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

  550 Petrolia Ro North York, ON M3J 2W3

• 

  Estee Lauder Companies

  110 East 59th Street, 11th Floor New York, NY 10022-1304

  
• 

  Estee Lauder Companies

  415 West 13th Street, 5th Floor New York, NY 10014-1109

  
• 

  Estee Lauder Companies

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/02/2022

  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.

  Aveda sent me an email that stated I would receive a full size bottle if I spent a certain amount. I contacted them four times about the failure to provide a promotion. Their customer service representatives are rude. I spent a hour trying to get my promotion. Three representative hung up on me. They cannot induce consumers to purchase their products and not provide the promotion they promised. I still do not know if theyll send me the item given the abhorrent behavior or their reps.

  Business Response

  Date: 12/05/2022

  Aveda has been in touch with this customer to resolve the issue.
  
  We confirmed delivery of her original order and confirmed the tracking for the promotional item that was sent separately.
  
  We advised of carrier delays, and assured the customer that the promotional item will still be delivered.
  
  In addition, we apologized for the service failures, and extended an eGift Card as a gesture of goodwill.

• Initial Complaint

  Date:12/02/2022

  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 an item online in October that was not delivered. The carrier said the item was not deliverable and returned to Aveda, although I live in a single family home and receive other packages with no problem. I have called Aveda customer service 4 times to get this issue resolved. The first time I was told I would be issued a refund once the item was returned from the carrier and two weeks later I had not received a refund. I called back and was told that there was a technical glitch and the refund didnt go through but to expect it on November 15th. The refund didnt post so I called back after and was told the issue would be escalated and a manager would call be but never received a call. I want a refund for the item I never received.

  Business Response

  Date: 12/16/2022

  Aveda has been in touch with this guest to resolve the issue.
  
  We issued a refund for the order, and advised of the credit details.

  We also extended an eGift Card toward a future order as a gesture of goodwill.

• Initial Complaint

  Date:12/01/2022

  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.

  Ordered 10/22 with 2nd day air because I needed items for a specific date. Relevant items: Mac Pro Palette (empty, 2 eyeshadow) and 2 different eyeshadows. I received my order and the eyeshadows were not included. *************** was not as pictured on the website, and had a weird ******* design on it instead of the mac logo. Called Mac 10/27 and waited on hold for an hour. Was told the eyeshadows were backordered, but they showed as in stock on website and I was not notified when my order shipped (their policy). Since I no longer needed the eyeshadows if they weren't going to arrive in time, I canceled them. The woman on the phone confirmed for me that she had canceled them and I wouldn't be charged and they wouldnt ship. Then I tried to address *************** and she acted like I was making it up or hallucinating. She kept asking me if I was "sure it was the right item", and I kept saying NO, that's why I'm calling. It's not the right item. She told me she would have to have a supervisor call me back because if she re-shipped it she couldn't promise I wouldn't receive the wrong item again. (???) 11 days went by and I never received a call back. On 11/7 and 11/8 I received shipment notices for the eyeshadows I had canceled, and I was charged for them. I used MAC's chat on 11/8 to talk to customer service and was told my only option was to find somewhere to print a return label and send the eyeshadows back, taking more time out of my life to fix THEIR mistakes. I addressed *************** again and was told they would ship another one to me. I still have not received it. I posted a review on TrustPilot and they quickly replied, asking me to email them. I did, and got a "we're forwarding this to a manager" reply on 11/25. I still haven't heard back from them, or received the palette. I have supporting docs but the upload function on here is not currently working for me. Happy to supply them.

  Business Response

  Date: 12/16/2022

  MAC has been in touch with this customer.
  
  We apologized for her experience, assured her that we researching the issue internally, and confirmed that we are taking necessary steps to prevent a reoccurrence.
  
  We issued a full credit for the order, and also extended an eGift Card toward a future order as a gesture of goodwill.

• Initial Complaint

  Date:11/28/2022

  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.

  Order ********** from Oct 21 2022 I was on chat with ****** for a VERY long time only for her to disconnect me and not help. My order doesn't show up in my order history and I would like it in my history. My points are also not there and I would like those.

  Business Response

  Date: 12/02/2022

  MAC has been in touch with this customer to resolve the issue.
  
  We linked the customer's order to her account, and confirmed her current points balance.
  
  We verified that a return label has been sent for the requested items. We also explained that she will receive a refund upon receipt of the returned items at our fulfilment center.
  
  Finally, we extended a discount toward a future order, as a gesture of goodwill.

  Customer Answer

  Date: 12/05/2022

  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:

  With the amount of time I had to deal with this issue, your offer doesnt seem fair.  The points seem more fair.

   

   

   

   

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

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

  Business Response

  Date: 12/07/2022

  We reached out to this customer to further assist.
  
  We are applying the 700 loyalty points to the customer's account as requested.

  We sent a follow up email clarifying the points addition.

• Initial Complaint

  Date:11/22/2022

  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 was sent an email from Sephora.com offering 25% off Clinique makeup. In fact the product I was interested in was pictured in the email. Tried to order it online. No discount offered. I went to the store in ************* (*******). Same story. Called **************** from the store. No discount! ******* case of False Advertising.

  Business Response

  Date: 11/28/2022

  Clinique has been in touch with this consumer to resolve the issue.
  
  We apologized for the consumer's experience when attempting to participate in the advertised promotion.
  
  As a gesture of appreciation for this consumer's loyalty, we are sending the product displayed in the advertisement (the Almost Lipstick in Black Honey). 

  We also offered to send the consumer a selection of complimentary products, based on availability. 

   

  Customer Answer

  Date: 11/29/2022

  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:11/17/2022

  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.

  Hello, I used a gift card (****************) to buy goods at **************** (two orders **********, **********), because some goods were out of stock, some of the goods in the order were canceled, but the amount of money has not been returned to my gift card. I have contacted **************** customer service several times to deal with this matter, but it has not been resolved. **************** customer service asked me to contact the gift card supplier ********************, and I also contacted ********************, Still not resolved. My gift card was purchased at maccosmetics.com, and **************** is not responsible for after-sales!Just like playing football, I have been evading all the time. If I don't solve the problem, I don't know what to do. Please help me. Thank you.

  Business Response

  Date: 12/08/2022

  MAC has been in touch with this customer to resolve the issue.
  
  On 11/23/22, we informed the customer that the Gift Card ending in **** was refunded in the amount of $158.06 in two separate increments of $79.03 on 10/24/22 for the cancelled items from orders #********** and #**********. 
  
  We provided the customer with the current balance of the gift card, and also provided the tracking information for the items delivered on 9/7/22 and 9/8/22.
  
  

• Initial Complaint

  Date:11/15/2022

  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 placed an order on 8/16/2022 at the cosmetics company store website. It totally took me $278.63. The order number is ************** They said they had exclusive online gifts. So I bought some products online. While when I received my package I found that they cancelled the exclusive online gifts and the products I received were not what I bought before. I paid $278.63 for advanced night repair eye serum synchronized complex II while I received were advanced night repair eye concentrate matrix. The price of these 2 products is totally different. I only got no more than $100 products.And the most ridiculous is the wrong products they sent me were expired in October 2022. They were trash. So I contacted them several times . And they just ignored my email. I found that they said all purchases were final sale on their website. So I contacted bank to make a dispute. During dispute I got their reply they said they would refund me. So I trust them, cancelled the bank dispute and waiting for my refund. And cancelled my dispute is totally wrong. Because after I cancelled my dispute I still havent received my refund from them. I contacted them for a lot of times they just told me they issued my refund on 9/12/2022. While I have got nothing. I contacted them to check while they ignored again and again. I contacted bank they said I have to contacted the store because there was no refund pending. So I paid $278 for nothing. And the cosmetics company store said nothing for it. They sent me wrong expired items and cancelled my gifts and ignored my emails. So Plz help me with it. Every time I think of it I feel really awful and sad. It really influenced my life. If you need more information please let me know. Thank you.

  Business Response

  Date: 11/22/2022

  The **************** Store team reached out to this consumer via email to resolve the issue.

  A refund was issued, and the team apologized for the consumer's negative experience.

• Initial Complaint

  Date:11/10/2022

  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.

  Hello! I hope you are doing well! I had purchased a mini perfume set from ****** on October 18th and it was delivered on October 21st. I opened the box right away and discovered that nothing was in the box but tissue paper and a thank you note from the company. I immediately sent an email to your team at 12:17pm on October 21st. They referee me to the website. I tried repeatedly to file my claim and it would not let me complete it. I was able to reach someone when I called in but as we were completing the order she mistakenly hung up on me. I called back and spoke to another person who said they would expedite sending the sample set. I have yet to receive anything and when I tried to use the chat feature on Friday, October 28th to follow up, the agent did not pay attention to my questions and frankly had bad customer service. For an issue so small, the customer service failures are monumental for no reason. I ordered the sample set to decide which fragrance I wanted to purchase for my sister in the full size.I am extremely frustrated and as a last resort I went to their social media site. The customer service was so poor, I was unsure if I had been scammed. My order number is **********. I hope I hear from someone to resolve this. I know things happen but the lack of customer service and attention detail for a luxury brand is upsetting.I look forward to hearing from you soon. I can be recached at ************** or ************************ Thank you and have a wonderful day!*************************

  Business Response

  Date: 11/18/2022

  By ****** has reached out to this customer to resolve the matter.
  
  We issued a full credit for the order, and are shipping the selection of samples that the customer requested.

• Initial Complaint

  Date:11/10/2022

  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.

  ***************** took a $500 order, placed it in shipping over one week ago and the package never left the warehouse. No tracking number! I called after one week and finally got a tracking number, which states it never got to the carrier in one week. When I asked how this could have happened, they could not explain and when told this was unacceptable, they said "I'm sorry you feel this way". The ***** apathetic attitude towards such costly failures is appalling. They promised a reshipment that is expedited but who knows if that will fall through: no tracking, no confirmation number on the account. NOTE: A huge part of this could be ********************* choice to use Lasership for my order, a company notorious for these types of shipping failures and worse. They had to know this and use it anyway. They claim that standard shipping will always be **** (not the best but that's fine), but my first order was standard shipping and they used Lasership anyway. They straight lied about their use of Lasership as just a random choice only for expedited orders and not for standard.

  Business Response

  Date: 12/01/2022

  ************************ has been in touch with this customer to resolve the issue.
  
  We reshipped the order, and we extended a discount code toward a future order as a gesture of goodwill.

• Initial Complaint

  Date:11/07/2022

  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.

  Hello BBB,I had placed an order, **********, on Estee *******'s website and it was supposed to be delivered on 11/1. Upon receiving notification of delivery, I could not find the package. I was worried due to the amount of my order about the status of the package and contacted EL's customer support who then told me to wait 5 days as the package may have been marked delivered but still out for delivery. I also tried contacted Lasership customer service about the tracking number, ***************, who were unhelpful as well. Today I reached out to Estee Launder customer support again for assistance and was told that I have to file a claim with the shipper! Lasership is the worst! I can't get a hold of their support now and a ****** search shows that they are the cause of many problems for other people. I am disappointed as to why big companies are just pushing the blame onto each other. I had really wanted the products I ordered but at this point just want my money back instead of going through the back and forth (if I could even get a proper response from Lasership!).

  Business Response

  Date: 11/14/2022

  Estee Lauder has been in touch with this customer to resolve the issue.

  We offered a reshipment of the order to a shipping address where someone will be available to sign for the delivery. We are waiting on the customer to confirm the ****************** address.

  In addition, we sent a selection of samples and extended a discount toward a future order as a gesture of goodwill.
  
  Finally, our internal team is reviewing the customer's chat conversations, providing coaching opportunities to chat agents as needed.

  Customer Answer

  Date: 11/21/2022

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