Complaints

This profile includes complaints for Pat McGrath Labs's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pat McGrath Labs

  126 5th Ave Fl 5 New York, NY 10011

• 

  Pat McGrath Labs

  126 5th Ave, 5th Floor New York, NY 10011

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Terrible packaging that was able to be opened & re-sealed leaving me receiving an EMPTY BOX after spending $163.79 on 3 of their products. I was charged an extra $55 for a brush I didn't even want but was added to my cart in the check-out process. Their only contact method is an unresponsive email account. This whole experience has been a nightmare start to finish.

• Initial Complaint

  Date:01/25/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed my order on November 29th. The shipping was supposed to be within a week. I got an email on December 2nd saying the items are on backorder, but i would receive an email the following week with an update. That email never came. I emailed customer service to just cancel the order, the ignore the email and waited until December 18th to tell me the order was finally on the way. Per the return instructions, I emailed a copy of the slip and the tracking form provided with the items I purchased to the email address directed by the website to alert them of my return. **************** has refused to respond to my emails or my return, which is within the time period of return.

• Initial Complaint

  Date:01/04/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Pat McGrath customer service on December 24th, wasn't expecting anyone to get back to me right away because of the holidays but no one got back to me until December 30th and they didn't even read my email properly. My original email was regarding order: #******* and I made several complaints that the quality was lacking and the eyeshadow was awful and creased with or without the gloss and was looking for the process on how to return this and whether I needed to cover shipping because shipping from ****** to *** is expensive. She replied and assumed I wanted to cancel my order when in fact I never asked about cancelling my order, I already received it and was asking about returning it. SO not only did the customer service rep not read my email properly they also took forever to respond, they told me to reach out to the same customer service email to initiate the return which is what my original email to them was doing.. so now I have to go back and fourth with them again just to return this stupid eyeshadow and potentially pay 20 dollars or more to ship it back to them.

• Initial Complaint

  Date:08/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/23/22 I placed order number ******* for $201.60. On 12/7/2022 I initiated a return and was instructed to use the return label provided by Pat McGrath Labs to return $133 of that product. I shipped it back and did not receive any further communication. I emailed them several times and after 6-8 weeks there was still no response. I filed a dispute with my credit card company and they reversed the charge. Pat mcgrath then reached out and said they would be happy to provide a refund but couldnt because I disputed the charge. I told them I did not feel comfortable reversing the charge because they had been unresponsive. They said they understood and the dispute could remain but I wouldnt get a refund which I agreed to. They then fought the dispute with my credit card company and had the dispute reversed because I could not provide the receipt from their shipping provider and they apparently do not keep records of the shipping labels they provide. I reached out to them and they said they would provide a refund but the reverse payment to them was still being processed by my credit card and once that was finalized they would refund me. Once that processed and my dispute was cancelled they went radio silent and refused to answer any emails. They do not have a phone number. Im appalled at their customer service and feel like I was constantly lied to by their support. I only want a refund for product I was not happy with and returned to them with their own return label.

  Customer Answer

  Date: 09/18/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Pat McGrath Labs regarding complaint ID ********.
  
  Sincerely,
  
  *************************************
  

• Initial Complaint

  Date:04/14/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for eight items totaling the amount of $282.98 on 4/4/23. Order #*******. My card was immediately charged. All items showed as in stock per website, and also per website, should have shipped within 4 days, with a confirmation email and tracking information. That did NOT happen. Nor has it. I reached out to the phone number listed on their website, however it doesn't allow a customer to speak with a representative of the company. I sent in numerous emails demanding to know when my items would ship, yet all emails remained unanswered by their company. Instead, I received an email informing me of a refund of $42.12 however the email had no information as to what the refund was for. After sending two emails questioning what the refund was for, I finally received a response that it was for an out of stock item. That's fine. But what about the seven other items in my order? And when were they going to be shipped? I have sent 4 more emails inquiring as to when the rest of my items will be shipped, and they have all gone unanswered by this company. I sent a 5th email last night, informing them that if I didn't receive confirmation of items being shipped, and a verified tracking number by today, Friday April 14, 2023, I would immediately demand a COMPLETE refund (minus the $42.12 refunded for 1 out of stock item) and would be filing a complaint with PayPal, the Better Business Bureau and the ************************* That last email I sent has also gone unanswered. I have now contacted Paypal and filed a complaint. This constitutes terrible customer service, and highly questionable and unprofessional business ethics.

• Initial Complaint

  Date:04/11/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on Mar. 25th on the Pat McGrath Labs, order number is : *******, order email is : ************************ However, *** never shipped my items, I contacted customer service to get refund, but I was told to contact my bank to get refund !!! My card was charged, they should refund !I have uploaded the order details and email from their customer service.

  Customer Answer

  Date: 05/06/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Pat McGrath Labs has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:03/14/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm filing a complaint against Pat McGrath regarding them refused to assist with refund for a return that is compliant with their return policy. I contacted Pat McGrath **************** on March 1 and March 7 to follow up on a return and refund for order #*******. The entire order was returned and delivered to Pat McGrath on 2/21/23 with tracking number ******************* It's been over 3 weeks, however, no refund has been issued. Each customer service representative from Pat ********************** responded with a different answer without helping or offering a solution. The various versions of the return process stated by the customer service representatives were not stated under their return policy. It has been frustrating requesting help from their customer service. I would like to have Pat McGrath issue a total refund of $322.20 for the returned items. Thank you in advance.

  Customer Answer

  Date: 04/10/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Pat McGrath Labs regarding complaint ID ********.
  
  Sincerely,
  
  *****************
  

• Initial Complaint

  Date:03/13/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order for a $42 lip gloss February 11th. According to their website, I was supposed to receive my order within 5-7 business days. It is MARCH 12TH. and I still haven't received my order. I have sent multiple emails to their customer service (the only way to reach them), and I get the same response,: "they are following up with the courier"...I even messaged Pat McGrath herself on instragram and received no response. I asked in my last email 3 days ago to have a manager contact me. No response. This is the worst customer service. I just want a refund. Order confirmed - Pat McGrath by Global-e - order number **************

  Customer Answer

  Date: 04/07/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Pat McGrath Labs has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my return items to Pat McGrath Labs **** tracking number ** *** *** ************) on 2/6 and it was received into their facility on 2/8. I contacted them via email at c********************** on 2/15 asking for my refund. I did not hear back from anyone at Pat McGrath Labs. I've emailed them on 2/16, 2/25, and 2/26 as well. All without a response. I would like a refund for my order ******* that they have received.

• Initial Complaint

  Date:02/13/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spent $90.53 on two products on the pat mcgrath website on 1/28/2023. I have not recieved the items and when I tried to look up the tracking information it looks like the package had gotten lost. I filed a claim with *** on 2/9/2023 after emailing PMG's customer service email twice and not receiving any response. *** has told me that the claim has been filed and that they sent a message to the company and encouraged me to try and email them again, and I have still gotten no response. At this point, I don't even want my makeup anymore. Their customer service is non existent and just plainly do not care about their customers at all.