Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Cosmetics Sales

Pat McGrath Labs

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cosmetics Sales.

Complaints

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

Find a Location

Pat McGrath Labs has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 47 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/29/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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 date:12/22/2022 Order #******** Pkg ID: ******************** Shipping ******************** center Pat McGrath ************************************************************************** I cant upload the unboxing video to provide how the box arrived UNSEALED NO TAPE OR SEALANT TO CONCEAL PRODUCT.Pat McGrath Labs ****************** is NOT SEALING PACKAGES (boxes) OR their PRODUCTS that come in (cardboard) containers. The brush was NOT sealed on the container and the serial number is NOT listed on the brush. The brush doesnt match online depiction it is a FAKE REPLICA and looks really cheap horrible quality. Bristles are crimped and loose and the font is different on the stick. I researched the brush on line from different websites and the one I received is FAKE. I reached out via email and had a response from an email server thats coming from a time zone with 6 hour difference? I sent my email at 12:51PM CST got a response from a AUTOMATED EMAIL RESPONSE time stamp 6:51PM. Nothing has been attempted by the company as of yet. They have NO CUSTOMER SERVICE PHONE NUMBER

      Customer Answer

      Date: 01/23/2023

      Better Business Bureau:

      At this time, I have not been contacted by Pat McGrath Labs regarding complaint ID ********.

      Sincerely,

      *******************************

    • Initial Complaint

      Date:12/29/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 Dec 20 2022, I purchased items on their website worth $389.28. It was during the *** sale with 35% discount. I received a confirmation email that my items will be shipped on Dec 25. Funny that they have people working on Christmas Day. They already deducted the full amount from my credit card. I never received fortieth emails from them. Then, On Dec 28 2022 I received an email from PatMcgrath website stating I will get a refund for $23.80 but there was no explanation given. I went to their website to check my order status and it was showing UNFULFILLED. I tried going to the page to check where my order was but when I insert my order ID no, I got an error message saying my order does not exist. I want to know what happened to my order and if they cannot fulfilled the order they should give me a full refund. I will never ever trust this company or this Brand again. Please dont shop directly with them. They are a scam and fraud. They will take your money and run. Shame on you Pat McGrath Lab cosmetic. I want a full refund asap!

    • Initial Complaint

      Date:12/23/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 an expensive makeup palette from Pat McGrath. *** damaged it in delivery and it was sent back to Pat McGrath. I have emailed about 20 times asking about whether I am getting my palette or a refund with absolutely zero response. I was blown off when I tried to contact this company via ********* I have no other way to contact them. TERRIBLE customer service. I wish I could make them also compensate me for all the time I have spent on this. Im an attorney and depending on the outcome I might take legal action. Pat McGrath labs are thieves, keeping my money and my palette.

    • Initial Complaint

      Date:12/22/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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 November 25. 2022. The order was $65.20. I have never received the order. I have repeatedly contacted **************** and receive an email that says they will contact me in ***** hours. No one has contacted me. I want a refund. I will never order from this company again.

    • Initial Complaint

      Date:12/21/2022

      Type:Product Issues
      Status:
      Resolved
      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 November 24, 2022 and it hasnt shipped out. I emailed checking on the status of my order and only got an automated response. I cannot get any tracking information or a response from a person. They processed the order and took the money from my account but wont respond. I just want my palette.

      Customer Answer

      Date: 01/18/2023

      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:12/21/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 12/12/2022 I made a purchase of $176.38, I received faulty and damaged product and I contacted them immediately, I received an email that they would get in contact with me within 48/72 hours. I sent emails since 12/12 and have sent several. I have yet to receive any reply or any contact. In the website it states about damaged product to get in contact within 30 days or they will not take it back. I have emailed so many times and within this time frame the 72 hours has been up and even giving it a few extra days because of the holidays this is ridiculous, Im running out of time within the return period for or to get replacements. That is a lot of money to have spent and have damaged products and not have a response from anyone, let alone they dont even have a phone number to contact. As big of a company as this is that is so ridiculous. I want my money back and they can have their pallets back. My order number is Order - *******. Its Christmas and that is way to much money to loose and be left with damaged pallets.

    • Initial Complaint

      Date:12/20/2022

      Type:Product Issues
      Status:
      Resolved
      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 from the Pat McGrath Labs online. I did not receive receipt. I attempted to contact them by email. They did not respond. There is no telephone number listed

      Customer Answer

      Date: 12/23/2022

      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:12/14/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 a **** lipgloss from the Pat McGrath website and was truly excited to receive it but once I finally did (I wasn't even sent a tracking number) I was very disappointed, as I'd received the wrong shade. I have tried emailing them to fix this issue but have yet to receive a response!

    • Initial Complaint

      Date:12/10/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Hi there,I placed an order on Pat Mcgrath's(PAT) website on 11/20/2022 with valued at $200 items. This is the first time I tried to place an order outside my country and PAT also provided global shopping options for all customers. While waiting for delivery, the courier company (DHL) contacted me and said that my package could not be delivered due to Customs clearance requirements on cosmetics. In the meantime, *** told me that there was no way for returning the items. I got a reply from DHL on 12/05/2022 and they told me that they have given a heads-up to PAT on the shipping issue. I then tried to follow up with *** multiple times but didn't hear back. This is very frustrating to me.First of all, I am not the first Chinese customer of PAT company since they have already provided the global shopping option. PAT company should decide on the correct delivery company as well as guarantee the items can be shipped to/delivered based on the customer's address.Secondly, *** should have a well-defined return/refund policy for customers. There are many customers who are outside the US interested in global shopping with their products, they need to stand in customers' shoes to provide a good shopping experience.Lastly, they have mentioned that the *** of replying to customers is 72hrs but they fail to make it. I've waited for 7 days for the refund request but had no luck, thus filed this complaint for help.Can you please help to raise their attention to my case? Let me know if anything is needed from me, happy to provide more details via Email. Thanks for the help in advance!

      Customer Answer

      Date: 01/05/2023

      Better Business Bureau:

      At this time, I have not been contacted by Pat McGrath Labs regarding complaint ID ********.

      Sincerely,

      *****************

    • Initial Complaint

      Date:12/09/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Tried to email them various times about very incomplete order. Receive only one of the 6 items and one wrong item but my card was still charged the full amount. I wanted a replacement of the items not sent but since there has been no response, I want a refund.

    Pat McGrath Labs is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.