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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

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Estee Lauder Companies has 170 locations, listed below.

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    Customer Complaints Summary

    • 351 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:11/27/2023

      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.
      Order #: ********** Order Placed: October 26, 2023 Total: $2675.00 Tracking Number: 1ZB794050311135050 hello i bought the cream online,but the order is returned to sender cause i write wrong adderss fisrt i chat with the expert she told me order returned to sender it will refund me in 10 days i wait but didnt get refund the i chat again,there manager said will prosess a research ,but bo reply,and i send email noone reply me ,let me so dispoint today i chat online,the expert is so perfunctory ,also asked me whether to send label to me, she did not seriously check my previous claims i just want get my refund

      Business Response

      Date: 11/29/2023

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

    • Initial Complaint

      Date:11/20/2023

      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 reached out to customer service through chat to correct my shipping address. They mentioned they could only cancel the order. I agreed, but when I tried to reorder, my account was deleted. I couldn't take advantage of the 30% off sale, and I'm frustrated with customer service. I want this issue resolved, and I'm upset about the time wasted.

      Business Response

      Date: 12/04/2023

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

      Customer Answer

      Date: 12/04/2023

      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:11/16/2023

      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.
      November 15th purchased lipglass that had faulty packaging and leaked all over my clothing and passport. In doing some research, this appears to be a well known issue. When asked for an exchange/refund, cashier advised that there was nothing that can be done.

      Business Response

      Date: 11/27/2023

      We have tried multiple attempts to get in contact with the consumer. Please contact us toll free at ************. When calling, please refer to your case reference number: ********. 

    • Initial Complaint

      Date:11/16/2023

      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.
      I had filed a complaint on the phone on or about November 11, 2023 with a representative at Estee Lauder/Clinique about a defective tube of lipstick that I purchased at Boscov's for $23 only a couple of months ago and hardly ever used it. However, when I went to try to use it the last time the lipstick was broken in half. I spoke to a rude customer service representative who said that she would issue me a refund since they discontinued that particular color and there was no other color that was close to that. Then she asked me to send her a photo which I sent two of them of the defective lipstick. I am trying to find out how much they're going to reimburse me for and also if they had gotten the defective lipstick photos. I hadn't gotten any response so I called again this morning November 15th, and spoke to someone who said that I would be hearing back but they did not answer my questions. They are very rude to say the least and are unprofessional.

      Business Response

      Date: 11/16/2023

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

    • Initial Complaint

      Date:11/15/2023

      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.
      Order Number ********** Order Date 06/09/2023 ibought lipstick on MAC website,but they ship me wrong shade i contact them online,expert told me i can return the order to them then i returned the order ,its delivered to MAC 13th last mont,but they didnt refund me before this time i have contact them several time online and i sed several emails too,but everytime they told me refund is processing,why its so long time

      Business Response

      Date: 12/01/2023

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

    • Initial Complaint

      Date:11/15/2023

      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.
      Order #: ********** Order Placed: October 23, 2023 Total: $2675 Status: Shipped ************ Tracking Number: ****************** **********,my order has been returned back to sended last month ,but ***** still didnt return my money banck i contact ***** online chat,expert told me they will research,but noone reply me ,i cant wati more time ,please help me refund

      Business Response

      Date: 11/21/2023

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

    • Initial Complaint

      Date:11/13/2023

      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.
      Order #: ********** Order Placed: October 26, 2023 Total: $2675.00 Tracking Number: ****************** i placed my order online,but i make wrong address when i find the mistake the order has return back to sender 1st this month,but they didnt refund to me i have contact them several time with online chat they just told me the donot take responsbilit with loss or damage,Each customer service attitude is very perfunctory, did not seriously check my order, directly copy and paste the same words sent to me But I never received the package, the package has been returned to their warehouse i cant understand this ,They took my money like bandits, and now I have a credit card bill to pay

      Business Response

      Date: 11/20/2023

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

    • Initial Complaint

      Date:10/24/2023

      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 La Mer US (cremedelamer.com) under the Estee Lauder corporation. - Made purchase of skin care products for the amount of $978.75 on September 29th, 2023. Order number **********.- On the same day, received an email from La Mer stating one of the purchased item is no longer available and won't be shipped. Contacted La Mer right away to cancel the purchase but they refused saying it's already in process. I will have to return the purchase in order to get refund.- Received the package on October 6th, 2023.- On October 7th, 2023, returned the package using La Mer's provided shipping label, dropped off at *** store (tracking number *******************.- On October 17th, 2023, contacted both La Mer and *** as there's no update on the tracking since dropoff. - Both companies refused to take responsibility but referring me to one another. *** said they have a contract with La Mer that La Mer must be the one to initiate an investigation, while La Mer said I need to file a claim directly with ***. This went on for several days with no resolution.- On October 19th, 2023, finally reached someone at *** to open an investigation to the lost package.- On October 24th, 2023, contacted La Mer but they still refused to start the refund process.It's been a month and I still can't get my one thousand dollars back, this is unethical business practice and borderline fraud being committed here. Please help.

      Business Response

      Date: 11/08/2023

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

    • Initial Complaint

      Date:10/20/2023

      Type:Order 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 was recommended by a friend who is also a victim I recharge for a particular amount and the comps will provide a specific amount as income for limited days On October 4:I recharge **** and bought merchandise,to collect 225 everyday for 35 days October 8: I recharged ***** and bought merchandise,to collect **** everyday for 58 days October 17:I recharge 1**** and bought merchandise to collect **** everyday for 20 days October 18: I recharged ***** and bought merchandise to collect ****** for a day October 19: I recharge ***** and bought merchandise to collect ****** for a day My total asset is 8**** and current income is ******* I wanted to withdraw my income but I was unable to yesterday saying theres a risk to my accounts I contacted the customers supporting but no response and also the admin has been ignoring messages since yesterday When I got a response today, I was told to send ****** to my account for the risk to be lifted I know Ive been scammed

      Business Response

      Date: 10/20/2023

      We would like to explain that our products are distributed for sale only at our authorized retail store accounts (including certain direct TV sales), free-standing stores, and e-commerce sites. Products sold to our authorized accounts are genuine Clinique. The website the consumer is referring to is not one of our authorized accounts and we have no control over the merchandise that they sell. Unfortunately, we cannot assist further.

      Customer Answer

      Date: 10/23/2023

      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.

      I guess Ive been scammed 

      Sincerely,

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



       


    • Initial Complaint

      Date:10/19/2023

      Type:Service or Repair 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 with mac about a week ago. They sent me an email about one of my products out of 3 were on backorder. I told them several times to cancel my whole order but this was ignored by several staff via email. If a customer wants to cancel you are supposed to do just that and dont bully them into buying your products whatsoever this is how lawsuits come about. Yall charged me over 40 for 3 products. I only received 2. One transaction is 27 and another is 19 that is pending for the backorder item. When I order these products if you ordered over 40 dollars you get free shipping yall think yall slick charging me the shipping cost now. I want my refund for the backorder item and for shipping. If yall fail to comply I will send this to the *** for fraud and abuse. Btw yall shipped the product against my wishes as I told you all not to.

      Business Response

      Date: 10/20/2023

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

      Customer Answer

      Date: 10/25/2023

      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,

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



       

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