Pat McGrath Opiniões 427

I usually have a decent experience with Pat McGrath Labs as far as receiving my items but I had to reach out to their customer service department (or lack thereof) recently due to an order being delivered to my old address despite the correct address being in my profile on the website. I couldn't find any contact phone number for the company so I sent an email around 12/15/22 (a month after my order) and contacted UPS with a lost mail claim.

UPS got back in contact with me the next day and after we confirmed that the ordered was delivered to the wrong address, they would contact the company on my behalf with a request to re-deliver the items to the correct address. After digging further it appears that Pat McGrath Labs has a third party that the company goes through for customer service requests so I emailed there as well. On 12/27/22 I received an automated response stating that a ticket had been created for me with their customer service team.

Long story short, it is now February and I have still heard nothing back from the company so it left me no choice but to contact my bank with a charge back request to get my money back. If the option is there, i'd advise others to do the same. Pat McGrath Labs has great products but the company really needs to do better when it comes to communication with customer service.

I see that a lot of reviewers are mad about Pat's customer service. I had a terrible experience with this "luxury" retailer. The delivery was incredibly slow and when I reached out to customer service for an update, it took them forever to respond. To make matters worse, several items from my order were never delivered and when I contacted customer service about it, I received no reply after sending 5 emails. I would not recommend this store to anyone and will not be shopping with them again. I'm shocked that the most expensive cosmetics online store has the worst cs.

Ordered 2 F.E mascaras on December 3rd, 2022. Received 2 emails promptly after my order was complete confirming my purchase and the following day, it was being shipped. About a week later, received an email from Global E Shipping with a tracking number. That was December 14th, 2022 give or take and nothing since. I consider myself to be a reasonable person with shipping expectations, especially during holiday season. But 60 days later??? I think not. I STILL don't have my order and ZERO response from Pat McGrath.
Disgusting way to treat customers. To date, I have sent four emails to customer support initially asking for assistance, then nothing short of begging for a reply after that. Also reached out via social media. Nothing. I was also redirected to email Pat McGrath customer support when I emailed the shipping company for assistance. Absolutely unacceptable. To add yet another layer of insult to this, the relentless multiple DAILY marketing emails is out of control since I placed my order.
I am well past disappointed and past the fact that these were Xmas gifts, I feel scammed and completely irrelevant as a customer. Needless to say, I am no longer a customer, nor will I be again. Brand reputation is officially in the toilet.

Don't waste your time looking for help from them. If you're in the same situation, call your credit card company or PayPal- whichever payment merchant you used, and request a refund directly through them. It's the only way you'll see a refund and get a response.

Nonostante le pessime recensioni qui su trustpilot in data 31 dicembre decido di effettuare un ordine sul sito di Pat McGrath (sconto di fine anno del 40% con un 15% ulteriore per il primo ordine -> palette mothership pagata poco più di 60 euro, ovvero la metà del prezzo originale). La palette è arrivata ben 23 giorni dopo, ma ci sta (non mi aspettavo arrivasse prima). Il tracking sul sito ufficiale è pessimo, ma essendo io abituata a fare acquisti da siti esterni ed extraeuropei mi sono armata di 17TRACK, EPG Tracking e altri siti per il tracking internazionale che mi hanno permesso di seguire il pacco durante queste 3 settimane abbondanti. La palette è arrivata imballata molto bene (E MENO MALE (VISTO ANCHE IL COSTO! Avevo paura potesse rompersi durante il trasporto, essendo un prodotto delicato). Non ho dovuto pagare nè spese di spedizione nè spese doganali. CONSIGLIO DI EFFETTUARE ACQUISTI IN QUESTI SUPER SALDI SOLO SE SIETE ABILI A SMANETTARE SUI SITI DI TRACKING E SE NON AVETE FRETTA DI RICEVERE IL PACCO!
Armatevi di pazienza, la qualità merita!

Worst/nonexistent customer service. Had a damaged item arrive weeks ago. After multiple emails, I never got a response. Eventually had to file a claim through Paypal to get my money back, which I'm still waiting for

Ordered few products on November 28th 2022 - Black Friday sale, mostly of them Christmas gifts).
I have received a tracking link like 3 weeks later and since then nothing has moved out.
I’ve tried to contact the customer center several times via email, IG and Facebook and they never answer for 2 months until I posted a public comment on their last IG post.
Is it the way to behave with customers?

This crappy company will steal your money and you will never hear from them again, nor will you receive any of what you paid for. Avoid at all costs. Absolute garbage company.

Ordered a foundation, took weeks to ship, which I was very patient about. UPS informed me the box was empty and therefore was destroyed and company notified. I’ve sent multiple emails over the past week and a half, plus they have the UPS notification. I’ve emailed them to go ahead and cancel but who knows how long that will take. Going to dispute the charge next and I will never order from them again, nor will I buy them through Sephora just on principle.

I ordered the three 5 pan palettes from the Star Wars collection at launch on Dec 16, I received only 2 of the palettes, so I reached out to customer service, but received no response after 72 hours (as was stated to be their response time in an automated email). I've written 3 times, reached out via instagram and on Facebook. Finally after 3 weeks I received a refund and an email stating that the item is out of stock and that I can purchase again when it is in stock.

These are the main issues for me:
1. I bought at launch day - so why allow me to purchase the item if it wasn't in stock? Or were international customers left last and stock ran out... If that is the case - its discriminatory towards international customers who bought when there was stock and should have received their items.
2. for weeks customers were reporting issues with their orders and non-response from customer service, and there was no announcement or acknowledgment from the brand in any of their social media accounts. Customers were literally ignored for weeks!! This is a luxury brand that charges quite a bit for their products, the bare minimum of sending waiting customers an update, an apology, something! is basic customer service.
3. telling international customers to shop the missing item again when it is in stock, is just disrespectful! The trio offered a reduced price for all three palettes and international customers will need to pay shipping and taxes - more than US customers. This is so disrespectful and ignorant.
4. To claim the palette is not in stock, but there was no issues supplying stock for Sephora, but not for paying customers that purchased directly from the brand?

I've been a loyal PMG fan and customer for several years and own many of her products. This experience has soured me on the brand. I will definitely reconsider buying from this brand again.

I have contacted the customer care line three times now since receiving my product on the 31 December. I followed the instructions to initiate a refund but its been radio silence! Interestingly it states you have 30 days to return an item (I requested this on the same day as receiving the item)

Peor imposible, dos meses esperandoi envío y ni una contestación a mis correos. Al menos me devolvieron el dinero pero yo quería mi pedido, no la devolución

I only received part of what I paid for, and in spite of several emails to their (non-existent) customers service, I never received an answer and neither refund for the missing items. The products are good, but grossly overpriced, and then they steal your money and give you nothing. Don't waste your money on PatMcGrath.

Midden november besteld, track & trace werkt niet… een deel zou al verzonden zijn in december maar nog steeds niks ontvangen. Via klantenservice krijg je ook geen reactie.. alleen een automatisch bericht dat ze binnen 48-72 uur reageren.. weer weken verder en nog niks verschenen. Heel slecht voor een vrij prijzig merk

Ordered products and have been emailing customer services regarding a refund but they have not responded. The service is really disappointing

I’ve ordered lipsticks on Black Friday sale on 24.11.2022. After a month with silence I wrote them. No response from customer service.
Lipsticks have great quality, but It’s not worth to get stressed for such a long time. I’ve lost my hope that it will come. Finally, I got my lipsticks today - 11.01.2023… Order was really bad packed. When I received it box was demaged. What is more, there was information on the website that all tax and duty are already included. That’s not true. I need to pay additional money for duty at the post office. I will never order it again from official website.

So, I received used items from the warehouse… didn’t think to open them items of make up before actually GIVING THEM AS GIFTS as they were directly off of the website.
One of the presents was for one of my own family members so I was able to witness this myself. Came with all colours swatched and no plastic guard, yack.
Written to the customer services twice (once on the 26th Dec and the second on the 8th Jan) and I’ve had no reply or acknowledgment. Very disappointed, disgusted and embarrassed, should be sanitary as it’s make up, for the eyes (aka must be clean to avoid eye infections!)
So let down because when PML is at its best, the products are gorgeous, but when they come used and given as a present? Oh man… that’s sad… really upsets and embarrasses me… so let down.

it took like a month, but they didn't have my item so they gave me a full refund and a free lipstick. i dont like the idea of having a negative review stick around after my situation got remedied, so here's a five stars. hope yall get your refunds and items like i did

ordered a 3 palette bundle 16th December. Order arrived 3rd January. This is great! However i only received 2 palettes. The 3rd one isnt even mentioned on the shipping invoice. So i emailed customer service to ask if the 3rd one was being shipped separately. Nothing. Then went through the official customer service. Nothing. Both times i got an automated response saying they would respond within 72 hours. Have now opened a case with Paypal.

Is a real shame, as the products i received are nice! worth the money? not sure as now i cant look at the 2 i received without feeling bitter.

If you want to order, id recommend using paypal just in case. Definitely never ordering directly again.

Ordered a lot of products on Black Friday sale. I have received a tracking link etc. But nothing has moved out of the sorting centre.
Support was responsive at first but has disappeared when I have asked about ETA and current status.
This is very sad and very frustrating as previous experiences were mostly positive and I love Pat’s products.
Edit: after two months of no proper reply, I got a refund. No explanation, no nothing. My personal opinion that they did not intend to send my order in the first place. I rate this experience even worse than when I wrote the original post.

Ordered on nov 24th, to this day I have still not received my package. I've been trying to contact their services but nothing .. no respons. It has been in customs since dec 9th. I understand things can go wrong but when you've send multiple messages and you get no respons anymore, other than 1 email from Global E saying this isn't normal and they were going to investigate (2 weeks ago) ... I see so many people complaining on here, I'm just really worried i'm not going to receive anything