• Dermstore

Dermstore

Overview

Dermstore has a rating of 1.94 stars from 754 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Dermstore most frequently mention customer service, credit card, and tracking number problems. Dermstore ranks 1220th among Skin Care sites.

  • Service
    136
  • Value
    117
  • Shipping
    129
  • Returns
    100
  • Quality
    98

This company does not typically respond to reviews

Positive reviews (last 12 months): 0%
Positive
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Negative
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What reviewers want you to know

Positive highlights

No positive highlights yet

Critical highlights

  • Misleading promos and no help from customer service.
  • I'm going to dispute the charges with my credit card company.
How would you rate Dermstore?
Top Positive Review

“Great Products and even faster shipping!”

Ashley T.
2/21/23

I have yet to have any problems with ordering, placing and receiving an order. One time accidentally hit a button to redeem points on my account and I didn't use them for an order and if I recall it deducted those points even though I didn't use my credit for a purchase that particular time. The prices are a bit higher than what you may find at a drug store, but considering why I started purchasing from Dermstore and not from the aesthetics office for a bit cheaper than the competitors I've been able to get what I want shipped directly to my home without the pressure to purchase directly through the spa. They should offer promo codes too, but if you do reviews for products on their site you can get 50 points for being a member. Until I find somewhere else to purchase I will be using Dermstore. I'm not sure what's up with the customer service situation people have complained about, but it's worth checking out the website for yourself. Hope this helps you with your search.

Top Critical Review

“Expired products, no customer loyalty and awful customer service”

Alexandra L.
1/17/24

I shopped from this site for over a year until I discovered many of their products are expired. They say--but WON'T let you return your product. Their customer service is ridiculous--they can't communicate and you can't reach anyone at their customer service no. This company is a fraud. Don't waste your money here.

Reviews (754)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (225) credit card (55)
Thumbnail of user aqloeffler
1 review
1 helpful vote
January 17th, 2024

I shopped from this site for over a year until I discovered many of their products are expired. They say--but WON'T let you return your product. Their customer service is ridiculous--they can't communicate and you can't reach anyone at their customer service no. This company is a fraud. Don't waste your money here.

Tip for consumers:
Companies like this should not be allowed to advertise and lure customers into wasting their money that they can't get back.

Products used:
many expensive high end creams and serums

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Value
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Thumbnail of user luannep
5 reviews
22 helpful votes
January 22nd, 2024
• Updated review

Adding to my previous review. I actually placed the order previously reviewed via Rakuten. To date, Dermstore has not confirmed with Rakuten of the order so Rakuten won't credit my funds. My order was large and the Rakuten pay back to me is over $60. Another reason to steer clear of Dermstore. Apparently they are not honoring there commitments with Rakuten.

BEWARE - I will no longer order from them - SHAME ON DERMSTORE
December 1st, 2023
• Previous review

Dermstore was acquired by a company in the UK. I paid for a recent order on paypal on my Visa. I was charged over $8 for a foreign transaction fee. Yes, I understand that my bank did that, however, I find nothing on their site about their financials being in the UK and a possible charge for transactions to customers. If I had know I would have used my Discover Card. I am so disappointed with Dermstore that I will no longer be ordering from them. 'Dermstore' financials are in the UK, so, customers in the US now face international charges EVEN THOUGH the actual product is shipped from Pennsylvania in the United States. This really is a deceiving business practice. I hope other US customers realize what you are doing and stop placing orders as well.

Tip for consumers:
Just a deceitful practice

Products used:
OBAGI

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Thumbnail of user jaimes464
1 review
0 helpful votes
March 7th, 2024

Offered a promotion that showed in the cart for a free $100 eye cream. After I placed the order, the eye cream disappeared and contacted customer service. Had photos showing the promotion applied. Sent multiple messages to customer service and they would not honor the promotion. Not a trustworthy site and very poor customer service

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Thumbnail of user aoifem14
1 review
0 helpful votes
March 14th, 2024

I ordered a product as a present for my cousin, a month later multiple emails, forms, chats and it's still not arrived. Avoid at all costs.

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Thumbnail of user mw734
1 review
0 helpful votes
March 13th, 2024

Product never arrived. I asked to have it shipped with expedited delivery after I waited for a week and an half and they would not. Would not let me talk to a supervisor I asked where they were located and they lied about being in Utah. I called back like 5 times and every rep had an accent and lied that they were in the US. they don't care that I have had a bad experience with them. Would never subscribe to this company. Don't waste your time and money. Find another more reputable company. I have a feeling it's going to be a nightmare getting my money back.

Thumbnail of user producerjmg
1 review
0 helpful votes
March 20th, 2024

Dermstore sells items they don't actually have in stock and take payment. Then when you inquire about the items that haven't been shipped, they tell you it's out of stock but that they don't collect payment until it's shipped. This of course is NOT true. Then they say, they'll initiate a refund. But I didn't get an email with a status change on my order, or an email saying I'm getting a refund. I disputed the charge and have screenshots of the chat with their rep to back up the chain of events. By the way this wasn't a 50 dollar order, it was 322 dollars they charged, and just hung on to until I took action.

Products used:
Never got my purchase

Value
Shipping
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Quality
Thumbnail of user ashleyt836
1 review
0 helpful votes
February 21st, 2023
Verified purchase

I have yet to have any problems with ordering, placing and receiving an order. One time accidentally hit a button to redeem points on my account and I didn't use them for an order and if I recall it deducted those points even though I didn't use my credit for a purchase that particular time. The prices are a bit higher than what you may find at a drug store, but considering why I started purchasing from Dermstore and not from the aesthetics office for a bit cheaper than the competitors I've been able to get what I want shipped directly to my home without the pressure to purchase directly through the spa. They should offer promo codes too, but if you do reviews for products on their site you can get 50 points for being a member. Until I find somewhere else to purchase I will be using Dermstore. I'm not sure what's up with the customer service situation people have complained about, but it's worth checking out the website for yourself.

Hope this helps you with your search.

Tip for consumers:
Save & Utilize your credits for money off next purchases.

Products used:
Hair styling tools, facial care

Thumbnail of user nazanin.alipourfard
1 review
1 helpful vote
February 10th, 2024

I made an order in Nov 2023 which was supposed to be delivered 30 of Nov. I did not get the package. I checked the tracking website and clearly, it was left in front of another home. I shared a picture with customer service (Dec 26th). After several back and forth asking me to fill out the form, on Jan 10th they responded: "The completed disclaimer form has now been sent to the courier to continue their internal investigations. They have advised that we should receive an update soon."
I waited a month and no update. Today I contacted them again (through chat) and the agent asked me to go through the form AGAIN! I gave up. It does not seem they have any plan to do anything about the missing box (which is worth $192).
I requested a dispute through my bank and I'm going to order the package from somewhere else. I was so patient with them and did not receive good customer support.

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Thumbnail of user mzm51585
1 review
3 helpful votes
January 24th, 2024

I never received my product and I immediately contacted them and did everything they asked. I sent several inquiries, made several calls, and chatted with at least 4 different live agents. I even spoke with a manager who told me to just keep waiting for feedback as if I hadn't already waited for almost a month for some kind of feedback. They simply do not care.

Thumbnail of user blancafx0409
1 review
0 helpful votes
February 13th, 2024

The tracking shows their so called delivery partner "delivered" in 1 minute. Never received the item, while calling customer service, they insisted that I should sign a NDA and left a do not response email. Completly fraud and scam.

Thumbnail of user katelrube
1 review
4 helpful votes
January 11th, 2024

I placed an order for a $198 skincare product with Dermstore, using the address I have lived at for 11 years. The order never came. I contacted Dermstore, and was told they delivered to another address, which I had never heard of and never entered. It is about half a mile from my place, and I went to the apartment building, and the apt number on the address they told me they made the delivery to didn't even exist. I contacted Dermstore numerous times, via email, App messaging, and phone. I explained the situation, and asked for a refund or to be sent a replacement. Over and over, the people I corresponded with were absolutely unhelpful, and said there was nothing they can do. I will never order from this store again, and I advise everyone to avoid it. Zero stars

Thumbnail of user sandraj1499
1 review
3 helpful votes
November 28th, 2023

I ordered products that caused burning of my skin and eyes. They required lot numbers, which I provided, they wanted expiration dates that were not on the products, then they wanted pictures of the reaction. Not sure how to photograph burning of skin and eyes. Overall a very poor experience. I do not recommend this company. Buyer beware

Products used:
Obagi

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Value
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Thumbnail of user jakiem
1 review
2 helpful votes
February 9th, 2024

I've spoke to 7 "agents" about an undelivered package. Every time was promised a follow-up within 24-48 hours - haven't heard back once. Joke of a company.

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Thumbnail of user rm816
1 review
0 helpful votes
January 12th, 2024

I ordered the 1.0 fl oz of the Peter Thomas Roth Instant FirmX Eye Deluxe product and I was sent sent a 'Sample' size of 0.17 fl oz. I called customer service (overseas call center) and they told me the order shows 1.0 oz - but in SMALL print the description says 0.17 oz. HOWEVER, the shipped order shows 1.0oz. She offered me a $10 credit for Dermstore and I refused. She was kind enough to give me a full refund.

This is a total 'Bait & Switch' scam from Dermstore! I've seen it before and one of the MAIN reasons I order anything from Amazon only. I really want to directly support smaller stores but this is always the deterrent.

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Thumbnail of user lesliew767
1 review
0 helpful votes
January 2nd, 2024

I started using Dermstore about 10 years ago and in the beginning it was a great company where I could get products I needed at a competitive price. About 4 or 5 years ago they re-designed the accounts page online and it ended up erasing all the history of my orders. The new design was not better than the old, infact less user friendly. From that point forward I was not purchasing as much from the company as I found my products were available on multiple platforms. I still subscribe to Dermstore emails and this year during black Friday sales in November, they had a good offer so I placed an order. I ordered Nov. 21st and did not receive the package until Dec. 2nd. Normally they ship quickly and it arrives fast. Not this time and that was the first problem. But I put that aside as a one off. Then I opened the package to discover one of the items (a conditioning hair spray) was not even remotely protected. It was just thrown in the box and it had leaked all over. The outside bottle was sticky and had black spots on it. I immediately called dermstore to be refunded for the damaged item. I chose not to have it replaced since I did not have confidence the item would arrive promptly or be shipped securely. But it gets worse. Their customer service is in India even though the phone number listed to call is in the US (and says Odgen, UT). That was red flag #2. The third and worst part of this whole experience is that I was sent an email on Dec. 4th confirming they would refund me for the damaged product, but no refund ever showed up on my credit card statement. I called once again today (Jan. 2nd) to find out why they never issued a refund and all I got was the last person never did it. No explanation as to why. No immediate remedy. Just, we will go ahead and request the refund and it will show up 3-5 business days. This is UNACCEPTABLE. It will be well over a month, if I ever actually do get the refund. It's not alot of money, but it's the principle. If this is how customers are treated, I will never, ever do business with this company again. They lost a long time customer today. May this be a warning to others who chose to use this company.

Tip for consumers:
The returns process can take months. Shop elsewhere.

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Thumbnail of user elliots121
1 review
2 helpful votes
November 25th, 2023

Break out your calculator and review the order pricing especially if you're using discount codes. The Black Friday discount in my cart and checkout before entering my credit card info was not applied. Long story short they tried to charge me more than the cost according to the order summary breakdown. Also, if you make a return they don't credit back your credit card … they give you a store credit that will expire if you forget about it and don't use it.

Products used:
Trying to purchase sunscreen using a refund credit from a previous order

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Thumbnail of user sarah.marcaurele
1 review
2 helpful votes
October 16th, 2023
Verified purchase

I bought an IS clincal serum which is not cheap. When i opened my bottle, it exploded. I am no stranger to this product so it was either stored in the wrong temp, or i dont know. I am not the brains behind the product, but i emailed dermstore with pics of what it did. I probably lost about 20$ worth of product just from opening up the bottle and they completely ignored my email. That is poor customer service! I will not give my business to companies that don't care about the end user once they got their money.

Products used:
I purchased IS clinical serum which i love their products. But i never experienced what happened to me before with this product and i dont feel i should have to pay full price when it exploded when i opened it

Thumbnail of user gl184
1 review
1 helpful vote
April 1st, 2022

I saw the bad reviews after I had placed my Elta md order and I was pretty scared it wouldn't come! But nope— it came in like 3 days or something — super easy. So no complains here! Maybe they got better about it!

Products used:
Elta md tinted sunscren

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Thumbnail of user erikah298
1 review
1 helpful vote
March 6th, 2024

Update: After 1.5 months of no refund from Dermstore, despite three attempts to get a refund from Dermstore itself, I opened a dispute with them on Paypal. Almost two weeks later, Dermstore issued a refund. I don't think they would have if it hadn't been for Paypal contacting them.

Original review:
On January 25,2024, I placed an order with Dermstore. Later that day, I received an email stating my order had been placed with Pandion Pro and they would let me know when my order was out for delivery. Then, nothing. After a week, I tracked my order using the tracking number in the latest email. Apparently, my order made it all the way to my city in just two days and was then "lost in post", according to tracking. I have since called Dermstore once and used the live chat twice, to request a refund. The first time, I got no confirmation of the refund. The second time, I got an email stating my refund request was processed, and it would take 3-5 business days to get the refund. Fourteen business days later, I still didn't have a refund. I used the live chat again and was told my previous refund request had never been made, but she stated she made it for me this time. I got no email confirmation of this. I don't think I will ever see my $508 again.

Thumbnail of user lisalinscott64
3 reviews
3 helpful votes
October 25th, 2023

"In stock" items don't show up.
NO customer service to report to that you can hear, understand or get any kind of service from.
When you request a refund for the very expensive product you never received they refuse.
Fraudulent is the only way I can describe Dermstore.

Products used:
I never received it

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Value
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Thumbnail of user ilonalacy20
1 review
7 helpful votes
August 30th, 2023

Stay away! Got charged $510, paid for expedited shipping. The product was never send. It's been now 24 days since I'm calling/ emailing every day asking for my refund back. They keep giving me runaround and coming up with every excuse not to refund me my money. I have emails from their managers how refund was issued and I should have it 3-5 days and once that 5 day mark comes up they come up with a new excuse. Absolutely scam

Thumbnail of user jf530
98 reviews
41 helpful votes
April 1st, 2022
Verified purchase

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)

Thumbnail of user janeb294
2 reviews
10 helpful votes
December 28th, 2023

A simple return has turned into a 2 week investigation. This is the second time I've had this experience- there is no automated system to get a return approved, so you have to wait for approval after rounds and rounds of questions. It feels like part of some scam so they don't actually have to deal with returns. Never again.

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Thumbnail of user meganm1002
4 reviews
2 helpful votes
December 2nd, 2023

Been trying to get in touch with them about two orders that won't get delivered to my home. I live on a military post and only certain carriers can deliver. Lasership and Pandion can't. Pandion marked an order as delivered and the picture shows it not at my house but at a random gate that no one can get too or get access to the package. Of course, no one from DermStore can get back to me after 4 days. It's super poor customer service and no way to treat customers.
They sent me a canned response about canceling the order. I didn't ask about canceling. I asked about why no one has gotten back to me about the two carriers who won't be able to deliver. I have already filed a dispute with my credit card company. Very much don't recommend DermStore, Lasership, or Pandion after this.

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Thumbnail of user lp295
1 review
1 helpful vote
March 16th, 2024

This store is a fraud - expired products, promise of refund, customer service run-around. Do not shop here!

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Gain trust and grow your business with customer reviews.

From the business

• We offer over 700 brands, including physician-strength formulas and hard-to-find specialty brands
• We have over 100,000 product reviews from real customers…and counting!
• We offer free shipping on all orders all the time
• We give you free samples with every order
• DermStore is a 8 year Bizrate Circle of Excellence Award Winner for Customer Satisfaction
• We have licensed estheticians on staff reviewing products and personally answering questions submitted by our customers
• DermStore was founded by a Board Certified Dermatologist
• We only sell products that are 100% authorized by the brands we carry, which means they are real, safe, in code and certified by the manufacturer!
• 24/7 Customer Service

Business History

DermStore launched in 1999 with the vision of fulfilling the unmet need for a reputable dermatologist-backed online store, carrying only the finest cosmetic dermatology products. Founded by a board certified dermatologist, DermStore quickly set itself apart from its competitors by going beyond just being a distributor of high-end skin care and cosmetic products, and becoming a safe haven for beauty brands to sell their products and for consumers to purchase with confidence.

Since its launch in 1999, DermStore has grown to offer a range of more than 700 skin care and cosmetic brands, including 26,000 individual products. This, in addition to offering over 100,000 product reviews, along with expert advice and esthetician recommended regimens, makes it no wonder that DermStore has become a leader in luxury skin care and cosmetics online. DermStore's product offering consists of brands with physician-strength formulas otherwise only available through a doctor's or surgeon's office, widely available quality drugstore brands, exclusive spa care lines, salon-grade brands, and difficult to find niche and specialty brands from around the world.

Free Shipping on All Orders All The Time – At DermStore we pride ourselves in offering our customers free shipping on every order with no minimum purchase 365 days a year!

Samples Samples Samples – At DermStore we include free samples of customer favorites and best-selling products because we want our customers to be able to try new products before they buy

Company Representative

Thumbnail of user customerserviced1
Dermstore C.
Dermstore Customer Service
Typically does not respond to reviews
Our customer service team is available Monday-Friday 5:00am-7:00pm (PST), Saturday 6:00am-4:00pm (PST), we are closed on Sundays and all major holidays. We can be reached via phone at 1-800-213-DERM (3376) or via email at service@dermstore.com.

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