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

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

• 

  Estee Lauder Companies

  575 Broadway,2nd Floor New York, NY 10012

  
• 

  Estee Lauder Companies

  146 East 56th Street New York, NY 10022

  
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  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:08/01/2022

  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.

  I have been a decades long customer of ********************** and love their products. I recently logged into my loyalty rewards account (which had enough points for me to purchase two of their top-tier rewards, and was informed that my account had been deleted and all my points erased as they had updated their rewards program and I hadnt made a purchase in a certain period. My reward number and identification gone as well. This notion of rewards expiration was complete need to me. It was never communicated via email (as airlines do), nor was I ever warned that my account could be erased. If I had been, I would have acted accordingly. I have reached out to the company by both phone and email and they have made absolutely no attempt to rectify this situation, citing that their files now only have an old numbe and a points balance, but no associated names. That is convenient when clients never used a number - stores looked us up by our name and zip code. And online use of our loyalty number was via our login information. The loyalty number was not something any client could be expected to have memorised. It is absolute fraud to erase years of loyalty rewards with no notice to customers.

  Business Response

  Date: 08/23/2022

  Aveda has been in touch with this guest.
  
  We can confirm that we reached out to the Aveda store that this guest mentioned (***************, **). The store verified that they could not locate a membership number for this guest, nor could they locate a purchase made by this guest within the last two years.

  As per our Terms & Conditions (****************************************************************) membership (and all accrued points or rewards in your account) will automatically expire if your account is inactive for a period of twelve (12) consecutive months. To keep your account active, you must make a purchase or redeem points/rewards under your Aveda Plus Rewards? account during each twelve (12) month period by doing one of the following: (1) logging into your Aveda Plus Rewards? account on ********* and making a qualifying purchase; (2) presenting your Aveda Plus Rewards? member identification card when making a qualifying purchase at retail store (i.e. Aveda ****************** and institutes or at Program-participating salons, spas, retail locations and institutes; or (3) using points to redeem an immediate discount reward.

  We suggested the guest refer to a prior Aveda Plus Rewards? email that *** have included her membership number, as we cannot reinstate Aveda Plus Rewards? membership without a membership number.

  Customer Answer

  Date: 08/31/2022

  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:

  
  Subject: Complaint ********

   

  To Whom It May ******* - 

   

  My complaint has definitely NOT been rectified. 

   

  The actions of Aveda are downright fraud. 

   

  As noted, I became an Aveda member when the company handed out plastic membership cards 20+ years ago. They cite a 2 year clause in the fine print of their membership terms. I have no idea if that policy was in place when I originally joined Aveda, but I can tell you, not once in my 20+ years did I ever receive anything from Aveda with my membership number on it. There were no points summaries the way airlines or credit cards provide them. As such, there is absolutely no documentation of my membership number. In fact, years ago when I realized Id lost my original card, I asked my store about it, and their answer? It didnt matter because all I needed was my name and zip code. Which is what I successfully used for years. 

   

  During the past two years that Ive been living overseas, I didnt receive a single notice from Aveda alerting me to the potential fact that my points - enough for two Tier 1 rewards - were at risk of being deleted. Again, I can reasonably compare that to an airline which not only notifies clients that points may be going away, but encourages another purchase. The fact that I was never notified of this potential loss of rewards, frankly feels unethical. 

   

  I can only assume that this lack of visibility and a failure of notification was because Aveda was looking to benefit from the fine print in a rewards plan and strip long-standing clients of rewards that no doubt account for some level of accrued cost on its balance sheet. 

   

  And then to add insult to injury, Aveda tells me that the only singular thing that can enable them to find my missing points is my membership number, which the store no longer has, and which you never provided to members in any statements.  

   

  Given that they cannot find my previous points, I have asked that my two Tier 1 benefits be restored in a new number. 

   

  Aveda should be absolutely ashamed of how it has handled this situation. 

   

  ***************************

   

   

   

   

   

  
  
  
  

  
  
  
  
  
   
  

  Business Response

  Date: 09/06/2022

  We can confirm that Aveda+Rewards? details are clearly defined in our Terms & Conditions (****************************************************************).
  
  As per our Terms & Conditions (****************************************************************) membership (and all accrued points or rewards in your account) will automatically expire if your account is inactive for a period of twelve (12) consecutive months. To keep your account active, you must make a purchase or redeem points/rewards under your Aveda Plus Rewards? account during each twelve (12) month period by doing one of the following: (1) logging into your Aveda Plus Rewards? account on ********* and making a qualifying purchase; (2) presenting your Aveda Plus Rewards? member identification card when making a qualifying purchase at retail store (i.e.Aveda ****************** and institutes or at Program-participating salons,spas, retail locations and institutes; or (3) using points to redeem an immediate discount reward.
  
  We can also confirm that:
  
  - Aveda sent out communications (both via email and physical mail) to notify Aveda+ Rewards? members of the above
  - We reached out to the Aveda store that the guest identified as frequenting. The store could not locate the guest's membership number, nor could they locate a purchase made by this guest within the last two years
  - We suggested the guest refer to a previous email communication from Aveda to help her locate her membership number
  - The guest has yet to provide us with an eligible membership number
  
  While the guest remains unsatisfied, we cannot reinstate membership of an expired account without an eligible membership number, nor can we open a new account to add points to a balance without an eligible membership number. We therefore consider this complaint closed.

  Customer Answer

  Date: 09/09/2022

  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:

  Aveda has made no effort to resolve this issue. Instead they continue to discount the value of a 20+ year client and insist that they cannot locate my member number, although they now indicate (only to you) that they have mailed and emailed me regarding this issue in the past. If that were the case, they would need to have a link between my information and my membership number, which would enable them to resolve this issue themselves.

  They refuse to do this. I had thousands of dollars worth of membership points in their system. If this were a situation where I had negligible value in points, while still disappointed in the process, I would be less concerned. But this is significant value and no effort on behalf of the firm to resolve it, nor show any form of concern for a long-term client. 

  In addition, the company has NEVER insisted on a membership number use nor ever promoted this number. I make this assertion based on the following:  

  - they refused to provide a replacement membership card (bearing my number) years ago when I indicated mine was lost and noted that all I needed was my name and zip code

  - they never once sent "status" or membership points updates (i.e. similar to an airliine) so that a member could review status and have a record of their membership number

  -they've wiped their system so neither me nor a store can access my old account - the discovery of my lost points happened by chance when I did go to login and make a purchase and discovered I was no longer deemed a member

  - I never received an email or mail from Aveda alerting me to this concern - as a very long-term client, I would have responded 

  - I provided data regarding a specific purchase that Pure Privilege then credited me for - Aveda noted they can also not link that purchase, despite the email and purchase information coming from them

   
  Aveda continues to hide behind "conditions" for Pure Privilege, has demonstrated no customer care for a long-term client, has offered no indication of replacement for my lost points, and continues to cite a circular argument for me to provide a membership number when they have a history of not providing one nor requiring it to receive points. What they are asking for is not fair and reasonable. 

  I can only imagine the total value of points that they have stolen from clients.

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

• Initial Complaint

  Date:07/21/2022

  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 have tried over 30 times to unsubscribe from Aveda marketing emails and even went through the website where I was told I would be removed from the lists. When you click on the unsubscribe link, it takes you to the aveda site rather than an unsubscribe confirmation. While I like their products, the emails are so frequent they are complete spam and making me think I should quit the product line

  Business Response

  Date: 07/27/2022

  Aveda has been in touch with this customer to personally assist.
  
  On 7/25/22, we reached out to the customer to confirm that we are unable to locate an Aveda Online newsletter subscription under the email address provided.
  
  We requested the customer forward a copy of a newsletter she received to our attention, so that we may investigate whether she is receiving Aveda emails via an alternate email address.
  
  As the customer has not responded, we consider this complaint closed.

  Should the customer require further assistance, we ask that she kindly reply to our email, or contact us at **************.

• Initial Complaint

  Date:07/18/2022

  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 attended the Aveda Institute ********** for the 100 ***************** program. Before paying $2825, I asked them if the program would be including everything in their brochure. I was assured it would. After being in school for half of the program, they hadn't taught me anything yet. I met with the ****, the director of the school, and asked her if I was going to be taught any of the techniques that were listed in the program and was told that they weren't prepared for a 100 hr program student. And that if I wanted to learn anything I was going to have to bring in my own clients to practice on. That was not stated in brochure at all. I then contacted ******, the owner of the Aveda School, and asked him what could be done. I feel he was very disrespectful in his response and didn't want to make things right. I have attached the emails between him and I. I stuck out the rest of the school hoping that things would get better. They ended up bringing a ****** in on my second to last day to teach a few things, but that was the only physical instruction I received. I feel like they are very misleading on what ****** students are expected to learn in the 100 hr program and should be more forward than they are before taking someones money.

  Business Response

  Date: 07/20/2022

  Aveda Institutes are independently owned and operated by parties unaffiliated with Aveda Corporation and the Estee Lauder Companies. We have forwarded this complaint directly to the institute for resolution, and we recommend that the guest follow up with the institute regarding this matter. 

• Initial Complaint

  Date:07/18/2022

  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 bought both the Santal 33 50ml bottle and the Santal 33 discovery from the Downtown ******* store. Order# *******. The 50ml bottle works perfectly fine. However, the discovery one's spray doesn't work nor is it topped off to the top. The 50ml one, I gave as a gift. The discovery one I was going to wear on my special day. I called customer service and no one picked up the phone. I left a voicemail and it has been more than a week, no response what so ever.

  Business Response

  Date: 07/20/2022

  Le Labo has been in touch with this client to personally assist.
  
  We apologized for the client's experience with the product. 
  
  We can confirm we processed samples equivalent to a 1.5mL EDP.

  We also arranged to send a complimentary Le Labo product for the client's inconvenience.
  
  Finally, we provided the *** tracking number for the items in transit.

• Initial Complaint

  Date:07/12/2022

  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.

  The order ********** came in and when i opened the bottle with oil was all leakng and everythimg inside is in oil so i took A picture right away called and sent it.i asked for a shipping label . I was promised i will get the resolution wuthing 2 days but 5 days later noone responded. I called few times, emailed 4 times. Its a 300$ item And i need my money asap

  Customer Answer

  Date: 07/12/2022

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