Been hung up on 3 times, all tracking given are fake tracking numbers - they simply say 'we can't help you' My money has been taken w/ no product. I have used them once before and they were good as far as delivery, (I had not delt with their customer service yet) but this last time was AWFUL and given from recent reviews I have read, I am not the only one paying for items and not receiving them. I ordered $500+ worth of items received confirmation of order then waited on the 'shipped' confirmation e-mail. Instead 4 days later I get an e-mail asking me to confirm my billing and shipping address. Which I had clearly already given them during check out. They said if I did not respond within 48 HRS, the order would be canceled - I responded but then realized it was after the 48 hr window, so I logged onto my account and the order was canceled - checked my bank, I was not charged - no big deal I simply re-ordered the items. Checking a few days later - they processed BOTH orders, one says it shipped - but has NO tracking and the second one had a FAKE UPS tracking number, because I put it in the UPS tracking site and it was not a proper tracking number. Then for the first order the lady on the phone gave me a USPS tracking which ALSO was not a valid tracking number. ALSO, I paid EXTRA for 2 day shipping, with the understanding there may be a day or so delay due to Covid, now their site says my package will arrive over two weeks later (16 DAYS Later) - but still both have no valid UPS or USPS tracking, this is just what their personal site says. When I called customer service, one of the ladies told me that I just had to wait, even if I had no tracking, that they could do nothing - but thing is I was not going to be at the shipment delivery location 16 days out, then she pretended to not hear me anymore and told me I had to wait and hung up. Second lady said the same thing, gave me a BOGUS USPS number, then I asked to speak to a manager and she said 'sure one moment' and HUNG UP ON ME. I was polite to both ladies, only time I got heated was with the second lady who said it was out of her control and not to be mad at her. Needless to say I am not the only person who is having this issue with Dermstore - JUST READ RECENT REVIEWS on any site. This company is going down hill. I will be pressing charges if I do not get an answer or items that I have sent money for and I will NOT be returning to this site unless they get rid of their awful and caddy set of customer service reps AND fix their shipping process.

I have made two separate purchases on Dermstore now and am extremely iffy about them. Yes, they have good sales and "free shipping and returns," however, if you return something using their free return label, they only give you a store credit. If you want a refund, you have to pay for the shipping yourself. And they have the most horrible practice of (what THEY even refer to) as "upselling." After you complete your purchase, a pop-up comes on and they offer you a reduced price on something that is "a special promotion after you have checked out on our website." They make it seem as though your purchase has been completed, but if you click "Yes" on this offer (thinking it would go into your cart for a future purchase), it automatically adds it to your just-completed order and charges you for it. They did this to me and I attempted to contact customer service immediately to cancel it before it shipped (as they tell you to do), but not surprisingly, my order was shipped before I could get in contact with them. Suspiciously fast, too - within a few hours (which I highly doubt actually happened without them seeing my message).
It's been 2 days now and customer service still hasn't contacted ME, so I got online to chat with a representative (strangely one that is personally named in a really bad review on this page). She wasn't rude to me like the other reviewer, but I told her that the product they pushed on me was supposed to come with a free gift with purchase and since they charged me for it, I wanted my gift. She told me that since the promotion was already such a good deal, it wasn't eligible for a GWP. I asked her to show me where it says that because there were no restrictions listed anywhere. She LITERALLY said this to me: "It doesn't say it anywhere, which is why I am informing you now." SERIOUSLY? They could really get into actual trouble for such deceptive practices - and they SHOULD. But they obviously don't care.
She told me that she would go ahead and start a return process for the item for me so it would be faster when they received it, and I pointed out that because of their policy, I would have to pay for shipping. Now to her credit - she DID email me a return label (without me asking) so I wouldn't have to pay for it and would get my money actually refunded. We'll see if that happens - which is why I saved the chat transcript if they try to store credit me.
Like I said - I'm iffy about them. They do have a LOT of nice products and good sales on things that normally don't ever go on sale, but they do say that some companies don't let them give the discount on their products, so the sales don't include everything. Overall, I don't think they're a really bad company (and so far their customer service is still WAY better than Sephora's), but if you order from them, just be VERY careful what you click on.

According to Elta MD Dermstore is not an authorized dealer and obtains their products illegally.