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.
    • 115 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:12/18/2023

      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.
      On November 26, 2023 I purchased cosmetics from the online Too Faced website. The order number was **********. A confirmation email was sent and I was told my product would ship within one to two days. On December 2, 2023 I was sent an email stating that my order was processing and that I would receive a tracking number. I did not receive an email and contacted the company using their Live Chat feature. I was told a label had been created, but the item was not picked up for shipping. The tracking number I was provided by the agent was **** *******************  It is now December 17, 2023 and the tracking is still showing as label created, but that it has not been picked up by the carrier. I have asked for the order to be cancelled by another Live Agent (**************). She has told me that I have to wait for the item to be delivered and that she can not refund my money. Given that their appears to be an error with the delivery of the purchase, I just want to cancel the order and get my refund.

      Business Response

      Date: 12/19/2023

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

    • Initial Complaint

      Date:12/18/2023

      Type:Delivery 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.
      I bought stuff from Estee Lauder on Nov. 23 for Christmas and New Years gift (order No. **********). I received an email saying that the order has been shipped on Nov. 27th and the status turned to "Delivered" the following day (28th). However, the fact is that I have never received the package. I have contacted Estee Lauder for more than SIX times, each waiting from 20 to 2 hours, and each time the agent told me that "we have escalated this issue for you and you will receive an email/phone call to resolve this in 24 to 48 hours" ( I have attached the transcript from the latest three times since I got fed up with going back and forth). However I have received NOTHING and it has been about three weeks since this issue started. This is absolutely unacceptable. Last year my partner has similar issue with the order not been actually delivered. Since I am not able to wait any longer because some of the stuff that I bought is for Christmas, I have to file this complaint via BBB to get this resolved. I hope Estee Lauder could resolve this issue by reship the order since I do need this for Christmas and I cannot afford to get refund and purchase other items.

      Business Response

      Date: 01/03/2024

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

      Customer Answer

      Date: 01/03/2024

      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:12/13/2023

      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.
      I've brought some Estee Lauder's products on 11/26/2023, and the order number is **********. They cost me $282.84. It showed the package delivered on 12/4/2023, but I didn't receive it. I tried to contact their collaborated delivery company, but they said this package was "delivered to unsecured area; unreceived by customer". Then I continued to contact *******************************************'s staff online, they said they will respond to me in ***** hours, but they didn't (the reference number is *********). I want Estee Lauder to ****** or refund me as soon as possible.

      Business Response

      Date: 12/19/2023

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

    • Initial Complaint

      Date:12/13/2023

      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.
      I placed an order November 29th for 2 items that were backordered at the time. I received an email December 11th that the order was canceled because they were no longer available. I went to the maccosmetics website where the items were shown as in stock. I spent almost an hour on the chat with an agent that didn't seem to comprehend anything I was saying. I then called and spoke with an agent that informed me that I could reorder the items and then call back in about an hour and get the price adjusted. I reordered the items. I, then, called back and spoke with a different agent who told me there was no way the price could be adjusted and that the email I received saying the items were no longer available was incorrect. I would like the items I ordered at the price I ordered them. The original order number is **********.

      Customer Answer

      Date: 12/13/2023

      Name is updated

      Customer Answer

      Date: 12/13/2023

      ***** if its not showing in the correct name above again.

      Business Response

      Date: 12/19/2023

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

    • Initial Complaint

      Date:12/12/2023

      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 purchased face wash online from Clinique order #**********. I did not like it, especially when wearing makeup it did not remove my mascara. I returned the order using the return label provided by the company. I received an email several days ago from Clinique that they had received my return and would issue a credit in 2 days. Well, that time has come and gone and no refund. I have called customer service 3 times today, waited on hold for a supervisor for over 30 minutes, did an online chart with All ************************ and received conflicting information from all 4 employees. I specifically asked why I received the email stating a refund would be processed in 2 days when that clearly is not the case? The only advice I received was its a busy time of year, I get that, but if thats the reasoning then update your email to reflect the process. I am due a refund of $56.40 if I do not receive it this week I am contacting my credit card company. Tracking for return ******************

      Business Response

      Date: 12/19/2023

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

    • Initial Complaint

      Date:12/11/2023

      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.
      This complaint is against MAC cosmetice under the Estee Lauder corporation Order Number **********Order Date 2023/09/06 mac ship me wrong shade of my lipstick,i have retuened the package ,the package diliverd to them 6th last month now i has been one month,i didnt get my refund ,and no reply please help refund my order thanks

      Business Response

      Date: 12/12/2023

      We can confirm that we have been in touch with this customer and are waiting for details regarding their return. 

    • Initial Complaint

      Date:12/11/2023

      Type:Delivery 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.
      I placed an order on Origins.com on November 12th, 2023 for multiple items. The company took my payment and the product was shipped. On November 15th the package arrived in ******** but did not move. I filed a claim with *** for a lost package on November 21st. I then contacted the company via chat on the 21st and they said they would do a zero charge re-ship of my items and assured me I would receive my order. The order number was ********** for $136.89. Days later I received a *** 2day air 1 item from my order, which was one of the free items I was awarded because of my purchase price. On November 28th I contacted origins again in regards to the rest of my items not being recieved. They assured me again I would get my package are were unable to do a refund for the items. Since November 21st, it still shows the 2.6lbs package (the rest of my order) is still ready for pick up and has not shipped. It is now December 8th. Just shy of 1 month since they took my payment and I don't have my items. I called them today and they can see the shipments, assured me I would get them and they are sitting in the warehouse. They would not issue me a refund or get my shipment expedited or any credits due to the delay. They blamed it on black friday and holiday shipping, however I ordered it long before on November 12th. *** closed my claim for lost package on dec 8th stating it was not found and to contact the Company to resolve. They have not offered me any assistance in resolving this matter. It seems this company is selling products they don't have or something. Take my money and run with no estimated time of arrival. The lack of them not even being able to cancel my order or give me a refund for what I paid is disgusting!! With contacting them 4 times and getting nowhere, I decided to contact you to see if you can help expedite my order through this business either for items or the refund. Thanks!!

      Business Response

      Date: 12/22/2023

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

      Customer Answer

      Date: 01/04/2024

      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:12/11/2023

      Type:Customer Service 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.
      I returned the full holiday skincare set worth $100 to Estee Lauder. They emailed on Nov 30they saying they have received and will issue me a refund. Six days later I have no refund however they emailed saying they're only refunding me $21. I attempted to xall their customer service line which keeps routing me back to the main "press 1 for US orders" and I can't get past that. I attempted twice chatting with their customer service app and they're giving me the run around as to why I am not being refunded. This company is lying and not giving me my full refund nor responding in a professional manner. Just need my refund of $100.

      Customer Answer

      Date: 12/12/2023

      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:12/11/2023

      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.
      This complaint is against La Mer US (cremedelamer.com) under the Estee Lauder i place my order ********** during the Black Friday event,689/2000 As soon as I placed an order, the promotion on their website was upgraded. An extra bottle of 125ml lotion could be included in the order. I called customer service at that time, and the customer service refused to help me increase the promotion, i thought that if I placed my order one day earlier, I would receive my package one day earlier. I didn't insist on this gift. At that time, my order was very slow in shipping. After receiving the package, I found that they had left out a $900 package for me, i contacted the online customer service, and he said that he would help me confirm it with the warehouse. Later, when I contacted them again, they refused to admit it, saying that my address and records of my previous contact with them could not be found, say I want to get a refund, I have to return the goods, I looked at my order inside the EASYRETURN, show is shipped, can also produce label, but I did not receive this set, how can I return? The Black Friday shopping experience was a real disappointment. All I saw on social media were comments they'd missed. was a company this big so sloppy? I hope BBB can help me refund, I do not want to use their company's products

      Business Response

      Date: 12/13/2023

      In reviewing, we verified that this order was shipped in full via *** (Tracking #****************** ). It was delivered and is confirmed as having been delivered to the receiving area on 11/29/2023 at 10:10AM. 

      As noted on our website, **************************************************************************************, we are not responsible for damage, defect, or loss that occurs to goods delivered to a forwarding company.

      Estee Lauder is not responsible for providing a replacement or refund for any goods delivered to a forwarding company. Once a package is received by a forwarding company, it is the responsibility of the forwarding company.

    • Initial Complaint

      Date:12/06/2023

      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.
      Dear BBB,I hope this finds you well. I redeemed my **** Waves ********* points on cremedelamer.com for The eye concentrate (full size 15 mL, value 270) along with my last order: #**********. However, it didnt show on my last order and I didnt received the product either. I have contacted with La mer customer services few times, and they mailed me a simple size eye concentrate 5 mL. I called their customer services got disconnected, I emailed them again and didnt receive any responses. Im very disappointed with La Mers customer service and also upset with the fact that I lost my **** Points. Im hope that BBB can help me resolve this issue as always. Let me know if you have any questions please. I appreciated for what you do and happy holidays!Sincerely,*****

      Business Response

      Date: 12/19/2023

      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.