Estée Lauder UK Avis 

I visited the Estee Lauder counter in John Lewis Cambridge to point out that a lipstick I had was faulty.
The sales lady was not at all interested about this issue and just said there is nothing I can do as it is discontinued.
I then went onto their online Customer Service site and added a comment online using WhatsApp. Apparently this is not monitored. I then went onto the live chat and was advised that if a product is three years old they recommend that a replacement is bought. I replied that it was not the product that was faulty but the winding mechanism of the lipstick and this would be unaffected by how old it was. She then suggested that I attach pictures . I was trying to work out how to do this when the reply came back saying that she had ended the call as I had not replied and asked me to rate the service!
I have been buying Estee Lauder for many years and am generally pleased with their skincare and make -up. It does seem a shame that when a customer makes a genuine complaint that they are not in the least bit interested.
I will not buy from Estee Lauder again and it appears from the many comments on this site that I am not alone in making this decision.

Absolutely appalling customer service. My order has been extremely delayed with zero meaningful tracking updates for days, and it has been impossible to get hold of anyone for support.

After 10 years of being a loyal customer, I’ve finally drawn the line and will never purchase from them again. For a luxury brand, this level of service is completely unacceptable. Really disappointed with the whole experience.

I wanted to raise a disappointing experience I had at the Estée Lauder counter today at boots in Burton on Trent. The assistant could clearly see I was waiting to ask about a product, yet appeared to ignore me on several occasions despite making eye contact multiple times.

I appreciate it was a busy Saturday and she was assisting another customer, however a simple acknowledgement such as letting me know she would be with me shortly would have made a significant difference. There was no attempt to reassure me or manage the interaction at all.

After waiting some time, I ended up asking for help from someone on another counter, who referred me back to the same assistant, who still seemed unable to assist while serving one customer. The whole experience felt dismissive and unwelcoming, and fell well below the level of service I would expect from Estée Lauder.

The product is great. But the courier firm they use Evri are rubbish. Then when it goes wrong Estée Lauder team do not help much.

I’ve been using double wear foundation for years the new formula is absolutely awful … makes you look orange very tacky why change something that worked 🤷🏼‍♀️ fuming

New formula is awful

I wish i can give minus star for new formula double wear. After using double wear for more than 10 year now looking for new foundation as new formula is not different that3£ one can buy from china.
New formula does not have same covarage,
Cracking after 1 hour and looking like a wall paint. New formula -tried 6 shades and all are orange after few hour is looking even more orange and partially gone despite its say 36 hour stay.
Do not waste your money
Look for different brands
Estre Lauder has made bigest mistake changing the good formula

I am writing to share some wonderful feedback following my recent visit to the Estée Lauder counter in your Boots Lakeside store.

I visited the Estée Lauder counter on 29th of March 2026 at 11:36, and I would truly like to highlight the exceptional service I received.

I initially came in to purchase just a few items—my makeup essentials, eye cream, day cream, and serum. However, my experience was completely transformed thanks to Alyson , who assisted me during my visit.

Alyson was absolutely incredible. From the very beginning, she made me feel genuinely cared for. Her kindness, patience, and attention to detail were outstanding—something I have not experienced in a long time. She took the time to guide me through each product, ensuring I fully understood what I was purchasing and that it was right for me.

What truly stood out was her thoughtful suggestion to try the foundation on my face to make sure it was still the perfect match after a year. This level of care and professionalism made such a difference.

Because of Alyson, what was meant to be a small purchase turned into a much more positive and confident shopping experience. I left feeling not only happy with my purchases, but also truly valued as a customer.

Alyson is a real credit to your team. Her warmth, dedication, and genuine care made my visit unforgettable, and I wanted to ensure she receives the recognition she truly deserves.

Thank you for having such an exceptional member of staff.

Estee Lauder double wear changes 2026

I have worn double wear for YEARS and the new changes have been awful. I found it so good previously for staying power and covering a rash that i have on my face. The new formula doesn’t ‘set’ it stays tacky and comes off the skin easily. So disappointed that i now have to find an alternative. Leaving me having to explain my ‘redness’ as people now comment.

I had to return my foundation on saturday as previously given the wrong colour foundation with the new formula. the lady on the counter was so busy how ever sat me down and was so thorough and attentive and found my best match! the best experience and she is an asset to you company! thanks again

So they offer a 10 day foundation sample (it’s really only about two days worth!) I attended the John Lewis Estée Lauder counter in Bluewater. The service was not good at all very rushed and she did not match any colour to me she guessed it completely and sent me on my way.

The product itself goes on nicely but the end result is i will save this for Halloween as I’m thinking of going as a ghost!

Each product at Estée Lauder is very expensive now I assume this pays in a large part for the customer service you would receive to actually match your colour! It would not take long just five minutes.

I spend a lot on Estée Lauder and have spent over £150 just at Christmas this year (online I may add) but I have found the customer service so appalling over the years why don’t they ever hire women who are down to earth and just well customer focused to normal women?

I booked a trial session in Morley Brixton. I was disappointed - they didn't even let me know that my appointment was cancelled. I read the comments and... I'm grateful that the session didn't take place.

I placed 2 x orders with next day (Saturday) delivery selected.
Neither order arrived, I contacted Estee Lauder who said I should wait until Monday, then Wed, Then Friday, with the promise they would be able to resend the items which were birthday gifts (now late).
They refunded my delivery fee, but were spectacularly unhelpful overall.
Friday arrived, still no delivery. I contacted them again, only to be told that the majority of my items were now out of stock, and they cannot send replacements. I asked to speak with a manager and was told they would call me back the same day. They did not.
Their refunds take 5-7 working days (if it has even been processed, there's nothing on my order status to show it has).
Throughout the whole interaction the differing customer service agents primary response was 'there's nothing we can do'.
To say I'm unhappy is an understatement.
I spend thousands on skincare and makeup every year (and I am very brand loyal).
Due to the terrible customer service, unwillingness to help, I will never order from them again.
Looks like Dior/Clarins/ or Arden have a new customer.

I worked Christmas roles for Estée Lauder for 6 years and the process was always handled professionally by Estée Lauder management. Communication was clear, applications were easy, and submitting documents was never an issue.

Last year the process was taken over by Ramstad, and it was an absolute mess. Communication was extremely poor, and trying to submit documents over the phone was a nightmare and completely disorganised.

After finishing my temporary Christmas role, I have repeatedly tried to contact them to get my P45 and have received no response. I am still waiting. This level of incompetence is unacceptable and a huge downgrade from how things were previously handled.

I'm a new customer. I ordered the night repair eye cream. As soon as I applied it, I experienced an immediate burning sensation, which made my eyes water. I also noticed it left the skin under my eyes very dry after washing it off immediately. I went onto their website and was shocked to read similar experiences from other customers. I contacted them via live chat the same day and followed up on Monday by phone. Both times I've been told I'll be contacted. I'm still waiting for the correct department to contact me. There's definitely something wrong with this product. I don't have sensitive eyes and have never reacted like this before. I'm really disappointed with the lack of care from Estee Lauder towards me.

I ordered products & was also to receive 4 samples. Needless to say the samples never arrived, and despite 3 further phone calls, during which, on each occasion I received an assurance that further samples/ a compensatory gift would be sent, I have received ABSOLUTELY NOTHING! Do NOT order goods from Estee lauder, they do not fulfil orders satisfactorily!!!

Placed an order on the 1st Dec website says 3 to 5 days delivery still not received my order and its now the 10th dec called customer services and they said nothing they can do and just to wait till the 18th then call back if it does not turn up.... very bad customer service so i prob wont even get my gift for Christmas even though it was ordered on the 1st December... will never order from this company again!!!

I am writing to detail a severe issue regarding my recent purchase from your official website. I placed an order for three gift sets on 25/11/2025. The core motivation for this purchase was the free gift I was entitled to, a face cream for my wife, because I had spent the qualifying amount. To be clear, had the free item not been advertised and available, I would have bought the gift boxes elsewhere. I received the three gift boxes, but the free gift was nowhere to be found. Over the last three days, I kept receiving emails from Royal Mail stating that a parcel was waiting for delivery. Today, the 6th of December, I decided to contact Estée Lauder to find out what was going on. I eventually managed to speak with a representative on the website chat, despite them answering my messages only every ten minutes. I was told that the gift was not despatched because the free item was out of stock when my order was packed. They cited their policy that the free item is subject to availability. While I do understand the term "subject to availability," once I have purchased products that qualify me for the free gift, and the gift appeared available when I placed my order, that item should be reserved for my purchase. If the gift item is not available at the time of purchase, it should not be available to select at all. So why do you advertise free products that you do not have in stock? That is, frankly, false advertising and a scam. I hope you understand both terms. Once the free gift stock is exhausted, you must stop advertising for it. When shopping online, if a free gift is out of stock, it must be greyed out so customers cannot select it or simply not appear as an option. Due to this unacceptable experience and awful customer service, I will be returning the whole order and will never buy from Estée Lauder again. I used to buy quite regularly for my wife, but she will unfortunately have to choose another brand from now on. The products are good, but the customer service is terrible.

Ordered 1 item on line it came with an offer of 3 free sample items. My order arrived minus the sample items. Contacted EL via on line chat, they eventually agreed to send the samples. Tracked parcel arrived today but only contained 2 of the items. What a waste of time and money - mine and theirs. it’s not a big deal but Estée Lauder used to be a quality company what is going wrong?

I received a moisturiser from Estée Lauder which had a huge air bubble in, reducing the quantity of product I had paid for. This was not a concern, as after 40 years of using their products, this was the first problem I have ever had. However, after hours on Estee Lauders on-line chat, it was not resolved. Eventually I received an email about this asking for photographic evidence, which I sent. I then needed to adjust the angle of the photos and send again. Again, eventually I received a response saying I would receive a replacement within 5 days. I did not. I then contacted Estée Lauder again after weeks of waiting and they made me go through the whole process again. I haven't received any response from this after weeks of waiting again. A excellent company not only relies on their products but on their customer service. Estée Lauder doesn't seem to have any element of customer service and doesn't deserve the loyalty I have shown them for all these years.