DermstoreReviews 490

Purchased items that never came. Reached out multiple times and continually get the run around. I will never buy from this terrible site again.

I placed an order on 5/15/2023. One of the items I paid for was not in the delivery. After a phone call and a few emails, I find out the item is out of stock and will no longer be carried. I was told I'd be refunded in 10 business days.
It is now 6/23/23 and all I get from the Dermstore is the run around. They made me submit a screen shot of my bank account to "prove" to them they charged me for it. Now it's been "under review" by the finance team for 3 weeks. They say that I'll be contacted in 3 to 5 business days for an update. That NEVER happens they don't follow up.
AVOID the Dermstore, they're a bunch of crooks.

I can't stress this enough, most frustrating customer service I've ever dealt with. I order two Elta MD tinted sunscreens, tried one, and realized it goes on VERY, very orange. So I messaged their customer service asking to return the unopened one, they said yes. They also said they would refund the opened one. Amazing! So I ship the unopened one and wait for refunds. None come. I message customer service, and they tell me only the returned one will be refunded. Even when I said to read my old chat with the other agent, they said they wouldn't refund the opened one EVEN THOUGH THEY SAID THEY WOULD! So I messaged another agent, they said they'd refund it but I had to send in all of this information on the product, I messaged back another day (mind you, you never get the same agent and they always leave you waiting), and by this point I had received a partial refund. They told me they had refunded the opened one, and they would refund the returned one once they got it. Great! Two weeks after the returned one made it there, still no refund. I message them, and they say, oh no we refunded only the returned one, send in the information again. So I give up lol, absolutely not worth the hassle.

I made a large purchase from this place—One of the expensive medical grade lotions costing $80 just formed balls of thick waxy type substance and fell off my face. I went through the online help and was not dealt with honestly. I kept giving them all the crazy information they wanted then I would receive a email asking for the exact same information, but in an email. As far as the "text support" function, I used this too and spent about 24 hours trying to get help! I finally wrote a review on Trustpilot, and a customer service agent contacted me. She wrote a long email saying how sorry she was and that she would create a credit and it would show up the next 3-4 days. Nothing happened! I did a follow up to that review and another agent contacted me wanting all the information about the purchase again, even k ow the Order # and information about the purchase was on the first review. I sent the information again to them and still nothing happened. I will not support a business that is so unethical and dishonest no matter how much I would save.

Do not buy from here. Misleading customer service support, items are not delivered in time and they don't help you out. They don't care about customers.

Placed an order April 29. Never received at my P.O. Box, which is only available to me. NO other party uses or opens this box. I asked for a replacement and it never came to my P.O. Box (again). It never made it to the post office. Both times I went to the post office with the tracking numbers and paperwork and they said the tracking numbers didn't look right. They entered them anyway and I was told they never received a Dermstore order. I have used this P.O. Box for over 20 years, the post office folks know me and I trust them. Is it the Pandion shipper? The old Dermstore used the USPS. This site is not what it used to be. Asked for a refund, I'll keep you posted if I don't receive it in 30 days. NO more Dermstore purchases for me.

Misleading promos and no help from customer service. Tried to make a purchase on 5/29 and the summer sale promo code "SUN" would not be applied at checkout. I gave up and tried again the next day 5/30 because the promo terms said "offer ends 5/31 at 11:59 pm pst." The next day 5/30 the promo still wouldn't work at checkout. I contacted an agent via chat who said the promo expired yesterday (5/29) and offered no solution.

On the homepage it states eltamd is part of the summer sale and is the first image shown that says "the summer sale." When you click the summer sale image from the home page goes to a url that is "https://www.dermstore.com/summer-sale.list..." on that page the entire first row of products are eltamd and include the product I attempted to purchase. That page mentions the summer sale three times. So why they won't honor their advertised promo is beyond me and the customer service agent provided zero help. Will not be shopping there again.

I have always shopped at Dermstore and had amazing service until this Christmas. I purchased items in November and did not receive until after the holidays. I wasn't upset by this just planned to return them. The Hut(Dermstore) received these time January 30th. I have written them many times. I had many calls with managers who promised a refund because they knew they has the items. I finally had to take the case to PayPal. The Hut has split my order into two charges. When I made a dispute they honored the first but used that refund to disprove the other charge. PayPal does not pay attention for disputes and didn't read or look at the evidence that both charges were for the same order that I had not been refunded for.
I have spent $1000s over the years at Dermstore. Loyal customer since they began. I will never shop there again. Shipping is questionable. They still have $200 of mine they refries to give back. It's another company who's using tactics to cheat and steal from customers. It was my first return. I should have learned sooner.
SHOP SOMEWHERE ELSE! Trust me.

You can get skincare from many better providers. As soon as they have your money, you are on your own. Their service is awful.

I bought 2 supplements at Dermstore and about 10 days ago I received products, but I had to contact the company informing that they sent me 1 of the products with an expiry date last month and the other supplement that is for 60 days expiry date would expire in less than 30 days. The company has not resolved until today almost 90 dollars thrown in the trash!

Company makes it intentionally difficult to submit issues (like missing packages). Customer service is awful. Buy the products elsewhere so you don't lose money and time.

I placed an order with Dermstore which included 2 gifts with purchase. When I received my order the gifts with purchase were not included. I called dermstore and was told that those items needed to be chosen at checkout. I asked to speak w a manager and was told I would get a callback within 48-72 hrs. That was 2 weeks ago. I have called 5 times and have never received a callback. I have been told that they run out of these gifts quickly however that is not indicated in the cart when you go to pay. This is frustrating and aggravating. As of today I was told many managers have been fired and there are only 2 left. This is not only false advertising but also lousy customer service.

Hi! I purchases expensive face cream that arrived damaged. I returned it via a Dermstore label last month and still dont have my money back. They have a great "runaround" scam for requesting help so I'd learn from my money lose and BUY ELSEWHERE.

I would normally never waste 4 minutes of my life writing a review, but this company took the cake with how utterly disappointing their customer service is:

Put in an order on 4/12/23... mind you item was in stock.

Got an email a week later stating "there is a delay in your order"

4/20- "We will ship within one business day"

4/25. After 4 attempts speaking with an online rep. Who mind you would say the exact same thing "this has been escalated, your item will ship within 24 hours."

4/30- Today. Had to alert my credit card holder to file a dispute. Within 1 hour, Dermstore emails me saying your order has been cancelled, please remove the dispute."

I tried cancelling this order multiple times due to the utter lengthy time to ship an in stock item.

Trash, just utter trash.

Dermstore customer service is almost nonexistent in today's world of fast-paced communication and shipping.

The order before my last order, I never received. I finally, (thru chat) got them to replace the order. When it arrived, only half of my order was actually shipped.

This last order, which I'm still waiting for, has been over 2 weeks to leave the warehouse. I sent chats & finally found a phone number to call for the status of my orders. No one could give me any information, except to say the warehouse is backed up and they'll put a $15 credit on my account which I have to use in the next 30 days. Not worth much and forcing me to buy something right away. Nope, they can keep it. I'm shopping elsewhere going forward.

If you have a PO Box and ship to your street address, their carrier (Pandion) will only deliver to the Post Office, regardless of the shipping label. (Amazon had done this for a while and stopped because of the backlash). They also don't tell you this. I was left searching for my order.

Too bad, I liked the reward program, but it's not worth the hassle.

Ordered EltaMd, never received the order. Chatted with someone called "Nella" who said that my order was lost in transit so I asked for a replacement. The chat was even strange. I asked for a tracking number for the new order and she said she could give me the tracking number for the original order that was lost——lol why would I want that if the order is lost? I never received any communication regarding order processing like normal reputable companies. I checked my account on the website and there was no indication of a forthcoming order, or that the original was in process of replacement- Nothing. So I called and was told that yes the order was in process and I would get a email with an estimated delivery date…. We'll see….NOT shopping here anymore.

Horrible customer service. Absolutely horrible. THEY lost my package and couldn't help in finding it! The worst customer service!

They sent me an email that my item had shipped. It'd hadn't even been processed. After waiting a week I asked for a refund and they said they can't for another day lol. Stella and Janine were zero help.

I have yet to have any problems with ordering, placing and receiving an order. One time accidentally hit a button to redeem points on my account and I didn't use them for an order and if I recall it deducted those points even though I didn't use my credit for a purchase that particular time. The prices are a bit higher than what you may find at a drug store, but considering why I started purchasing from Dermstore and not from the aesthetics office for a bit cheaper than the competitors I've been able to get what I want shipped directly to my home without the pressure to purchase directly through the spa. They should offer promo codes too, but if you do reviews for products on their site you can get 50 points for being a member. Until I find somewhere else to purchase I will be using Dermstore. I'm not sure what's up with the customer service situation people have complained about, but it's worth checking out the website for yourself.

Hope this helps you with your search.