Business Profile

Cosmetics Sales

Estee Lauder Companies

Headquarters

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

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.

Initial Complaint
Date:12/23/2022
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 purchased the Ultimate Gift from Este Lauder on 11/24/22 (order# **********) as a gift for my mom yet its been a month and she hasnt got it. Im aware that there might be delay due to holidays. Thats why I didnt contact them until 12/5. The rep said shed reship another one and I should receive an email within the next 2 days. I waited until the evening of 12/7 and didnt get any email so I contacted them again. This time the rep said shed expedite the shipment so I should receive it by the end of next week. I patiently waited again for another week. On Sunday I called to check on the status and the rep told me its still in processing and said shed push it through so I should get an email in the next 2 days. Came Tuesday, 12/20 I still havent got any confirmation from them so I called again. It was really frustrating and the rep that I spoke to on 12/20 was rude and not very understanding as I was explaining the situation to her. She made the experience even worse. I then asked to speak to a supervisor and the rep placed me on a long hold without even checking in nor giving me any explanation. I hung up and chatted with CS. Its the same story again. She said shed expedite the shipment and report this to the appropriate team so they could monitor and make sure that my items get shipped within the next 2 days. Its been 2 days and again I still havent got any email. This is really unacceptable that its been a month and I still havent got the gift that I purchased for my mom when the holidays is coming. My mom loves their products and has used them before. She even tries to get me to use it. So I wanted to surprise her with gift but this experience is nothing but a hassle and horrible. I would never want to pay my money and never get my products or having to waste my time contacting CS every single time. This is absolutely ridiculous. Ive tried to be patient and understanding but this is just too much.
Business Response
Date: 01/18/2023
Estee Lauder has been in touch with this customer to resolve the matter.

We advised that the Ultimate Gift could not be reshipped due to depleted inventory, so a credit was issued on 12/24/22.

It appears that the customer did not receive notice of the credit confirmation, as she had asked us to update the email address associated with the order after the order had been placed.

We also extended an eGift Card as a gesture of goodwill, as well as an apology email for the gift recipient. We are currently awaiting the customer's response as to the email address to which we may send both.
Customer Answer
Date: 01/27/2023
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,

I’ve been out of the country to visit my relatives and had limited access to my email. I haven’t seen the business’s response until now. It’s correct that I haven’t received any email from Estée Lauder regarding this matter. My correct email address is *****************************. If possible, they can send the notice of credit confirmation and the eGiftcard to that email.

Thank you for your help!

Sincerely,

**** ******

Business Response
Date: 01/27/2023
We can confirm that we resent the email to the email address provided in the most recent BBB correspondence.
We suggest that the customer check her spam and junk folders, should the email not appear in her inbox.
Initial Complaint
Date:12/23/2022
Type:Customer Service 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.
They still have not shipped my order on 11/27. I purchased $117.42 things on 11/27 and chose standard ship which processing time 1-2 business days and shipping time 2-5 business days. However, on 12/16, my order was still in process. I contacted them through live chat and email. the person in live chat said he will report this to the appropriate team and arrange for a reshipment, so I can get my things within 5-7 days. But on 12/21, I checked my order, still in processing. So I contact them again, so solution. Today (12/22) I contact them, the person on the phone call said she does know why my order was still in review, and the person in live chat said they need time to resolve my order problem. I just want to know whether I can get my order or not, and how long do I have to wait.
Business Response
Date: 01/04/2023
It is important for us to reply to our customers quickly and efficiently. We appreciate the patience for the delay, as we work to address the complaints received during this busy holiday season.

We can confirm that Estee Lauder has been in touch with this customer.

The customer originally requested delivery of the items, but the order was cancelled, and the customer placed a new order.

As a gesture of goodwill for the negative experience, we issued a refund for the new order placed.
Customer Answer
Date: 01/06/2023
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:12/23/2022
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 placed an order with La Mer online on Nov 29, 2022, order No. ********** for the Cybermonday offer, which is free 1.7oz concentrate for orders over 700 dollars. Then the agent said the 1.7oz concentrate would be shipped separately. About two weeks later, I received no update regarding my order. An agent named ***** said something was wrong with my order, assured me that he would help. He created a new order for me to receive the items. So I waited. On Dec 15, ***** said my reship was estimated to ship that day and shipping email would be sent within 1-2 days. Then ***** said on Dec 18 that the reship order was shipped and tracking would be sent to my email within ***** hours. Later, ************* said the request was still on review and shipping confirmation would be sent in 2-3 business. Different people say Different thing, which is unbelievable. On Dec 20, *** said the order request was processed on Dec 17, and advised me to wait for the email. Sure, I will wait. Yesterday, someone else submitted the request again and today after I chatted with one of their supervisors, who closed the conversation rudely, I got to know that all the requests together with my order was cancelled. My order was ok all these time and five minutes chat with the supervisor, it was cancelled. This conduct of them was unbearable. 24 days from the date I placed my order, I was offered extended wait times and disappointment. I did not request to cancel my order, I request the items be shipped to me as promised by five Different agents.
Business Response
Date: 01/04/2023
It is important for us to reply to our customers quickly and efficiently. We appreciate the patience for the delay, as we work to address the complaints received during this busy holiday season.

We can confirm that La Mer has been in touch with this customer.

We apologized for the cancellation of the order due to a systems error. We assured the customer that this issue is rare and has since been corrected.

We also apologized that this information was not properly communicated to the customer, and we confirmed that our representatives will be trained and coached appropriately.

Finally, we credited the most recent order as our gift. In addition, we extended the original offer to her, if she would place a new qualifying order of $700+. We provided her with a discount code to do so, and we requested that she reply with her new order number. Upon receipt of the new order number, we will send the 1.7 oz Concentrate.
Customer Answer
Date: 01/10/2023
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]
Sent two emails, no response. The agent promised to send the gift item with my new order on Dec 09, I just wish they can keep one of their promises.

b

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

Sincerely,

******* *****

Business Response
Date: 01/17/2023
We can confirm that La Mer has emailed this customer.
We arranged to send a ***** Concentrate with our compliments, without requiring the customer to place a new qualifying order.
Customer Answer
Date: 01/27/2023
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:12/21/2022
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.
I placed an order (#**********) to purchase a skincare set and a holiday gift set on 11/28, received the package missing the holiday gift set. Contacted customer service right away, and they agreed to ship the missing set before Christmas. Didn't receive it and contacted customer service again on 12/18, and was told the holiday set is out of stock. This is clearly not true, the same holiday set is still available for purchase online and being advertised as their main holiday campaign at home page. They also didn't inform me of failure to ship the set as they promised. This holiday gift set promotion seems like a total scam. I requested talking to manager but was put on hold forever.They agree'ed to refund me on the holiday gift set. I wouldn't have placed the order if holiday gift set is unavailable.
Business Response
Date: 01/04/2023
It is important for us to reply to our customers quickly and efficiently. We appreciate the patience for the delay, as we work to address the complaints received during this busy holiday season.

We can confirm that Estee Lauder has been in touch with this customer.

The customer received a refund for a holiday gift set that was unavailable and could not be replaced.
In addition, we extended an eGift Card as a gesture of goodwill.
Customer Answer
Date: 01/12/2023
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:12/21/2022
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.
On November 28, 2022, I made a purchase from *** Cosmetics online using Afterpay for $152.84. *** had an especially good sale going on for the holidays and a couple of promotion packages that contained some items I really wanted. A week went by and I hadn't received my items from ***. I understood we were between holidays and delays could be expected. Another week went by...I was keeping an eye on my status through my account on the *** website, and it was always "processing". After the three weeks the status changed to "canceled". I called *** and waited a long time to talk to someone. They escalated my case to a team of people that was supposed to call me but never did. Instead I received several generic generated emails. The first email insisted my order had been sent in SEPTEMBER and received...impossible! I hadn't placed my order until the last of November! Then ***'s team insisted I should contact my bank and get my money returned. What?!! I hadn't used a credit or debit card...I had gone through Afterpay and they had already taken two payments of $38.21 from the card I have on file and fixing to take a third. There is no way to call Afterpay. I shouldn't have to be the one to stop a payment for items *** never sent. I risk ruining my ability to use Afterpay ( which I use a lot), just because *** dropped the ball. *** does NOT value their customers. I don't even feel like they read the emails...they called me "******" even though I clearly stated my name and my account is under ****. ***'s team offered no help or willingness to make anything up. The last time I called, I spoke to ******** (not sure of the spelling). She insisted I contact Afterpay and stop payments...in spite of the fact I had already given *** $76.42 thus far, and the problem was ***, not myself or Afterpay. When I pointed this out she hung up on me and blocked my calls. I would never again recommend anyone purchase online from ***...the customer service is awful!
Business Response
Date: 01/06/2023
It is important for us to reply to our customers quickly and efficiently. We appreciate the patience for the delay, as we work to address the complaints received during this busy holiday season.

MAC has been in touch with this customer.

We explained that the order was cancelled due to a systematic error that has since been corrected.

We apologized for the negative service experience, and we issued and confirmed the credit to her AfterPay account.

Finally, we provided an EGift Card as a gesture of goodwill, and we offered to extend the original promotional discount and 5-piece kit to her with the placement of a new order.
Initial Complaint
Date:12/19/2022
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.
On 11/20, I ordered a mystery box from The Cosmetics Company Store, which is affiliated with Estee Lauder. However, I never got the package because the *** returned it to the sender. Also, the seller never issued a refund even though it has received my purchase from the ***. I tried calling the customer service and emailing ******************************************** but never heard back from them. I also ordered another package from them on 12/13 but I'm afraid the same thing is going to happen. The two packages cost over $150 in total so I am extremely concerned. I don't even want the packages anymore. I have never received any of them. I just want a refund at this point.
Business Response
Date: 01/04/2023
It is important for us to reply to our customers quickly and efficiently. We appreciate the patience for the delay, as we work to address the complaints received during this busy holiday season.
We can confirm that the Text to Buy Program issued a refund on 12/20/22 for this order, and reached out to the customer to advise.
Please call ************ with any additional questions or concerns.
Initial Complaint
Date:12/16/2022
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've been call and through online chat to ask Mac Comestics to cancel the unauthorization charges from my Amex Gift card more than 10 times. their customer service rep. never help to solve this issue but just keep asking for the order # and billing address. this is fraud transaction and I only have the transaction ID that Amex gift card company gave to me and it is only the information we had. Amex gift card rep said only Mac to chncel this transaction then Amex can refund the money to my gift card. Mac Comestics customer service never return my call although they said they will search this issue can solve it and return my call wihtin 24 hours.
Business Response
Date: 01/04/2023
It is important for us to reply to our customers quickly and efficiently. We appreciate the patience for the delay, as we work to address the complaints received during this busy holiday season.

We can confirm that MAC has been in touch with this customer.

We have been unable to locate any purchase or transaction information using the information provided in the complaint.
We requested additional information from the customer to help identify the order, and are currently awaiting a response.
Customer Answer
Date: 01/17/2023
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 didnt received any reply nor solution from Este Lauder ! They said they still need to do investigation but unlikely will have any solution for my case .

Best Regards,
*******************

Business Response
Date: 01/17/2023
We can confirm that MAC reached out to this customer, using the email address submitted with this complaint on 12/20/22.
We have been unable to locate any purchase or transaction information using the information provided in the complaint.

We requested additional information from the customer to help identify the order.
To date, we have not received a response to our request for additional information.
Upon receipt of the information we previously requested, we can further assist.
Initial Complaint
Date:12/14/2022
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.
Dear ***/*****,Literally, I am a loyal customer of La Mer since I started using their products in the year 18 till now 22. But I really feel cheated for the first time.On the 29th of November, I noticed from the ******** website that there was a promotion with La Mer La Mer offers Spend $350, get $75 off (21%); Spend $500, get $100 off (20%); Spend $700, get $150 off (21%) Spend $****, get $250 off (25%) via exclusive coupon code *********** Plus, Select 4 piece deluxe mini regimen and a cosmetic bag with any eligible $200.Plus, add a luxury mini with any eligible $300 purchase Plus, add 50ml the concentrate with $700 order via exclusive coupon code*********** Plus, Receive 2 samples with any order. (I have attached the original picture of this and the link is When I was going to pay for the two **** dollars orders, the official site just cant apply the promo code so I contact a representative IIse who says it might be a bug and would adjust the order for me after I placed it. (I have attached all the chat history) she told me I will receive a confirmation email for the adjustment within 1-2 business days and later when I contact again, one of their supervisors still told me it has been processed and would be adjusted as promised. Then ten days later, the order still havent been changed. So I just contacted online services again and I was told my order was not qualified for the promotion. I called again, and the woman who picked up the phone told another explanation that the gifts I mentioned is with another promotion code. Then who is telling the lies? Four supervisors I contacted just give me so different replies and the last one I talked to just denied completely what was admitted and promised. All the chat history is attached. (Please notice: theres a jet lag since I havent set my computer so the time on the screenshot is wrong.) It should be 30th Nov **** oclock.) And the two order number is ********** and **********. I feel so cheated.
Business Response
Date: 01/04/2023
It is important for us to reply to our customers quickly and efficiently. We appreciate the patience for the delay, as we work to address the complaints received during this busy holiday season.

We can confirm that La Mer has been in touch with this customer to assist.

We are sending the Cyber Monday offer to the customer, in addition to an extra gift of samples.

We also confirmed that a $250 credit was issued for each order, as per the promotion terms ($250 discount off of $1000+).
Customer Answer
Date: 01/19/2023
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 did reply to me and offered a solution. However they still haven’t shipped all the products they promised before I placed that order. I replied them about the problem but no one give me any feedback anymore.

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

Sincerely,

****** ****

Business Response
Date: 01/23/2023
La Mer has followed up with this customer to confirm shipment and to provide the tracking details for the items.

Delivery is scheduled for 1/25/23.
Initial Complaint
Date:12/14/2022
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.
To whom it may concern: This is a formal complaint against Estee Lauder Companies for original order # ********** placed on 11/23/2022, via esteelauder.com. My Estee Lauder account states that a label was created on 11/24/22, then manifest complete 11/25/22 and awaiting carrier pickup. *** Tracking states label created & billed on 11/24/22. I still have not received anything as of today, 12/14/2022, after 21 days.I have contacted Estee Lauder customer service 4 separate times. I have spoken with 4 different customer services agents as stated below in the attachment. The 1st agent on 12/7/22, stated that she would send a no-cost reshipment via overnight transit. That never happened. The 2nd agent on 12/8/22, asked me to wait one more day for the overnight to arrive. That never happened. The 3rd agent on 12/9/22, stated that they would submit my concern again and that I would receive a copy of all chat transcripts and an email confirmation. NONE of that ever happened. And the 4th agent on 12/12/22 was just as unhelpful as the other 3 and pretty rude. This whole shopping experience with Estee Lauder is by far the worst Ive ever had. Its unacceptable. I expect Estee Lauder to remedy this ASAP. Date of transaction: November 23, 2022 Total Amount Paid: $151.94 **************** Contacts (All full live chat transcripts attached):December 7, 2022 with ***** December 8, 2022 with *** December 9, 2022 with ****** ******** December 12, 2022 with *****
Business Response
Date: 12/20/2022
Estee Lauder has been in touch with this customer to resolve the issue.

A reshipment was processed, but only two (2) promotional items shipped, as the other items were out of stock.

We have since sent the customer alternate in-stock items.

We confirmed the above to the customer, and we providing the tracking information.
We also extended a discount toward a future order as a gesture of goodwill.
Initial Complaint
Date:12/14/2022
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.
Date of transaction 10/25/2022- date of return 11/14/2022. I have a tracking number and confirmation email from them stating they received my return but I still havent been credited for the *****. I was on hold over an hour and their calls are recorded. They say they dont know anything about my return except it could take 2 -10 business days but its been almost a month. I cant do anything more than I have done and I think their customer service is in need of some training.
Business Response
Date: 01/04/2023
It is important for us to reply to our customers quickly and efficiently. We appreciate the patience for the delay, as we work to address the complaints received during this busy holiday season.

Estee Lauder has been in touch with this customer to assist in this matter.

We can confirm that we are working directly with the customer's bank to process a full credit for the order.
In addition, we extended a discount code toward a future order as a gesture of goodwill.
Customer Answer
Date: 01/05/2023
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]

All I want is my paypal Account credited for the return that Este Lauder received on November 16th. I just want my money back for my return!,,, it shouldnt be that difficult. I have never had an experience where I sent the damaged product back and not gotten refunded.

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

Sincerely,

***********************

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