DermstoreReviews 490

I bought a very expensive lash product from Dermstore. The Box was opened when I got it. I called 8 times to get a refund or replacement. They did not send a replacement and after 14 days, I called again. They lied to me each time and said it was "on the way". I never received it and called again. Repeat and still no replacement. Asked for a refund and they won't issue a refund. They took my money and I am stuck with $150.00 used/opened lash product. DO NOT BUY FORM DERMSTORE! What a NIGHMARE!

I opened my Obagi Medical Professional C Serum 10% yesterday and put the dropper into the bottle. I tightened the cap so it would not leak, but when I went to use it this morning, I noticed it had been leaking in my drawer. I lost about 1/3 of my product. When I looked closer, I noticed that the rubber part of the dropper was not sealed completely and had been leaking. I was so disappointed. I reached out to Customer service and talked to them about the issue and they are sending a replacement bottle. I wasn't sure what to expect when I reached out, but they were so easy to work with. Definitely purchase from the again!

I purchased a product back in April 2022 with Dermstore, I received an email saying product was delayed then on June 2,2022 (screenshot attached), I received an email saying my product was cancelled & that they will give me a refund. It is now August 2022 (2 months later) and I still haven't received my refund. I have called multiple times for a status update on the refund, spoke to four different customer representative, on multiple occasions the representative reassured that I will receive my refund within 3-5 business days. It's been 4 months now, I did not receive my product and I still haven't received my refund! It has been the most frustrating customer experience. I will NEVER buy from dermstore again. Please protect yourself from this headache!

I paid $$$$ extra to get a delivery before I left town. Never came. I let them know I'm leaving town and it hasn't been delivered I want a refund. They never responded. I chatted and messaged them. They should have delivered it to our mailroom where we get all pkgs. Instead they left it at someone's apt and I'm out of town and my neighbors say it was not anywhere to b seen. When I called to tell them all they kept repeating is I'm sorry. There's nothing we can do! $92 lost. Zippo.

Ordered my products never received and called to replace order but only received an automated email response. After 2 phone calls they don't want to talk to me anymore and put me in silent mode till I hung up by myself, they make it so hard to replace the orders if they lost your products. I still didn't get my $217 back.

Horrible customer service. Fighting to get a credit for products not received. On line chat associates say they are crediting your account but they are not.
I asked for a proof by requesting a transaction number for the " refund" and the rep said they cannot provide one. Now I have to ask my credit card company! Don't order from here, SCAM!

Not only can they not find the order that I placed on July 5, but the "Customer Service" Associate told me it's too early for me to ask for assistance with it. I have to wait until July 20th! Mind you, the estimated delivery date on my account says July 12. If this were Amazon (and I'll likely order from them in the future), they could tell me the status of my order exactly. While I theoretically save money - if I ever receive the products, the hassle ISN'T worth it.

I ordered an item for $89 and an item of much value was sent instead. Almost 2 months later I am still waiting for my refund. They asked me to return the incorrectly shipped item but did not send a prepaid label. They say the replacement was lost in the mail. This company is verging on criminal.

I placed an order three weeks ago. I received notification that it was shipped, and that I should receive it between June 6th-9th. On the 9th, nothing, so I checked the FedEx tracking. To my surprise, there was absolutely NO MOVEMENT on my order. The only thing that showed up on tracking was that a label was created. I contacted Dermatore via their chat feature on the 10th. "Lucy" assured me that a "replacement" would be sent out, and that I would receive a confirmation email. I still haven't received an email, so I will likely ask for a refund sometime in the next couple of days. What a horrible experience with Dermstore! I will never order from them again.

I placed a $540 order and received no tracking until I contacted customer service a week later. I found shipping to be extremely slow. Next order I received tracking in a reasonable time, however 2 weeks later no package or updated tracking. I contacted customer chat--after an excruciatingly long wait they provided the same tracking with no answer as to where the package was; offered a replacement via standard shipping. Good customer service would expedite a replacement at this point. Just ridiculous.

I ordered over $600 worth of skin cream from Dermstore, all 2 oz bottles (quanity was 3). They proceeded to send me 3 sample sizes (0.3 oz). I contacted them and they said they would send the correct sizes. However, they sent the same 3 sample sizes. I have constantly contacted them and called, and they always say "we are looking into it." I have sent pictures of the orders, my order number, and even contacted the BBB, but to no avail. Dermstore took over $600 in April, and now in June they have my money, but have not delivered what I ordered. Frankly, they know this fact and are stalling. Order your skin products from any other site, even if more expensive, as Dermstore will steal your money.

After getting a 'your order is delayed' email, I contacted them about my order but no one seems to know where is it or when will i get it. So frustrating

I placed an order on March 26th upon receipt of an email that day offering a Spring Beauty Box with a purchase of over $175. I met this threshold but did not receive the Beauty Box. When I inquired, and after a series of back and forth for over a week, the best explanation I got from one agent was the Beauty Box was not part of my order so I did not get it (one said it was not part of the Black Friday deal?!)! I now have made an attempt to return some of the items ordered and told I am now outside the return window although their website says returns are accepted within 60 days, so I am well in the return period window. I have been a Dermstore customer for close to 20 years spending $1000s of dollars. Dermstore has changed in the last couple of years and upon further research found the Hut Group out of the UK purchased Dermstore from Target in December 2020. This timing correlates with the changes I have seen at Dermstore so this is the final straw for me. I will never patronize Dermstore again and encourage anyone considering shopping with them to do their research. The complaints seem to be very common.

Dermstore was sold in December 2020. I think this may be the problem. I made a purchase in March 2022 and sent product back for refund per their websites policy. I have the tracking number and the USPS confirmation. Have been jumping through hopes since. They don't answer phone can only communicate through website portal. I have a dispute open with my credit card company regarding my refund.

I've purchased from here twice, both terrible.
1. I purchased 2 products that said available and would ship soon. 1 month later, still no update or products received. I messaged them and they said they were backordered. I requested a cancellation and they approved it and said to expect my refund. Never got it. Then 4 months later, I received the products. And now they are outside the return window. Insane.
2. Separate order, products were received in a timely manner. But the product was broken. Terrible customer service and gave up trying to get a replacement.

JUST DONT DO IT.

I have been a loyal customer for years but my last experience was beyond disgusting this is the 2nd time I receive an expired product from them. The first time I just throw out the product second time I ordered Skinceuticals c e ferulic which I have been using for years ( Not through their site) I decide to order it through them the product was delivered in 2 days when I open it it was super dark orange color, anyone knows vitamin C shouldn't be that dark unless if its oxidize or it an expired product there was no expiration date on the package, unfortunately, I went ahead and wanted to give it try since I was out of mine, I used it one time and got a bad rash all over my skin ( I have very clear skin) This pic is after days s of cartizon creams. I tried to contact them there was no email or phone number and when I contact t them through their chat service it was new person every time and ask for the same thing ( sent us pictures of the product/ur skin rection) which I did and been doing for over 2 weeks till I gave up. Will NEVER use them anymore! I will be contacting Skinceuticals to report that!

I saw the bad reviews after I had placed my Elta md order and I was pretty scared it wouldn't come! But nope— it came in like 3 days or something — super easy. So no complains here! Maybe they got better about it!

I bought some skincare a while ago that a specialist recommend and I noticed that it was a product that was harder to find but thankfully dermstore had it :) I noticed they also have other items in bundles/on sale which is great!

I would just say that at one point I needed customer support and it took a while to get to my resolution but eventually it worked out. It was just a bit frustrating but I was able to do a return and get my money back (for some other product I purchased)