DermstoreReviews 490

You can apply your rewards over and over and they will remove them after checkout. Their customer service is slow to respond and shows little regard for their poor systems.

The experience was horrible. I placed an order for 375$ after I created personal account. After receiving confirmation email I checked my order status, but the order disappears. In several days I received an email that the order was delivered. However, I was unable to locate my order. I opened a trouble ticket. In order to file a problem, I had to fill in the form with 8 items description. After I send the form to the customer service, I got a message that there are no order associated with my account. After I tried to use an iMessage channel to contact customer support, I was asked 3 TIMES to give the order number and my personal data. Thus, that was the worst customer experience I have ever had.

In a week after I was unable to locate my order, I called to Dermstore customer service. It looked like operators are not trained properly since they do not listen to me. It looked like an operator was reading a written prompt without listening to me. I requested a supervisor. He informed me that Dermstore conducted investigation and arrived to a conclusion that the order was delivered and closed my trouble ticket WITHOUT informing me and disabled my personal account! Can anyone imagine, that Dermstore customer service supervisor suggested to me to look for my purchase in front of my neighbors' doors! It took me a half an hour to get a photo picture of the wrong door and the wrong street! Horrible experience! Never purchase anything from Dermstote!

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!

They sent broken unit. In all my years using pump products I have never had a broken unit. I have been using tns skin medica advanced for many years. In my opinion their Derm Store Customer service is beyond terrible. Their chat is useless. Their phone service also useless it seems that they are trying to hide-make it impossible to return or find a solution. When searching for my order on their site my order number—could not be found—the free useless gift they claim is worth $25 is what shows when you attempt to return. Lots of computer gibberish. Then after many attempts —and demands —and I mean much time wasted—they finally put a message on my account on-line-that want me to waste more of my time to take a video. Pump doesn't work-customer doesn't work…buyer beware!

I placed an order of over $500 and received an empty box (ok - it had a small sample in it) but none of the items I ordered. Now they are arguing with me about a refund and they're being cagey. DO NOT ORDER FROM THIS COMPANY!

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.

The quality of what I ordered was trouble, bad customer service! Will not be ordering from this company again!

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!

I should have read these reviews - Ordered a product, company left it out on the floor, stolen, and no replacement being offered. This would not happen with any other company. They should replace no Q's asked but instead I am waiting for an investigation to complete. I have no faith in getting my product so I am disputing my charge. Stay far far away.

Bought a roller serum but it arrived dry and there was no product inside AT ALL. I had been more than generous with my patience with them. I went to their help center multiple times (twice via messaging, 4 times by call) and each time i was told their quality team was on it. I had even sent photos and videos to their email as requested and told to wait 3-5 business days but it wasn't even opened! This whole process took the better part of 2 months of back and forth before i finally disputed with my bank to get my money back. This whole process had 0 communication until i did so and suddenly they email me saying they would refund me for it and if i could cancel my dispute with the bank! Very very shady! If you are dealing with the help center, you honestly should just skip the whole thing and dispute with your bank.

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.

Order an eye more than a week ago. The cream arrived dry. I called customer service and they told me I had to file a complaint with quality, that was the only thing they could do, was by filing the complaint. I filed the complaint and they told 3-5 days I would get a response. It's been a week with no response or phone call to either give me a refund or send me another cream. I will never purchase again *******@dermstore. Poor customer service to send a customers bad items and don't address the issue immediately.

This was my first time placing an order with Dermstore. My order said it was completed online, only to discover that it had not arrived. I reached out to the help line, and they insisted that I gave their company the wrong address, and this was my fault. They refused to replace or refund me for the very expensive skin care products that I was so excited to try. I would absolutely RUN from this company. Get your products elsewhere as they are not customer focused and will not help you. It's so sad that this company is so money hungry that they will not replace or refund an order based on their mistake.

I believe something has drastically changed with this website. The service used to be excellent and you could return things that didn't work out for you. Recently, I ordered a product and used it once and found that I did not care for it. They would not refund it Trying to connect with them to even ask about this was like going down a dark maze that took time and energy and they asked the same questions over and over again. There is no chat and when you try to connect via email they say do not respond to this address. After years of being a loyal customer I will never shop here again. Now that I see many many bad reviews, I wish I had found this site earlier. Stay away from this terrible website.

Made an online order on the 7/18.
7/21 email stating order has been delayed.
7/24 email stating order has been delayed.

On the 28th I still had not received my order. I found zero customer service number online so I was forced to chat with someone. She said there was an issue with the currier service and she put in a ticket and if it didnt ship asap she would cancel and replace the order for me.

7/31 email stating 'We're incredibly sorry that the below items are delayed so significantly. We are doing everything we can to ensure you receive your items as quickly as possible. Please be assured we are handling this with a matter of urgency and will keep you informed of any updates."

The part saying they would keep me informed of any updates didn't sit right with me so I chatted with them again. Below is the exact conversation I had.

Hannah: "I see your order is reserved for stock, so when the items come back in stock your order will dispatch and you will receive an email regarding the dispatch and tracking number."

Me: "So you are allowing people to order stock you don't even have?"

Hannah: "It takes a moment for our storefront to update with our stock."

Me: "It has been two weeks! It still says online that you have it in stock."

Hannah: "Yes thank ou for letting us know. Stock changes and it is updating."

Me: "This has got to be the worst customer service I have experienced in a long time. Sounds like you dont have any idea when you will even get this in. Is that correct?"

Hannah: "We don't have a definite restock date, but estimate restock date is 2-3 weeks."

Me: So you are going to let this item stay on your website knowing good and well you dont have it and wont have any for weeks?"

Hannah: "The site takes time to update for stock."

I asked to speak to a manager or someone who could do something and she said there is no manager available for me to speak to. At this point I asked to cancel my order and receive a full refund. ZERO care. I know they cannot control inventory, but they don't give a rip. Not once did they offer me a discount on a future order or any type of credit to this order. No attempt to make it right.

HORRIBLE COMPANY! So disappointed.

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.

Terrible customer service
They sell expired products. I have tried to contact them about this issue and wanna return I haven't seen anything get back until now. 1 month already. DO NOT BUY AGAINS

They double shipped and double charged a produst, I contacted them, they sent shipping lable to return.
Account says Return/Refund complete. I notified them I had not received my refund. No response at first, I messeged them 7 times. Now they say return wasn't received. Account says it was... Their label, their mistake - No refund for me... If $140.00 is what you need to keep yourself in business - you got it
BEWARE people - Read reviews BEFORE buying from this company