I Ordered Estee Lauder Pure Color Balm But Received a Fake and Can’t Access My Account

I created an account on the Estee Lauder official website and ordered the Pure Color Revitalizing Crystal Balm lipstick in shade 007 Divine. However, after placing my order, I was unable to log in to my account again. Every attempt resulted in a “System Locked” error message. I also tried calling customer service at 50 250 17 94, but was repeatedly told the same scripted excuse: “The system is currently down due to high volume.” No real help was offered despite my multiple attempts.

Even more concerning—when the package finally arrived, delivered by Kolay Gelsin, I was devastated to discover that the product I received was a fake. Everything looked convincing: the outer and inner packaging perfectly mimicked the authentic Estee Lauder branding. But the lipstick itself was poorly made—the mechanism wouldn’t even twist all the way down. The quality was nothing like what I expect from a premium brand. I felt completely deceived.

I had even warned customer service ahead of time that I was worried after reading similar complaints online. Yet no one listened. This experience has shattered my trust in a brand I once respected.

Estee Lauder, I demand an immediate refund, full investigation into how counterfeit products are being shipped, and access to my account. Being misled and ignored by a luxury brand is unacceptable. You must fix this.