Clinique Sent Me a Leaking Product and Refused to Offer Any Real Support

I placed order number 68465174** on July 7, 2025, and it was delivered today. Upon opening the box, I was shocked to see that the product had been shipped with its cap open. The contents had completely leaked out, soaking the box and the surrounding packaging. It’s clear the product was never properly checked before being dispatched.

I took photos and videos and contacted Clinique customer service right away. Instead of offering a replacement, I was told I had to return the product, wait up to 14 days for a refund, and reorder it myself. There’s no exchange option at all. To make matters worse, I was told I’d have to walk to a courier drop-off point 1 km away from my workplace in this intense summer heat—just because Clinique sent me a damaged item.

I even asked if I could return it with a closer courier service at my own cost, and they said yes—but showed zero concern about making things right. No effort was made to resolve this inconvenience. I’ve shopped with Clinique regularly and never experienced anything like this before. Mistakes happen, I understand that. But to be told I’m “not actually experiencing a loss” and to receive such a dismissive response is unacceptable.

I expect Clinique to acknowledge this shipping error and offer a real solution—such as a direct replacement or at least an easier, compensated return process. This experience has seriously damaged my trust in the brand.