Caroline K.
Nearly 2 months to receive a refund
I had a horrible experience getting a refund for a product that was cancelled by Aveda / Estee Lauder almost immediately after I placed it. In total, the entire experience took almost two months, and I was only able to receive my refund because I opened a claim with PayPal. Who knows how long it would have taken to be refunded if I paid by Credit Card.... Just to recap, I placed an order for a product in July, which was cancelled because they did not have the product. It came back into stock and I ordered again toward the end of August. The order was, for the second time in a row, cancelled by Aveda / Estee Lauder with no email to me or notification as to the reason (I had to log into my account on their site to find out my order was cancelled). For weeks after the cancellation I wrote emails to their customer service with zero help. First I was told that I had, in fact, been refunded in August. Before this order was placed. I had to kindly inform them that this was a refund for THE FIRST cancellation, I was awaiting a second refund because they had cancelled my order yet again. I received no response to this email, so I opened a claim with PayPal. When I opened the PayPal claim, I first did it with Estee Lauder directly. I sent them multiple messages, gave them a refund deadline, I think I was quite reasonable. They responded to exactly 0 messages. At that point I had to escalate to PayPal and wait for them to do their due diligence. Again, Estee Lauder did not even respond to PayPal's request for info, which means my claim had to go the full wait period before I could be refunded (an additional 10 days). I was just refunded today by PayPal, because Estee Lauder did not provide a response to them. I am honestly disgusted by how unprofessional the customer service has been for this order. There is absolutely no excuse for a well-established company like this one to take nearly 2 months to refund an order that was almost immediately cancelled on their end, and processed with PayPal no less. Needless to say, I will never be purchasing their products again.