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.

Recently purchased 2 of your Elta MD tinted spf 44 skincare. The pump on both tubes is useless. Was so frustrated after pumping 10-12 times and never getting any lotion, took the top off to use. I should have stuck with the 3 oz. Spf 41 tube. Lotion is good but pump very unacceptable. I would never recommend this pump to anyone.

My issue was never with their products.
Their Processes…filling orders, shipping, customer service, conflict resolution are broken…
I finally got a refund not including tax. It took until the middle of August for a problem that began at the end of June. This after countless calls, waiting in a queue on the phone, no return phone calls (til the lend), email runarounds, no follow up on their end
The resolution process is extremely inefficient and convoluted. If I had not not FINALLY spoken to an individual who actually FOLLOWED UP… this would still not be resolved.
Their system of dealing with issues DOES NOT WORK.
They are going through changes and customer service is falling through the cracks.
Just beware

I've been a customer of Dermstore for about four years. I've found some helpful products - some a bit more expensive than usual, but I try to manage my fairly regular purchases carefully. Recently the site went through a redesign; I had trouble finding my points and a couple other things I'm used to seeing. I went forward with a purchase anyway without using points - even though I wanted to use them. Next time I logged in to make a purchase, I was curious about the points so I looked for them first. Relieved to find them, I used the amount I intended to use for my purchase -- then went to look for my product (which coincidentally was being promoted in one of their email campaigns), and it was out of stock. First, I'm kind of surprised that the product being promoted would be out of stock; second, when I explained my experience and frustration -- and asked for my points to be added back to my account, I was told they couldn't do this. I can understand if I'd done this kind of thing on a regular basis or truly changed my mind about a purchase. But neither of these apply. I was ready to buy. I am disappointed and believe this is an opportunity to make a regular customer even more ready to come back. Instead they've diminished my interest. I may be headed elsewhere.

I regularly buy a super expensive face cream from Dermstore, and about half of the jars I've received have been used already. If I didn't know what the packaging was supposed to look like, I'd never notice. They're always helpful when I alert them, and the replacement is out ASAP. Their prices and selection are good, but it's only worth dealing with the (gross) hassle if you're actually saving a significant amount of money.

I loved the product double repair moisturizer Lariche Posay and ordered it several times when talking to rep there she recommended another more expensive 75 dollar product and I did not understand it would be sent automatically and I was allergic to it It very hard to get their rep to give refund Got one refund for the 2 products after several calls and e-mails

I wrote a previous good review (4 stars) about Dermstore earlier this year. I now give them only 3 stars, because I always enjoyed their Surprise Boxes of either hair care, makeup, skin care. Now those boxes are gone. I haven't purchased since I saw that. Otherwise, I've not had a problem that they hadn't fixed to my satisfaction.

So I set up an auto order shipment of a product and it shipped before I could stop the order. This was my fault because I didn't keep track of how often it would be shipped to me. So no biggie, I can just return it. I did return the item in which I chose store credit as the option because it was free according to the site (and I would use it for cleanser eventually). I called today to see if I can use my credit and they said it was sent to me in an email. The two addresses in which I use did not contain anything from Dermstore. So I asked the representative which email and he said my college one. Apparently when I logged in using my FB account it linked with my college email. I found you can't use your school email after you graduate bc I totally tried to hack into it (and it didn't work obviously bc it's been 10 years). I have another account with Dermstore using my gmail but the representative said it wasn't possible to send it to that one bc its not the account I purchased the product with. Such BS and now I'm out 25 and some change. That may not be a lot to some but it is to me! So word of caution when you place your order make sure your email is set to the one you use everyday.

I find the website confusing... especially when trying to place an order. Nothing is just straight forward you have to manuvere your way to find what you are looking for. I usually have to call to place my order.

I buy only one thing from Dermstore (my face wash) but only when the prices get too high on Amazon. Two great things about DS. If you add the products you like to your Favorites, then you'll get 10% off during checkout. Shipment is always free with no minimums and very prompt. Besides that, Dermstore is a bit on the expensive side. And they have a nasty habit of discontinuing product lines.

I saved so much money when I come in here! Everything is only a dollar a piece. The staff makes it easy to find everything I need for dinner and that makes me a happy camper.

I used to get 2-day free delivery. Then that slowed down. Last time, I ordered in late November, and package still hasn't arrived, and it's December 7. I called and after being on hold for over ten minutes, got a representative. She gave me a tracking number and said it wouldn't be here until December 12.

Still, products are always of good quality and condition, and seem totally authentic.

Another problem, though, is that I've returned a few items, though not recently. I had to call and get an RMA number. Then, I had a return that was mysteriously "lost." After that I got package tracking from USPS. Two orders were "lost" again but miraculously found when I gave them the tracking number and proof of their receipt by USPS.

So now, I only order products I know I want need to return. And with this recent shipping delay, I probably won't order from them again.

I bought lotion and face products and it’s great! I got lucky maybe? But the customer service was kind.

Even after reading all negative reviews I still gave it a shot. I order my products without any trouble on the website got free gift plus free shipping. After I ordered my goods atleast for 2 hours you do see option next to your order where you can edit or cancel it. Once its in fulfilment you can't make any changes. Shipping was suppose to be 2-3 biz days I waited and after 4 biz days try to track my order it was still showing in transit I contacted USPS thinking its there fault but they were not able to help. Than I called customer service good thing there was hardly 5 mins hold and got live agent faster after explaining her situation she advise me to wait for 1 week and if I still didn't recieve it than they will re-ship it. Ofcourse I am not going to wait for so long so I just hung up and called next day and spoke to another agent and her answer was " oh, it seems the package has lost in our warehouse in transit so I will go ahead and re-order it with 2days shipping and will waive the charges. I accpeted the offer. Next day I got the products delivered but it was the original 1st shipment. Seriously they don't update there shipment status and they are not aware about it. I checked products they were in good condition nicely packed got some free gifts so I was happy about that. Now I have to call them again and cancel that 2nd order orelse I am sure they will charge me. Overall I was not satisfied rather I get it from websites who are responsible and they know what's going on with the shipments.