Clinique Laboratories, Inc.

Review: I purchased Clinique products for men. I was told by the Clinique sale rep that Clinique guarantees all products and stands behind them. I was told to contact Clinique if I had any problems. I did. I was told to call back. I was told to send them back and it could take up to two months to have a refund issued. I purchased these Clinique items and they did not work. The two dark spot correctors had no effect on my dark spots. I purchased two tubes at $49.50 each. I purchased a tube of anti age eye cream at 35.00, I purchased a tube of M gel Lotion at $49.99 and I purchased a tube of Hydrator for skin at $40.00. I have sent All these back to Clinique as of today by Priority mail. The package is addressed to [redacted] , Chairman of Clinique Laboratories. These products did NOT work. The [redacted] Company which owns Clinique Laboratories LLC, says they stand behind their products. They should refund the money I spent on their products that do not work. I was told when I purchased them that if they did not work, Clinique would refund my money. I have been given the run around up to this point!Desired Settlement: I have sent the items back today by Priority mail. The package is addressed to Ronald S Lauder. It was sent with tracking and insured. It contains all Items I purchased. I should be refunded in Full the money I spent for products that do not work. I was told even if I use them all up (I did not) The Clinique Laboratories would refund my money if I did not like them. Refund my Money.

Consumer

Response:

No, I am not on my way to getting the refund. I have been told they would not refund the money, yet another person said they would. I have been lied to and given the run around. I need the Revdex.com's help. I simply returned the stuff as I though it was the right thing to do. The tracking number is [redacted]. I wrote [redacted] a letter and sent the items back to him. I also included a copy of the Revdex.com complaint. I need the complaint filed so the [redacted] company and Clinique Laboratories will give me one straight answer and hopefully take care of this situation. There is no guarantee they will refund the money or even answer me. I need the Revdex.com's help.

Business

Response:

Please know that this complaint was forwarded to my attention and we have reached out directly to the consumer to resolve his complaint.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

It is ridiculous that it would take up to 4 weeks to get a refund. Where is the refund coming from? I am grateful that the refund is being processed, but up to 4 weeks?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased a "dark spot remover" from Clinique in [redacted]. Then I tried it but was not satisfied because it did not do anything to my skin. There was no improvement on my skin, so when I went back to return it on a timely fashion, the Clinique specialist guaranteed that if I purchased another "dark spot remover" that I will definitely see an improvement. She even went out of her way to check the color of the discoloration and checked the color by using a chart and noted the color. She guaranteed that I will see the improvement in the future as long as I finish the 2nd bottle, which cost over $80 each! I am not rich but I trusted the lady because I shop at [redacted]'s store frequently and never had a problem.Well, in the future there was AGAIN No signs of any improvement, and in my experience with [redacted]'s they have told me even with an empty bottle for whatever reason that I am not satisfied, they will guarantee a store credit refund. However, when I tirelessly went with two of my young children under the age of 3, they were belittling me like I am trying to get a free product. The manager was also not helpful, she humiliated me and opened both bottles and said that they were empty (even though one bottle still had some supply) and that it was not refundable and then WALKED AWAY from me without any apology but more of disgust! I have never been treated like this and humiliated, ESP. From a manager!!!!!The worst part is now I won't be able to trust any of the Clinique workers. They were not honest and if they knew one of the workers made a mistake they should take the responsibility and not just take my hard earned money over $160!Desired Settlement: Any

Business

Response:

Dear [redacted]:

We have received your correspondence in regard to complaint #[redacted]. I apologize for the delay in responding back to you.

We reached out to the consumer and spoke with her on August [redacted]. Following our conversation, we sent the consumer a full refund for the product in question.

Please let me know if you need any further information. Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On July **, 2015 I purchased a Clinique Sonic Brush Set from [redacted], which is an authorized dealer for Clinique products. It was delivered and I began using it on July **, 2015. This brush cost $89.50 plus tax, and it worked beautifully for the first 5 months. After that, it began turning on by itself randomly and not turning on when I actually try to turn it on. I contacted [redacted], but their return policy is a 90-day window. They recommended I contact Clinique directly because the product comes with a two-year warranty.

On January *, 2016 I attempted to contact Clinique via the "Contact Us" button on their website. I got no reply. I located the customer care email address located on the warranty information within the Sonic Brush Instruction Manual and emailed that address to explain my problem on January *, 2016. Still no reply. On January **, 2016 I confirmed I had the correct email address and attempted yet a third time to reach out to Clinique. It is now January **, 2016, and I still have no reply from Clinique.

This product is a pretty expensive product to only work five months. I am very disappointed that Clinique hasn't stood by their product or even returned an email to a customer experiencing problems with their product. A quick search on the internet and on reviews for this product on both clinique.com and [redacted], shows I am not the only one who has had this issue with this particular product.Desired Settlement: I would like a replacement or a refund for the money I spent.

Business

Response:

We reached out to the consumer on 1/**16 to resolve her complaint.

A replacement for her brush is underway.

Linda C[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved once I have received the replacement brush.

Sincerely,

Review: Although, I previously received Clinique's on-line newsletter for several years, I just stopped receiving it approximately 3 months ago in May 2015. Since July *, 2015, I have been forced to contact Clinique about this numerous times and I've also been forced to send several emails to their website but despite, the problem has not been resolved and no one has taken ownership of the problem. The first customer service agent I spoke to was Bernadette. Bernadette said that several customers with AOL have been experiencing problems receiving the newsletter and that I needed to switch my provided. I thought that was completely outrageous and completely unacceptable to be told that since Clinique caused this problem for me and in general but also, because Bernadette is not a technology professional, yet she told me that I had to go through the laborious task of switching my internet provider (AOL) that I've been using for 15+ years in order to receive their newsletter! I requested to escalate the call to a supervisor. I spoke to Tanya, supervisor who assured me that I didn't need to switch my internet provider to receive their newsletter and that the problem would be corrected in a timely manner. She said that Clinique would call me within 24 hrs to update me on the status. 4 days and 96 hours passed since I spoke to Tanya, yet no one at Clinique ever updated me as Tanya said they would, so, once again, I was forced to contact Clinique. Tanya also promised to send me out some product samples for all the trouble I encountered but she didn't follow through with that promise either. Finally, after 2 weeks, and having to call again, she sent out the samples. In addition to this problem, please be advised that this exact problem happened a few years ago, when for no reason, out of the blue, I just stopped receiving the Clinique on-line newsletter and I was forced to spend just as much time insisting that they resolve the problem. My husband is a technology professional (systems engineer) with a bachelor's degree in computer science and he said, no doubt, this problem has to do with Clinique upgrading their system and a glitch must have occurred. He said they I definitely should not have to switch my internet provider to receive their emails and that the problem is on Clinique's end and that they need to resolve it. I have had no problems with receiving any other on-line retailer's -n-line newsletter, only Clinique's. In any case, finally, after being forced to email the website for a 4th time, I received a phone call from Clinique on July **, 2015 and I was told that everything was resolved and that I would start receiving the email newsletter. I left for vacation for two weeks on July [redacted] and returned on August **, only to discover when I got home that still, I had not received the Clinique newsletter, despite being told that the problem was finally resolved. I was forced to email the website for a 5th time this past week, on August **, 2015 regarding the aforementioned. To date, no one has gotten back to me, even though the email confirmation that I received says that someone at Clinique would get back to me as soon as possible. This is all completely unacceptable in general but especially since I've been a Clinique customer for 30 years and I've been forced to spend all this time following up with Clinique trying to resolve this problem when Clinique should be following up with me! No one has taken ownership of this problem. If I wasn't a customer for so long, I would just have moved on and never given them my business again but I've been using their products for so long. Not only is it more convenient to shop on-line but they offer numerous incentives, including free shipping and free samples. For 3 months, I have been missing out on all of these offers. This is all completely outrageous and unacceptable what I have been put through, how much of my time has been wasted and overall, how I've been treated by Clinique. It would be bad enough if I was a new customer but to treat a 30+ year customer like this is reprehensible. I think if the owner of the Clinique ever knew how customers are being treated, they wouldn't approve and that is why I am contacting the Revdex.com. In my last email, I stated that if I didn't hear back from them, that I would be forced to contact the Revdex.com. Despite, I still have not received a response.Desired Settlement: I would like the problem with the online newsletter resolved asap. I am also requesting a $40.00 coupon to be used for future purchases and also some free samples for all the time I've been forced to spend trying to resolve this problem.

Business

Response:

We have reached out to the consumer directly to resolve her issue.Please let us know if we can do anything else.Thank you,Linda C[redacted]Executive Direcctor

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved: because although Jennifer S[redacted], Manager contacted me and provide a resolution (that I intended to accept), I already encountered another technical problem. I finally started receiving emails again but I was sent a survey by Clinique and the links contained in the email did not work. That indicates to me that there is still a technical problem with my account.Although, I would like to accept her proposed resolution, I do not fully accept it yet because the problem hasn't been entirely resolved. I am requesting that Jennifer S[redacted] contact the technology department and find out why I am still experiencing problems. Thank you for your help.Sincerely,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We appreciate Ms. Terpin's additional comments and have reached out to her directly again to resolve.We trust any issues have now been satisfied.Please let me know if anything furher is needed.Thank you,Linda C[redacted]Executive Director, Americas Consumer Care Center

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,