One day I opened a Estee Lauder free lipstick from a purchase which I don’t remember if it’s from a department store or directly from Estee Lauder online store, since I just throw all the free samplers altogether in the boxes.

My first reaction when I saw this white coat all around the lipstick is ‘Ew, I am not gonna use that’! I don’t open all the makeups once I receive them, so that I don’t know if it’s like this before or after I received it. I do store them in a cool, dry and dark place.

Then, I quickly shoot an email to the customer service at Estee Lauder online website. I asked them what this white stuff is? Lipsticks just don’t go bad that easy.

Several days later, they wrote back to me, but they didn’t answer my question what the white coating is. I guess it’s hard for them to say. It could be oil, wax, or even mold…Anyhow, they send me a new one without any charges!

In general, I am happy with the EL customer service since they are listening and taking care of their customers!