Cosmetics Sales
Estee Lauder CompaniesHeadquarters
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
- 350 total complaints in the last 3 years.
- 117 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/03/2022
Type:Service or Repair IssuesStatus: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 placed the order **********(tracking number ***************) on Oct 24th, 2022 on La mer website ( **************************** ), this order include 1 body cream 10 oz, 1 the concentrate and 5 samples, but while i received the package (tracking number ************** ) i found there is no body cream 10oz in it, i have emailed the ***** about it, but they refuse to compensate for my loss. this item cost me ************************************** this case, i have measure the package size and the size of the body cream 10oz, it is so obvious that the body cream did not in the package. The size of the package is 23cm(L)*16cm(W)*6.5cm(H), my friend helped me to measure the size of the body cream is 11.5cm(L)*9.6cm(W)*11.5cm(H), the body cream can not be put into the box which height just 6.5cm.So, please help to resove this issue, thank you so muchBusiness Response
Date: 11/14/2022
La Mer has been in touch with this customer to resolve the issue.
Upon researching in our fulfillment center, we are honoring the customer's claim of loss to a freight forwarding address.We requested that the customer respond with a shipping address where we can ****** the items in question.
We also extended a discount code toward a future order as a gesture of goodwill.Customer Answer
Date: 11/17/2022
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:[Your Answer Here]
I have received the email from La Mer Online Service <***********************************> on Nov 11, and replied my address onNov 12, no reply. then i resend this email on Nov 14th, no reply. I send the same email on Nov 15, until now, i have not got any reply about the reshipment as they promised. Attached are the 3 emails
please contact ***** to kindly ship the body cream 10oz to below add.
****** ****
** ****************
*****
*********** ** *****
*************
****** ****** **********but in this case, i prefer ***** to refund me the cost of the body cream, 300usd to avoid further issue.
Thank youIn order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** ****
Business Response
Date: 11/21/2022
La Mer reached out to this customer via email on 11/17/22 to confirm that a credit for order #********** was issued.
We also advised on the timing of when the funds will appear in the customer's account.
Initial Complaint
Date:11/02/2022
Type:Product IssuesStatus: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.
11/1/22 I purchased a product for ******. I checked my bank account and was charged twice. I called Estee Lauder and they stated the 2nd charge was a hold charge from my bank. I contacted the bank and was told it was not a charge from them but from Estee. I again called Estee Lauder and was again told they could not refund the money until **** after I received product.vso I am being charged twice for one product purchase. On the bank statement it shows the 2nd charge as a recurring charge. I have contacted my bank so it's flagged if I get charged a third time. The bank stated that they have seen this before with companies and were supportive. The manager I spoke with was extremely rude and argumentative. When I asked to cancel they stated product has already been shipped and they would send me a return label so for one product purchase on 10/31/22 I am out ****** for 2 weeksBusiness Response
Date: 11/09/2022
Estee Lauder has been in touch with this customer to resolve the matter.
We can confirm that we issued a full credit for the customer's order.We explained to the customer that she could keep the order as our gift, as a gesture of goodwill for her negative experience.
We also explained the credit card authorization process. We advised that if the customer is continuing to see duplicate charges on her account, to provide us with screenshots of the duplicate charges, so that we can investigate further.
Initial Complaint
Date:11/01/2022
Type:Delivery IssuesStatus: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 #: ********** Order Placed: October 27, 2022 Total: $4040.00 Loyalty Points Earned*: **** Status: Shipped ************ Tracking Number: ****************** today,since i find i make wrong items ,i ask ********************* my order ,but they still ship my order then i ask them intercept my packege,but they told me my order shipped to a forwarding company,they cant do this but i ask ups,ups told me only the sender can send return requestBusiness Response
Date: 11/03/2022
La Mer has been in touch with this customer to resolve the matter.
Upon reviewing, we found that order #********** was placed on 10/27/22. It was already in transit when the customer requested we cancel or intercept the order on 10/31/22.
We are unable to intercept packages once in transit, so we informed the customer that we would send a return label to return the items to our offices. Upon receipt of the returned items, we can process a refund.
Our records indicate that the label was requested on 10/31/22 and can be expected within two (2) days of request. We confirmed to the customer that a return label has been issued.
We also suggested that the customer check with the forwarding company to determine if they could refuse the package on the customers behalf.Initial Complaint
Date:10/31/2022
Type:Delivery IssuesStatus: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.
10/17/2022, I in ***************************** purchase order: **********, but so far still have not received this order, query website provides transport order no. : **************** you can see that the package still hasn't been sent, but the website refuses any communication, refuses to compensate me for any damages, this is a fraud, it's terrible, I can't believe this is happening in the beautiful ************************ with sound laws!Business Response
Date: 11/03/2022
La Mer has been in touch with this customer to resolve the matter.
We can confirm we issued a full refund for the customer's order.
In addition, we extended a discount code toward a future order as a gesture of goodwill for the customer's loyalty.Initial Complaint
Date:10/27/2022
Type:Service or Repair IssuesStatus: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.
They advertise that first responders get 20% off their products. I submitted my credentials twice and was denied saying that I wasn't qualified for the 20% discount.Business Response
Date: 11/07/2022
Aveda reached out to this customer via email on 11/3/22 to resolve this issue.
We can confirm that the ********* First Responder offer is applicable for active personnel, as outlined on the offers verification page.
As a gesture of goodwill, we extended a one-time use online discount to this customer, to be redeemed on a future order.Initial Complaint
Date:10/24/2022
Type:Sales and Advertising IssuesStatus: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 went to this salon on the 15th of October 2022 and ******* and ******** mentioned that I would get 15% off any products as first time buyer. And I told them that I would come another time to get the products.It has been a policy for Aveda to afford their first time buyers a 15% discount on products. I have asked and confirmed from customers.So I went back today which is the 21st of October 2022. And the person at the counter named ******* seemed very rude. ******* said she is not honoring the 15%, so I called on the manager ******* who also said they would not honor the 15% discount to me a first time buyer. So I made the purchase anyway for proof of their disservice. Further more after denying me what they normally would have afforded a customer ******* threw the bag at me at the counter, my husband and I were shocked at her bad behavior. Shame on the owners for hiring people like ******* and ******* who destroy customer trust. ******* also denied the fact the first time product buyers get 15% discount in front of her team. This is what she had told us on the 15th of October when I went for a hair treatment but then denied it on the 21st of October, 2022. She began singing a different tune and so my husband and I were shocked at their manipulative behavior. I would like to know if this kind of behavior is what AVEDA teaches it franchisees? Is this their standard of service? Why wasn't I treated disrespectfully? Why wasn't I afforded the discount? Why was I punished for patronizing this store and told that whatever I hear about the 15% discount was not true? Why was I harassed by the employees just for a few dollars of discount? What gave Aveda employees the right to treat me and my family in this manner? Why is there not a license number on this business which is located in to Pasco County, **. What is AVEDA going to do about such traumatic and horrifying client experiences?Business Response
Date: 10/27/2022
We regret to learn of this guest's disappointment with the service at an unnamed salon location.
As salons are independently owned and operated, 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:10/19/2022
Type:Service or Repair IssuesStatus: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.
Leaf Aveda Salon Spa in **************, ** on October 4th, 2022 at 12:30pm for a color, single process (full head)The stylist, *****, applied the color, but only to my roots. After she had colored just my roots, I asked her about the rest of my hair. She said I was put down for midsection only. I explained to her how that was incorrect and that I had booked an all over color (single process, full head). She prepared more color, came back and began applying it to the right side of my head, 5 or 6 sections into applying color to the full length of my hair (not just the roots) I told her I wanted to leaveThe experience I was having the entire time was NOT what it should have been. Her attitude was snarky; tossing my hair in my face as she changed sections, covering the back of my neck with color. Everything about the experience was extremely unpleasant. I was uncomfortable, unhappy, etc. and wanted to go home. The stylist left and returned with the assistant manager, ******, who explained the color wouldnt have had time to process, which I knew. They both asked me multiple times why I wanted to leave. At the end I had to ask Cant I just leave?At the front desk I was being charged $100. (The single process full head of color costs $80+, as stated on their website.) I was being charged for having received a full head of all over color and I was being charged to pay for the unused product, as the assistant manager explained it. I tried telling all 4 of them that my whole head had NOT been colored, just my roots and a few sections on the right, but the assistant manager INSISTED she saw my whole head covered in color and the receptionist agreed. The assistant manager said I was being charged for my whole head being colored, as well as, also paying unused product due to me leaving early.I was charged for something that didnt happen.$100 custom amount was on the receipt. I got in my car and just cried. My experience was DISGUSTING.Business Response
Date: 10/19/2022
We regret to learn of this guest's disappointment with the service at Leaf Aveda Salon Spa.
As Leaf Aveda Salon Spa is an independently owned 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:10/11/2022
Type:Delivery IssuesStatus: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.
In Estee Lauder online purchase order **********, received the goods found a few things missing, Estee Lauder missed a bottle of Soft Clean Infusion Hydrating Essence Treatment Lotion****oz and two of Nutritious Super-************************** 2-in-1 Cleansing Foam 4.2 oz. contact customer service will not deal with, if ******************************************* can send something complete, no one will give customer service trouble for no reason, first of all, Estee Lauder themselves to ensure that their shipments are sent complete, rather than intentionally send a few products less, intercepted the picture of the unboxing video, also checked the weight, are very clear Show is Estee Lauder did not send all the goods, a bottle of Soft Clean Infusion Hydrating Essence Treatment Lotion The weight of ****oz is 1.2 pounds, two bottles are 2.4 pounds, plus other things how can only 6 pounds, also trouble Estee Lauder themselves to retrieve the shipping video, to see if the employees who shipped the things according to the order with a complete. Estee Lauder needs to give an explanation.Business Response
Date: 10/14/2022
Estee Lauder 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 10/6/22. As noted on our website, (*****************************************************), we are not responsible for damage, defect, or loss that occurs to goods delivered to a forwarding company. *************** 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 regret that the customer is dissatisfied, we appreciate the customers understanding of our freight forwarding policy.Customer Answer
Date: 10/18/2022
Better Business Bureau:
*******************************************
*********Estee Lauder Group did not investigate their own warehouse shipments, just keep passing the buck, the unboxing video has indicated that something is missing, the shipping weight is also incorrect, Estee Lauder is also still sophomoric, passing the buck. Estee Lauder manager did not even reply to my query
*** *** *******************
**
**
Initial Complaint
Date:10/11/2022
Type:Delivery IssuesStatus: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 order is *******************************Business Response
Date: 10/12/2022
Estee Lauder has been in touch with this customer to assist.
We have reshipped the item missing from the order, and emailed the customer to confirm resolution.Initial Complaint
Date:09/30/2022
Type:Delivery IssuesStatus: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 esteelauder.com and my order number is **********. I only received the sample but not the skincare set I purchased . I checked the tracking number on *********** website (******************). The record shows that the weight is 0.5lb. It is toooooo light for this skincare set! It is obvious that estee lauder didn't ship my skincare set. I tried to contact the customer service agent (******) and she is not helpful at all! She was reluctant to get information of the skin care set's weight!Business Response
Date: 10/06/2022
Estee Lauder 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 9/16/22 at 12:44pm. As noted on our website, (*****************************************************), we are not responsible for damage, defect, or loss that occurs to goods delivered to a forwarding company. EsteeLauder.com 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 regret that the customer is dissatisfied, we appreciate the customers understanding of our freight forwarding policy.Customer Answer
Date: 10/07/2022
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:[Your Answer Here]
Please check the record of package weight (on *** website) and the weight of estee lauder set I purchased. You can easily compare the weight and prove that the gift set is NOT included in the package.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** ****
Customer Answer
Date: 11/08/2022
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:[Your Answer Here]
My email address is ***************** and I didn't receive email from estee lauder around Oct 21st.
In addition, I found another evidence from *** to prove that estee lauder DIDN'T send me the skincare set I ordered for #**********.
I attached the screenshot of *** tracking ******************* This package was sent from estee lauder (order number **********) which contains TWO skincare sets and weight 3.1lb. I'm 100% sure that this skincare set is more than one pound!
Thus, please arrange a reshipment for the missing skin care set, or refund it.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** ****
Business Response
Date: 11/22/2022
Estee Lauder can confirm that a credit for this customer's order was issued on 10/21/22.
We originally reached out to the email address associated with the account/order.
We also sent a confirmation email to the email address provided in the BBB complaint, verifying the details of the credit issued.
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This business has committed to upholding the BBB Standards for Trust.
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