Estée Lauder Order Undelivered Following Courier Delivery Errors
On July 9, 2026, I ordered a 3-piece set worth approximately $55 from Estée Lauder's official website, providing first my home address and then my work address for delivery. Despite this, my order never reached me.
Even though I was at home all day on Saturday, I received an SMS from the courier Kolay Gelsin stating, "We couldn't find you at home, you can click the link to see the photo." When I clicked the link, I was redirected to the Kolay Gelsin page, but there was neither a photo nor any concrete information regarding an actual delivery attempt. I then called customer service, explained the situation, and was told it would be better to schedule a redelivery to my work address for Monday. Following their instructions, I set up an appointment with my work address.
On Monday morning, I received another SMS, this time saying "incorrect address." I called customer support again; we verified the address together, and despite there being no issue with the address, they claimed they would keep the ticket open and that the problem was resolved. However, about 15 minutes after hanging up, I received the exact same "address error" SMS. I called again, and they once again claimed they didn't know the root cause but had fixed it—only for the same message to arrive right after I hung up. I was forced to call repeatedly demanding an explanation.
Exhausted by this process and seeing no resolution, I requested to cancel the order. During my conversations, I was informed that a refund would be issued, but despite the time that has passed, I have received no update via SMS or email. Furthermore, when I check Estée Lauder's website now, I see that the 3-piece set I ordered is no longer listed on the site, leading me to believe due to these discrepancies that my package was never actually sent out for delivery.
I did not expect to experience such frustration from an established brand like Estée Lauder, both regarding their internal processes and through their partner courier, Kolay Gelsin. I demand that my refund for this purchase (Order Number: 204703397) be processed as soon as possible and that I be provided with a clear, written explanation regarding this issue.
