SkinStore

Buyer beware - Skinstore is now under new ownership. They will not let you cancel items even when they have not been shipped. Then will only refund 15% of your item value if you send the item back to them (in England no less). Oh and the return shipping? You have to pay for it. They will quote all sorts of terms and policies that are not on their website but when you quote their own policies that are in their e-mails and on their website, they just say "I can't do anything about it."

STAY AWAY FROM THIS BUSINESS. THEY ARE UNETHICAL CROOKS.

Does not stand behind the products it sells
I have been a customer of Skin Store for many, many years. However, it seems to have been bought out by a company in the UK. I never had a problem before with Skin Store standing behind their products or its customer service. But since the new management, they do not accept returns (which is NOT clearly stated or easily found on the website) and after trying to contact by phone for days during stated business hours (getting a message telling me to call back) I finally got to speak with a customer service rep who did not resolve the problem. I had to file a complaint with VISA to try to resolve the issue. DO NOT PURCHASE ANYTHING FROM THIS COMPANY!

According to the new trend skincare products are the right choice for buyers. Cosmetic packaging is one vital thing that is used by top brands like L'Oreal, Ultra Beauty, Revlon, and many others.

What a terrible Customer Experience! I placed an order for product totaling $56.20 with The SkinStore. A day later I received notice the order had been shipped to an address that I had not lived for over 3 years. Their system pulled a shipping address from an order I had placed with the company 5 years prior, in 2015. I immediately contacted their online only customer service. They tried to tell me that I had entered that address into their system – why would I enter a shipping address of 5 years old? They insisted it was my error and not an error of theirs. An effective way to make their customers feel valued? They offered only 2 choices; contact the owner of the address to intercept shipment (really?) or wait until the order is returned to their company (which won't happen because they don't offer return to sender as an option for customers). Only when the item is returned to the company would I receive a full refund (despite me saying I wanted the products delivered, not a refund). That was the extent of their ‘service.' I did contact the owner of the old address who agreed to intercept the package for me; but the effort was all for naught. Despite countless efforts to contact the local post office to collect my package, I received notice "Your item could not be delivered to the intended recipient or returned to sender. It has been disposed of by USPS." And as a further act of "customer service" I received a refund for $1 Insulting and disappointing. Be advised when doing business with this company – they don't value their customers!

I paid for overnight shipping and all they do for 2-3 days is create a label. Then, they missed an apartment number on my address and try and tell me it's my fault. They tell you to go hunt for your package as once it's dispatched, it's out of their control. That is a bunch of crap, as all they need to do is contact FedEx and have it corrected to your correct address. After all, it is THEIR mistake. NEVER, and repeat, NEVER; will I use SKINSTORE!

I ordered Caudalie mask OVER 2 MONTHS AGO! I have not received the item *******@skinstore nor have they issued me a refund! THIEVES! AND THE CUSTOMER SERVICES IS NON EXISTENT! I EMAILED THEM ON SEVERAL OCCASIONS AND CANNOT GET A RESPONSE. DON'T SHOP WITH THEM

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!

After reading many negative reviews my experience is almost the same. $300 order that has NEVER and will NEVER arrive. They provide tracking and a ship date; yet they never actually shipped the item, only generated the label (confirmed by USPS)... so now I have them telling me my order is "in transit". My order is not in transit and was scheduled to arrive a week ago; it is not in transit and it is not going to arrive until the USPS has it. I have screenshots of everything and all my communication; I'm so disappointed bc I actually liked this store and wasted my time and money on their site but there is obviously a major issue with customer service and their shipping service company that they use. My orders from them that I actually did receive said "PROTEIN" on the box lol so who knows what's going on over there. It leaves a bad taste in your mouth when a company could care less if you actually get the item and if their customers are happy. That's not how it works. I have never taken so much time to complain about a company but the fact that they will not rectify this is why I will never delete this post.

Since I already wasted hours of my life on this, I might as well make a review here to prevent future frustration for others. I got my neostrata gel today and as I opened the box, I found it leaking. It's 15% acid so I wiped it clean before I felt safe to open it to check. Clearly it has no seal (which is something not uncommon so it's fine). But the lid is way too loose(hence the leaking). Upon opening the lid, I found there's so much dust inside the lid and even inside the gel. I looked closely and even saw a small hairs in the gel. I have not accepted anything like this and will not feel safe to use it. After talking to an adviser on their website, and wasting a couple hour trying to upload pictures to show "damage", I was told I cannot return or exchange since I cannot prove the "damage". No matter how I tried to explain it was leaking when it came and picture could not capture the dust or the hair inside the gel. There's no store so I cannot drop it in person. This is the first time in the us that I cannot even return something defective and I could not use.

I can only tell you that I was not satisfied with the items I received from this website. I normally purchase city lips enhancer and it works great. I then decided to buy a lip enhancer duo from this website. I read all the reviews of the item not the website unfortunately. And I decided to give it a try, I receive my items within a decent amount of time. I tried the lip enhancers for about a week a week and a half. They do not work, I was a little disappointed so I decided to contact the skin store to inquire as to how to return my items. And of course to my surprise they said If the items are open and I cannot return them! Well how am I supposed to know if something works for me or makes my skin break out if I don't try it? And who have to go back-and-forth with the gal on the chat site regarding my returns. They just said that that's their policy and I can't send it back because they are opened and used. And then they have the audacity to offer me a $7.00 credit on their website! Stay clear of this site, I'm very frustrated and disappointed!

I PLACED MY ORDER ON NOV 27 AND HERE WE ARE DEC 6 AND STILL NOTHING, THE ONLY MSG I GOT FROM THESE SCAMMERS IS ITS ON THE WAY, I HATE A SCAMMER AND IM SURE THESE ARE FOREIGN, SO EVERYONE, LISTEN, ILL TAKE MY LOSS BUT ID LIKE TO WARN OTHERS, PLEASE DO NOT SHOP WITH THIS TRASHY ONLINE STORE ( SKIN STORE.COM) I HATE THEM AND KARM WITH CATCH UP WITH THESE LOSERS

I placed an order over a month ago from this company, and the order never arrived. I signed the claim forms three times and tried messaging them to get either replacement or refund. Any package in my building is delivered to Luxer One locker system with a photo of the box and pin to pick up. There were no deliveries from them that day per DHL record assigned to my Luxer One. Keep in my mind that emailing them takes almost a week to respond with some B. S. excuses. After four months, the horrible customer service told me to file a missing package which would take another week or 2 because they refused to send me a refund or replacement. After a month dealing with this disgusting company, I finally got my money back because I filed the damn missing package before they told me. Imagine if I don't do that earlier. I WILL NEVER BUY FROM THIS HORRIBLE DISGUSTING COMPANY WHO WILL TAKE YOUR MONEY HOSTAGE AND BLAMED CUSTOMER. STAY AWAY!

I have been a skinstore customer for a long time. I purchased 2 bottles of body skin serum. I had never used this particular product before. On the second day I used the product I broke into a raging, red, burning itchy rash. I Had to wash the product off with soap and water, take allergy medication and apply topical hydrocortisone cream. I contacted them and they said they would take the products back but I would have to pay return shipping since it's an unwanted item. It wasn't unwanted I physically could not use it without a reaction! Mind you there is no disclaimer on their website that explains what constitutes "unwanted". I was also told by Caitlin that they don't guarantee their items which again is nowhere to be found on their website. This was all per the supervisor BRETT. Not only would I be responsible for return shipping but also I would have to goto the post office to pay for the label. Say what? During Christmas I would have to goto the post office. It's also interesting how other reviewers have raved how good skinstore has been about taking returns back secondary to allergic reactions. Apparently continuity in customer service is not a policy for them. BUYER BEWARE!

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

There website says free shipping for orders over $49. I placed an online order which came to about $83 but they charged me an additional $10 for shipping. I thought okay once I process the PP payment it will take me back to the site to select shipping and adjust the total. That didn't happen. No where was I asked what shipping method I wanted. There customer service number and chat option were not available so I had to wait till the next morning to contact them. I've tried their customer service number numerous times but always get cut off after they explain how to use the website options. I then tried their chat option and the first representative wouldn't complete the chat because my zip code was only 5 numbers... really that's all I've ever used. Second chat accepted the 5 digit zip but would not refund the $10 shipping fee. Had to believe they would want to lose a customer who has spent a few hundred dollars with them this year over $10. I'm planning on returning the order because I prefer dealing with companies like Dermstore, skincaremarket and amazon that all appreciate good customers. They truly need a revamp of their website ordering process, their customer service phone service and their customer service in general. They should rename their customer service to "Customer Frustration Service".

I purchase something from the holy skinstore two weeks ago. Initially the holy skinstore cancelled my order twice without any notice nor explanation. Later on when one of my order finally got dispatched, the package was intercepted right before scheduled delivery, which is today around lunch time. To chop off the possibility that I may contact the customer complaining the last minute order cancel by the holy skinstore, the holy "we-are-too-noble-to-service-our-customer" skinstore cancelled and deleted my account once for all. And of course my credit card was charged and now I end up without losing money and the order. What a brilliant and smart way to abuse and to cheat customers.
I don't know if skinstore does not like people to shop on its website or doing this just for fun. I tried to contact the live chat customer service immediately and got replied with "oh this is much higher than my paygrade and unfortunately I simply just cannot help with it".
I would say the holy skinstore is the industry pioneer and benchmark.

Ignored My Return Request! Not evening answering my questions directly. What a scam website! Never buy anything from this website!