Estée Lauder UK Avis 

I ordered from them directly and paid full price (I could’ve used a 25% with JL) just because of a gift set on offer. When arriving, the bottles were open in the bag and lost more than half of product. Agent extremely unhelpful and terminated the chat when I asked for escalation. Not how customers should be treated, never ordering from them again. Whoever Milena J is, she’s useless.

Very poor experience. I ordered online on 11 September and never received my product. I spent hours on live chat on different days, and in the end I was only given a refund and told to wait another 7 days for my money back. Totally unacceptable for a brand like Estée Lauder.

I visited Boots in Westfield today and met the lovely Layla. What a credit to Estée Lauder, a lovely girl, incredible service, a brilliant sales-woman. Good luck climbing to the peak 🙌🏼

I've visited Boots in Broughton on several occasions for my Estee Lauder makeup and advice and every time have had Profesional, friendly, advice from Estee Lauder consultants. It's always a pleasure going there It's always a pleasure speaking with someone who knows what they are talking about and passionate about what they are selling. My recent visit was 12/08/2025 and I met Anita who worked for Estee Lauder she couldn't have done enough for me A truly lovely lady with wit and charm so helpful and an Asset to her company Estee Lauder and Boots and to herself.

Syreeta Canterbury fenwick fantastic service was scared about trying foundations put my mind at ease love the double wear !

I visited Fenwicks Store in Canterbury Kent to get some advice from the Estée Lauder counter. The lovely Syreeta spent time with me & was so helpful with tips on skincare & make up. I went in for a particular product but after chatting with her I left with a different product that was cheaper but better suited to my needs. Syreeta was really lovely & I will definitely be going back to her rather than just buying direct from Estée Lauder site in future. Great customer service! Thanks Syreeta.

Customer service is absolute rubbish! My makeup is damaged contacted the agent and Aleksandra K told me I have to return it, when you can clearly see the fault in the pictures!! Why shall I spend money on returning something when the issue is faulty!!!!

Rubbish customer service! I ve contacted them to ask at 10am (straight away after placing my order) to check if they can amend the delivery method as for some reason after applying delivery reward it has added Saturday delivery instead of next day ( both free of charge) initially customer service asked if delivery address was correct and if I want them to cancel the order and I said no there’s no need for cancellation as long as they will send it on next day service. Once I confirm that delivery address is correct they advised that they can’t cancel the order as the cancellation window has expired( it was litterally few minutes after placing an order 10am in the morning and their cut off time is 2pm so long story short they can’t amend delivery method or cancel the order even though I contacted them straight away placing the order what I rubbish customer service!!

Horrible experience ordering online. Received email confirming order no order number. Called today to find out where my order was and talked to this arrogant rude woman. She said items were out of stock and order was cancelled but we didn't receive a cancellation email. The representative was totally obnoxious and couldn't care less, she overtalked me. To h#@! with estee lauder we will take our business elsewhere.

Syreeta from Estée Lauder counter Canterbury was helpful understanding and made my day

Lovely experience at Estee Lauder counter in Fenwick Canterbury with a lady called Syreeta. Initially I've booked online for the flawless face service and arriving at the counter I've been greeted with a smile and get ready for an amazing transformation! The lady showed me how exactly i have to use the products in concordance with my skin type, choose the right shade, made all the prep, meantime explained the benefits and the role, also the order of each product that she used. I'm new to skincare, and i can tell that Syreeta has so much patience and is so kind. After the service,(her hands do miracles!)she presented me the new range of skin care and makeup. Also informing about the promotions ongoing, and offered few testers to try on. Very happy with the purchase, and thank you for having so experienced staff at the counters.it makes a huge difference of shopping when you have someone like her to help you choosing the right stuff. My best regards and many thanks again to Syreeta!

After being a customer of Estée Lauder for over 25 years, their customer service is none existent. I recently placed 2 orders, spent lot of money. The second order had a promo with the cleansing balm as free gift, they did not deliver this. I have tried to message them, no responses. Now they’ve lost another long standing customer.

Avoid online ordering at all costs - Terrible customer Services , indirectly accused me of receiving my missing item in my original order, when I said it was not in the original box and asked for my item to be sent. "shall I send you a photo of the box when it left the warehouse" to which I replied Yes of course, why wouldn't you " then the advisor disconnected me from live chat. First time I have ever used Clinique online ordering, it takes an inexcusably long time to arrive, 2 weeks plus, and its been a very long while where I have spoken to such a rude Customer Service person.

Customer Service poor - even in chat!
Estee lauder sent yet another marketing email with an offer code - I responded within 2 hours only for the code to have expired - the chat Agent Dejan N was not helpful and simply said it was a reminder - when I pointed out that reminding an offer which within 2 hours is unusable is misrepresentation, misuse of email information for marketing, and they should be ashamed of themselves, Dejan N said the tone of the chat was not civil and going in circles and to have a lovely day!

The products are good but the service and agents are shameful.

This isn’t a review about the product, it’s the service I’m afraid. Ordered products on 13th December that were Christmas gifts. The Royal Mail tracking number provided didn’t move and showed that the products never entered in to the Royal Mail system. I did an online chat and agreed with the person that they could dispatch replacements. This was on 18th. 3 further online chats have led me to where I’m currently at. I have a further tracking number, this time it’s Evri. It’s not within their system. As I write it’s Monday morning 23rd December. It’s been in the system since Thursday morning. This is exactly what happened the first time around. Christmas Eve is tomorrow so I need to go and purchase replacements. I asked for a refund and this has been refused. They state that delivery is 4-7 business days and we are still within that timeframe.. I originally ordered this on 13th December. I’ve now raised it through PayPal to get my refund. What’s amazing me is that there is no apology, acknowledgement that it’s Xmas and no way of speeding it up. Such poor service. I’ve ordered all of my gifts online and this is such an out of touch approach to delivery in the current age. I’d avoid using this online service as I’m currently £168 down.

I recently bought a little travel size set and noticed an issues with one of the products. Getting it touch with a representative was incredibly easy though their WhatsApp. The response was also quick and friendly. When I queried my issue, Estée Lauder were so quick to apologise and solve the problem so quickly. I expected them to not care as much about a little travel size but they treated me as if I have spent £££££ and it made feel very valued. One of the best customer service experiences I have ever received and they deserve recognition for that.

I have recently started shopping at Estée Lauder in John Lewis in Glasgow.
I have started using the Double Wear range which I am very pleased with. Flawless foundation that lasts all day.
The service and help I’ve had from Lyndsey in store has been amazing. She is so knowledgeable and always pleased to help guide me on best products for my look and complexion.
I won’t shop anywhere else for make up now. Thanks Lindsey x

Had a complimentary facial today in Rushden lakes Frazers with Debbie. So amazing wonderful products and Debbie was absolutely great feel like I've known her for ever. Very knowledgeable about her products. Bought some products and was given some complimentary products and gift bag which are great. What an amazing lady and so kind went above and beyond Frazers are lucky to have her. I did feel sorry for her as the escalator was broken and was making a terrible noise don't know how the staff stand that all day!! Please fix it!!! Thank you again Debbie. 😊

Ordered a significant amount- order did not arrive. When I contacted was told to use the tracking- the reason I contacted was that the order was not traceable - very poor customer service and now am in the position of awaiting a refund and this outfit have had my money for a significant time - clearly gone downhill as other reviews attest- will not order again

Excellent, easy ordering process and fast delivery, plus I received a 20% discount off the item. I haven’t ordered for a while and was pleased that the service was still perfect, thank you.