DermstoreReviews 490

SkinCeuticals skincare lightener by Dermstore did NOT work at all as advertised. The company refused to reimburse me for my wasted money. Never buy from this company.

I have had multiple interactions with their customer service – when items didn't arrive, when I sent back an unopened box and they claimed that didn't send all the items back for a refund, and most recently when I've just tried to get some invoices from them from purchases I've made so I can submit for reimbursement from my FSA for buying sunscreen. This last issue has been going on for a month with multiple messages back-and-forth. They always claim that they'll send the invoices in five daysbut never do. Then they claim that I wasn't getting her emails because I had unsubscribed myself from their spam emails. That wasn't the case either because they finally did send some invoices but they were the wrong invoices. So we're back to square one. Also, recently they don't have any confirmation that I bought over $100 worth of items from them on June 27, and I had to send a screenshot of my credit card charges to them. So I can't even ask for an invoice from that order because they don't have it recorded. I have canceled all my auto replenishments and will never order from them again. I suggest you do the same.

I ordered 2 products by Thomas Roth - face and eye tighteners. Both products leave a large amount of nasty crusty white residue on my face within an hour of usage, and it's hard to wash off. I tried to return the product but customer service (who kept on hanging up on me) told me "it's considered a personal preference". I wonder if there's anyone whose personal preference would be to walk around with a thick layer of nasty white residue on their face.
Don't shop with dermstore, what an awful experience.

Horrible customer service. I've been trying for more than 6 weeks to obtain an invoice for an order (which wasn't sent with my order). Various agents told me that they can see the order on their end and will send the receipt in 3-5 business days. Crickets. I've called and messaged several times, only to be told to keep waiting another 3-5 days each time. This business should be shut down for pure stupidity and horrid management systems. I will continue to file complaints with BBB and FTC as well as let everyone know about my horrible experience.

I spent over $260 on products. I had ordered an expensive shampoo and when it arrived the top had opened and spilled inside the box. I asked to replace the shampoo. I called and messaged. They have to have an investigation, it's not brain surgery. Either send me another bottle or refund me. Asked to send a label I will send the bottle back. Still nothing. I spend a lot of money on beauty supplies, never will I order from them.

Here to add to my negative experience with Dermstore.

I was sent a product that had turned (serum color change, expanded rubber cap, item opening under pressure).

I reached out to Dermstore's customer service via their messaging portal.

10 messages back and forth and they're STILL asking for the same info. I'm STILL waiting to process an exchange/replacement.

My feedback to Dermstore:

Have your CS rep ask ALL questions in the first message. Having to wait the 2-3 business days they take to respond, only to have them ask more questions is very frustrating.

At this point I am debating filing a chargeback with my bank. While I love their occasional 15% off products that normally don't go on sale elsewhere, the aggravation and grief is not worth it.

Ordered 2 products, a day version and a night version. The pump on the night version bottle didn't work at all. You have to sign in on their website and go through the customer service contact center for all communication each time. I sent photos and description of issue 2x and they finally agreed to send a new bottle. It was the wrong product; they sent the day version. Sent two inquiries after that and they want me to pay to ship it back before they'll send me the correct product. Yesterday's communication, the customer service agent said to send back the bottle at my expense, and she'll refund the postage. I asked to issue a return authorization, and she said they're unable to do that. Once they receive the incorrect bottle back, they'll send the correct product and issue a refund. I don't trust that this will happen and have finally given up on working this out with them. Instead of doing the right thing and sending the correct item and have me return the incorrect item in the same packaging with a return label, I'm the one that has to pay to ship it back and hope that they send the correct item and refund my money. This is not how a company should resolve their own mistake with a customer. I won't buy anything from them again! I also asked to speak with management which they said would take 3-5 days, I never heard from anyone.

Horrible Horrible experience. I order 3 Obaji medical items. All 3 showed up with the individual boxes being unsealed and obviously had been opened before. I contacted Dermstore and asked for a return label. I sent the required pictures of the products. I was told to just throw items away and I would receive a full refund. When I did not get the refund, I was told to send pictures of the items which was impossible because I threw them away as instructed. Now they deny a refund because I cannot produce pictures. This is a fraudulent vendor that sells returned items.I lost of $200

As a test, I bought a few times with smaller orders and had ok experience. They have so many products all aggregated on one site, so for convenience, I decided to do a big order. That was when everything fell apart. I didnt receive my order. When I contacted dermastore, i realized there wasn't any real person to call to discuss about a complicated order situation. I finally got to 'chat' with someone online. The customer support staff did not understand how to help at all. (Most of them barely understood english.) It took many many back and forth and the staff finally seemed to understand. But I still never received my order or got my refund of the order that I never got. This went on for weeks on end and while the incompetence was on its full display, one of the products I really needed went out of stock but none of the many customer support ppl i interacted cared to tell me. I must have gone back and 'chatted' with at least 5 to 6 ppl, each time having to explain the situation from the very beginning and spent an enormous amount of time just to get to the part where all of the staff who do not seem to speak English nor do they have any critical thinking skills, to understand my issue. Many many tries later, i demanded to talk to a manager finally. The company aggregates products but they have no idea how to do fulfillment or customer support! The customer support teams are not trained at all. There is no accountability for any of the support staff. Do not order from them.
Order # *******
Date of experience: February 29,2024

I have been a very good customer to dermstore. When they sent me the wrong product for $39 I asked to return it. Instead we now have a full week of messages back and forth turning a simple return into a research project. Never did they contact me through email. Instead I had to log into my account multiple times to experience the worst customer service I have experienced for high end cosmetic products. Don't bother buying through them. They will disappoint you. Kathleen

They sent me a "not for individual sale" expensive item from a reputable brand. The "sample" status was not listed in the item description. I paid almost $100 for this item. They refuse to take any responsibility. I was a loyal customer for years. Never again. STAY AWAY unless you want shoddy products, horrible customer service and lies. A complete waste of time, too.

I ordered from them spent a lot of money not once but multiple times every time there is a problem with my order either is it's open or I don't get it when it says it should arrive. When I call the customer service is beyond horrible. If you want to save yourself headache and stress don't order from them please. Don't waste your time, money and energy. Their supervisor don't care. They hang up on you and refuse to speak with you. I have wasted 3 days calling about an order that I was supposed to get days before and no one not one single person has helped me. I will never ever order from this terrible place ever again.

I ve bought a 300 dollar product from Dermstore and the pump is not working! 2 weeks now from my complaint and the didn't do nothing! It's absurd!

Dermstore used to be a good company that cared about the customers with that personal touch, now is questionable if their workers even understand when we have an issue, slow to resolve any problems and as long as you are buying their products everything is fine, but try to return anything, and things change fast, I do NOT recommend them, and there's nothing special about purchasing things there, Ulta and other stores like Sephora are just as nice and treat you with the deserved respect every customer deserves in this world, specially when they're spending money on your company. Sincerely. Monica.

Just warning everyone that the quality of the products and the service provided is not the same anymore. I received my expensive skincare items damaged and the sample smashed. I contacted customer service three times. They were extremely rude. Funny how it says they are an "award winning" customer service team on the website. They refused to replace the items. Offered only a 10% discount. This is a Mothers Day gift. I can't give this to my mom looking like THIS! I asked to speak to someone else and was refused. Finally they offered a return label. So that's it. Your options are 10% off damaged items or return them and have nothing. How about just replacing the items that THEY damaged due to poor packaging. And I'm sorry but a 10% discount is not sufficient for the way these items look. I have photos. And I submitted them twice to customer service. There is no other way of contacting anyone else to address your complaint. You just keep getting routed back to their customer service company abroad It you don't want to spend time out of your day fighting customer service and being extremely frustrated then I suggest you order elsewhere. For example Blue Mercury still has exceptional customer service or your local medspa carries many of these products and both these options have seasonal sales as well

I went to make a pricey purchase. Throughout the time I was sent incentives. First 15% off my total if I give them my email and text information. I did and I received nothing. Next I get offered a gift valued at $190 if I download their app and make a purchase. I did. Upon checking out I received none of all these things that were promised. I called there customer service. The woman was flat and truly bored, showing no interest in this difficulty I was having. She said if the gift is not there then they're out of them. I
Asked When will there be available? She replied l have no answer for you. Our giving a first time?I asked to speak to a supervisor, she replied there's none available. Of course not. I asked her when her supervisor would be available, She said maybe in an hour or so you can call back. I asked if the Supervisor could call me back rather than go through this whole thing again. She replied no.This company is not allowed to call a customer under any condition. That is so silly and ridiculous.I will never do business with them.I'm so glad I didn't follow through with the purchase!

Dermstore sells items they don't actually have in stock and take payment. Then when you inquire about the items that haven't been shipped, they tell you it's out of stock but that they don't collect payment until it's shipped. This of course is NOT true. Then they say, they'll initiate a refund. But I didn't get an email with a status change on my order, or an email saying I'm getting a refund. I disputed the charge and have screenshots of the chat with their rep to back up the chain of events. By the way this wasn't a 50 dollar order, it was 322 dollars they charged, and just hung on to until I took action.

This store is a fraud - expired products, promise of refund, customer service run-around. Do not shop here!

I ordered a product as a present for my cousin, a month later multiple emails, forms, chats and it's still not arrived. Avoid at all costs.