Refund for Order Number: 6736297425 - Extremely Poor Customer Service

I am writing to express my extreme dissatisfaction with the handling of my refund for a returned product from an order placed in November 2024. On November 13, 2024, I contacted Estée Lauder to initiate a return for one of two similar products purchased. A return was promptly arranged, and the item was collected by your courier within a few days. However, since then, I have experienced a series of unacceptable delays and inconsistencies in your customer service: Lack of Proactive Communication: I was not informed of the refund being processed to my "profile" on December 2nd. I had to initiate contact to receive this information, and no email or text notification was provided. Repeated Delays and Requests: Despite numerous follow-ups on December 12th, 30th, 31st, January 14th, and January 24th, I have consistently been met with requests for "more time" and, inexplicably, repeated requests for my bank account details. This indicates a severe lack of internal communication and record-keeping. Inconsistent Information: On February 3rd, I was informed via email that the refund process requires 30 days. This information was not previously communicated, and it contradicts the numerous earlier assurances of prompt processing. Furthermore, even adhering to a 30 day refund policy, the time period has long expired. Failure to honor previously agreed upon refund process: I was not told I would be waiting 30 days, I was told it would be refunded to my profile, and then my bank account. This entire process has been marked by:

Repeated requests for the same information. A complete lack of proactive communication. Inconsistent and contradictory information. An unacceptable delay of over two months. I am utterly frustrated by the incompetence and disregard for customer satisfaction demonstrated by your customer service team. While I appreciate the quality of Estée Lauder products, this experience has severely damaged my trust in your company.