Estée Lauder UK Avis 

UPDATE – £159 REFUND RECEIVED

As promised, I am providing an update regarding my £159 refund.

After I raised the matter through Resolver, I was contacted by Estée Lauder’s Support Team and the issue was finally resolved. I can now confirm that the full £159 refund has been received.

I would like to thank Resolver for their help in bringing this matter to a resolution.

They changed their Formula and I am now allergic to this foundation. I have had to be on steriod/antibiotic cream. Gutted as always wore the old version with no issues.

If I could give zero I would. I ordered something and it hasn't arrived. When queried I asked who the carrier is and they couldn't tell me!!!! I asked the same question 3 times re my order and no answer or an answer that didn't answer my question. Don't order from them . After sales is appalling.
I have contacted Estee Lauder on 21st September 26 again both by the chat service and by telephone. The chat person once again gave me the run around. They won't actually answer the questions asked. They repeat the misinformation over and over again. The person on the phone sounded a little more helpful but we'll see. She finally said that Amazon is the carrier. I had received a tracking number at 1st that didn't track. It just said parcel was "dispatched". Turns out it wasn't dispatched at all, the 1st tracking number must have been made up because Amazon had no record of it. When I was given the real tracking number it clearly showed that a postage label hadn't even been made. It looks like this is how Ester Lauder treat customers.

I have been using double wear for many many years, the last two times I have bought it I have come out in irritable spots (I never suffered with spots before) its like burning my skin. it is also very sticky and the bottle leaks wth is going on with this brand not pleased its like a skin reaction. They must of changed the ingredients. Steer clear of this, going to have to find an alternative foundation now.

cant even get hold of customer care. I'm not using this make anymore.....
Subject: FORMAL COMPLAINT – Double Wear Powder Foundation reformulation
Dear Estée Lauder Consumer Care,
the new formula of the Double Wear Stay-in-Place Matte Powder Foundation SPF 10.
I have used the previous formula for many years and particularly relied on shade 3N1 Ivory Beige, which matched my skin very well and gave me the coverage and finish I wanted.
I recently purchased the new version, expecting it to be the replacement for the product I had previously used. Unfortunately, I have found it to be very different.
The new powder is noticeably darker than the previous 3N1 Ivory Beige, and on my face it has a distinctly orange appearance. It also does not provide anything like the same level of coverage as the previous formula.
I am therefore extremely disappointed. I purchased this product in good faith because I trusted the Double Wear powder I had used for many years, but the reformulation has resulted in a product that I simply cannot use.

I have been a long-standing customer of Estée Lauder and am very disappointed that a product I relied upon for so long has been changed so substantially without an equivalent replacement being available.

I ordered their new hydrating double wear and was absolutely horrified at the ingredients when I used YUKA. Having used the brand for years I am shocked the happily sell the chemicals used in their products to the market. They should be ashamed and face a lawsuit. Absolutely criminal

I have used Estée Lauder face powder for years and recently went to renew my normal colour. I could not get my original colour because I wa s told they have changed all the colours. Everything I have tried has either been too orange or too pale. I have had to put up with the colour Bone but will never go back to Estée Lauder for anything ever again. Cheap looking cosmetics.

Used Estee Lauder double wear foundation for over 11 years with no issues. They have recently changed the formula and it couldn't of been a worse decision. I am now severely allergic to this product. Within an hour or two of putting on the foundation, the underneath of my eyes swell and for the following days I have chemical burns and swelling on the thinner skin around my eyes. This has happened multiple times since I baught the new formula, but has taken me time to determine the specific product from my makeup bag causing it. It is 100% the ELDW!

I contacted Estee Lauder to try and work out what the specific ingredient is that's causing the reaction, but haven't had a reply.

Went to try some different brands in order to start using a new foundation and the young lady in there wasn't shocked when I showed her the reaction pictures. She said it is now a common complaint.

Here we go!! After many many years of wearing the EL iconic, fabulous Double Wear foundation, [does what it says on the tin!], I was extremely upset and angry to be told at Boots EL counter, 'it's a new formula'!! What!! Why!!! Yes, you've guessed - it's been thinned down - watery, does not give beautiful coverage anymore, or last on the skin! The sales assistant at EL in Boots actually said to me 'you build this one up'!!! As if that was a good thing! So, yes - you pay the same, but are actually getting less as they've just watered it down, so you actually have to use double now!! Nice one EL! Did not expect this universal product 'trick' to be used by such a company or on such an iconic product. Have bought my last bottle - this is dreadful... If I wanted thin, watery foundation, I wouldn't be paying £40 for it. Bitterly disappointed that EL have turned to using this 'let's rake it in' strategy - like almost everyone else! No longer the same at all - am so disappointed in this errrr 'new formula' [ie they've just halved it and thinned it down] and also with EL as a company - I have trusted them for many many years. No longer a loyal customer. I wouldn't recommend this product now in a million years! It's appalling - and WHY are you still calling it double wear! That's a totally false description now! The reviews on Boots alone are absolutely dreadful! CAN YOU PLEASE LISTEN TO YOUR LOYAL CUSTOMERS PLEASE EL! Liz Earle always always do! Take a leaf out of their book - get rid of this watered down 'formula' and restore the much-loved, iconic Double Wear that is the perfect foundation for coverage, look and staying ability.

Writing about the scent from Estee Lauder called GLIMMER. This perfume smells incredible. The notes are fantastic and I honestly feel it's my future scent.

Futurist make up used to be hydrating but lately I’m finding it so drying and won’t buy again

I have been using Estee Lauder cosmetics for years, but this is the first time I have ordered from this site and I am extremely disappointed. They had a promotion where if you order two creams or serums - you get an eye cream as a gift. I ordered two refills, but I did not receive the gift. After explaining the problem in detail to 5 different assistants, they promised within 2 days that I would receive a confirmation by email and within 5 days I would receive it. I have not received anything by email for the second week. And now there is no link to the customer service on the site either. I am starting to doubt the legitimacy of the site.

I've been an avid lover of Double Wear foundation and have actively promoted within my make-up business. However since they changed the formula I have noticed a big difference. It doesn't cater to all of my clients needs, which has now left me to look elsewhere.

A real shame as it was perfect.

Pay for next day delivery and now advised parcel delayed this has happened on 2 occasions now I will not order off the Estée Lauder website again take your money for upgraded delivery and fail to deliver again

I am writing this review after two weeks of absolute exhaustion trying to get a refund for a faulty product formulation change. Nearly £80 worth of foundation and primer has been rendered completely unusable because the new formula separates and clashes on the skin.

​At first, Estée Lauder's customer care team emailed me in writing to state that they would issue a refund once I provided my batch codes and Boots order number (814530832). I provided all of this in good faith.

​Once they had my details, they completely moved the goalposts. Instead of processing the refund they promised, different agents (including Nutan and Sagar) repeatedly spammed me with the exact same automated copy-and-paste scripts telling me to go back to Boots. Boots obviously cannot refund opened, used cosmetic items outside of a standard return window for a manufacturer's formulation defect.

​When I finally managed to get through to them on the phone to escalate this, a supervisor promised me a callback within 48 hours. That window came and went with absolutely no contact. When I chased them again on Friday morning, I was put on hold multiple times and given a formal reference number (16196008), with an absolute guarantee that a supervisor would call me back that day as a "priority".

​Once again, the deadline has passed, the weekend is here, and nobody has bothered to call me.

​For a high-end, luxury brand, this level of customer deflection, broken promises, and refusal to take responsibility for a faulty product formulation is disgraceful. I have used their products for years, but after being brick-walled and lied to like this, I will never buy from them again. Avoid.

For over 20 yrs I have been wearing Double Wear, and the compliments along the way have been many !
So very disappointed in the new formula I have now given it a lot of time & patience, unfortunately I’m moving on to another brand ☹️ Dee W

The new formula for the double wear foundation is awful - it’s sticky for hours, shiny, coverage isn’t as good and oxidises badly. It’s such a shame they ruined a great product. The original was fantastic.

Trying to contact this company is a nightmare. I purchased 0n 25/05/26a lipstick and my usual doublewear. They have changed the formula and it is horrendous Tacky, thinner liquid just a huge no no .Samples never get sent out with the products where it states they do. Have used Estee Lauder products for over forty years but not anymore

I placed an order and paid on 28 May, and the order has not yet been delivered. To add to this, there is absolutely no customer service at all! I have tried the Facebook page message facility (Business Chat) but messages have not been read within 24 hours.

Quite honestly I am shocked - a leading, top end brand and absolutely no way to follow up, contact, or have correspondence attended to! NEVER AGAIN!

My order, confirmed on the 19th May, was supposed to contain a free 50 ml special edition night repair serum.  It was not until I received confirmation of shipping that I was advised the free serum was out of stock.  I phoned customer services who stated all they could do was cancel the order. I was a long term customer and for a company such as Estee lauder to confirm an order then not offer an equivalent item, when they can't fulfill their promise,  I think is appauling. They could have replaced the special Man U. serum with a standard 50 ml serum, especially as they were still offering the free serum on their website on the same date they wrote to me saying it was out of stock, drawing people in to make an order with a non-existent benefit. After a long conversation they advised they would send me a compensatory gift which I said at the time I wasn't happy with. It was a mascara which I don't use and was only a third of the value of a serum.
I don't know what has happened to this Company but it is clearly no longer to be trusted.