Business Profile

Cosmetics Sales

Estee Lauder Companies

Headquarters

Complaints

This profile includes complaints for Estee Lauder Companies's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

349 total complaints in the last 3 years.
117 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.

Initial Complaint
Date:03/23/2023
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 had four items removed from **** for being counterfeit. They are NOT. All purchased by me from an Este Lauder company store OR directly from MAC. Four of my listings were removed for supposedly being counterfeit. I have been selling on **** for YEARS. I have an extensive collection of MAC products that I bought years ago which I STILL have receipts for. I used to do makeup for a living and as such have a large surplus of genuine MAC products. The following items were removed************* - MAC Lipglass in Hot Spell - u/b - ******* Edition ************ - MAC Lipglass in Viva Glam ******* - New in ***** ******* Edition ************ - MAC Mineralize Eye Shadow in Until **** - NIB - Guaranteed Authentic ************ - Estee Lauder Advanced Night Repair Eye Supercharged Complex - Full Size - u/b I purchased all my Mac online directly from the website. Some of these items are from 2015! If they bothered to check my feedback theyd see I dont sell fakes. All the items I sell I bought online when MAC had sales! I see all these sellers on **** selling items that are CLEARLY fake. They have horrible feedback and I get picked on. I am more than happy to send Este Lauder more receipts. I am also considering a class action lawsuit with other sellers such as myself. All my listings say GUARANTEED AUTHENTIC because I guarantee all my items and accept returns. Also the email Este Lauder gave **** to contact them doesnt work. ************************************************************************ Emailed them 5 times and they bounce back. An easy way to avoid sellers such as myself. Im appalled at this treatment of a small business run by a minority woman. Shame on them.
Business Response
Date: 03/31/2023
We appreciate the consumer bringing this to our attention.

After further review with our third party monitoring vendor, we realized that three out of the four identified product listings were removed in error and have been reinstated. We do not have record of the fourth listing (the Advanced Night Repair Eye Supercharged Complex).
Initial Complaint
Date:03/21/2023
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 paid a one time fee of $10 on 3/7/2019 to join Aveda Pure Privilege Rewards and I received a permanent membership card with the understanding the $10 was a one time fee, good for life. In Dec. 2022, I logged onto aveda.com and the messaging said my reward membership was no longer valid because of inactivity. That is misleading to a consumer and in my opinion, deceptive marketing. The membership letter and card did not specify that a certain spend threshold/frequency had to be met. It even refers to the card as your permanent Pure Privilege membership card. I have the letter and can share the content.On 12/24/23, I sent an email to Aveda and got an automated email response that they received it, but I never heard from them. Today, 3/18/23, I called customer service and after finally being connected to a customer service representative, I was told I had to make a purchase in order for my rewards membership to be reinstated. Im not going to buy something on the spot just to get my rewards membership reinstated (which never should have been removed in the first place). I expect my rewards membership to be reinstated without having to make a purchase. This is a horrible customer experience and a very misleading gimmick in my opinion to dangle a one time $10 fee in front of customers only to find out that it doesnt last a lifetime and in order for it to remain active, you have to meet a frequent purchase threshold.
Business Response
Date: 04/04/2023
It is important for us to reply to our customers quickly and efficiently, as we take these complaints seriously.We appreciate the consumer's patience for the delay. We are further investigating this matter and will be providing a response.
Business Response
Date: 04/07/2023
We can confirm that Aveda has been in touch with this guest.

We appreciate the opportunity to explain that as per Avedas Terms &Conditions (**************************************************************************************************) membership (and all points/rewards) earned through the Program expired on December 31, 2021 if the account was inactive during the twelve (12) consecutive months prior to the effective date of these Program Terms.

However,as a one-time exception, we have reinstated the one thousand (****) points to this guests account.
Customer Answer
Date: 04/11/2023
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:03/09/2023
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.
2022.02.27 spend $99 order number : *************** The purchased product is inconsistent with the product received ,Have sent an email to contact the department, no reply does not process, ask for a refund or replacement of the product
Business Response
Date: 03/13/2023
The **************** Store Text-to-Buy Program has been in touch with this customer.
We are processing a refund, and the customer has been updated accordingly.
Initial Complaint
Date:03/09/2023
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 placed an order on December 18th for five items. One item, air kiss pop gloss was missing from the delivery. I contacted them about seven times, and nobody helped me. Specifically, nobody could understand I ordered three glosses, and one was missing for whatever reason. Every promise they made didn't happen. After about 3 hours of calls and chats, I eventually got someone to refund the missing item. I returned everything in the order except the touch base for eyes in canvas. Only a refund for the touch base canvas light was issued. Another multi-hour round of calls, and chats, and despite multiple promises to refund my order, I have yet to receive any other refunds for the two other glosses. I am so tired of dealing with Clinique and its incompetent service. Just refund my money. Attached is a screenshot of the chat where I am promised a refund for the two other glosses.
Business Response
Date: 03/13/2023
Clinique has been in touch with this customer.
We issued the outstanding credit that was owed, apologized for the service failure, and extended a discount code toward a future order as a gesture of goodwill.
In addition, we provided the customer with a Live Chat link for personalized recommendation of products that best suit her needs.
Finally, we advised that going forward (per the Terms & Conditions on our website) if she wishes to return any orders, shell need to return the promotional items, as well as the saleable items, in order to receive a refund.
Customer Answer
Date: 03/17/2023
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:

While I accept and appreciate the terms of the resolution, the refund remains unposted on my account.

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

Sincerely,

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

Business Response
Date: 04/19/2023
We can confirm that Clinique has been in touch with this customer.
We are unable to issue a credit to the original method of payment, due to the pending chargeback.

However, we are processing a reimbursement check for the amount that the customer is owed. The check will arrive in approximately two to three weeks.
Customer Answer
Date: 05/10/2023
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:02/24/2023
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.
On Feb. 8, 2023 I placed order **********. When I went to submit the order it comprised of Travel Size - Even Better Clinical Radical Dark Spot Corrector + Interrupter, Dramatically Different Moisturizing Lotion+, three free samples, and a 7 piece kit with make-up bag. Once I received the order it only included the dark spot corrector, moisturizer, and 2 samples. I contacted customer service via chat and spoke with ********* on Feb. 14. I explained the issue that when I submitted the order the items above were listed but then when I look at the order invoice a sample and the promo kit are missing. This was not the case when I actually placed the order and I did not notice until after receiving the order. ********* stated that he resent the missing items and I would receive a confirmation email for tracking. I have screenshots of this conversation.On Feb. 16, I reached out to customer service again because I had not yet received an email. First, I spoke with *** who not only did not seem like they knew what they were doing but did not seem to comprehend English. They escalated to ********* (supposedly a supervisor). At this point I am already extremely frustrated with the situation and ********* did nothing to alleviate it. After a ridiculous amount of back an forth she claimed to resend the missing items. On Feb. 21, I received the missing items only to find that the promo kit was not correct. It contains several perfume items, which Im allergic to. I reached out to customer service chat again, and was connected with ********* again, who does not seem to remotely care about my very poor experience with Clinique. After another lengthy chat ********* finally explained that if an order does not qualify for a product it will show on the order but once you submit it, Clinique will delete it from the order. This is false advertising and a completely unethical practice. I cannot believe they have been getting away with processing orders in this manner.
Business Response
Date: 03/08/2023
Clinique has been in touch with the customer to resolve the issue.

We explained the terms of the promotion, and we clarified why the customer didnt qualify, and/or why the item might have been removed from her cart prior to submission. We also apologized for the miscommunication, inaccurate information, and poor service experience.

We extended our regret that she cannot use the perfume items in the alternate gift that we sent as a gesture of goodwill. We offered to send deluxe samples of the items included in the original Valentine's *** gift, as the set itself is out of stock, along with a complimentary product.

We are awaiting the customer's reply, and will then arrange shipment.
Initial Complaint
Date:02/22/2023
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 INFORMATION Order #: ********** Order Placed: November 25, 2022 Total: $1575.00 Loyalty Points Earned*: ***** Status: Shipped ************ Tracking Number: ***************607 after i palced order ,the order shiped,i find i cant receive the package ,then i send email ask ***** cancel the items ,but they still ship my order fist time i chat with *****,she told me will reship my package second time i chat with ************* ,she told me will refund my order,but i wait many days they didnt refund at last i chat with them they said they donot take reponsibility,i just cant understand ,they do not have any interg i just want get back my money
Business Response
Date: 02/24/2023
La Mer has been in touch with this customer in regard to this complaint.

In reviewing, we have confirmed that this order was shipped in full in two (2) packages. The first order was delivered and signed for at a freight forwarding address on 12/5/22. The second order was delivered and signed for at a freight forwarding address on 12/16/22.

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

While we are sorry that the customer remains dissatisfied, we appreciate the customers understanding of our policy.
Customer Answer
Date: 03/01/2023
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:

[Your Answer Here]
i cant accept
they didnt contactme no email
noone send me email talk about this problem

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

Sincerely,

*************
Initial Complaint
Date:02/21/2023
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 never received an online order I placed and paid for. 1.Order placed on Nov 20, 2022. As part of Black Friday 2022 promo, it also included FREE Complimentary samples of their other products.2.Received standard email on Nov 22 that order is shipped. 3.However, when the package arrived on Nov 23, only free sample were in the box but not the actual product for which I paid $126.66. 4.Called Estee Lauder (EL) on Nov 30 to checkup on the order. Rep ******* answer what happened hence took the request for reship and said they will email the reship request number but I didn't receive any email back with the re-shipment details. I called back and reps name was ***** on Dec 5 10:14 PM PST.5.***** said they have processed a reship request and are waiting for the order to be shipped. 6.On Dec 8, received an email from EL ************** that they have submitted the reshipment request with reference no #******** but when nothing thereafter, emailed back to check status of the reshipment rep replied back on Dec 10 saying that they are working on the order in the internals system but as a customer I cannot view the status and just have to wait for with tracking details once shipped. 7.Waited all Christmas and until New Year but product never arrived. Reached out to EL and they showed the ********* tracking number of the package that had the free samples but not the main product I paid for. I asked them to check and see if their warehouse can show any proof the main product was in the package and they stopped responding back. They ******* answer and appeared to hide possible warehouse theft from place of origin/shipment. Very shady. This is theft. Very frustrated from the lack of action and product I have never received. There is no other way to explain my situation - EL is happy to take money for orders that are not delivered, and then repeatedly lie to customers about how they are going to resolve customer problems!
Business Response
Date: 02/24/2023
Estee Lauder has been in touch with this customer to resolve this matter.

We can confirm that a full refund for the order will be issued, as the item that was ordered and was not included in the shipment is no longer available.

We also extended an eGift Card on a future order as a gesture of regret for the omission and incorrect information provided to the customer regarding the reshipment status by the Representative.
Initial Complaint
Date:02/17/2023
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.
Oct-15-2022 online order #********** placed.Amount: $202.87USD Dispute: Order NOT received and PROMISED CREDIT NOT received.I have attempted to ask on 2 occasions for credit transaction numbers so that I could F/U with my credit card company, but business has ignored this request: Please details below:After many phone calls placed, Business informed me via email on Nov-8- 2022 that a credit of $202.87 was applied to my credit card.Dec-5-2022 NO credit received, so I followed up with an email. Dec-5-2022 Business informed me via email that a "request to review account was submitted. Dec-7-2022 Business informed me via email that a full refund has been issued and recommend I reach out to my credit card company. Dec-8-2022 I informed Business via email NO credit received and I also requested for reference/transaction numbers so I could F/U with credit card company.I DID NOT RECEIVED A RESPONSE from AVEDA!Jan-6-2023 I reached out again via email indicating I have not heard back, no credit has been received, and I asked again for the reference/transaction numbers so that I could F/U with credit card company.Jan-8-2023 Business informed me via email that a credit was re-issued.Jan-8-2023 Business sent me email (identifying the products individually) indicating that a refund was processed and should take **** business days.Jan-19-2023 I sent Business an email outlining history with copies of back-and-forth emails trying to resolve this ongoing issue.Jan-27-2023 I sent a F/U email because still NO CREDIT.Jan-28-2023 Business sent me an email indicating that my email was being sent to management for review.Feb-7-2023 I sent another F/U email and have not received any communication from Business.
Business Response
Date: 03/02/2023
Aveda has been in touch with this guest to resolve the matter.

We issued and confirmed details of the credit.

We also extended an eGift Card toward a future order as a gesture of goodwill.
Customer Answer
Date: 03/03/2023
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:02/10/2023
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 received a text message about a promotion the website was having, it asked me to reply back with a qty response from 1-5. I reply with 1 and I immediately get a text from my credit card that an unauthorized charged was made in the amount of $96.34 and then I get a text from the same number saying thank you for your order On the original text message it did not indicate that sending a response would indicate a charge on my credit card and I would be ordering this item. I sent a text back to cancel and I just got a text saying if I had questions about my order I needed to email them. So i sent them an email right away saying I did not authorize this charge and that order needed to be cancel, they told me that they were not able to cancel the order because all sales are final. If the original text message said anything that read if you hit reply you will be charged than I would of never replied back. I just created my online account with this company three days ago and it did not say that subscribing and or replying to text messages automatically creates an order. I want a refund for an order I did not authorize. Clarification on the text messages need to be made so customers know that they will be charged for merchandise. I have attached the original text message and my reply as well as the email I sent requesting the order to be canceled because I never authorized it.
Business Response
Date: 02/17/2023
The **************** Store Text-to-Buy program has been in touch with this customer to resolve the issue.

We refunded the customer as a one-time exception, and we emailed the customer to confirm the refund.
Customer Answer
Date: 02/22/2023
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.

*************************************************
Initial Complaint
Date:02/10/2023
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 have the order from the the cosmetics company store ( text and benefits)- Order number : *************** I have made the transaction on 2nd Feb. And I realized the address was the apartment i have moved out. The original apartment is in *******,** and I moved to ********. And I message with the customer support on the same day for changing the delivery to ************************************. But the representative told me they can't do it and let me contact with *** after there's a tracking number. And eventually i got the tracking number on 8th Feb. Then, I contact with ***, and their representatives told me I need to let the sender communicate with them to change the delivery address. However, I got NO FEEDBACK from the text and benefit group. They can originally do this before they sending out the package !!The case is that I can't go back to MA for getting one package which costs me even higher than the value of the product. As my original apartment use the self-service checking system, they will receive the package but will treat it as a trash if no body pick it up. I don't have contacts at that place so I can't get it anymore. Thus, I want to request the company to resend the product to my new address or refund the purchase.
Business Response
Date: 02/16/2023
The **************** Store Text-to-Buy program has been in touch with this customer to resolve the issue.
We refunded the customer as a one-time exception, and we emailed the customer to confirm the refund.

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Estee Lauder Companies is BBB Accredited.