I stopped by the Clinique counter at our local Nordstrom yesterday to purchase their new Even Better Clinical Dark Spot Corrector so I could review it for www.beautypedia.com. Even Better Clinical Dark Spot Corrector is a reformulation of Clinique’s Even Better Dark Spot Corrector (the change is the addition of the word Clinical). Both are supposed to fade discolorations, including marks from acne. The Clinique Consultant, decked out in the usual white lab coat, told me they had not received the new Clinical version yet but if I pre-order it now they’ll include some goodies as a thank you for being patient. I thought, “why not?” and went ahead with the pre-order.
While she was filling out the paperwork, I asked if she had used the new Clinical version (Clinique salespeople typically get new products in advance so they can use them before they’re sold to the public). “Oh yes,” she said. “In fact, I’m surprised at how fast it worked to lighten some dark patches on my cheek. They’ve already faded in less than two weeks! I keep looking at where the spots used to be and wonder if I’m imagining the improvement!” I told her that her skin looked great but noted she was wearing enough foundation to hide minor discolorations. In turn, she asked me if I had used their existing Even Better (non-clinical) product, the one that launched about a year ago. I said I had tried it but didn’t notice any results that made continued use worth it (hey, why not be honest?).
After my admission she happily exclaimed, “Yes, the original Even Better didn’t work all that well for most people. That’s why Clinique created Even Better Clinical! It works much faster on discolorations than the original version and has lots more antioxidants!” Her comment about the original correlates with our review of this product (though I’m sure when the original version launched she wasn’t sharing this with her customers). We stated the 0.5% salicylic acid was too low and the pH of 4.4 too high to permit exfoliation to occur. Exfoliation can definitely help improve skin tone and assist with fading discolorations, but Clinique’s Even Better wasn’t good enough.
I asked the Consultant if the original Even Better (which I noticed still lining the shelves behind her) was going to be discontinued. “No, at least not yet. Clinique doesn’t want to disappoint the people that like this product, and, you know, it hasn’t been around that long—it would look odd if we suddenly took it away.” What an admission.
Long pause. “But wait,” I said. “Didn’t you just tell me that Even Better Clinical works much faster and is, for all intents and purposes, a much better formula than the original?” Her response was, as expected, “Yes.” With a confused look on my face, I asked, “But you’re still going to sell the one that doesn’t work that well?” She nodded. “OK,” I said, “but I’m still confused….who wouldn’t want the version that lightens their dark spots faster?” This assumes, of course, that the new Clinical version really does have a better formula than the original.
At that point, all she could do was hand me my pre-order receipt, smile, and move on to the next customer. It was so odd. I knew she agreed with me, that my logic wasn’t lost on her, but she really didn’t have a plausible explanation as to why the company is keeping an inferior version of their product around. She also couldn’t explain why the new version works better; instead, she just stated that it did. It’s true that some Clinique customers may like the original version of Even Better, but why not train the Consultants to sell them on the benefits of the (allegedly) improved formula? If anything, it seems Clinique agreed with our original assessment of Even Better’s inability to improve skin tone and discolorations; otherwise, why launch a new version so soon?













