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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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Estee Lauder Companies has 170 locations, listed below.

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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:12/10/2024

      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.
      This Happened today 12/10/2024 at about 1ish pm. I ordered a perfume online at estee lauder. The name is going to the ****** receiving the gift, but it should be under the billers name. "Me". The chat doesn't give the option available to change the name. I selected the automated selection to make changes to my order. Then the Chat bot directs me to another chat bot that then directs me to a "maybe" ******. He did not say hello, he did not confirm what I needed help with he just cancels my order. I did not want my order cancelled. This was a 105$ order now cancelled money out of my account. I advised this was not a request. This was done by a ****** named "*****" via Chat. I called about the issue the first ****** keeps telling me my name isn't on the account even though I am the accountholder and ******. I was only gifting to my mom. he got so rude, I had to hang up and call back. I spoke with 3 more ppl. Who continued to disconnect my call when I requested a manager. One ****** told me they have none. One ****** told me they don't call back right away. I asked to update my number in the system. Spoke to 2 more ppl who disconnected when I requested a manger. The last ******, says that my phone number was never updated in the system despite my many calls. This was the most frustrating event with no help.

      Business Response

      Date: 12/19/2024

      We have been in touch with this consumer.

    • Initial Complaint

      Date:12/10/2024

      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.
      I used the account: *************** to place two orders in Clinique official website, the order number is ********** and **********, the order confirmation email inside both have Free Full Size - Clinique Smart Clinical Repair Wrinkle Correcting Serum 50ml, this product, but I received the delivery email, including the package received are missing this product, I contacted the merchant, the merchant said no replacement, I asked to fulfill the agreement to replenish the two Free Full Size - Clinique Smart Clinical Repair Wrinkle Correcting Serum 50ml

      Business Response

      Date: 12/19/2024

      We have been in touch with this customer.

    • Initial Complaint

      Date:12/04/2024

      Type:Customer Service 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.
      hello im asking for my order refund after i return my order ********** to *****,they ask me return my another order **********,said that i use the points,i shold return all orders the they will refund my order then i do return the another order ti them ,and they refund my order **********,but didnt refund my first order ********** i send the several emails aking refund,now they didnt refund and no one reply me,please help

      Business Response

      Date: 12/19/2024

      We have been in touch with this customer.

    • Initial Complaint

      Date:11/13/2024

      Type:Customer Service 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.
      Complaint of False AdvertisementBackground: My complaint is regarding the *** Cosmetics Tukwila store yesterday when I brought my daughter in for a two-feature makeover. Her appointment was scheduled for 6p but didn't start until 6:20p because the artist left without prior or any notice. We had a scheduled event and the delay caused us to leave late and experience a rushed, interrupted ********** addition to the in-store experience, I had several items in my cart from *** online, as I was under the impression that your stores honors the price match since the guarantee is promised on the website ("Where Local Inventory information is available and inventory is in stock, we will match the price shown on ***************************** at our *** Cosmetics stores"). However, the artist did not apply the price matches from online prices, which was also disappointing. Thank you for your attention to these matters. I look forward to hearing from you soon.

      Business Response

      Date: 11/13/2024

      We have been in touch with this customer.

      Customer Answer

      Date: 11/15/2024

      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:11/12/2024

      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.
      Purchase La Mer product from the actual website. The total cost was $598.81. For the products however when I receive the box, there was only regimen bag ********* ******. The product itself new reguvenating night cream the other free items were not in the box. I reached out to their business and they did not provide any resolution to my request for a refund or resend the products. This is unacceptable from a big company to not able to resolve my problem. I expected that a big company would be responsible in provide me my product safely. For something so expensive they did not have it delivered thru *** or ****** Instead, it was delivered with a private company deliver Lasership. I am not sure if there was a problem with the packaging where they did not package in the products or possibly it was stolen when it was traveling to me. But that is not my responsibility and out of my scope to investigate. Instead, the company plan to fraud me of $598.81. I did not receive the product as I purchase and they do not wish to resolve the issue instead request me to file a police report which will not resolve my problem. They need to be responsible and provide the service to refund or resend the products since there was no products in the box.

      Business Response

      Date: 11/13/2024

      We have been in touch with this customer.

    • Initial Complaint

      Date:11/12/2024

      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.
      I bought two orders on ******'s website with the order numbers ********** and **********. I have returned it, and the express showed delivery. Tracking number is ****************** and ******************. But I still haven't received a refund. I'd like you to help me with the refund issue.

      Business Response

      Date: 11/12/2024

      We are unable to accept and process the return of order ********** and ********** until we receive all reward redemptions that you received due to your *************** loyalty program status. Please ship all item(s) to the following address within two (2) weeks and include your original order number so we can be sure to identify your return.

      Thank you for your understanding and cooperation. 

      Customer Answer

      Date: 11/30/2024

      I have sent all the goods included in the order back to Estee Lauder Company, the Tracking number is ****************** and ******************. But Estee Lauder Companies said they couldn't get a refund. I think I deserve a refund.

      Customer Answer

      Date: 12/18/2024

      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]

       Estee Lauder Company asked me to return **********, which I have already returned on 10th, and the company also claimed that it would not refund me if it did not return, but ********** has already been sent back, I think the company just does not want to refund me. Trying to scam me. The following pictures are the package information and the emails they sent to me after receiving the package.

       

       

       

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


      Sincerely,

      **** ******




       

      Business Response

      Date: 12/23/2024

      We have been in touch with this consumer. We request that 

    • Initial Complaint

      Date:10/30/2024

      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.
      Hi, I placed an order via text with the ********************** this morning. The order number is ***************. I see that it is still under processing, so I am trying to cancel it. I attempted to reach out via email but havent received a response. The order requires 2-3 days to process and is expected to arrive in 7-10 days. Unfortunately, I will be out of the country by then and wont return until late December, with no one available at home to receive the package. I have been unable to find a customer service number or chat option, so I need assistance to cancel the order.

      Business Response

      Date: 11/04/2024

      We have been in touch with this customer.

    • Initial Complaint

      Date:10/16/2024

      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.
      Hi, I am giving feedback about my strange shopping experience on ***** website. I used the credit card to pay for the shopping on ***** website before, but the credit card pre-authorization was not recorded in the account. Later, the order was returned, and I received the merchant's refund email, but the credit card was not recorded in the account. After half a month, my credit card was deducted again, I thought it was pre-authorization, but later there was a bill that I needed to repay, and I also asked the merchant's customer service. However, the customer service said that the order had been refunded, and then did not help me deal with it. I also do not know what went wrong. Now there are 2 more transactions with my credit card, I do not know what to do

      Business Response

      Date: 10/16/2024

      We have been in touch with this customer.

    • Initial Complaint

      Date:09/30/2024

      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.
      ORDER DATE08/15/2024 ORDER NUMBER********** ORDER STATUSReturn Completed hello,i returned the order ,***** online show the order is refunded,but after a month,they chargered my credit again,i dont know whats going wrong ,and ***** didnt reply my email,im so worried about my money and my card safety,plese help let them refuns

      Business Response

      Date: 10/11/2024

      We have been in touch with this customer.

    • Initial Complaint

      Date:09/09/2024

      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.
      I place an order on Estee Lauder website,but due to my person reason reqeust return back the package . I already received the system email confirm received the package ,but still don't refund to me until now and I send the a lot of email to Estee Lauder not any reply ,that feel so terribel . I request refund my order $162.4 to me . My order detail : 1.Order No.:********** 2.The first one package tracking No.:****************** (Estee Lauder received on 12-June) 3.The second package tracking No.:****************** (Estee Lauder received on 16-July)

      Business Response

      Date: 09/12/2024

      We have been in touch with this customer.

    Estee Lauder Companies is BBB Accredited.

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