Hebron, KY 41048, USA
I've been ordering from Dermstore for around 5 years, and I've always been completely satisfied. The site is owned by Target, and is therefore among the safe online sites for buying brands such as SkinMedica and SkinCeuticals. Huge selection of skincare hard to find items, no counterfeits here. They offer options to buy an item once or to buy it on a subscription basis, so make sure you select the right button.
This is the very WORST beauty company I have ever dealt with. They are completely run by robo emails and robo phone customer service. For three weeks I have been trying to cancel an order after not being able to contact a human being. Unfortunately I ordered on PayPal and even tho order is pending there is not an option to cancel and it says "authorization" but I am spinning wheels here. DO NOT USE THIS COMPANY..if you have one problem with them they do not have a staff to resolve problems.
Placed one order and and automatically got put on a reorder subscription. Continued charges on credit card until I replaced card. Deceptive company with no customer service to contact.. do not be fooled! Phone calls are sent to a automated system then never puts you through to a live person. Return emails and live chats do not function.
It is very likely that my debit card data was stolen from this companies database. I receivced a fraudlant charge that appeared to be from them or an affiliate. The phone number related to the charge was a fake Verizon cell phone. I sent Dermstore a message via live chat and also took the time to call them to explain. They told me that is it impossible that anyone could get access to their system. LOL. You be the judge of that. Even big companies can be hacked. Nevertheless, I will not be ordering from Dermstore again since they would not recognize my situation. Just excuses from them.
I placed an order February 14th for 2 Harry Josh brushes (they HAD A PROMO running) waited and waited and wondered why the order had not arrived. Logged on only to find out that my order was cancelled. Called the CS line with ZERO luck - held on for 40 minutes! Used the Live Chat service and connected with April who pretty much swore they sent me an email. I RECEIVED NO EMAIL stating my order was getting cancelled. She then told me to place another order and I mentioned I ordered this during a 20% off promotion - she told me there is no promotion on my order!!!! Went back and looked an lo and behold yes, there is 20% off my order. She tried to appease me by offering 15% off AFTER I ASKED FOR IT for all the hassles I was going through!!! I am extremely frustrated about this - how does this company stay in business??? There are so many bad reviews about your company. I am also waiting for a refund on an item FedEx states they have signed for and received!!!!
I was trying to order few items ($100 +) from this site. The transaction didn't go through and they sent an confirmation email saying that the transaction didn't go through due to payment issues. I realized that I had input my card number wrongly. Created another dermstore account and ordered the items successfully. A week later they have now sent an email saying order is successful. I don't want another set of my order. Called and waited over 2 hrs in their customer service line several times. Their customer service number is a joke. HOW COULD THEY CHARGE MY CARD WITHOUT MY AUTHORIZATION is what concerns me. THIS COMPANY IS A BIG FRAUD.
Its been a week!they havent re-ship my correct order yet!they always tell you need to wait stock check!and the stock check need to take 24~48hours!and its more than 48hours ,they still say you have to wait until stock check done,now I believe why so many customer complaints about they got wrong item,cause it happened to me,until now,still waiting,couldnt do anything
I just called customer service,I dont even know how many days i will need to wait they ship out the correct item no offense,I will not recommend this website to my friends,cause they will not solve the mistakes they made,just let you keep waiting long time, and I dont know will they ship correct item or wrong item again
After buying a hair blower for $199. It was reduced the next day to $169.00 and I cannot reach customer service to resolve this issue Sent 4 emails and repeated calls to 800 # which is never answered
I have ordered from dermstore the last time. Too frequently I receive inaccurate orders with the completely wrong items shipped. And, attempting to resolve bad shipments is a pain since when you call customer service you have to wait on the phone for a long time just to resolve these issues. Shop elsewhere, its a waste of your time to shop on this site.
The product came partially opened and now they send daily sales emails although I have requested many times to be removed. I get marketing pop-up videos from dermstore as well. Were there an option of less than 1 star- I would have chosen it.
Trying to return the "free return" which is now going to cost money because they left out the words "free with store credit." Trying to get help because the label will not print - no print option - and I've been waiting 20 minutes for someone to help me.
I will NEVER BUY HERE AGAIN.
It's literally impossible to get anyone on the phone or on chat for customer service. Not exaggerating.
I've been really ripped off by this stupid company due to them not correctly cancelling the Autoshop service on my account. I never received that order so when I tried to work it out with customer service, they offered ZERO help and claimed unless they have the product returned, they will not refund me or help me in any way. Ridiculous. Not a customer satisfaction-centric company by any means and terrible terms. Never ever shopping there and making sure I steer other people away from them
It took over a month to receive the order but they charged my CC immediately. I called to cancel and the told me it would be canceled and the products showed not shipped yet but still havent received a refund. Those 5 star reviews are fake. Do your homework before ordering.
Their products are delivered timely: however, compare buying product locally first.
Medica TNS Essential Serum was $100 cheaper from a local Dr.'s office.
I was excited for my first order from Dermstore which was cheaper than Sephora. No issues. The second order (I noticed after about 10 days didn't arrive so I checked the tracking number and it said it had been delivered...in another state!!) Talked to customer service. Girl was snotty and finally agreed I didn't receive the item. Had it reshipped, got it 2 weeks later (so almost a month after original order). Decided to give them one more try. Ordered products 2 weeks ago, tracking shows order in limbo....they said I have to wait a few more days to make sure that the lost item shows up. Ridiculous. Won't shop there again!!
I placed an order over a week ago, never received a conf #, email, nothing called Dermstore waited on hold for ever , emailed them , never got a response,, finally got someone and said my order was never placed , so I reordered on the phone and again no conf # etc,,,tried to track my order said theres no order , but my credit card had been charged and I think Ive been charged twice and once again I called was on hold forever , emailed them again and nothing , worst online experience ever , they must be paying the YouTube influencers to promote them because they rave about Dermstore and my experience had been HORRIBLE
Do NOT order from Dermstore, and expect great customer service, fast shipping, or a good buy. I placed an order on Black Friday, and still didn't receive my order in time for Christmas! I received an email December 7th saying my order FINALLY shipped. What a lie. Even though my credit card was charged in full, my order NEVER shipped. After sending an email inquiry requesting a tracking number, or confirmation it shipped, I received DAILY 'automated' emails, explaining how they were so busy at this time of year, and IF the matter I was inquiring about was resolved, to 'cancel' the email inquiry. Not once did anyone from customer service even look at my email or respond. Finally the day AFTER Christmas, I received an email THANKING ME FOR MY NEW ORDER, and advising me that my credit card had been charged for $20 plus dollars more than previously. Seriously??? I finally CALLED customer service. I requested to speak with a supervisor. The CS reps can't patch calls thru to a supervisor. No, they will take your phone number, and have customer service call you back! Surprise, surprise, that never happened! I would NEVER recommend Dermstore, and I would NEVER shop on their website again. The absolute WORST online shopping experience I have ever had! THE WORST!!!
Recently tried Dermstore on a friends recommendation. It's been the worst experience I've had with an online store. This is the first time I've gone out of my way to write a review about an online merchant because I believe people should know how challenging it has been to work with this store. I'll briefly outline the concerns
4 weeks later, do not have my products, was hoping to receive them before Christmas so ordered in November.
3 weeks into the order, could not access my account settings to cancel
3 weeks into the order, could not contact anyone by phone. Waited 20 minutes on several attempts
3 weeks into the order, emailed store. They replied with 'we're very busy, someone will reply eventually.'
3 weeks into the order, supposedly they mailed package, unable to track as USPS never received the order.
4 weeks into the order, they NEVER replied
4 weeks into the order, filed complaint with PayPal. They finally reply but can do nothing to help except wait to see if I receive the package in several weeks. It's Christmas, I don't have several weeks!!
It was have been great if they had at least sent me an email at the beginning of December that they would not arrive until AFTER Christmas. However, all they said was that it may be slightly delayed. That's understandable, except that 100% of other vendors I ordered from during this time actually sent their orders.
Made an online order which was taking a long time to be sent, this order had a 20% off coupon. Checked some days after and noticed some items were out of stock. Cancelled those items so that the rest would be sent asap, but noticed that my 20% off coupon was removed... So I cancelled the whole order online and made a different one with a 15% coupon. I didn't want to do any of this online but on the phone. However, I waited for 30 minutes only to be hanged up. I waited for another 15 minutes afterwards but got tired of waiting on the phone, so I cancelled the order online.
Two days after I cancelled I noticed that the first order shipped! And of course, my credit card was charged. I made two attempts to reach them via phone and someone finally picked up. This customer service representative flat out told me that she didn't see any attempt on my side to cancel the order online and there was nothing she could do to cancel it since it had already shipped. After "rechecking" she said she found a way to cancel the order. A little later that afternoon I noticed that the order was still marked as completed and not cancelled like she said, so I made another call. This time I was helped by someone else who told me that the order couldn't have been cancelled since it had already shipped. I told her what happened earlier and she asked me for the previous customer service representative's name. She put me on hold and went to talk to her. After a while she returned and said that the other customer service representative had told her that she told me that I should handle the cancel myself (what??). Not only was she flat out rude but also lied about our previous call. Jeez.
Anyways, this new customer service rep told me that she would sent me a prepaid shipping label to return the items once they got to me...
About a week later I noticed that the new order hadn't been shipped so I went online to look it up and it said that it was cancelled (!). So what the first customer service rep did was cancel my new order! This is the most incompetent and ill-mannered customer service representative I have ever had to deal with. I decided to get the items from Amazon instead.
Oh, did I mention I also try to reach them via e-mail? They took 2 weeks to reply to me that "They were very busy assisting other customers, we will try to get back to you as soon as possible".
I have since gotten the package and dropped it at USPS but I'm upset that I now have to track the package, make sure it gets to their return center and make sure I get my refund...
I had to pay for shipping for a retu, after callng Derm Store and waiting on hold for over 45 min. Harold, not a very friendly customer service.I did not get a return label because they said I wasn't using the right browser. I paid $10.05 to return and only got a RMA #.They owe me $169.00 plus shipping!
My order arrived weeks late and I got the wrong product! They make it impossible
to get a refund, including not answering their phone. They are horrible,
terrible customer service, they don't answer email, their live chat doesn't work, it's a 30 minute wait for a phone call, and if you get thru, they can't answer a question, or it's too late to cancel, but you can send it back, for a FEE, good scam they have going, don't order from them
I used to get 2-day free delivery. Then that slowed down. Last time, I ordered in late November, and package still hasn't arrived, and it's December 7. I called and after being on hold for over ten minutes, got a representative. She gave me a tracking number and said it wouldn't be here until December 12.
Still, products are always of good quality and condition, and seem totally authentic.
Another problem, though, is that I've returned a few items, though not recently. I had to call and get an RMA number. Then, I had a return that was mysteriously "lost." After that I got package tracking from USPS. Two orders were "lost" again but miraculously found when I gave them the tracking number and proof of their receipt by USPS.
So now, I only order products I know I want need to return. And with this recent shipping delay, I probably won't order from them again.
Beware that the customer service is awful. I ordered a hair dryer from them on Black Friday. Last week a package was delivered. There was just one problem - they forgot to put the hair dryer in.! What I received was a comb and three hair clips (which I did not order, and I guess was meant to accompany the dryer as a freebie). I called them and after a half hour on hold finally spoke to someone and was told it would be sent out again. I asked for expedited shipping since they screwed up the order. I am still waiting for the delivery after five days. Yesterday I called again and was told the package had been sent out, however, the tracking information shows that the shipper has still not received the item. USPS currently awaiting package. So much for expedited shipping. I will never again purchase anything from the Dermstore. I think their Christmas elves have been drinking too much liquor laced egg nog.
I wish I have read reviews before I had ordered from their website. I placed an order for an item and never received item 1 month later. When I try to track the item it says USPS is currently awaiting for item. I emailed them about my concern and it took awhile for them to re-issue me another item with another tracking number. Till now I have the same issue about USPS has not received item yet. Customer service is so slow everytime I email them it takes days or even a week for a reply. When I do get a reply, they never seem to address the issue about why my item has not arrived. Very disappointed and highly do NOT recommend this website unless you want your money to be stolen.
I now have to call the back to explain my issue with them.
Customer Questions & Answers
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No! According to Elta MD this store is not an authorized dealer and obtain their products illegally.
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Hi Matthew, we are happy to confirm, we are not a scam. There may have been a lag with the order confirmation, or if paid with Paypal the confirmation may ave been sent to the email address associated with your Paypal email if its different then the email address provided on the order. Also if your email address is a Gmail address it would have been sent to you promotions folder. We truly apologize for any inconvenience this may have caused.
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Hello Patricia, At Dermstore we strive to provide our customers with the best service possible however, sometimes we have not been able to achieve that, but we are constantly learning from our mistakes and getting better every day. I would love it if you could give us a chance to show you just how great our shopping and customer experience can be. Feel free to contact me directly via email at email@example.com or any of our customer service team members at 1.800.213.3376. Best, René Cervino Sr. Customer Service Manager Dermstore
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DermStore is an authorized retailer for every one of the brands that we sell on our site. We get all of the products directly from the vendor/manufacturer. DermStore would never intentionally sell an expired product to our customers.
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About DermStore (from the business)
• We have over 100,000 product reviews from real customers…and counting!
• We offer free shipping on all orders all the time
• We give you free samples with every order
• DermStore is a 8 year Bizrate Circle of Excellence Award Winner for Customer Satisfaction
• We have licensed estheticians on staff reviewing products and personally answering questions submitted by our customers
• DermStore was founded by a Board Certified Dermatologist
• We only sell products that are 100% authorized by the brands we carry, which means they are real, safe, in code and certified by the manufacturer!
• 24/7 Customer Service
Since its launch in 1999, DermStore has grown to offer a range of more than 700 skin care and cosmetic brands, including 26,000 individual products. This, in addition to offering over 100,000 product reviews, along with expert advice and esthetician recommended regimens, makes it no wonder that DermStore has become a leader in luxury skin care and cosmetics online. DermStore's product offering consists of brands with physician-strength formulas otherwise only available through a doctor's or surgeon's office, widely available quality drugstore brands, exclusive spa care lines, salon-grade brands, and difficult to find niche and specialty brands from around the world.
Free Shipping on All Orders All The Time – At DermStore we pride ourselves in offering our customers free shipping on every order with no minimum purchase 365 days a year!
Samples Samples Samples – At DermStore we include free samples of customer favorites and best-selling products because we want our customers to be able to try new products before they buy