ComplaintsforEstee Lauder Companies

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is the worst shopping experience I have ever had.I bought something on the ** *** website.My order number is **********. After receiving it, it was completely damaged and it was full of glass slag. I contacted the online customer service for the first time, and they asked me to return these dangerous goods for a refund, because it was Friday and my home Have a small child so I don't want these hazmats to stay in my house all the time, I want to get rid of them as soon as possible, after I tried to contact customer service they didn't understand at all and insisted that I keep the hazmat and wait for their email.And they promised to get back to me within 48 hours They didn't contact me at all after this and my kid got scratched from pieces in the package, so I contacted their customer service again and forwarded the manager, their reply was they couldn't do anything, so let me keep waiting their email, or let me email them myself.So I sent another email to their team, but I still haven't gotten any response. Two days later, I continued to contact their online customer service, and they replied that I should continue to wait for the email, and it will take another **************************************************************************** and resolved this, ***** keeps stalling, what a terrible customer service!

  Business response

  04/14/2022

  ** *** has been in touch with this customer directly to address the issue.
  
  We regret to learn that the three (3) Renewal Oils in this customer's order arrived broken. While every effort is made to secure and protect products while in transit, damage can occur in rare instances. We can confirm that we offered the customer a no-cost replacement of the broken items.
  
  We can also confirm that we have issued a full refund for this order. The credit will be issued to the original form of payment in approximately seven to ten business days.
  

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is on behalf of my mother who is a senior citizen and in regards to MAC cosmetics.She purchased gift cards for myself and my sister on 12/8/21 for a Christmas gift. Two days later my father passed away suddenly. She subsequently lost one of the gift cards--likely tossed away with wrapping paper. She has been struggling to get that card replaced and so I took over for her and cannot believe the utter lack of customer support and professionalism. My mother had to mail the original receipt to ******** which she did and actually sent certified mail. When trying to follow up, she keeps getting transferred to the wrong department. I have taken over and can affirm that no one seems aware of how or competent enough to address this situation. Meanwhile, she is struggling financially at the loss of income from my father's death. She is in the process of trying to downsize her home, packing, etc. She should not have to worry about a $60 gift card. Even now as I type, I'm on hold for a "manager" in a department I know leaves at 2 PM PST and it is 2:04 PM. So do you think anyone will pick up? It's been 21 minutes since I was placed on hold.

  Business response

  03/31/2022

  MAC has been in touch with this customer directly to address the matter.

  We apologized for any inconvenience. 

  While we cannot replace a MAC Gift Card from the corporate office, we offered the consumer $60 worth of MAC products to accommodate the amount of the Gift Card.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, my order number is **********, the billing address is: ***** w ******************************************************, this order was purchased on May 10, 2021 at origins online company under Estee Lauder headquarters, but because of some problems , the customer service promised to refund me the full amount and refunded me an additional $10, but I contacted the company many times, but I have not received the full refund, even the promise given to me by their company's supervisor has not been fulfilled, I have spent I spent a lot of time in the matter of refund. They promised to refund me every time, but never did it completely. On 3/24/22, the customer service told me that they would not refund me, but give me a value of 50 USD merchandise, my total refund is $105, I don't know how many times I have contacted this company, I haven't received a full refund since last year's refund, it's incredible, this company is so dishonest Now, I'm very angry, I need this company to compensate for my wasted time and refund all my refunds. I told this customer service last time that the refund felt like the refund amount was $3,000. Many of these customer service agents have promised to refund me, and the amount of refund they promised has added up to $300-400. I want this company to give me a refund plus my wasted time and energy.

  Business response

  03/28/2022

  Origins has been in touch with this customer to address the matter.
  
  We clarified the total cost of the order and the credit due. We also confirmed that the credits were issued in three separate installments, and we provided the transaction ids.

  We referred the customer to their bank should they not see the credits posted to their account.
  
  Finally, we apologized for any confusion or miscommunication regarding the total credit amount due, and we extended an eGift Card as a gesture of goodwill.

  Customer response

  03/30/2022

  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 have to state that I only see and only receive
     1. 1/25/22 $10 refunded,
     2. 2/28/22 $75 refunded.
  Order number ********** placed order on 5/10/21, 05/12/21 this company sent me, 05/12/21 this company didn't give me a refund? ! I never got this $10 refund, I am currently only getting $85 because it's too late, the company promised me a $10 and $30 refund, so the company still needs to refund $50 USD, I don't need any e-gift cards, I just need a refund! ! ! I have explained it in detail in the last email and attached a screenshot of the email. And this company made me spend so much time on this, I feel like this company is responsible for my loss!

   

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

  
  Sincerely,
  
  ***** *
  
  
  
  
   
  

  Business response

  04/27/2022

  This responds on behalf of the Este Lauder Companies to the above referenced complaint originally dated 3/22/22, and supplements our response on 3/30/22, following the customers most recent 03/31/22 response related to the original complaint.
  
  We can confirm that a ten dollar ($10) refund was extended to this customer for a previous Origins complaint regarding a missed Birthday offer.The $10 refund was issued on 05/12/21.
  
  Should the customer still be unable to identify the credits for order #**********, we suggest following up with his/her bank for assistance in locating them.
  
  Customer satisfaction is extremely important to us and we are sincerely sorry that this consumer continues to be dissatisfied.  However,we cannot issue a refund for an amount that exceeds the total purchase price of the original order.
  
  Given that we have provided a full refund for the order and extended an eGift Card toward a future order as a gesture of goodwill, we believe we have done everything we reasonably can to address this customers complaint.

  Customer response

  04/29/2022

  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

  03/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  1***************** the package has not been received since 03/02/2022, I have contacted this company many times, but there is no reply, So the items Estee Lauder company needs to resend to me are: 3 pieces of RE-NUTRIV Ultimate ***************************** Moisturizer Creme Shipping Address: ***** * ********************************************************************************

  Business response

  03/25/2022

  Estee Lauder has been in touch with this customer to address the matter.
  
  We sent the requested items, but they were shipped in two (2) separate packages.
  
  According to the tracking details, one package was successfully delivered, but the other wasnt. 
  
  We have therefore reshipped the items via expedited service and reached out to the customer to confirm the above.

  Customer response

  04/16/2022

  The company promised me 3 1.7 oz items. But the company sent me 3 **** oz items, 
  I reconfirmedMultiple online customer service said it is 3 pieces of RE-NUTRIV *********************** Moisturizer 1.7OZ
  So what the company needs to re-ship is 3 pieces of RE-NUTRIV *********************** Moisturizer 1.7OZ
  
  
  This is my shipping address: ***** **************************************** ********* ** **********

  Business response

  06/21/2022

  This responds on behalf of the Estee Lauder Companies (ELC) regarding the above-referenced complaint. We are concerned and take such a complaint very seriously.  Despite receiving 6 full size products with a value totaling $1,215 as an accommodation for a shipping mishap on a $32.50 order, the consumer is demanding an additional 3 full-size products ($1,215 value) that (s)he is not entitled to. Further details are below.     
  
  The customer placed an order on the ******************************************* website in January for $32.50 for a single product. After a shipping mishap, the customer was sent three (3) full-size units of the Revitalizing Supreme+ *********************** Creme (2.5 oz)(Supreme Cream) and three (3) full-size units of the Re-Nutriv Ultimate Diamond Transformative Brilliance Serum (1 oz.) (RN Serum) as an accommodation. The customer reached out to the ******************** for the first time on 3/7/22,claiming that she was entitled to three (3) full-size units of the Re-Nutriv Ultimate ***************************** Moisturizer (1.7 oz.) (RN Cream).
  
  We replied to the customer on 3/8/22 confirming shipment of the 3 Supreme Creams and 3 RN Serums. We also advised that we would be unable to fulfil her request for the 3 RN Creams. The customer reached out twice thereafter, questioning the 1 oz size of the RN Serum, stating and providing screenshots of a chat in which she was incorrectly told that the item was 1.7 oz. We replied both times clarifying that the 1.7 oz size is not available in the RN Serum, and we assured her that the chat representative she spoke with would be coached. 
  
  Simultaneously,a different chat representative promised to send her samples of the RN Cream (**** oz). We therefore shipped the samples and confirmed the reshipment on 3/23/22. 
  
  The customer emailed us on 4/2/22 insisting she was promised the 1.7 oz size of the RN Cream. We again advised that we are unable to accommodate the request for Rn Cream, or any other full size or promotional items for which she is not qualified to receive. On 4/22/22 and 5/5/22 the customer filed the above-referenced ******************** complaints demanding three (3) 1.7 oz RN Creams to which she is clearly not entitled.
  
  To summarize, this customer purchased one item for $32.30 and is now in receipt of three (3) complimentary samples of the Re-Nutriv Ultimate ***************************** Moisturizer Creme, three (3) complimentary units of the full size 2.5 oz Revitalizing Supreme+ *********************** Crme, and three (3) complimentary units of the 1oz Re-Nutriv Ultimate Diamond Transformative Brilliance Serum. The total value of complimentary items we have sent as an accommodation to customer is $1,215.00.  These items were delivered on 3/14/22 via **** with tracking number **************************. The customer acknowledged receipt of these items but is still insisting that shes owed three (3) 1.7 oz units of the Re-Nutriv Ultimate ***************************** Moisturizer Creme, which does not exist.
  
  Upon investigation, our records show that since December 2020, this customer was linked to five previous claims of loss for Estee Lauder and other ELC brand orders. Products from these orders were reshipped multiple times, appeasements were sent and reshipped multiple times, and refunds were given. We are happy to provide details of these orders upon request. 
  
  We are sincerely sorry that this customer remains unsatisfied but we believe we have done everything we reasonably can to accommodate and we consider this complaint closed.
  

• Initial Complaint

  03/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have 2 orders, ********** and ********** order time is 02/16/2022 and 02/17/2022.The total amount of order is $62.00.Each order includes 13 full-size Even Better Concealers. The order was confirmed as "active" by Clinique and partially shipped.However, a few days later, Clinique canceled all backordered shipments without my permission, under the promise of Backorder.I had several chats with Clinique customer service.Initially, ********************** agreed to re-ship my cancelled 13 full-size Even Better Concealers. However, a day later, Clinique rescinded its commitment and shipped just a full-size Even Better Concealer.This doesn't solve my problem.Clinique is not authorized to modify orders without my permission.If Clinique is unable to fulfill the original order, it should cancel the order rather than amend and partially fulfill the order.

  Business response

  03/28/2022

  Clinique has been in touch with this customer to personally assist.
   
  We can confirm that there was a systems/site error that caused for additional concealers to be added to customers carts outside the terms and conditions of the offer. 
   
  The Terms and Conditions of the offer were as follows: customers would receive a complimentary Even Better Concealer with the purchase of a full-priced foundation. In addition, the Terms & Conditions stated that the offer was limited to one (1) complimentary concealer per order. Due to a system/site error, customers were able to add more than 1 concealer to their carts. Upon discovery of the error, we informed impacted customers that any additional concealers added to their orders outside the terms of the offer would be cancelled.  We also outlined the Terms & Conditions of the offer.
   
  As per the Terms & Conditions, the customer was only entitled to two (2) concealers.  Due to the system error, the customer was able to add thirteen (13) concealers to their cart. Upon reviewing this complaint, we learned that after informing the customer of the error and outlining the terms and conditions, the customer reached out to our team and an agent incorrectly promised to send an additional twenty-two (22) complimentary concealers. We have escalated this for agent coaching.
   
  We are arranging to send twenty-four (24) complimentary concealers to accommodate the erroneous information the customer received.
   
  Fourteen (14) concealers have been shipped/delivered, and ten (10) are on backorder.
   
  We provided the customer with the tracking details for the fourteen (14) concealers in transit.
  
  

  Customer response

  03/30/2022

  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

  03/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I need to feed you two questions. The first question is that even though the online customer service knows that the wrong item has been sent, it still does not send me a new shipment. The customer service promised to give me 3 of the Revitalizing Supreme+ *********************** Creme 2.5OZ. But I receivedthe Revitalizing Supreme+ ************************ Soft Creme, The request ID was: ********. The package tracking number for *** is: ******************* The customer service also lied to me thatthe Revitalizing Supreme+ *********************** Creme 2.5OZ is out of stock, but the official website does not show that it is out of stock?Please see the 1st and 2nd images I submitted The second question is:The Estee Lauder company sent my package to a stranger **** **********************, ******, ****************************. Package shipped on 2/24/22 with *** tracking number ******************.**** **********************, ******, ****************************. I have never used this address. Because I contact The Este Lauder Companies every day. Otherwise, my personal information will really be leaked. I am very worried about this. Therefore, the request has been returned to the sender. *** confirmed my request.Due to this critical error, customer service promised me to re-ship: This item is 3 pieces: RE-NUTRIV Ultimate Diamond Transformation Brilliance Serum. Application number: ******** But as it turns out, Estee Lauder told me it had canceledthe ITEMS Please see my 3rd and 4th images submitted So the items Estee Lauder company needs to resend to me are: 3 pieces of Revitalizing Supreme+ *********************** Creme 2.5 OZ and 3 pieces of: RE-NUTRIV Ultimate Diamond Transformative Brilliance Serum.Shipping Address: ***** w ********************************************************************************

  Business response

  03/25/2022

  Estee Lauder has been in touch with this customer to address the matter.
  
  We sent the requested items, but they were shipped in two (2) separate packages.
  
  According to the tracking details, one package was successfully delivered, but the other wasnt. 
  
  We have therefore reshipped the items via expedited service and reached out to the customer to confirm the above.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi Estee Lauder! I apologize for submitting my concern through here. I attempted to contact via the Estee Lauder Companies website but received an "access denied" error after submitting. My wife and I have been buying through the "cosmetics company store" (run by Estee lauder) for the past few months, specifically buying *************** fragrances. We made several large purchases this past week (about $1500 in *************** fragrances, including a 250ML Flacon of *************** ****** Rouge tonight!)When buying, I asked the sales rep if the 250ML flacon included the refillable travel atomizer, since there's no way to use the fragrance without it - and it's typically included with the 250ML Bottles, and they didn't seem to understand the question but said 'everything is inside the box'We got home to realize there is no atomizer and it was supposed to be included separately. Unfortunately, the 250ML flacon just has a large hole at the top, about an inch wide, so there's no real way to use it without the travel atomizer. I don't know if they were supposed to include it or if they ran out, but we're left with a giant bottle of fragrance that has a large pour-spout at the top. I wanted to see if there's any way to still get this travel atomizer sent to us? We'd like to avoid having to buy a low quality one off of Amazon since the 250ML retails for almost $700. Any help at all is very much appreciated! All of our other purchases here have been great, but this was the first time buying the 250ML Flacon. I can share any photos as necessary Thank you in advance, and again my apologies for contacting you via BBB, but the website would not allow me to submit my message.

  Business response

  03/11/2022

  The Este Lauder Companies *** has been in touch with this consumer to personally assist.
  
  We have requested a *************** Beauty atomizer to be shipped to him with our compliments, and advised to allow approximately three to four weeks for delivery.

  Customer response

  03/18/2022

  Thank you for the response! I did receive the single *************** Travel Atomizer today as stated. Thank you!
  I am still looking for 2x additional atomizers for the other 2x flacon/250ml bottles purchased.
  
  If there is any way to purchase 2x additional atomizers, I would very much want to. The 250ml bottles (which are very expensive) are essentially useless without an atomizer.
  
  I appreciate them sending the single travel atomizer very much though!

• Initial Complaint

  02/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased Promise perfume from ******** males direct website and was sent a box of black tissue paper and a tiny sample. The box has no tamper evidence and weight 12 ounces but the shipping label was generated for over 2 pounds therefore my item was stolen directly from your fulfillment center your customer service reps tell me they are sending a replacement but refuse to send confirmation of this replacement I need an immediate refund or a overnighted item immediately as this is theft at the highest level. Sad order number **********.

  Business response

  02/17/2022

  We have been in touch with this customer directly to address the matter.
  
  We confirmed that a no-cost reshipment of the missing item is in transit for delivery today, 2/17/22. 
  
  We have also issued a full refund for the order as a gesture of goodwill.
  
  

• Initial Complaint

  02/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  hello i placed my order ********** on ***** online website they shiped my order ,i see it dilivered,but after several days i still didn't get it,then i chat with onlineexpert tell them my problems ,they told me the will refund for the missing package let me wait 7-10days,then i didn't get ,second time i chat ,a manager told me the will process it and will send me email within 48 hours,still didn't get!third time i chat they told me same words ,now i have wait more than 2 weeks,they didn't refund and didn't reply,just wasting my time

  Business response

  03/02/2022

  La Mer has been in touch with this customer directly to address the issue.
  
  We can confirm that we issued a full credit for the non-receipt of the order.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order # ********** / Date 11/25/2021 I placed an order last year with an ongoing event of a full-size eye cream valued at over $60 if we spent a certain amount. Since December, I called the company over 10 times because we did not receive the complementary eye cream for months. Every time I called, each representative told me different things like 1) it was shipped and will arrive in **** business day (which never happened) 2) the eye cream was back ordered so it was never sent and your order is pending 3) your shipment was lost in transit. When I requested to speak to a supervisor the last 3 times I called, I was placed on hold for over 30 minutes and eventually the line disconnected. So many representatives would automatically put me on hold for a supervisor after getting basic info like order number and they wouldnt even try to assist in resolving the situation. Finally, today, on February 3, we received a package which came in a damaged product box with small cosmetic pouch, travel size items. For an international cosmetic brand, the level of customer service and performance is infuriating. I have no energy to call them and waste another minute on the phone when I know NO ONE will assist me. I want them to send me what was promised upon my purchase. We spent close to $200. Once the transaction is made, do you choose to neglect your customers simply because its a complementary item and you feel no obligation to send the free item? One of the biggest factors enticing a customer to purchase items is promotional events such as that.

  Business response

  02/07/2022

  We have been in touch with this customer directly to address the matter.

  We are sending the correct full sized item, along with a gift of deluxe samples.

  We also extended an eGift Card toward a future order as a gesture of goodwill.

*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. ↩