Tampered products delivered that were ordered online

On delivery of products that were ordered online I noticed that not only were the seals on the parcel broken, but the products inside were also opened (foundation & perfume). I immediately notified Estee Lauder SA that the products have been tampered with and sent them pictures thereof. In response they offered me a 20% discount on a future purchase. This was not acceptable to me as it does not address my concern about the R3,000 worth of products ordered and delivered, and I notified Estee Lauder SA thereof in writing on 6 April 2023. I also completed and returned the signed ReturnProduct document request as requested by them. After numerous follow-up emails and not getting any response whatsoever, I have now after 3 weeks been notified that the products will be collected sometime in the next 30 days. They will then finalize their internal process and only thereafter refund my money. This can take up to 30 days after completing their report. I responded that this was not good enough, but (not surprising) they have yet to respond.

In the meantime I am out of pocket (my order was for more than R3,000) and I don’t have any products. Estee Lauder simply do not care.

I have been using Estee Lauder for more that 35 years and will never ever buy any Estee Lauder company products again.