Estee Lauder Companies
Reviews and Complaints

Terrible company and customer service. Ordered from them and over a month went buy with no response, called today and they cancelled my order and didn't even bother to email to let me know. Now its 6 days before Christmas and I have no gifts.

The site is misleading about shipping and processing times. *** representatives are incredibly unhelpful and are not equipped to deal with simple issues that come up due to incredibly long processing times. One of the worst experiences I have had with customer service. Avoid buying from their online site.

I bought a gingerbread palette in late December, I do not live in ***. however, they failed to tell me that my order was canceled-- i had to find over the darn phone. After two months of emailing them back and forth, they still haven't given my refund. IT'S JUST 56 DOLLARS, you're a multi million company and you cant even refund me... do you got 2 people working in accounting? jeeeezz. i rather pay more and order at sephora at least theyre a honest company. too faced is multi-faced

I received an email from MAC Cosmetics saying I needed to contact customer service regarding my payment for an order. I contacted them the same day (9/1) on their customer service number and waited over three and a half hours before finally hanging up. Why would they state their customer service is 24/7 and nobody is there to answer the phones?! I am a MAC Obsessed member and have used MAC exclusively personally and professionally as a makeup artist for the past 11 years. After this absurdly terrible customer service experience, I am seriously considering switching to another brand.

I have been wearing Cinnabar Eau de Parfum by Estee Lauder for several decades now and have absolutely loved it, but my recent purchase smells NOTHING like the original. The scent is so off I double-checked the bottle to make sure the salesperson didn't inadvertently provide me with the wrong product. I've read the same complaint by other customers on several websites, to which Estee Lauder insists there has been no change in their formulation. The brochure inside the new product box also makes the same claim: "The fragrance you've chosen is the same one you've always loved." These written statements are fraudulent, which can easily be proven by comparing the old and new fragrances. (I have both.) This is worse than disappointing. Advertising which is false and involves descriptions stating a product is of a higher quality than it actually is violates consumer trust and is prohibited by state and federal consumer protection laws.

I recently placed an order which remains unfulfilled. Despite not having received my product, I've been asked twice about my satisfaction with the order and product. I've reached out to the company thrice, receiving one response promising further contact that never came, and another claiming they'd notify me upon shipment—a notification I'm still awaiting. My dissatisfaction with their customer service is profound. I've successfully received products from other companies and enjoy the product line, but will seek alternative vendors in the future. It's unacceptable that their customer service fails to ensure customer contentment and timely delivery of orders. While I'm aware of COVID-19 related delays, I believe that if other large companies can manage, so should they.

I placed an order last month and I didn't receive it, I called customer service to ask about my package, they said I have to go to UPS to pick it up. I told them I was busy and couldn't get there and the package was delayed for more than 2 weeks and I don't want it anymore, please help me send it back to the company sender (Estèe Lauder), they agreed and waited for a while. few days they will refund my credit card. I also called my bank to tell them about the problem as I did not receive the package. I have waited over 2 weeks Estee Lauder still no refund to my credit card and I dispute them with my credit card. My credit card helps me get my credit back. I thought everything was fine until yesterday, my account credit was adjusted to Estēe Lauder purchase, they gave me the package tracking number that the sender gave them. I was very angry and surprised and I watched the packet being sent back to the sender.

04/03/2023
1:31 pm Return to sender
Ontario, CA, USA
04/03/2023
8:46 am Delivery today

Ontario, CA, USA
I called customer service and told them I didn't receive any packages why your company is still charging me and they passed to supervisor who told me that I needed to pick up the Package was still in place UPS Access Point™ and called the shipping company to talk to me and the service told me to give them my email and they would send a track to I know where to get it..

In the end the shipping company didn't email me at all, I'm very angry but I want everything to be clear. I traced the tracking number, went to the UPS store and showed them this tracking address to pick up the item. The service says the correct address, but the package is not here. Finally, I didn't receive any packages, Why is Estēe Lauder irresponsible and still trying to charge my credit card? Strange and terrible, I will never shop online from Esteē Lauder.

Purchased Clinique brand products due to the fact they advertise towards customers with sensitive skin and to be 100% hypoallergenic products. Purchased the 3 step skin care solution system along with a few other of their products to use. Facial skin had an allergic reaction to these products and had to seek medical treatment also have permanent scarring from reaction. Reached out to customer service thru the Clinique website via chat to find contact information for this problem. I was given a 1800 number along with an email address. I contacted them via email where they asked me the product codes on the specific items I had. I replied with the information they requested and the replied back asking I send them the products via prepaid label they attached along with another 1800 I could call if needed further assistance. I called the 1800 number because the prepaid label was not attached in the email as was said and the 1800 number provided is not in service. I also tried to receive more information on what was the next steps in resolving this matter after the requested items were shipped to them. In contacting the company both via email and the 1800 provided, I have yet to be in contact with anyone and numbers given thru the company are not in service.

the company has a fraudulent and misleading ad on facebook which is literally a scam. I am a longtime La Mer user--- over 15 years and am appalled by their false advertising with is beneath them. 1. AD STATES: pick 2 complimentary masks of your choice and throw an at home spa night then has a picture of the masks and "friends who mask together" then pamper with La Mer 2. I clicked on the link as I love la mer--use several of the masks and was WOWed by this opportunity. 3. the link goes to the website and for shopping and never mentions this promo. 5. I chatted with an agent--- then asked for a supervisor---they basically said--oops misleading and if you buy x amount you get the masks. back and forth occurred; i sent an actual picture of the ad citing that there were no exclusions cited, etc...and was told oh I can give you 20% off of something or with a purchase send you 2 samples. I chatted with supervisor Jacob and have the transcript of that chat. 6. I then called the executive office and spoke with Jacob who turned out not to really be in executive office but would file a complaint... alot of back talking and trying to cover occurred and when asked for a call back or communication---told that there was no one in the office EVER TO SPEAK WITH CUSTOMERS> . THIS IS A SCAM

Estee Lauder uses the E-list rewards program to promote its sale, which they say you can get a full-size product at 450 points and another at 450 points for free. I thought it was very attractive and purchased a lot Estee Lauder products this year. I finally reached 450 points and was going to redeem for a free product, then there became no available rewards at 450 points. I first waited for a week, hoping them to restock it soon, but they haven't after one week has passed. Since the E-list rewards program will clear all points on anniversary date, and mine is coming on 11/*/2019, I asked their customer service today when they would have any 450-point reward in stock. The representative said "Regrettably, we do not have an expected restock date for the reward items", and "Reward items are while supplies last". I can understand that things can suddenly got out of stock due to demand, so I don't blame them if they restock the rewards in a few day. However, if they don't strive to keep rewards in stock, my feeling is that they just don't care if customer could get the rewards like they advertise, and the statement "a free full-size product at 450 points" is false. They should correct it as "possibly/may get a free full-size product" or put "while supply lasts" next to the statement.

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!

Hello, my order number is confidential, the billing address is private, this order was purchased on May 10 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 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.

On April 10, 2022, I placed an order for six travel-sized Photo Finish Primerizers from Smashbox and paid $45.47. The delivery was split since two items were on backorder. The first shipment of four arrived with damaged packaging and leaking bottles. Smashbox apologized but required me to wait for the backordered items. I paid an additional $31.39 on April 11, 2022. When the backordered primers finally shipped, they arrived completely destroyed. Despite my complaints and providing photographic evidence, Smashbox only offered a partial refund, disregarding my shipping costs and inconvenience. Furthermore, I attempted to purchase the 1oz size on sale for $90.93. Despite assurances of availability and a free makeup bag, my order was canceled due to stock issues. This experience has shown that the company's customer service is lacking, and their website stock updates are unreliable.

I placed my one order on clinique.com on 12/16, 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..

On the date of November 28th, I placed two online orders from Este Lauder official website due to their Black Friday promotions (including free Micro Essence Skin Activating Treatment Lotion 400ml, 7 set Free Gift for qualify purchase). After place two orders, however, I only received one email confirmation. When I received my order yesterday, it appears that only one order came with the correct free gifts. The order without sending an email confirmation number to me, did not send the free gifts. After contacting their customer service, I was told the order never had the free gifts. As I did not receive the order confirmation email, I can not prove the items should be included in my order. And I am not the only one who is experiencing this. After reading many posts online, there are more than hundreds of people who are experiencing the same issue but do not know how to make a voice for themselves to protect their legal rights. Este Lauder canceled the gifts it promised to give for Black Friday without noticing but sending partial of the order. And in my case, without sending a confirmation email and send partial order is something worse than other cases. As a leading commercial company, Este Lauder made billions dollars of profits, and it did to its customers is unacceptable. I am here to ask the apology from the company and make appropriate compensations for all the time I have spent to solve this.

On Nov. , I placed two orders on the lamer official website, because I received an e-mail to buy a free gift of $500,000,000, so I placed an order. The website can choose two free samples when issuing an order and checkout. I checked out and then received an e-mail and found that the sample was missing, and then the order was shipped the next day. At that time, because I wanted to change the address, I contacted the online customer service. After helping me change the address, I explained the sample to the client. The customer service said to check it for me. The first customer said that his computer system could not be handled, and then transferred to the second customer service. But the second customer service did not talk for a few words and transferred me to the third customer service, which was very depressing and kicked me around like kicking a ball. In the end, it didn't solve my problem! Later, after the package was received, I confirmed that there was no sample, and I contacted the online customer service again. The customer service unexpectedly said that I was not allowed to choose the sample if I had a free gift. I felt very absurd. The website explains that each checkout can choose two free samples. I jumped out when I checked out, how not to allow it. I'm not fussing over this sample. I think I deserve it. The service of the website really doesn't go to the service in the current department store, bad reviews.

This is the second time in a couple of months *** has emailed me with this offer. The first time I tried it, I was eligible for a free full sized facial moisturizer but the moment I logged in, the offer vanished. When I attempted again, I was given error messages. I let it go then as technical problems do happen and I couldn't be bothered with following through with their customer service. This morning, I received the same offer but as soon as I logged into my *** account to avail of the offer, I immediately received an error message. This time, I attempted to sort this matter out with their customer service, who tried to dismiss me with a 20% off offer. When I disagreed, as that is not the offer, a supervisor came on and told me that this isn't clickbait, as I had alleged, and then proceeded to cut me off! I have taken screen shots of the entire conversation and the offer, which I am uploading. I understand that technical problems do happen but when the same thing happened the 2nd time they made this offer over the course of a couple of months and I am dismissed by their "customer service" (the supervisor said her name was ***, if that is relevant) when I protested, I think this should be brought to the attention of the Complaintsboard.com, as this really seems to be a scam. I have been an *** customer for over 20 years/ for a company of that size to engage in underhanded scams like this is unacceptable. Thanks in advance for your attention to this matter.

I placed an online order in November but selected the wrong lipstick color. I reached out to Estee's online service to amend my order. The first representative offered to change the color after a confirmation call. The second suggested reordering, but there was no follow-up. Gezel Ann, the third representative, couldn't change the color but managed to cancel the lipstick, asking me to await a confirmation email. Instead, I received a shipping notice with the lipstick still included. Contacting the service again, I was informed that individual items couldn't be canceled. This was the first issue. The second issue arose when I emailed my complaint; Rhyz J offered to cancel my entire order, which I immediately clarified I did not want. Keanna understood and advised returning the lipstick upon receipt. However, I was then notified that my remaining order was canceled, including a coveted advanced night repair set. I requested to reinstate my order, but was told it wasn't possible and was asked to repurchase at a higher price. This felt unfair, as the cancellation was their error, and I believe they should honor the original price.

I placed an order on 11/25 during a promotion for a full-size eye cream valued at over $60, contingent on spending a certain amount. Since December, I've contacted the company repeatedly because the complementary eye cream wasn't delivered. Each call resulted in different explanations: 1) the item was shipped and would arrive shortly, 2) the eye cream was back-ordered, 3) the shipment was lost. Requests to speak to a supervisor led to extended holds and disconnections. Today, I received a damaged box with a small pouch and travel-size items, not the promised eye cream. Despite spending nearly $200, the customer service has been disappointing. I expect the company to fulfill their promotional promise without further hassle.

I want to file a serious complaint about ESTEE LAUDER'S 2020 Black Friday Sale SCAM and the worst customer service. 1. ADVERTISING SCAM: During this year's Black Friday, ESTEE LAUDER website had a promotion, saying if customer purchase over $250, will give customer a $200 value Micro Essence Activating Treatment Lotion (13.5oz). Later, Estee Lauder told us this gift item is backorder. Then, after they shipped out all the other items, they sent an email to us saying the gift item is unavailable anymore and will be canceled automatically without any refund. Meanwhile, they are still selling this product on their website. I believe the promotion is totally SCAM. ESTEE LAUDER seemed cheated customer to make over $250 purchase without giving out promised free item. 2. The worst customer service I have ever seen After the above issue happened, I have chatted with more than 5 customer service agents through ESTEE LAUDER online chat to follow up, spent more than 7 hours in total, including a supervisor. All the 5 agents were saying conflicting messages. For example, the 4th agent told me *** submitted a request to reship the gift item. And the 5th agent told me this item is canceled and will not be shipped out. The 5th agent did not see the request the 4th agent sent. All the 5 agents did not solve my issue. 3. No respect for customer. During the communication with ESTEE LAUDER online chat agents, I noticed they have no respect to their customer. They reply the message really slow and lied to their customer (see detail in the 2nd bullet point). Thank you.

Once I placed the order on June ***, I contacted ESTEE LAUDER by email and also called them to cancel this order which has not been shipped out. However, they still ship the order out without replying me. After I received the item, I contacted them and asked a return lable. The customer representative said I don't need to return the item and I can get a full refund in ten business days. During the COVID-19, they don't accept to return the item and I asked 3 times to make sure I don't need to return the item and still can get a refund. She replied with absolute certainty that there was no need to return it and I will get full refund in 10 business days. After 10 business days, I still haven't get the refund and I called them again. Another representative answered I need to return the item to get a refund as now they accepted return. I won't get refund if I don't return the item. This is completely ridiculours as I have send the product to my friend in Korea. How can I ask my friend to return the item from Korea to US? The return shipping freight is much higher than the product cost. At the beginning when I called you to ask the return lable, why you said I don't need to return the item and I can still get refund for sure? Now I don't have the item, how can I return the item to you in order to get refund which is totally unreasonable? Please give me the money that you promised I can get the refund without returning the item. I also have the record I talked with the first representative who said I don't need to return the item and still can get refund during COVID-19.

On March ,, I placed an Order with a Customer Service Rep on the phone. I have a 20% coupon. She couldn't get it to apply to the order but she assured me that within 1-2 days the $26 credit would be applied to my credit card. On March ***, I opened a Chat session (I have the entire transcript) to inquire about 2 promotional items that should have been included with my purchase the day before AND to confirm the credit to my credit card. "Bailey" agreed to send the 2 promo items (still haven't received) and promised the credit to my credit card would hit in 1 to 2 business days - same thing the rep on March *** said. On April ***, THIRTEEN days after I was told I would receive my credit, I still do not have it. So I contacted Customer Service, was put on hold for 45 minutes, and the lady said "Yes, I see you should have received that credit by now. Let me check into this further." I'm put on hold for a bit and she comes back and says "I don't know what to tell you, but there was something marked on your account 2 DAYS after your purchase about the credit being declined to your account. I have never seen something like this before, I can't help you, but one of two managers will be in touch within 24 hours". 24 hours later - no call. THIS IS FRAUD. No credit to my credit card. No return phone calls. And worst yet - 2 days after my purchase they KNEW they weren't, for who knows what reason, going to credit my card, but never bothered to tell me! FRAUD, FRAUD, FRAUD. I have been a customer of E.L. for over 30 years and I have never had this type of problem - EVER.

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 Complaintsboard.com, but the website would not allow me to submit my message.

I placed two orders at La Mer Online on December 17th. Due to a system error, I couldn't use a promo code. I contacted customer service for help. The first agent promised to send me eight Genaissance De La Mer creams (0.5oz) as replacements for both orders. However, when I received the shipping confirmation, the items were incorrect. I reached out again, and agent Courressa assured me the correct items would be sent. After over a week and several contacts with three representatives, who all confirmed the shipment of the eight creams, I still hadn't received them. When I emailed again, they reneged on their promise, offering only 0.1oz mini samples instead, which was far less than promised. Their policy states that out-of-stock items will be replaced with items of equal or greater value, but their solution was not equivalent. I insisted they fulfill their original promise or alternatively send me 24 units of Genaissance The Eye and Expression Cream, totaling the same volume.

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

I have been using Estee Lauder products for years and I am disappointed that I am not being treated fairly. I need to complain about two problems: 1. False promise: My two orders were placed on December 24th respectively, the order numbers are #*** and #***, the amounts of the two orders are $92.4 and $187.6 respectively. A day later, Estee Lauder launched its Black Friday promotion, which includes 30% off ,7-piece gift for $100, ***oz Micro Essence for $200 and full-size eye cream for $250. And at the same time, two of my order has not yet shipment, and I contact online customer service, customer service does not recognize the promotion, I send an email to hope they can price match, at the same time provide the corresponding gift, estee lauder finally promised to arrange mailing the corresponding gift to me, let me wait for the shipping notification email, but soon I received the email notification that do not conform to the qualifications, And Micro Essence ***oz is not available and will not be shipped to me again. I have contacted many times by email, but have not received any response. 2. For my other order #***, I did not get the corresponding 7-piece gift when placing the order. My order was placed on 26th, but I haven't received the shipping mail, finally I at estee lauder online account to have the delivery, but no delivery of product details, many times I contact hope they can tell me the delivery detail, because I learned a lot of people have been canceled the original gift, estee lauder finally didn't respond to me, I'm also worried that my gift will be cancelled again for no reason. I hope to get a reply. This shopping has taken me a lot of time to write emails and contact customer service. As an ordinary person, I hope Estee Lauder can compensate me for the gifts.I hope they can make amends.