DermstoreReviews 490

Product never arrived. I asked to have it shipped with expedited delivery after I waited for a week and an half and they would not. Would not let me talk to a supervisor I asked where they were located and they lied about being in Utah. I called back like 5 times and every rep had an accent and lied that they were in the US. they don't care that I have had a bad experience with them. Would never subscribe to this company. Don't waste your time and money. Find another more reputable company. I have a feeling it's going to be a nightmare getting my money back.

Offered a promotion that showed in the cart for a free $100 eye cream. After I placed the order, the eye cream disappeared and contacted customer service. Had photos showing the promotion applied. Sent multiple messages to customer service and they would not honor the promotion. Not a trustworthy site and very poor customer service

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 made an order in Nov 2023 which was supposed to be delivered 30 of Nov. I did not get the package. I checked the tracking website and clearly, it was left in front of another home. I shared a picture with customer service (Dec 26th). After several back and forth asking me to fill out the form, on Jan 10th they responded: "The completed disclaimer form has now been sent to the courier to continue their internal investigations. They have advised that we should receive an update soon."
I waited a month and no update. Today I contacted them again (through chat) and the agent asked me to go through the form AGAIN! I gave up. It does not seem they have any plan to do anything about the missing box (which is worth $192).
I requested a dispute through my bank and I'm going to order the package from somewhere else. I was so patient with them and did not receive good customer support.

I've spoke to 7 "agents" about an undelivered package. Every time was promised a follow-up within 24-48 hours - haven't heard back once. Joke of a company.

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 shopped from this site for over a year until I discovered many of their products are expired. They say--but WON'T let you return your product. Their customer service is ridiculous--they can't communicate and you can't reach anyone at their customer service no. This company is a fraud. Don't waste your money here.

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.

I placed an order for a $198 skincare product with Dermstore, using the address I have lived at for 11 years. The order never came. I contacted Dermstore, and was told they delivered to another address, which I had never heard of and never entered. It is about half a mile from my place, and I went to the apartment building, and the apt number on the address they told me they made the delivery to didn't even exist. I contacted Dermstore numerous times, via email, App messaging, and phone. I explained the situation, and asked for a refund or to be sent a replacement. Over and over, the people I corresponded with were absolutely unhelpful, and said there was nothing they can do. I will never order from this store again, and I advise everyone to avoid it. Zero stars

I started using Dermstore about 10 years ago and in the beginning it was a great company where I could get products I needed at a competitive price. About 4 or 5 years ago they re-designed the accounts page online and it ended up erasing all the history of my orders. The new design was not better than the old, infact less user friendly. From that point forward I was not purchasing as much from the company as I found my products were available on multiple platforms. I still subscribe to Dermstore emails and this year during black Friday sales in November, they had a good offer so I placed an order. I ordered Nov. 21st and did not receive the package until Dec. 2nd. Normally they ship quickly and it arrives fast. Not this time and that was the first problem. But I put that aside as a one off. Then I opened the package to discover one of the items (a conditioning hair spray) was not even remotely protected. It was just thrown in the box and it had leaked all over. The outside bottle was sticky and had black spots on it. I immediately called dermstore to be refunded for the damaged item. I chose not to have it replaced since I did not have confidence the item would arrive promptly or be shipped securely. But it gets worse. Their customer service is in India even though the phone number listed to call is in the US (and says Odgen, UT). That was red flag #2. The third and worst part of this whole experience is that I was sent an email on Dec. 4th confirming they would refund me for the damaged product, but no refund ever showed up on my credit card statement. I called once again today (Jan. 2nd) to find out why they never issued a refund and all I got was the last person never did it. No explanation as to why. No immediate remedy. Just, we will go ahead and request the refund and it will show up 3-5 business days. This is UNACCEPTABLE. It will be well over a month, if I ever actually do get the refund. It's not alot of money, but it's the principle. If this is how customers are treated, I will never, ever do business with this company again. They lost a long time customer today. May this be a warning to others who chose to use this company.

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.

I ordered products that caused burning of my skin and eyes. They required lot numbers, which I provided, they wanted expiration dates that were not on the products, then they wanted pictures of the reaction. Not sure how to photograph burning of skin and eyes. Overall a very poor experience. I do not recommend this company. Buyer beware

Break out your calculator and review the order pricing especially if you're using discount codes. The Black Friday discount in my cart and checkout before entering my credit card info was not applied. Long story short they tried to charge me more than the cost according to the order summary breakdown. Also, if you make a return they don't credit back your credit card … they give you a store credit that will expire if you forget about it and don't use it.

"In stock" items don't show up.
NO customer service to report to that you can hear, understand or get any kind of service from.
When you request a refund for the very expensive product you never received they refuse.
Fraudulent is the only way I can describe Dermstore.

I bought an IS clincal serum which is not cheap. When i opened my bottle, it exploded. I am no stranger to this product so it was either stored in the wrong temp, or i dont know. I am not the brains behind the product, but i emailed dermstore with pics of what it did. I probably lost about 20$ worth of product just from opening up the bottle and they completely ignored my email. That is poor customer service! I will not give my business to companies that don't care about the end user once they got their money.