Estée Lauder Reviews 627

I’ve been a loyal Estée Lauder customer for many years, but my recent experience has left me deeply disappointed and unlikely to order directly from the brand again.

I placed an order worth nearly £200 on 13th October, expecting the usual high standard of service Estée Lauder is known for. The parcel was handed to Evri on the 16th, and by the 21st, there had been no delivery attempt, no communication, and no updates. When I finally contacted customer service, I received different replies from multiple agents, each giving inconsistent information.

Eventually, I discovered through Evri’s own tracking that Estée Lauder had requested the parcel be returned, yet nobody had informed me. Instead of proactively resolving the issue, I was told my parcel was “lost,” and it took multiple emails just to secure a refund. Even that refund is said to take another 3–7 working days, which means waiting even longer for money I paid nearly two weeks ago.

For a premium brand, this is completely unacceptable. There was no sense of urgency, no ownership, and no goodwill gesture for the time and frustration caused. In contrast, I ordered from another beauty brand (Elemis) at 8 pm one evening, and Royal Mail delivered it the next morning — the kind of service I had expected from Estée Lauder.

I’m disappointed not only by the failed delivery but also by the poor communication and lack of accountability throughout the process. Sadly, this experience has made me lose confidence in ordering directly from Estée Lauder in the future.

Ordered a perfume and lipgloss stick. Box arrived. No tape to secure it from being opened. Box was bent where the tab was inserted. Lip gloss not in box or my order slip. Who ships $160 box with no tape. Only way to contact customer service is with a chat that isn’t online or a phone number that isn’t being answered. Pretty pathetic for Estée Lauder to not ship items securely. Plus they use OnTrac, the worst delivery carrier ever.

I made an order with them. The order was going to be delivered by Evri (which is the worst courier). The parcel was left in the common area of our building and taken by somebody. I emailed them saying what has happened. 2 days later I received a phone call from them apologizing and saying they can offer a refund or another parcel. I needed my parcel so opted for it to be sent again. This time it was delivered by Royal mail and I received my parcel safe and sound.

Absolutely terrible customer service! i made an online purchase August 26th. Expected delivery date was suppose to be September 5th with UPS. I was not made aware I needed to sign off for package so I was not home to receive package and UPS claimed they attempted. the next day Sept 6, I stayed home all day waiting just for UPS to delay package to be delivered Sept 8th. I made sure I had someone home to wait to receive package. once again Ups stated they made another attempt to deliver my package but I have ring cameras and not once did the attempt ever happen even on Sept 5! I call Estee lauder to notify them of the situation and Estee lauder kept telling me that its schedule for delivery. I live chatted Estee lauder and explain that ups never once made an attempt to deliver my package as they claim cause I have proof! Estee lauder continue to ignore my concern and kept telling me to wait. today is Sept 12, woke up to an email from Estee lauder stating my package has been delivered by ups with proof of delivery and of course I still didn't get the package as expected and there were no proof of delivery Estee lauder!!!!!! so I called Estee lauder and the rep continue to tell me that my package has been delivered and told me to file a police report! I told Estee lauder that the package never arrived!!! she continue to tell me that there's nothing she can do because the tracking states its been delivered! I called UPS and UPS said my package never made it to my door because the package is damage and was never delivered! I called back Estee lauder and explain to them and they finally looked into the package and realize IT WAS NEVER DELIVERED TO ME!!!!!!! ESTEE LAUDER YOU SHOULD OF LISTEN TO YOUR CUSTOMERS!!! you might have good products but ridiculous customer service. they ask me if I want product to be resend or get a refund?! I said most definitely a refund because I never ever want to deal with Estee lauder customer service again! what a nightmare!!! I can get good products elsewhere with a company that cares to listen and help their customer resolve issues.

Bad customer service

Ordered from Boots two face moisturisers. They arrived with out packaging, in a huge box so they rattled around with nothing to protect them. They arrived dented and dirty. Boots customer service was very much we don’t care. They were in such a state they could not be gifted. Don’t order Estée Lauder products from Boots. In fact if you want your products to turn up in one piece don’t use Boots

Do not buy anything from Estee Lauder online!!! If you need to modify or cancel your order you will not be able to do that and the customer service is extremely unhelpful. I've waited over two hours to get a real person to answer a chat and she told she cannot help me as the order is already placed.

I went into Fenwick store today in Canterbury, beautiful store with such a lovely atmosphere. The girls on the counter were lovely in the beauty section, namde you feel really welcome and took the time to understand what I was looking for. I came in to top up my double wear foundation from Estee Lauder and a lovely lady Syretta served me and told me about an amazing offer they had on advanced night repair. Syretta took the time to demostrate this on my hand and hers. Syretta is a complete credit to Estaa Lauder, her customer service is amazing and made the whole shopping trip worth while. Thank you Syretta!.

My daughter and I visited Estee Lauder within Fenwick's of Canterbury and have to say we had the most pleasurable experience being greeted by Syreeta. She truly is an inspiration to the Estee Lauder family as she really knew her products, without being over the top (like some representatives are). We came away with our purchases feeling really happy and contented with everything that we purchased (even managed to get some free samples too, which is always an added bonus)! Hope to see you again Syreeta, until next time. Many thanks Tina & Lydia

Placed order on website 2nd July, order dispatched to Evri quickly but still not received order. I have sent 3 emails but had no reply. Disgusting behaviour, once they have your money they are not interested

I ordered a product that I desperately needed, and took advantage of their free next day delivery. The following day I got a tracking email to say that Evri would be delivering my parcel that day. 4 minutes later I got another email saying that they had tried to deliver the parcel but couldn’t access the property. I was here the whole time. Nobody tried to deliver. So I contacted Estée Lauder to ask them to cancel my order, as I would now have to source something elsewhere. I got told that this was not possible, and could only do this once Evri had delivered the product and I’d returned it. They told me that they couldn’t get in contact with the courier either. As the product didn’t even arrive the following day, I once again requested a refund. This time I got one, but I am still receiving emails from Evri saying they will deliver my product. And still they haven’t tried. I have had so many issues with Evri, that I have now drawn up a black list of companies who use Evri to deliver their products, and I will not use them. But what is worse is the lack of understanding shown by Estée Lauder. My contract was with them, and I am not responsible for the courier they choose to use. The fact that I keep receiving emails from Evri is disgraceful. AVOID AT ALL COSTS.

I booked the free facial that’s been advertised on Instagram and went to Cardiff to have it done. Although it’s free, I wouldn’t waste your time, the facial is advertised as 30 minutes, I was sat in the seat for no longer than 7 minutes. The £30 gift your meant to be given was out of stock and I was given a tiny sample instead. The lady was lovely at counter however, I wouldn’t say she was very knowledgeable on ‘facials’ either.

Very poor, slow customer service & customer care experience.. doesn’t helpful.. doesn’t kind.. Evri demaged my parcel, they don’t contact with me what happened, they don’t resend my order.. etc… my orders was discounted price… after this incident, they said have low stock,( so can’t resend my orders) since I can order that any time on normal price…nothing apologise or offer … very poor brand habit…

Customer service was unbelievable poor!
Each time I had a question, the representative on the opposite end had to reach out to her manager and wait for a response each and every time.
A minimum of one hour spent in an effort to find out why a pending parcel deliverywas sent back to the warehouse.

In the end, the order was canceled, and I was expecting a refund.

Two days later, I received an email stating that the parcel was being delivered once again.

I understand why my stocks at Estée Lauder have been under performing since purchased two years ago.

Clearly, the right hand does not know what the left hand is doing!

This company is a joke. Non existing customer support if shopping on line.
DO NOT ORDER THROUGH THEIR WEBSITE. CUSTOMER SERVICE ZERO. Product stays for ever in the warehouse and you cannot cancel the order. Order through Adore beauty or other stockist; they deliver very fast.

What a terrible experience…..I ordered $200 worth of product only to have the package not delivered. Even though it said the package was delivered in an email from Estée Lauder. I patiently waited for a while to see if Canada post would deliver and never did. I phoned Estée Lauder only to deal with an awful customer service representative who was helpful in reading from a script and tellIng me I needed to talk to canada post and file a claim. I phoned Canada post only to be told that the sender needed to file a claim and that they would not be willing to help me out. So I phoned Estée Lauder back. Only to be told the same misinformation of garbage while reading from a script. I asked to speak to a supervisor/manager only to be told that they weren’t available. This garbage service doesn’t even deserve one star. I’ve been a customer for years and spent a lot of money. I’m absolutely disgusted and now u have lost a faithful customer. If you’re going to provide a service. Honor it. Train your employees not to lie. Do something about it. My next step will be to call my credit card company and let them know tht this company has no issues frauding their customers.

Shocking customer service cannot get in touch with them chat line closed although still within hours of opening- half my order is missing should have come in a gift set cannot find anywhere to lodge a complaint - also their log in website doesn’t work correctly

I had a horrible experience with estee lauder

They had a fabulous product called 'Doublewear Light'. It was a foundation that gave good coverage, but looked really natural and hydrating. It cost about £35 when I last bought it. So as sometimes happens, they discontinued it. Phoned them up - they didn't have a reason for the discontinuation - suggested what I might use instead and then they directed me to a product that costs three times the price! Estee Lauder - you just destroy you brand equity, goodwill and credibility by behaving in this way. Just another faceless corporate who doesn't give a damn.

Since I used the eyelash serum i got extreme headaches so i had to stop using it.
I used the advanced night repair serum which i didn't see any change, it only made my skin moisturised and no repair signs for me.
The advanced night repair eye gel-cream, i like the texture it feels nice and moisturised but again no sign of a ting repair. I had better experience with more affordable brands.
but i really regret buying the eyelash serum, i only used it few times because it gave me extreme headaches and made my eye super puffy when i wake up.