Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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 refundBusiness response
07/12/2024
We have been in touch with this customer to resolve the matter.Initial Complaint
07/09/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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 response
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
07/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
07/09/2024
We have been in touch with this customer to resolve the matter.Initial Complaint
07/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
07/17/2024
We have been in touch with this customer to resolve the matter.Initial Complaint
06/27/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
07/12/2024
We have been in touch with this customer to resolve the matter.Initial Complaint
06/25/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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
07/09/2024
We have been in touch with this customer to resolve the matter.Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
06/21/2024
We have been in touch with this customer to resolve the matter.Initial Complaint
06/17/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
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
06/21/2024
We have been in touch with this customer to resolve the matter.Customer response
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
05/31/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
06/10/2024
We have been in touch with this customer to resolve the matter.Initial Complaint
05/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
i have returned my order ********** back to *****,tracking number 1*****************,and they send email said have receive my return package and will process refund in 2 days but now i have wiit almost 2 weeks still didnt get refund i have ask the expert several time ,but they give me same words with no help and the attitude is perfunctory,my package was returned this month,expert told me they refund last month, This is ridiculous. The customer service didn't check my order carefully,Then he said he didn't receive my package i think the customer service could not help me,please help refundBusiness response
05/30/2024
We have been in touch with this customer to resolve the matter.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
320 total complaints in the last 3 years.
117 complaints closed in the last 12 months.