Poor Customer Service

Estée Lauder - Pathetic Customer service

I placed an order with Estee lauder on Black Friday. Upon not receiving my order I enquired with customer service to which they advised that they would refund me in 3 to 5 working days as there was a glitch on the system. Having spoken to Tamara in customer services telephonically she advised that even though there was a glitch on the system they will not be able to fulfill my order. To date I have not received my refund.

Tamara’s tone telephonically was unacceptable! Her mannerism was unprofessional and she refused to allow me to speak to a superior because she bluntly stated that her superior instructed you to handle the situation as such.

Estee lauder offered me a 35% discount on my next order as an apology. Upon speaking to Tamara she assured me the glitch on the system is resolved and I can go ahead and place a new order.

I am now advised that there is a glitch on the system again!!! and they will not be able to fulfill my second order as well.

This is the second time I have now been through this with Estee a Lauder in 3 week.

I now am awaiting my second refund because of incompetence!

I just received an email from Tamara stating they have a process for refunds “so please wait” this is unacceptable! This is not the etiquette to address a customer who has been more than a patient. It’s easy to expect me to “ Wait” every time someone *****s up. I was further advised that my refund had to be approved ? What approval is required ? Estee is not willing to fulfill my order however someone still needs to approve my refund! And as per Tamara I must just “wait”!

Tamara now advises that both my refunds will reflect after 7 to 10 days!

The goalpost is constantly shifting for the refund , the first refund should have reflected by now !! And I can’t understand why I now must wait up to 10 days to receive both refunds together.

In simple , Estée Lauder does not have stock, they are advertising for products they do not have! They are then claiming there is a system glitch and they are unable to fulfill our orders at the discounted price advertised. They then hold you money for weeks before payment is made and expect you to deal with *********** unprofessional and unapologetic staff.