ComplaintsforEstee Lauder Companies

• Initial Complaint

  02/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order Date: 11/27/2021 Order ************* Order total: $217.58 order email : ***************** I placed an order on 11/27, 12/08 i found the order sent to the wrong address, i contacted customer service and they said will reship it to me. On 12/14 i received the reshipped order. I ordered 5 items and only got 2 items. and one of them is not what i ordered. So I shipped these 2 item back, I placed a note in the box and asked for the full refund. On 1/12 I received the comfirmation says ''the return has been processed'', $81.19 will be refunded to me. But the whole order is $217.58. So i contacted customer service again, he said will refund the rest to me. I got another email says ''credit has been issued, amount $136.39''. Today is 2/1/2022 I still not receive any of these 2 refunds. So I chat with their customer service again and they says they need more information to do the research to see what going on with the return and ask me to wait. tracking for the 2 items they send me: ************************************* tracking for the 2 items i sent it back: ******************

  Business response

  02/09/2022

  Estee Lauder has been in touch with this customer directly to address the issue.
  
  We confirmed a credit of the customer's full order to her original method of payment.
  
  We also offered to reship the customer's order to a confirmed address, and we extended an eGift Card as a gesture of goodwill.

  Customer response

  02/16/2022

  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

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 08/31/21 I made an online purchase from Aveda.com. I was unhappy with the products and returned them via **** on 09/28/21 and according to **** tracking the products were delivered to them on 10/04/21. On 10/15/21 I received email notification from Aveda that my refund was being processed and I should receive it within 7 to 10 business days on my credit card. On 01/03/21 I sent Aveda an email telling them that I had never received the refund and attaching their email of 10/15/21. On 01/17/21 I sent them another email as I had still not received a refund and referencing the correct order number as their email of 10/15/21 does not contain the order number that is on the invoice. When Aveda responded to my first email about this problem on 01/04/21, they said that a refund had been issued for another invoice number, and it had, and they would research this issue. They have had plenty of time to research this issue and see that the order matching the invoice number was returned on 10/04/21 and I am owed a refund in the amount of $147.66.

  Business response

  02/16/2022

  Upon reviewing this complaint, we found that a partial credit was issued for this order on 9/9/21 to honor the customers request to apply her 15% discount to the order. 
  
  We have now issued a refund for the remaining balance of the order as of 2/15/22. We confirmed the credits, and asked the customer to let us know if she cannot confirm receipt of the refund issued on 9/9/21.
  
  We also extended a complimentary gift as a gesture of goodwill.
  
  

  Customer response

  02/17/2022

  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

  01/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had placed 2 orders (Order **********&Order**********)at La Mer Online on 17th Dec.Due to the system error maybe,I was unable to use promo code.Then I contacted with the Online Representative and asked for help.The First agent promised to offer me 8*Genaissance De La Mer The **************** Cream 0.5oz as a reshipment for both of my orders(4 for each order:2 as promo samples and 2 as checkout samples).But the other day,when I received the shipping confirmation email,I realized the items were incorrect.Therefore,I asked the online agent for assistance again.The representative called Courressa still told me she would send me the correct items(8*Genaissance De La Mer The **************** Cream 0.5oz).After that, I have been waiting for more than a week and continued to contact them.During this period,I had linked with 3 representatives from La Mer online,they all gave me certain answer-Sending me 8*Genaissance De La Mer The **************** Cream 0.5oz.But still,the items did not send to me.To correct this,I contacted wiz them via email again.But this time,they went back on their word,refusing to send me the items as they promised before.Only sending me 8*Genaissance De La Mer The **************** Cream 0.1oz mini samples instead which was only a fifth of what they really promised to offer before.According to the rules of their website,if somethings unavailable,they will replace them with items of equal or greater value.But what they did to me was obviously unequal.I can not accept their solution and insist that they should send me the 8*Genaissance De La Mer The **************** Cream 0.5oz as they promised before.Or option 2: sending me 24* Genaissance The Eye and Expression Cream ****oz which add up to the same size.

  Business response

  01/20/2022

  La *** has been in touch with this customer directly to address the matter.
  
  We can confirm that two orders were placed on 12/17/21. Each order contained one (1) $35 product, the Treatment Lotion Hydrating Mask.
  
  The customer initially contacted us via chat, asking that we apply a promotional offer to both orders. The offer in question was for (1) sample each of the *********** de la **** The Concentrated Night Balm, and *********** de la *** The Serum Essence. We accommodated the customer with this offer on both orders, as well as sent several additional samples of other products.
  
  The customer again contacted us via chat, and asked to be sent eight (8) of the *********** de la *** The Eye & Expression Cream. When the representative confirmed we would send (8) of the *********** de la *** The Eye & Expression Cream in the 0.1 oz sample size, the customer asked if we could send her a larger size, specifically .5 oz., which is a full-sized product with a $450 value. The representative misunderstood the actual size of what a .5 oz. product would be when they agreed to send the customer eight ***** this size. We apologized for the miscommunication and subsequently raised the chat in question to the appropriate teams for coaching.
  
  When the customer received the shipping confirmation for the (8)*********** de la *** The Eye & Expression Cream in the 0.1 oz sample size,she replied to say she wasnt satisfied and was told she would be sent a .5 oz.size.  We then reiterated all previous communications and accommodations that have been made (application of the requested promotional offer and sending additional samples) and confirmed that, while we would be happy to send the (8)additional samples as noted during chat, we would be sending the available sample size of this product (which is 0.1oz.)
  
  We have replied to the customer to confirm we will send an additional sixteen (16) samples of the *********** de la *** The Eye &Expression Cream. Eight (8) of this sample were already requested and are currently in transit. This will honor the twenty-four (24) items she has requested.
  
  While we were happy to accommodate the sample request for BBB Complaint ******** in good faith, we do not send complimentary full size products without a qualifying purchase.

  Customer response

  01/20/2022

  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

  01/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  To whom it may concern,I placed two orders prior to Christmas as gifts and I did not receive the orders. Actually, I was out of the country when they were delivered, and can provide proof of such, however, I did ask my son to check in or around when the items were delivered, and they either went astray or were stolen. I have contacted your company on a number of occasions and although one replacement was generated, this does not make the loss whole. Moreover, I actually want to receive the original items that I bought and respectively not some substitute.I am still presently out of the **, so I ask that you contact me via email, in a hope to resolve this issue.Kind regards,************************* ****************** ORDERS: ********** / **********

  Business response

  01/06/2022

  We reached out to this customer to personally assist.
  
  We provided the customer with the tracking numbers for the reshipments. We apologized that the Blockbuster is out of stock and not able to be shipped, and we issued a full credit for one of the orders.
   
  Additionally, we extended an eGift Card toward a future order as a gesture of goodwill, and we offered to send an apology email to the intended recipient, if needed.

  Customer response

  01/07/2022

  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

  12/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an online order with Estee Lauder on 12/17/21, after responding to a promotional advertisement and receiving a free full-size skin creme, added to my cart, from a spin-the-wheel promotion. I also chose five (5) free deluxe samples during checkout, to add to my order of $148. My order (# **********) was received without the free full-size skin creme or three (3) of the five (5) selected free deluxe samples, promised, through this promotion. I have requested these products from Estee Lauder, but they have not responded to my request. I am concerned this was a "bait and switch" promotion and company did not deliver, as promised.

  Business response

  01/04/2022

  We reached out to this customer to personally assist.
  
  We sent the full-size item requested, along with a gift of deluxe samples.

  We also extended a discount toward a future order as a gesture of goodwill.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have placed an order for 3 lipsticks on November 28th via online the amount totaling $36.47. I paid with chase credit card via paypal. The email they sent me says it could be a delaid. I waited for a long time, but no sign of tracking information or anything. So I waited but 12/17, still the items wasn't coming thus I contacted the company. They said the products were delivered on 12/13. However I did not receive it, so I said please send me what I have ordered. A rep promised me to send me a reshipment tracking information via email. However I did not receive anything but it can take a few days to arrive so I waited. However I still did not receive past Christmas so I contacted with the transcript of the conversation via chat on 12/17 and asking for the full refund since I still haven't received the goods that was promised and I paid for. They finally told me that they have a photo evidence of 12/13 delivery via ************* with a tracking number. I accessed the ************* and tracking number and the photo clearly indicated it was not my house where a delivery occured. My house garage left hand side, I have a black planter and black asphalt sharing with my townhouse neighbor's drive way. However the photo on the ************* clearly showing that there is no planter and the groud shows asphalt ending and the half is beige concrete. That is not my house. Clearly they delivered to a wrong address. And I don't know where it is. Further more they failed to arrange for reshipment and did not email me the new tracking information I think they did not arrange for the reshipment. Then I asked for the full refund via email, but they told me again that they delivered on 12/13. I called in yesterday on 12/26 and spoke with a male reprensetative and explained they delivered to a wrong residence clearly from the photo I see on the *************. And I asked for a full refund. They said they will refund me but I got email saying I will get *****.

  Customer response

  12/29/2021

  Better Business Bureau:
  
   Reference to complaint ID ********, Mac Cosmetics finally refunded the full amount to my credit card.  In addition they seem to admit their wrong doing and also shipped the goods complimentary (though I did not request for goods any longer) as a sign of apology to my door via *** just now.   I think though it was unnecesarily difficult to resolve the problematic order and wrongly delivered shipment and its aftercare was not appropriate for a month from Mac Cosmetics, now I see some action was being conducted by the Mac Cosmetics to correct their mistakes.  So I would decline to further pursue my complaint.  

  
  Sincerely,

  
  **** *****
  
  
  
   
  

  
  

• Initial Complaint

  12/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed my one order on clinique.com on 12/16/21, total was for $81.95. The next day on Friday I noticed 2 separate holds on my bank account each for $81.95, so I call my bank who tells me this was initiated by the merchant. So then I call clinique.com and speak with a supervisor on 12/17 who confirmed she sees both holds, she couldn't explain why the second one was there but assured me it "should" drop off after my order ships. I've been going back and forth between clinique.com and my bank with each of them blaming the other. So my order was shipped on 12/20, order says "complete" online, so based on what i've been told for the past 4 days that second unauthorized hold should not be there, wrong, it's still there and now I'm being told **** business days. Why is clinique.com the only company that puts 2 separate holds on bank accounts for the same exact order? So instead of me being out only the money for my order which was only $81.95, I am currently out $163.90, shouldn't they have to disclose that there will be 2 separate holds on our bank accounts for the same order? So that way people would be able to know if they should place an order on clinique.com, if they have the information that double the amount for our orders are going to be held and that they won't be able to get help to get our money back. Christmas is in 3 days and I've been out almost $100 extra than I should be and it's not right..

  Business response

  01/05/2022

  We reached out to this consumer to personally assist.
  
  We confirmed that there was only one authorization hold placed on the account, followed by a charge, as per the authorization hold process.
  
  We issued a full refund for the order and we also extended a discount toward a future order as a gesture of goodwill.

  Customer response

  01/11/2022

  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

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order on 11-26-21 . My order number is **********. Ive been told my original order never shipped. With no explanation as to why when I inquired about it 2 weeks later. I was told by two separate customer service representatives my package would arrive the next day since then. Both times my package has still not arrived. Now tonight Im told that it hadnt even shipped yet and I wont receive it till after Christmas. Which will then be over a month after mg original purchase. A prestigious brand such as this I would expect so much better. The customer service is lacking in building confidence in the brands ability to deliver. As a loyal consumer and lover of their product I hope they make this right.

  Business response

  12/22/2021

  We reached out to this customer to personally assist.
  
  The in-stock items are scheduled to be delivered today, 12/22/21. The foundation pump is out of stock, and should ship within the next few weeks.
  
  We issued a full credit for the order, and we extended an eGift Card as a gesture of goodwill.
  
  We also offered an apology email for the recipient, if needed.
  
  

  Customer response

  12/22/2021

  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. I am so impressed with the personal message and the very quick resolution. They addressed all my issues and made me feel valued as a customer. This is one of the best customer service experiences Ive ever received. I will continue to be a loyal customer for life. Thank you!!

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

  
  

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order ***********) on 12/2 and received notice that it shipped on 12/7. I still hadnt received it or had updated status on the tracking link on 12/12 so I reached out to the company via chat. I was told the product already shipped and was given one word answers when describing my issue and asking if I could receive updated tracking or alternatives. I was leaving the country in a couple of days and was supposed to receive the products by then according to the shipping information provided during checkout. They said my only option was to wait to see if it arrived the next day, and it took me over two hours to have this conversation by chat because the support contact took several minutes to reply each time. It did not arrive and still didnt have updated tracking the next day. I tried calling and couldnt get anyone by phone so initiated online chat support once more. I was told another shipment would be overnighted. This was on 12/13, and the product still hasnt arrived as of 12/16. I am now out of the country and spent over $100 on products I never received.

  Business response

  12/21/2021

  We reached out to this customer to personally assist.
  
  We issued a full credit for the non-receipt of the order. Since the customer is out of the country, we offered to reship the order at no cost upon the customer's return. 
  
  We also extended an eGift Card as a gesture of goodwill, and we offered an apology email for the recipient, if this order was a gift.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On November 27,I placed an online order for Bronze Goddess Perfume. I continued to follow up with a call the cs representative could not help. On Dec 13 I called a 2nd time the cs representative advised he was upgrading the perfume to beautiful Belle and giving me a credit. That I would receive an email from the Kentucky warehouse within 2-3 business days. And, the Bronze Goddess perfume would be mailed as well since they messed up and sent a bottle of a different perfume I did not order. It was a lie & a sham. Then, I received an email that the Bronze Goddess Perfume was on back order. I paid ***** for this to be a Christmas gift, I have no gift and this company lied. Since the promised an upgrade- do the job YOU OFFERED.

  Customer response

  12/19/2021

  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,
  
  *********************
  
  
  
  
  
  

*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. ↩