Estée LauderReviews of esteelauder.com

I had a problem in my shopping bag and contacted the customer service. Although the customer advisor was trying to be helpful—in her own way—she lacked knowledge about the processes. I asked her to contact the relevant department to double-check her information, which she did, but she returned with incorrect information once again. The department claimed that the promotional gift could not be combined with discounts, but this condition was not mentioned in the promotion's terms. The promotion simply mentioned that the gift was based on order value, with no indication that it could not be combined with other discounts - which normally they explicitly state when this is the case. Furthermore, the gift was automatically added to the shopping bag during checkout, which clearly suggested it was valid. The advisor then insisted that the gift would be removed from the shopping bag at checkout—which is absurd! This implies that Estée Lauder is misleading customers by unlawfully removing products from the shopping bag, even though they are visible at checkout. As a loyal Estée Lauder customer since 2000, across various countries I have lived in including Turkey, the USA, the UK, and Spain, I am deeply disappointed by the service I am receiving from Estée Lauder Germany. Going forward, I will likely purchase Estée Lauder products from other vendors such as Douglas or Pieper, as they honor their promotional offers without any issues. I also recommend others do the same to avoid similar issues.

Terrible customer service. I was told by an agent that they would add the promo code to my order. We got disconnected and the next agent said she would not add the promo code. Will not be purchasing from the website.

This is my true story wanted to share, be aware if you purchase product from this company! Even if they declared clearly their return policy, but you won't get your refund back unless you check with your bank for dispute solution. This is so much hassle to deal with. I purchased on 12/02/2024 and returned the entire package (without opening since I purchased wrong and need to re-order different products) on 12/07/2024, They confirmed receiving the products on 12/11/2024 but they never issue a refund to me. I reached out to customer service multiple times and they guarantee will issue the refund back within 10 business days. But guess what. I haven't received any refund from them no matter how many times I reach out, and it passed almost a month! Finally I have to contact my bank to initiate the dispute in order to get my money back. Everyone, check your bank or credit card, they probably won't refund you anything until you dispute.

I made a purchase at Estee Lauder website, even though I put the 30% discount code, they still did not take the discount off.  I contacted their customer to return it, and they sent me a return shipping label.  After 14 days of the merchandise being delivered to their company, I called them to let them know, I have not received my refund.  The agent at customer service told me, I still need to wait another 20 days to get my refund.  They held my money for more than one month after they received the return merchandise.

My girlfriend spent over £70 on the website because they stated they would offer a blockbuster gift package for Christmas if you spent over £50. A couple of days ago, the original order has turned up, but no sign of the blockbuster package… (this package is supposed to offer over £400 of goods for a value of £85 on top of the original spend). Today we contacted Estee Lauder customer service and were told that we could have our money back because they are out of stock on the package. However, looking online, you can still see that this package is for sale across many of their partners. What is the point of going direct to one of the worlds most popular and respected cosmetic brands if you cannot fulfil basic services. You should know what your stock levels are and therefore not set out of those stock levels. You have effectively taken money off customers for orders you can’t fulfil. More over those customers are now no longer able to get other offers and benefits from other websites that were competing with you over the Christmas period, because they chose to spend their money with you. Will be contacting their head office in the New Year.

I recently made a purchase with Estee Lauder for Christmas gifts and noticed the items were discounted further a few days later. When I contacted customer service to request a price adjustment, I was told they couldn’t process it and advised me to return the items and reorder. I followed this advice, printed the return label, and placed a new order to secure the discounts. However, after completing the new purchase, I discovered one of the key items was now out of stock and missing from my order—despite being the main reason for my purchase. I reached out to ask if I could keep the original item and be refunded the price difference instead of returning it, but there has been no satisfactory resolution so far. This experience has turned into an unnecessary hassle, and I’m very disappointed. Estee Lauder’s lack of flexibility in handling such a common retail situation has left me questioning their commitment to customer satisfaction. I hope they improve their policies in the future.

by far the worst customer experience I've ever had. I ordered December 10th, it took them TEN days just to DISPATCH the item which they "apologised" and said it was due to the volume of orders. and now 6 days later I come to find out that they have now lost my package and it never entered the royal mail systems. I have spoken to 3 agents over the past few weeks and I was promised compensation if it didn't arrive for Christmas. which the next agent didn't give me. the best they could do was resend it again which is another 5 to 7 BUSINESS days or a refund. so the only options I had was to recieve something I already paid for or not even though this was all their fault. They refused to give me a sped up delivery and refused to provide compensation. The agent seemed rude and half their text was generated and didn't answer half my issues. horrible will never order from them ever again

I strongly do not recommend it to any customers. They are scammers and they gouged me by charging me twice for the same order. The more I text them, the more they intended to overlook my grouse over the double charge issue.