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

Estee Lauder Companies

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

Find a Location

Estee Lauder Companies has 170 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

    • 350 total complaints in the last 3 years.
    • 117 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:04/08/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 3/25/24 I placed a large order with Too Faced Cosmetics. After never receiving it, I checked the tracking and it said it was delivered. I called customer support who issued a new file to replace the items I ordered. 2 days later they sent an email saying they will not fulfill my missing order or refund me. Order #I wouldnt order from too face anymore. My large order of makeup was supposedly delivered to my house but I never received it. Customer service said they would replace it, then 2 days later sent an email that they canceled my replacement and I dont get a refund. Order #**********. I just want my makeup

      Business Response

      Date: 04/09/2024

      We have been in touch with this customer to resolve the matter. 

    • Initial Complaint

      Date:04/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Menu of services states spa manicure, charged for a spa manicure, did not receive a spa manicure, only a regular manicure. Called, they stated they don't offer spa manicures but it is listed and I was charged. It also lasted less than one week.

      Business Response

      Date: 04/08/2024

      Please accept our sincere apologies for the challenges you experienced at Aveda Institute *****. At Aveda, we are always concerned when a customer is less than satisfied with any aspect of Aveda products or the service at **************.

      Each and every Aveda customer is valued and appreciated, and your comments and experiences are the most valuable sources of information we have. As this is an independently owned location, we cannot mandate their business practices. We suggest contacting the school manager/director directly regarding your experience. We are sure they would appreciate your bringing this to their attention.

    • Initial Complaint

      Date:03/21/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Subject: Inconsistent Batch Codes on Recent Purchase at ******************** Store Hi,I am writing to address an issue regarding a purchase I made at the **************** Store which located in ******************************** on March 13th. During my visit, I bought five bottles of perfume, three of which were ROSE TONNERRE ASSEMBLED perfume. However, upon opening the packaging at home, I discovered that the production batch numbers on the bottom of the three bottles of ROSE TONNERRE ASSEMBLED perfume did not match the batch number on the packaging box. This inconsistency has left me feeling confused and concerned about the authenticity and quality of the products.The batch number on the packaging box is AB1 *****, whereas the production batch number on the bottom of the bottles is AB1 *****. I have attached my purchase receipt for your reference.I attempted to seek clarification and a resolution by submitting a case on ******************** Store's website but received the following response: "We are very sorry to hear about your experience. Sadly, we are only able to assist you regarding online orders. For store assistance or feedback please reach out to your local store or call our stores customer service line: **************." Unfortunately, upon calling the provided number, I was unable to reach anyone.I kindly request your assistance in resolving the batch number discrepancy and ensuring the authenticity and quality of the product I purchased. Thank you very much for your prompt attention to this matter.Sincerely, ***********

      Business Response

      Date: 03/22/2024

      We have been in touch with this customer to resolve the matter. 

    • Initial Complaint

      Date:03/18/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      Several weeks ago I made an order at Este Lauder website. After I finished, an order was offered 100$ gift card reward for filling out a survey. Turns out my gift card was a 4 magazines subscription. I contacted Este Lauder two weeks ago and they told me that my subscription was cancelled. But I keep getting these magazines, already got 6 of them (and I contacted Este Lauder customer support immediately after I got the first one). So, today I contacted Este Lauder again and turns out, that they lied to me and they cant cancel the subscription. They advised me to contact the Bizrate survey company directly. It turns out that they are not going to correct their mistake. When I asked who would pay for all these magazines that I didnt order and generally canceled, Este Lauder didnt answer me. I believe they expect me to have to pay for it.They are also trying to absolve themselves of all responsibility by claiming that I filled out this survey on the Bizrate website, and not on the Estee Lauder website. However, I took the survey on the Estee Lauder website after completing the order. It is clear that these two companies are partners and work together. This means they deliberately deceive clients and scam them out of money.

      Business Response

      Date: 03/21/2024

      We have been in touch with this customer to resolve the matter.

      Customer Answer

      Date: 03/25/2024

      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:

      The customer support promised to help, but so far there is no news from them. The problem is still not resolved. 

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 04/02/2024

      We can confirm that we have been in touch with this customer and are waiting for additional details regarding the subscriptions. 

    • Initial Complaint

      Date:03/07/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 of $158.47 during the most recent Estee Lauder promotion sale. Order number is **********. Upon receiving my order, I found the 4 pieces of advanced night repair masks were missing. I contacted customer service immediately and was told they will ship this missing item separately. I will not receive order confirmation but will receive tracking once it is shipped. i waited for more than 2 weeks and did not receive either shipping email or the replacement. At the 1 week **** I contacted customer service again and was told the order volume is too high, they are still processing?? Tonight is the 3rd time I talk to CS and SURPRISINGLY I got another different answer: looks like your replacement order was lost in transit. This is laughable if not unbelievable. Nobody even bothered to notify me re this lost in transit and if you are already aware, why not take any actions? Worst customer service.

      Business Response

      Date: 03/08/2024

      We have been in touch with this customer to resolve the matter. 

    • Initial Complaint

      Date:02/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Upon purchasing my Clinique order on Sunday, 2-11-24, it stated I would be sent a LovePop sampler bag, since my purchase totaled at least $75. I did get a 25% off discount on my two items, however that was a Valentines day sale across the board, however now I am being told because I got the 25% off, that I did not qualify for the free bag? I absolutely qualified for it and it even was on my order page after I paid! The website would not have added it to the page if I did not qualify. I am requesting the sampler bag be sent to me or some other discount, as this is false advertisment.

      Business Response

      Date: 02/20/2024

      We have been in touch with this customer to resolve the matter.

    • Initial Complaint

      Date:02/14/2024

      Type:Product Issues
      Status:
      Answered
      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 shows delivered in ************, ** **. But i am from ***********. I have attached screenshot of *** website and Proof of delivery from *** website. I want my money back from them.

      Business Response

      Date: 02/14/2024

      We have been in touch with this customer to resolve the matter

    • Initial Complaint

      Date:02/08/2024

      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.
      On 2-5-24 @ 3:19 PM I purchased 2 Bobbi Brown Long-Wear Cream Shadow Sticks at the **********, ** store: one was Sun ***** the other was Cinnamon. The total for the 2 eyeshadow sticks was $34.98 and I paid by Credit Card.I tried the products the next day 2-6-24, the shadow sticks made my eyes water and turn bloodshot. I believe Shadow Sticks may be past their expiration date and had bacteria grew in them. I went to the store promptly today 2-7-24 was in the store at 2:30. Explained what happened with my eyes yesterday. Was told no returns, so I asked for a merchandise credit to get something else because of the tainted product. Was very rudely told no. I asked to speak with the Manager and was told she was the manager. I said surely there must be something she could do, she advised no. So I advised I would contact the BBB. The manager had nothing more to say so I left the store.I would like a refund for the 2 eye shadow sticks.

      Business Response

      Date: 02/08/2024

      We have been in touch with this customer to resolve the matter.

      Customer Answer

      Date: 02/08/2024

      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:02/02/2024

      Type:Product Issues
      Status:
      Answered
      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 sent the package back. It has been a long time, but I still haven't received the refund. I didn't agree to give me a refund right away even when contacted by email. I hope you can help me get a refund. Thank you.Este Lauder Order #********** This is the delivery number I sent back:******************

      Business Response

      Date: 02/06/2024

      We have been in touch with this customer to resolve the matter.

    • Initial Complaint

      Date:01/29/2024

      Type:Product Issues
      Status:
      Answered
      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 an aveda pure privilege card holder since the program was released. I have emailed Aveda several times to get help because they have not sent my birthday certificates for a few years now (when its an included part of the program I paid $10 for). They emailed that they would send my birthday gift but they never sent it and I never received my birthday certificate for double points and a free oil in the mail. I have emailed them several times since and they have not responded. While waiting for them to respond they not only cancelled my pure privilege card (that I paid for) but they also took away many points that *** accrued over the years.

      Business Response

      Date: 01/30/2024

      We have been in touch with this customer to resolve the matter.

    Estee Lauder Companies is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

    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.