ComplaintsforEstee Lauder Companies

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made a purchase one time more than a year ago, I asked not to be subscribed to the mailing list. still I kept getting emails. I get a tones of emails from them. I tried to unsubscribe more than 10 times, still getting them. I contact them many times with no answer.

  Business response

  11/22/2021

  We can confirm that this customer has been assisted.

  We have informed her that she will not receive any future communications from us.

  Customer response

  11/24/2021

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

• Initial Complaint

  10/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order number #********* Order date:10/23/2021 Order got marked as delivered. It was a gift for my mother so Im a little bit frustrated. I contacted support and was told to wait a long time frame. Imm have to go to the local ******************* store and buy the purse instore.Im requesting a full refund and an apology.

  Business response

  11/04/2021

  This responds on behalf of The Estee Lauder Companies, **** (ELC) to the above referenced complaint.
  
  While The Estee Lauder Companies licenses ******************* Beauty, we have no affiliation with ******************* handbags, home products, or apparel.
  
  We suggest the consumer follow up with ******************* support at *********************************************** for further assistance.
  

• Initial Complaint

  10/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Oct. 12, 2021 about 6 AM, I placed an online order for 14 items for about $190.00 plus tax. Before the MAC online system allowed my order to be placed, their system prevented me from ordering the original 16 items I put in my cart. Then MAC online system warned me of a "limit of 14 items" per order, so I reduced my order to 14 items. Then I paid for it without further issue & MAC Online emailed me Confirmation of my order. Later this day, about 5 PM, MAC online customer service emailed me an ODD looking & CONTRADICTORY email stating my order had been CANCELED due to the limitation requirement. I called MAC customer service & waited a while to speak with a supervisor, *****. I questioned why my order had been canceled when I complied with the 14 item limit. ***** gave me unsubstantiated excuses, including that my account had been blocked, but no facts & nothing legitimate. Is this customer harassment? Defective ordering system? Many incompetent human problems? What really happened?

  Business response

  10/19/2021

  We contacted this customer to personally assist in resolving the expressed concern.

  We arranged to send the promotional bag that she was unable to add to her original order, as well as a gift of samples. We also provided an eGift Card as a token of our appreciation.

• Initial Complaint

  09/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi, I have tried and tried to get in touch with a human being at Clinique to ask some questions about products I have been using for over 30 years. All I get are virtual assistants or a phone number that sends me a text to a virtual assistant. I called corporate and left a message with a lovely receptionist who told me someone would call me back that day. Well, that never happened. I have searched in vain for a way to speak with a human. Please help.

  Customer response

  09/22/2021

  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.
  
  Sincerely,
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  08/05/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Este Lauder never replied to my email asking to return the cooked under hot sun package that was delivered on June 22, 21.On that day, I kept checking Este Lauder site to check if my package has been delivered, but until today, the status of delivery is never updated (see screen shots). Even though I signed up to receive Text Delivery updates, I had received no text.As a result, by the time I went out to check my mail in the afternoon, the package was already under hot 90 degrees sun for 3 hours. All of the cream bottles were hot to the touch. I dont want to put the heat-altered chemicals on my face.I sent a message to Este Lauder right away to return the shipment.They never replied.

  Business response

  08/05/2021

  We have reached out to this consumer via email to personally assist in resolving the expressed concern.
  
  We advised that exposure to extreme temperature should not alter the efficacy of the product; however if shes uncomfortable using it, she can discard it, as she does not need to return it to us. 
  
  We also identified an issue with the carrier, OnTrac, which caused both orders' statuses not to update under her account and for the text notifications not to be sent. We confirmed that our engineers are working to resolve this issue. We explained that in the the future, she may also track her order on the carrier website directly using the tracking number provided in her shipping confirmation email. 
  
  Finally, we issued a credit for the order and we offered to reship the item to her when it's back in stock, or to send her an alternate in-stock item as our gift. We are awaiting the consumer's response with her product choice.
  
  

  Customer response

  08/12/2021

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

• Initial Complaint

  08/04/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On December 20,2020, I went to the Cerritos Mac Cosmetics store #*****. I had 24 Back to Mac empty container, I was able to redeem 18 off the containers for 3 new lipsticks. Since the store didn't have the 4th lipstick that I wanted, the sales rep advised me to leave the empty containers and receive credit on my account. I was advised I'd be able to redeem the last 6 containers at anytime when I was ready. On July 7,2021, I went into the store to redeem my back to mac empty containers, the manager advised me that my Back to Mac containers had expired at the beginning of 2021. I advised the manager I was never aware nor would I'd waited so long should I had know they'd expire. She advised me to contact the online store reps, I did so and I wasn't help. I was also advised that the credit doesn't expire.

  Business response

  08/05/2021

  We contacted this customer to personally assist in resolving the expressed concern.
  
  We documented her comments regarding her frustrating store experience. 
  
  We are sending the product that she was unable to redeem through the Back to Mac Program from our corporate office.

  We are also sending an additional complimentary product as a gesture of goodwill.

  Customer response

  08/05/2021

  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. ↩