Dermstore

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.

I've purchased from here twice, both terrible.
1. I purchased 2 products that said available and would ship soon. 1 month later, still no update or products received. I messaged them and they said they were backordered. I requested a cancellation and they approved it and said to expect my refund. Never got it. Then 4 months later, I received the products. And now they are outside the return window. Insane.
2. Separate order, products were received in a timely manner. But the product was broken. Terrible customer service and gave up trying to get a replacement.

JUST DONT DO IT.

I placed an order on November 26- it is December 29 and my order is not even close to being here! After multiple attempts of contacting customer service- all you get is that if you ever will receive the order then you can return it! After 2 months of waiting, I don't need it anymore but you can not return anything because the order is past 30 days! Never again Dermstore!

I purchased a product back in April 2022 with Dermstore, I received an email saying product was delayed then on June 2,2022 (screenshot attached), I received an email saying my product was cancelled & that they will give me a refund. It is now August 2022 (2 months later) and I still haven't received my refund. I have called multiple times for a status update on the refund, spoke to four different customer representative, on multiple occasions the representative reassured that I will receive my refund within 3-5 business days. It's been 4 months now, I did not receive my product and I still haven't received my refund! It has been the most frustrating customer experience. I will NEVER buy from dermstore again. Please protect yourself from this headache!

I think majority of these reviews are fradulent. I've been ordering from Dermstore for a few years now, and I've only had issues with only two orders in the past. One order was said to be delivered, but i never received it, and Dermstore issued a credit back to my account and sent a small free gift in return. It did have to send a few emails for a response, but it was ultimately resolved. All products I've received were in perfect condition, no broken seal or used or expired products as other reviews stated. And for shipping, I usually choose the free shipping option, and almost always receive them within 48 hours (business days).

Bought the olaplex gift set a month before Christmas. The order was delayed 3 times and ultimately cancelled about a week after Christmas. I got an automated email saying it's out of stock. When you go to their website... not only is it in stock, but they hiked up the price nearly $30. Unfair business practice and extremely shady. I emailed and they stated they will take it off the website but have neglected to do so.

My first and only order with Dermstore was for the DHC White Soap. I ordered 27 bars, which is normal for my family, as we stock it pretty well and for long periods. The bars are shipped in packs of 3 bars, so my order was for 9 packs of 3 = 27 bars. I was charged for 27 bars, and was shipped 9 bars total. When I wrote to Dermstore's customer service dept., I received "ZERO" responses. My only recourse was to dispute the charge for 18 bars of soap. Obviously, this company is lousy at filling orders, and negligent to respond to customers' queries. But they had no problem taking the full charge for my order... next time I want 1/3 of an order, it won't be with these folks. I am very disappointed.

I am a female who invests in quality skincare. My experience with this site was awful. Absolutely terrible return policy. They make you pay for your own shipping to their company. They also charge an extra $15 dollars for anything you want to return. Literally disrespectful customer service and slow response rate. They do not care about you. PICK ANOTHER SITE, ANY OTHER SITE.

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

Very bad customer service, let me purchase out of stock and gave me a 6 weeks delay. At the end 0% discount, no extra gift, and i had to put more products to replace the one that was out of stock. Just hate this

I ordered a $99 product. Tracking shows it delivered, but it wasn't. So, i've been going in circles with what appears to be automated customer service--when i reply i receive the same intro message. They can't even answer how it was shipped. All i know it that it was USPS, but they won't give their address or if it was first class or priority. This would help my post office in the search. This was the first time using Dermstore.com. Not a good experience. Also, you have to use to use their site to message, which adds annoying steps just to communicate.

Horrible company, I should have read these reviews before order I can't believe this kind of business still exist in this modern century, I got ripped off big time by dermstore,
Reminds me of online Nigerian scammer, You dont get discount what they advertise you, what they do is baiting you with discount code and will charge you more with adding more items without your permission. Also responsibility of thier error is all yours, and they don't fix this error,. That's how they make money with it, it's called scam,, it will start your nightmare from there
So Better stay away from this fraud. You won't get refund your or you need to put your hard work and time for it,
They have very professional system for scamming you. Seriously I think they should shut down business.

I bought skinceuticals directly from their website for a couple of years but recently wanted to by from dermstore to save on shipping since they offer it for free. Should've known better. The product is a fake. I opened it up to start using it and noticed the smell was off. This is my 6 bottle so I know exactly what the smell should smell like and it was definitely off. I went and got my old bottle to compare and notices the label was a little off as well. I bought another bottle this time from skinceuticals (broke my bank) because it was bugging me and I wanted to see what it should look like. I got the bottle and I was right. The one from the dermstore is fake. The smell was off and the label was off. I took a pic of all 3. My old empty bottle on the right. Fake dermstore on the left. New skinceuticals in the middle. And $200 down the drain. Don't buy from them.

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