Estée Lauder UK Reviews 

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.

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.