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:12/14/2022

  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.

  To whom it may concern: This is a formal complaint against Estee Lauder Companies for original order # ********** placed on 11/23/2022, via esteelauder.com. My Estee Lauder account states that a label was created on 11/24/22, then manifest complete 11/25/22 and awaiting carrier pickup. *** Tracking states label created & billed on 11/24/22. I still have not received anything as of today, 12/14/2022, after 21 days.I have contacted Estee Lauder customer service 4 separate times. I have spoken with 4 different customer services agents as stated below in the attachment. The 1st agent on 12/7/22, stated that she would send a no-cost reshipment via overnight transit. That never happened. The 2nd agent on 12/8/22, asked me to wait one more day for the overnight to arrive. That never happened. The 3rd agent on 12/9/22, stated that they would submit my concern again and that I would receive a copy of all chat transcripts and an email confirmation. NONE of that ever happened. And the 4th agent on 12/12/22 was just as unhelpful as the other 3 and pretty rude. This whole shopping experience with Estee Lauder is by far the worst Ive ever had. Its unacceptable. I expect Estee Lauder to remedy this ASAP. Date of transaction: November 23, 2022 Total Amount Paid: $151.94 **************** Contacts (All full live chat transcripts attached):December 7, 2022 with ***** December 8, 2022 with *** December 9, 2022 with ****** ******** December 12, 2022 with *****

  Business Response

  Date: 12/20/2022

  Estee Lauder has been in touch with this customer to resolve the issue.
  
  A reshipment was processed, but only two (2) promotional items shipped, as the other items were out of stock.
  
  We have since sent the customer alternate in-stock items. 
  
  We confirmed the above to the customer, and we providing the tracking information.

  We also extended a discount toward a future order as a gesture of goodwill.

• Initial Complaint

  Date:12/14/2022

  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.

  Date of transaction 10/25/2022- date of return 11/14/2022. I have a tracking number and confirmation email from them stating they received my return but I still havent been credited for the *****. I was on hold over an hour and their calls are recorded. They say they dont know anything about my return except it could take 2 -10 business days but its been almost a month. I cant do anything more than I have done and I think their customer service is in need of some training.

  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.
  
  Estee Lauder has been in touch with this customer to assist in this matter.
  
  We can confirm that we are working directly with the customer's bank to process a full credit for the order.

  In addition, we extended a discount code toward a future order as a gesture of goodwill.

  Customer Answer

  Date: 01/05/2023

  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]

   

   All I want is my paypal Account credited for the return that Este Lauder received on November 16th.  I just want my money back for my return!,,,  it shouldnt be that difficult.  I have never had an experience where I sent the damaged product back and not gotten refunded.

   

   

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

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

• Initial Complaint

  Date:12/13/2022

  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 #**********;I purchased the product of color shine renewal after being advised by an Aveda associate this deposts color onto the hair, like a color gloss.I also made a second purchase for this item, in a brick and mortar location after being led to beleive this information.Shortly thereafter, I was told by several aveda associates this product DOES NOT deposit color to hair at all.I have called and emailed aveda corporate CS many many times asking for a functional return label in a pDF format, not one that can by used only with a *** thermal printer which I have no idea what even is.Call back request for a supervisor to at this exhaustive stage issue an outright goodwill refund have gone ignored.****** is made for an immediate refund of the 2 color shine products,

  Business Response

  Date: 12/15/2022

  Aveda has been in touch with this guest to resolve the issue.
  
  We are processing a refund in the form of a reimbursement check for the item purchased at the salon.

  Additionally, we are processing a refund for the item purchased online; the credit will be issued to the guest's original method of payment.
  
  Finally, we advised of the time frame when to expect the refunds.

• Initial Complaint

  Date:12/10/2022

  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 purchased 230 meal containers of blue bell body cream online. The next morning I decided to cancel the order so I went online and the girl told me that was canceled and my refund would appear. Received an email that object had been shipped. Went to chat room three times to ask why it was shipped when it had been canceled. I have emails showing that it was canceled. Never was able to complete Chat as they cut me off. Send email to customer service and received email back saying they apologize and will completely refund my money which was $74.20. And then received a refund for $34.10. I sent an email back attached to the email they sent me and told him they had only sent me half of my refund back. Suddenly my refund disappeared for $34.10 and there is no refund at all. Because they told me they would cancel my items and they told me they would give me a full refund, theyve done nothing for me nothing. I wanted my items canceled and I told him I would send it back they have told me twice now that they would send me a full refund and theyve gone into my credit account and putting my money in and taking it out. This customer service is horrible. What I want is a refund and full of $74.20. Im glad to send this stuff back. What they did was told me that they would cancel it and then they went back on their word, then they told me they would refund it they put the money in my account for half of what they told me they would give me and then they took the half of that away.

  Business Response

  Date: 01/05/2023

  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.

  ***************** London has been in touch with this customer.

  We apologized for the service failure, and we issued a full credit for the order.

  We also extended a discount code toward a future order, as a gesture of goodwill.

• Initial Complaint

  Date:12/09/2022

  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.

  Twice I have ordered products and waited 2 + weeks for products to SHIP, and some never did. Calls to customer service meant getting the standard, delays are due to (insert a small day-long issue like Black Friday) . . .. Never a wow 2 weeks to ship is bad, sorry!

  Business Response

  Date: 12/12/2022

  Aveda has been in touch with this customer to resolve the issue.
  
  We confirmed that her recent order was shipped, and we provided the tracking and scheduled delivery date. We also apologized for the delay in processing.
  
  In addition, we reshipped the order from August that the customer stated never arrived, and we provided the tracking number for the reshipped order. 
  
  Finally, we issued a full credit for the order from August that is being reshipped, as a gesture of goodwill. 

• Initial Complaint

  Date:12/08/2022

  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.

  My ******** love your products & purchase them at ************* outlets very regularly (several times a week) because we love them!I recently made a phone order with the ******** ** "Cosmetics Company Store" to be shipped. I've had excellent results with the ********** Allen *** NY, ****************** stores so I tried the ******* one.I called during Black Friday, they told me that they had ******** "Love don't be shy" & "Straight to heaven" in stock, I ordered both!My anniversary was December 2nd, so it would be a nice gift for myself (Straight to ******* **** wife (Love don't be shy) since we recently purchased smaller bottles of these (from the ***** After 2 weeks of waiting they finally arrived in the mail today!...& they sold/shipped the wrong item. They sold/shipped "Love don't be shy EXTREME" which is a very different scent (much more focused on oranges than marshmallows, & very different than the one my wife loved)I called the Cypress *************** rudely told me "That's all we have" - I explained that they told me it was "Love don't be shy" & not "Extreme" but the manager insisted "I don't do refunds or returns/I'm sorry you had a bad experience" before ending the call.I order pretty regularly over the phone, primarily from the ************* ** store & they're awesome! They'll make sure I know exactly what I'm getting & I've never had an issue with a phone sale until now.I ended up gifting it to my wife. She said she likes it but it's different & I can tell she isn't as big of a fan of it & is saying she likes it because it was a gift.I don't know if theres anything you can do to help? The store itself has been incredibly rude/unhelpful & I don't plan to shop there again. If this was my mistake, I'd absolutely own up to it. But when they make the mistake? I'd at least expect to be able to return it for something else.Any help is much appreciated. I'll keep ordering either way, but it leaves a sour taste.Thanks again,****

  Business Response

  Date: 12/12/2022

  By ****** has been in touch with this customer to resolve the issue.
  
  We reiterated our **************** Store policy - all items purchased at our **************** Stores are final sale, as indicated on the receipt.
  
  However, we are sending the customer the correct item with our compliments, as a gesture of goodwill.

• Initial Complaint

  Date:12/08/2022

  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.

  On Nov 22, I placed an order on La Mer website (order confirmation number is **********). After I received the order I decided to return everything in my order. I was given a *** Prepaid Label (******************* and I used that for my return. I was told that return will be processed in 1-2 days after it has been received. Order was delivered back to the warehouse on Dec 1. (tracking: *******************On Monday Dec 5, I called La Mer customer service asking about my return status. I was told my return was received and the agent submitted a request for credit and I will receive my refund. On Tuesday Dec 6, I texted La Mer customer service again asking the status of my return. However this time, the agent told me my return has not been received by La Mer! This is ridiculous! I used *** Label provided by La Mer and tracking info shows it has been delivered! And then that agent abruptly disconnected me! I have been buying La Mer products for many years and this should not be the way I was treated!I would like my refund be issued ASAP, just as promised. Thank you.

  Customer Answer

  Date: 12/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. I have received my refund from La Mer and a response from their customer service team. 
  
  Sincerely,
  
  *********
  
  
  
   
  
  

• Initial Complaint

  Date:12/07/2022

  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 the Este Lauder website on Nov 17, which includes a free gift: Micro Essence Treatment Lotion with Bio-Ferment. However, Este Lauder cancelled the gift on Dec 2, claiming it is out of stock, while the item is apparently still on sale on the website: **********************************************************************************************************************************************. The free gift promotion seems like a scam.I have emailed them multiple times with receiving any response.

  Business Response

  Date: 12/08/2022

  Este Lauder has been in touch with this customer to resolve the issue,
  
  We confirmed that the Micro Essence Treatment Lotion is being sent.

  We apologized for the systematic error causing the cancellation, as well as for the delay in our response.
  
  We also extended a discount code toward a future order as a gesture of goodwill.

  Customer Answer

  Date: 12/14/2022

  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:12/07/2022

  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 at ***** Official website 2022/11/25 Order ********** $360 worth of merchandise purchased After placing the order, I found that the order address was wrong. I contacted the customer service within 40 minutes to cancel the order. The customer service promised that the order had been cancelled, and 10 hours later Contacted the customer service again to cancel the order. The customer service told me to solve the problem. The order has been canceled and I am waiting for the cancellation email and refund. After three days, I checked the email and the order was not cancelled. They shipped it for me.The address of my order is wrong. I have moved away and no one will receive the package. I immediately contacted the customer service on the official website, but the company did not cancel my order and shipped it. I explained that I moved and the address was wrong and I couldnt get the package. The customer service still refuses to give me after-sales service. I am unwilling to recall the express package and let me solve the problems and losses by myself. I am very disappointed why such a large group company and brand have such a poor service attitude. It is extremely disappointing Deceiving customers and not helping customers solve problems i am very angry now I am now asking for a refund from them but they refuse to deal with the issue and will not give me a recall package nor give me a refund this is scamming customers i am very angry now!Give me my money back!

  Business Response

  Date: 12/20/2022

  La Mer has been in touch with this customer.
  
  In researching the complaint, we found that the customer chatted with us on 12/13/22 to indicate that she returned the order to us, using the prepaid label provided to her on 11/26/22. 
  
  We informed the customer that she will be notified once the return has been received and processed. 
  
  We have also noted that the promotional items included in the order will also need to be returned to us, in order to be credited. 

  Upon receipt of all returned items from the order, a refund can be be processed. 

• Initial Complaint

  Date:12/07/2022

  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.

  Date of the transaction: 25th Nov, 2022 Order number: ********** ESTEE LAUDER made a promotion on their website for the Black Friday, that was spend more than $200, every customer can get a Micro Essence Treatment Lotion with Bio-Ferment the largest size for FREE, code is ********.I spent $244.53, but they didnt give me the promotion item when I received my package. Then I contacted them to explain the situation and asked them to give me back the product that belongs to me, they promised they will ****** it to me, but they didnt keep their words again. Am so surprised that ESTEE LAUDER can cheat customers like this, as a big and famous company, how ridiculous they are! Please help me solve this problem, Thank you so much.

  Business Response

  Date: 12/12/2022

  Estee Lauder has been in touch with this customer to resolve the issue.
  
  We confirmed that the Micro Essence Treatment Lotion was shipped separately to the customer, after her initial outreach.
  
  We provided the tracking number for this item and the scheduled delivery date. We also extended a discount towards a future order as a gesture of goodwill.