Estée Lauder UK Avis 

My Mum and I decided to treat ourselves to a new lipstick, normally being strictly Lancome we decided to go wild and buy estee Lauder pure colour lipstick, at a price of £34.00 each, Which had it stayed on would be a great bargain, as we were promised by the sales rep that this is the best lipstick. Let me WARN YOU IT LASTS less than 1 hour. Shocking waste of money, as cheaper brands such as high street brands last longer. I could have bought 3.

Unlike other people, I've always found Estee Lauder to be helpful and easy to contact.

Throughout the lockdown period I bought all my products online via their website and, when I was unsure, chatted with their online beauty advisers.

Before the pandemic, all products arrived beautifully gift packed in glossy black boxes. This obviously stopped during the pandemic and packaging was plain, simple but sturdy. Hopefully EL will get back to normal and bring back their beautiful packaging and also add their gift packaging back to the menu. That was always first class and gave gifts a WOW factor.

The chat facility is only open during the day, not 24 hours. Not an issue for me because I simply contact them when they are there. When I have needed to email them, they have replied promptly.

This is one of the worst shopping experiences (estee lauder U.K.). I placed an order and for confirmation message, money is withdrawn from my account. However I did not get the confirmation email and the items still looks in the shopping bag. Tried to reach live chat they are closing before 18:00 but on their website it looks like they need to be there until 18:00

I sent an email and the response is very slow and still the issue is not solved. Their website is also very bad. Once I solve this issue I will never use the website again.

Have made several orders over the past 4 months and each one has been a perfect transaction. Fantastic products, and loyalty gifts etc are all amazeballs. Couldn’t be happier :)

Absolutely disgusting, unprofessional company, if one could call them a company! I have used Estée Lauder products for years and very rarely ordered directly, but this time made a massive mistake and ordered directly from the company. I placed a few orders one in December for £70 and another few totalling £250+ in January, a couple of which were gifts. One of which was a gift set with a full size serum. Luckily I checked the set as I was mortified to find items missing from one of the gift sets. I chased them up and no reply for weeks. As other reviewers have stated, absolutely non existent customer service and a total shambles! Almost a month later I received a very rude reply stating the gift set was complimentary. I’m sorry but no it was not complimentary and anyway my query was why would you send me an incomplete set with item missing? Obviously it had been taken out? Suffice to say I returned. I shall not be placing any orders with this disgusting shambles of a company who clearly have no loyalty towards their customers whatsoever.

Love Estee Lauder products in General but I find their website slow and awkward to navigate. An app would be useful, I don't know why they don't have one yet?
Tried to order through the Estee lauder website via "clearpay" for the first time and it wouldn't let me process my order for no apparent reason so I gave up and ordered through the Look Fantastic app via clearpay on the same day.
I called the customer service team to see why my ordered couldn't be completed via clear pay before I ordered with Look Fantastic and they said they "THINK" there is a problem with clearpay and that it's down.
Clearpay worked fine through look fantastic on the same day. A week later, clearpay still not working on the Estee Lauder website?
Emailed customer service... 7 days later still no reply and no clear answers.. very disappointing!

Customer service team is absolutely rubbish. Thought I was safe ordering from estee lauder direct but I was mistaken. Ordered a cream in December but cream/glass was cracked in half. Very disappointing as money had paid for item which I am not able to use. Contacted customer service no reply absolutely rubbish. Have been a loyal estee lauder customer for several years. Very disappointed with experience.

Decided to have a complete overhaul on my make up and after researching chose Estée Lauder. Placed an order on the 27th December for over £160 and I have had no communication since. I have chased via Instagram, Facebook, Twitter, live chat and nothing. Their customer service is zero. I wished I had ordered from John Lewis, instead I thought I would do the decent thing and order direct. I thought this company was a quality,reputable brand. If this is how they treat their customers I cannot see how this brand can survive, it will not surprise me if we see this company go bust. I will return my items when they (eventually) arrive, I have no trust in this brand at all. Avoid.

Love the products but I should have ordered from Boots rather than direct , order worth £95 29th December still showing as in warehouse money taken from my account a week ago I can see many people having same issues also live chat useless

Absolutely shambollic! Bought the mother in law a present on the 27th of December! Her birthday was the 29th! She really wanted the blockbuster set , which we bought for £69. The page took our information and payment and then went to a blank screen. No order confirmation or anything! I contacted Estée Lauder by social media three times, and was asked to write an email directly to them.
After complaining and telling them what a shocking experience we were having dealing with them , we recieved ONE email asking Atleast ten questions to prove we made the purchase. So we provided the information and also screen shorted bank statements! Nothing was ever replied to. Which I was shocked at as I had asked for a complaints email. Then randomly the other day my partner had £69 re credited to his account. No apologies, no explanation from the so called amazing “International cosmetic company”
I was going to buy myself some products as Iv used Estée lauders products for many years! I now refuse to give another penny to them

Shocking experience and service! I absolutely love the products! But the online service has been soo disappointing. My order was placed near 2 weeks ago and is “in warehouse” on the order status. I tried contacting them via the online chat- was left in the chat for over an hour on 4 occasions with no response. So I called their customer services team- an hour to be connected to someone who had no idea what she was doing or talking about. The call ended with me being promised a refund - 6 hours later I receive an email to state my order has now been dispatched. Shocking considering how much I’d spent too!

Shocking. From beginning to end. I placed an order and opted for standard delivery, which stated 3/5 days. 10 days later, order is still ‘In the warehouse’. I tried the online chat to see what the hell it’s going on...40 mins later I am still waiting for an advisor to come on. All the while, I am also on hold with their phone customer service....30 minutes and still waiting. Absolutely bloody poor and never again!

Hey made an order 25 November for delivery within 2 working days. For a birthday present Product is still not here!!! Very disappointed! Can not get through on live chat or customer service line poor service been on hold for an hour and still can’t get anywhere 😡

Ordered over 10 days ago contacted customer service which took 45 minutes for them to tell me my order has been lost in transit . Advised the items are now out of stock and will take up to 7 days for a refund ! The company did not contact me to tell me my items had been lost . I had to contact them god forbid I didn’t contact them I would still be waiting for an update I feel like they have ruined Christmas for me as this was an important gift for my mother !

With enormous difficulty I ordered an eyeshadow palette last week. I wasted hours on the disastrous website and it took days to make the purchase. At one point the assistant on the chat line told me I needed to use a PC not an iPad as that was causing problem. It was a colour which I couldn’t obtain anywhere else or I wouldn’t have persevered. It was a Christmas gift and arrived today. I opened the beautiful padded envelope to find an open product box, which had no cellophane wrapping. I took out the palette and saw that the gold edge was tarnished. How disgusting that a multinational company should have a pathetic website with ineffective systems, poor customer service and shoddy product distribution. I attempted to contact them today to complain but just spending a short time on their website I decided to put my money where my mouth is. I personally use Estée Lauder- Night repair, moisturiser, cleanser, primer foundation, mascara, eyeshadow, highlighter, tinted moisturiser, lipsticks, eye pencil, eyebrow pencil. However I have decided that I will transfer to Elemis, Chanel and the many other companies which I’m sure will offer me a much more competent and efficient service.

Absolutely appalling levels of customer service! If I could leave this company less than 1 star I would! On the 26th of October we ordered two sets of the revitalising supreme sets that were on offer. Just 24 hours afterwards we received email confirmation of dispatch and a tracking number. Unfortunately we were not able to track this number with Royal Mail. After contacting Royal mail twice and a full eight days after the order was placed we received an email stating that the items were ‘out of stock’ in the warehouse! !! It took two days to get hold of anyone after being continually disconnected from live chat, beauty chat, messenger and over the phone. Even then they only acknowledged my query because I had to post a comment on their Facebook page advertising their gifts. I was then promised that my order would be delivered again today via email just two hours after my comments on Facebook. Unfortunately when it arrived only the free gift was in it and the two items which we had ordered we’re not there yet again. Finally after 2 1/2 days of ringing; messaging, posting and following up comments from Facebook they finally admitted earlier this morning that they could not fulfil the order!! As a lifelong customer of Estee Lauder I’m both shocked and disappointed by this. What sort of company accepts orders, 24 hours later sends out a dispatch notice with tracking number only to 8 days later confirm that the items are now ‘out of stock’ in the warehouse and then leave the customer to try and sort out what has happened to the order for the next 48 hours along with any refund. They do not reply to Facebook, messenger or to the phone, live chat or beauty chat! The only way I found out about the order was via comments on their Facebook pages! Finally this morning they have admitted they can’t fulfil the order after promising just yesterday that the order had been sent out yet again. To add insult to injury they are still advertising gifts on their Facebook page while being fully aware that they are unable to fulfill orders that have already been placed! Regretfully, I would advise anyone to think very carefully before handing their hard earned cash over and purchasing any Estee Lauder products currently. I have still not received any viable explanation for this or an apology For all the time and trouble that it has taken to chase this up. Ironically the purchases were for my mum who is unable to shop for gifts at the moment due to the fact she is shielding as a result of on going treatment for cancer who is now a full 9 days after the order was placed having to now source gifts elsewhere! My polite request to speak to a manager via live chat (eventually when I got through,after 2 days) was
refused - twice! Avoid at all costs. You have been warned!

Placed my order on 4 Oct, four days later when I checked it, the order has been cancel I don’t know why. Then I spoke to customer service in Messenger, they told me to speak to somebody on live-chat. I felt I have been pushed away by this company. Why couldn’t you just solve my problem out? I decided to wait see how they react. Absolutely nothing! I spoke to somebody on live chat today after I placed my order two weeks 15/10/2020. The lady significantly polite as unreal that made me felt sarcastic, after said to me you order has been cancelled because the products out of stock while they still selling them online. She cut off When I question her. And I still have no refund. I told the Customer service On Messenger all my experience to speak to the live chat. She turned around apologies for the service I have received. I was so upset that I didn’t received my service at all ! They are the one getting paid to speak to us and suppose solve the problem out and they don’t bother at all.

There consumer care team is absolutely awful. For so many weeks they said someone investigating my issue will be in touch with me and no one has bothered. There product gave me a reaction. That might not be there fault I appreciate but just tell me straight up what's going on! Good luck with there so called customer service.

I always buy Estée Lauder skincare & make up online now. Their customer service is excellent. Any queries or questions are dealt with very quickly & professionally. One example, I put in the incorrect code so I didn’t get my free gift but one Email & it was sorted out & my free gift sent without any problems. Estée Lauder skincare is amazing particularly for my mature skin. I’ve been using their products for over 40 years & yes it can be a bit more expensive than some brands but you get what you pay for. The online loyalty scheme is a great idea as well.

Best foundation! Their double wear is a must!