I Received a Likely Fake Estée Lauder Foundation from the Official Online Store
I purchased an Estée Lauder foundation from their official online store, assuming I would receive an authentic, high-quality product. Unfortunately, I am now convinced the item I received is fake. I’ve used the same shade from this brand before, and this one is noticeably off in color. It also transfers heavily to clothing—despite being advertised as non-transferable.
To make matters worse, the writing on the bottle has completely rubbed off after minimal handling. This has never happened with any of my previous Estée Lauder purchases. How can a premium beauty brand allow counterfeit or poor-quality products to be sold through its own official platform? This completely shatters my trust in the company.
I paid a significant amount expecting the product’s quality to match its price, but instead, I received something that feels and performs like a cheap knockoff. I demand a full investigation and a prompt refund or replacement. Estée Lauder must take accountability for what it sells through its own site.
Progress
In April, I purchased Double Wear foundation from Estee Lauder’s official website. When I started using the product, I noticed that it was a different shade compared to the same shade of foundation I had previously used. Additionally, the product stains my clothes and the text on the packaging faded quickly, which made me suspect that the product might be counterfeit.
I submitted my first complaint in July. Customer service created a record and said the product would be collected for inspection. However, even though four months have passed, I have not received any response and the product has not been sent for inspection. I made my payment by credit card.
I did not experience such an issue when I used the same product before. I request that the problems I have experienced with the product be resolved and that the product be exchanged.
Dear Customer, We would like you to know that we are sorry for the situation you have experienced. If you made your purchase through our authorized dealers or our online sales channel, please contact our call center so that a request can be opened in your name. Thank you for your interest and cooperation with our brand. Best regards.
I already contacted the relevant phone number and created a record through the official website where I made the purchase. Despite 4 months having passed since this record was created, there has been no progress.
