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:09/03/2024

  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'm writing regarding my experience during my call to Clinique customer service on August 30, 2024. I spoke with a supervisor named, *******, who was extremely hostile, combative, and seemingly unhinged. I called on this day to follow up regarding my order (that had not shipped) to follow up on when it would get shipped and a possible delivery date; however, upon being transferred to *******, a chaotic call erupted and I'm still uncertain regarding it's resolution. ******* initially placed me on a lengthy hold and stated that she was going to reorder the shipment and have it sent overnight; however, upon returning to the line, it sounded like this was not done and when I asked additional questions, ******* accused me of harassing her. Throughout the call, I was interrupted and antagonized. I tried to reason and discuss my concerns with *******; however, this did not yield successful results. I am requesting that corporate review this call (placed at approximately 9:33am central time) as her behavior and lack of professionalism was the worst that I have experienced with any company to date and I'm deeply disappointed that Clinique would hire individuals that display such distasteful behavior. I am also requesting that someone from corporate contact me via phone for further discussion.

  Business Response

  Date: 09/03/2024

  We have been in touch with this customer.

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair 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.

  Purchased a product for a friend on 07/13/2024. I checked the status later in August and it said the item had been returned to sender. I contacted Clinique through their live chat and asked what my options were for an item that was returned to sender. I was told that once the product arrived to their warehouse, a refund would be issued. If I still wanted the product, I could rebuy it and try again. I checked again on August 24, 2024 and the tracking advised it had been returned on July 30th. I again reached out and was told they could put in a refund request and I would get an email in ***** hours. Today, August 26th, I didnt receive an email and decided to get a status update. I was told I would get a refund for an amount that was less than I got charged. Tried to get more information in case there is something that doesnt get refunded and was told it was the tax and they had to check with warehouse and would get back to me in ***** hours. I know its not a lot of money but I cant believe how they handle customers when they are not at fault if something gets returned to sender.

  Customer Answer

  Date: 09/06/2024

  Better Business Bureau:
  
  Complaint ID ********. Never received any response but I did get fully refunded and the matter has been resolved.
  
  Thank You,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:08/22/2024

  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 write today as a profoundly distressed consumer, after purchasing & using Este Lauder / La Mer's 'The Resurfacing Treatment' last month, and experiencing a severe dermatologic allergic reaction post-application. Regrettably, shortly after utilizing this product on my face, I experienced a marked allergic reaction with hives, severe itching of the eye & orbital area, & red skin necessitating the immediate use of prescribed allergy-kit medication, as well as missing two (2) days of work as a licensed contract Nurse -- as well significant income as a result of this matter. While I am uncertain as to what in the product may have caused this reaction, it is definitive that this product caused said reaction as this was the only product used on my face in a 24-hour period. At present, my only known allergens are to fish, tree nuts, sesame seeds/products, and soy -- which I am uncertain as to if this product contains any of these allergens noted herein.Please note that in speaking this morning with your ************* team, I am grossly appalled at the handling of this matter and the demands for a personal medical information and the refusal to assist me with compensation in the event I am unwilling to forward personal medical information, for what is a clear and unequivocal allergic reaction to this product. Furthermore and as noted to your *************, upon said allergic reaction, I used my prescribed medications (Antihistamines and **********, a steroid) for said allergic reactions to ***** the reaction medication which I am able to show proof for. I remain absolutely appalled and disheartened at Este Lauders refusal to recompense in this matter without putting me the ailing consumer and working Nurse through an arduous review process. Shall this egregious matter proceed without urgent resolution, be advised that it is my intent to engage local media to aid in said urgent resolution and recompense in this matter.Thank you kindly in advance.

  Business Response

  Date: 09/09/2024

  We have been in touch with this consumer.

  Customer Answer

  Date: 09/10/2024

  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:

   

  this matter remains unresolved in spite of my attempts to urgently ensure resolution with Este Lauders legal department. I am hopeful for a final and immediate resolution at this level.

  [Your Answer Here]

   

   

   

   

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

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

  Customer Answer

  Date: 09/24/2024

  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:

   

  I have made multiple attempts to resolve this matter with Este Lauders legal team and continue to be ignored, in the face of multiple email responses to *** ******** whom had advised of complimentary products to be sent to me to resolve this matter fully. Kindly escalate this matter urgently to ensure that I am contacted by *** ******** and I am sent the promised complimentary products as soon as possible. 
  

  Thank you kindly. 
  

  [Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 10/10/2024

  Please be advised that the matter has been forwarded to our legal department, and they are actively assisting at this time.

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair 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 was trying out the Be Curly Advanced Gel for the first time and sliced my thumb open. I contacted Aveda because while the injury did not require sutures it took days to heal, I work in a medical environment and wash my hands and use sanitizer all day (ouch). So when I called to let them know about what occurred, I received a call back from someone named ******. She indicated that they had helped me in the past, and she was not able to send anything "additional" out to me. I was baffled because in situations like this when the product has been soiled due to such a bizarre occurrence, do you just dismiss your client's concerns? ****** was very callous. I have been an Aveda consumer for decades now. When I love a product, I make mention of that online. When I have a concern, I reach out to Aveda who is usually receptive to feedback. I notice that Aveda did not always have products for every type of hair. Only did they just begin now that reports show the profit in hair care for coily and curly hairstyles. That noted, I ask that they hire individuals who have compassion and professionalism. I do not need th brand to be defended as though my concerns are not important. I reached out for a reason. I expected better.

  Business Response

  Date: 08/21/2024

  We have been in touch with this customer to resolve the matter.

  Customer Answer

  Date: 08/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that even though this offer to resolve this matter occurred after my BBB complaint, but was never mentioned by ****** in her email, I trust that the matter will be resolved in the coming days. My biggest concern, was ******'s and Aveda's lack of concern over the injury I sustained opening their product. 

  My emailed response to ****** was as follows: 
  

  ******, 
  
  
  The voicemail message I received from you implied something different from this email and, frankly, it was offensive. 
  
  
  In that voicemail, you stated: 
  We are not in a position to send anything additionalwe have assisted you in the past with other issuesbut we do not have the capability to send anything additional
  
  
  This is not about what I have mentioned in the past but what I am bringing to your organizations attention now. 
  
  
  Do you realize that the mask container from the same Be Curly Advanced line has the same sharp edges as the gel? 
  
  
  I was about to try it for the first time but decided against it because I work in a hospital, and every time I used hand sanitizer and soap for the past week, my thumb burned due to the laceration I experienced from the gel. 
  
  
  I always aim to learn something new; if I can teach someone else something I will.
  
  
  From this experience, I have learned that my concerns about the packaging of certain products, whether injurious or not, are not important to you, but they should be important to Aveda/Este LauderI also do that . 
  
  
  I have spent quite a bit with Aveda for decades because I like more natural products and because Aveda has never forgotten my birthday. This dates back to my high school days and the tea Id stop in and sip with the ladies. At the same time, they showed me the latest hand-made oil or other unique products. 
  
  
  Customer service wins clients like me over, not what I can obtain from an injury I suffered. 
  
  
  What would have helped would have been demonstrating concern, not disdain. 
  
  
  With the above noted, I will take you up on the offer and request the ********************************* because if you look into any of my accounts, youll see that I just purchased several of the Be Curly Advanced Creams. They seem to work okay with my mothers, sons, and hair, but moisture is still lacking. 
  
  
  Here again, I remember the experiences and kindness from my past Aveda encounters. 
  
  
  Unfortunately, I did not receive that same demeanor from my encounter with you. 
  
  Sincerely,
  
  ***************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:08/20/2024

  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 am writing to file a complaint regarding an extremely disappointing experience I had with Estee Lauder. I placed an order with Estee Lauder (Order Number: **********) for my mother's birthday. I received an email notification stating that the package had been delivered, but when I immediately checked, there was no carrier or package in sight. I waited for three more days, hoping the package would arrive, but it never did.I contacted **** and they informed me that the package might have been delivered to the wrong address, as there is a new neighbor in the area, and many houses look similar. *** advised me to reach out to Estee Lauder for a solution or refund.When I contacted Estee Lauder's customer service, I was met with a very rude and unhelpful representative. Despite explaining the situation, she kept insisting that I file an investigation. However, it is not my responsibility to file an investigation; Estee Lauder, as the shipper, should be the one to handle this. The representative's rude attitude and refusal to assist with a refund or any other solution were highly unprofessional, especially for a company of Estee Lauder's reputation.My mothers birthday is approaching, and the package is lost, yet Estee Lauder is not providing any refund or satisfactory resolution. This experience has been incredibly frustrating and disappointing, and it reflects poorly on Estee Lauder's customer service and business practices.I request that the BBB assist me in resolving this issue by securing a refund for the lost package and ensuring that Estee Lauder improves their customer service protocols.

  Business Response

  Date: 08/22/2024

  We have been in touch with this customer to resolve the matter.

• Initial Complaint

  Date:08/09/2024

  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 have been sending the goods back for many days and I still have not received a refund. I'd like a refund as soon as possible.The order number is **********.The tracking number is *******************

  Business Response

  Date: 08/19/2024

  We have been in touch with this customer to resolve the matter.

• Initial Complaint

  Date:07/26/2024

  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.

  hello im writing about my order **********,theres a lot gifts,so i place my order after i find i make wrong address,i thought the package will return back to *****,but it show dilivered and i didnt get i asked ***** expert,she let me claim with ****** *** they will reship after research,and i did this but now ***** expert said they didnt take responsbility,i cant accept,so i came ask for help with my order

  Business Response

  Date: 07/30/2024

  We have been in touch with this customer to resolve the matter. 

• Initial Complaint

  Date:07/24/2024

  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.

  Placed on order on ***************************** on June 22, 2024 of $******, paid by ******.When I tried to place an order but the web kept said issue and can't go through. Finally, I did use Alipay, and my Alipay statement showed it went through.Order No. in Alipay:2*************************** However, after couple hours I still can't find any order history shows on my La Mer account or received any confirmed email. So, I chatted with La Mer online customers services asked about the order. The customers service said currently the website had technology issues and they cant find my order information at all. Also, the La Mer customer service said I only can contact Alipay to get my refund. So, I tried to contact the Alipay couple time and ****** said "the order is successfully completed. That is no way Alipay can refund the money unless La Mer issue the refund first. " I did place the order on June 22,2024 and already have been more than one month, I still havent heard any solutions on my issues. At the same time, I'm not the only one have the issues and so does my friends. The total amount is USD ****** (RMB *******).

  Business Response

  Date: 07/30/2024

  We have been in touch with this customer to resolve the matter. 

• Initial Complaint

  Date:07/24/2024

  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.

  Recently purchased a GC with the representation and understanding for my mom to get her hair cut and an aveda salon that it would be valid for use for service fees.This was per aveda and the participating salon site.After spending $100 , come to be informed it was not valid for use as purposes intendd.They have refused to issue a refund upon esclation to CS.What Aveda has done by selling a GC with the indication it could be used as advertised and then to deny after purchase and refuse refund is considered fraud on their part.Now hvae zero interest in use of this GC for any of Aveda products or services after this experience.Demand is made for immediate refund to the original payment method ending 4254, and goodwill for any addtional aveda rewards points or addtional compensation is appreciated for the inconvenience.i had to pay out of pocket an addtional $100 for my moms bill at salon in addtion to losing another $100 on null GC.

  Business Response

  Date: 07/30/2024

  We have been in touch with this customer to resolve the matter.

• Initial Complaint

  Date:07/10/2024

  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.

  A few days ago, the ***** website had a promotion, with lots of gifts for over $1,000. I happily placed an order on the website but it didn't generate an order after I paid for it, only later did it become clear that there were technical problems with their site in those days At that time, I used Alipay to pay. After a few days, I found that the merchant did not give me a refund without generating the order. I contacted the merchant, and the merchant said that he had not found the order. He asked me to contact the bank, later I contacted ****** customer service, ****** to give the reply is the money has been transferred to the Merchant's Alipay account, the transaction is successful, must be initiated by the merchant refund can, and ****** sent me the exact transaction flow number, I provide this to the merchant but they have been shirking the responsibility not to help me refund

  Business Response

  Date: 07/12/2024

  We have been in touch with this customer to resolve the matter.