Pat McGrath Reviews 427

For context I placed an order early February and it took about 2 weeks to arrive to me. When I received the items from PML, a few items came damaged completely. I immediately took pictures and sent them to PML CS via email. I waited.. and waited.. no response. I sent multiple fu emails the next week, I waited again—no response. Then the second week comes rolling around I sent another email AND commented on their TikTok and completed their contact request on their website twice. Still no response. DO NOT BUY FROM THEIR WEBSITE.

First let me start by saying the products are exceptional. The customer service however, atrocious.

I have been using this brand for many years and regularly ordered from their website. I recently placed an order and expected shipping within 8-10 days which is the norm for international orders. At 10 days there was no delivery and update from the company. I accessed my online account which confirmed the order hadn’t been shipped. I contacted the company through the chatbot and tried to cancel the order, nothing happened. After 2-3 days I received any update stating due to high volumes my order was delayed and it would arrive in a week. I waited, nothing. I contacted them again insisting on a refund. After 3 days i was told i could have a refund once they’d spoken to the warehouse. I chased again as i couldn’t understand why the sales and stock systems weren’t connected. The fact that they use shopify should allow for automated refunds. Eventually after a further 2 days they confirmed I could have a refund and 3 days after that it came through. So now we’re up to nearly 4 weeks of poor communication, no discernible customer service practices and an eventual refund. A really poor experience all round, one I will not repeat.

I saw the reviews and my heart sank a little after ordering, but for my first time ordering , I'd say was a good experience! Placed an order at 31 January, on 9 February I got a update saying it takes longer than expected due to high volume of orders, it shipped out on 17 February, and it arrived on 19 February! The eyeshadow sets were wrapped excellent and I love the color gold 001 alot🤩 it's even prettier in person! 🥰 Thank you Pat McGrath for the pleasant experience!🙏

placed an order..... 10 days later I can see it's not been shipped. Emailed customer services twice - nothing. From other reviews it seems their standard practice to not respond. V disappointing.

I am extremely disappointed with my experience ordering from Pat McGrath Labs.
I placed my order on February 9th, and as of today, it still has not been dispatched. However, payment was taken immediately. It’s unacceptable to charge customers right away and then fail to ship the order within a reasonable timeframe.
What’s even more frustrating is the complete lack of communication. I have sent multiple emails requesting an update and have received no response whatsoever. No explanation, no estimated shipping date, nothing.
For a brand positioned as luxury, I expected a far higher level of customer service and professionalism. Delays can happen, but ignoring customers who have already paid is incredibly disappointing.
I will seriously reconsider ordering from them again unless this issue is resolved promptly.

Absolutely zero staying power. Faded before i drove 10 minutes to work. Worst lipstick i have ever owned

Order placed on 24-01-2026 and it hasn't been shipped yet. Customer service is unreachable and does not respond to emails. I also requested to cancel my order, but received no confirmation or response.

Update: order was refunded just like that without explanation, whyy?!?

I placed an order with Pat McGrath Labs (Order #2228830) over 5 days ago. The item I ordered was clearly marked as in stock, yet my order still hasn’t shipped and there has been no tracking update.

I’ve contacted customer service multiple times via email and have received no response at all. At this point, the lack of communication is more frustrating than the delay itself. I want update…

This is disappointing for a luxury brand. Customers shouldn’t have to chase basic order updates or wonder whether their order will ever ship. I hope this gets resolved soon, tje item is now out of stock!

Placed my order on January 24th, before the bankruptcy was announced. I’ve requested to cancel the order a week and a half later as it still hadn’t been shipped, despite being promised next day shipment. Customer care stopped answering my e-mails and it’s almost been 2 weeks since I’ve placed my order.

I placed an order 23/01/26. To date it hasn’t been posted; customer service said they would look into delay days ago and no update, no response to any emails or chat online.

Products are exceptional but customer service is beyond shocking

Very frustrated with their customer service and inability to respond - the amount of time I have waited for my order is absurd. UPS screw up but then no accountability. I plan to immediately return the items without opening the box. DO NOT ORDER FROM THIS SITE - trust me - do Amazon or something with a legitimate customer service base.

Their return policy freaks me out a little already - I am worried it will take forever

I ❤️ Pat McGrath products. All the lipsticks are of high quality and last long. Completely verified by a non MUA.
To date I have a collection of 7 colours mainly Matt based.
My daughter also buys the foundations and concealers which are great on the colour match.

Today I purchased the the divine blush and a little goes a long way!

I’m really disappointed with Pat McGrath Labs’ customer service. I reached out before my return deadline to ask about sending an item back and never received a reply. I ended up figuring out the return process myself, then emailed again to confirm I’d still get a refund even though it would arrive a few days past the 30-day window. Still no response, even after following up multiple times. If my return isn’t refunded, I’ll be extremely upset. I won’t be ordering from their website again—this kind of lack of communication is unacceptable for a luxury brand.

Awful customer service. Complained about 3 lipsticks where the vessel is faulty. Sent photos and contacted customer service numerous time.
Awful customer service. Bad products
This has been about 4 months of complaining. Awful awful

I bought 2 Pat McGrath lipsticks which both became weak at the base within a couple of months of purchase making them unstable and unusable even though the lipsticks were not even half finished .
I was told in the store where I bought them to complain direct to the company. I contacted Pat McGrath customer complaints requesting a replacement . They were very unhelpful and refused to replace the lipsticks .
I will never purchase this brand again . Very very disappointing for an expensive brand .

Horrible website. My order was sent through for a lipstick I did not order, but had clicked on to see the shade. They had my credit card from a recent order and it was immediately charged. Now have to deal with the whole return situation. Will buy this brand from Sephora or Blue Mercury in the future. One of worst beauty websites.

I ordered from Pat McGrath on the 15th August.This is now the 4th September and I still have not received my order.Despite numerous emails I am getting no where.Its obvious the shipment is lost but they keep saying they’re looking into it.Extremely frustrated and disappointed with customer service.

I placed an order on the 2nd August, chased it up a week later and it’s still not beyond the acknowledged state. I have now written 7 chaser emails, and two messages and have not received a single response to tell me what’s going on. Absolutely shocking service, I am disgusted with this company, thankfully I paid with a credit card so going down the chargeback route. Do not touch them.

I wouldnt bother ordering anything from this brand. The customer service is abysmal. The product quality is good until something fails. You then need customer service support and you are ignored.

I raised a complain in April regarding my concealer’s head breaking, mind you it cost me £35 just for a mere concelear for it to breat 2 months later. I shared images with them and was simply ignored.

A product is only as good as its customer service. Never again!!

They've sent at least 3 emails regarding the shipping date that keeps changing. Won't be buying from this place again.