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 has 170 locations, listed below.

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• 

  Estee Lauder Companies

  767 Fifth Avenue New York, NY 10153-0023

  
• 

  Estee Lauder Companies

  130 Prince Street New York, NY 10012

  
• 

  Estee Lauder Companies

  8705 Factory Shops Blvd Jeffersonville, OH 43128

• 

  The Cosmetics Company Store

  10600 Quil Ceda Blvd 652 Marysville, WA 98271-8096

• 

  Estee Lauder Companies

  3333 Bristol St, Ste #2017 Costa Mesa, CA 92626

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:07/20/2023

  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.

  I have their travel hair and body set. I tried the body gel wash and it caused my skin to break out in a horrible rash. My teenage daughter had used the lotion and it caused a rash with red raised bumps. This product is defective and contains an unsafe chemical or element. I emailed their concierge email twice and no response at all.

  Business Response

  Date: 07/25/2023

  We have been in touch with this consumer via phone and email. We have requested additional documentation from the consumer in order to give the matter our appropriate attention.

  Customer Answer

  Date: 07/25/2023

  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]

   They have asked me questions about my complaint and the products used but they have not offered or issued a remedy for their product which is defective and caused physical symptoms. There will be resolution when there is complete communication as to what can be done. Simply asking questions and not resolving the issue isnt enough  thank you 

   

   

   

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

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

  Business Response

  Date: 08/18/2023

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

  We arranged to have a  reimbursement check sent to the consumer via mail. The check will arrive in approximately three weeks as indicated in our email to the consumer on 7/31/2023.

• Initial Complaint

  Date:06/20/2023

  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 Number: C************* Order Date: May 24, 2023 When I placed the order, I said to cancel the order, they didn't cancel it, it was shipped directly, I said that the address change could not be received, and I asked them to recall the package halfway, and they also ignored it and asked for a refund

  Business Response

  Date: 06/21/2023

  We were unable to locate an order for any Brands under the Este Lauder Companies with order number #***************
  
  It appears this order may have been placed through a retail partner or via a website that is not managed by the Este Lauder Companies, and the customer should work through the merchant directly for further assistance.
  
  If the order was placed directly via an Este Lauder Companies e-commerce site, we ask that the customer please verify the order number.

• Initial Complaint

  Date:06/20/2023

  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.

  06/05 order :************** In this way, I placed an order two weeks ago and forgot to redeem points, and found customer service and said to help redeem products for me, but I have not received emails and products until now, and this problem has not been dealt with during the online and customer service feedback. All the chat records are saved, I wonder if the current companies do not abide by the credit, are they all scam companies, it is really a loss of trust in you

  Business Response

  Date: 07/10/2023

  Estee Lauder has been in touch with this customer to assist in the matter.

  We can confirm that two (2) Micro Essence products were delivered on 7/7/23.

   We explained that all loyalty items must be redeemed at the time of purchase. 

   In addition, we advised that should the customer experience further issues placing an order with loyalty items, to call us toll free at ************. 

• Initial Complaint

  Date:06/13/2023

  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.

  The date of the transaction was December 27 2022 around 1 PM in *******************, **. This was located at the ******************* shopping center at ***********************, *** counter. I went into Dillards to purchase foundation from the *** company and was greeted by the Mac manager and I was inquiring about purchasing foundation. The manager was not in a good mood and became irritated when I asked if the store was undergoing renovations because I had seen that there was barely any product on the shelves. I am a routine *** customer and I have been not only purchasing products for over twenty years but I have been routinely purchasing products and getting my make up done by *** in my home location of ********, ** for three years. (I am a local public figure in *******). The store manager did my makeup to check the color and I proceeded to try to lighten things up by having conversation and letting her know what I do in the community in ** and how the ladies at *** have been a huge supporter of myself and my work. Then, another woman entered the area and asked the same question that I had asked "Are you guys renovating" and the manager was irritated again and responded with "No, why does everyone keep asking that" The question was valid because there were barely any products on the floor and the back was very empty and that is not normal for mac. I was able to finish getting my makeup done by the manager and she did not do a good job and the foundation did not match but I did not want to continue. I purchased the foundation and left. The next day I began breaking out with small bumps on my forehead and on the rim of my nose. The breakouts has only gotten worse since December and I have purchased products and been to the doctor and we are working diligently to try to combat this issue but it is not looking good as things are getting worse with my face. I still shop at *** in ******* and the team has guided me to reach out to Este Lauder and get them involved to solve this issue.

  Business Response

  Date: 06/20/2023

  MAC has been in touch with this customer to assist in the matter.

  We can confirm that we assured the customer that all her comments and feedback have been documented, and will be shared with appropriate internal teams.

   As a gesture of goodwill, we offered this customer a few MAC products with our compliments. We are currently awaiting her reply with the product selection. 

  Customer Answer

  Date: 06/20/2023

  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:

   

  free product does not resolve the issue in which I am experiencing a major facial outbreak after visiting a Mac store and having my makeup done at a counter in Dillards  

   

  please advise as to next steps of solution.

   

   

   

   

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

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

  Customer Answer

  Date: 08/01/2023

  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:

  The business is not taking my concerns seriously. This is a matter of medical at this point and these concerns are serious. As anyone is aware, Doctor ************ cost, getting ************ take time, retrieving the diagnosis or prognosis of a medical concern, equally takes time. Yet, in the meantime there are other things the company can be doing to take the proper steps in making sure their customers is receiving a high level of care on both ends  

  Im doing my part in enduring the side effects of this matter and seeing doctors. I need a level of care and active concern on their part. 
  

   

   

   

   

   

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

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

  Business Response

  Date: 08/02/2023

  We have been in contact with this consumer via email and telephone numerous times. We have requested additional documentation from the consumer in order to give the matter our appropriate attention. We are awaiting response from the consumer. 

• Initial Complaint

  Date:06/07/2023

  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.

  Hi Estee Lauder/*************** fragrances - I'm hoping that you're able to help with a damaged/defective product purchased today from the Cosmetics Company Store in ********, **?I purchase from the *** quite often (a few times per month) and generally have a very good experience. I have several hundred bottles of fragrance/perfume and I know the *************** brand comes at a 'premium price'. One of the bottles I purchased today, Rose ******** 50ml, is unfortunately leaking upon opening it. The bottle seems to be leaking near the atomizer (I tried drying it up, but it still leaks after sitting for about 30 minutes). The other bottle I purchased today, ************** seems to be fine. Both bottles were new/sealed and purchased just a few hours ago. I was previously told that 'all sales are final' and to go through the Estee Lauder company directly for any customer service issues. The ********, ** store is also about 1 hour away from me (each way), so it's a bit of a drive even if they were able to help there. The closer store (*** ******, **) does not seem to have Rose ******** in stock either.I'm happy to mail the defective bottle back if you're able to swap it, or if there are any other options?I've attached my receipt with the purchase if you're able to locate it using that? Any help is much appreciated. Thank you!

  Business Response

  Date: 06/08/2023

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

  All **************** Store products are sold on an as-is basis, and all sales are final. 

  However, we arranged to send this customer a replacement product, as a gesture of goodwill. We also advised to allow approximately three weeks for delivery.

• Initial Complaint

  Date:05/19/2023

  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.

  On May 4, 2023 there was a fraudulent charge on my Clinique online account of $115.56. I called and spoke with someone (****** - customer care specialist) on May 5, 2023. She confirmed that this charge was an order that was sent to someone (other than me) to an address outside of my state. She would not give me any other information but confirmed it was not my charge. I was assured I would be refunded this amount in **** business days. I called back on May 17, 2023 and was told the orders had been cancelled but no refund issued. There were apparently 2 orders for this same amount. I was told I would have a return call and have not received any communication as of today, 5/19/23. I need to get my money back. Can you please assist. The number I have called is ************ but have been transferred to different people each time.

  Business Response

  Date: 05/23/2023

  Clinique has been in touch with this customer. 

  Unfortunately, the customer was incorrectly informed that ********************** could issue a credit for the fraudulent order. She should have been advised to file a chargeback with her bank to recoup her funds. 

  In light of the misinformation and failure to provide a follow-up with an update, we have issued a refund for the unauthorized purchase.

  As she is a long-standing customer, we also extended a gift as a gesture of regret. We are awaiting her response with the product selection.

  Customer Answer

  Date: 05/23/2023

  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.
  
  Sincerely,
  
  *************************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/19/2023

  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 4/28/2023 purchased a 100ml bottle of Grey Vetiver Parfum from this company on their website. Order number *************. The purchase price is $235 minus shipping and handling the total was $250+. When it arrived for lack of a better word i found the smell to be horrid. I immediately reached out via their customer service number. I asked if i could just swap for a fragrance i use and was told thats not allowed it needs to be returned and a credit issued. I was assured it wasnt an issue as long as I returned everything in the original packaging. I repacked and shipped back the same day all packaging included. 4-5 days later i receive notifications from *** that something was on the way back to me. I call the same service line and ** told that the representative whom i spoke to was mistaken and the item cant be returned. This doesnt seem to add up. I spoke with a manager who said she reviewed the notes showing this was what I was told, yet she still refused the exchange or refund.

  Business Response

  Date: 05/30/2023

  A return exception has been approved due to the misinformation, and we have provided the client with return instructions.

• Initial Complaint

  Date:05/16/2023

  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.

  ****** never received, seller refuse to refund me, and no proof show i received the pakage, needs full refund my order number is ********** with ************************** please full refund

  Business Response

  Date: 05/26/2023

  La Mer has been in touch with this customer in regard to this issue.

  In reviewing, we found that the two (2) prior credits we attempted to issue to her payment method on 1/14/23 and 2/18/23 were unsuccessful.

  When we attempted to process the credits, she had filed a chargeback with her bank for the order in question.

   We advised that the refunds in the amounts of $344.33 and $514.32 have now been issued to the original payment method as of 5/17/23. 

• Initial Complaint

  Date:05/12/2023

  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.

  Clinique Order ********** ,The tracking number is ***************, This order is a complimentary Free Full Size - Even Better Clinical Radical Dark Spot Corrector + Interrupter 100ml , but received Radical Dark Spot Corrector + Interrupter 50ml, Request a replacement gift or a refund.

  Business Response

  Date: 05/19/2023

  We can confirm that Clinique has been in touch with this customer.

  In reviewing, we found that the customer placed six (6) orders around the same time.

  Three (3) of these orders included the Even Better Clinical Radical Dark Spot Corrector + Interrupter (100ml), and the other three (3) orders included the Even Better Clinical Radical Dark Spot Corrector + Interrupter (50ml). It is possible that the customer thought they were going to receive the 100ml size in each of the six orders.

  We sent one (1) Even Better Clinical Radical Dark Spot Corrector + Interrupter (100ml) to the customer, in case there was an error made during shipment. 

• Initial Complaint

  Date:05/09/2023

  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.

  My order under order # ********** was originally delivered late by *** by over a month. I do not need the items anymore do to the delay.When I called in they told me to go into store to return it. They were unable to do so. now they want me to pay return shipping even though I had nothing to do with it arriving over a month late! Every time I try to explain this to the staff by email they keep telling me to return it with my own return label even though I find this to be completely unfair.

  Business Response

  Date: 05/12/2023

  ************************ has been in touch with this customer in regard to this issue.
  
  Upon investigation, our *** records show that the package was delivered to this customer on March *********. Though return shipping fees for ***************** ************* orders are non-refundable (**********************************************************), we have offered to reimburse this customer's shipping fees.
  
  Upon receipt and processing of the returned items, we will issue a credit for the order, which will appear on the customer's original method of payment. 
  
  Separately, upon receipt of a picture of the proof of postage, we will issue a credit for the shipping fees, in the form of a reimbursement check. The check will be sent to the confirmed shipping address.