DermstoreReviews 488

It's literally impossible to get anyone on the phone or on chat for customer service. Not exaggerating.
I've been really ripped off by this stupid company due to them not correctly cancelling the Autoshop service on my account. I never received that order so when I tried to work it out with customer service, they offered ZERO help and claimed unless they have the product returned, they will not refund me or help me in any way. Ridiculous. Not a customer satisfaction-centric company by any means and terrible terms. Never ever shopping there and making sure I steer other people away from them

I was excited for my first order from Dermstore which was cheaper than Sephora. No issues. The second order (I noticed after about 10 days didn't arrive so I checked the tracking number and it said it had been delivered... in another state!) Talked to customer service. Girl was snotty and finally agreed I didn't receive the item. Had it reshipped, got it 2 weeks later (so almost a month after original order). Decided to give them one more try. Ordered products 2 weeks ago, tracking shows order in limbo... they said I have to wait a few more days to make sure that the lost item shows up. Ridiculous. Won't shop there again!

I placed an order over a week ago, never received a conf #, email, nothing called Dermstore waited on hold for ever, emailed them, never got a response,, finally got someone and said my order was never placed, so I reordered on the phone and again no conf # etc,,, tried to track my order said theres no order, but my credit card had been charged and I think Ive been charged twice and once again I called was on hold forever, emailed them again and nothing, worst online experience ever, they must be paying the YouTube influencers to promote them because they rave about Dermstore and my experience had been HORRIBLE

Do NOT order from Dermstore, and expect great customer service, fast shipping, or a good buy. I placed an order on Black Friday, and still didn't receive my order in time for Christmas! I received an email December 7th saying my order FINALLY shipped. What a lie. Even though my credit card was charged in full, my order NEVER shipped. After sending an email inquiry requesting a tracking number, or confirmation it shipped, I received DAILY 'automated' emails, explaining how they were so busy at this time of year, and IF the matter I was inquiring about was resolved, to 'cancel' the email inquiry. Not once did anyone from customer service even look at my email or respond. Finally the day AFTER Christmas, I received an email THANKING ME FOR MY NEW ORDER, and advising me that my credit card had been charged for $20 plus dollars more than previously. Seriously? I finally CALLED customer service. I requested to speak with a supervisor. The CS reps can't patch calls thru to a supervisor. No, they will take your phone number, and have customer service call you back! Surprise, surprise, that never happened! I would NEVER recommend Dermstore, and I would NEVER shop on their website again. The absolute WORST online shopping experience I have ever had! THE WORST!

Recently tried Dermstore on a friends recommendation. It's been the worst experience I've had with an online store. This is the first time I've gone out of my way to write a review about an online merchant because I believe people should know how challenging it has been to work with this store. I'll briefly outline the concerns
4 weeks later, do not have my products, was hoping to receive them before Christmas so ordered in November.
3 weeks into the order, could not access my account settings to cancel
3 weeks into the order, could not contact anyone by phone. Waited 20 minutes on several attempts
3 weeks into the order, emailed store. They replied with 'we're very busy, someone will reply eventually.'
3 weeks into the order, supposedly they mailed package, unable to track as USPS never received the order.
4 weeks into the order, they NEVER replied
4 weeks into the order, filed complaint with PayPal. They finally reply but can do nothing to help except wait to see if I receive the package in several weeks. It's Christmas, I don't have several weeks!
It was have been great if they had at least sent me an email at the beginning of December that they would not arrive until AFTER Christmas. However, all they said was that it may be slightly delayed. That's understandable, except that 100% of other vendors I ordered from during this time actually sent their orders.

I used to get 2-day free delivery. Then that slowed down. Last time, I ordered in late November, and package still hasn't arrived, and it's December 7. I called and after being on hold for over ten minutes, got a representative. She gave me a tracking number and said it wouldn't be here until December 12.

Still, products are always of good quality and condition, and seem totally authentic.

Another problem, though, is that I've returned a few items, though not recently. I had to call and get an RMA number. Then, I had a return that was mysteriously "lost." After that I got package tracking from USPS. Two orders were "lost" again but miraculously found when I gave them the tracking number and proof of their receipt by USPS.

So now, I only order products I know I want need to return. And with this recent shipping delay, I probably won't order from them again.

Beware that the customer service is awful. I ordered a hair dryer from them on Black Friday. Last week a package was delivered. There was just one problem - they forgot to put the hair dryer in.! What I received was a comb and three hair clips (which I did not order, and I guess was meant to accompany the dryer as a freebie). I called them and after a half hour on hold finally spoke to someone and was told it would be sent out again. I asked for expedited shipping since they screwed up the order. I am still waiting for the delivery after five days. Yesterday I called again and was told the package had been sent out, however, the tracking information shows that the shipper has still not received the item. USPS currently awaiting package. So much for expedited shipping. I will never again purchase anything from the Dermstore. I think their Christmas elves have been drinking too much liquor laced egg nog.

I wish I have read reviews before I had ordered from their website. I placed an order for an item and never received item 1 month later. When I try to track the item it says USPS is currently awaiting for item. I emailed them about my concern and it took awhile for them to re-issue me another item with another tracking number. Till now I have the same issue about USPS has not received item yet. Customer service is so slow everytime I email them it takes days or even a week for a reply. When I do get a reply, they never seem to address the issue about why my item has not arrived. Very disappointed and highly do NOT recommend this website unless you want your money to be stolen.

I now have to call the back to explain my issue with them.

If you like sitting on hold for over 40 minutes to speak to a customer service person (this has happened on 3 separate occasions), then this is the site for you! And even better, once you hang up you realize they did what you asked them to do incorrectly! It's a JOY! I have asked 2 different customer service people how to change my shipping address on line - they don't know how to do it... UGH. I asked to have a manager call me... the customer service person PROMISED me that someone would be in touch that day... NO PHONE CALL. The customer service person changed my billing address NOT my shipping address which is wrong. I have cancelled my subscription (auto ship for a product I use daily) and will now pay a little more to buy on Amazon WITHOUT the aggravation.

My first time ordering from this fraudulent online store. I ordered one item from this store and order 2-day express shipping. Never received product, despite UPS claiming a "no-signature-needed" delivery. My home has video surveillance. No UPS showed that day. I called, chatted online and emailed Dermstore. The representatives were rude and said there would be an investigation and the "tracer" would take 7 days to let me know status. No apology from them! Didn't even offer to send me another package. What store treats its customers so poorly? Never experienced such poor service from any store before, online or in person. So I informed Dermstore I will never order from them again and will discourage my friends and colleagues from patroning them. Two weeks later, still no package. I didn't hear a word from Dermstore. So I alerted my credit card which refunded my account back for my Dermstore purchase. Dermstore then emails me a nasty message that they discovered I asked for charge-back from my credit card and I would not be getting a reshipment and cannot order from them again. Crazy, disrespectful store with horrendous customer service. NEVER BUY FROM THEM. Go with Amazon Prime. You get your packages with next-day delivery! Prompt and courteous Guaranteed next-day delivery/customer service or they give you a discount or cash-back! And prices are about the same or less.

I returned 2 items that totaled $190 and was only sent a credit for $90. I spoke to several people at the company regarding this issue and they keep saying that it will be corrected, but has not been corrected after 1 month. I've never had something like this occur with any company in the past where a full refund is not provided. I called for the past several days and nobody is picking up the phone at this company. Go to Sephora or Ulta and you will not have to deal with this nonsense.

I bought few items for skin care and the sale lady asked if I want 2 free people magazines. I said yes. They kept sending me and charged me for the last two months of more magazines which I am not interested to read regularly, also sending new eye cream every month. They said I authorized for that which I did not.
I called and was put on waiting for long time, I have to try again later.
Watch out for this kind of dishonest business practice on line these days

I ordered
SkinCeuticals Physical Fusion UV Defense SPF 50 -
$34.00
QTY: 1

SkinCeuticals Physical Fusion UV Defense SPF 50 -
$65.00
QTY: 1
Both products arrived with a putrid smell. Now I have been purchasing this brand of SPF for years, so I know exactly what it smells like. They charged me $6.25 to return their smelly product! Bad service! The returned smelled just as bad! I'm never buying from Dermastore again.

I contacted customer service today and the lady I talked to hanged up the phone on me because I asked her to speak with a supervisor.
I was not rude at any moment. She was actually rude to me.

My question was why the orders dont come every month. We ran out of the potion for two weeks before we get the next shipment. The lady told me the orders skip the month of October. I asked her why and she said I dont know.

I placed two orders for the potion on different dates so that we would never run out and when the orders skip a month its imposible not to run out.

She said she didnt know and kept telling me the November orders will ship soon. We have been out of the potion for 2 weeks. I have 4 kids and they all use it.

This is not the first time it happens. The orders are sporadic and skip often. She kept telling me that the orders will ship soon over and over without giving me an explanation on why the orders skip.

When I ask her to get me to a supervisor so I could find out why this is happening she hanged up the phone on me!

What a great customer service you have! You need to find out who is this lady and re-train her. She does not know what it means to be a good customer service rep.
I work with customers all day long and my job is to make them happy because we want their business. The customer is always right no matter what. This lady can cares less if I take my business somewhere else. She is not a good employee if she does not care to keep your companys customers happy.

Her treatment towards me is unacceptable. Shame on her!

Very upset customer!