Complain about a product or service

Estee Lauder - Pricing & Promotions

Estee Lauder • Allergic reactions • Pricing • Women of color

L.M. of Burlington, Ontario (1/31/03):
The Christmas promotion special -- I have bought this promotion special for many years. This year I bought the package and the minimum purchase (some perfume). The pkg. (a gold carry case with a minimum of contents in very cheap format) cost approx. $100.00 CDN. The makeup was minimal and the application brushes were small + difficult to use. I feel I was mostly paying for the case (which I didn't need).

I am VERY disappointed that a co. of this stature (Estee Lauder) put out such a cheap promotion compared to previous yrs. The one lipstick I tried to return to the store as I thought it was rancid (turns out it was a new product that had a "smell"). No exchange was possible and I just feel very disappointed and VERY overcharged for an item that I have VERY little use for. I won't be buying this promotion ever again. I think I shall return to the less impressive, but more consistent products of Revlon.

Damage Resulting: Bad reaction to the stinky lipstick. Bad consumer reaction to the very cheap package deal compared to many years in the past of a successful promotion that very adequately advertised new products and lead to further purchases throughout the following year.

Sharon of Pacific Grove CA (7/14/02):
I have purchased Estee Lauder products for years. Recently the cases for both the pressed powder and the lipstick have cracked and broken before the product is finished. I have to purchase more product sooner than I would have to otherwise. I have decided NOT to purchase Estee Lauder products for this reason.

Jacqueline of Scarborough, Ontario (7/1/01):
I like your product very much but being on a very low budget it is mosly that I will have to stop using your products is there any offer coupons to help a person on a very low income. The moisturiser seems very expensive ($210.00)

Anna Lee of Turlock, CA, writes:
Two years ago I had a makeover done by Prescriptives. I was very pleased with the service and the products and decided to buy some of the products. One of these products was a tri-color eyeshadow and compact. I was told when I bought it that the compact and eyeshadow would cost $30 -- and the compact was refillable. Each refill would cost $15.

This seemed reasonable to me, an investment of sorts. I was very happy with the product and it lasted a very long time, two years, in fact. When I returned for my $15 refill, however, I was told that Prescriptives had changed the shapes of the eyeshadow (from rectangle to circle) two years ago (must have been shortly after I bought mine).

As a result I would have to buy an entire new compact and eyeshadow at the full price. I was a little surprised, since at no time was I ever advised that the shapes might change and in such a case the original conditions would be moot. I felt that they had broken their end of the bargain and could even be accused of false advertising. When I called to complain at first my calls were not returned. When I finally did speak to the counter manager she gave me various explanations - there must have been a misunderstanding (there wasn't), they never sell compacts for $15 (which I know to be untrue -- they don't sell them separately but as a unit for $30, refills are $15), my compact wasn't refillable (untrue), etc.

When I asked for a customer service address or phone number I was told that I would have to speak to Mr. Lauder and that would be an "act of God." I didn't find this humorous and I found it very difficult to believe that a major organization does not have a customer service department. She insisted that that was true however, and left me no recourse.

K.B. of Louisville writes:
Recently I purchased a foundation from Estee Lauder. The sales representative was very helpful and gave me a 10-day sample to try. This was so that I could return the product if I had any reaction or dislike of the product.

Yes I had a reaction and dislike of the product. I developed a rash that was very upsetting and took a week or two to clear up. My skin became dry and spotted. It was embrassing ! I had used the product line in the past with sucess. However, I used the sample and had this reaction.

So, as instructed I returned the unopened product with receipt to the store. Only to be embarassed once again this time by sales clerks. I had been given a free gift at the time of the purchase and not having sucess with the product had given this to a friend, who could use it. I was told in order to return and receive the money spent, I would have to return the free gift even though I had used and given it away.

I either embrass my self and get the free gift back or I lose the cost of the product and never use Estee Lauder again.

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