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:09/28/2022

  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.

  Your ORIGIN GINGER Products are very expensive and there is always about 1/3 of product left in the container that is virtually unusable and wastes money. The LOTION, MOUSSE, and BATH product are a disappointment.Is there some way that the container can be modified so there is not so much wasted? Too expensive to waste.

  Business Response

  Date: 10/13/2022

  Origins has been in touch with this consumer in regard to this matter.
  
  We can confirm that we documented the consumer's comments regarding the packaging of our products, to be shared with appropriate internal teams.
  
  Additionally, we arranged to send a complimentary product to this consumer, as a token of our appreciation for her loyalty to the brand. We also advised on the time frame for delivery of the complimentary product.

  Customer Answer

  Date: 10/13/2022

  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 do hope that Origins will follow through on their offer to send me a replacement of Origins Ginger Hand Lotion.  Moreover, the design of the hand lotion container needs to be addressed, since 1/3 of the product always remains in the container and unless you cut through the container with a sharp knife to access the remaining lotion, money is wasted.  Origins is a brand that is very pricey.

  I do appreciate their following up with me.  I will look forward  to receiving their excellent product.
  
  Sincerely,
  
  *****************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:09/23/2022

  Type:Sales and Advertising 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 store offers a rewards program that offers points for every purchase made in the store or online. I recently found out that my loyalty rewards card was cancelled due to no purchase made in last one year. I made a purchase in May 2021 online (since there is no Aveda store near my house) and found 3 to 4 bottles of shampoo hoping It will last me for some time. I was never contacted by Aveda to say that you need to make a purchase otherwise you will loose all the points that were earned by you. I have been their member since 2006, had more than ****** points. Spoke to a rep ***** and then a Supervisor ****** that said that this was their company policy abs always has been. I as a customer feel very cheated that they just took away all the points I gad earned since 2006. These points firstly should never expire. Secondly def not without a notice. Please let me know how I can be helped. Thanks!

  Business Response

  Date: 09/28/2022

  Aveda has been in touch with this guest to personally assist.
  
  We placed an order on her behalf and reinstated her account.

• Initial Complaint

  Date:09/22/2022

  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 am part of the Cosmetics Company Stores (an Este Lauder company) Texts and ******************* You can buy Limited addition bundles through text messaging. I placed an order and realized my address was incorrect. I sent an email the same day that I placed my order trying to get resolution. No one responded to my email for five days during which my package was shipped to the incorrect address after dealing with both this company and *** and being given the runaround I could not get resolution. I am out $70 and never received my package.

  Business Response

  Date: 09/23/2022

  We can confirm that we reached out to the **************** Store Text and ******************* to assist.

  While they are unable to change an address, or cancel an order once it has been placed, they are issuing a refund for this consumer's order.

  We contacted the consumer to advise on the refund, and we also provided a link for the consumer to update the address for future orders.

• Initial Complaint

  Date:09/19/2022

  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 #: **********--Order Placed: August 11, 2022--Total: $2545.0-----Tracking Number: ****************** because i bought wrong item,i return the package ,but i didnt get the refund.then i chat with online expert,they told me they will process a research regaiding my return ,i chat 4 times,everytime told me wait.ater i wait almost 1 month they send me email told me the return is not purchased from ***** Although my package was sent to the transport company, I still have the most basic integrity. I just returned the package sent to me by *****, and I asked the transport company to return it without even opening it The contents of the package were not moved. Now tell me that they were not bought at *****. Was it stolen by a forwarding company that has been operating for more than ten years? Why didn't ***** investigate at the source, ***** must have sent the wrong thing in the first place, why didn't they investigate? I asked ***** if the packaging record of the most original express was monitored. ***** replied that he did not. Is there no monitoring for a warehouse as big as *****?Now it is not for me to pay for ******* mistake. I ask ***** to refund the money as soon as possible to end this bad time

  Business Response

  Date: 10/21/2022

  La *** has been in touch with this customer.
   
  The customers original order (#**********) contained the **** de la *** ****oz, and our records indicate that this is the only product that was sent for this order.
   
  The customer stated that she received three (3) different La *** products (the Moisturizing Soft Cream 2oz, the **** de la *** 2oz, and The Moisturizing Cool Gel Cream 2oz) in order #********** and has returned them to us.  However, we cannot locate any online order associated with the purchase of these three products. We clarified that if the customer is able to provide an online order number associated with the three (3) products returned to us, we can further assist. 
   
  In addition, the customer requested a refund to be issued for the value of the **** de la *** ****oz ($2545.00), which was not returned to us. We advised that if she wishes to receive a credit for this item (the **** de la *** ****oz), she will need to return that item to our fulfillment center. 
   
  The customer responded and advised that we could return the three (3) products (the Moisturizing Soft Cream 2oz, the **** de la *** 2oz, and The Moisturizing Cool Gel Cream 2oz) to her. As such, we returned the three (3) products (the Moisturizing Soft Cream 2oz, the **** de la *** 2oz, and The Moisturizing Cool Gel Cream 2oz ) to the customer and shared the tracking number associated with that shipment **** ******************). The tracking shows as delivered to the customers freight forwarder address on 10/6/22. 
   
  The customer also stated that she would return the **** de la *** **** oz to our offices. The customer provided the tracking number for the **** de la *** ****oz. she is returning. We confirmed that we would be in touch regarding the return once it has been received and processed. 
   
  According to the tracking number provided, it has not yet been delivered to our fulfillment center. Upon receipt of the **** de la *** ****oz, we will further assist with resolution.
   
  

• Initial Complaint

  Date:09/12/2022

  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 have been a customer of ********************** products and services for many years. I had quite a few points accrued from their Aveda Rewards program for buying products and having services rendered in their salons. Aveda changed the program, and all my points were gone. I have emailed them twice and have been told the email is being forwarded over to the rewards department, although no one ever gets back to me. I also have tried to call without any help, and just get transferred around.

  Business Response

  Date: 09/15/2022

  Aveda has been in touch with this guest to personally assist. 
  
  We reinstated her account and added the missing online transactions. 
  
  We also assisted her with linking her online account to her Aveda Plus Rewards account. Moving forward, her purchases will be credited to her rewards account.

  Customer Answer

  Date: 09/15/2022

  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:08/22/2022

  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 name :******************* Order: **********, **********, ********** Email: **************** Address: ***** ******************* **** **************** *** *** *****, #****** ******************************************* Phone ********** Hello, I bought 3 orders in Este Lauder. The products I received are all out of date. Este Lauder does not attach importance to this problem. I will not use the product. I am worried about his safety. I ask Este Lauder to give me a refund.

  Business Response

  Date: 08/30/2022

  Este Lauder has been in touch with this customer to personally assist.
  
  We can confirm that we issued a credit for the customer's three (3) orders.
  
  Additionally, all expired items were pulled from inventory.

• Initial Complaint

  Date:08/18/2022

  Type:Billing 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 ordered products from Estee Lauder.com in June , 2022. A part of this was backordered, thus cancelled by me. Today, August. 17, 2022, I see a pending charge for $16+ by Estee Lauder. I called to question this and was informed by a call center agent and then his supervisor that because this was for a backordered item, it will continue to show as a pending transaction on my account. Anything pending withholds funds from an account until it's paid. Thus, Estee Lauder is causing funds to be held, even if only for a couple of days, as they say, from my account. I cancelled this in June. How is it ok for a company to continue to access a personal account for something the customer has cancelled? The supervisor stated that there is no way for them to change this in their system because the item is backordered. Does this mean and is it acceptable that I'll continue to see this pending transaction for however many months it takes for the item to come back into stock? That Estee Lauder can continue to access my personal account? This is a highly unacceptable business practice.

  Business Response

  Date: 08/29/2022

  Estee Lauder has been in touch with this customer to personally assist.

  We confirmed that the back ordered item has been cancelled, and that the customer was not charged for it. We also apologized that the item was not cancelled originally, as requested.

  In addition, we clarified the authorization hold process.

  Since the back ordered item is now back in stock, we sent it to the customer as our gift, along with a selection of deluxe samples, as a gesture of goodwill.
  

• Initial Complaint

  Date:08/16/2022

  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.

  Hi my order number is ********. This perfume is not what I expected. It does not smell good at all. It has a very potent sick pickle smell. I compared it to my sisters bottle of Santal 33 and it is clearly not the same perfume. I dont know what happened but what I got smells like river water with pickles floating. I need to return this ASAP. I initially emailed the company 8/3 immediately after I received the perfume. I didnt get respond until almost a week later. This is the response I received:We are sorry to hear about your experience with your scent. We pride ourselves in the craftsmanship of our creations, and would be happy to assist with this matter to the best of our abilities. All of our freshly compounded perfumes undergo a process of maceration, which typically takes at least 14 days. During this period, all the ingredients move in a molecular level to reach equilibrium, allowing the perfume to manifest its true olfactive characteristic. We recommend keeping your bottle in a room temperature environment or in a refrigerated area. The continuous use of the fragrance is key to releasing any unequilibrated formulation located in the sprayer tube.May we kindly ask for a photo of your bottle with the label in the forefront? Kindly,***** Concierge LE LABO Fragrances ************** (US)**************** (Outside US)I sent the pictures immediately after receiving the response. The perfume smells horrible nothing like what I smelled before. I need to know where to send this back to. I paid over 200 dollars for pickle juice.

  Business Response

  Date: 08/24/2022

  Le Labo has been in touch with this client to personally assist.
  

  A return label was provided so that the client may ship her perfume back to us for reformulation. 

• Initial Complaint

  Date:08/09/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent back order #********** on July 5,2022 to Aveda for a refund. Aveda received this on 07/11/2022. On 07/19/2022 I contacted their customer service via email to inquire where my refund was. I received a response from representative ****** that they have gone ahead and issued the credit and I should have the money back with in 7 business days. I still had not been refunded by 07/28/2022 so I contacted them again to find out why they had not refunded me when I was told the refund had been issued by the last rep I had received a response from. I received a response back from representative ******* stating that once their warehouse receives it back, they will process the return and issue a refund. Aveda already received it back on 07/11/2022, and I was told on 07/19/2022 they were issuing the refund I was owed. So, clearly this rep cannot do her job and is too lazy to look into things and figure out why I have still not been refunded when they have had the return back in their possession since 07/11/2022, so she is just giving out generic answers just to not have to do her job. Aveda owes me a refund of $45.47, and, to this day 08/08/2022-they have still not refunded my money.

  Business Response

  Date: 08/24/2022

  Aveda has been in touch with this guest to personally assist. 
  
  We have informed the guest that the refund for her return was issued as of 8/19/22.
  
  We also provided her with a discount code for a future order as a gesture of regret for both the delayed processing, and the multiple contacts needed to obtain an update.

  Customer Answer

  Date: 08/30/2022

  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:08/03/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order: ********** Received 9 lipstick, including expired and temporary.I am worried about safety.Please give me a refund.After finding a merchant to deal with the problem, the merchant not only did not deal with it, but also turned a blind eye.First name and last name: ***** paper 1209.Email: ******************************************************* address and charging city:*******************************, Ste*** # ****** ****************************

  Customer Answer

  Date: 08/05/2022

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