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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

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Pat McGrath Labs has 2 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/30/2022

      Type:Service or Repair 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.
      Return ORDER #******* I placed an order of three items (two were in a bundle) several weeks ago. About close to a week after placing my order I reached out and asked if I could cancel my order because it was no longer needed. I was told that I cannot cancel and that it was being shipped. I was told I can follow instructions once it was delivered to return back. Once I received my package I notified Pat McGrath Labs that I would like to return and they told me to go ahead and proceed with the return filling out the paperwork inside the box. I open the box filled everything out and send it back within less than 24 hours. Delivery shows that they received my package of returns on November 14th 2022. It is been at least 13 full business (I lost count) since they have received my returns. I have reached out numerous times over the past several days and weeks letting them know that the package was delivered and when can I expect a refund. I have yet to hear any updates or been refunded. also as I was looking up in the website this morning I noticed that they mentioned that there are fees and shipping costs associated with returns. I was not aware of this and do not want to pay any fees or shipping costs. I originally requested to cancel this package, and have had the worst experience possible with just trying to get some answers. I would like a full refund to affirm. I have also let affirm know that I am disputing the charges because I returned my full order and I would like a full refund.

      Customer Answer

      Date: 12/25/2022

      Better Business Bureau:

       

      It took pat McGrath Labs over one month to apply refund. They ignored my inquiries and never gave me any valid information as to when I would recieve a refund. The customer service is horrible and it was the first and last time I ever do business with them again. 

      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:11/01/2022

      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 placed a large cosmetics order, over $500, and it's been nearly a month and nothing has been shipped to me. I was told that it took about 2 weeks for shipments to go out, but it's been a month and I requested a refund but company said no refund on confirmed orders. So they basically took my money and ran and I am out over $500 dollars of my money.

      Customer Answer

      Date: 11/26/2022

      Better Business Bureau:

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

      Sincerely,

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

    Pat McGrath Labs is NOT a BBB Accredited Business.

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