SkinStoreReviews 340

I order some products from Skinstore. Email sent to me my package would be delivered 6/2/23-6/5/23. When I click the tracking number, it said my package was delivered 5/30/23. I Have Not received my package and cannot get a hold of them. The customer service says they are open between 8am-8pm, I'm calling at 4pm PST, if its EST it would be 7pm. Still no live person to provide any info. Their live chat dont know crap and tells me to contact them back because their system is down. SCAM! Stay away.

At first I was skeptical after I ordered because it took a while to be assigned a tracking label and be shipped. The customer service number didn't work & the chat worked only once. They were very responsive via email. I got it within about 5-7 days. It was a $400 purchase but I got exactly what I ordered in perfect condition. Will be ordering from them again :) -Stef

After taking over a month to receive my products, and repeated attempts to get the status from the customer service department, the company made me PAY my own return shipping since I had to replaced my product from a legitimate and efficient retailer. Will never purchase from skinstore ever again.

This company is scam! I ordered a full size shampoo and they sent me a sample! When I brought it to their attention, they wanted to offer me $10 for my inconvenience. I paid $24 for a shampoo that they failed to ship to me and they want to refund me $10 for the product I never even received? This incompetent lot somehow came to their senses and shipped me a replacement product. Guess what? It is still the same sample size shampoo. So I am still out $24 and stuck with two samples. This is the worst company I've ever had the misfortune of doing business with. Stay away!

I recently purchased two EXPENSIVE Colorscience sunscreens from Skinstore.com. I was not happy with one of the products and attempted to return it. I was told it had to be sealed and in new condition. What kind of customer service is that? How are customers supposed to try products if they can't return them? Now I'm stuck with an expensive product I can't even use. This is frustrating!

Skin Store customer service is non-existent and will not help you in event of issues with the products. I would recommend staying clear of them and looking elsewhere.

I CALLED TO CANCEL THE ORDER WITHIN FEW HOURS AFTER ORDER WAS PLACED, AND THEY SAID THE ORDER IS IN WAREHOUSE AND THEY CANT CANCEL,AND I NEED TO RETURN AFTER RECEIPT OF MERCHANDISE.THEIR RETURN POICY IS IN FINE LINES SO THAT THEY COULD FORFEIRT YOUR MONEY WITH AN EXCUSE. I FOLLOWED EVERY STEP TO THE T. AFTER RECEIPT OF RETURNED PACKAGE, THEY ASKED TO WAIT FOR 2 WEEKS FOR WAREHOUSE TO REPLY. AFTER 2 WEEKS WHEN I CALLED I WAS ADVISED THAT I HAVE TO WAIT 48 HOURS FOR WAREHOUSE TO REPLY TO CUSTOMER SERVICE. THEN THEY ASKED FOR PROOF THAT I PAID FOR RETURNED SHIPPING CHARGES. STILL AFTER OVER ONE MONTH I HAVE NOT BEEN ABLE TO HAVE MY MONEY BACK.

They are total scammers. Said my items would ship by 2/28. Contacted them 3 weeks later and this is the response:Thank you for getting in touch about order *******.

I apologize for the inconvenience.

Please be advised that due to recent changes with our courier we can no longer ship to some countries including the US which I do apologize for.

Sadly we don't have a confirmed date for when we will be shipping again, however this is continually being monitored and when possible we do hope to ship to here again.

Because of this we might have to cancel your order, but you can place this order again if you have an alternative delivery address.

Once again we apologize for the inconvenience caused.

If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

Kind regards,

Slondiwe

How do you lose a package to be delivered to a post office box and then ask me to check my neighbors houses. My neighbors have nothing to do with a post office box. Now they want me to fill out papers so they can investigate. Sure didn't mind taking my money and now no product but they want me to fill out a form so they can investigate the loss. Company has no ethics or knowledge of customer service.

The positive: I ordered Skinceuticals products during their 15% off sale, which they normally have 2x/year. I also got a rebate from one of the rebate websites, which gave me 16% back. The rebate has in the past has been 20%. The negative is, they don't have a customer VIP program, which means I can't earn points for rewards. They also do not let you change or cancel an order even on the same day that it is placed.

The negative: Delivery is worse than snail-like. I placed 2 orders on Black Friday. The more expensive order ($200+) was delivered in about 15 days by FedEx. The second order was delivered in 23 days, in significant part because UPS handed the package to USPS, which took 10 days to ship it from California to Hawaii.

I ordered something from SkinStore on Black Friday and I am still having issues. I immediately found a better price at Editor's Pick and I wanted to cancel my order. Skin Store said they can not cancel because it had already been shipped. Hmmm that's weird, how could it be shipped within an hour late on Friday night? So the package FINALLY came (a week and a half late) and since then I have been trying to return the product. I have been told that a courier service will contact be within 24 hours to set up a pick up time. It's been over 2 weeks and still nothing, even after Ive contacted them 3 more times. When I email, I get the exact same spiel.

They do not have a working number and the chat line is often "unavailable" even though website says it's available 24/7. When you finally are able to connect with an agent, it's like pulling teeth for them to even find your account. Your name, order number, and email are NOT enough. I have $364 unopened waiting to be returned, but this company is poorly managed. Please order from somewhere else. I absoluetly loved my experience with Editors Pick. But I think anywhere would be better than Skin Store!

I order from a makeup kit for them for my mother's birthday. I was curious why I didn't receive my package yet and reviewed my dhl tracking number. I realized the company just completely didn't put my address, just my city, state and zip code. My address is filled out and complete on both the website and on PayPal, so there's no way a mistake like that can happen. And they also show that I received the order! I should've paid attention to the reviews before ordering. Please don't end up like me!

Horrible first experience. Firstly, I wasn't informed about the unavailability of a product I ordered. Secondly, my order did not arrive. After many days of waiting, I asked customer support about it and they told me that one of the items is out of stock and they'd initiated a refund. They asked me whether I want a refund for the other item as well and I agreed. It has been more than a month since then and there have been back and forth but I have still not received my refund. They told me that I would get my refund within 3-5 days but this was almost a month ago and I'm still waiting. BEWARE! DO NOT PURCHASE FROM THIS WEBSITE!

My order was lost in the mail and I contacted customer service more than 10 times. Everyone I chatted with promised that it would be resolved in 48 hours. After 3 weeks, I have not heard a response from anyone. They don't have a phone number to call and you're forced to chat with their online customer service. They said will refund you or ship a replacement to you. After that I have not received my refund or replacement, then they said they are investigating with FEDEX and make me keep waiting. I urge everyone to boycott them and put them out of business!

I ordered twice last week. It only says $7 or $10 for each of the item that I chose from the website. Next day I ordered again and the total is only $34 but they charged me $65 for the first order and $67 for the last. Until now I haven't got any of my order!
THEIR PRICE ON THE WEBSITE IS DECEIVING! Its a scam! And hopefully my orders will come this week. I was very disappointed! And Im not gonna order from them anymore! Plus I'm scared that they already have access to my credit card. Dissatisfied customer here

Seems like a ghost company with some fake products for sell, now I'm stuck with 4 bad Skin Ceuticals products and customer service is a joke, makes me feel like they are playing with me and just want me to give up trying.

I have been purchasing from Skinstore for a long time and never had an issue until I received a damaged/dried up product. I contacted customer service and went back and forth for 4 months over $22! It was pure frustration, but for me it was principal. Customer service is horrible and the company unethical. I closed my account and won't ever purchase from them again! Clearly, I'm not the first! Good luck Skinstore—I can't imagine you will stay in business with this approach!

After promising twice to arrange pick up for product shipped to me in error, that didn't happen, I had to find a way to return the wrong item and pay $25 FOR THEIR MISTAKE! Promised I would get confirming e-mails - didn't happen. These people are deceitful liars that prey on homebound seniors. STAY AWAY

I had to argue my $200+ nuface wasnt holding a charge, they argued with me about how its tagline saying "all it takes is 5 minutes!" and if it dies after 10 min, thats on you. What? They never even used this machine, have no idea what it's about and still vehemently stood by this tagline as if it was a fact. The rep was insanely rude, not customer service rude but plainly rude. I had to sit there and explain how that was just a tagline to both her and her supervisor. They wanted me to spend my own money to send back a faulty machine. Wild. It was a 45 min convo, still in disbelief. Heres a real excerpt from our chat.

"Please be advised the item is not broken and please refer to the product description provide above. The label is sent because you insisted on returning the item rather than taking the option to make your life a lot easier and follow the process."