DermstoreReviews 488

Paid extra, placed order at noon on a Wednesday, order isn't expected to arrive until Monday. This is NOT 2 days and they REFUSED to refund me because they say that at the very bottom of their website under a link they have a shipping policy stated that they can take up to 48 hours to process your order. WHY NOT STATE THIS ON THE 2-DAY SHIPPING OPTION?! Instead of hiding it somewhere?! I received an email stating my order was processed by 1pm the following Thursday, which would make Monday more than 2 days still!

Customer service was nasty and rude!

I ordered a gift for my sister and she did not receive it on time! The reason: they put all orders on hold for review that have a billing and shipping address over 1000 miles apart to avoid fraud. This was a gift and it was very clear this was a gift. I checked the gift box option. I'm really disappointed as I had to ask my sister if she received her gift. Only after I asked her, I searched my email and saw the company sent me an email telling me to contact them. Not a good customer experience.

I ordered from Dermstore because the company I usually order my product from was out of stock. I needed it by Thursday, so I choose the 2-day shipping when I order MONDAY NIGHT, thinking it would ship out by Tuesday and get to me by Thursday or Friday morning.

WRONG. It takes a full day to process, so now I'm getting my product Friday night, and I'm leaving town on Friday morning. If it's truly not 2-day shipping, then don't advertise it as such. What an awful service. Will not be ordering from them again.

This website is a scam! DO NOT ORDER FROM HERE! I ordered powder that they said was in stock, got my confirmation email the same day, then got an email the next day saying that it is on back order. They never gave me an estimated delivery date so I clicked on the link to track my package and their website said that it was canceled. But yet I never got refunded or told that it was even canceled! What kind of a scam is that? This website is horrible and I would not suggest it to anyone!

I ordered a shampoo last month and paid extra for two day shipping. After five days, I give them a call because I paid extra for two day shipping. The woman I spoke to said it takes two days to process in addition to two days to ship, so basically if you pay for two day shipping it will get there in four days or in my case five. I got a refund for the two day shipping, but trying to get that refund was like pulling teeth. I used to order from dermstore all the time, but after this experience I will not.

I purchased a $600 Quasar unit from them, but had a $116 discount from a promo code. What I received was the 'baby' version, that sells for $300. I contacted them the day that I received it. They confirmed that it was their error, and would send me the original purchase. Based on my conversation with them, I no longer had any trust whatsover, that they would sent me what I paid for. So I returned the product for a refund. 2.5 months later, still no refund. So I called them yesterday, and was getting the same runaround, UNTIL I shared that I had purchased this product with my Capitol One credit card. All of a sudden they became more coorperative. Hmmmm. Even tho the Dermstore sent me a confirmation email of my refund, via crediting back the cc, it states that it can take up to 9 weeks for the refund to process. What? So I immediately called Capitol One. They ALWAYS have my back. Which means, that I will get my refund, because Capitol One will make sure of it. Thanks Capitol One. And I will NEVER EVER purchase ANTHING from Dermstore again. Buyer beware!

I bought a box a month ago that I have still not received. One employee I spoke to gave me a full refund because it was "beyond the shipment time frame" and told me I should receive my order by last weekend. However, I still have not received the order and the customer service "supervisor" Kathryn E. Is telling me I have to repurchase the order with no confirmation that the next purchase will be better. I spoke to her for 30+ minutes on chat and the only thing she did was give me around 1,000 points... Keep in mind the original guy I spoke to gave me a refund, and this Kathryn lady is telling me to repurchase the box. So basically, they did nothing about shipment being lost except for give me 'points'.
She then proceeded to cut me off 3 times in order to close out our chat. As I was still typing she exited and told me that she could no longer help me and that our conversation was going nowhere...

The most rude customer service I've ever dealt with! They are not here to appease their consumers rather they are there to just make money. DO NOT PURCHASE FROM THIS SITE AS THEY WILL DO NOTHING TO HELP YOU IF SOMETHING GOES WRONG. And it is likely that something will go wrong.

Put in an order, received confirmation and when i got the shipping tracking number it is being shipped to a different address. Called customer service and basically was told it happenss and could be a glitch in their system and for me to call my local post office to make the correction. Clearly their mistake but did nog offer to even try to put a note on the shipment or offer any other assistance. Once they get your money they don't care about good customer service.

Unsealed, opened and expired Neo Cutis products, worst customer service which blaming warehouse only, there is no way to speak with the manager or supervisor. Very rude and unprofessional. Exchange 2 times -First-time product came expired, the second time opened, unsealed and used without expiration date at all. Until now can't get up to date NEW & SEALED products. Very disappointed after spending more than $1000. First and last time using Dermstore website.
Btw, on their site there is no way to post negative review, it's get deleted right away.

After spending a lot of money with this company for many years, I have finally had it. They ship counterfeit products (damaged packaging, broken seals, rancid product) and now that they have closed their LA office the customer service is TERRIBLE.

Recently, I ordered an expensive product that hasn't arrived ten days after shipping. The tracking code says the product is still "in transit" with no ETA. I reached out to Dermstore but they basically said it's my problem. I have contacted my credit card company for a dispute claim.

Really bad attitude at this company. Guess they don't need loyal customers... or any customers?

I placed an order with Dermstore in November- plenty of time to receive it before Xmas or so I thought, as some items were for Xmas gifts. They confirmed receipt of my order, charged my credit card, then nothing. I wait and I wait. Finally after coming back from an extended Xmas holiday, I chase them up - "where is my order? You got my money".
Their response: "Oh we canceled your order and didn't ship it, because we're not doing that service anymore."
Well we're you ever going to tell me? What about my refund?...
If I'd not chased up the order then what? You'd just sit on my money thanks very much, in exchange for - oh that's right - nothing!
Dear reader do not use this company. They have no integrity let alone any customer ethos. Where I come from, if you take a customer's order and money and don't deliver the goods, that's stealing.