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

  
• 

  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:02/13/2025

  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.

  Order Date November 29, 2024 This order tracking number as emailed was:*************** by ontrac delivery, but its not correct ,i have not receive it ,but the estee lauder and the express company said,because its the forwarding company they cant deal it ,i order it but i have nothing,so i want to refund the amount $276.5 by my credit card

  Customer Answer

  Date: 02/21/2025

  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:02/13/2025

  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.

  Incident Details:On January 22, 2025, I placed an order (Order #**********) on ******* official website through a promotional link from Dealmoon. I selected ****** as my payment method, and the order total was $1,090.09.During payment, after scanning the ** code and successfully completing the transaction, the page did not redirect back to La Mer. Instead, I was prompted to scan and pay again. To ensure my order was processed, I scanned and paid again. The order was then confirmed, but La Mer charged me twice, totaling $2,180.18 for a single order.Attempts to Resolve the ********************** Assurances: I immediately contacted ******* customer service via online chat and phone. I was told that since only one order existed, the second charge would be automatically refunded within 3-5 business days after shipment.Failure to Refund: It has now been over two weeks, and no refund has been processed. I followed up multiple times, and ****** continues to claim they are still investigating the ************ Confirmation: I contacted ******, which confirmed that both transactions were successfully received by La Mer, and no refund has been issued.Escalation to Management: After repeated inquiries, I received a response from ******** *****, Manager of **************************** apologizing but failing to provide any refund ************** and Ethical Concerns:Violation of the *************** Transfer Act (EFTA): La Mer is unlawfully withholding my money and failing to correct an unauthorized double charge in a timely manner.Consumer Protection Violation: La Mer falsely promised a refund within 3-5 business days, yet they continue to delay without any resolution.Targeting Alipay Users: ****** heavily promotes products through Dealmoon, a platform widely used by Chinese and Chinese-American consumers. Their mishandling of ****** transactions raises concerns about systematic delays or unfair treatment toward ****** users.

  Business Response

  Date: 02/14/2025

  We have been in touch with this consumer.

• Initial Complaint

  Date:02/11/2025

  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 am writing to express my disappointment regarding a recent order (#**********) that was unfortunately stolen after delivery. When I reached out to customer service, I was informed that the order could not be replaced since it was delivered by the shipping company.I understand policies must be in place, but I want to share my perspective as a loyal MAC customer for over 20 years. From the day of my 16th birthday when I was given permission to wear makeup, MAC has been my go-to brand. I have consistently chosen your products and have always been a devoted supporter of MAC Cosmetics.This recent experience has left me feeling disheartened. My loyalty to MAC is reflected not only in my continuous patronage but also in the countless times I have recommended your products to friends and family. It is because of my deep appreciation for MAC that I find this situation particularly disappointing.I kindly request that you reconsider the decision and offer a replacement for my stolen order. I hope you can understand my position and recognize the value of maintaining a positive relationship with a long-term loyal customer. Your consideration and generosity in resolving this matter would mean a great deal to me.Thank you for taking the time to read my message. I look forward to your response and hope we can find a satisfactory resolution.

  Business Response

  Date: 02/12/2025

  We have been in touch with this consumer.

  Customer Answer

  Date: 03/18/2025

  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:

  Hello the business I filed a complaint (reference ID # ********* with responded and said that it would resolve the issue by shipping a replacement order but after promising that all communication stopped and they have not responded to any more of my emails. Can I please reopen this complaint? 

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

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

  Business Response

  Date: 04/07/2025

  Your recent contact regarding order #********** was
  shared with me, and I sincerely regret that this matter has not yet been
  resolved to your satisfaction. I understand how frustrating and inconvenient
  this has been for you, and I appreciate the opportunity to address your
  concerns and ensure a complete resolution.
  
  I also
  want to apologize for the delay in our response. Unfortunately, I have been
  unable to locate your previous emails in our system. However, we truly
  appreciate your patience and for confirming your shipping address. As a result,
  we will be sending your order via expedited delivery to ensure you receive it
  as quickly as possible.
  
  We hope
  this helps alleviate any frustration caused. If you continue to experience any
  issues or have further questions, please don’t hesitate to contact us directly
  at ###-###-####. Your satisfaction is our priority, and we are here to assist
  you in any way we can.

  Customer Answer

  Date: 04/23/2025

  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:02/07/2025

  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.

  My order number is ********** I placed order on January 29 2025 I paid all orders total $1134. On February 5 2025 I have my package. When I checked the package I only received 2 x touch of La mer gift set package I missed 1x hydrating radiance collection .And I trying to call the customer service .They cannot give me any refund or reship.

  Business Response

  Date: 02/07/2025

  Our records indicate that this order was shipped with all items included at 4 pounds, and the order was delivered in full on 2/5. According to *** tracking number ******************, a photo of delivery was confirmed at the address you provided.
    
  Our records indicate that you have reported several orders arriving incomplete, and this is a highly unusual occurrence. As mentioned in our email on 2/4 we are unable to honor a reshipment or credit for this item, as we previously credited a prior order in good faith, as an accommodation. I appreciate your understanding. For more information about our policy, please visit our website here - ************************************************************;

• Initial Complaint

  Date:01/31/2025

  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 called numerous times for the past 2 months wanting to return 2 products that I ordered. They tell me that they will email a return label and I have not received them. They keep telling me that they sent but I told them that I didn't get them. I want to return the face powder that was $42-order #********** and also the smart clinical repair eye cream that was $69.00-order #**********. I called and requested a rerun label well before the 60 day return window was closed. Send me the labels or refund me.

  Business Response

  Date: 02/03/2025

  We have been in touch with this consumer.

  Customer Answer

  Date: 02/03/2025

  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:01/28/2025

  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 placed an online order at ************************** on 12/29/2024. Part of the order shipped and delivered but part of it did not. The part of the order that did NOT ship totals $46.50 plus tax. I have contacted Aveda via chat numerous times and each time I am assured that either the item will ship or they will refund me. I have repeated waited the number of business days they tell me it will take for resolution but as of this morning, the item still has not shipped, nor is the order status showing as refunded (nor is there a refund on my credit card). My request is that the item ship or that I am refunded. I am attaching transcripts of the online chats as well as screenshots of the status of my order as of this morning.

  Business Response

  Date: 02/03/2025

  We have been in touch with this consumer.

• Initial Complaint

  Date:01/24/2025

  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,i retuened my ordere back to *****,and packages r dilivered to ***** 8th this month after 2 weeks,i found the orders show refunded on ***** web,but i dindt receive refund confirm eamil and refund i ask them ,they just tell me need 3 week like Mechanical response,then no one reply after several days please help refund

  Business Response

  Date: 01/24/2025

  We have been in touch with this consumer.

• Initial Complaint

  Date:01/23/2025

  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 am writing to formally express my dissatisfaction with the recent handling of my order. Below are the details of my purchase and the issue:Date of Transaction: January 14, 2025 Order Number: *************** Order Total: $99 before tax, $106.42 after tax What Was Promised: Four eyeshadow palettes as per the confirmed order What Was Received: Only one item, the *** **** Eye Color Quad in Ambrosia I recently placed an order for four eyeshadow palettes, but the package I received today contained only one item, the *** **** Eye Color Quad in Ambrosia. The package was in perfect condition with no signs of damage, but the rest of the items were missing.After contacting the customer service team, I was informed that a reshipment of the missing items is not possible because the products are out of stock. Instead, I was offered a partial refund. Unfortunately, this resolution is unacceptable to me.The primary reason for my purchase was the complete set of four palettes. If only one item had been available, I would not have placed the order in the first place. It is unreasonable and unfair to expect me to accept a partial refund and keep an incomplete order.I kindly request a full refund for my entire order if a reshipment of the missing items is not possible. I trust your company to uphold its commitment to customer satisfaction and resolve this matter promptly and fairly.Thank you for your attention to this issue. I look forward to your response.

  Business Response

  Date: 01/24/2025

  We have been in touch with this consumer.

  Customer Answer

  Date: 01/27/2025

  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:01/22/2025

  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.

  Dear MAC Cosmetics Customer Service,I am writing to address a serious issue regarding a recent purchase at your ***************** location in *****, **. On January 14, 2025, my daughter and I had our makeup done for fun at your standalone location. We did not have an event, but we needed new makeup for both of us. Unfortunately, two days after the application, my daughter suffered a severe allergic reaction around her eyes. After consulting a doctor, it was confirmed that the reaction was caused by one or more ingredients in the makeup products.I visited the store twice to request a return, as I no longer felt comfortable using the products, which remain unopened and unused. I explained that the products contained an ingredient that my daughter cannot tolerate, but both times, I was treated with disrespect and the return was ********* a person with a disability, I have significant difficulty getting around. I suffer from kidney failure and undergo dialysis, making trips to the mall extremely challenging. Visiting the store was not easy for me, and I find it distressing that my situation was not taken into account when I asked for assistance.I am requesting an immediate return and refund for these products. Given that I do not know which specific product or ingredient caused the reaction, I am not comfortable using any of the makeup. Everything is still in new, unopened condition, and I believe it is only fair that MAC Cosmetics take responsibility for this issue.If this matter is not resolved promptly, I will be forced to file a complaint with the Better Business Bureau (BBB) and seek legal counsel. I strongly urge you to escalate this issue and provide a satisfactory resolution without further delay.I look forward to your prompt response.Sincerely,****** ****** **********

  Business Response

  Date: 02/05/2025

  We have been in touch with this consumer.

  Customer Answer

  Date: 02/07/2025

  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:01/21/2025

  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 have a complaint against cosmetic company store head office. I bought a bottle of ** ****** body wash at *************** Ole ccs. My boyfriend paid for it. When I showed it to me, I found it had deteriorated, and we went back to the store together to ask if we could return it. They said the Final sale was off limits. And then I said what about exchange, and they said no. I said, how do you use this for your body? They said the Final sale was none of their business and the manager wouldn't give me a refund. This is my first time to shop at ccs and I would like to ask you what kind of spoiled body products are sold in your store? I don't understand why we can't even get a new bottle. You sell bad products and we're responsible? I have communicated in the store for a long time without giving me a solution. I'm only accepting refunds for me now.

  Business Response

  Date: 01/22/2025

  We have been in touch with this consumer.