I don’t think it’s ever risen to THAT bad of a level, but I am reluctant to purchase directly from PMG due to long turnarounds, though my laster order was here within 3 days of ordering… it was a miracle.
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Oh my gosh, same! Love her products much but will not order from her site anymore. I will wait for Sephora to get the release. Her Canadian site takes about 3 weeks to get to me. I have no patience for that anymore.
This is going to be very simple here and the makeup brand is Pat Mcgrath. I think she is losing sight of her customers and has NEVER one time tried to fix her horrible customer service base and the looooooong time it takes to get your shipments. Pat does not seem to listen to her customer base at all when it comes to bringing out different colours and adding to her line. I have invested a LOT of money into her line and feel if she cant listen to us about changing up a bit then I can spend my money else where very easy.
Nordstrom and Mac had horrible customer service and I won’t order from either one.
Nordstrom? I’ve always had such good luck with them. Shipping lost a Diptyque candle and Nordstrom was quick to replace it. My only complaint is they cancel orders without telling you if you buy things on sale and they run out.
Yes I have to say Nordstrom disappointed me when they cancelled my LE Dior minaudiere. But MAC was whole different level. I ordered my first MAC pallet 2020. I realize it’s pandemic times and all and it was a custom 9 pan, but I didn’t get it until my next birthday 2021.
Yes. I had a terrible time with BH Cosmetics. Never bought from them again and welp, they are no more so…
BH lives to get into more shenanigans. They have been purchased by Revolution and that’s probably good because Revolution could be a lot more consistent with everything.
Yes. While it hasn’t happened *yet* with a brand I love….I am fully capable of running a lifetime ban on any company that is shitty to me, or broadly to humanity. I don’t fuck around and am not a “fair-weather boycotter.” Like chick fil a. I stopped eating their food (granted, I don’t eat fast food unless I’m traveling and need to eat airport food to survive) the second they proclaimed themselves to be hate mongers. Same with barilla, papa johns, etc…. I don’t purchase from two indie brands because they were unprofessional when contacted with issues – like fifteen+ years ago, I don’t even know if those companies exist anymore – and I don’t support brands who have discriminated against races in the current climate (nudestix, ofra, juvia’s place(apparently even small black-owned companies think asian slurs fly). Publicly airing your racist opinions is adjacent to shitty correspondences and service – it shows exactly who runs the company and what they think of the individuals handing them their very hard-earned cash.
Well said 👏🏻
I love her products but the customer care is terrible and there is no customer centricity!
Not gonna lie PMG is bad. I thought it was because I live in Europe so I cannot expect the same from an us customer but I see that it’s still not great either.
I’ve never had a bad experience receiving PMG orders in a timely fashion BUT I had a really disappointing experience with a $10 charity tutorial she did when Divine Rose II came out. It was in support of. BLM charity and I was stoked. However, when the time came for the tutorial, I was never sent the link to join and customer service never responded to my email. I will never again join a paid class of hers 🙁
I try to buy any ColourPop products I want through Ulta if possible due to the nightmareish customer service CP apparently has. Thankfully, I’ve had good luck with them answering my emails and resolving my issues but they’re notorious for being unresponsive and unhelpful.
Beauty Bay took a month to ship my order. The box arrived all banged up.One of the eye shadow palettes was damaged. I’ve sent numerous emails and pictures with no response except automated. Big disappointment.
No, that’s never happened to me either. The last time I ordered from PMG directly, the order came fairly promptly considering it was an international order.
MAC and Dior at their phone customer service have both been irritating with bored acting, no knowledge of products and just plain surly people answering. Also, I won’t deal with any company that only will text with me. It’s time consuming and a lot of ‘and how are you today?’ While pleasant, typing my name out and that I’m having a great day and FINALLY getting to my question can put me in a NOT good day! MAC seems to want to text a lot …. Sorry, I’m out, you lost my question hence business.
Definitely Pat McGrath! With this last Bridgerton launch I debated whether to just wait until it came to Sephora. With all of the outcry about her slow shipping, I would think she would improve it. Very frustrating! And there is no phone number that I could find on the site to talk to a live person…..
I am shocked at these comments! I’ve been ordering from her site for a long time. I’ve NEVER had a problem and am amazed at how fast the shipping is….mere days. My only problem is how black my hands get from touching the box it comes in. Now ,clothing companies? I could scare you with some stories there!
My last PMG order was shipped within 3 days of purchase but it took 15 days to get to me. I’m in Canada not Timbuctoo! I honestly thought it was lost. When I received one of her palettes damaged they had another shipped out to me the next day! It was amazing! The only reason I purchase directly from her site is that I don’t want to miss out on the product so if I have to wait I’ll wait. I cannot recall any other company that I have had a problem with.
PMG absolutely no customer service!!!
I love purchasing directly from PMG – influencers/ you tubers have similar complaints because you want instant gratification to beat your competition. For the consumer i love ordering they have the best customer service and the very best bundles snd sales- i never think about delivery time. I am not even rouge with sephora anymore because the brand sites are so much better
Yep, Notoriously Morbid. I bought many products and for a long time got her monthly sub box. Then I had 2 orders in a row come with multiple improperly sealed loose powder eye shadows that leaked, one also had a broken lipstick. Both times when I emailed there was no response, and when I tagged them in an instagram post I was blocked. Later I found out the owner encourages fans to gang up on and bash anyone who doesn’t kiss her feet. So yeah I’ll never buy from them again.
Oh my god I forgot about my Notoriously Morbid purchase a hundred years ago! I bought the Crow collection they had like ten years ago or something, less? Five? Six? Anyway, everything arrived with the lid screwed almost entirely off, powder was EVERYWHERE, *and* the formula of the loose shadows themselves was disappointing. Dusty, powdery, the shimmers had a matte look to them. They felt cheap and shitty and almost all the colors were the same, and yeah, I never purchased from them again either. Held on to the coupon code they included with all the orders (they knew the packaging was messed up, but didn’t want to fix it, just send out an “oops, our bad. take a few bucks off your NEXT order.” lol. Never placed another. Never will. I was so bummed out after receiving that collection I threw most everything out last year after finally admitting to myself I hated them so much and didn’t want to fiddle with messy matte loose powders (that were supposed to be shimmery!!). There are simply too many indie brands out there now to support one that sucks.
Yes, Color Pop. I purchased one of their PR box sets and the beautiful box came damaged. They would not replace it and I had to really push hard to finally get a small credit. The whole point of my purchase was to get the box. Which again came damaged. Very poor customer service.
I won’t purchase from Sephora anymore. Long story short, I had to dispute a credit card charge (which was settled in my favor) because customer service absolutely refused to help me. They lost a long time customer. I will now buy directly from a brand if I can’t get it from Ulta, Nordstrom, Beautylish etc.
I’ve never had a problem with an order from Pat McGrath, the delivery was always very fast. I had troubles with Kaleidos Makeup. Since they are based in China, I knew the order would take time to arrive, but one of my package got lost. It was the one with all the eyeshadow palettes I ordered and I had bought the collaboration palette with Angelika Nyqvist. But since it wasn’t available anymore, they decided to refund me for all the eyeshadow palettes so that means I never received a single one of them. I’m really disappointed and despite still liking the brand, I don’t think I will ever purchase directly from them.
Mac: Overly loud music and general vibe makes them too exhausting to deal with in person.
Sephora: The swarm of employees following you around to pelt me with aggressive canIhelpyous every two minutes keeps my visits rare and brief. I remember when they launched in this country as the revolution in “no annoying customer service”. smh
Macys: Since the private equity retail apocalypse, Macys has around 3 customer service people in the entire store at any given time, and one will be at the makeup counter of a brand I don’t like, who won’t leave it for the brand I need.
To be clear, my ideal of customer service: greet me with a canihelpyou once, then leave me alone, unless I ask for help. No one gets rude, snobby or obsequious.
Most definitely. I have only placed two orders with Flower Beauty and in the first half the palettes arrived broken and took a month to even get them to send replacements. The second one I placed only had three items and they didn’t even ship it for two months, and when I finally got notification one item out of three was out of stock. They didn’t even answer my first four customer service requests for that one.