Clinique Opiniões 461

I want to share my recent experience with ordering from Clinique Canada’s online store, because the level of inconsistency and stalling from their customer service has been unacceptable.
I have been a long-time customer of Clinique products and usually purchased in-store, where I could test products before buying. Recently, after seeing frequent ads for their online shop, I decided to place an order through their Canadian website.
I purchased my usual products plus one additional item to try. The extra item was the cheapest product in the order (around $21), and I felt comfortable trying it because their website promotes returns.
After receiving the order, I tried the new item and found that it caused dryness and was not suitable for my skin. I contacted Clinique customer support to ask about the return process and specifically confirmed whether return shipping was free. Their online support agent clearly stated that return shipping was free of charge and that I did not need to return the promotional gifts.
I went to the post office with the original box, only to be told there was no return label and that I would need to pay for shipping myself.
Then I contacted customer support by phone. This time the agent said return shipping was not free. When I pointed out that their online support had already confirmed free return shipping, the agent claimed there was “no record” of that chat. Fortunately, I had screenshots of the conversation.
Once I mentioned screenshots, the story changed. The agent then said the case had to be “escalated” because the product caused dryness, and that a specialist team would contact me the same day. She gave me a case number, but only after I insisted that it be sent by email while I was still on the phone. I had to ask multiple times before the email was finally sent.
When I reviewed the email, I noticed that the return conditions had suddenly changed:
• the 30-day return period was now stated as starting from the purchase date instead of the delivery date,
• and the gifts we were previously told we could keep were now required to be returned.
No one ever contacted me that day as promised.
The following day I called again and was told once more that the “specialist team” needed to “investigate why the product caused dryness” before proceeding.
At this point, it feels like Clinique is deliberately making a simple $21 return as difficult and time-consuming as possible by:
• giving contradictory return information,
• denying prior chat conversations,
• changing return conditions after the fact,
• promising callbacks that never happen,
• and repeatedly escalating the issue without resolution.
This is not about the money anymore; it is about the principle.
A company of this size should be able to handle a straightforward return honestly and consistently. Instead, the experience has felt like a deliberate attempt to frustrate the customer until they give up.
I have screenshots of the original support chat confirming free return shipping, as well as the follow-up email where the terms were changed.
If this is how Clinique handles a basic online return, customers deserve to know before ordering.
Be careful when ordering from Clinique Canada online.

I placed an order just yesterday with Clinique. The order has not been processed yet. Today I see where they have 25% off site wide. So I did an online chat to see if they would cancel my order and the I would reorder it with the 25% discount. Clinique would not honor my request. This is unacceptable to me. I am not a happy customer with Clinique right now.

Servizio pessimo.
Il sito non funziona, si blocca e non carica la pagina.
Ho tentato di fare due acquisti, entrambe le transazioni autorizzate, peccato che quando devo essere reindirizzata al sito per avere conferma dell’ordine esce la schermata bianca e la scritta “page not found”. Nessuna risposta alle mail e la chat di assistenza sempre non disponibile.
Ho chiamato il servizio clienti per il primo ordine, facendo presente le problematiche e procederanno al rimborso, ho voluto fidarmi sbagliando dell’operatore ritentando un secondo acquisto ma ho sbagliato.
Se non riavrò entrambi i rimborsi procederò con una segnalazione e non acquisterò mai più da loro.

Brough my usual high impact mascara from boots awfull this time very very clunpy! My lashs fuul of black blobs went to boots and they would not exchange. I use this mascara for about 20 years never again.

Terrible customer service and company! I’ve been a loyal customer for 30 years (the only products I use on my face and I purchase gifts for others in my life as well) and got ripped off for about $150 or more and they wouldn’t help me because it was past the 30 day. I emailed them two weeks after delivery (14 days) and received no response and then a week later (21 days) kept calling and their calling center was having issues because no calls were being picked up and I kept getting hung up on. So finally I got a hold of someone and they didn’t care or want to help so now I’m looking for a better company so if anyone has recommendations, please share!

peccato non aver controllato prima le recensioni prima di acquistare (cosa che faccio abitualmente quando compro su siti di e-commerce) ma trattandosi del sito ufficiale Clinique mai mi sarei aspettata un servizio così pessimo. Un ordine che visto doveva arrivare tramite Amazon lo trovo da ben 6gg fermo nei magazzini Clinique. Tramite chat con Clinique chiedo che fine abbia fatto mi rispondono che la spedizione è effettuata con DHL che invece dice che non gli sia stata ancora affidata. Chiamo telefonicamente e un addetta che risponde dalla Serbia un po seccata mi risponde che avrebbe chiesto all'ufficio spedizioni. Mi sorge il dubbio sulla serietà del sito e visto il servizio offerto mi viene pure il dubbio sulla qualità dei loro prodotti che si trovano comunque in vendita online a prezzi anche molto più competitivi.

I ordered products online Feb 15 and they never arrived as scheduled on Feb 24 ( which I already thought was a long time). The shipment was reported by UPS tracking to have been damaged on route and automatically returned to Clinique. I heard nothing about a new shipment so by Feb 28 I had to contact Clinique myself to get a refund which I won't get in my account for over a week. Meanwhile I will need to go to a physical store to buy the same products which is what I will do from now on.

/m.clinique.com

I’m looking at all of the poor reviews. I’m questioning whether this is a fraudulent site. I started ordering and realized the site looked less professional than the original then noticed the address has an m added. It’s not the official Clinique but I think fraud!

Clinique se vend comme « sûre » et moderne, mais derrière le marketing, la marque continue d'utiliser des ingrédients d'origine animale et ne garantit pas l'absence de tests sur animaux.

C'est une stratégie claire de tromperie pour masquer la souffrance animale . Achetez ici, c'est participer à cette exploitation .

Muy mala pésima porque no se puede dejar de poner ni una estrella se merecen
No me ha llegado un pedido ( que era para Reyes ) que lo
Compré con suficiente tiempo y aún así no me ha llegado aún a día 9 de enero . Yo soy la
Que se pone en contacto continuamente con ellos y me dicen que están en contacto con Seur pero que no les contestan y a mí como consumidora no me reembolsan mi importe ni me mandan los productos comprados si ha sido un fallo de ellos el cliente es el perjudicado. Compro todo on line en diferentes páginas y jamás me había ocurrido. Pido que conste como reclamación on line y no me facilitan el correo. Como puede esto estar permitido?

I am very disappointed with their service and attitude. This time I had to order Clinique products and got them shipped to my country through a forwarding company. One piece was missing. My package arrived unbroken and untouched. They refuse to provide any record that the missing item was assembled. This is the last of many occurences of bad attitude towards me. I fully understand that humans are sitting on the opposite side of the screen, but I am always polite with them.
In a word, I can't find who is responsible. The forwarding company says that they undertake responsibility only if the package got damaged on its way to my country. But it was safe. The Clinique refuses to provide any official record of how my parcel was being processed.

Grosse déception en apprenant le 23/12 que ma commande du 15/12 a été annulée sans que je sois informée. Il est précisé sur le site qu’un mail est envoyé quand cela arrive.. je n’ai jamais rien reçu !! Rageant la veille de Noël !!

I made a New Year's order(order number 7596611050), and they didn't send it, then they said they would send it again, apologized, and then completely canceled the order. It's just disgusting.

Absolute disgusting disgraceful company. Took my money, didn't send my order and no communication re same. All days before Christmas. I will never use Clinique again. Worst company ever

Mon colis a été envoyé dans la mauvaise ville, erreur qui ne vient absolument pas de moi. UPS m’a confirmé que le problème venait de l’expéditeur et m’a demandé de contacter le service client.

Après une attente pénible, des robots qui raccrochent automatiquement et une discussion laborieuse avec un conseiller, la seule réponse apportée est la suivante :
➡️ le colis revient chez eux et je dois attendre jusqu’à 14 jours pour un remboursement.

Aucune proposition de renvoi du colis, aucune solution alternative, aucune indemnisation, alors qu’il s’agissait d’un cadeau de Noël qui ne sera donc jamais livré à temps à cause de leur erreur.

Le service client se cache derrière des procédures au lieu d’assumer ses responsabilités. Dire que « c’est la période des fêtes, ça peut arriver » n’est pas une excuse quand l’erreur vient de vous et que le client en subit toutes les conséquences.

Très déçu par le manque de professionnalisme et de considération pour le client.
Au vu de cette expérience, je comprends malheureusement la note très basse de cette entreprise.

👉 À éviter si vous avez besoin de fiabilité, encore plus pour un cadeau.

I’m still waiting for an order that was placed nearly a month ago. I call the customer service line and talk with a representative (twice) who agrees to send a new order and expedite the shipment. So far nothing comes. They don’t give me an order number and state I will receive an email when my purchases ship. No emails have been received. At this point, my orders will not make it in time to give at Christmas or my daughter’s birthday. Shame on you Clinique!

la loro banca impedisce le transazioni di pagamento e loro riversano sul cliente il problema dicendo che dipende dalla carta o dalla banca del cliente. Così non è perché su altri siti online si riescono a fare pagamenti in pochi secondi. La chat è inutile, l'operatore al telefono non aiuta a capire e risolvere niente. E poi l'operatore al telefono tenta di effettuare l'ordine da remoto e chiede i dati personali della carta compreso il codice segreto dicendo che lo fa con tutti. Sconvolgente

Clinique “Customer Service” does not exist. No one answers the phone, chat is useless and the internet gives no options to help contact them. After several hours on phone hold, then 2 days of trying to get chat to reply, I cancelled my order (which supposedly shipped 3 weeks ago with no tracking info except “carrier has not received the package”)
I don’t understand how such a big and trusted company can turn into such a horror.

Innanzi tutto scrivo a voi per allarmare tutti i consumatori. Questa azienda non rispetta le leggi che sono alla base del codice del consumo. É illegale, e mi sto muovendo per una denuncia all-antitrust (cosa che invito tutti a fare). Ho ordinato delle cose con in 60% di sconto direttamente sul sito di Clinique. Passano giorni e non ho traccia del mio ordine, vengo a sapere dopo che il mio ordine é stato dato per smarrito, chiamo e richiamo decine di volte per poter risolvere questa situazione con le operatrici, nel frattempo mi iniziano un rimborso che non avevo consentito allora faccio il reclamo direttamente con l’operatrice e scrivo in numerose e-mail. La pratica di rimborso continua anche dopo averla espressamente contestata. Allora scrivo per farmi rinviare l’ordine, niente, non ne volevano sapere nulla. Mi dicevano che non fosse loro responsabilità. Però cari miei sono una persona anche ben informata e so che hanno violato la legge 61,63 e 130 del codice del consumo. Ne momento in cui tu fai un ordine stringi un patto (chiamiamolo così) con l’azienda. E l’azienda (per legge) é obbligata a rispettare chiari termini. Io li ho avvisati, ho avvisato loro che sarei andata all’antitrust e avrei scatenato un putiferio. Non é questione di rispetto o prese per il di dietro é una questione legale. E sono pronta a farmi sentire, ma nel frattempo, NON ACQUISTATE DA QUESTA AZIENDA. Hanno rispetto zero verso i consumatori, e sinceramente una email di scuse generata dall’intelligenza artificiale non risolverà niente.

Although I like their products, their customer service is beyond horrible!! In fact, it seems to be getting worse as time goes on. I tried multiple times over multiple days (morning, afternoon, & evening) via both their 800 number & their Live Chat feature to reach any live body. NO ONE ever responded to Live Chat & after finally reaching a live body on the 800 number, they were clueless about the matter, put me on hold, & then transferred me to someone else. Person #2 was also clueless, put me on hold, & then allegedly transferred me to the "proper department". Person #3 had no idea what to do & continuously put me on hold to allegedly "research the matter". After more than an hour of such nonsense, person #3 claimed she would submit the matter to ??? & request they contact me to resolve the matter. I had to ask multiple times when I might hear back & person #3 claimed "within 24 - 48 hours". It's very clear that Clinique does NOT care about their alleged "customer service"!!! My problem is actually a very simple one, yet everyone at Clinique is clueless as to what to do. Even Amazon now has better customer service than Clinique does & that's very sad. Apparently Clinique no longer cares if they loose long time, loyal customers to their cosmetic competitors.