed multiple orders this month. Again my order has shipped out late and just arrived yesterday, and once again, two items I bought and paid for are not included in my order. The customer service never answers when they forget the products you have ordered and paid for during their packing process. Honestly, this has happened before. After multiple emails, they won't respond. I have also bought her products from Sephora and never had a problem, but if you purchase directly from the website, beware of the awful self-entitled customer service. The product will sell because it is ***, but you should send customers the items they paid for with their hard-earned money. Instead of silence and no response. It's unacceptable.

I placed three different orders with this company on 3/15. There was a sale going on, so I can imagine thousands of orders were placed that night. The company requested that 5-7 business days be allowed for shipping. During that time they decided that all orders were under review due to what they deemed was a glitch during the sale. They have arbitrarily been shipping some orders and not others. I emailed the company was was told my orders are canceled, but I have not received cancellation emails and also have not been refunded by the company. I have gotten no further responses from their team. When requests to cancel orders are sent buyers are told that they are not allowed to cancel, even though the company may not ever ship the order. I am not alone in this experience. This is a terrible company and at this point they are taking money from customers, sometimes in the amount of hundreds of dollars, without intent of fulfilling the sale.

order date: 11/30 order number: #*** total amount:$56 During black Friday this year, I placed other orders on PAT's official website, with the amount of $100+ to $200+ (please refer to the attachment for details). All the other orders with large amount of money have been received, except the last order with the smallest amount. After checking the delivery information, it was shown that the delivery was successful, but my friend didnt received it. The day before yesterday, I contacted *** customer hoping to reissue the items, but they replied that the package had been successfully delivered, and the address was not the home address, so refund and reissue would not be processed. I think this clause is very unreasonable. I didn't receive the product or refund when I lost the product I bought. As a consumer, I am not protected, which makes me very angry. Now I just want to get the refund from *** for processing. I dont need them to resend it to me.

They had a 50% off sale on March 15, 2022 and I placed an order for $66 that also included a free gift. They canceled my order and said that all order were canceled when I know thats a lie as hundreds of other people have received theres. They ignored me through email and have been rude and unprofessional. I have proof of other orders that went through and people receiving their orders. Its not right. Honor the orders or cancel all of them. I asked for them to make it right and they just blew me off and sent an email completely ignoring what I was saying and asking to rate the help I received. I just want the items I ordered. They also said it was something in the system that canceled the order but that took over 3 weeks? They also have a no cancellation policy once an order is placed and they told multiple people on Instagram that ALL the order would be shipped out by the end of the week but then turned around and started canceling them. Theyre still sending orders out.

I made a purchase of 3 items from *** on 11/20. Only 2 of the items were delivered to the recipient. I emailed the business's customer service multiple times but never got a response from them. They no longer have a phone number to call. I also reached out to them multiple times via direct message on *** official page but still did not hear back from anyone at all.I want patmcgrathlabs to either fulfill my remainder order immediately or return $21.00 to my original payment method a credit card ending in ***.Order#*** Missing item: OpuLUST: GlossColour: *** business charged me for the full amount of the order for $129.50.Attached please find:1. a screenshot of the order details from my account at the business website 2. a screenshot of the payment from my credit card 3. a screenshot of the email showing the business shipped out only 2 items in the order.Please let me know if you need any further info from me to resolve this complaint.Thank you,***.

Good morning, I am reaching out to you due to the impossibility to obtain any kind of response from the company based in *** called *** Labs from which I have ordered several times before. I just ordered three expensive eye shadow palettes, costing 125 dollars each, thinking obviously, as the website claims, that returns are accepted within a month. I placed this order on 10/11 /2021 and paid around 450 *** dollars in total.I emailed the company on 10/30 asking how to proceed to return two out of three palettes and got no response whatsoever. I cannot find any customer phone number for this company anywhere on the internet.I am getting very annoyed as it looks like these palettes were also slightly used before me. I do not want to keep two of these palettes called Mothership I and Mothership IV. I am hoping to get my 300 dollars back. My order number is ***. Please find attached a copy of my email to the company as well as my invoice from *** Labs. Hopefully, a solution can be found. Thank you so much for your time.Best

I ordered makeup products from this vendor online on December *. I paid the same day and the money was debited from the account. The agreement is that I pay the advertised price plus tax and shipping and they ship the products. I ordered 4 products (see attached order slip in email communications), but they shipped 3 products (see attached packing slip which confirms delivery of 3 products). I have been patient and have been sending emails for nearly a month, on a regular basis, inquiring about the missing item. There has been NO response whatsoever. No update and the tracking information they provided does not work. At this point I'm unsure whether I will ever receive what I ordered or even a refund. I have received no messages or contact from a representative to resolve this despite my numerous attempts to follow up. If there are delays in production or mailing, that's fine. But some response, any at all, to update me on what's happening is necessary. I have also submitted complaints/inquiries through their online portal and emailed them about this order from my work email in case my personal email is not reaching them.

I placed a order on March 15, 2022. when I checked out I got a discount. I first emailed them they told me they was looking into it cause system must of caused a glitch. I never heard anything I email them so I emailed them again about 2 weeks later told me they would check into my order I never heard anything about my order. So I finally got a email about a week later from them and it said my order was before they caught this so called glitch and would be shipping it out soon. Well another week or longer went by and Ive heard nothing. The website still said my order was unfulfilled. I email them for the 4th time today and they cancelled my order. *** McGrath held my money all the time knowing they wasnt going to ship my products. It took over a month. When a few friends of mine places orders and got theres with this so called Glitch. Ill never order from her website again. Im not sure if she kept a lot of peoples money because she draws interest from it or what. This process should have not taken this long. She knew she wasnt going to fulfill peoples orders she should have refunded their money right back within a week later. I spend $130.54 and she held it for over a month. I ordered on March 15,2022. Today she cancelled my order on April 18,2022. Very unacceptable from a place of business.

I have contacted PML Customer Care multiple times with no response about a missing item in my shipment and how to rectify the matter. I did not receive any notification that this item was out of stock or anything of the nature that I will not be receiving it. I tried to contact customer care to inquire when I will be receiving this item as I have been fully charged for the order I have placed. The packing slip in the package also proves the missing item was indeed excluded from the shipment, so I am confused as to why I am charged for it. I continue to wait patiently for over a week with no response. I tried to contact customer care again, this time on their website on their "Contact Us" section to see if I can get a response on that platform---no success. When I was making the order, I was informed that it would likely take longer to arrive due to high volume so I was prepared to wait. It took over 2 weeks for the order to get to me only to realize there's a missing item. It's now been 2 weeks again still waiting for a response to what I consider a simple fix---either send the product or reverse the charge. I am now convinced that my concerns are being ignored and I do not appreciate that my intentions to give my business to PML are not valued. PML products are superb but I am not confident that I can recommend their products to anyone or continue investment in the future if it is accompanied by experiences like these.

In the months of November and December I placed three orders through this company for holiday gifts and items for myself which were 18 lipsticks in total. Unfortunately one order in particular arrived to me with 4 lipsticks that had mold on them. I was very concerned and could not in good conscience give them as gifts so I reached out to their customer service for help. They do not provide a phone number so I sent emails on Dec, Dec, Jan*, and on Jan ***. Unfortunately I did not receive one response to acknowledge or resolve my issue. I have copies of all my emails along with automated responses from Pat Mcgrath Website stating that it may take a few days to get a response. I have pasted below my last email to them for your reference Subject: Need Help with Order Issue Content: Hello, I reached out on Dec ***, ***, and Jan *** regarding my order issue and haven't received a response so this is my fourth attempt. I ordered 18 lipsticks this past month and one order in particular #*** there were 4 out of the 6 lipsticks that had mold on them... These items were supposed to be holiday gifts so I was very concerned to see this as I currently own over 20 lipsticks and never had that issue. I'm not sure if I recieved a bad batch since the lipsticks from my other 2 orders were perfectly fine but I would really appreciate it if someone could get back to me about this. *The lipsticks that had mold on them were all Mattetrance colors - 1995 Beautiful Stranger Flesh 5 Fever Dream Kind regards

I made an order from the website of Pat Mcgrath Labs (ORDER #***) for 4 lipsticks this Thanksgiving holiday. I knew that I might received the lipsticks produced 3 years ago from the reviewers of previous customers. So I checked the batch code and found 3 of my 4 lipsticks were good and made this year but one was made on 2018 based on the information got from *** The batch code is ***. So I contacted the costumer service of this company *** to inquire about this thing, but they told me that that lipstick was made 2021. But there is no reply when I further asked which number in the batch code presents the year of its production. Then I sent the message by chat online to inquire about the production date included in the batch code, but was told that these information can't be released. So I can only double checked this information with the same company in China and was told the lipstick with the batch code *** is really made on 2018. So my complaint is: 1) the company lied to the customer. That lipstick is definitely made on 2018, but they told the customer is 2021. 2) That lipstick is expired. But the customer can't ask for replace or refund since they don't admit this thing about the production year. 3) The customer should have the right to know the information about the thing they bought, like about the production date. But the representor said that information can't be released. This thing shocked me. It violates the most basic principle of honesty in business, undermines consumers' right to know, and damages the impression of honesty of *** society.

Hi I placed an order on *** Mcgrath site on March 15th for several of their products during their sale. However the company did not honor their sale and cancelled several orders without any justification after over 2 weeks. They did charge my account and withdrew money that they kept for 2 weeks and then cancelled my order today without any explanation! They definitely have the items I ordered in stock as I checked on their site. There was no reason to cancel my order. Why would they have a sales going on if they are not willing to honor their customers purchases. This happened to me and many others customers! It is not the first time that they cancel an order I placed after weeks of charging my credit card. They keep on not honoring their clients orders and they get away with it.Thanks in advance for your help on this matter.Best regards,Maya order details PAT McGRATH LABS Order #*** Thank you for your purchase!Hi, we're getting your order ready to be shipped. Due to the impact of COVID-19, we are experiencing processing and delivery delays of approximately 5-7 days. We know youre excited to receive your order, and we appreciate your patience, as our team works to get your order to you as quickly and safely as possible. Our team will notify you via email when your order ships.Friendly reminder: Please note that PAT McGRATH LABS fulfills orders at a rapid pace and it is not possible to cancel or amend any order information after it has been submitted. Kindly email *** after you receive your order and we will be happy to assist with a return process, if needed.

Ordered products 6 weeks ago for about $300, and was told I would receive shipping information in a couple of days. The company stated the items would arrive in 5 business days, and as I ordered in early December, I thought arrival by Christmas was very reasonable. Days after that I contacted them to inquire as they never contacted me. Next thing I see is a refund for some products, without refunding me the HST they collected on those products. I emailed them again to tell them about the HST that by law must be returned to me, and inquire about the refunded items. They never replied to me, and had been ignoring me for weeks. I expected some of these items to arrive for Christmas as gifts and was very dissatisfied with the lack of communication and emailed requesting a full refund due to the poor customer service. They completely ignored my refund request, and several other emails where I request the refund of HST that they failed to refund, asking them to update me with what is being delivered to me, what I can expect going forward, etc. I have not received ONE email response in the last two months. This company has charged me a lot of money and I have ZERO to show for it, and I still don't know what I'm getting, and when. I feel scammed and am in disbelief as this is such a large, prestigious brand/company. This lack of customer service is unacceptable and I'm truthfully concerned that I'm getting defrauded. I'm also questioning how Sephora can do business with a company that operates this way with customers. I'll be speaking with Sephora and other customers regarding this. Overall, this customer service is unacceptable. We are the customers and make this company successful. Legal obligations aside, if they don't take care of their customers, they lose their entire business. I'm extremely disappointed and am seeking a full refund plus compensation for my lost time, the opportunity cost of giving them my money, and the grief their non-existent customer care has given me.

My husband placed an order on December , today is January *** and we still have not had any update on the order/no tracking/ no shipping details, the only email we received was "order confirmation" with an outline of the order (#***) and payment information. We were charged for the order immediately however to this day have not received anything in terms of the actual product ordered nor any communication was made on Pat McGrath's customer service side. The first email regarding the order status was sent on January *, the second email on January *** and the third email was sent today on January . No replies to our emails from ***, no reply from DM's on FB and IG, and tweets on Twitter. I am in awe that this is possible, that a "reputable" business such as Pat McGrath conducts its customer service efforts in this manner. And reading countless cry's for help online with similar issues made me shocked, why are they still running a business? Why the consumer's rights are not advocated for if this is such a reoccurring issue for this company? There are laws in place and Pat McGrath clearly violates them across the board. I am so disappointed with this company, I feel violated as a consumer and taken advantage of, and feel like they stole the money from us. Today marks 30 days since the order was placed and confirmed, so according to The Mail, Internet, or Telephone Order Merchandise Rule, which is a federal regulation that is administered by the Federal Trade Commission, and applies to most goods you order by mail, phone, fax, or online. This rule requires sellers to have a reasonable basis for claiming they can ship an order within a certain time. The rule also tells sellers what to do whenever there is a delay in an expected shipment. By law, a seller should ship your order within the timeframe stated in its ads or over the phone. In cases where a delivery date is not promised, then the default rule is that you can expect the seller to ship the goods within 30 days of your order. The timer begins as soon as the seller receives a completed order with your Name, Address, and Payment. If the seller is unable to ship your product within the promised time, the rule requires that they must notify you, provide you with a revised shipping date, and give you an option for either a full refund or to accept the new delivery date. None of the required (by law) steps described above were complied with by Pat McGrath company, as stated earlier I and my husband have not received a single email follow up or reply to our emails and attempts of communication. In itself, this is a violation of The Mail, Internet, or Telephone Order Merchandise Rule, a federal regulation that is administered by the Federal Trade Commission. And I do hope Pat McGrath will be further investigated in their conduct of business.