DermstoreReviews 488

I ordered the Harry Josh hair dryer and also the hair straightener back in mid-May because the hairdryer was on sale and decided why not also splurge on the straightener too. When I ordered, the confirmation email announced that it would take 1-3 weeks to come back into stock and ship so I patiently waited until late June. I had already received the hairdryer and decided to call to check on the status of the hair straightener, I was told it would come back into stock in early-mid July and would be shipped to me as soon as it came back into stock. Again, I waited patiently until the end of July when I decided to call again. It seems they had lost track of my order. The individual from Customer Service who answered my call informed me the hair straightener was in stock and she would put in an order for it to be rush delivered to me and I would receive a confirmation email within the next 24 hours. Two days later, no email informing me the item had been shipped, I called again to request to cancel the order and receive a refund for the straightener. I was told I'd receive an email within the next few minutes. I did not. It wasn't until my last call that I received confirmation that I would be receiving a refund within the next 4-8 days. Now finally, almost three months later, no hairdryer but the issue is finally settled unless they forget again of course.

Dont expect to be able to return anything if you dont like it. They make it impossible to get your money back. My return tracking shows that they received my return over a month ago, but every time I try to message them, someone from Eastern Europe or India just asks me "whats your RMA number?" which I don't have onhand because I WROTE IT WAS ON THE F'ING RETURN PACKAGE. I haven't been able to reach a human being on the phone in a week. Yesterday I was on hold for an hour, then disconnected. Chat function is never available. I'm going to dispute the $150 on my credit card.

I'm am running circles around this order that I paid express for. Could you please tell me the address of which post office my $655 order is at. I'm very unhappy with the service I've received and I want this solved with a specific answer. I ordered the products on July 1st and it got delivered (maybe) on the 17th. I had to call dermstore, which didn't recognise the order but charged me for the products and told me to contact my bank.

Hands down the most difficult and absolutely without a doubt the worst customer experience I've ever had. Will take my business elsewhere from now on.

JUST TO UNSUBSCRIBE FROM THEIR EMAILS I HAD TO GO SEARCHINGON THE WEB SITE, GO THROUGH A FAQ LIST, FIND THE RIGHT QUESTIONS, MAKE A PHONE CALL, SIT THROUGH THE WAIT TIME, SIT THROUGH THE CALL! Other companies have an unsubscribe button on the email. TO MUCH TIME! WRITING A NEGATIVE REVIEW AND NO INTENTIONS TO ORDER ANYTHING FROM THIS DIFFICULT TO DEAL WITH COMPANY!

I was desperate from a flare up of eczema/dehydration, in search of toners, masks and moisturizers and ordered $200+ products on Dermstore. I needed to return only 1 mask and suddenly could not find order history in my account on dermstore.com. The only way is by chat, phone call to communicate with customer service. No email address can be found on dermstore.com. One can write a message to customer service about a return/refund by an order # lookup function within the website; however, the order history suddenly disappeared! When I called customer service, the rep sounded like she was hired solely to put out fire by telling me their website is down even though one can still place an order and search for products, or telling me to call back and check again later. When I chatted with customer service, I was told dermstore.com is migrating from old system to a new system and to check back in 24-48 hours. Customer service cannot help me with my return because they cannot find my orders.
If the company is in progress of a system migration or a victim of the July 4th weekend ransomware attack, a public announcement should be made and posted on its website. Any good company has the professionalism with proper communication with customers. Something doesn't seem right with Dermstore.

The last three orders I placed with Dermstore didn't ship. Every time I contact customer service I get a lengthy convoluted answer promising someone will call back and help process the order. Dermstore used to be legit but now they're running a serious scam. I've lost almost 300 dollars to them. In the future I'll just buy direct from retailers or I'll go to Sephora.

They say they shipped on May 30 2012. This package was lost in shipment so they reshipped after 11 days. I received the reshipment then suddenly they are saying I received the lost package as part of their tracking. I never received the lost package. The bonehead I spole to on the phone with customer NO SERVICE tried to tell me I received it, then said Id have to check a parcel locker at the post office, then said it was delivered to my home. She kept giving me excuses on where to locate the package i didnt receive. I got no where nor did I get a reasonable answer from her. No tracking for this product is listed on their website and when I try to get access it only shows me my original reciept. Ill never order from this company as long as I live

Never received product EXTREMELY long customer service wait on phone. Hostile and rude customer service people who could not care less.

Ordered a sunscreen form them. It helps my skin form getting harmful rays and also keeps the skin hydrated. Its like a shield for a sun.

Dermstore has best branded products. I recently ordered a Moisturizer of SkinCeuticals, it is best for me. I have a dry skin, it worked well on me.

I've been a Dermstore customer for many years and was delighted until the last 9 months when they have gone completely downhill. I've placed orders, no shipping status, contact customer service and get a promise of remedy and then... nothing.

After a 3 month hiatus I placed another order 10 days ago. No updates. Contacted them today because there was no shipping status and the chat person I was told "I'm sorry for any inconvenience. However, In order to provide further information I will have to escalate this issue to our upper management team to review. They will be reaching out within 48-72 hours with a resolution to your email" - this makes zero sense! When I asked why they didn't reply. It's the same email, shipping address, and Visa that I've used for years. And the order was under $100.
The only reason I keep trying to order from them is that I have a load of points, which translate to $$$. Just want to use my points and move on to another provider. Total bummer because they used to be great.

I placed an order March 10. I've spoken three times with customer service to confirm my address / identity and discovered that though they assured me the order shipped, it never did. They promised expedited shipping. It didn't ship. Then it was cancelled over two weeks later-- NEVER SHIPPED. So much for trying to make purchases outside of Amazon. This company is not reliable or competent. Their response to questions about my cancelled order was that it did not meet security requirements and they cannot discuss beyond that. What does that mean? I am mostly frustrated that they wasted two weeks of my time calling and contacting them by email before they decided the order did not meet security requirements. Don't waste your time here-- there are better companies to support.

This organization couldn't even manage to process an e-gift card, After spending 5 weeks trying to track it down they ended up cancelling the order without my requesting cancellation and then told me I'd have to reorder and start the process over again. I ordered from someone else.

The website looks legitimate, but I regret ordering from them. I could not see the status of my order that I placed some days ago, so I called the customer service number multiple times only for nobody to pick up the phone (I called during business hours!). Although I just received a tracking number, I'm not sure when/if I will receive my product based on the other reviews I have read. I don't tend to ever leave reviews, but I have never had to deal with such a shoddy business. I payed a lot of money, and although I have no problem with some delay in shipping, I would appreciate some transparency. I wouldn't risk ever buying from this site again.

My order went from Sparks, Nevada, to Bloomington, California, to Chula Vista, California, to San Diego, California (which should have been it's final destination), then BACK to Bloomington, California. It still has not arrived, and it has been two weeks since I placed my order.

I ordered several Olaplex items from Dermstore and paid by credit card. When I entered my account I saw that there was a problem with my billing address and that I needed to call Customer Service. I waited well over 25 minutes for them to answer and when they did they told me that the issue was fixed and that they'd process my order. Visited my account the next day and found that nothing had changed; they still claimed that there was a problem with my billing address. Called again, waited over 30 minutes for them to answer. Ended up using a different credit card and was assured that everything was in order. Never received a confirmation email so went back into my account to find that they were still claiming an issue with my credit card.

I cancelled my order and will never shop here again. What a waste of time.

I had been using dermstore for about a year and had placed numerous $100 orders. I use a lot of sunscreen and I like to have one in my gym bag, at my boyfriend's and at my own house. I would order a couple of them a month or every other month. I was using the elta MD clear sunscreen. I placed an order and it was never sent to me, when I called to see why they told me that they had canceled my orders because they thought I was reselling the items because of my frequent purchases. I asked them how on Earth they thought I was reselling it when I literally only bought a couple bottles of sunscreen every month or every two months, if you apply sunscreen like you should which I apply it about 3 times a day in the winter, four times a day in the summer, you will go through sunscreen quickly. They said they would not allow me to purchase any more sunscreen. They didn't even have the decency to contact me and tell me why they never sent my order, I had to call them. I now place all of my orders through lovely skin. I will never do business with dermstore again.

I ordered a Skinceuticals Gift set on November 30,2020. When there was no email notification from Dermstore that the order was shipped I called customer service and spoke to Heather. She said "that gift set is no longer available, would you like me to cancel the order"? Of course I said yes and she put me on hold to cancel the order and came back to tell me it was cancelled and then I ordered the products from another company! I was surprised to get an email on December 11,2020 that my order from Dermstore was Shipped and my credit card charged. When I called customer service they said it was back in stock and the shipping overrode the cancellation. You must have alot of unhappy customers with this happening! Now I have to wait until I receive the order to ship it back and get my money back! Especially unhappy that I have to go to the main post office to get a receipt that I sent it back! Making matters worse it took 14 days to arrive on December 24,2020! Then when I mailed it back it took 13 days to arrive back to them. I can see from their shipping label that they use the cheapest USPS shipping there is and it wouldn't even pull up tracking. I finally got my money back the middle of January 2021! I don't know how a company like this stays in business, they really have a problem with their shipping! I ordered the products from Skinceuticals directly and they came UPS in 3 days. I would never order from this company again! Check out all the bad reviews on the Better Business website!