Complaints

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

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• 

  Estee Lauder Companies

  767 Fifth Avenue New York, NY 10153-0023

  
• 

  Estee Lauder Companies

  456 West Broadway New York, NY 10012

  
• 

  Estee Lauder Companies

  110 East 59th Street, 11th Floor New York, NY 10022-1304

  
• 

  Estee Lauder Companies Inc

  7917 W Brookridge Dr Middletown, MD 21769

• 

  Estee Lauder Companies

  2701 Queens Plz N Long Island City, NY 11101-4020

  

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:01/22/2024

  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.

  Order #: ********** Order Placed: November 26, 2023 i have return the items to *****,and they send me email said thet they have refund me the money on 12-23-2023 ******* i have wait almost 1 month still didnt get the money,i pay with ****** ,and i have contact ****** ,****** told me the didnt receive the refund let me contact ***** i have send several email to ***** told they my issue,but *******************/rytime the send me save words refused to help me investigate further so i come ask for help

  Business Response

  Date: 01/30/2024

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

• Initial Complaint

  Date:01/17/2024

  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.

  Hello, I purchased one Bella Vintage Flower Dress and it's beautiful but there was a stain on it. I emailed the company and they replied with a request to provide a photograph, which I did, and I didn't hear back. I emailed three additional times (dates and screenshots available) without a response. My desired resolution is to return the dress, at no cost to me, and receive a full refund. The order number is ********* placef on June 20, 2023. I used email **************************** for the order but I'm now using my primary email for this matter ********************************* I don't intend to convey an adversarial posture I only need to resolve this matter. Thank you for your assistance.

  Business Response

  Date: 01/17/2024

  Regrettably, we do not oversee the Aerin Fashion Line. Kindly contact them directly at ************** (Available Monday - Friday between 10 AM - 5 PM ET excluding holidays.) or you may email them directly at ***************************************

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair 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 December 19 I made online order (#**********) at jomalone.ca for cologne with express 2 business days delivery as I needed it before Christmas. It was sent with regular delivery instead, so I visited their store in ******* and bought exactly the same cologne on December 21 (trans #****). My thought was that it's obvious that business will take online order back as they made a mistake on this order. But when it came on December 27, I contacted customer support again and asked to provide me with shipping label so I can send it back. Instead I was told that I have to pay for shipping because it was my order so it's my problem. As shipping cost is about 30-35% of total amount - I refused it, especially given that was business fail, not mine. I contacted customer support by phone and was told that I can return it in-store. At that point any of two colognes were used. I came to store on December 31 and tried to return that order, but was told that they don't accept returns for online orders. So I asked then for return an order I made in-store. I have receipt from in-store order that states that person with receipt will be given refund to the original payment type, and person without receipt will be given gift card for the same amount. I was refused to make return even though I had receipt that contains my name, and product that was unused. There were many unreasonable (so she got angry) arguments provided by store manager that acted in an extremely arrogant manner. I came back to the store next week on January 7 with two identical unused colognes (one from online store, one from in-store, both official ***************** stores), but employee told me that manager remember my name and refuse any return with words "we are not servicing you at all". Then they called police and accused me in trespassing, which is insane for any solid business. I faced humiliation, embarrassing and accusing in crime because I wanted to return item according to their own return policy.

  Business Response

  Date: 01/16/2024

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

  Customer Answer

  Date: 01/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution (once refund check is came, now I'm waiting for it) is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/12/2024

  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.

  Order #: ********** Order Placed: November 4, 2023 ***** online send me wrong items,so i contact them at fist time ,the online expert said so sorry and i need return the item thye will refund me .later i wiat several day no label send me ,i have send the many email ,then they send me the return label on 7th Dec ,let me wait half a month Then i return the package with the label ,i also see the package was dilivered to ***** on 13th Dec,but ***** holding off on refunds,then i send them email again and again,the reply me said its not the items i placed , i told them it is because I received the wrong product that I returned it,but now they don't admit to sending the wrong,and send the wrong item again to me without any notice ******* handling of the accident was so perfunctory,so i came asking for help refund

  Business Response

  Date: 01/16/2024

  While we appreciate your understanding that the item that was returned, the World of La Mer Advent Calendar, has not been available in our fulfillment center since 2021 and therefore could not have been included in the original shipment.
   
  Our online team has confirmed that the 2021 Advent Calendar has been returned to the shipping address on file via *** with tracking #******************* According to the details provided on the *** website,successful delivery of this package was made to the address from which it was initially sent on 1/5.

• Initial Complaint

  Date:01/11/2024

  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 went to the Mac store in ***********. In December 8,2023. I was color matched and purchased two foundations totaling $84. The cashier rung up my purchase but their printer wasnt working so she told me she cant print a receipt for me but if anything happened, the information is under my account in their system. A week later I went to return both products as the products changed colors on my face and looked mask like. I went to the store and the cashier there told me since I dont have a receipt I can only get store credit I explained the printer situation to her and asked her to check her system for the purchase. She told me that does not count as a receipt so I will not get a refund. I asked her how is it my fault that their printer was not working the day I purchased the products. She remained stoic and said I have no receipt so it will only be store credit. I told her I dont want store credit as I am not even a frequent shopper and dont need anything from the store. I also told her the product didnt match me once I went home and saw it in the mirror. She told me thats why they take extra time to color match. That I should have noticed the difference right away. She said the foundation oxidizes in 20 seconds so its not possible that the foundation didnt suit me. I was upset and left the store with a store credit. I contacted customer care on Macs website and they were of no help. I emailed and called several times explaining the situation. They told me since I returned the products theres nothing they can do. Again I asked them how its my fault for any of this. They told me to contact the store. I contacted the store and they told me to contact customer care. So I am getting pushed back and forth with no resolution. Mac can see my purchase in their system yet refuse to refund my money. I feel that is really bad customer service especially considering I was misinformed by the first cashier. Please help me as I am formally filing a complaint against MAC.

  Business Response

  Date: 01/11/2024

  Consumer has been in contact with our office. The customer has previously returned the merchandise to the *** Retail store and received a store credit. Regrettably, we are currently unable to provide any further adjustments at this juncture.

• Initial Complaint

  Date:01/11/2024

  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.

  Order ********** MAC Cosmetics cancelled two sale items in my order after multiple shipping delays stating low inventory. Now Im on their site and the items are available at a higher cost. False marketing and deception.

  Business Response

  Date: 01/16/2024

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

• Initial Complaint

  Date:01/10/2024

  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 emailed Darphin early Dec ********************************************* early 2023 as part of a set- a water bulb to put in the freezer to use around your eyes for puffiness. I used it a few times over the 10 months I had it and when I emailed this complaint, it had shattered while I was using it near my eye. I was told repeatedly Id hear from them. I sent in photos and was told compliance would be in touch. I received a generic phone call message. When I called back I was routed through the general **************** which had no idea what to do or who to talk to then was disconnected. Case ******** Is what the emails say from Darphin.

  Customer Answer

  Date: 01/10/2024

  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:01/10/2024

  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.

  Dear Better Business Bureau,Hello, I am sending this email in regards 2 a purchase that was defective in 2 different ways. First and foremost I had health issue on my face as I developed a red rash and swelling after using a cream gel on my face. I suffered from this reaction for many days after the product use. Second the jar was less than half way filled upon opening up the jar for the first time application 2 my face. I did email the company regarding this matter requesting as a good gesture a refund. I in no way could apply this product 2 my face any longer as I would have 2 go 2 the Emergency Room as I am allergic 2 one of the Ingredients as my entire face swelled making it difficult 2 breath. Please understand that I suffered tremendously as I was in pain and also experienced an anxiety attack under the circumstances. The product has been gifted 2 me by a relative that has passed soon after making the purchase. I could not locate the purchase receipt under these circumstances which I had explained 2 the Customer Relations Manager. They offered a replacement product or something if equal value. But as I had explained 2 the Representative I did not want 2 put any of their products on my body as I am afraid 2 do so. I was told by the Customer Relations Manager that they would not refund the purchase price even under my circumstances. I then said please I will gladly return the unused portion of the cooling cream gel 1 oz ****** plus tax ********** tax. I asked as a one time good gesture 2 reconsider all I am asking is for a full refund for health reasons. I suffered and I am still as of this day experiencing adverse reactions on my face as I still have swelling around the eye area. I can not accept a replacement as it will not in any way be used. I can not thank you enough for all of your kindness and help in this matter.

  Business Response

  Date: 01/10/2024

  We've engaged with this customer and informed them that, without a sales receipt dated within our specified timeframe, we are unable to facilitate a refund. The consumer interacted with our representative and opted for a La Mer product to be dispatched as an exchange.

  Customer Answer

  Date: 01/12/2024

  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:

  [Your Answer Here]

   I did not in any way or form accept a replacement product I do not want it. I suffered terribly from this product why would I apply it 2 my face and have 2 go 2 the Emergency room with a Lawsuit. No I want a refund this is my body my health please understand my concerns. No this is not resolved. I want a refund not a replacement I made this very clear 2 the company. 

   

   

   

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

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  Date:01/08/2024

  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.

  - Merchant: **************************** - Order Number: ********** - Total Amount Paid: $566.28 - ******** ****** ****************** On November 24, 2023, I placed an order with La Mer (Order #**********) through La Mer's official website for skincare products, amounting to a total of $566.28. This order was mishandled, being inappropriately sent to a pickup point without my consent, and was later returned to the sender in *******, **, **, without my knowledge or agreement. According to the provided *** tracking number ******************* the package was returned to La Mer and received by "*****" on 12/12/2023 at 10:11 A.M.Upon discovering the return of the order, I called La Mer's customer service and was informed that a refund would be processed within 7 business days. Despite this assurance and my subsequent efforts to resolve the matter involving no fewer than 10 separate attempts through their online chat and email services my issue remains unresolved. Each interaction with La Mer's customer service has resulted in either being told to wait or being redirected back and forth between La Mer and ***, without any clear resolution or acknowledgment of responsibility from La Mer.As of today, January 7, ****, despite the order having been marked as returned to the sender nearly a month ago already, I have not received any refund or satisfactory resolution. Throughout this experience, I have faced not only the mishandling of my order and non-receipt of goods but also a failure on La Mers part to provide an effective resolution or clear communication, despite my repeated attempts. I have exhausted all direct avenues of resolution with La Mer and find myself without the products I paid for or a solution.I'm therefore requesting a full refund of $566.28 to my original form of payment. This refund is warranted due to the non-receipt of goods and the mishandling of my order, compounded by La Mer's failure to provide a resolution or effective communication.

  Customer Answer

  Date: 01/09/2024

  Better Business Bureau:
  
  The business in reference to complaint ID ******** issued a refund. This resolution is satisfactory to me and my request of refund for non-receipt of products has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:01/05/2024

  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.

  My name is ***********************, I have ordered a few items from Estee lauder on line Shopping site (************************************************************ ) on 12/06/2023(#**********). Then I noticed that one of my item on the order Gaze At me Skincare set which was $52.50 was charged at $75.00. I have taken snap shot of the computer screen showing the item with its price and my Estee Lauder account which shows the exact price ($52.50) and what was charged ($75). I called Estee lauder customer service ***************) on December 12 at 10:19AM and spoke to a gentleman about the error. he said that I will be refunded $25 that will cover the differences plus taxes ($75-$52.50= $22.50+ taxes= $25). I have called again to Estee lauder customer service on December 12 at ****** to confirm that and I was told that refund is in process. I waited for weeks and there was no refund posted, then I called on Jan 4th at 11:07 AM and inquired about the status of the refund. The lady that I spoke to put me on the hold and then told me that there is no refund and I am charged the $75 which is the item price. I mentioned to her when I bought that item in December it was priced at $52.50 and I have documents to proof which is snap shoot of the computer screen of the item and my account in December showing the item as well as the price. She told me that she does not see it. I open my account and I saw that they have erased the original price and replace it with a new price so that they can justify the charges. I am very disappointed of this company, after confirming to me that they have made a mistake on two occasions and promising me that I will be refunded for overcharge, now no one knows anything about that order and the information of my account on that specific order suddenly erased and new prices are appeared. Outcomes: I would like my money ($25) to be refunded back to me ASAP and I would like an apology! I have all documents for proof and will be provided if I can find a link here!

  Business Response

  Date: 01/16/2024

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

  Customer Answer

  Date: 02/16/2024

  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,
  
  ***********************