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

  575 Broadway,2nd Floor New York, NY 10012

  
• 

  Estee Lauder Companies

  900 SW 16th St Ste 305 Renton, WA 98057-2631

• 

  Estee Lauder Companies

  1865 Fashion Outlet Blvd Ste 322 Niagara Falls, NY 14304

• 

  Cosmetics Company Store

  80 Premium Outlets Blvd STE 333 Merrimack, NH 03054-4775

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:04/28/2023

  Type:Delivery 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 placed an order on estee lauder ****** website on April 20 and my order# is **********. The was supposed to be delivered to me on april 22, which i didnt, so i reached to apple express and was advised to wait until the end of the day which i did but still didnt locate my order. I was advised to reach out to the seller, which i did, i sent an email and didnt hear back until april 26 so i rwached out tothe seller, the phone support disconnected my call and when i reached out to the chat suppory i was transfered to their specialist deppt who again asked me back to apple express to get the claim number , which i did and to be honest had the worst experience. The rep was *************** and said they dont do claims and hung up on me saying she is getting another call and asked me reach out to the shipper. The shipper and the courier company is giving me a run around.I dont have my package. It wasnt there by the time i reached home from work and have checked every possible place. I have an email screenshot from apple express that they dont do claims and eatee lauder isnt helping me without a claim#.

  Business Response

  Date: 05/02/2023

  Estee Lauder has been in touch with this customer in regard to this complaint.

  We can confirm that we issued a full credit for this order. It was processed on 4/29/23.

   We also offered to reship the customers order to a confirmed shipping address.

   Lastly,we extended our apologies for the negative experience, and we have addressed internal coaching opportunities.

  Customer Answer

  Date: 05/02/2023

  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:04/26/2023

  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.

  I purchased two bottles of 100ml of Le Labo the Matcha 26 from Selfridges, and they smelled completely different from the sample I received from Le Labo. In addition, I developed a horrible, painful, extremely itchy red rash all over my entire body. I've tried to reach out to Selfridges but they've not responded, and so I've reached out to Le Labo which I think makes more sense as they are the manufacturers of the Matcha 26 for an exchange. They sent my a long email and a very long survey that required me to take many photos of the product, divulge personal information, sensitive medical information, which cost me hours of work to do, only for them to reply curtly to my email and survey responses with tough luck we don't care, go talk to selfridges. The person I spoke to on the phone was extremely rude, and so was the person who managed my case. I do not recommend anyone from buying any Le Labo products, not only are the products subpar, you maybe saddled with a horrible, life-changing medical reaction to their perfumes. Do not give them any of your personal information or medical information because they will not help you in any way shape or form, I suspect they only sent out the survey to mine my personal and medical information I guess to allegedly sell it. Disgusting company without any morals. If you are looking for a Santal dupe try Pacifica, or other affordable brands, their customer service is top notch, they are transparent about their ingredients, and they're not going mine your data like Le Labo does. Very disgusting company. How dare your company employee raise their voices at me after my spending over thousands on Le Labo products. Vile. Lost thousands more on the medical treatment I sought after Le Labo caused a very painful, debilitating rash that I'm still dealing with months later. STAY AWAY.

  Business Response

  Date: 04/27/2023

  We can confirm that Le Labo has been in touch with this consumer.

  We have documented the consumers concerns and offered a refund in the form of a reimbursement check for her purchase price. The check will arrive in approximately three weeks.

  We respect our consumers privacy and have sent this consumer a link to our Privacy Portal to be opted out of future communications.

  Customer Answer

  Date: 04/27/2023

  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:04/24/2023

  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.

  I bought a physical MAC gift card years ago at the *************** in ****** **. I do not remember a specific date. The back of the glittery pink gift card says the gift card has no expiration date. I have never used the card and tried to use it online. It would not go through so I called 6 phone numbers and the number of the back of the card to figure out what was going on. Multiple people told me they didnt know what to do when I called. One person hung up on me. Another person told me I would have to have the card reinstated since it was so old but she didn't know how to do that so she passed me on to someone else. Another person I called told me she would get back to me with more information but never called back. I spoke to one lady that seems like she wanted to help and did get back with me but I missed her call. I called again and someone else told me they didn't know what I was talking about. I've been hung up on and put in circles to have this issue resolved. No one seems to know what to do and no one seems to really care. I was sent an email about a product which made no sense because my issue was a bout a gift card.

  Business Response

  Date: 04/28/2023

  We contacted MAC ********* Services and can confirm that this consumer's ********* is active and has a twenty dollar ($20) balance.

  The consumer should be able to redeem the ********* via our website, ********************* or at a freestanding MAC store location.

  We left a detailed voicemail for the consumer explaining the above.

  Should she have any further difficulty in using the *********, we ask that she call us back via our toll free number, ************.

• Initial Complaint

  Date:04/20/2023

  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 returned an item in accordance with the *** Cosmetics return policy for order #********** that was confirmed to have been received in November of 2022.I was called and told the amount I am owed for this item of $167.46 would be credited to my credit card in January 2023 after contacting *** 17 times (by chat, email and phone). That never happened. I received an email 1/10/23 saying a refund of $176 would be issued. Never happened! A rep named **** then replies to me 3/2/23 saying a check of $133.36 would be issued, which is less than I paid!!!. I provided my mailing address which was confirmed to be on file already. I still never received a check. After asking for a update customer service Mgr *************************** replies 4/11/23 saying my address is needed. I have replied by email with my address 3 times and confirmed by phone in April 2023 my correct address is on file. (It is). Still no response or check other than a coupon code for $10 off. I just want my money paid for this item. I will not accept any credit or other compensation as I was promised and due a cash equivalent to what I paid for this product which was $176 plus ***** sales tax of ****% per the attached receipt.

  Business Response

  Date: 05/02/2023

  MAC has been in touch with this customer.

  We have confirmed that following the application of a 30% discount to this customers order, the total amount charged for the purchase was $167.46.

  Prior returns were made in 2021, which resulted in two (2) separate refunds of $6.81 and $27.29 being issued in June 2021 and October 2021 respectively. The remaining balance was $133.36.

  A refund check in the amount of $133.36 has been issued, and can be expected within 30 days. Once the check has been received, this customer will be fully refunded for the order.

• Initial Complaint

  Date:04/20/2023

  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.

  1.My purchase date :March 19, 2023 2.the payment amount is: US$250 3.The company promised to reship the entire order for me 4.the nature of the dispute is:The package I purchased was not received and I submitted a reshipment request to the business. But my order was then credited. After that, I contacted the company twice, and both online supervisors promised to reship the items to me, and they already knew that my order was credited. But recently I contacted the company and they refused to reship it to me. The reason is that refunded orders cannot be reshipped. Then why did the two customer service supervisors of this company agree to reship the product to me? I waited for a long time for this, and my request was to reship the product or give me the same compensation for the eGift Card . Must give me a satisfactory answer!5.The business is not trying to solve my problem 6. order #**********

  Business Response

  Date: 04/20/2023

  Estee Lauder has been in touch with this customer.

  We can confirm that a full credit for the order, in the amount of $250, was issued to the customer's original method of payment on 3/24/23. 

  We can also confirm that a no-cost reshipment of the order was processed and delivered via separate shipments on 3/30/23, 4/3/23, and 4/9/23.

  The items sent on 3/30/23 were shipped in two (2) different packages. The first package was shipped via *** (tracking #******************) and shows as delivered on 4/5/23 at 11:56 AM. The second package was shipped via OnTrac (tracking #***************) and shows as delivered on 4/6/23 at 1:15 PM.

  The package sent on 4/3/23 was shipped via *** (tracking #******************) and shows as delivered on 4/5/23 at 11:56 AM.

  The package sent on 4/9/23 was shipped via *** (tracking #******************) and shows as delivered on 4/11/23 at 11:19 AM.

  While we were happy to provide both a credit for the order, and a reshipment of the items in good faith, we are unable to extend additional accommodations.  

  Customer Answer

  Date: 04/24/2023

  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:

   

    shipment sent on 3/30 and 4/3 is a gift package.I have received these two gift packages

  But the most important one package tracking number is Shipped via *** tracking #****************** This package is a reshipment of an order I purchased. Why is the shipping address: *****************************************************************, which is not my address.

  my shipping address is  *************************  *****************************************************************************;
  
  
  The company sent the package to the wrong address and I will not receive the package

   

   

   

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

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

  Business Response

  Date: 05/02/2023

  Upon review, we can confirm that a full credit for the order in the amount of $250 was issued to the original method of payment on 3/24/23.

  In addition, we located a chat where the customer requested that we ship *** package (tracking #******************) to the **********, ** address. This address is a freight forwarding address.

  As communicated to the customer and 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:04/11/2023

  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 purchase an order on Clinique.com.order number is **********.Clinique didnt ship the package to me,just created a shipping label.I contacted them via online chat,the customer service said they will reship the whole order.When I received the package.it was just two free gifts instead of the whole order. Please help me ask Clinique issue full refund thanks

  Business Response

  Date: 04/12/2023

  Clinique has been in touch with this customer in regard to this complaint.
  
  This customers shipping address was a confirmed forwarding company. The first shipment appears to have been lost in transit; however, a reshipment was delivered and signed for in two separate shipments on 4/4/23 and 4/5/23.
  
  It is possible the customer did not realize that the reshipment involved two packages, so we outlined the details, informing the customer of the products included in each package for reference.
  
  We advised that the customer check with their forwarding company directly. As noted on our website, (*************************************************************), we are not responsible for damage, defect, or loss that occurs to goods delivered to a forwarding company.
  
  Clinique 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.

  Customer Answer

  Date: 04/14/2023

  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]

   

   could you provide me both tracking number?

   

   

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

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

  Business Response

  Date: 04/19/2023

  The first package was successfully delivered and signed for by ** **** on Tuesday, April 04 at 6:59 P.M via *** tracking number ******************* 
  
  The second package was successfully delivered and signed for by *** on Wednesday, April 05 at 11:31 A.M. via *** tracking number *******************
    
  
  
  

• Initial Complaint

  Date:04/10/2023

  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.

  I placed an order on Este Lauder's official website in ***************** on March 18th. On March 19th(Order number **********), the merchant used the ontrac to ship the package(Tracking Number ***************). Ontrac website shows that the package was delivered on March 21st, but I have not received it yet. I have repeatedly reported this situation to Estee Lauder, and the merchant only replied that the package has been delivered to the forwarding company, and they are not responsible for after-sales service. Subsequently, I contacted the forwarding company, who confirmed that I had not received the package, but they could not ***********. They asked me to contact the merchant, and on April 7th, I contacted the Este Lauder again, requesting that the merchant help me connect with the courier company to find the package or resend it, but the merchant still did not resolve the issue.

  Business Response

  Date: 04/11/2023

  Estee Lauder has been in touch with this customer in regard to this complaint.
  
  In reviewing, we verified that this order was shipped in full via OnTrac (tracking #***************) on 3/19/23. It was delivered and is confirmed as having been delivered to the receiving area on 3/21/23.
  
  The promotional item was shipped on 3/31/23 via OnTrac (tracking #***************). It was delivered and is confirmed as having been signed for on 4/3/23.
  
  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.

  Customer Answer

  Date: 04/12/2023

  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 merchant does not agree to resend the goods to me and does not cooperate with me in communicating compensation matters with the transportation company.

   

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

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

• Initial Complaint

  Date:04/06/2023

  Type:Order 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.

  Paid for five All About Clean Rinse-Off Foaming Cleanser 5 fl. oz. / 150ml 3 - Combination Oily, 4 - Oily?Partial delivery, less than two,Clinique does not acknowledge, does not address, advisor rudely closes the chat conversation.

  Business Response

  Date: 04/06/2023

  Clinique has been in touch with this customer in regard to this complaint.
  
  In reviewing, we verified that this order was shipped in full via OnTrac (tracking # ***************) on 11/25/22. It was delivered and is confirmed as having been delivered to the receiving area on 11/28/22. 
  
  As noted on our website, (*************************************************************), we are not responsible for damage, defect, or loss that occurs to goods delivered to a forwarding company.
  
  Clinique 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.

  Customer Answer

  Date: 04/10/2023

  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]Hello, 1. There is a proof in the picture, the product paid for 5 pieces, 3 pieces were sent out, and 3 pieces were received. The Clinique sending email shows that the product finally shipped 3 pieces.

  2. The order status on the Clinique website proved that it was only partially shipped.

  3. Clinique has not sent out the remaining 2 cleansers.

  4.***************,In the package, this cleansing product sent 3 pieces, the picture?

   

   

   

   

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

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

• Initial Complaint

  Date:03/31/2023

  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.

  I order Clinique make up on March 23, 2023. With the order was a free 8 piece gift which is why I placed the order. I never received the free gift I called twice and was told they would send me another set and still nothing. I contacted Clinique and was told the same thing and a supervisor was suppose to help further but never came back. Its wrong to offer a free gift and not follow through. Thats false advertising If they ran out they were going to send another gift but failed to do that too

  Business Response

  Date: 04/04/2023

  Clinique has been in touch with this customer to address the matter. 
  
  An alternate 8-piece gift has already been shipped. 
  
  The inventory issue with the original gift set was just resolved. We also sent this customer the original gift set, as well as an additional gift of samples. 
  
  In addition, we extended a discount code toward a future order as a gesture of goodwill. 

• Initial Complaint

  Date:03/28/2023

  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.

  Dear Sir or Madam,I'm in the Estee Lauder Loyalty program. I received an email/text that I had enough points for a free Full Size Product. On 3/2/23, I chatted with ************* inquiring what I was eligible for and she sent me the list of items attached. When I tried to order the Micro Essence I was having difficulty so I called ***************** I spoke to *** and she said for me to purchase the item, give her the order number and she would credit me back the amount. So I did the transaction with her on the telephone. I gave her the number and she said that she processed the credit. I checked my charge account and there was no credit so I sent an email 3/11/23 with this information. 3/12/23 I received a response requesting name of promotional offer so I gave a copy the same day and sent it back. I still have no credit.

  Business Response

  Date: 04/14/2023

  Estee Lauder has been in touch with this customer.
  
  We have issued a credit for the order, given the confusion and miscommunication regarding the loyalty program when speaking with one of our representatives.
  
  As we have previously sent this customer the Gift with Purchase that was available for any $85 purchase, we are unable to send additional complimentary products.
  
  We can confirm that in addition to the credit, we have already sent this customer a full size Micro Essence and a full size *************************** Creme.

  Customer Answer

  Date: 04/17/2023

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