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Business Profile

Cosmetics Sales

Estee Lauder Companies

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Estee Lauder Companies's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 347 total complaints in the last 3 years.
    • 112 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/28/2025

      Type:Product Issues
      Status:
      Answered
      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 am filing this complaint due to Este Lauders refusal to issue a refund for a product I never received, despite multiple requests and follow-ups.I placed an order with Este Lauder, which was later recalled and returned to their warehouse in **********, **, before it ever reached me. I contacted their customer service three separate times asking to cancel the order and receive a refund. Each time, I was told different information, and no resolution was provided.Later, they claimed they would reship the item, which I clearly stated I did not want. I have made it very clear that I do not wish to receive this product and that I want a full cancellation and refund. Still, the company continues to delay, ignore my requests, and has not returned my money. I have not received any product, and it has now been nearly 30 days since the original transaction.Forcing a customer to receive merchandise they have refused and continuing to withhold payment is both unethical and potentially in violation of U.S. consumer protection laws. I also emphasized that returning a productespecially one I never wantedplaces unnecessary burden on me as the customer.I have documentation including:Emails with customer service Shipping history showing the product was never delivered Records of phone calls and communications I am requesting the immediate cancellation of this order and a full refund for the amount charged. If Este Lauder does not resolve this promptly, I will pursue further action with my legal counsel.Desired Resolution:A full and immediate refund for the undelivered order. I do not want the product and should not be required to accept or return anything.Sincerely,Dr. ****** *****

      Business Response

      Date: 03/28/2025

      We have been in touch with this consumer.

    • Initial Complaint

      Date:03/24/2025

      Type:Order Issues
      Status:
      Answered
      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 place order on 5-Mar, but they just shipped out one item , another item still not shipped out until now, that feel so terrible, i request please shipped out my order as soon as possible

      Business Response

      Date: 03/28/2025

      We have been in touch with this consumer.

    • Initial Complaint

      Date:03/24/2025

      Type:Order Issues
      Status:
      Answered
      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 place order on 5-Mar, but they just shipped out one item , another item still not shipped out until now, that feel so terrible, i request please shipped out my order as soon as possible

      Business Response

      Date: 03/28/2025

      We have been in touch with this consumer.

    • Initial Complaint

      Date:03/23/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Ordered online items from Clinique. If I spent a certain amount of money, I was supposed to get two free items. Never received the items. Called the company and was told that they would send me the items and I havent received them.

      Customer Answer

      Date: 03/28/2025

      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:03/16/2025

      Type:Product Issues
      Status:
      Resolved
      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 made a purchase from Este Lauder on 11/29/2024. When the price was reduced for holiday sales, I decided to return my original order and place a new one at the discounted price. Upon receiving the first order, I returned it unopened, expecting a full refund.However, after several weeks, I received an email stating that I was only issued a partial refund because one product was not returned. This was surprising, as I returned the package exactly as I had received it. When I contacted customer service for clarification, I was met with an unhelpful and impatient response. The representative initially insisted that the return was processed by a machine and that no mistakes could have occurredimplying that I had kept the product. Then, she claimed that my order was shipped in two separate packages, though I never received a second one.I am extremely disappointed with how this situation has been handled. Regardless of whether there was an issue with shipping or with processing my return, the responsibility should not fall on the customer. I expect Este ******************** to address this matter properly and ensure that I receive the full refund for the items I returned ( I made a purchase of $300.85, got a partial refund of $196.71, I request a extra refund of &******).

      Business Response

      Date: 03/18/2025

      We have been in touch with this consumer.

      Customer Answer

      Date: 03/21/2025

      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:03/14/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      **********,***** send me the order and samples with 2 package but no tracking i return the order,the said need retuen the all order items and samples to get refund,i want place another order with other items they said no then told me they can mail back the pacakge i have returned but now 2 week past,they neither refunded my money nor sent the package to me,and noone reply emai

      Business Response

      Date: 03/14/2025

      We have been in touch with this consumer.

    • Initial Complaint

      Date:03/11/2025

      Type:Product Issues
      Status:
      Answered
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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.

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