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

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

  
• 

  Estee Lauder Companies

  550 Petrolia Ro North York, ON M3J 2W3

• 

  Estee Lauder Companies

  415 West 13th Street, 5th Floor New York, NY 10014-1109

  
• 

  Estee Lauder Companies

  456 West Broadway New York, NY 10012

  

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:12/06/2023

  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.

  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.

• Initial Complaint

  Date:12/06/2023

  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.

  I purchased products from MAC Cosmetics on 11/24/23. I received an email on December 1, 2023 the package would be delivered on December 2. Package never arrived. Then later that evening is stated the package would be delivered December 4. Package never arrived. I called & chatted with MAC numerous ************ have no idea where the package is and told me I was responsible for contacting the shipper they used to find the package. At this point I just want my money refunded to me. Its not my responsibility to **** down a package they shipped.

  Business Response

  Date: 12/11/2023

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

  Customer Answer

  Date: 12/14/2023

  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:12/06/2023

  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.

  1. Date of the transaction: 11/26/2023 2. Order amount: $142.35 3. What was ordered: 2 of limited edition moisture surge 100H auto-replenishing hydrator duo ($106), 2 of cream shaper for eyes ($24), holiday stars gift ($0), free full size - all about eyes 15ml ($0)4. issue: Vendor and Carrier both not taking responsibility for package that was not delivered to correct address 5. Whether or not the business has tried to resolve the problem: Had to call vendor (********) and carrier (********) back and forth, both had advised to call the other party for the resolution 6. Order number from ********: ********** 7. Tracking number from ********: **************** ********s tracking information said the package was successfully delivered, but photo of delivery was not my home. Contacted ******** and they just told me to contact ******** as they have noted the package as delivered to a wrong address. Contacted ********, they told me they would schedule a redelivery of my order. However, I did not received any email notification, and had to call ******** again. When I called, they said the limited edition moisture surge 100H auto-replenishing hydrator duo is no longer available. The agent offered same item in different sizes and she had it approved, but when she has transferred the call to finalize(the call was directed to *******), they said that is not available for me. At this point, I just wanted refund, but the agent (*******) told me that ******** would have to scan the package for return. I had to call ******** again, nothing was done as the original shipment is already noted as delivered to a wrong address. I had to call ******** again to request full refund, and this time they just processed it without even asking anything. I spent hours calling both ******** and ********, and nothing has been resolved for me to get the package and also had hard time even requesting the full refund.

  Business Response

  Date: 12/13/2023

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

  Customer Answer

  Date: 12/21/2023

  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:12/04/2023

  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.

  On 10/31/23 I was sent a return label fro ***** 1***************** - I dropped my item in a *** shipping box. There is no tracking available and *** said to contact you. I tried through phone and chat - it impossible to get an answer or assistance . I just want my refund as promised.

  Business Response

  Date: 12/19/2023

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

• Initial Complaint

  Date:12/04/2023

  Type:Billing 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.

  on 11/26/2023, I placed 2 orders with same amount on *****.com website. Used Payment method - Alipay. I only received 1 order. I got charged 2 times but customer service denied they have two orders and only claim they only had one order. Both payment screen shot has been uploaded.

  Business Response

  Date: 12/19/2023

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

• Initial Complaint

  Date:11/30/2023

  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.

  Ok here I am again with another complaint. I don't think I will be ordering online again with the *** company. I usually go in-store but ths will be my second time and second mess up. I ordered the lip gloss, lip pencil and ***************. So I get an email about this lipstick is on backorder. So Im not getting it. Don't want it y'all! Please refund me this money back. I look at my phone and I see the delivery service they used is Lasership. They lied and said they don't have my address. What kind of mess is this?! I order over a certain amount to avoid shipping cost but to get it free and now the company y'all using talking about they don't have an address? I mean come on. I seriously think this will be my last time shopping online through ***. Something is always on backorder and it seems to me some sneaky stuff is happening with the charges I don't like. Correct my payment and what is shipped and refund me my money for the backorder and DO NOT charge me shipping cost due to no fault of my own. Y'all have to do better.

  Business Response

  Date: 12/04/2023

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

  Customer Answer

  Date: 12/06/2023

  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. They offered free shipping which isn't going to resolve their poor service. Just recommend others to be mindful of their practices 
  
  Sincerely,
  
  **********************
  
  
  
   
  
  

• Initial Complaint

  Date:11/29/2023

  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 am writing this complaint in reference to my Aveda Rewards account which was closed without my knowledge and all of my reward points accrued over more than a decade have been removed. I attempted to log in to my account yesterday to make a purchase and was notified that my reward account has been closed. I had accumulated ****** points and had been saving them up for a specific reward. I tried to reach customer service by phone and chat without luck. I would like my account and points reinstated as I have been a loyal customer to the brand. My member ID/ account # is/was *******.

  Customer Answer

  Date: 12/02/2023

  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:11/29/2023

  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.

  My order #********** was placed on Nov 28th. Within an hour after I placed the order, I contacted customer to cancel the order. The customer service said my order was successfully canceled (conversation attached). However, today I found my order was not canceled and instead was ready to ship. When I contacted Este Lauder, they said the order was processed and they were unable to cancel it for me and they refused to refund. It would be very inconvenient for me to return the the product and I'll have to take the loss.

  Business Response

  Date: 12/04/2023

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

  Customer Answer

  Date: 12/07/2023

  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 business still charged me for the order and requested me to return the order to get a full refund. As I explained, it is inconvenient for me to return the order because I currently am not at the shipping address. That was the reason why I immediately requested a cancellation which was claimed to be processed by the business. I request a full refund without returning the order.

   

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

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

  Business Response

  Date: 12/20/2023

  We've verified that the customer received an email on 12/8, clarifying that there was no need to return the order. On the same date, a complete refund of $79.97 was processed to the original payment method. The timing for credit card refunds varies by bank but typically reflects in the account within **** business days. The customer acknowledged the email and expressed satisfaction with the resolution.

• Initial Complaint

  Date:11/27/2023

  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: September 27, 2023 Total: $955.00 Loyalty Points Earned*: 955 Status: Partially Returned i purchase the fundation on ***** web,after than i fing i purchase wrong shande at that time sevearl fundation r out if stock,so i send them email to cancel the items,they also send me email said that they have cancel the items,But ***** didn't actually cancel my order They sent the foundation in several packages one after another, and I couldn't stop them from sending it by e-mail and on line chat . It was like forcing me to pay the bill at last i return all the order with 3 package ,but the only refund part of my money and i chat with expert,every expert hav same words,the have fully refund,i cant understand,where is my money $665,please help get my refund $665

  Business Response

  Date: 12/05/2023

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

• Initial Complaint

  Date:11/27/2023

  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.

  Date of transaction: 11/21/23 Amount of transaction:Order Number: ********** Delivery noted as delivered. Not received. Contacted customer service and spent what felt like over an hour on messaging with no avail. I've been a loyal customer since 2006 spending THOUSANDS of dollars and the customer service rep advised I had been reshipped items recently on "good faith". For some reason I couldn't save the conversation, but they should be able to provide that to BBB, as it indicates on the privacy part that messages are saved. When I inquired (as I've received 2 orders within the past month) there was no response and told I'd be contacted by a supervisor. Which has not happened. I either want a refund or my items to ship.

  Business Response

  Date: 11/30/2023

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

  Customer Answer

  Date: 12/09/2023

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