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

  900 SW 16th St Ste 305 Renton, WA 98057-2631

• 

  Estee Lauder Companies

  575 Broadway,2nd Floor New York, NY 10012

  
• 

  Estee Lauder Companies

  146 East 56th Street New York, NY 10022

  
• 

  Aveda Experience Center

  75 Middlesex Tpke # 1092 Burlington, MA 01803

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:03/11/2025

  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.

  My products were ordered on 3/3/25 and shipped. The sender requested the items be returned for an "internal problem" When i contacted Estee Lauder I was told that although it was not my fault that my products were returned and not delivered to me, that my only recourse was to be refunded and to repurchase my items. The issue with this is that my purchase included a gift with purchase promotion with a $162.00 value that is no longer being offered. i believe that i should either be sent my original order with the "gift with purchase" included or be refunded the original $61.00 paid and the advertised value of $162.00 for the "gift with purchase". If you look at the tracking information, you can see that the products made it to within 30 miles of my home before Estee Lauder requested that they be sent back to the warehouse instead of delivering them to my home. The customer service **** had no explanation other than an "internal issue".

  Business Response

  Date: 03/13/2025

  We have been in touch with this consumer.

  Customer Answer

  Date: 03/13/2025

  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:

  The balance due has NOT been credited to my account and even in the event that I am issued a credit for the amount paid, I still feel that I am entitled to the "gift with purchase" item to be included in my next purchase or the advertised value of $162.00 credited to my account.

   

   

   

   

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

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

  Business Response

  Date: 04/04/2025

  As mentioned in our email dated 3/12/25, your order was reshipped at no cost at that time. The order was delivered in two packages:
   
  The *** package with tracking #****************** was delivered on Friday, March 14 at 4:20 PM. It included the Double Wear Stay-in-**************** and Nutritious Travel Size Melting Soft Creme/Mask Moisturizer, along with (6) six additional deluxe samples.
   
  The *** package shipped with tracking #****************** was delivered on Monday, March 17 at 12:43 P.M. and included your gift with purchase.
   
  Additionally, your original order that was returned to us in error was later reshipped via *** tracking #****************** and was delivered on Tuesday,March 18 at 1:03 P.M. This package also included the Double Wear Stay-in-**************** and Nutritious Travel Size Melting Soft Creme/Mask Moisturizer,along with the gift with purchase.
   
  Our records show that the gift with the purchase of Luxury Lift + Bronze Cheeks Re-Nutriv Moisturizer and Bronze Goddess Powder was included in both shipments,as noted above. While your order total did not qualify for the promotional step-up offers associated with this promotion, I hope you will enjoy the (2)two collections received, as well as the second no-cost shipment of your order.

• Initial Complaint

  Date:03/08/2025

  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 placed my order that included my needed items plus free deluxe bonus items and a tracking number. Having not received shipping updates I rechecked my tracking last night. With NO NOTICE to me, I just discovered that Estee Lauder recalled my order mid-shipment and my order is now on the way back to them. My payment has fully cleared my bank. However, customer service states that I will not receive a refund for up to three weeks. That is way to long to have to wait for a refund when the problem is on their end.Customer service representative also stated that the recall of orders is a system wide problem, that many orders are being returned to them. When I asked if they would simply keep my payment and reship my order with my free gifts it was stated that my order will be refunded IN UP TO THREE WEEKS - AND I will have no opportunity to receive those specific free items.With all this alleged system-wide error causing so many orders to be recalled, what then is Estee Lauder going to do with all of those beautiful free gifts in beautiful cosmetic bags?? This particular deluxe free gift offer ends today. How convenient for Estee Lauder to not have to make good on their promise to give me those deluxe items for the expensive-to-me order? My purchase was gift items. They have my money but now I have to be out more money to purchase gifts while they drag their feet refunding my money.Yes, this is disappointing, but, what is worse is the practice of Estee Lauder refusing to make good on the special offers, and refusing to provide timely refunds. Estee Lauder used to be amazing. Perhaps their accidental system error is indeed real but to refuse a timely refund and to refuse to make good on the purchase bonuses - those are AWFUL ways to treat customers.

  Business Response

  Date: 03/13/2025

  We have been in touch with this consumer.

• Initial Complaint

  Date:03/04/2025

  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 have return my order ********** back to *****,packages r dilivered to ***** 25th last month but ***** still didnt refund i ask online chat 3 time,everytime told me will process refund 2 days still didnt get

  Business Response

  Date: 03/05/2025

  We have been in touch with this consumer.

• Initial Complaint

  Date:02/26/2025

  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.

  my order ********** was ship with package *************** few days later i find ***** request return my package with no reason,i asked they said will refefund after the package back to them but the package didnt move ,now it has been more than 10 days no moving,i m so wooried about the pacakge and my money i have contact them for several time , but no response and no solution pleade help handle

  Business Response

  Date: 03/05/2025

  We have been in touch with this consumer.

  Customer Answer

  Date: 03/05/2025

  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:

  hello
  u check wrong
  there r 3 of the eye cream ship with *** tracking ********************his pacakge i have return to u , return tracking ********************t is dilivered to u  2/21/25,so u refund me $1,560 on 2/24/25.
  
  
  ***************,this package include 5 of the eye cream,u ask return back to sender with no reason,and now the package show returned to seller 3/1/25
  please check carefully,u still didnt refund my money $2600
  

   

   

   

   

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

  
  Sincerely,
  
  **** ****
  
  
  
  
   
  

  Business Response

  Date: 03/17/2025

  We have contacted the customer to provide the transaction details, enabling her to present them to her bank for further assistance.

• Initial Complaint

  Date:02/22/2025

  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.

  The eyeliner I purchased is subpar. It is worse than an * ************* eyeliner. It doesn't last. I tried to chat with a customer service *** who transferred me to the beauty consult chat...where I waited for over an hour before looking online and seeing they had closed 2 hours before. It is not acceptable. I just want a quality product or a refund

  Business Response

  Date: 02/25/2025

  We have been in touch with this consumer.

• Initial Complaint

  Date:02/21/2025

  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.

  Order Date 01/24/2025 This order tracking number as emailed was:*************** by ontrac delivery, but its not correct ,i have not receive it ,but the estee lauder and the express company said,because its the forwarding company they cant deal it ,i order it but i have nothing,so i want to refund the amount $146 by my credit card

  Business Response

  Date: 02/25/2025

  As noted on our website, **************************************************************************************, we are not responsible for damage, defect, or loss that occurs to goods delivered to a forwarding company.   
  
  Estee Lauder Online is not responsible for any damage, defect, material difference or loss that occurs to goods delivered to a forwarding company. ********************************************** Online is not responsible for providing a replacement or refund for any goods delivered to a forwarding company. If you choose to ship product(s) to a forwarding company, we recommend requesting the forwarder refuse any packages that arrive damaged. Damage must be reported prior to the forwarding company accepting the package. Once a package is received by a forwarding company, it is the responsibility of the forwarding company.

  Customer Answer

  Date: 03/12/2025

  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:

  Its about the Easter launder order ********** I have not receive it,the express delivery wrong address,I want them refund  $146 to my credit card tks

   

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

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

• Initial Complaint

  Date:02/18/2025

  Type:Product 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.

  store:***** date 1-4-25;trans 2530;time;12:43pm;cashier*******;Why am i still waiting on my refund - for this item - it should not take over a month to get a refund this is horrible customer service - the amount they owe me is - $ ***** It is now Feb 15th and i still do not have my refund

  Customer Answer

  Date: 02/18/2025

  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:02/13/2025

  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 placed an order (Order Number: **********) totaling $1,107.62 for 16 items, but upon receiving my order, I discovered that at least 12 out of 16 products were manufactured as far back as 2022 and 2023. Additionally, while the outer packaging displayed recent production dates, the actual products inside were labeled with manufacturing dates from 2022 and 2023, which is clearly deceptive. This is completely unacceptable, especially considering La Mers own shelf-life policy states a three-year period from the date of manufacture.Despite escalating this issue multiple times with ******* customer care team, the ******************** Lead refused to provide replacements with fresher products.This has been an extremely frustrating and disappointing experience with ******* official website. I am filing this complaint to demand a proper resolution and hold La Mer accountable for its misleading practices.

  Business Response

  Date: 02/14/2025

  We were last in touch with this customer on 2/12 regarding this issue. She can respond to her last email or contact us directly at **************.

  Customer Answer

  Date: 02/17/2025

  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]

   La ************************* Team responded on February 12th, stating they refuse to replace the items because they "cannot guarantee replacements would be from a different batch." This response is completely unacceptable. They acknowledge that the products are near expiration yet continue to make excuses rather than providing a resolution.

   

  In their response, La Mer stated:

  "After many years of manufacturing and testing our products, we have determined that the acceptable shelf-life for most of our products is three (3)years from the date of manufacture... Generally, skincare products remain fresh and efficacious between 12 to 24 months after they are opened."

  This reasoning is contradictory and misleadingshelf-life means the total time a product remains usable, and if the items were manufactured in 2022, they are already nearing or past their freshness window.

   

  After La Mers February 12th response, I made multiple additional attempts to escalate the issue:
  (1) February 12th: Called customer care to escalate the complaint, but I was given the same copy-paste email response.
  (2) February 13th: Sent a follow-up email clearly requesting replacements, but received no response.
  (3) February 14th: Called customer care again to escalate to a supervisor, but no one has returned my call.

   

  La Mers handling of this issue has been unacceptable.Instead of addressing my concerns, they have repeatedly ignored my requests for a proper resolution. I have made multiple attempts to resolve this directly,yet they continue to delay and avoid accountability. I expect BBB to hold La Mer accountable and push for a fair resolution, which includes replacing the near-expired products with fresh stock.

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

  
  Sincerely,
  
  ** ***
  
  
  
  
   
  

  Business Response

  Date: 02/25/2025

  We were last in touch with this customer on 2/24 regarding this issue. She can respond to her last email or contact us directly at **************.

  Customer Answer

  Date: 03/13/2025

  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]

  I replied to ******** *****, Manager, Online Customer Care, La Mer Online the same day on February 24, 2025, but there's no response from La Mer, and it has been more than two weeks. La Mer has not resolved this issue at all.

   

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

  
  Sincerely,
  
  ** ***
  
  
  
  
   
  

  Business Response

  Date: 03/28/2025

  We have been in touch with this consumer.

• Initial Complaint

  Date:02/13/2025

  Type:Delivery 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.

  Order Date November 29, 2024 This order tracking number as emailed was:*************** by ontrac delivery, but its not correct ,i have not receive it ,but the estee lauder and the express company said,because its the forwarding company they cant deal it ,i order it but i have nothing,so i want to refund the amount $276.5 by my credit card

  Customer Answer

  Date: 02/21/2025

  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:02/13/2025

  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.

  Incident Details:On January 22, 2025, I placed an order (Order #**********) on ******* official website through a promotional link from Dealmoon. I selected ****** as my payment method, and the order total was $1,090.09.During payment, after scanning the ** code and successfully completing the transaction, the page did not redirect back to La Mer. Instead, I was prompted to scan and pay again. To ensure my order was processed, I scanned and paid again. The order was then confirmed, but La Mer charged me twice, totaling $2,180.18 for a single order.Attempts to Resolve the ********************** Assurances: I immediately contacted ******* customer service via online chat and phone. I was told that since only one order existed, the second charge would be automatically refunded within 3-5 business days after shipment.Failure to Refund: It has now been over two weeks, and no refund has been processed. I followed up multiple times, and ****** continues to claim they are still investigating the ************ Confirmation: I contacted ******, which confirmed that both transactions were successfully received by La Mer, and no refund has been issued.Escalation to Management: After repeated inquiries, I received a response from ******** *****, Manager of **************************** apologizing but failing to provide any refund ************** and Ethical Concerns:Violation of the *************** Transfer Act (EFTA): La Mer is unlawfully withholding my money and failing to correct an unauthorized double charge in a timely manner.Consumer Protection Violation: La Mer falsely promised a refund within 3-5 business days, yet they continue to delay without any resolution.Targeting Alipay Users: ****** heavily promotes products through Dealmoon, a platform widely used by Chinese and Chinese-American consumers. Their mishandling of ****** transactions raises concerns about systematic delays or unfair treatment toward ****** users.

  Business Response

  Date: 02/14/2025

  We have been in touch with this consumer.