Extremely Disappointed with Estée Lauder South Africa & Aramex

Extremely Disappointed with Estée Lauder South Africa & Aramex

I placed an order with Estée Lauder on 11 November, and this has been the most frustrating experience I’ve ever had with an online purchase.

For nearly four days, I struggled just to get a valid tracking number. The tracking number Estée Lauder eventually provided was not recognised by Aramex, who repeatedly informed me they did not have my parcel.

On 17 November, after phoning both companies again, Estée Lauder insisted the parcel was with Aramex, while Aramex said the opposite. Estée Lauder even admitted they were having ongoing issues with Aramex not “acknowledging” parcels.

Today, 20 November, I was finally informed that my parcel was returned to Estée Lauder—without a single successful delivery attempt made to me. Aramex claims they tried to deliver three times, yet I have call records confirming no one ever phoned me, no missed calls, and no notifications. Not once did they attempt to contact me using the details provided. This is unacceptable.

To make matters worse, Estée Lauder says:

They cannot reship my order,

They have no claim process,

A refund will take up to 14 working days,

I cannot speak to a manager,

And the agent “can’t help me” and suggested I “try calling again” for a different operator.

The agent also refused to give his surname and could not provide call recordings or any proof of their internal processes. The lack of accountability and complete absence of customer support is shocking.

I am extremely disappointed with both Estée Lauder South Africa and Aramex. Their policies, communication, and customer service urgently need to be reviewed. Customers deserve transparency, proper support, and basic communication when things go wrong—none of which I received.