Hello,
I purchased the Mama Mio tummy rub oil and tummy rub butter - after using the product for one day, I developed a skin rash on my stomach. When I wrote to the customer service of SKIN STORE - on July 15th relating to the my experience, and requesting a return of the product for a refund. Their response has been a lot of words of helping with zero action. They want to send the products to the lab to test to see why I had a negative reaction, and then upon their findings they will let me know. When one thinks of customer service, and how it should be - a company should make the customer happy first (because that is when you build a relationship and have repeat purchases), Skin Store is no where in the league of what it should be for customer service. Today Aug 25th I am still waiting on a response from them. One is better off purchasing products from a store that supports their customers i. E like Sephora or Amazon!
Ordered a product. Opened the box to use the product. Defective product. They wouldn't even allow me to exchange it. So, basically, they sold a product that doesn't work and won't even exchange it, let alone return it. WTF?
I ordered on 27th May. My order was supposed to arrive on 8th June at the latest. I contacted Customer Services about my order and asked them to look into the status of my order. I gave them all the relevant information and was told that they could not find my order and that my email address did not exist with them, even though they'd emailed me previously. Eventually they found my order and told me to wait until 27th June to recieve it.
Judging by all the negative reviews, I doubt that I will ever receive my order. If I do, I will write another review stating that my order has been received and all is well. However, I'm very glad that my order was for a fairly small amount. I feel very sorry for all those people who have spent large amounts with no goods to show for it.
DO NOT BUY FROM THIS COMPANY. Their return policy states that if you are unhappy with your item for any reason, you can engage them for return within 14 days of receipt.
They DO NOT ABIDE BY THIS POLICY AT ALL. I ordered their $150 advent calendar for my daughter for Christmas. It arrived with a damaged advent box. The box is PART OF THE ENTIRE GIFT, yet they are saying that they will not replace the damaged box with an empty one because it is "outer packaging".
They will not exchange the entire item, for an undamaged one. They will not return it for a refund. This is the second horrid experience I have had with this deplorable company. And you cannot call them or email them.
You are only able to message them through their horrendous portal on their website.
I submitted proof of damage on my initial inquiry. They proceeded to act like they didn't see/receive my photos for three more contact attempts (which take days to respond).
Heed the advice you see here about how horrible and what scammers this company is. I got caught up in their deceptions and lies as well.
Buyer beware!
100% recommend for people to sign up for any of the monthly subscriptions they have.! You will not be disappointed.! They're super flexible with every month.
-my product is more than 10 days late
-their contact service is terrible and takes extremely long to reply.
-the tracking system they use is very vague.
Would not recommend
I have dealt with some remarkably dishonest businesses in my long life, but SkinStore is by far the worst ecommerce store I have ever encountered. That is saying a lot! Proceed at your own risk, with this business. They are purposely designed to be hard to pin down. Why would you want to hand over your money to a company that was set up to avoid accountability?
PayPal screwed me over and ignored my Claim against SkinStore. So I am left high and dry. SkinStore never intended to reship my order. They just played the game until my dispute and claim expired. Do NOT buy from this company! If you make the mistake of ignoring that advice and your shipment goes missing, do NOT fill out the bogus legal document they will demand of you. Decline that form, document your attempt at resolving the issue, and then directly with your credit card bank. You did pay with a credit card, right? Because PayPal offers zero protection for lost or stolen shipments. Zero.
I have reported SkinStore to the FTC.
(Correction: I cannot access the bottom of this update post to insert this addendum, but note that FCC should be FTC. The address for filing consumer complains is FTC.GOV. Note, too, that Skinstore was, in their correspondence, trying to get me to close my dispute on PayPal, which would leave me with no leverage against the company. It's a chess game move: we will do nothing to help you until you close the dispute, and when you do that you will have no way to force us to h3lp you. Checkmate.)
This is so ridiculous it's almost funny. After Fed Ex determined that my shipment was lost, Skinstore continued to say they needed to do an "investigation" and "look into this further." Red flags everywhere! This is clearly a game for them.
I had filed a dispute earlier with PayPal, just to protect my rights, but all that means is that the merchant is put on notice and the charge is flagged. It's not a formal claim until the matter is escalated by the customer, and the customer can not escalate the dispute unless the merchant is unwilling to settle it without PayPal's intervention. I repeat: a dispute is not a claim until it is escalated. PayPal does not even review correspondence between a merchant and a customer unless the dispute is escalated. So, after being repeatedly put off by Skinstore in my off-PayPal exchanges (through email and Chat), I contacted them on PayPal, voicing my concerns. This is an excerpt from their reply:
"We are so sorry about this! Unfortunately since we have received a PayPal claim we are unable to do anything regarding this order. Once the PayPal claim is cleared we will be able to provide a solution."
That is a bald faced lie! Nothing but another delaying tactic. I had not escalated the case at that point, so there was no "claim." Merchants cannot correspond with customers, on PayPal, after a dispute has been escalated. PayPal encourages merchants to work out disputes before that point. There is never any restriction on resolutions.
Needless to say, I have now escalated my PayPal dispute. I will be filing a consumer complaint with the FCC as well.
Latest in the missing shipment saga: my Fed Ex delivery guy phoned me and was wondering what the heck was up because Skinstore/The Hut Group customer service reported to Fed Ex that THREE shipped packages were missing rather than the one, single, small, shipped package that has vanished. No wonder the guy was confused. Sheesh.
I did an online Chat with "Chelsea" at Skinstore customer service. She told me that the Nonreceipt form on their website is out of date, so she sent me another to fill out and submit. It has almost the same (concerning) wording, which makes me think that it is just an internally created, nonlegit contract. I wonder whether I should have even signed it. When I asked how long it would be before they send my replacement shipment, she said that an "investigation" takes 7-10 days. This is their loss, not mine, especially since they sent the package with no request for signature. Surely they have insured the contents of the lost package? Unfortunately, I paid for this with PayPal, which offers less protection than my credit card bank does. Lesson learned. Fingers crossed I get my shipment eventually.
My $600-plus shipment from Skinstore has gone missing (Fed Ex online tracking shows it as delivered, two days past the five-day delivery window), so I have submitted a "missing item" notice to Skinstore customer service. They require customers to upload a signed "Nonreceipt of Goods Disclaimer Form, " which they generate. The wording in that form includes the following statements:
"I agree to cooperate with the carrier's security and/or the police in the event of any investigation into the missing items.
It is our policy to replace any item that is lost in post (sic) and a replacement item will be sent out in due course."
That tells me, first, that I am going to be the one dealing with the Fed Ex claim, even though they are the shipper and I never took possession of the missing goods. Second, it tells me that they are going to take their own sweet time replacing my merchandise. I will update here when I find out how this is going to go, but after reading lots of reviews telling similar stories I am not hopeful for a good outcome.
I have been ordering from Skinstore.com for well over 10 years. Customer service and attention to detail is horrible the past year or two. In my most recent order, over $700, there was one product line not eligible for the site-wide discount but I ordered anyway. Two days later I get an email telling me it was my "final chance to get 20% off" that specific product line. First of all, I never got any other email letting me know I had a first chance. I called customer service and told them about this and thought it would be fair to give me a credit on my order. My request was met with "we are not able to issue credits or price adjustments" after an order is placed. We are in the computer age people, many (most) stores do it. Figure it out! While I could not get upset with the woman at customer service (her employer's policy), I was frustrated. She checked with her manager and told me they could put a credit in my account in the amount of $145, representing the 20% off that product line. This was a week ago and not surprising, I am still waiting for the credit to appear in my online account. Will never, ever order from this site again!
Skinstore is a scam. The took my money, but sent me an empty box. Customer service is non-existent. Stay away from Skinstore. Don't let them steal your money too!
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.
Beware of fake products.
Google the news
Hut Group pays Fred Perry damages for selling fake jumpers
I kept asking SkinStore about the lot numbers and expiry dates of the products I intend to buy. They haven't answered, while other authorized retailers replied within less than 24 hours.
FYI, Hut Group owns both DermStore and SkinStore.
Update (4 July)
I checked my credit card statement today and noticed that there is an international charge for my order with SkinStore. What is that charge for? Other retailers charge the total amount of the products bought. There won't be any hidden charges. AVOID PURCHASING FROM SKINSTORE.
I ordered couples bracelets from them. What i got was something you find in a gumball machine! COMPLETE GARBAGE! I paid $55.00 for for their CHEAP CHINA GARBAGE! And now they won't respond back to me! BUYER BEWARE!
I purchased a product that was expired. They did everything to make sure I gave up. Thieves. Out $145.
Whatever you do, DO NOT ORDER FROM THIS SITE!
The site looks nice, but what you will experience will look seem a scam. I placed an order on Nov 24th, it was supposed to be delivered Nov 30th, and as of now the order cannot be located in their internal team. The customer service is not existent. They respond once in 3-5 days! And there is no phone number. There should be a disclaimer on the website saying that the delivery is not guaranteed and that it will take at least 25+ days for your order to be delivered.
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!
I ignored the countless terrible reviews only due to needing some items urgently and assuming them being one state away and assuring timely delivery was worth the risk. Sadly, mistaken.
They claim they dispatch packages within a day - false. My order was stuck in some ridiculous 'fetching stock' status for over 2 days. Apparently, their warehouse is on a different planet.
It then has taken 2 additional days for the package to be handed over to some unheard of courier. Note its day 4 and the item hasn't actually shipped at this point. Meanwhile, the order was promised to be delivered to me by this date.
In 3 days, I have left them 3 messages and haven't gotten a single reply from their "customer service". When I finally got a hold of someone via online chat and explained that I needed the order for a trip and that the estimated arrival date is way passed what was promised and the date of the trip, there was no apology. When asked, what happens with the package when no one's around to receive it and that the courier will just leave it at the door, the response was "no refund since package isn't returned".
So you're telling me you will be a week later than promised and will charge me for something that's going to sit outside my door (and eventually stolen) because no one is around to return it? BS!
This is a very unpleasant buying experience. I ordered a 3.4oz product, but I received a 0.34oz product. I contacted their customer service and asked me to send the product to the party at my freight. It is now during the COVID-19 pandemic period. It is not easy to find a job. I cannot ask for leave to send things. So I spent more than 170 dollars to buy a product that was sent wrong because of their mistake. I was so disappointed! More than 170 dollars, worth a 0.34oz product? They treat me as a millionaire,
I will NEVER shop at SkinStore again. I would also NEVER recommend using SkinStore unless you are buying a product that you have used before. I spent a couple of hundred dollars on some new products from a brand that I was very familiar with and ended up with an allergic reaction. They will not issue a store credit or a refund for those two products (not asking for a total refund, keeping 3 of the 5 I ordered). Not only that, they took me through a very tedious communication process. A live chat and then a message thread (10+ messages) in which they requested photos of my skin reaction, batch info, etc. They asked more than once also, so they did not keep up with the info that I shared in the chat. They sent it on to "compliance" although I now do not believe they ever had any intention on providing customer support. They told me that I should have known my skin better than that. SkinStore is obviously not interested in return customers. I will stick with the greats like Ulta and Sephora and Dermstore that do!
Order *******. I have ordered from this company before and they are fine, until you have a problem. Was doing some last minute Christmas Shopping, used 2 day free shipping code. At checkout there was no place for free 2day shipping so I checked free shipping, my receipt said I was getting the free 2 day shipping as well as my confirmation email. Imagine my surprise when I get a email that my order will arrive 3days after Christmas. 11days after my order. Customer service could care less and offered no solution. Even though they sent me a email and my checkout page said free 2 day shipping they said it was my fault. Customer Service is a oxymoron for this company. They way you tell a good company is how the handle the problems. W
Overview
SkinStore has a rating of 1.2 stars from 341 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with SkinStore most frequently mention customer service, credit card and phone number. SkinStore ranks 1078th among Skin Care sites.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hi Mary,
Thank you for getting in touch.
I am really sorry to hear that your order wasn't received when expected. I have taken a look at your order and I can see that standard delivery was selected when your order was placed. If a different delivery option was required this would need to be chosen when placing your order.
I am sorry for any confusion caused.
Many thanks,
Lizzie - Feedback Team