After I shared my Clinique experience here on IMBB, Rati passed on the post information to Clinique. A few days later, I received a call from Hania Allahham, PR Executive – Clinique Middle East & India, from Dubai. She asked me about my experience and how they could help me. She was kind and perceptive about the whole thing. She called again a few days later to inform me that I would receive a refund for the City Block sunblock and Dramatically Different Moisturizing Gel. She also told me that Rano, their Education Expert, would be flying down from Delhi to Bangalore to answer any queries that I may have. This was a pleasant surprise and a golden opportunity. I said of course I would be there. The Sales Assistant also called me, with an apology. The apology part was awkward for me, and not necessary for them, since I was already rendered speechless by the amount of genuine care they showed in their interactions. I wasn’t expecting any kind of response from Clinique, but this was an awesome example of how much they cared for their customers. Hania also kept in touch over email about the developments.
This Thursday I got a chance to meet Rano at the Clinique counter in Shopper’s Stop, Garuda Mall. She was so warm and enthusiastic about our meeting that it felt like a lovely treat to be there. She heard my concerns with the City Block and suggested alternatives. She also asked me about what my skin concerns were and suggested products for them as well. My main concerns were skin breakouts and sun protection. As an alternative to City Block, she suggested Clinique Sun SPF 30 Face Cream – “Innovative SolarSmart technology stabilizes high-level protection against the aging and burning effects of UVA and UVB rays. Triggers a repair that helps prevent signs of aging. With solar-activated antioxidants that help prevent visible damage. Gentle enough for sensitive skins. Dermatologist tested. Oil-free.” Rano scooped up some of this sunscreen into a small jar for me to try over the next few days.
After this little chat, a Clinique SA accompanied me to the Shopper’s Stop exchange counter for a refund. The Shopper’s Stop management of course would not do any refunds, they only offered exchange coupons. That could have been fine any other day, but I wanted to start things on a clean slate instead of exchanging things once again. I said so, politely, and someone from Clinique took care of that and helped me get a monetary refund for Rs. 2375.
After that, I returned to the Clinique counter where our session continued. I had known about the 3-step skin care, but hadn’t tried it myself. Rano demonstrated on the back of my hands the effect of the 3-step skin care. She cleansed my hand with the cleanser first. Even though you don’t expect much of a difference after just cleaning your skin, this cleanser made an immediate impact on the appearance of the skin. In comparison with the other hand, this hand looked brighter and softer. And I used to think that I had clean hands! After that she applied the exfoliating lotion and dabbed on some Dramatically Different Moisturizing Gel. My hand felt smooth and plump. On the other hand, she stuck a sticking tape and pulled it back. The tape came out with some dead skin cells that were not a pretty sight. She said that the 3 step cleanser loosens dead skin cells and prepares the ground for the exfoliating lotion to do its work, which in turn enables the moisturizing gel to sink into the skin even more easily. So these 3 things work in a lockstep to promote healthy skin. She said that if I used this program religiously (twice a day), I would see a visible difference in my skin in 2 weeks. She gave me 5 days worth of samples of the 3-step program. I have a feeling that this 3 step program could be my key to a clear, even toned skin. Rano said that their SA Joanna would be calling me at the end of 5 days to see how my skin was responding to these products.
I also mentioned to Rano that I wanted to incorporate an anti-aging night cream into my skin care regimen. She suggested Youth Surge Night Age Decelerating Night Moisturizer for oily/combination skin. Building on Sirtuin technology, the Youth Surge uses “youth-extending agents to create a nightly moisturizer that helps intensify the nightly cycle of natural repair. Plumped with natural collagen, lines and wrinkles appear to evaporate. Skin gains that energized “8-hour effect” come morning.” She gave me a sample of the Youth Surge night cream as well as the SPF 15 day cream.
All’s well that ends well. So even though some things didn’t get off on a good start, Clinique’s superb customer care has won me over. I am thankful to IMBB too for this wonderful experience.
From Left: Joanna, Sonal, Rano
Also Read:
My Experiences with Clinique Bangalore- II
Awessssssssommmme Sonal!! I am so glad, they took your experience mentioned here seriously and did so much for customer care!! Way to go girl!! Thank you soo much for sharing your experiences here!! :waytogo: :waytogo: :victory: :victory: :victory: :victory:
Thanks calicoaster! 🙂 Yeah, it felt nice that Clinique paid so much attention to a single customer’s grievance. 🙂 :bravo: (Loving these new smileys so much!)
GLAD they made up for it :jiggy1: :jiggy1: :jiggy1: :jiggy1: and you did have a good experience afetr going through all that … :yahoo: :yahoo:
:jaiho: :jaiho: :jaiho: :jaiho: :jaiho: :jaiho: :jaiho: :jaiho: :jaiho: :jaiho: IMBB
I’m glad too, it feels good. :yes:
hi every one…this is my first comment on this website..although im reading this blog for almost 1 year…n used every single reviews on products before purchasing any products.thx to everyone.
im using he clinique 3 step…for combination to oily skin which is step number 3…pink color clarifying lotion.
its about 1 month..n honestly…no dramaticaly different..and i have very bad break outs almost all over my face…but now after 1 month they all are gone…
the SA from clinique bangalore called me n asked about the products..n how my skin feels..that was really kind of her…
i have one little question…clinique counter is supposed to give any sample if costumer wants?
beacuse i asked for the sample..n she said we wont give anyyy sample…n some how i was forced to buy the whole kit..which is pretty large.
Hi farnaz, it’s sad about your breakouts. To test out the 3 step system I’ve stopped using everything other than these 3 products for the time being. Oh, they do give out samples. Now that’s why we all have different experiences at a single company’s counters. So often SAs seem to be unaware of the policies and sometimes they seem to be making rules on the fly.
Wow! what a good experience Sonal :waytogo: :waytogo: :waytogo: I think there are very few companies who take such good care of their customers…Do share your experience on the 3-step skin care! :waiting:
Yeah, it is amazing to see that there are companies who go to such lengths to address customer grievances. Although it might be too early to conclude anything, but the 3-step (skin type 3) has already dried up all my existing pimples and I’ve had zero new ones since I started using it 3 days ago. My skin looks brighter as well. I plan to keep at it even after I run out of my samples. I will do a separate post on it after I’ve given the 3-step a month or so. :yahoo:
thats amazing…. :waytogo: :waytogo: clinique..
n thanks to rati for taking this thg forward.. :waytogo:
Alls well that ends well :), Im glad Clinique cared enough to resolve your issues Sonal… theres hope for customer service in India
Felt happy that u got d refund n had a nice time @ clinique.
wish i’d done the same when i broke out cos of superdefense and the 3 step …thanx for sharing ..i know what to do next time sumthing doesn’t work 🙂
Which skin type 3-step did you buy Shanaiia? Glad to help. 🙂
type 2:)
Truly spoken SCARLETT. 🙂
Clinique Mumbai is so nice with customer care. 🙂
I was feeling sad reading ur early experiences…coz I love their products so much.
I am using 3 step for almost 5 months…..and its my HG skin care routine now. :yahoo: :yahoo: :yahoo:
I am glad u had good reviews for it at end. :))
You look cute, Sonal. Glad things finally got sorted. :))
I’m glad too about how everything turned out. 🙂 I’m even happier that the skin breakouts that just weren’t stopping with anything are actually clearing up super fast with this 3-step thingy. Major relief after 2 months of ordeal. You non-oily skin guys are very lucky!! :hunterwali:
:toothygrin: :toothygrin: :toothygrin: :toothygrin: :toothygrin: :toothygrin: :toothygrin:
you look so good in the last piccy… and it turned out to be such a good experience for you! did you feel special at the end of it all?