DermstoreReviews 490

I purchased some items with this firm and return the products - I chose to refund back to original payment method but they gave me gift card amount instead - which is fine. But they discontinuous the gift card program without any notices and now I am unable to use any amount left in the gift card (couple hundreds dollars). I called ten times about this issue, they keep saying they will come back to me but they never, and today I called, they said my information is incorrect and the customer service is unable to assist me with it. They steal my money!

Most horrible experience I had with ordering online. My order was back ordered and they didn't even have a customer service email. I had to do a stupid "live chat" for them to address my need. Also they don't even have staff to process your return label. They send you a Lin k and you are suppose to fill out 10 questions to generate a stupid return label. DO NOT ORDER FROM THEM!

I've been trying for over a year now to have someone credit my points to my account. No reply, no help. They literally have stolen money from me. Scammers.

I have been fighting to get my refund now after over a month of trying to work with numerous people on a replacement. Giving this company way too many chances and never the same story. I am in customer service and here are my complaints - the customer help doesn't have a reply option which never allows you communication and resolution. The people you call never say the same thing as the next person or anything you see in writing. Everyone promises resolution in 1-3 days and nothing has come through. I am on my 10th call and I still cannot get my money back. This is frustrating.

I have been buying from Dermstore for at least 10 years, a little over a year ago I started having all sorts of issues with shipping, customer service and so forth. I placed an order on 11/26, after nearly 2 weeks with no movement or update, I purchased the items elsewhere and co tasted dermstore both my email and chat to cancel the order (see attached screenshots). First I was told the order had been processed and could not be cancelled, when I asked for tracking I was then told items were out of stock and the order was delayed, so again I asked that it be cancelled. I was told the Oder had been cancelled and that I would not be charged. I have 5+ communications confirming the same thing. They charged me anyway! I have raised the issue with my bank but in the interim I have no items from Dermstore and they have $312 of mine. This place is an absolute disgrace, a scam, and some of the worst customer service I've ever experienced which is sad given it used to be my go to retailer for skincare. NEVER AGAIN!

I spent hours selecting the products on black friday and chose products worth over $500+ but my package got lost by fedex. I wrote Dermstore that i would like to still get all the products except a few that I already bought since I was waiting for a long time for the parcel to arrive. I was told via email by their obviously outsourced representative that the items will be reordered but now at a FULL price... well that's not ok. I think I should've gotten the prices I ordered at originally and it was so unfair that my request was completely ignored and I lost the black friday discount that I was really excited about. I will never use the website again since it treats its customers with utter ignorance and doesn't care what they have to say. I will be ordering from the brands directly. It's much more secure that way. Dermstore totally lost my trust. My Order Number: *******

I order a holiday gift set of Olaplex products from Dermstore on November 27,2022. Today is December 9,2022 and my purchase has not been delivered. The tracking number they sent doesn't work and all attempts to reach a representative have been futile. I did finally get an email from "Pissed Consumer" to contact one of their lawyers. Don't buy from Dermstore, Apparently taking your money and providing horrible customer service is fun for this company. I had to give them at least 1 star rating to post my review, they don't deserve even 1.

Ordered several different products and never received any. No way to cancel online for me. They did not send an order update until 14 days after the order was placed. Made multiple inquiries but the website shows the same thing. Website shows order is dispatched but customer service shows it was never sent. The chat and messages function is not helpful as they don't provide the right answers. All these items were gifts and they screwed me over.

Dermstore advertises products at one price, you put it in your cart and click purchase, and the price has suddenly gone up, something you might not notice until later. Then they won't let you cancel the order. I noticed it a couple of hours later when my bank notified me of a second charge to my card, unauthorized. I did not authorize MORE money to be charged to my account! They increase the total of my order, AFTER I completed the purchase. I went into my account to cancel the order - it had only been about 2 hours since i placed the order - and the cancel button went nowhere, just to some page with advertising on it. I knew immediately this was a scam. I wrote them messages and chatted with customer service and was told I could not cancel the order because it already shipped. Really? In 2 hours? Well, that was 7 days ago and I still haven't received my order. In fact the tracking numbers they assigned to my order show they haven't even passed my package onto the couriers yet. So, they are liars and thieves. I am STILL waiting for my order. I took my stored credit cards out of my account because they feel free to charge your card whenever they feel like it,and they upcharge products AFTER you press purchase so buyer beware. They will pretend they can't cancel your order, too. Also, they offered a $22 value free gift w/purchase: the "gift" is tiny, one application worth of product and they claim it's a $22 value. These people are so unethical, dishonest and scammy. Just go to a local beauty store, upscale pharmacy or Blue Mercury. Go buy in person to avoid places like this using your card at their discretion. I will never shop there again, and I was spending about $350-$500 every couple of months with them. Luckily I'm in Hollywood surround by beauty places so I have choices.

I decided to purchase from Dermstore on Black Friday in large part due to the special they were running. They were offering a gift bundle with the value of $194 for any purchase over $200. While I was going through to purchase, I didn't have the option to add the gift. (see screenshot). I made 2 purchases of over $200. I then reached out to customer support and they offered me a $40 credit. I guess they're running fake promotions? It seems very bizarre to me that they can't send the gifts. But I would NOT RECOMMEND this business. I understand the website showing an error, I understand needing to contact customer support. But I don't understand the $40 credit on an almost $400 gift loss.

They are impossible to get ahold of, when you get someone on the phone they have NO IDEA what they are doing. Making a return with them has to be harder then going to space! I will never buy from them again, I got sucked in with their discount codes, but I'll stick with Sephora or Skinceuticals directly. NEVER AGAIN.

Please purchase your products elsewhere. They do not ship your items. Everyday you will anticipate the delivery of your item only to have the date pushed back to the following day. The only recourse you have is chat support that is not helpful AT ALL. Find your products elsewhere, Not worth the phony savings.

Dermstore deliberately via their policies makes it difficult to return the product. You have to email an image of your allergic reaction, the lot number and the expiration date. Don't throw away your box! In addition, the email by which you communicate doesn't allow for replies. You have to log onto your account, use the online chat to check for answers or call again to see if they have an answer for you. In other words, they email you, but you can't reply.

They will not take back products that cause an allergic reaction easily such as brick and mortar stores or even their online competitors do. They examine the issue taking 5 business days and decide if they will take the product back and give a refund. I prefer better customer service than this and will not order from them again. Too many other places to shop.

I ordered a couple of items to put on my eyes and I had an allergic reaction to it. They asked me to send them the expiration date which was hard to find because it was printed somewhere nonsensical. Turns out it had been expired for 4 years! And I was putting it around my eyes! Guess how much response I got to that information from the company? Zero. I did at least get my refund though I had to chase it a little bit.

It's been 2 weeks since my renewal. Been charged $322.07 and still no product; still need to "resolve" by reloading my credit card info. Sent multiple emails and spoke with multiple cust service reps, still nothing! They won't put me through to a supervisor or their financial department. Today spoke with Emily, customer service, she sounded so put out and said it would be "several days" while they investigate. It's been 2 weeks! I have an email from 10/24 saying I would hear from someone in 3-5 days…. Nothing! TOTAL SCAM, TIME CONSUMING AND FRUSTRATING! I just want my credit! Ugh.

I ordered and received my Obagi Vitamin C 20% serum, the Obagi C polishing mask, and the Obagi sunscreen from Dermstore on 10/22. I've used Obagi for years, and was excited to see this on sale on Dermstore's website. When it arrived, the color, odor, texture were all off. I called their customer service and they graciously replaced the product. The replacement product however was even worse than the original. I then decided to call Obagi directly to ask if they changed the formulation. Once I gave them the lot numbers, Obagi confirmed that all 3 products had expired. My sunscreen had expire over a year prior.

DO NOT DO BUSINESS WITH THIS COMPANY

I bought skinceuticals directly from their website for a couple of years but recently wanted to by from dermstore to save on shipping since they offer it for free. Should've known better. The product is a fake. I opened it up to start using it and noticed the smell was off. This is my 6 bottle so I know exactly what the smell should smell like and it was definitely off. I went and got my old bottle to compare and notices the label was a little off as well. I bought another bottle this time from skinceuticals (broke my bank) because it was bugging me and I wanted to see what it should look like. I got the bottle and I was right. The one from the dermstore is fake. The smell was off and the label was off. I took a pic of all 3. My old empty bottle on the right. Fake dermstore on the left. New skinceuticals in the middle. And $200 down the drain. Don't buy from them.

First, I wish got ZERO-star option. They sent totally wrong items then I had to pay the shipping fee to refund the items due to poor refund instructions on the slip.
Second, I requested the cost of refund for the original items because I was worried that wrong item will be shipped again. Every time, a claim call goes to India and all 5 reps told me that I will get refund 3-8 business days for sure, but the money never ever showed up in my account. Finally, the manager figured out what is wrong.
Lastly, starting this refund process in first of July and they kept my money until 9/26. This is NOT ever acceptable. I do not recommend this store at all. Hope I am the last victim on this store. Proof of screenshot of false promising online chat rep is attached.

Everything in the ordering process has been fine until this summer. Now all of a sudden the tax calculator in the checkout process is charging WAY too much. The sales tax rate in my unincorporated rural area is 3.91% (no kidding!). I only noticed on the order I was making today that the tax calculator during checkout wanted to charge me $17.52, or 9% on a $188 item! I looked at a prior order this summer and realized I was overcharged then, as well. So I went straight to the Obagi website, created an account and ordered the item I wanted there. At the correct tax rate, rewards points accrued and free shipping (both latter incentives that I usually get with Dermstore).

Tax calculators run as a built-in function of the merchant's checkout service based on customer address and should not be incorrect like that. Something is broken. I've put in a question to customer service, which seems unavailable nowadays except via the "message" option. We'll see how this goes.

I placed my order on Sunday, Aug 21. I'm still waiting for its delivery. DHL keeps changing the delivery date. Also, the refund I requested hasn't come through. Dermstore has changed their promise to me, originally saying I would be reimbursed in 3 - 5 days, then saying 3 - 8 days.