Dermstore

I spent over $350.00 on skin care products
With them. I ordered at the beginning of the month. It has a tracking number that's hasn't moved since July 11th. When I called they said I have to wait 14 days. I have also never heard of new logistics but supposedly my package is there. I feel like they assign a tracking number to your shipment so they can charge you but don't have the products available to ship. I will order directly from the manufacturer next time. I have never had a shipment take this long. Still awaiting my order! Update: I received my order and it arrived with some extra free products. I am happy now! But just beware the shipping time can take a long time! Ordered July 6th received on Saturday August 1st.

I bought some skincare a while ago that a specialist recommend and I noticed that it was a product that was harder to find but thankfully dermstore had it :) I noticed they also have other items in bundles/on sale which is great!

I would just say that at one point I needed customer support and it took a while to get to my resolution but eventually it worked out. It was just a bit frustrating but I was able to do a return and get my money back (for some other product I purchased)

Here to add to my negative experience with Dermstore.

I was sent a product that had turned (serum color change, expanded rubber cap, item opening under pressure).

I reached out to Dermstore's customer service via their messaging portal.

10 messages back and forth and they're STILL asking for the same info. I'm STILL waiting to process an exchange/replacement.

My feedback to Dermstore:

Have your CS rep ask ALL questions in the first message. Having to wait the 2-3 business days they take to respond, only to have them ask more questions is very frustrating.

At this point I am debating filing a chargeback with my bank. While I love their occasional 15% off products that normally don't go on sale elsewhere, the aggravation and grief is not worth it.

Complete run around with customer service after trying to get an order shipped that was placed and charged over three weeks ago. Initially gave me a false tracking number. Now shows shipped AGAIN ON SITE with tracking tab but doesn't offer a tracking number to use. Same response on call in as emails. "We're checking with shipping, more info to follow, we're contacting shipping Dept, we've elevated your request." Then they mark the issue complete on my account like it's been resolved. It's just ridiculous. I've requested a credit and so far have not had a response.

Just warning everyone that the quality of the products and the service provided is not the same anymore. I received my expensive skincare items damaged and the sample smashed. I contacted customer service three times. They were extremely rude. Funny how it says they are an "award winning" customer service team on the website. They refused to replace the items. Offered only a 10% discount. This is a Mothers Day gift. I can't give this to my mom looking like THIS! I asked to speak to someone else and was refused. Finally they offered a return label. So that's it. Your options are 10% off damaged items or return them and have nothing. How about just replacing the items that THEY damaged due to poor packaging. And I'm sorry but a 10% discount is not sufficient for the way these items look. I have photos. And I submitted them twice to customer service. There is no other way of contacting anyone else to address your complaint. You just keep getting routed back to their customer service company abroad It you don't want to spend time out of your day fighting customer service and being extremely frustrated then I suggest you order elsewhere. For example Blue Mercury still has exceptional customer service or your local medspa carries many of these products and both these options have seasonal sales as well

I ordered revision skincare products, 200.00 dollars to be exact and the products irritated my skin. So because of this I emailed customer service to ask what the process was to return both items. It's an automated response, so you are not actually getting a real person. It asks for you to take pictures of the bottle number and they want to see proof of the irritation…
I went ahead and sent all the information they asked for and 2 days later, zero response.

Seriously don't bother ordering from DermStore because they try to make it as hard as possible to return their products!

I placed my order on Sunday, Aug 21. I'm still waiting for its delivery. DHL keeps changing the delivery date. Also, the refund I requested hasn't come through. Dermstore has changed their promise to me, originally saying I would be reimbursed in 3 - 5 days, then saying 3 - 8 days.

I love the dermstore tinted sunscreen sample my daughter gave me, so I bought some from dermstore - 2 larger tubes for $35 each and one small tube for $13. The sunscreen arrived on August 29,2023. The 2 larger tubes have an expiration date of 09/23! The smaller one had a date of 01/24. After many phone calls, jumping through hoops, sending photos, reading the batch number to customer service members, I was told to expect a refund. I received a refund for the smaller tube, but not the 2 larger ones which expired within days of receiving them! I now see that others have had a similar experience with dermstore.

I went to make a pricey purchase. Throughout the time I was sent incentives. First 15% off my total if I give them my email and text information. I did and I received nothing. Next I get offered a gift valued at $190 if I download their app and make a purchase. I did. Upon checking out I received none of all these things that were promised. I called there customer service. The woman was flat and truly bored, showing no interest in this difficulty I was having. She said if the gift is not there then they're out of them. I
Asked When will there be available? She replied l have no answer for you. Our giving a first time?I asked to speak to a supervisor, she replied there's none available. Of course not. I asked her when her supervisor would be available, She said maybe in an hour or so you can call back. I asked if the Supervisor could call me back rather than go through this whole thing again. She replied no.This company is not allowed to call a customer under any condition. That is so silly and ridiculous.I will never do business with them.I'm so glad I didn't follow through with the purchase!

As a test, I bought a few times with smaller orders and had ok experience. They have so many products all aggregated on one site, so for convenience, I decided to do a big order. That was when everything fell apart. I didnt receive my order. When I contacted dermastore, i realized there wasn't any real person to call to discuss about a complicated order situation. I finally got to 'chat' with someone online. The customer support staff did not understand how to help at all. (Most of them barely understood english.) It took many many back and forth and the staff finally seemed to understand. But I still never received my order or got my refund of the order that I never got. This went on for weeks on end and while the incompetence was on its full display, one of the products I really needed went out of stock but none of the many customer support ppl i interacted cared to tell me. I must have gone back and 'chatted' with at least 5 to 6 ppl, each time having to explain the situation from the very beginning and spent an enormous amount of time just to get to the part where all of the staff who do not seem to speak English nor do they have any critical thinking skills, to understand my issue. Many many tries later, i demanded to talk to a manager finally. The company aggregates products but they have no idea how to do fulfillment or customer support! The customer support teams are not trained at all. There is no accountability for any of the support staff. Do not order from them.
Order # *******
Date of experience: February 29,2024

Ordered several different products and never received any. No way to cancel online for me. They did not send an order update until 14 days after the order was placed. Made multiple inquiries but the website shows the same thing. Website shows order is dispatched but customer service shows it was never sent. The chat and messages function is not helpful as they don't provide the right answers. All these items were gifts and they screwed me over.

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!

I have been trying to get a refund for an unused item I returned in January. It's now August. I've been told multiple times that the item was refunded and to expect it to appear in my account in 3-5 days. The first Customer Service rep I spoke with today hung up on me. I've now been put on a "3-minute hold" with the second CS rep and 25 minutes later am still holding. I finally hung up and I am now holding (25 minutes) to talk to CS Rep #3. This is typical of the Customer Service. The good thing about Dermstore is the sales (thus the one star) and if a product doesn't work out for you, you can usually get a refund. The bad news is you may have to spend untold hours or months trying to actually receive it.

I ordered a couple of items to put on my eyes and I had an allergic reaction to it. They asked me to send them the expiration date which was hard to find because it was printed somewhere nonsensical. Turns out it had been expired for 4 years! And I was putting it around my eyes! Guess how much response I got to that information from the company? Zero. I did at least get my refund though I had to chase it a little bit.

First, I wish got ZERO-star option. They sent totally wrong items then I had to pay the shipping fee to refund the items due to poor refund instructions on the slip.
Second, I requested the cost of refund for the original items because I was worried that wrong item will be shipped again. Every time, a claim call goes to India and all 5 reps told me that I will get refund 3-8 business days for sure, but the money never ever showed up in my account. Finally, the manager figured out what is wrong.
Lastly, starting this refund process in first of July and they kept my money until 9/26. This is NOT ever acceptable. I do not recommend this store at all. Hope I am the last victim on this store. Proof of screenshot of false promising online chat rep is attached.