DermstoreReviews 488

I am really confused by the large amount of terrible reviews. I made an order with Dermstore before reading any of these - then I went on to read these reviews a day after I made the order and was really nervous. I called Dermstore to try cancel my order but they had already confirmed it. So I decided to wait and see what would happen.

I got my products, all in good condition, I received my free product and a lot of free samples that I wasn't expecting. There was only one issue - the protective seal on one of the exfoliating scrubs that I bought had fallen off. I didn't really feel comfortable using a product on my skin that was open.

I just called Dermstore explaining this, the customer representative (I think her name was Gina) straight away apologised and understood why I did not want to use it. Instantly she made another order for me and expedited the shipping, all for FREE. I was so surprised and thankful. No questions asked!

I will definitely be using Dermstore again!

I have used Dermstore for a at least 5 years but my recent experience has been so terrible I will not continue to order from them. I ordered on Thanksgiving and 2 days after. After 14 days I started to receive pieces of my orders. I say prices because so far I have received 4 boxes. 2 with missing products and the products that were included were either damaged or incorrect all together. I still don't even have half of the items I ordered and I have no insight into when they will arrive. Customer service admitted this happens often and while the person I dealt with was very nice and helpful she can't help the egregious order fulfillment issues.

Wow! I started using Dermstore over a decade ago! They used to be great.

Recently I returned product A. The lady was helpful and no issues.

Then I returned an Expired product B they recently sent me.

I have not received my credit yet for product B so I called again, just like I always.

My account shows it was received.

The customer service rep told me that they never receive product A, and since Product A was more then B they will not credit me for the expired product!

Good Lord!

I can only talk to a manager I'm 24 hours. They will call me...?

I'm so over this company!

They are a bunch of liars and their customer service reps are so rude. I ordered 350$ worth of products on 11/28, as per their website it was delivered to me on morning of 12/05/2019 but i received nothing. Called them twice explaining my situation and cust. Service rep. Kept saying to wait for 24-48 hours. Eventually they hung up on me so I put it in dispute with my credit card company. Save yourself this trouble and avoid this company/ They lure you into buying by offering more discount than other companies.

Total scam. I ordered products on 11/14/19. I received no shipping notification. I then called 11/29/19 to see the status on the order and they said it was lost at warehouse. They then re-ordered the products. Same thing happened. I call again to see when it would ship - they cannot give me a status on when it will ship. I then asked to cancel my order and they said they cannot and will not cancel my order...

I called six times customer service throughout the past 2 weeks and now have filed a complaint dispute through my credit card company to get my money back (hopefully). In the process I was lied to by customer service. Here are the lies I was told. I was told one day when I called that my package would arrive by 8pm the same day. She said that just to get my off the phone. There was no tracking number. I was also told at some point the package was delivered, and I asked what day that was, and they said it was the next day after I ordered it. Ha ha ha. That would be remarkable. ;) There was no tracking number associated with said "shipping." And if it had shipped, why would they reissue the order and say it was lost in the warehouse?

I ordered $291 worth of products on 11/14/19 and it is now 12/5/19 and no indication of shipping any time soon.

Do not buy from this company. Total scam and employee actually tell lies to you. LOL!

I have to agree with the other one star reviews. My original order was shipped to a wrong address. Contacted Dermstore and rep said their system was down but she took my info and little did I know - I was supposed to call back? I waited over a week and called again and that is when they told me they didn't ship my order. So basically I would not have received my order. So because their system was down I would be responsible to follow up on my order! CUSTOMER NO SERVICE! I have ordered from this company before and never had a problem. Obviously something is not the same and I will have to go elsewhere!

I ordered $200 of merchandise on 8/26/19, it is now 9/19/19 and I have yet to receive. They send out coupons for 15-20% off - I have several email addresses - for work, etc. No explanation - no followup - no customer service. They said they flagged' my acct. Ridiculous! They should have contacted me and said they couldn't honor the discount - but NO! They charged my credit card and had no intentions on sending the merchandise. I will NEVER order from them again! I will tell others not to ever order from them.

I called in regards to a missing order after receiving a false "generated" email telling me my items had shipped. Called to find my package and was hung up on after the very rude lady refused to give me her name or supervisors and refused to help me at all. I was a first time (but big) buyer and am sad to say I will not be returning- all because the help was so horrible and I am embarrassed for their business that they hired such awful help.

Dermstore was once a reliable business, but it has now been sold (by Target) to the same UK company that owns Skinstore. That is bad news, indeed. Skinstore is one of the most unethical companies I have ever dealt with! What made me research whether something had happened to Dermstore is the message "Thank you for your enquiry" came up after I messaged Customer Service. "Enquiry." That is British usage. So, I scrolled down to the bottom of the web page and saw that The Hut Group is listed as the parent company. Uh oh, that's Skinstore's parent company! They once stole $600 from me. I don't have high hopes for resolving my issue with Dermstore now.

What happened is I received a defective cosmetic product from Dermstore. Customer Service brushed it off instead of offering to send a replacement product or requesting that the bad one be returned ("I will report this to the Team and they will get back to you," said the person in Chat). This is precisely the tactic Skinstore used. They would take the information and never get back to you. They always had some excuse (I need to consult the team!), but would just bin your request. Stay away from Dermstore if you value your money and time.

Even if you file a dispute through your payment service, the company will find a way around your payment service's customer guarantee. That is part of their business practice. With that other online cosmetics company they own, when I got deep into a dispute with them over an undelivered shipment, they required that I sign some dodgy "legal forms" before they would proceed. The Hut Group is a UK company, based in Manchester (headquartered at the airport!). Keep in mind that even if it appears you are ordering from a once-reliable US company that has been around for decades (Dermstore), you are actually dealing with an overseas business that is nothing more than an e-platform. Your items with ship from the UK.

Stay away from this business!

I ordered couple items from the website and selected rush shipping because it say 2 days guaranteed. It ended up late because they have a processing time that they didn't reveal. I was in need of the product. When I opened up the package, I see that they shipped me incorrect item. What I need is not in the box. I contacted customer service, they didn't even apologize. Asked information on the item I received, asked me to send it back and said they will send the item I don't receive back to me not agreeing to rush it. I don't mind doing extra to fix their error but not even owning responsibility and accountability to the mistake is not acceptable. Do not shop with them to save yourself some troubles.

I think majority of these reviews are fradulent. I've been ordering from Dermstore for a few years now, and I've only had issues with only two orders in the past. One order was said to be delivered, but i never received it, and Dermstore issued a credit back to my account and sent a small free gift in return. It did have to send a few emails for a response, but it was ultimately resolved. All products I've received were in perfect condition, no broken seal or used or expired products as other reviews stated. And for shipping, I usually choose the free shipping option, and almost always receive them within 48 hours (business days).

I recently went to a spa and was introduced to a Naturopathica peel during a half hour facial treatment. I walked out with a super clean tingly and nicely blushed face.:-) (two days after I saw subtle skin with a nice glow). Anyway, right at the spa I decided to buy the peel despite the steep price considering the (at the time only anticipated/hoped for results). I used the peel a few times in the next few weeks and was convinced enough so I decided to give a couple more Naturopathica products a try. I came across Dermstore and it looked legitimate enough to order there. Very excited when the products arrived only a few days later! To my dismay one of the seals was broken and a considerable amount of the product had leaked all over the package. Considering the price point and that Naturopathica has a good reputation that was the first thing that made me suspicious. Next, I noticed that the lot numbers on the products were in entirely different formats, print and size. Odd. Next, I noticed that the blue color of the newly ordered containers was lighter than the container I had purchased at the spa. Further, the stickers on the container were placed slightly differently than the original and the brand name was in slightly differently sized font. Not sure if this means they are simply old or returned products or are counterfeit, but I won't purchase again at Dermstore. My skin is too important to take the risk. The company is supposedly owned by Target which makes it even worse. I'd recommend that Target look into this.