Dermstore

I actually never placed the order. When I was putting things in my shopping cart, I was under the impression that I was going to get 15% off my entire order because I had filled out a survey. But, the 15% was only if I was going to buy the same product that I bought before (which I would not as I was dissatisfied with the product).

When I found that out (I had called them because I though their site was malfunctioning by not accepting my 15% off code) I minimized my shopping cart and sort of forgot about it. A few hours later, my computer had a pop up that said I needed to update some software, so I did so and that required me to restart my computer. I never actually finalized my order and was on the fence about it because I wasn't getting the 15% off. I was going to look around to see if I could find the things I needed for a better price.

I never received an email from Dermstore saying that they processed my order. A few days later, the order just CAME on it's own and on the same day, later, I got a tracking number from Dermstore saying my order had been processed and was ready to ship and they gave me a shipping number, BUT THE PRODUCT WAS ALREADY HERE!

They charged my credit card and even though it is products that I would use, I do not think I will order from them again because they will just send you anything they want to without you getting a chance to confirm with them.

EMERGENCY SITUATION: DO NOT GIVE THEM A CREDIT CARD NUMBER!
I was put on an automatic order status without my permission and they kept send ing me the items monthly. This added up to $400 and they were still sending them, I could not complain through the website (not functional) or phone (please hold) click. Or email, no response and non existant email address furnished. They are a fraudulent company, no online business can have that many problems "by accident". I actually had to stop my credit card in order for the charges not to be put on automatically. The credit card company said that there was no explanation of what the charges were for nor were the charges in a recognizable name. Nor did they have a contact mumber for them. I have no recourse other than to start down a long road of effort to get back my stolen money. I sent back everything I ever recdeived from them so they have my $400 AND their products and I am forced to do all the work to report them to consumer boards, police depts credit card companies, and small claims court. Most people probably give up. No telling how much money thay have taken fraudulently! I am shocked they have not been shut down!

The quality of what I ordered was trouble, bad customer service! Will not be ordering from this company again!

Beware of Dermstore. Received 1 out of 4 items ordered - Dermstore denies claim for the missing items.
I ordered 4 items from Dermstore in June when they had 15% off SkinCeuticals. I only wanted SkinCeuticals Triple Lipid Restore (net cost $136) but decided to order 2 additional SkinCeuticals products (totaling $119) and a Jame iredale product ($24) since they were offering a 15% discount.

I received one very small box with one product - a SkinCeuticals Lip Repair which had a cost of $42 - with one very small piece of brown packing paper - no packing list - that was it. I thought the other three products must be coming in a separate box as each product had a shipping number listed. Nope, it ends up all four products should have been in the same box.

I filed an enquiry with Dermstore with a photo of the box and contents and here is their response:

Your account has been reviewed by our investigations team.
Following the information you have provided, we have reviewed the CCTV footage of the packing of your order.
The footage shows that the parcel was correctly packed on this occasion.
Unfortunately, we are unable to offer a refund or replacement at this time.
We have now closed your account and we will not be accepting any further orders from you.

Well, I'm not sure what happened after the CCTV footage, but I DID NOT RECEIVE 3 ITEMS COSTING $237. Did the order tip over? Did someone take the items before shipping? Put in the wrong box? I have no idea what happened, but I did not receive the items.
I have filed a claim with my credit card company and hoping they will honor the claim - my only claim in probably 30 years of banking with the credit card company.
Just need to rant and also warn others. Beware of Dermstore. I have since found many other negative reviews of Dermstore - wish I had looked before ordering.

I'm not one who normally posts negative reviews, but I will NEVER, EVER EVER order from this company again. I've had the WORST Customer Service experience from them. I've called because my first order with them was 3 weeks late and I couldn't even Track it because they use Newgistics which is another negative experience regarding order tracking, etc. I can only say that after speaking with them at least 4 times to find out when I am getting my delivery, I've only been treated nicely ONCE. The other reps who I've talked to were super rude and talked over me and made me feel like I was the one inconveniencing them. I was willing to give them another chance today after my order STILL HAS NOT ARRIVED after 25 BUSINESS DAYS, and the CS rep talked over me AGAIN and was SOOOO rude! Despite the rudeness, I remained calm and just got my refund and hung up. I wanted to remind her who the customer was and that I could have made a new order and give it another shot but after talking to her, it reminded me of how nasty these CS reps are and I did not want to give this company my money anymore. This is not about my order being late anymore, it's not about the money and time spent wasted, it's about how a customer is supposed to be treated. Because of the people who work here, I will NEVER do business with this company again. Please stay away, not worth the product discounts. The CS reps are horrible!

Horrible customer service. Absolutely horrible. THEY lost my package and couldn't help in finding it! The worst customer service!

Love on line service. Shipping is fast and easy. I always get Nailtiques products. No complaints. Only praise. Happy here. Thanks!

I have been a loyal customer for years but my last experience was beyond disgusting this is the 2nd time I receive an expired product from them. The first time I just throw out the product second time I ordered Skinceuticals c e ferulic which I have been using for years ( Not through their site) I decide to order it through them the product was delivered in 2 days when I open it it was super dark orange color, anyone knows vitamin C shouldn't be that dark unless if its oxidize or it an expired product there was no expiration date on the package, unfortunately, I went ahead and wanted to give it try since I was out of mine, I used it one time and got a bad rash all over my skin ( I have very clear skin) This pic is after days s of cartizon creams. I tried to contact them there was no email or phone number and when I contact t them through their chat service it was new person every time and ask for the same thing ( sent us pictures of the product/ur skin rection) which I did and been doing for over 2 weeks till I gave up. Will NEVER use them anymore! I will be contacting Skinceuticals to report that!

This company's motto must be that the customer is always wrong. From unreasonable order processing times (items in stock not shipping out for 3 weeks; backordered items with an estimation of 1-3 weeks taking 7 (yes SEVEN) weeks to arrive, to promised free gift promotions that were ignored because of the amount of time it took for THEM to process and ship an order (I'm talking an $85 free gift here that I got screwed out of because they claim it's "while supplies last" which to me is borderline fraud and false advertising at the very least - The item was even included in my emailed receipt but their records "do not indicate that it applied to my order." Total BS. Their website also only apparently works from a desk top or with Google chrome, so as an Apple user I was told I was SOL if I wanted to be able to log in unless I downloaded a browser I didnt even have. I was also signed up for an auto ship subscription that I did not actually sign up for and that didn't even show up in my accounts subscription section until the last minute when they tried to Bill me the $150 for it. Luckily I had removed my card on file before that happened, and then magically there it was, showing up in my subscription and pending order section. Guess I should have been using chrome all along. Oh and speaking of billing, if you order something and it takes them 3 weeks to ship it, the charge will authorize in your account and then disappear and then suddenly reappear (3 weeks later) without warning. Not even an email to let me know I was being charged $167 the week before Christmas. Awesome. Their way of dealing with you to shut you up is to offer you points towards future purchases, which only lead to further headaches in my experience. I have never complained to a company or about a company like this in my life. But it has legitimately been one thing after another and I am disgusted. Especially with how much money they must be raking in. Shame on them all. Everything about this company sucks. Order from them if you want ridiculous processing times (which they will then blame on usps, which doesn't even make sense since it takes them so much time just to process and fulfill an order, and if you then have an issue, heaven help you. Because customer service won't.

I ordered a skin cleanser from this site in the 6 oz size, when I received my package it contained a 2oz sample size of the product (I had paid for the full size) along with a skin moisturizer that I did not order but assumed was a sample owing to its small size (more on this later). I called customer service, and I did get speak to a live and easy-to-understand person pretty quickly, so kudos for that. The representative said that she would send me the full size product. So... cut to a week later and my package arrives from the DermStore. I opened it, and AGAIN they sent me the 2oz size of the product. I didn't call them that day, I was too annoyed. I ended up not calling them at all because the next day I tried the skin moisturizer accidently sent to me and I really liked it, so I looked up the product online. Come to find out that the product was actually full sized and pretty pricey, more than what I paid for for the cleanser. So I decided to let it go and just never order from them again, all's well that ends well, amiright? No, I am not. Because today I get home from work and check my mailbox (snailmail) and there is a copy of More magazine in the box addressed to me. I was like wth? Called More magazine and spoke to a very nice person who explained that I received my subscription "free" with my dermstore purchase. I told her to cancel it. Whenever I order ANYTHING online I always opt out of all "free" offers, so I have no idea how this happened, but it really pissed me off first of all because I did not order the mag, second because you KNOW that turns into a paid subscription after a certain peroid of time and third (and this is my own vanity, I know) I am in my TWENTIES! The end.

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

My recent shopping experience left me disappointed. I had placed an order with the expectation of receiving two free gifts as advertised on their website. However, upon reaching out to their customer service about the missing gifts, I was informed that the promotion had not been applied to my order during the purchase process, and they were unable to fulfill it.

What aggravated the situation was the fact that the advertisement for the free gifts was still visible on their site even after I had made my purchase. Despite engaging in multiple discussions with their customer service and expressing my frustration, they offered me only a $10 credit for my $171 purchase. Respectfully, I declined this offer, as all I wanted was for them to honor their advertised promotion.

This entire experience has left me feeling unsatisfied and disheartened. In my opinion, companies should stand by their advertised promises to ensure a positive customer experience. During my discussions with their customer service, it became apparent that the issue stemmed from a technicality in their system or process, which prevented the free gift promotion from being applied to my order. While I understand that technical glitches can occur, I firmly believe that such issues should not negatively impact the overall customer experience.

As a customer, I expect a seamless and hassle-free shopping process, especially when a company advertises a promotion. It is their responsibility to ensure that such promotions are properly implemented and honored for all eligible customers. Regardless of any underlying technical difficulties, companies should promptly rectify such situations and provide customers with the benefits they were promised.

In this particular case, the offered $10 credit fell short of being a satisfactory resolution, as it did not address the primary concern of honoring the advertised promotion. I believe the company's response should have been focused on finding a more suitable solution to fulfill their commitment and maintain customer satisfaction.

In essence, while technicalities in systems and processes can occasionally arise, they should never be allowed to compromise the customer experience or overshadow the fulfillment of advertised promises. Companies should prioritize resolving such issues promptly and fairly to preserve trust and loyalty among their customers.

Love this site! The products are awesome and the shipping is free... always!