Estee Lauder Companies

Review: I would like to share with all those who use Estee Lauder products or any other company products under Estee Lauder ownership - my experience with the Customer Service at the Headquarters.

It all started by my purchase at the Duty Free at Heathrow Airport in London-

- Origins eye cream - a company owned by Estee Lauder .

Few days ago as I opened the box - by the way they haven't got any seal of security -

I discovered that the jar was used and half empty.

I called the Customer Service a couple of times - but they completely ignored my call!!!

Then I called the Headquarters Executive Customer Service and asked for [redacted] the [redacted] Of course I wasn't transferred to his office.

So I asked to be transferred to the Executive Customer Service.

After waiting for a very long time they told me that they will call me back as the line is static!!!

They didn't call but the phone rang twice, as I answered there was no one on the other end …

I called several times and the reply was the same.

The Conglomerate Estee Lauder ignores the customers though they don't exist

It's too important for the "little" people who happen to be those who had made them.

So I urge you to start to boycott the use of Estee Lauder products or any other companies they own and put up in the facebook your own experience with the customer service when you tried to complain.

Sincerely

[redacted].

###-###-#### [redacted]Desired Settlement: Replacement of the product

Business

Response:

Thanks for forwarding this complaint to us.

We spoke directly with the consumer on June ** and resolved her complaint with a refund and some complimentary product.

Please let me know if you need anything else from us.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I bought 2 cleanser from esteelauder.com which the Order Number is [redacted] , but when I get the package that I find one of them was lost. it's obviously that the esteelauder didn't ship all of them to me. please help me!!!!!!!!!!!!!!!!!!!Desired Settlement: refund the 30$ to my credit card.

Business

Response:

We have reached out directly to this consumer.

Please contact me again if our resolution was not satisfactory.

Review: I purchased Estée Lauder Re-Nutriv Intensive Lifting Makeup Broad Spectrum SPF 15, 1.1 oz. I will never go to a twist off cap make-up again. With the price I paid for this there should not of been any issue.The make up leaks all over the place. I had to put it in a plastic bag and it still is oozing . I contacted Customer Service who responded this:

I have yet to receive an email or anything!Desired Settlement: Please just send me a different make - up or refund. I have supported and purchased from this company for over 15 years. This product was a bust.

Business

Response:

We have reached out to the consumer directly to resolve her issue.Please let me know if you need any further information.Linda C[redacted]Executive Director

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Christine A[redacted]

Review: Feb,**,2014 I bought an eye cream on esteelauder online store, the order no. is [redacted]. but till today Mar,**,2014, I have not received the product. The UPS delivery tracking information (tracking no.[redacted])shows a wrong signed person –[redacted]. The delivery address is a forwarding company, but [redacted] is not the staff( can provide references if needed). I had contacted the customer service – [redacted] via live chat, but she said they are not responsible for the lost package and refuse to refund.Desired Settlement: I need refund as soon as possible.

Business

Response:

We have reached out to the consumer, [redacted], and per their request have issued a refund.

We trust that this resolution is satisfactory.

Sincerely,

Review: I received much less than what I was promised when I purchased the product; I called twice to complain and was promised that my order would be sent to me (reimbursed). This never happened, in spite of my being reassured that I was going to be sent another product (a replica of what I received the first time, which was deficient in product, and the reason that I called in the first place).Desired Settlement: wow - I want more than just replacement, I want people to know that this company is crap - they cheat people and then do not stand by their word.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

I bought three make-up products at Estee Lauder's at [redacted] in [redacted] on Saturday April **, 2015. The lady who served me was nice but constantly attempted to sell me more products, saying that a gift would be given to me only if I purchase for more than $70. All this time she did not tell me that actually the gift was not at the store. Finally she said that the gift would be given to me when I come back to the store on the [redacted]. I told her I lived far away, and would not be able to come. She did not offer any alternative; just kept asking me if I would like to buy another product so the gift would be larger. I actually wanted to purchase more items, but when she said that the gift was not there, I just purchase three items; one of them was a foundation that is supposed to be shipped to me as it wasn't at the store. The question is - why wouldn't you ship also the gift together with the foundation? Why don't they have at the store enough gifts for the customers? The lady showed me the gift; couldn't she just give me the one that she had showed me? Also - the service was very slow; the lady kept going behind a counter to do her computer transaction... and all this time the manager, who was there serving another person, heard our conversation, but did not do a thing about it. This is not the first time it happens to me at this very same place. Also last time when I purchased a foundation, I did not get a gift because "it was not at the store". I like Estee Lauder's products, but the service is annoying!!!

Thanks-

Review: In August **, 2014,esteelauder.com help me to order online for a bottle of eye creams without authorization,And buckled money in my credit card.

ORDER NUMBER:[redacted];TRACKING NUMBER:UPS [redacted] Because this is the order without my consent,Now I do not need eye cream,Once a few times after receive the goods I contact website customer ask to return money,But there has been no received return single.Now after more than 20 days,I have already can't wait any longer,So I want to apply for a refund immediately, and take this bottle of eye cream returns.

thankDesired Settlement: I want to apply for a refund immediately, and take this bottle of eye cream returns.

Business

Response:

Thank you for forwarding this to our attention.

We have shared the consumer's comments with our online team. They reached out to the consumer both by telephone and email and have resolved the issue.

Please let me know if you need any further information.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]]

Hi:

I am [redacted] ,my Complaint # [redacted],‍After I complained Revdex.com, BB is still giving me a reply at sep- **- 2014, that said they have arranged for a prepaid return label to be sent to you via email to be received within 3-5 business days.‍But I still did not receive the prepaid return label.‍I do this very distressed.‍

Thank you!

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

Sincerely,

Business

Response:

Thank you for contacting Estee Lauder.

We reached out to the consumer directly and are issuing her a credit without the product return. We called back today to let her know this is happening.

Please let me know if you need anything further.

Review: Case ID# [redacted]

In August I contacted [redacted] (Estee Consumer Care) about an issue with a fluid line product (Macro Violet). I was advised they would send a pre-paid envelope & to send the product back which I did. I was offered the choice of a refund in the form of a check or a replacement product.On September [redacted] received an email from [redacted] to send a physical address so that a replacement item of my choice(Candy Yum Yum lipstick) would be sent in exchange.I responded to the email & called in the same day. [redacted] advised to give the product until October [redacted] to receive it. Every week I have called ###-###-#### and been advised this.Finally today Octobe[redacted] I call & [redacted] advised product still hasn't shipped & now state and additional 2 weeks.This was after Jessica asked that I giver her a chance to check with fulfillment which I agreed to do.She called back later in the day to advise again nothing had shipped & wouldn't even as I was advised several times previously it would.She also gave me the address to headquarters so that I could place a complaint. It is starting to appear [redacted] has kept the product I sent & is not honoring a replacement product. It doesn't not take 6 weeks or even 4 weeks to mail a product. To add to further frustration I was told it is too late to request a check in place of the product. I have been wearing [redacted] over 15 yrs since college & find it unacceptable that services promised are not being rendered.Desired Settlement: I would like the Candy Yum Yum lipstick as promised or the check refund which ever can be mailed immediately.

Business

Response:

Thank you for contacting us.

We have researched the consumer's files and have requested that her replacement be sent overnight to arrive tomorrow, 10/**. We sincerely apologize for the delay and will be following the tracking number to be sure that it arrives.

Please let me know if anything further is needed.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On June *, 2014, I stayed up all night to place an order for their limited edition collection which I normally do when they have launches. I placed an order for $523.11 only to receive an email the morning of the [redacted] saying my order had been cancelled without any prior contact to me to provide an alternate source of payment which is their normal policy. According to the cust serv rep I spoke to who knew nothing, they placed a hold on the funds, this I could clearly see, however they don't accept Bahamian cards as a form of payment. I have previously made purchases with this website using a Bahamian credit/debit card and the rep told me to use my us address as the billing address and I had no issues. My current issue is that this collection is now completely sold out and they are not sure if they can assist me even though they failed to contact me, a long time dedicated customer who has spent a boat load of money with them, before cancelling my order. The representative then had the nerve to respond to me as if she was doing me a favor by trying to assist me. I am the consumer. Without me and my monetary support, there is no you. You don't make millions. You need to follow your policy and expand it to facilitate the people who shop with you. The Caribbean is not catered to and this is a mistake as you make money from there s well. I need my order to be processed and I need my products to be delivered. You already have a hold on my money and as a result there should be no issue processing and shipping it which I expect to have done in a timely fashion. If you are not able to facilitate this then I need to have arrangements made to return everything I have purchased from you within the last 6 years for a refund because you don't deserve to have my money if I don't deserve courtesy and respect. Your representative telling me she will contact me in 48 hours to see if they can help is not effective and certainly not satisfying. You sell limited edition collections and because of you I don't have the option to receive mine because you broke your policy. you need to rectify this situation. I am beyond disappointed and disgusted.Desired Settlement: Process my order since you already have a hold on my funds and deliver my order with all 18-19 products in a timely manner. Amend your policy to include Caribbean countries because we don't deserve to be differentiated and isolated when we pay for products as well. Be a better well rounded company that aims to satisfy its customers. Happy customers increase your revenue and build repeat business. Presently you have a lot of disgruntled employees who don't represent you well and as a result leaves a bad taste in the mouth of your customers.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchase on lineOrder [redacted] Order Date2013/**/20Tracking [redacted] I did not receive my package. I contact Esteelauder on * Jan. they told me they will re-ship me the package with the item I purchased. But on * Jan, they call me again, and told me that they will not re-ship my order.It is unacceptable, I purchased and pay my order, when I fail to recieve the order I contact with esteelauder immediately and be told that the order will be received. How can they pull back they promise, left the customer got nothig after full paid.Desired Settlement: I request Esteelauder to refund my payment immediately.

Business

Response:

We have reached out directly to this consumer.

Please contact me again if our resolution was not satisfactory.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: order#[redacted].hello,my estee lauder online order was cancelled on Nov.*.and I paid with [redacted],but still not got any refund more than 16 days. and my [redacted] status was removed.I talked to one of the Estee Lauder cs,she said they will refund me in 10 days,but today I talked to them again,they said they cant do anything to help ,and told me I should go to get a help from [redacted]. since the order was cancelled,but my money is taken by esteelauder online.could you help me with it?

this is the order status of [redacted] about this order.

Pending Balance Payment (Unique Transaction ID # [redacted])

See related [redacted]

Original Order

Date Type Status Details Amount

Nov *, 2015 Order To Estee Lauder Canceled Details -$76.00 USD

Related Transactions

Date Type Status Details Amount

Nov ** 2015 Pending Balance Payment Placed Details -$76.00 USD

Nov **, 2015 Pending Balance Payment Removed ... $76.00 USD

Original Order:

Total Payment: -$76.00 USD

$0.00 USDDesired Settlement: just refund my money

Business

Response:

Our online department has reached out to the consumer to resolve the issue.Please let me know if any further assistance is needed.

Review: Hello to whom this may concern in January 2015 I purchase so products from a department store that were defective. Two bottles of perfume modern muse chic tuscany two tubes of lipsticks one was brazing the other was insolent plum both tubes were broken also the perfumes were defective when we tried to return the products store they would not take. them back they sent them back after having the stuff for almost two weeks so we decided to contact the company which we go on where but a lot of nonsense estee lauder claim they make to quilality stuff wee guess what I didn't get it also we we treated like second class citizens. After spending my hard earned money so I decided to file this complaints hopefully they will learn how to treat paying customers both lipsticks were broken the lipsticks are from her sculpting lipstick collection and the perfumes won't spray this is not the first time I brought a defective product I want my purchase replacedDesired Settlement: Products replaced also perfumes were full sizes bottles 3.4 ounces

Business

Response:

Thank you for contacting the Estee Lauder Companies.We will be contacting the consumer in the next few days to reach a resolution.Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Hedear re] dear [redacted] I would like the stuff replaced other than that there is nothing to talk about just replace the stuff if you can't replace everything replace one perfume and lipstick something but I want all four pieces replaced

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

Sincerely,

Business

Response:

Tell us why here...Thank you for your additional comments and for speaking with [redacted] last week.As you confirmed in your conversation, the items were actually purchased at [redacted], rather than in a [redacted] department store. Although damage complaints are generally handled by online vendors, in this case we will be sending you replacements. [redacted] will be contacting you again with specific details.Please let me know if you have any further questions.Sincerely,[redacted]

Consumer

Response:

[redacted] did get in contact with me the stuff will be replaced I will be receiving my replacements in three to four weeks hopefully they can ship them sooner thank you [redacted] for the replacements

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: While vacationing in NY this past week, I purchased a 1.7 ounce Revitalizing Supreme Cream, to try when I got home. On Friday night, Spetember **, after returning from my vacation, I opened the box, and found that the cream had been opened and looked as if it were used. The next day, I took it to my local [redacted]'s, explained to the girl at the Estee Lauder counter what had happened, and she refused to exchange it, siting that I had no receipt and could have used it myself before bringing it there. I asked to speak to a [redacted], but there was no one available. Now I am stuck with what could be contaminated cream, so to be safe, I am throwing it away. I just want you to know how your company is being represented.Desired Settlement: At the very lease, I would like Estee Lauder to replace this cream with a new one, hopefully in a sealed container.

Business

Response:

Thank you for contacting Estee Lauder.

We have reached out to the consumer directly and are sending her a replacement product.

Please let us know if you need anything else.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

About two months ago, I filed a complaint with the Revdex.com regarding a Revitalizing Supreme Cream that I had purchased while vacationing in New York City. When I finally opened it, it appeared to be used, so I tried to return it to my local [redacted]'s, and the Estee Lauder representative would not allow the return, so I filed a formal complaint. I received a phone call from Estee Lauder a few days later, and then a few e-mails, stating that the company would send me a new cream and would look into the problem with the Estee Lauder counter at [redacted]'s. I have waited and waited, and have not received anything from Estee Lauder, which I find to be quite unprofessional at best. I have been a loyal customer for years, but now I am just about through. I would like the replacement cream immediately, as well as a reason as to why this has gone this far in the first place.

Sincerely,

Business

Response:

Thank you for your additional comments.

According to our records, we shipped replacement product to [redacted] on 9/**/14, so we are unsure as to what might have happened. However, we will reach back out to her directly to resolve the issue.

Thank you,

Review: I purchased a skincare gift basket from Estee Lauder's online store. I entered my billing address (California) and a shipping address (Pennsylvania). I did NOT check "billing and shipping address the same." The website errantly put the Pennsylvania address for both addresses, including my billing address. As a result my credit card did not go through. The website also required me to enter my telephone number not, the website claimed, because they were building a database, but because they would call me if there was a problem with my order.

When the credit card did not authorize they send me an email stating this fact. It was received after an order confirmation and the email simply had a subject of "Order Notice." There was nothing obvious stating that there was a problem. I received this email in between other emails from Estee Lauder that confirmed my order, thanked me for shopping with them, and advertised their other products. The notice that I needed to do something or my order would be CANCELLED was a foot note in a slew of emails from them, and of course the many other shipping information emails received during the Christmas holiday.

No one ever picked up a phone and called me. This is despite the representation on Estee Lauder's website that they need your phone number for just that purpose.

48 hours later I received a notice that my order was cancelled. I immediately called in to see what had happened. They refused to do anything to help me. I dealt with [redacted] in Wisconsin. She said she talked to a manager named Kelly in Florida,but would not put me on with the manager. She said the product was sold out. She had her manager check that it was sold out and then told me again it was sold out and that there was nothing they could do. She said that they did actually have comparable gift packages, but since they were one price range up, they would not be able to provide them as a replacement. She also refused to see if there were retailers near the delivery area that still had the product in stock. She refused to give me her last name or any identification number. She refused to admit their system had made a mistake even though she had my California address which meant I had definitely put it into their system. Basically she told me it was my problem. I tried to explain that it was in fact THEIR problem and that I would seek any additional charges I incurred in getting this gift to my mother. She then said she felt threatened by legal action and was "releasing" my call. I asked them to please work towards finding a resolution and call me. I obviously never heard from them again.Desired Settlement: One, Estee Lauder's web ordering is terrible. It made an error and is generally difficult to use.

Two, when I wanted to get my mom something nicer than she is used to and do something special for her, I turned to Estee Lauder. While I have zero complaints about their product quality, they complement those products with horrifically incompetent online ordering services and at least one customer service representative who views her job not as a problem solver, but as the person who just keeps saying "oh shoot, too bad" until the person goes away.

I did need to spend extra money getting my mom her order by Christmas. If they want to send my mother the difference, or just do something nice for her that would be great. She is [redacted] and her address is [redacted]. I'd love an apology letter or just something recognizing that they owe their customers quality service and messed up on this one.

Business

Response:

We have reached out directly to this consumer.

Please contact me again if our resolution was not satisfactory.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,