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Business Profile

Cosmetics Sales

Estee Lauder Companies

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Estee Lauder Companies's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 350 total complaints in the last 3 years.
    • 118 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/12/2025

      Type:Product Issues
      Status:
      Answered
      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.
      On 12/30/2024 i mailed in a return *** TRACKING NUMBER ****************** Mac received 1/3/2025 to receive a $18.75 refund for a 1 Cremsheen glass in color ****** to pink from ORDER # ********** I placed on 12/22/2024 and i havent received my refund for it yet despite its been past the 3 day period documented on their website, so im asking the bbb to help me get back my $18.75. Its getting bad i have to write the bbb for every refund, its seems just as much as thieves are going into the store to steal retailers are ignoring customers refunds hoping to keep their money. Next time ill just order makeup from macys

      Business Response

      Date: 01/27/2025

      We have been in touch with this consumer.

    • Initial Complaint

      Date:01/10/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      One item from my order had a weird scent so I returned that one item from Order #: ********** . I even carefully warped it in bubble wrap to ensure it will arrive safely. Mac cosmetic's return center received it over 2 weeks ago and I received an email on 12/27/24 saying: " We Received Your Return We've received your return! Please allow up to 3 business days for us to process your return. Once fully processed, you will receive a credit confirmation email with exact refund details and timing to post to your account. " But still NO refund. I reached out to customer support many times and the employees won't assist and they have also refused to transfer me to a supervisor even after requesting one multiple times. I have shopped in store for over 20 years and this was my first return ever but I will plan on taking my business elsewhere due to their delay in keeping both my funds and the returned item as well as the poor customer service.

      Business Response

      Date: 01/27/2025

      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 have determined that my complaint has NOT been resolved because:

      I didn't receive a response back from my lasts email....

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 02/03/2025

      We responded to this customer yesterday to provide them with the transaction reference number associated with the refund that was issued. We recommend that they provide the reference number to their bank for assistance with locating the credit.

    • Initial Complaint

      Date:01/03/2025

      Type:Product Issues
      Status:
      Answered
      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.
      On December 2, 2024, I purchased $1474 worth of ****** products, but I only received 13 free gift items and did not receive the full-sized product I paid for. I have contacted customer service multiple times, but there has been no response. Now its a new year, 2025, and still, no one has addressed my issue. I am very disappointed with this company. Please issue me a full refund.

      Business Response

      Date: 01/09/2025

      We have been in touch with this consumer.

      Customer Answer

      Date: 01/13/2025

      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:

      [Your Answer Here] I sent an email before, and I received a reply from you on January 9th, but it only included details about the delivery and did not provide a solution to my issue. I have been requesting a refund for a long time, but no one has processed it. I only received the complimentary gift, not the items I paid for. I have explained this multiple times, yet no one has resolved my issue. Repeatedly communicating with customer service online has also led to no results. I hope to receive my refund immediately.

       

       

       

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


      Sincerely,

      *** ***




       

      Business Response

      Date: 01/22/2025

      We appreciate your understanding that when orders are packed and shipped from our facility,they are scanned for accuracy and weighed to ensure that all items have been included. To verify that the order was shipped in full as noted in our records,we reviewed the package weight prior to shipment and the weight while in the carrier system and confirmed that the package weights match, indicating that the order was shipped in full.

      While our records indicate that this order was shipped in full, as you are a valued customer, we are happy to make a one-time accommodation and issue a refund for the paid items as requested. You can expect a credit confirmation to be sent to you via email shortly. It will indicate the timing of when the funds will appear in your account. 

    • Initial Complaint

      Date:12/27/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 online Clinique order for the amount of ****** CAD on november 23, 2024 for a Christmas present. Confirmation #**********. I never received the order. I called customer service twice, every time a very long call. The 1st ***resentative said my order was lost and that it would be reshipped today with a new confirmation email. Never received an email or package. I called again week later, complete different story, the *** said I just had to wait. I refused and requested a refund. The *** refused and said a supervisor would have to call me back. Never got a call back

      Customer Answer

      Date: 12/28/2024

      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:12/27/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      For approximately 15 years as a loyal customer I accrued ******+ points and was saving for a luxury trip package (I was very close to achieving this). I accessed my account a few days ago to see that all of my points were gone. Aveda states on their site that they have a new policy regarding inactivity and losing points. This was never communicated to me. I was not able to take any action to prevent this, they just disappeared. It seems like a money grab on their end and I will never shop at aveda again. Especially if this is how they treat their loyal customers for almost 20 years.

      Business Response

      Date: 12/30/2024

      We have been in touch with this consumer.

      Customer Answer

      Date: 12/30/2024

      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:12/27/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      La Mer online customer service representative fooled me.Long story short. I placed my 2 orders on ***** official wetsite: **************************** on Dec ******* and my order numbers are #********** and #**********. I spent a lot of time emailing, waiting and chatting online with ****** customer service representatives. A customer service representative named ******* promised me that she can honor a Full-size Moisturizer to me. However, what she sent me was a sample size "treatment lotion" (it is 30ml lotion and prints "not for individual sale"). It's not a Full-size, not even a Moisturizer. This ironic sample treatment lotion was sent by *** with tracking number ******************. I emailed their customer representative again to clarify that what I received was not what they promised, but have not heard back since. They completely ignored me.

      Customer Answer

      Date: 01/07/2025

      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:12/18/2024

      Type:Delivery Issues
      Status:
      Answered
      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 online order with Aveda was lost during shipping. The first ***** I spoke with was willing to re-ship the items so that I could get them before the holidays. I asked if I could ship the items to a new address because I don't want them to get lost again. The ***** said yes and took my address and triple checked with me. Today I got a notification that the replacement shipping will still go to the old address. I contacted the customer service hoping the shipping can go to the new address. This ***** basically had an attitude that whatever you discussed the other day with the other ***** was none of her business and the new shipping has to go to the old address. I asked if she can contact *** to re-route it and was told she cannot because it is out of their policy. *** specifically told me the shipper can update the whole address but apparently she is just unwilling to. She does not show any care for what happened and is simply unwilling to help at all. It is a joke that Aveda call them "customer care representative" This will be the last time I am going to be ever dealing with this company.

      Business Response

      Date: 12/23/2024

      We have been in touch with this consumer.

    • Initial Complaint

      Date:12/16/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      Made a purchase online of some lipsticks and lip liners. The delivery company delivered to the wrong address. The photo of the door circled is my door the other is where the package was delivered. I requested my money back for that reason I was told to contact the carrier for assistance. I made it crystal clear I paid mac not the carrier and they should reimburse my money.

      Business Response

      Date: 12/17/2024

      We have been in touch with this customer.

    • Initial Complaint

      Date:12/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      On December ****** I made an online purchase for $278.20 from ****** Online Promotion. The order was supposed to be delivered between 2-5 business days. The order was a The ********************* Intro Set With a cosmetic Pouch and 6 other products part of the promotion. Several days after, I sent 3 emails on different days requesting information about the order that had not yet been shipped. No replied was received. On December 12, a message from Laser track was received stating what I would be receiving the order on December 13. December 13. Order was received.The order was completely wrong.I received 7 products from Stee Lauder. Not even the same Brand (La Mer).I made several attempts to reach costumer service over the phone but they picked up the phone twice and send me straight to answer How satisfied I was about the call . Needless to say, I was appalled. I am currently on a chat with La Mer that start at 6:20 PM and it is 9:06 pm and have not been able to talk to a supervisor to help me fix their mistake. La Mer does not take responsibility for their mistakes. The Lady I have been in touch with ********* keeps saying that the supervisor will call me as ASAP and that Im in top of their priority cases, yet, no one has called me yet. Another lady who transferred me to ********* told me she would transfer me to her supervisor ( *********). *********. States that shes not a supervisor, but her supervisor will reach out to me via call. It is 9:09 pm and not a single reply.This multimillion company must fix their mistakes. They are unreliable, unprofessional, and quite sincerely dishonest. I am afraid that they find a reason to not either accept my return and decline delivering my package.

      Business Response

      Date: 12/23/2024

      We have been in touch with this consumer.

      Customer Answer

      Date: 01/09/2025

      Its incredible. Really. The person I have been in touch with sent me a fifty dollars gift card that is invalid when I put in the code. Also, it takes her almost a week or longer to reply to any email after she has asked me a question. 
      On my very first order there was a wand applicator missing. I did not complaint about the missing applicator knowing that during the holidays mistakes could happen. However, it has been one after the other with the amount of incidents I have had with ****** and its products. An Invalid 50 dollars giftcard is ridiculous. What happened to this once amazing company? Disappointed, tired and frustrated. 

      Business Response

      Date: 01/27/2025

      We have been in touch with this consumer.

    • Initial Complaint

      Date:12/13/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 (order No. **********) on Nov 26, 2024 and got the email of shipment notice for the second batch of my order on Nov 30, 2024. Until today the order is still not shipped with its promised delivery as 2-5 business days. I reached out several times over the week and the customer service told me theyve escalated for a reshipment and I will get notification within ***** hours, but still I havent heard back for a week.I would want them to either refund that part of my order or ship them within next week.

      Business Response

      Date: 12/16/2024

      We have been in touch with this customer.

    Estee Lauder Companies is BBB Accredited.

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