Cosmetics Sales
Estee Lauder CompaniesHeadquarters
Complaints
This profile includes complaints for Estee Lauder Companies's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 350 total complaints in the last 3 years.
- 117 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/09/2024
Type:Product IssuesStatus: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 supposed to be refunded for this item and the money put back on my credit card. The company hardly answers my emails and when they do they just say call your bank. I call my bank repeatedly over a month and provide the information that ************************ gave me and NO refund has ever been made to my bank account card. I have been dealing with this over a month and haven't been able to get ************************ to fix the issues. I have even offered an alternative card for them to refund my card, and no response. This is absolutely horrible service and I just want my refund!!! This was supposed to be a birthday gift for my daughter and has turned out to be so stressful for me. Please help me with the refund.Business Response
Date: 07/09/2024
The order in question was fully refunded on June 21, 2024. We have already provided the transaction reference number associated with the refund. You will need the transaction number to your cards issuing bank for assistance in locating the refund.
At this point, we have exhausted all available options, as the full refund has been issued.Customer Answer
Date: 07/11/2024
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:07/09/2024
Type:Product IssuesStatus: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 return all items in my order **********,but they still didnt refund my order i have send ***** many emails ,***** answer me ,so worried please help refund thanksBusiness Response
Date: 07/09/2024
We have been in touch with this customer to resolve the matter.Initial Complaint
Date:07/08/2024
Type:Product IssuesStatus: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 ********** return two item :Perfectly Clean Infusion Duo Skincare Set to estee lauder warehouse ,but estee lauder refusal to refund. ?They asked me to return all the gifts before I could refund them,but their agent told me due to I had another paid for item so can keep the gift by myself, and I alreday shipped this item to my country can't return back.?So I can accept two choose:1. No need to return gift ,refund the credit to me 2. If can't refund,please reshipped my return back item to me (Perfectly Clean Infusion Duo Skincare Set,2 item)Business Response
Date: 07/17/2024
We have been in touch with this customer to resolve the matter.Initial Complaint
Date:06/27/2024
Type:Product IssuesStatus: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.
The order made on 06/19/24. I used *********** credit card paid $212.31 for 5 Este Lauder Re-Nutriv Ultimate lift Regen. After I started using this lotion, my whole face became allergic, red, and itchy. It seems like there are small bubbles all over my face, touching felt painful but not acne. I emailed them, they didnt give me any solutions. They said items were final sale and told me stop using the product immediately. But I hope they can refund my money. Severe allergic is product problem.Business Response
Date: 07/12/2024
We have been in touch with this customer to resolve the matter.Initial Complaint
Date:06/25/2024
Type:Delivery IssuesStatus: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 placed 2 orders on the 40% off sale and both orders have been cancelled. When I inquired about it I was told that EVERYTHING I ordered was out of stock. I find this hard to believe. On some items I wanted it said out of stock will ship when in stock. But my entire order nothing in stock? If you didnt want to offer 40% off you should not have advertised it. I dont see how this isnt false advertisement since you cant order anything.Order # ********** & # **********Business Response
Date: 07/09/2024
We have been in touch with this customer to resolve the matter.Initial Complaint
Date:06/20/2024
Type:Service or Repair IssuesStatus: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 regarding my order **********,i have returned last month,but i dont know why they receive last week,and send me email will refund 2 days now i have wait long time ,and send them emails,everytime give me same words let me wait 7-10,but they just didnt process the credit how can i get my money,wasting timeBusiness Response
Date: 06/21/2024
We have been in touch with this customer to resolve the matter.Initial Complaint
Date:06/17/2024
Type:Delivery IssuesStatus: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 Number: ********** Date 4/12/2024 I placed an order for ********* Pair Repair Serum + Moisturizer Mini Skincare Set and the Serum bottle was nearly empty. When I looked at reviews, I found a few with the same complaint and efforts to resolve with **************** were unsuccessful.I made this purchase because I am a seeking an exceptional Serum to compliment my skin care regime and Estee Lauder is the best! I would appreciate a full bottle so I can evaluate whether this line is for me.Thank you.Business Response
Date: 06/21/2024
We have been in touch with this customer to resolve the matter.Customer Answer
Date: 06/21/2024
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. Excellent response. Excellent customer service.Thank you!
*******************
Initial Complaint
Date:06/12/2024
Type:Product IssuesStatus: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 returned my order ********** back to la Mer tracking number ****************** and they send email said have receive my return package and will process refund in 2 days but now I have waited for 1 week still not received my refund. I have tried to contact the customer service team multiple times tried to talk to the supervisor. But I never heard back from the supervisor.Business Response
Date: 06/27/2024
We have been in touch with this customer.Customer Answer
Date: 06/27/2024
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: There is no solution.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*** *
Business Response
Date: 07/24/2024
The consumer has contacted the BBB multiple times regarding the same issue (BBB incident #********), and our stance remains unchanged. Unfortunately, we are unable to assist the consumer because she has returned products that are expired and could not have been part of the original shipment.
The consumer has been in communication directly with our online department as well as through the BBB, and we have consistently provided our response. Given that we have addressed this matter numerous times, we will not be responding further.
Initial Complaint
Date:06/03/2024
Type:Service or Repair IssuesStatus: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 on ***************************** which is owned by the business on Jun 1st and quickly found a mistake and tried to cancel the order. I followed the link in the order confirmation email for cancelling the order which was about 10-20mins after the order was placed. However, the website had a bug and I couldn't cancel the order. I tried calling and online chat and neither was available and I emailed to cancel the order and attached the screenshot of the bug. The email was sent 20 mins after the order confirmation email. The next day I tried to reach the customer care and was told the order can not be cancelled because it was out of the timeframe. The timeframe is 1 hour from the order was placed. I did follow the policy and tried to cancel it well within this timeframe and it is solely because the website bug and the absent of customer service that my order wasn't cancel. I tried online customer service as well email custom service and only be told my order can't be cancelled. The business failed to provide the service on canceling its order due to its own error and its failure become the burden of the customer. I simply asked they canceled the order and don't charge me at all but they can't offer such solution.Business Response
Date: 06/04/2024
We have been in touch with this customer to resolve the matter.Customer Answer
Date: 06/04/2024
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:the business has made no effort on their end to address this issue and simply asked me, the customer to spend my time to try to get my money back. I won't accept it.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** **
Customer Answer
Date: 06/10/2024
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:[Your Answer Here]
The business response doesn't solve my complaint.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** **
Business Response
Date: 09/12/2024
We initially addressed the consumer's complaint in June and responded with the following:
We appreciate the opportunity to extend our regrets that your order #********** was unable to be cancelled prior to shipment.
Regrettably, because your initial attempts to contact us via chat and phone were outside of our business hours, we were unable to cancel the order before it began processing for shipment.
Please be assured, however, that you may return the package to us for a full refund.
At this time, the consumer can still return the package for a full refund.
Initial Complaint
Date:05/31/2024
Type:Product IssuesStatus: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 working and waiting on the store for months for am exchage/refund. At this point. I am done and want my money back. You can keep product. In short, you sent wrong product, and one product did not smell good to me. You promised me a refund/exchange but then you never sent necessary items. I then contacted you again and we got everything staight and then no refund. no response. Please resolve. That's a lot of money for no usalbe product. Thank youBusiness Response
Date: 06/10/2024
We have been in touch with this customer to resolve the matter.
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