Estée Lauder Lip Oil Applicator Broke After Light Use
My husband bought me an Estée Lauder makeup set on April 30 as a gift, and the set included the Glossy Pout Lip Oil. I have been using the products for about two months, and since I only wear makeup occasionally, I have not used them very frequently. One day, when I took out the lip gloss to apply it, I noticed that the applicator tip had broken. When I tried to remove the broken piece with a tissue and put it back in place, I realized it did not fit properly. Then, without applying any force and only touching it lightly, the tip broke again. This clearly shows how weak the product’s material quality is.
I reported the issue to Estée Lauder customer service by email and included photos. In response, I was told that because there was no order number and because the product was purchased in-store, no return or exchange could be made. However, I specifically explained that this was a gift, that I did not have the receipt, that about two months had passed, and that my main expectation was for the brand to stand behind its product. Despite this, I only received a procedure-focused response saying that exchanges are not available for in-store purchases.
In my opinion, being a major brand means not leaving customers helpless when there is such an obvious manufacturing or material defect. A brand should not damage its reputation over such a small product issue. Both the product quality and the after-sales support fell far below what I expected from Estée Lauder. I was extremely disappointed that the attention and nice words shown during the sale were replaced with excuses when it came time to solve a problem.
I expect Estée Lauder to offer a solution for the problem I experienced with my Glossy Pout Lip Oil without requiring a store receipt. At the very least, I request an exchange or another form of compensation under the defective product category. I also expect the company to show more care in its customer service approach. Based on my experience, I want other customers considering a purchase to be cautious about both product quality and after-sales support.
