DermstoreReviews 488

I placed an order with Dermstore and received a shipping notice with a UPS # on it the next day. The UPS tracking progress indicated the shipping label was created 12/27/21. It has not moved out of their warehouse (never given to UPS). Five business days later it still just shows label created ready for pickup with the same date of 12/27. Despite numerous calls and chats, there is always some double talk and run around and no promised call back from customer relations. WELL, it has obviously not moved out of their warehouse and they should either refund or replace an obvious mess on their end. I will never order from their again and caution anyone who does... good luck if you get it shipped to you and with the right products enclosed.

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.

Scammed me. Ordered on 12/21 with promised delivery before 12/25. Paid way extra for expedited shipping. It is now 12/28 with no product. This was my gf's Christmas gift. No customer service. Unable to get a refund. What kind of business promised delivery by Christmas Eve in their FAQs and not only miss the mark but miss it by a mile? It's been more than a week! Why did I pay for 2day delivery?

Horrible customer service. They do not allow emails. Web portal does not work properly. They refused a return of a very expensive beauty product that caused a reaction. They lost a long-term customer due to customer service. Buy elsewhere if you want to be able to deal with customer service or return a faulty product. I've ended my long term relationship with Dermstore. I will never use them again.

I bought a $500 face product from this site, they sent me the wrong item so I returned it. I DID THIS BACK IN JUNE and they STILL have not refunded me my money even though I have:
1. Proof they received the product,
2. Have notified them multiple times with this proof and proof of purchase.

I have sent over 30 messages to them, contacted them on the phone, and through their chat. They have given me 5 different confirmations (some in writing) that they would refund me immediately. They keep telling me to wait 7-10 days and if it doesn't go through to contact them again. When it inevitably doesn't, I do contact them and they have to start the investigation over again. Each time I message them, they close the issue as "completed," obviously not investigating still.

This isn't a small amount of money, at this point, I have spent HOURS trying to get the money back. Writing this message I want to cry because the experience has been so stressful. DO NOT BUY FROM THESE PEOPLE. They have horrible customer service and I don't want anyone going through the stress that I have during these hard times.

Placed order three weeks ago, they immediately said it was shipped and billed my credit card. Numerous requests all end with they're "so sorry and are looking into it and will get back in 24-48 hours". I have requested them to cancel the order and post a credit with no action. I will file a dispute with my credit card company indicating that I believe they have turned into a scam site. Having been in the credit card business in a prior life I'm sure it will set off some alarms as they don't want to get left holding the bag.

AVOID THESE GUYS AT ALL COSTS!

This used to be a legitimate online company but it seems they changed hands recently. I ordered a serum and an eyeshadow and after Black Friday discount it was about $150. They used a shipper I've never heard of called "Lasership" and their tracking info claims it was "Left at the front door" on 12/4/21. The problem with this is my mailing address is my post office box and my local post office has never heard of Lasership. You mean to tell me your sh*t shipper left my box at the front door of the post office? Because the post office will not deliver such a package to anyone and would likely call a bomb squad to remove it because NO ONE could possibly be so stupid. I called dermstore and not only did I wait on hold for over an hour being the only person on the queue according to their system, but NO ONE ever answered the phone. I contacted by app and they sent me an email telling me to check the address and look for the package. The email address returned my email because they block you from responding. So I had to call my credit card company to get my money back. Don't ever use this company anymore because they were clearly purchased by someone who has no intention of filling orders and will just keep stealing people's money until the attorney general shuts them down.

I have had a terrible experience with Dermstore. I cancelled a subscription for an item in in October and then was charged again in December (a higher price mind you) and I had to cancel that subscription. I have documentation that I canceled two subscriptions for the same item. When I called customer service (three times as phone line constantly was cutting off -not due to my part) to return the item, the representative wanted me to return the item and if I was charged shipping, they would pay me back. I asked why they couldn't just send me a prepaid label in which I got no answer. I plan to take my business elsewhere.

Be aware of this company when it offers a free item if they run out, they just want you to make the purchase and could care less if they honor their advertisement of a free item with purchase. I was not aware of this and supervisor never called me back.

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.

I was sent the wrong product. I have called no less than 10 times. I enter my order number I wait on hold and then I get a message that says the Google subscriber I'm calling cannot be reached. I tried a different extension and was able to leave a message twice with no return phone call. I have tried calling at different times as well. I understand product mistakes happen but at this point it's definitely very frustrating but I can't receive any help to correct the issue.

My order shows delivered, via DHL. I don't have my product. Contacted DHL and they won't help. Contacted Dermstore customer service. Waited on the phone for 18 minutes. Got someone that never gave their name, couldn't care less that I didn't receive my product and was very unhelpful. Best they can do is research where my item went. 3-4 days. IF it can't be located then they will provide me a new order. Luckily... I get to wait for AT LEAST another 10 days before receiving what I ordered and paid for days ago. Not likely that I'll ever purchase from here again.

Don't buy from Dermstore. I purchased several items that was delayed by 2 months. I told Dermstore to cancel the order but 1 item of that ordered arrived, they said they couldn't cancel it. I went back and forth about the delay in the order and they finally said they would cancel the other items since I bought it elsewhere. Then they shipped it anyway. They said I could return the items. I returned those items and 2 others from 3 other orders. After more than 2 months, They claimed they never received any of the 3 packages and told me to find the packing slips since they don't save packing numbers. I had to find my old packing slips and checked the status. They all arrived 2 months ago. I went back and forth with customer service about 8 times and each time, they never read through the history of the previous messages so I had to explain the issues all over again. After proving all 3 boxes were returned, they issued 2 of the returns and again claimed they didn't get the 3rd box. Again, I had to proved that it was received 2 months. Buy from SkinStore. They offer better discounts and codes to use from YouTube influencers of more than 25% on most products. Dermstore lies and has the worst customer service.

Their customer service is inadequate/ at times nonexistent. I've tried to cancel multiple orders, the reason being that they will have promotions going on at the time that should apply to the items in my subscription but the promotions are never actually applied to the subscriptions. I just really despise trickster websites like this that get you to subscribe to products and then make it impossible to get in touch with an actual human to cancel / return the order. Last time I went on my dermstore account to cancel my subscription before it was set to be processed but the entire system was down (for about 48 hours) and by the time the system was running again my order had shipped and I was unable to cancel it! When I explained this to them and that it obviously wasn't my fault they had zero leniency and it was super frustrating. I generally don't like to work with companies that don't take responsibility for their own mistakes. I think it's safer to stick with Sephora or Ulta in the future.

Be aware of very inconsistent pricing. They are a the same entity for several brands together, but sell the same product in different prices. I purchased Christophe Robin's shade variation treatment with Black Friday 30% off on 11/21/21 at Dermstore website. However, I got an email from Christophe Robin for 40% discount for the same product on following day, 11/22/21. I contacted Dermstore customer service on 11/22/21 to cancel my order as I could get $9 cheaper through Christophe Robin site. Please note both belong to the same entity called "The Hut.com Ltd." They declined to cancel my order and shipped it on 11/23/21 instead. Dermstore state "free return" and "customer satisfaction" in bold and you would not notice hidden charges such as $15 fee and non refundable shipping. As I ordered 2 of the 40% off products with only 30% off, I just lost $20 purchasing from them. Never buy from them again.

Purchased a 500.00 facial massager. Returned it immediately unopened bc i found it cheaper elsewhere and had to send dozens of emails over a month to get my money back. No reason, they just don't want to refund you.

I should have learned from the first purchase. This time email is no longer in service for the company. Website doesn't work on tablets. First time I called I had to leave a msg. Second time I called, the person was useless in problem solving. Tracking states it is being delivered today... in another State.
Never again.

Spoke to several employees this year to investigate a charge dated November 29,2020 for $149.00. Was told no record on file for charge & I sent copy of the charge to my Visa CC. The answer always is " I will send concern to have someone look into this" and I never hear back. I did not receive points into my account either. Poorly managed business that will eventually suffer as customer service unacceptable.

I'm a multi year customer of Dermstore having multiple purchases of skin care products, hair care products, lotions, and makeup. No issues until most recent purchase of 6 items made on 9/23/2021. 3 of 6 items received 9/25. Obtaining the remaining 3 items has been beyond frustrating and exhausting. I received automatic generated emails (with no option to reply( multiple times (9/26,9/29,10/5,10/6) stating my order was in the way. I emailed Dermstore via their online "help" 10/5 about missing items and received reply from "Meg" confirming my outstanding items were sent in a separate package. Received nothing & called customer service 10/21 and spoke for 10 minutes wherein I was told 1 of the 3 items was out of stock, and she would follow up, talk to supervisor, and I would receive confirmation email. Received no email, no contact, no products. Contacted customer service again via phone 10/28 & spent 13 minutes on phone wherein the woman stated nothing had been done with my previous call other than noting "1 item may or may not be in stock." I had asked to speak to a supervisor and was told none was available. The second customer service rep also said 1 of 3 items ordered was out of stock. I then asked if I could just receive a refund for the 3 items I had ordered 5+ weeks earlier and never received, and I was told she could not issue a refund, even though it was confirmed those 3 items were never sent. She then said all would be passed onto a supervisor, and guaranteed a phone call from a supervisor within 24 hours & a confirmation email. It's been 48 hours. No call, no email. My order is still listed as "processing." In the 5 weeks I've been waiting for the remaining items for which I have been charged to arrive, I have received 59 marketing/promotional emails from Dermstore…including 3 emails promoting "triple points" for 2 of the items (Olaplex hair care items) I haven't received, and the item said to be out of stock is Olaplex Conditioner was including in the promotion. I'm beyond frustrated and disappointed with Dermstore.