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:02/09/2023

  Type:Delivery 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 made a purchase for two highlighter kits and a highlighter on December 15th, they arrived on the 21st but two of the highlighters were completely broken. I emailed them that same day with pictures and I received an automated email saying that I would get a response ***** hours later because of the holidays. I messaged them again on the 29th of December and still received only an automated email saying that I would get a response back in ***** hours. On the 30th I contacted ****** who was the form of payment telling them the issue and they emailed me back on the 4th asking for proof or suggesting to wait until Pat McGrath responded. Pat McGrath on the 7th sent me an email saying my order would arrive soon but not once did I get to speak to someone from customer service. On the 11th of January I received an email saying my order had arrived, I emailed them to tell them that I hadnt received anything and again I only received an automated email saying Id hear back in ***** hours. I contacted ****** again on the 18th and they put it as a pending investigation. They requested more information on the 23rd of January and told me they would follow up with Pat McGrath or to notify them if I had gotten in contact or resolved my issue. But it is now the 8th of February, almost two months later and I still have yet to receive a response. I am willing to send back the merchandise for a refund but I havent been able to get in contact with anyone.

• Initial Complaint

  Date:01/27/2023

  Type:Delivery 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 ordered products from Pat McGrath Labs on January 13th and received the wrong item three weeks later. I have reached out to the customer service department several times and I haven't received a response. I want them to correct the order and respond to my email request.

• Initial Complaint

  Date:01/24/2023

  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 returned a Christmas gift from my friend. I sent it back, email the customer service exactly like what they asked for. But me never get any reply. They got the package then nothing. Nobody reply email. No phone number for customer service either !

• Initial Complaint

  Date:01/24/2023

  Type:Customer Service 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 have a subscribe and save (every 3 months) order for the Dark Star mascara Xtreme black. I was supposed to receive an order back in December. First I received an email saying the following:****** ******** ***** *** *** **** *********** ************************** ** ************ ** ************* ****** ** ******* ********* ** ********** *** ******** ****** ** *** ***** ** *********** **** **** ******** ** **** *** ******* ** ******* ********* **** **** ******** **** ***** **** ** ** *** *** ***** *** ****** *** ***** ** ***** **** ****** ***** ********** **** ******** *** **** **** ** *** *** ***** ***** ***** *********** ********** ***"I waited and waited. I emailed ****************************************** to check on the status of my order and received no response. I emailed again. I have now emailed a total of four times. I cannot get any tracking information or a response from a person. They processed the order and took the money from my account but won't respond. At this point I want to cancel my subscribe and save order indefinitely.

  Customer Answer

  Date: 02/18/2023

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

• Initial Complaint

  Date:01/24/2023

  Type:Product 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.

  Inquiring about order # *******.Horrible customer service. First of all, contacted business to cancel order. My request was never acknowledged. Second, received the item. It had to be old ************** but it separated like oil and water. I shook it so many times and the formula never came together. Third, sent this back in 12/21, *** showing delivered on 12/23. Where is my return? Again, no acknowledgement of item received. It will be a month Monday. (1/23). I just want my money and to never buy from them again.

  Customer Answer

  Date: 02/17/2023

  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:01/20/2023

  Type:Service or Repair 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 made a makeup purchase on 12/7/22 from this company, order # *******, for $18.88. The package was delivered on 12/12/22. On 12/20/22 i returned the product via *** tracking number ****************** which was delivered on 12/22/22. I contacted the company on 12/20/22 after I had mailed the package to let them know the return was on its way. I received an automated response that said that it could take ***** hours for the customer care center to respond. I never got a response. I contacted them again via email on 1/6/23 and as of today i have had no response and no credit for the return. There is no phone number to call, the only way to get in touch with them is via email.

  Customer Answer

  Date: 01/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:01/18/2023

  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 purchased 5 Pat Mcgrath mothership eyeshadow palettes I recieved 4 of the 5 ordered. One of the eyeshadow palettes was damaged and I did not recieve one eyeshadow palette. I have reached out via email and called multiple time to resolve the issue only the company customer service does not answer the phone or reply to my emails. I would like the damaged eyeshadow palette replaced and or my money refunded. I would also like Pat McGrath company to either send the eyeshadow palette that I did not receive or refund me the money on this as well.

• Initial Complaint

  Date:01/09/2023

  Type:Product 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.

  During the mid-November, 2022 *** ******* ******** Black Friday Sale, I purchased approximately $625 on various cosmetic items. By mid December, 2022, I did receive all of the items that I had ordered--with one glaring exception: The Dark Star Mascara in black. I have tried emailing PMG Labs TWICE about the status of this missing item, but as of 1-6-2023, I have YET to received an actual confirmation email from their customer service to address whether this item will be shipped to me, or the amount for the item will be refunded to my original payment. PMG Labs' customer service appears to be non-existent, and they state in writing that their company "discourages multiple emails concerning problems with orders." With NO recourse for customers to get help with order/shipping problems, what am I--or others in my situation--supposed to do? This is why I am filing a formal complaint with the ** office of the BBB to help me resolve this unfortunate matter.

  Customer Answer

  Date: 02/02/2023

  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:01/05/2023

  Type:Service or Repair 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 with Pat McGrath on Nov 22nd 2022. My order number is ******* for "the essence". My order still says "unfullfilled". I have attempted to contact them via email on 3 different occasions(Dec 9th, 13th & 28th) and have received no response. They have no phone number listed as a contact. According to their FAQ page you cannot cancel an order with them. I have commented on their FB page asking for help with my order and no response. I'm at a loss at what step to do next. If it's a simple glitch maybe it could be handled if someone responded to one of my emails.

  Customer Answer

  Date: 01/29/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Pat McGrath Labs has been resolved. I finally received a response once I had went on Instagram and posted the issue I was having. Within a few mins they removed my comments and contacted me. They have since refunded me for my purchase. However I will never do business with them again nor would I recommend them because of the lack of customer service
  

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

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

• Initial Complaint

  Date:12/30/2022

  Type:Delivery 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.

  Order placed on Dec 17, no receipt follow up email. Bought from shop app so I had proof that way. Have sent 6 emails, posted on Instagram, tiktok and ******** requesting a response as this was a $534 order. No response. On 12/29 I received only on small palette from the order and it shows that the entire order was delivered.