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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

    • 353 total complaints in the last 3 years.
    • 116 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/09/2025

      Type:Order 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 3 order on 5-Mar, but just shipped out a item until now , another item included the paid for still not shipped out , contact with agent many times, but no any response, that feel so angry , please shipped out the order , if cant shipped out , please cancel the order

      Business Response

      Date: 04/11/2025

      We have been in touch with this consumer.

    • Initial Complaint

      Date:04/04/2025

      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.
      I ordered Advanced Night Repair Serum Holiday Skincare Set, the website shows it was delivered on Tuesday, Feb 18 Carrier: OnTrac but I have never received it. I contacted Estee Lauder around March *********************************************************************************************** the refund. I waited until April 2025 and still didn't receive the refund. I contacted them again, they then said it is delivered and ask me to contact the carrier. The carrier said it is too late and they can't assist with it. The Este Lauder refused to provide further help on this order.* Order Number ********** * Order Date 02/14/2025 Paid Amount $106.60 Now they said they can't issue the refund. They offered to refund me but they actually didn't. Then they refused to refund. There is no any evidence the package is delivered. This is a business address for the delivery. And there will be office man receiving package and sign it. The website can't provide any of the evidence for delivery.

      Business Response

      Date: 04/08/2025

      We have been in touch with this consumer.

    • Initial Complaint

      Date:03/31/2025

      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.
      I purchased an item from *** **** on Feb 28 and was charged1137. However, I never received the product. I have attempted to contact their customer service multiple times through different channels, including email and support requests, but have not received any response.Despite repeated efforts, I have been unable to reach their customer support team. Since the company has failed to deliver my order and has been completely unresponsive, I am requesting a full refund.The lack of communication and failure to fulfill my order is unacceptable. It has now been an extended period since my purchase, and I have given the company ample time to resolve the issue, yet I have received no response.

      Business Response

      Date: 04/01/2025

      The order was successfully delivered and signed for on March 4th. We have provided the customer with the tracking details and advised them to reach out to the signee for further information. Additionally, we informed the customer that if they are unable to locate the package after contacting the signee, they should reach out to *** for further assistance.

      Customer Answer

      Date: 04/01/2025

      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 would like to clarify that I never received the package. The merchant claims it was signed by ****, but I do not know this person, nor did I authorize anyone to sign for my order.


      I have checked with the hotel, and they have no record of receiving my package. Despite informing the merchant, they have only asked me to contact *** instead of resolving the issue.


      As the package was not delivered to me, I request a refund or replacement. I appreciate your assistance in resolving this.

      [Your Answer Here]

       

       

       

       

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


      Sincerely,

      *** ***




       

      Business Response

      Date: 04/07/2025

      As previously mentioned, the order was successfully delivered and signed for on March 4th. We have shared the tracking details with the customer and advised them to contact the individual who signed for the package to obtain more information.

      If the customer is still unable to locate the package after reaching out to the signee, we have recommended they follow up directly with *** for further assistance.

      For more information regarding order deliveries and next steps, please refer to our FAQs: ***********************************************************************.

      Please note that once the carrier marks an order as delivered, the risk of loss for the products transfers from Este Lauder Online to the customer. We appreciate your understanding in this matter.

      Customer Answer

      Date: 04/14/2025

      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]

       Thank you for your response. However, I confirm that I did not receive the package, and the signatory was not me.


      Given this, I strongly request a refund for this order as I have not received the items. I believe the responsibility lies with your company.

       

       

       

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


      Sincerely,

      *** ***




       

    • Initial Complaint

      Date:03/28/2025

      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.
      I purchased a perfume on December 12, 2024, from the *** **** Beauty website. Later, I returned the perfume but never received a refund. I paid with a ****** card (last four digits ****), which is linked to my *** **** account.Later, I closed my ****** account on January 21, and with it, the card was automatically canceled. According to *** **** representatives, they issued the refund on January 23, meaning it was sent to a non-existent account.I contacted ******, and they checked the provided refund transaction number, confirming that the funds were never received. They also mentioned that if the refund had been processed, I would have received it on my second ****** account.I called *** **** and ****** about 50 times. They kept hanging up, refused to connect me with a manager, and, knowing why I was calling and seeing notes from previous calls, simply didnt want to deal with the issue, blaming each other.Its now the end of March, and I still havent received my refund.The purchase amount was $70.44, but due to the moral damage, wasted time, and expenses, I demand compensation if possible.

      Business Response

      Date: 03/31/2025

      We have been in touch with this consumer.

    • Initial Complaint

      Date:03/28/2025

      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.
      I am filing this complaint due to Este Lauders refusal to issue a refund for a product I never received, despite multiple requests and follow-ups.I placed an order with Este Lauder, which was later recalled and returned to their warehouse in **********, **, before it ever reached me. I contacted their customer service three separate times asking to cancel the order and receive a refund. Each time, I was told different information, and no resolution was provided.Later, they claimed they would reship the item, which I clearly stated I did not want. I have made it very clear that I do not wish to receive this product and that I want a full cancellation and refund. Still, the company continues to delay, ignore my requests, and has not returned my money. I have not received any product, and it has now been nearly 30 days since the original transaction.Forcing a customer to receive merchandise they have refused and continuing to withhold payment is both unethical and potentially in violation of U.S. consumer protection laws. I also emphasized that returning a productespecially one I never wantedplaces unnecessary burden on me as the customer.I have documentation including:Emails with customer service Shipping history showing the product was never delivered Records of phone calls and communications I am requesting the immediate cancellation of this order and a full refund for the amount charged. If Este Lauder does not resolve this promptly, I will pursue further action with my legal counsel.Desired Resolution:A full and immediate refund for the undelivered order. I do not want the product and should not be required to accept or return anything.Sincerely,Dr. ****** *****

      Business Response

      Date: 03/28/2025

      We have been in touch with this consumer.

    • Initial Complaint

      Date:03/24/2025

      Type:Order 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 order on 5-Mar, but they just shipped out one item , another item still not shipped out until now, that feel so terrible, i request please shipped out my order as soon as possible

      Business Response

      Date: 03/28/2025

      We have been in touch with this consumer.

    • Initial Complaint

      Date:03/24/2025

      Type:Order 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 order on 5-Mar, but they just shipped out one item , another item still not shipped out until now, that feel so terrible, i request please shipped out my order as soon as possible

      Business Response

      Date: 03/28/2025

      We have been in touch with this consumer.

    • Initial Complaint

      Date:03/23/2025

      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.
      Ordered online items from Clinique. If I spent a certain amount of money, I was supposed to get two free items. Never received the items. Called the company and was told that they would send me the items and I havent received them.

      Customer Answer

      Date: 03/28/2025

      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:03/16/2025

      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.
      I made a purchase from Este Lauder on 11/29/2024. When the price was reduced for holiday sales, I decided to return my original order and place a new one at the discounted price. Upon receiving the first order, I returned it unopened, expecting a full refund.However, after several weeks, I received an email stating that I was only issued a partial refund because one product was not returned. This was surprising, as I returned the package exactly as I had received it. When I contacted customer service for clarification, I was met with an unhelpful and impatient response. The representative initially insisted that the return was processed by a machine and that no mistakes could have occurredimplying that I had kept the product. Then, she claimed that my order was shipped in two separate packages, though I never received a second one.I am extremely disappointed with how this situation has been handled. Regardless of whether there was an issue with shipping or with processing my return, the responsibility should not fall on the customer. I expect Este ******************** to address this matter properly and ensure that I receive the full refund for the items I returned ( I made a purchase of $300.85, got a partial refund of $196.71, I request a extra refund of &******).

      Business Response

      Date: 03/18/2025

      We have been in touch with this consumer.

      Customer Answer

      Date: 03/21/2025

      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:03/14/2025

      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.
      **********,***** send me the order and samples with 2 package but no tracking i return the order,the said need retuen the all order items and samples to get refund,i want place another order with other items they said no then told me they can mail back the pacakge i have returned but now 2 week past,they neither refunded my money nor sent the package to me,and noone reply emai

      Business Response

      Date: 03/14/2025

      We have been in touch with this consumer.

    Estee Lauder Companies is BBB Accredited.

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