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

  146 East 56th Street New York, NY 10022

  
• 

  Estee Lauder Companies

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

• 

  Estee Lauder Companies

  2151 S Santan Village Pkwy Gilbert, AZ 85296

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:02/03/2023

  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 for $86.91, and recieved th r wrong product so Mac agreed to refund me however they only gave me a partial refund of *****. So then I had to chat back in with them again & they claimed they would be refunding the remainder ****. But they actually did not! So once again I later chatted back again and they lied to me AGAIN saying that I had been fully refunded and then they disconnected me. so I Once again I wasted more of my time to chat back and ask them to clarify what date they had a refunded the 864 and then I was told that it actually was not ever refunded!!!! and now it is too late to dispute the rest of the charge with my bank because of their continuous lies and time wasting. they blatantly lied to me to keep my money, sure its not that much money, but the principle of the matter is, this is wrong, and I will never be a customer of **** again this is a terrible unethical and illegal way to treat customers. I would like a refund AND some form of compensation for my time.

  Business Response

  Date: 02/16/2023

  MAC has been in touch with this customer to resolve the issue.
  
  We offered a refund check for the balance still owed to this customer, as we are unable to issue a refund to the original form of payment, due to the time that has elapsed since the order was placed.

  We requested the customer provide a mailing address where we may send the refund check.
  
  We also extended an eGift Card as a gesture of goodwill.

  Customer Answer

  Date: 02/16/2023

  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:01/23/2023

  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 have been a loyal customer of *********************** for ** plus years. I live in ****** but joined their pure privilege program 15 plus years ago as ****** didnt have this program. I have been collecting points for years and *** spent a lot of money on aveda products. I had accumulated over ****** points.Last week I went to purchase some products on line and discovered my points were gone. I called customer service and spoke to a manager. She said because I hadnt purchased any product in over a year, my account was closed and points removed. I explained because of the pandemic I couldnt get to the ** to buy any product. She said I could have purchased product in ******, which I had, but the salon where I purchased it isnt registered with the loyalty program. She kept saying the policy would have been explained when I joinedbut that was almost 20 years ago and I dont recall this. The point is I earned these points and for aveda to just take them away is unspeakable to me. I was given the name of the managers supervisor and emailed her about this Jan, 19,2023, with no response to date. I was told by the other manager that speaking to her supervisor wont make a difference anyway because Ive violated the policy by not making a purchase within the required timeframe. I believe Aveda should be reinstating my points, if for no other reason, to reward me for being a loyal customer for so many years.My ********************** membership number is *******.

  Business Response

  Date: 01/27/2023

  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. To keep membership active, a qualifying purchase or redemption of points/reward under the Program account was required before December 31, 2021. Guests were notified via email of this policy in June 2021, and the guest would have received emails prior to expiration of the membership with information on how to keep the membership active.
   
  We can confirm that this guest has not made a purchase since 2019, and therefore, did not meet the above requirements. While we can understand that it was difficult to visit salons during the pandemic, an online purchase or reward redemption would have kept this guests account active. 
   
  We are happy to re-enroll the guest in the program. We invite her to contact our rewards team at ************** if she would like to be re-enrolled.
   
  
  

  Customer Answer

  Date: 01/31/2023

  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]

  Aveda has only advised me of information I am already aware of in their response. I have never received any emails from Aveda about my expiration of points or rewards account. If I had received an email and was aware I needed to make a purchase on line, I would have done so. As I pointed out, I was unable to travel to ******* to an aveda salon during the pandemic and was not aware I could purchase something at a ******** salon, but only if they are part of the rewards program. This response did not address any of my concerns, namely, that I have been a loyal customer for decades and to negate this by taking away all my earned points, is criminal in my view. It is obvious I am not going to get anywhere with customer service so I am requesting contact information for the *** of this business please. Thank you.
  

   

   

   

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

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

  Business Response

  Date: 02/17/2023

  CEO contact information is confidential and never disclosed with consumers.

  Below is the mailing address for our corporate office:
  
  Este Lauder Companies
  *** ***** ******
  ********* ** *****

• Initial Complaint

  Date:01/23/2023

  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.

  My name is ***********************, and I am a 30 year old who lives in ******, ********. I went to *********************************** located at ********************************************************************************** My appointment was at 12:00pm on Thursday, January 18th, 2023 with ****. I am on the spectrum and I have a hard time in social situations, and having good hair gives me the confidence to break through this barrier in my life. It was my first appointment with any establishment under Aveda. I asked for my new-growth to be bleached platinum blonde to match the rest of my hair (the same hair color I have had for ten years). I had photos with me, and even called my old stylist ***** (from back in SD) & put her on speakerphone. She told **** helpful advice to the best of her abilities, as all stylists use different products. Attached is a text copy of the convo with *************** I dont know why **** didnt know how to bleach new growth in the first place, but she is their newest employee so I tried to be understanding. My hair is now a strange color brown as I will attach to this. I was very clear I disliked the end result. **** was furious when I told her I did not like it. I figured I would go home and wait to call the owner the next day. Turns out the owner (*********************) was the one working with ****. I was also told I would be given a $150 estimate versus the $100 full-color price, which I was fine with. I was there for over 2.5 hours, and left with half brunette hair, and half my old color. I have tried reaching out to the owner, *** in every single way. I have proof of phone calls, ******** messages, etc. there is a 72 hour window according to their site. Owner will not contact me and has read my ******** messages, but no response. I now look on my online history and I was also charged for a remix and I cant find what that is. The $150 charge is there as well as other stuff I didnt ever agree to pay for. I was charged $330 somehow. No explanation or response. I tipped $30. Please help me.

  Business Response

  Date: 01/23/2023

  We regret to learn of this guest's disappointment with the service at ******************* Salon.
  
  As ******************* Salon is an independently owned salon location, we cannot mandate their business practices.
  
  If the guest has not already done so, we suggest contacting the salon owner or manager directly for assistance.

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aveda wiped my loyalty account of all of my points without appropriate notice. I sent a complaint directly to the company several months ago but never got a response.

  Business Response

  Date: 01/18/2023

  Aveda has attempted to reach the customer via phone. 

  We can confirm we left a voicemail indicating that we reinstated her account and points.

  We requested that she call us back, should she have further questions or concerns. 

  Customer Answer

  Date: 01/19/2023

  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:01/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is an official complaint letter against Estee Lauder group. I place an order online on la *** online website: ***************************** on 27 Nov 22. Item includes in order: The Moisturizing Soft Cream 2oz - $380, **** de la *** sample - $0, The Moisturizing Soft Cream sample - $0, The Regenerating Serum sample - $0, Exclusive La *** Bag - Azure sample - $0, Cyber Regimen 3 sample - $0. After applying the $75 discount, total amount for the order is $305. On 29 Nov 22, I received an email from la *** online advise my order is out of stock and on back order. On 9 Dec 22, I received another email from La *** online confirm all the free samples of my order have been shipped except The Moisturizing Soft Cream 2oz as it is still out of stock and will be shipped separately later, tracking number is ******************, email attached. On 13 Dec 22, I received my package and the Moisturizing Soft Cream 2oz is not in, photo attached. However, my bank account has been charged the full amount of the order, which is $305 on 13 Dec 22, screen shot attached. After that I have been keep waiting for my item to come, but nothing comes and no communication from La *** online. On 4 Jan 23 I chat to La *** online customer service team to check, but they insisted the Moisturizing Soft Cream 2oz has been included in shipment ****************** and has already been shipped. I then call the La *** customer service team at ************ to check on 4 Jan ******************************************************************************* soon. however, after waiting for 6 days I still haven't received anything and no communication from La mer online. On 9 Jan 23 I called their customer service again and they advised my request has been submitted to management team and it still hasn't been approved yet. I then emailed their customer service team at *********************************** on 9 Jan 23, they replied and confirmed that my order is currently on backorder, they can either cancel my order or resend the item to me shortly. I requested them to cancel my order and refund the full amount $305 back to my bank account, however I didn't hear anything since then. Now I request La *** online to either refund full amount $305 back to my bank account or resend the item The Moisturizing Soft Cream 2oz to me and get back to me as soon as possible. Also, their online customer service team is really rude, they end the conversation without even waiting for me to finish the dialogue.

  Business Response

  Date: 01/20/2023

  La Mer has been in touch with this customer to resolve the matter.
  
  The customer claimed non-receipt of the Moisturizing Soft Cream, which we have confirmed was shipped to a freight forwarding address.
  
  We advised of our freight forwarding policy for missing items. As noted on our website, ******************************************************************************* are not responsible for damage, defect, or loss that occurs to goods delivered to a forwarding company.
  
  However, as the customer was promised a reshipment of this item, we have arranged to ****** it as a onetime courtesy.

  Customer Answer

  Date: 01/24/2023

  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:01/09/2023

  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.

  missing item before shipping: 1, ** *** online: ******************** Order No.: ********** order date: 11/25/2022 Order amount: $1205, missing item amount: $590 *** tracking No.: ****************** ***** weight in shipping lable: 11 lbs received package weight: **** lbs ( 1 item missing) pls refer to the uploaded file, from the kinds of weight, we can confirm the item is missed before packing in warehouse, not after shipping, not even after signed! so the business should take responsibility of the missing item, pls help reship or refund it.

  Business Response

  Date: 01/12/2023

  ** *** has been in touch with this customer in regard to this complaint.
  
  In reviewing, we have confirmed that this order was shipped in full. It was delivered and signed for at a freight forwarding address on 12/5/22. As noted on our website, ****************************************************************************, we are not responsible for damage, defect, or loss that occurs to goods delivered to a forwarding company.

  ** *** 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.

• Initial Complaint

  Date:01/04/2023

  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 nov 25, I placed an order on Este Lauder website ( order confirmation number is #**********) after I received the order, I found that I haven't received my complete order, there is a gift missing in it, They promised me they'd get it for Christmas, but they didn't. and until today (January 3rd) they still haven't delivered the goods to me. I talked to them tonight about getting a return tag, and they hung up on me right away ?I have contacted 15 customer service staff this evening. I have waited for three hours, but still haven't got my retured label. I feel angry. I've never been in a situation like this before. The free gift promotion seems like a scam, Just to trick more people into buying their products and then not being able to return them.

  Business Response

  Date: 01/18/2023

  Estee Lauder has been in touch with this customer to resolve the matter.
  
  We apologized for the service issues and the out of stock promotional item.
  
  We also provided tracking details for the two alternates that were sent in its place, and we extended a discount code toward a future order as a gesture of goodwill.

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Clinique owes me $15 refund. I cancelled my order for which i have a chat transcript copy. I was assured it was cancelled with a FULL refund including the expedited shipping costs (since it was cancelled). The order shipped anyway due to - I was later told - a computer glitch. After several nearly unintelligible emails, I called and was again assured that I would get a full refund due to a computer error with the cancellation. The refund posted a couple of days ago but they kept the shipping charge ($15 plus CT sales tax). This is clearly their error not mine. After a chat, several emails and a phone call I need help. Plus once the order shipped it seemed to cause amnesia about the refund - after that the Clinique story changed to "we're waiting for you to return the package" which is a load of hoo-ey. I did return the package.

  Business Response

  Date: 01/18/2023

  Clinique has been in touch with this customer to resolve the matter.
  
  We can confirm that we emailed the customer, apologizing that we were unable to cancel the order prior to shipment.
  
  We issued a credit for the remaining cost of the order, and we extended an eGift Card toward a future order as a gesture of goodwill.

  Customer Answer

  Date: 01/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/30/2022

  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 order # ********** on Estee Lauders online site on November 26th, 2022. The items were Double Wear Radiant Concealer 2N $32.00 with 30% discount and The Ultimate Gift 10 Full ************ face make-up choice with Red Train Case, $79.00. Total $111.00 Free shipping, concealer discount of $9.60, plus tax of $10.14 = $111.54 which was charged to my account on November 30, 2022. These items were to ship within 3 days and reach me in plenty of time for Christmas! After a few days and still today the OnTrac Shipping # *************** says, Awaiting Carrier Pick-up, Shipping label has been created. From ******, ** to ****************, **, Label created 12/01/22 - Awaiting Package.If you click on SEE DETAILS, it says Tracking Results for *************** PENDING - The package data was sent to OnTrac on 12/02/2022 at 9:18 AM, but we have yet to receive the package from the shipper. Reference #1 *****-********** Reference #2 ********** I have called this company multiple times using the number on their site. Each time I am guaranteed a refund within 3 days but have not received it. They also promised to comp me a gift set but never happened. I have sent several emails requesting a refund but they never respond. I just want my money back and will never order from them again!Thank you,*********************

  Customer Answer

  Date: 01/02/2023

  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:12/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called one of the **************** Store in the ** to purchase the ****** Good Girl Gone Bad Extreme. I spoke with the rep over there and she told me the store has some available. I went through the purchase process. The following morning, i noticed the receipt said ***************** Don't Be Shy Extreme. I called back and requested for a refund since i really do not want the love don't be shy extreme. Unfortunately, the store manager told me that the package has gone out and all purchase is final. I really do not like this one bit. If this is how Estee Lauder conducts their business, i prefer to spend my hard earn money somewhere else.

  Business Response

  Date: 01/04/2023

  It is important for us to reply to our customers quickly and efficiently. We appreciate the patience for the delay, as we work to address the complaints received during this busy holiday season.
  
  We can confirm that we issued a refund for the three products purchased, and we emailed the customer to advise of the refund.

  The refund will arrive in the form of a reimbursement check in approximately three weeks.

  Customer Answer

  Date: 01/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** ****