DermstoreReviews 133

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.

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

Update: After 1.5 months of no refund from Dermstore, despite three attempts to get a refund from Dermstore itself, I opened a dispute with them on Paypal. Almost two weeks later, Dermstore issued a refund. I don't think they would have if it hadn't been for Paypal contacting them.

Original review:
On January 25,2024, I placed an order with Dermstore. Later that day, I received an email stating my order had been placed with Pandion Pro and they would let me know when my order was out for delivery. Then, nothing. After a week, I tracked my order using the tracking number in the latest email. Apparently, my order made it all the way to my city in just two days and was then "lost in post", according to tracking. I have since called Dermstore once and used the live chat twice, to request a refund. The first time, I got no confirmation of the refund. The second time, I got an email stating my refund request was processed, and it would take 3-5 business days to get the refund. Fourteen business days later, I still didn't have a refund. I used the live chat again and was told my previous refund request had never been made, but she stated she made it for me this time. I got no email confirmation of this. I don't think I will ever see my $508 again.

I have been using Dermstore for many years and have not had an issue until now. I canceled an auto replenishment and confirmed it was canceled and no order would be shipped, however, I was charged for the product. After spending over an hour on text chat this morning, Falicity Ndiyane, the agent I have been dealing with all morning refuses to credit my account. I have screenshots of the previous encounter confirming from the agent, Ayanda, the subscription was canceled and would not ship. I am a travel nurse and use Dermstore often as it's very convenient and works well with my lifestyle. Unfortunately, after this awful experience dealing with Falicity Ndiyane and her terrible customer service skills, I will look for other options to ship all my hair skincare needs.

I never received my product and I immediately contacted them and did everything they asked. I sent several inquiries, made several calls, and chatted with at least 4 different live agents. I even spoke with a manager who told me to just keep waiting for feedback as if I hadn't already waited for almost a month for some kind of feedback. They simply do not care.

I ordered the 1.0 fl oz of the Peter Thomas Roth Instant FirmX Eye Deluxe product and I was sent sent a 'Sample' size of 0.17 fl oz. I called customer service (overseas call center) and they told me the order shows 1.0 oz - but in SMALL print the description says 0.17 oz. HOWEVER, the shipped order shows 1.0oz. She offered me a $10 credit for Dermstore and I refused. She was kind enough to give me a full refund.

This is a total 'Bait & Switch' scam from Dermstore! I've seen it before and one of the MAIN reasons I order anything from Amazon only. I really want to directly support smaller stores but this is always the deterrent.

A simple return has turned into a 2 week investigation. This is the second time I've had this experience- there is no automated system to get a return approved, so you have to wait for approval after rounds and rounds of questions. It feels like part of some scam so they don't actually have to deal with returns. Never again.

I paid for a product and never received it. I've been trying to get resolution since 11/17 and they have been unhelpful and have not produced any confirmation of delivery. DO NOT BUY FROM THIS COMPANY.

My partner and I have been frequent customers of Dermstore, drawn by the affordability of their products. However, our recent experience was marred by a glitch in their online system. Despite having my address preset in their system through my account, a product I ordered was sent to another address. When I requested a resend to the correct address, I was informed that they don't resend items for incorrect addresses. This was particularly frustrating, as accounts are created with the expectation of facilitating secure and efficient transactions. Unfortunately, in this instance, the system glitch led to a significant financial loss for me, and I am disappointed that Dermstore did not take responsibility for the issue. We won't be purchasing further product through their site. If you do, I strongly recommend contacting them after your order to confirm the order and order details as their skincare lines they sell are expensive.

Been trying to get in touch with them about two orders that won't get delivered to my home. I live on a military post and only certain carriers can deliver. Lasership and Pandion can't. Pandion marked an order as delivered and the picture shows it not at my house but at a random gate that no one can get too or get access to the package. Of course, no one from DermStore can get back to me after 4 days. It's super poor customer service and no way to treat customers.
They sent me a canned response about canceling the order. I didn't ask about canceling. I asked about why no one has gotten back to me about the two carriers who won't be able to deliver. I have already filed a dispute with my credit card company. Very much don't recommend DermStore, Lasership, or Pandion after this.

They will only take returns if the product has NOT been opened!
So if you order some expensive product and it is not to your liking after you try it, too bad!

I ordered a few pricey products back in mid August. They sent me completely incorrect products. Obviously someone else's order. They would not refund my money or send the correct products until I returned what they mistakenly sent me. It took 3 emails and a phone call to get this sorted and get a proper prepaid mailing label. I had to drive to the post office, drop it off, and get a receipt (FOR THEIR MISTAKE). Weeks later, nothing. I check the tracking, it has been received. I follow up, sending them the mailing receipt with the tracking number and the screenshot from USPS that it was delivered two weeks ago. Get a response of "We don't have a record of it, so we have to wait two more weeks..." More emails/phone calls. They still will not refund my money or ship the product until they "work with the warehouse." They made a mistake and will not fix it, and I'm out $250! I am going to have to dispute the charge with my credit card company. So much time and energy invested in THEIR MISTAKE. They absolutely do not value their customers.

I love the dermstore tinted sunscreen sample my daughter gave me, so I bought some from dermstore - 2 larger tubes for $35 each and one small tube for $13. The sunscreen arrived on August 29,2023. The 2 larger tubes have an expiration date of 09/23! The smaller one had a date of 01/24. After many phone calls, jumping through hoops, sending photos, reading the batch number to customer service members, I was told to expect a refund. I received a refund for the smaller tube, but not the 2 larger ones which expired within days of receiving them! I now see that others have had a similar experience with dermstore.

Made my first purchase on the DermStore website on 8/7 for almost $300. Package received and one item was missing from the box. The package was not damaged and it was clear the item has just been left out. Reached out online and they said they turned it over to their investigation team. Had not received a response so followed up this week. Received this email this morning...

Our new message from our Customer Care Team:

Hello,

Your account has been reviewed by our investigations team.
All of our warehouses are equipped with CCTV technology.
Confirming no damage to the parcel,
Unfortunately, we are unable to offer a refund or replacement at this time.
We have now closed your account and we will not be accepting any further orders from you.
We apologise for any inconvenience this may have caused.

Kind regards,
Dermstore

So now I am out over $100 for an item I never received and have no way to respond to the email. They have completely wiped my account. I will be disputing the charge with Amex but this is ridiculous and the worst customer service.

There are too many other online retailers to do with a company that will take your money and offer no resolve!

Beware of Dermstore. Received 1 out of 4 items ordered - Dermstore denies claim for the missing items.
I ordered 4 items from Dermstore in June when they had 15% off SkinCeuticals. I only wanted SkinCeuticals Triple Lipid Restore (net cost $136) but decided to order 2 additional SkinCeuticals products (totaling $119) and a Jame iredale product ($24) since they were offering a 15% discount.

I received one very small box with one product - a SkinCeuticals Lip Repair which had a cost of $42 - with one very small piece of brown packing paper - no packing list - that was it. I thought the other three products must be coming in a separate box as each product had a shipping number listed. Nope, it ends up all four products should have been in the same box.

I filed an enquiry with Dermstore with a photo of the box and contents and here is their response:

Your account has been reviewed by our investigations team.
Following the information you have provided, we have reviewed the CCTV footage of the packing of your order.
The footage shows that the parcel was correctly packed on this occasion.
Unfortunately, we are unable to offer a refund or replacement at this time.
We have now closed your account and we will not be accepting any further orders from you.

Well, I'm not sure what happened after the CCTV footage, but I DID NOT RECEIVE 3 ITEMS COSTING $237. Did the order tip over? Did someone take the items before shipping? Put in the wrong box? I have no idea what happened, but I did not receive the items.
I have filed a claim with my credit card company and hoping they will honor the claim - my only claim in probably 30 years of banking with the credit card company.
Just need to rant and also warn others. Beware of Dermstore. I have since found many other negative reviews of Dermstore - wish I had looked before ordering.

My recent shopping experience left me disappointed. I had placed an order with the expectation of receiving two free gifts as advertised on their website. However, upon reaching out to their customer service about the missing gifts, I was informed that the promotion had not been applied to my order during the purchase process, and they were unable to fulfill it.

What aggravated the situation was the fact that the advertisement for the free gifts was still visible on their site even after I had made my purchase. Despite engaging in multiple discussions with their customer service and expressing my frustration, they offered me only a $10 credit for my $171 purchase. Respectfully, I declined this offer, as all I wanted was for them to honor their advertised promotion.

This entire experience has left me feeling unsatisfied and disheartened. In my opinion, companies should stand by their advertised promises to ensure a positive customer experience. During my discussions with their customer service, it became apparent that the issue stemmed from a technicality in their system or process, which prevented the free gift promotion from being applied to my order. While I understand that technical glitches can occur, I firmly believe that such issues should not negatively impact the overall customer experience.

As a customer, I expect a seamless and hassle-free shopping process, especially when a company advertises a promotion. It is their responsibility to ensure that such promotions are properly implemented and honored for all eligible customers. Regardless of any underlying technical difficulties, companies should promptly rectify such situations and provide customers with the benefits they were promised.

In this particular case, the offered $10 credit fell short of being a satisfactory resolution, as it did not address the primary concern of honoring the advertised promotion. I believe the company's response should have been focused on finding a more suitable solution to fulfill their commitment and maintain customer satisfaction.

In essence, while technicalities in systems and processes can occasionally arise, they should never be allowed to compromise the customer experience or overshadow the fulfillment of advertised promises. Companies should prioritize resolving such issues promptly and fairly to preserve trust and loyalty among their customers.

I can't stress this enough, most frustrating customer service I've ever dealt with. I order two Elta MD tinted sunscreens, tried one, and realized it goes on VERY, very orange. So I messaged their customer service asking to return the unopened one, they said yes. They also said they would refund the opened one. Amazing! So I ship the unopened one and wait for refunds. None come. I message customer service, and they tell me only the returned one will be refunded. Even when I said to read my old chat with the other agent, they said they wouldn't refund the opened one EVEN THOUGH THEY SAID THEY WOULD! So I messaged another agent, they said they'd refund it but I had to send in all of this information on the product, I messaged back another day (mind you, you never get the same agent and they always leave you waiting), and by this point I had received a partial refund. They told me they had refunded the opened one, and they would refund the returned one once they got it. Great! Two weeks after the returned one made it there, still no refund. I message them, and they say, oh no we refunded only the returned one, send in the information again. So I give up lol, absolutely not worth the hassle.

Do not buy from here. Misleading customer service support, items are not delivered in time and they don't help you out. They don't care about customers.