Business Profile

Cosmetics Sales

Estee Lauder Companies

Headquarters

Complaints

This profile includes complaints for Estee Lauder Companies's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

350 total complaints in the last 3 years.
118 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.

Initial Complaint
Date:06/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore 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 a bundle deal off TikTok for $24 and some change. Order showed placed for a few hours and then showed order packing for 2 full days. At the end of the 2nd day going on almost 3 it was canceled as out of stock. I continued to watch the website for 24hrs and it still never showed that it was out of stock . At 24hrs I finally saw a 9 in stock /low stock so I reordered the same bundle. Almost two days later it was canceled. But both transaction funds were still pending and withdrawn . Ive tried reaching out to their phone cs because TikTok cs would not return messages. which they did not want to be bothered. Ive sent probably 9-10 messages and no one has gotten back to me . Super inconvenient and a turn off from ever wanting to shop with this brand
Business Response
Date: 06/30/2025
We have been in touch with this consumer.
Initial Complaint
Date:06/16/2025
Type:Sales and Advertising 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.
Misleading Promotion and Unprofessional Treatment at The Cosmetics Company Store ********, ** Complaint:On 2025 Jun 15, I visited The Cosmetics Company Store in ********, ** to shop their Six for $60 promotion, which clearly advertised makeup and primer products as part of the deal. Inside the store, I selected an item placed directly under a makeup sign and next to a promotion signage, assumingreasonablythat it was included in the promotion.When I brought the item to the cashier, I was abruptly told it did not qualify. When I asked for clarification due to the misleading signage, the staff member became hostile and confrontational. Rather than offering a respectful explanation, she raised her voice, insulted my intelligence by saying I lacked common sense, and blamed me for the mistake. She even refused to check out my items, walked away to the back of the store, and left me standing there without resolution.She refused to provide her name and sarcastically asked if I was going to leave her a bad review which I believe highlights her awareness that her behavior was **************** make matters worse, the checkout process dragged on for over 15 minutes due to her unwillingness to assist and her impatient attitude. What should have been a simple transaction turned into a humiliating and stressful experience.I believe this incident involves false or misleading advertising, as the item in question was placed under a clearly marked promotional sign. The situation was made much worse by the staff members unprofessional conduct.I am submitting this complaint to request the following:Acknowledgment of the misleading in-store signage.Clear corrective action to prevent similar issues in the future.Steps taken to address and improve employee conduct and training.Customers should not be misled by inaccurate signage or subjected to hostile treatment for asking a reasonable question.Thank you for your attention to this matter.
Business Response
Date: 06/17/2025
We have been in touch with this consumer.
Initial Complaint
Date:06/12/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore 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 been a loyal customer for 5 years at the cosmetic company store at the ************** in ********* ** but not anymore. You are Selling expired Clinique DD face gel!! I have shopped there for 5 years and wont be going back. New assistant manger purposefully sold expiring products via online sale. I asked to return or exchange for fresher ones while picking up my phone order and Harbie, the new assistant manger, refused and told me she doesnt need a customer like me. She is out of control and I am out $873.12 in expired cosmetics. Their corporate consumer care line ************ will not help you, they send you to online sales then they will send you back to consumer care in one big circle. The Cosmetics Company Store is an Este Lauder company. Este Lauder you owe me $873.12 and shame on you and how you care for your customers. 40 bottles of Dramatically Different Gel 4.2 oz at their regular price ( not their last chance sales price)Case #******** ******** hung up on me 6/4/2025 and ******** cursed at me on the phone actually said F*** on 6/12/2025 so unprofessional and insulting.
Business Response
Date: 06/17/2025
We have been in touch with this consumer.
Initial Complaint
Date:06/11/2025
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.
On 06/01/2025, an order in the amount of $97.75, when the order did not arrive as indicated, I contacted **** and was told the package was returned to Estee Lauder due to "service disruption occurred".I never received notification from Estee Lauder or **** I used a discount code I earned in the rewards program and was told that in order to get this back, I needed to place an order, pay full price, then the discount would be refunded. This is ridiculous! When I called customer service, all they did was apologize but no resolution was given. When I asked for a supervisor or manager to return my call or email, as of today, no call or email has been received.
Customer Answer
Date: 06/19/2025
Better Business Bureau:
Although it took me filing a complaint to get a response,
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:06/09/2025
Type:Sales and Advertising 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 shopped at The Cosmetics Store Outlet in ************, **. I saw Clinique products on sale on the counter. This is an outlet store where generally items are priced lower than normal. I asked the sales person/manager what the shelf life was on the Clinique face lotions. She told me three years and opened ******************************* at least 6 months, I bought three. When I got home, I noticed the expiration date, which I could hardly read without a light and reading glasses that the product was already way past its life and expires on July 20, 2025! She outright lied to me. Not only that she did mention it was a gel but she did not mention that it was for oily skin only. I have been purchasing Clinique face creams/lotions/gels for dry skin for 40 years. This is terrible customer service. I also did not know it was a final sale until I saw the stamp on the receipt, which would have been Ok if it wasn't already so old and lasted for 3 years unopened with an open shelf life of 12 mo as she promised me. I went back to complain and she was extremely rude and refused to do anything about it. I will not use expired merchandise and this product should have been thrown out _ I would not want it for 5 cents. I would rather pay full price for a product that does last 3 years. There should also be a sign stating the products are final sale or the manager should say so prior to purchase and sales people should be kind, considerate and have product knowledge.
Business Response
Date: 06/10/2025
We have been in touch with this consumer.
Customer Answer
Date: 06/16/2025
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.
They were very professional about the situation and took care of the problem right away. i will continue to purchase their products.
Sincerely,

***** ********
Initial Complaint
Date:05/22/2025
Type:Customer Service 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.
********** is my order number. i purchased several items on ************************** and when it arrived the box was wet with spilled liquids, most of the items not even in the box and the couple left in the box were spilled all out. i got on there live chat and was told that i would be refunded right away, 3 weeks have gone by and i am am still not refunded. i went on chat 3 more times, and they keep saying i will be refunded, so far i still have not been refunded bakc to my credit cardI piad $269.21 that I am requesting be refunded
Business Response
Date: 05/27/2025
We have been in touch with this consumer.
Customer Answer
Date: 05/27/2025
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:05/21/2025
Type:Product Issues
Status:
AnsweredMore 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.
****************,my order i bought 2 eye cream,but i receive wrong eye cream in tje pacakge they send to me i contact them at first time , the online agent said will reship the right eye cream to me,but i have wait from last week,didnt get any reply,i have ask them several time,wvery yime give me same word takes 1-2 business days to process and 3-5 business days to be shipped
Business Response
Date: 06/02/2025
We have been in touch with this consumer.
Initial Complaint
Date:05/18/2025
Type:Delivery Issues
Status:
AnsweredMore 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 ******* official website on 04/19/2025, which included a promotional offer for a 30ml (1oz) facial oil. This was clearly stated in my order confirmation, which I have saved. However, when the package arrived, I received only a 5ml (0.17oz) sample size of the oil not the 30ml item that was advertised and confirmed.I contacted ****** customer service immediately. They claimed it was a website glitch and refused to send the full-size item. I informed them that this is misleading advertising essentially a bait-and-switch and that I am not responsible for internal errors on their end. After escalating the case, a manager eventually responded and offered to send me six 5ml samples, stating it would equal the 30ml total. This is not a good-faith resolution. A bundle of sample-sized containers is not the same as receiving the advertised full-size product in terms of value, packaging, or customer experience. This feels like a deceptive workaround and not a proper resolution. I am requesting that ****** send the original 30ml full-size facial oil as confirmed in my order.I expect companies, especially premium brands like ******, to honor their promotions and treat customers with integrity.
Business Response
Date: 05/19/2025
We have been in touch with this consumer. While no sample size was advertised in the email or on the website, we offered a goodwill resolution by sending six samples to match the 1 oz. quantity.

Despite this, the customer remains dissatisfied. We've informed them they are welcome to return the full order and samples for a refund.
Customer Answer
Date: 05/19/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The items from my order have been opened and used, and therefore are not in a returnable condition. The promotional item a 30ml facial oil was clearly listed in my order confirmation, and it influenced my purchase decision. La Mer has acknowledged the discrepancy but has failed to provide the full-size product that was advertised and confirmed.

Offering six sample vials as a substitute is not equivalent to delivering the actual full-size item, and suggesting that I return used products as the only resolution places the burden of their mistake on me.

If La Mer is unable or unwilling to fulfill the original promotion, I am requesting a clear explanation as to why I the customer should bear the cost and inconvenience of their advertising error.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

****** ***

Business Response
Date: 05/30/2025
As we've communicated in previous emails, our position remains unchanged.

We have been in contact with the customer and, although no sample size was specified in the email or on the website, we offered a goodwill resolution by sending six samples to approximate the 1 oz. quantity.

Despite this effort, the customer remains dissatisfied. We have informed them that they are welcome to return both the full order and the samples for a refund.

At this point, there is nothing further we can do to resolve the matter.
Customer Answer
Date: 06/01/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The product is not in a returnable condition. Unless you agree to accept the return with no conditions

Kindly clarify why I should be held responsible for a mistake on your part.

THIS IS WHAT I AM ASKING NOW.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

****** ***
Initial Complaint
Date:05/18/2025
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.
I purchased an order in La mer official website on Nov 29 2024. But I do not get my product, except a sample. This order cost $670.50. The tracking number also shows that the product never delivered. I chat to La mer three times. The first time is on Dec 17 2024, and they let me wait, and the second time is on Feb 2, 2025. They said they will resend the product, and I will get a new tracking number. But I do not get any new email or package. And I talk to them May 18 2025. La mer said they can not help anything after 30 days of the delivery. I request to refund my money now.
Business Response
Date: 05/19/2025
We have been in touch with this consumer.
Customer Answer
Date: 05/21/2025
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:05/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore 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 the order (#**********) on Apr 25. The order total is $95.34. On 05/10, the delivery status showed it has been returned to sender, without notifying me in advance! *** said they attempted to deliver twice but failed. However, they never called me or provided me the option to pick up at store. I contacted Estee Lauder customer service on 05/11, and the ***** promised I can get a reshipment and made a note for me that I need a reshipment. However, when I contacted them again on 05/14, other *****s denied the reshipment and told me the only way is to refund and then re-order. However, when I placed the order, the items were 40% off, and now they are back to the original price. Agents refused to give me a price match if I re-order. And they said there is nothing they can do if I have to pay more for the same items. It is not my fault that the delivery could not be made, and I was promised by the first ***** that I can get a reshipment, my ask is to reship the items to me.
Business Response
Date: 05/19/2025
We have been in touch with this consumer.
Customer Answer
Date: 05/20/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
It has been more than a week since my order is returned back to sender, but I still did not receive the refund.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** **

Business Response
Date: 06/09/2025
We have been in touch with this consumer.

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