SkinStore

I purchased a foundation from this company and it was the wrong shade and they are not willing to make an exchange or return. I also purchases a device and it went on sale the next day and they would not owner the sale price. I will NEVER shop here again. There are plenty of other companies who sell these products with much better customer service!

Jaden:
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Info at 15:48, Jul 15:
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Info at 15:48, Jul 15:
You are now chatting with Jaden, how can I help you today?
Jessica at 15:48, Jul 15:
I need to make a return
Jessica at 15:49, Jul 15:
On the foundation I purchased
Jessica at 15:49, Jul 15:
*******
Jaden at 15:49, Jul 15:
What is the reason for return?
Jessica at 15:49, Jul 15:
It is the wrong color and its far to dry for my skin
Jessica at 15:50, Jul 15:
Can you please help me with this return?
Jaden at 15:51, Jul 15:
Unfortunately we are not able to accept returns on opened or used items. I am so sorry!
Jessica at 15:51, Jul 15:
Seriously? It is the wrong shade of foundation
Jessica at 15:52, Jul 15:
Can i exchange it?!
Jessica at 15:53, Jul 15:
Can this be exchanged?
Jaden at 15:53, Jul 15:
I am very sorry about this! Unfortunately we don't do exchanges. I apologize for the inconvenience.
Jessica at 15:54, Jul 15:
Okay. I will not be shopping with your company going forward. This is terrible your company does not allow returns or exchanges.
Jaden at 15:55, Jul 15:
I am very sorry about that! Have a nice day.
Jaden at 15:55, Jul 15:
Thank you for chatting with me today. We really value your feedback, please feel free to answer a few questions about your experience with us today after this chat has ended.

I have been a REAL skinstore.com customer for years and years. I thought something was odd when I started getting emails every day or every other day with discount codes for whatever reason. I did try to use one and it kept telling me that the code was invalid. Then I was sent a code to get me to come back to them and when I used it I had $369 worth of product in my cart and the 25% coupon was only taking off $13. Needless to say I did not go through with the order. Also, I bought a TNS product which turned out to be the wrong one and they do not sent shipping labels anymore in their boxes. There is NOTHING in the box except your wrapped product and now things come from The Hut Group, which I researched to be in the United Kingdom. I have tried emailing them and they never answer back. I also bought a Vitamin C serum which I need to return because it makes any kind of primer or make-up pill up and rub off during the day. Do you think I will be able to? NO! There is nowhere to return items, they don't return emails, they are not on the Better Businees Bureau or Google or Yelp! I want to write a bad review for them on any site possible because they are FRAUDULENT and should not be allowed to do business. No one should be able to sell a product and not put in a return label or have any way of returning an item. NO ONE should be allowed to have a business where you can't get in touch with a customer service representative. PLEASE, PLEASE, PLEASE read the other comments on here and take heed and do not get caught in their trap. Who knows? Maybe their just trying to unload product before they go out of business themselves. They own tons of companies and have their hand in quite a few cookie jars. I am going to try to start posting reviews on their other companies so they can at least know that they're not dealing with an honest company. The SkinStore now is NOT the real Skinstore. Don't get duped! P.S. I purposely didn't even give them one star but I'm not allowed to make the post unless I do so they get one start because of the loophole of this site. They should get negative stars they are so bad!

I have only ever placed two orders with SkinStore, the first of which was on 5/16/18, which never arrived and still hasnt as of the time I write this, 7/11/18. If you track it right now, it says shipped, not out for delivery or delivered and the last update being Friday, May 18th: Electronic Shipping Info Received at 2:17 PM Shepherdsville, KY.
Customer service was exceptional, and I was offered a replacement or a refund and promptly received the refund I asked for. On 7/2/18 I placed my second and likely last order with SkinStore. Fortunately, this one arrived on 7/11/18, today. Upon receiving the package, it was apparent that it had been either damaged or tampered with.
I opened it to find the Sunday Riley Ceramic Slip, U. F. O Oil, Brightening Enzyme Water Cream and a pouch of samples/freebies. No packing slip and no Sunday Riley Good Genes Lactic Acid Treatment. Upon contacting customer service, I was told However, as we have already had this issue before, we want to raise this with our courier and promptly emailed a disclaimer form to fill out, which says verbatim, I believe the above declaration is true to the best of my knowledge and belief. I understand to make a false statement could lead to prosecution. Any rational person would conclude that SkinStore is accusing me of making this up.
Which I am not, therefore, I have no problem whatsoever filling out the form. For SkinStore to not only fail a customer once, but now twice, and then accuse the customer of fabricating their complaint, when the ball was dropped on SkinStores end both times is equally as hurtful and insulting as it is unprofessional. Tired of the sagas and being belittled. I just wanted what I paid for.
Time to wait for the results of their "investigation" and cooperate with police... seriously skinstore?

I ordered cosmetics on June 6, received someone else's order 2 weeks later. I emailed the company using the e-mail address provided on my order confirmation receipt. This e-mail address is inactive. With some difficulty, I tracked down the company which is located in England, called The Hut Group. We exchanged e-mails back and forth, they wanted an order number which I quoted from my order confirmation. Received several e-mails from different agents over several days indicating it is the wrong order number. Then they wanted pictures of the items I received. I erroneously thought this would expedite the process. Wrong! I sent pictures of the wrong products and a copy of the packing slip that had the name of someone in Toronto and a copy of the e-mail they sent me with the order number. Another e-mail came, they did not receive the attachments. I resent using a different method and they received it. Then they wanted a quote on how much it would cost to return the items. I was not going to make 2 trips to the Post office, one for a quote and one to ship. I shipped the items back to somewhere in the USA and indicated by e-mail that I have shipped them based on their instructions and the cost of shipping. Four days ago I received an e-mail from the Hut Group indicating that they need a number to contact me so they can refund me. I e-mailed my phone number and still waiting for my refund! In the meantime, I ordered the products from Amazon and received them in 2 days. It's been almost 1 1/2 months I have ordered products from this company, no products received and I am out of pocket.

Update: On July 13th, I received a refund for the products I ordered. It is August 21 and I am still trying to get a refund from the company for the cost of shipping back the incorrect product. Lesson learned - do not purchase anything from this Company.
J. Koven

Update on Sep 11,2016. After countless numbers of phone calls, and requests on the Skin Store Web Contact Form, I have given up trying to get my refund of $17.51 for shipping back the incorrect items I received. Just keep the $17.51 Skin Store, it's no longer worth the hassle for me!

I have purchased from Skinstore for years and have always been happy with my experience. Recently, Skinstore changed hands and I warn ALL to stay away. The website is extremely poor; the list of my favorite products was eliminated and reordering is now tedious. It takes much longer to receive products ordered from the new Skinstore. Ordered products are canceled days later- you think a product is on its way... but its not. Last week I received 1 shipping box with only 1 of 4 purchased products and I can't seem to get any help from Skinstore in obtaining the 3 missing products for which I paid. The missing 3 products weren't canceled, Skinstore just didn't pack them in the box- like I wouldn't notice? What kind of retailer only ships 1 out of 4 products? A bad one- stay away from the NEW Skinstore. Oh, yeah, no packing slip enclosed so I had to log into my account to check what was "allegedly" shipped. Customer service is rock bottom and guaranteed to frustrate- when I am able to reach someone. Phones are closed on the weekend! One must use their buggy "messaging" system and wait 24-48 hours for a response. Responses must be written by a robot because I am asked for the information I already provided- further delaying resolution. So, I log into the buggy messaging system and provide the same information, yet again, and must wait 2 days again for a response. Chat is useless, I was promised a response within 48 hours after the warehouse checked its records and, surprise, no response after 48 hours. If I don't receive proper resolution within the next few days I will contact my credit card issuer and proceed with a chargeback for the items I never received. I can see from the other reviews that other customers are just as disappointed as I am. Skinstore will be out of business soon or perhaps purchased by a company that can restore the Skinstore to its former glory. If there is a product I wish to purchase and I can only find it on Skinstore- forget it, I won't buy it. I'm done.

I ordered several products in two orders. The first order cancelled the Aesop Exfoliating Duet since it was out of stock. I saw that they were still offering it online so I placed another order with other items and 2 of the Aesop Exfoliating Duet. They shipped out ONE of them but not the other and they charged me for both. They do not package the items well and just throw it into the box. When my package arrived, two items were had leaked and were damaged. I messaged them through their app and the messages were extremely convoluted. One agent stated they they did not ship the second Aesop Exfoliating Duet yet and that's why I only received one. The next representative stated that I only ordered one. The next representative stated that it was cancelled it and then another stated that I had ordered one. My frustrations with this company was that if they just LOOKED at the order receipt, they would see that I had ordered two and if they looked at the credit card charges which they had me send them, I was charged for TWO. After several messages and no refund even though the representatives stated that they would refund the damaged products, I had to ask my credit card company for a charge back. Luckily I took pictures of all the correspondance to send to my credit card company. They day after I asked for a charge back, they INTENTIONALLY DELETED my account. This was likely done in the hopes that I did not have the evidence of the correspondance between the customer representatives admitting that they did not send the order. In the final message they sent to me before they deleted my account, they incorrectly stated that I had ordered ONE of the item. Luckily I have photos of my receipt where I ordered two of the items, the photographs of our correspondence and a photograph indicating that they deleted my account. This egregious behavior deserves a lawsuit. I have never had such a terrible and dishonest experience with a company in my entire life.

Short version - terrible customer service; spend your money with a company that deserves it. Long version - I've ordered from SkinStore for 6+ months with orders ranging from $150-$250 a month. When small issues would pop up, such as, the freebee was missed and I asked for it to be shipped, customer service said they could not. I thought it wasn't worth the hassle and continued to shop. Recently, I moved and when an order was placed my old address was used. Customer service said they could not change the address (even though OnTrac says the shipper can change the address) and offered no solutions. I chalked it up to a small mixup and drove 30 min roundtrip to pick up my package. Skinstore had made a mistake and forgot products in my package. I wrote them, they went back and forth with different people each time, had me sign a document, and provided my new shipping address. In the interim I even ordered more products to my new address because getting my original products was taking so long. When they finally shipped my missing products they shipped to my old address. I emailed customer service and showcased the 3x I provided the new address and that this was their mistake. They offered no solution and said 'we cannot change an address for replacement items' - I was upset. I explained to customer service that they should have cancelled the order, not asked for my new address, explained my options, but NO accountability on SkinStore. In total I communicated with five different customer service reps and not one offered an apology or a reasonable solution. Do not shop with them - spend your money with another retailer who will take care of you.

This company is a joke, save your money and shop elsewhere. I never leave reviews for things but this one takes the cake so I will. I bought a product that did not list fragrance on the label (I have a severe fragrance allergy) but when I opened it to try it clearly was highly fragranced and I reacted quickly and poorly. To begin with, although I ordered the product and the product arrived, I never received a confirmation email, so when trying to return it I was already behind the 8 ball so to speak. And I spent weeks wondering if I had imagined ordering it, since I never received confirmation or an order number or anything.

I called the customer support line and waited 75 minutes (1 hr 15 mins) for nobody to answer. Just waiting and waiting, it was the middle of the day on a weekday, there is no way they could be that busy with calls. I don't believe they would ever have answered, but in any case I had to hang up because I had to leave for work. I submitted my request for assistance through their online message center the next day, and have now been messaging back and forth for over a month just trying to get return instructions. They are extremely unhelpful and just ask the same questions over and over and you never get anywhere. It is madness. A simple return due to an allergic reaction to a fragrance that was not listed on the website ingredients should be straightforward and not take longer than a week to arrange.

However, this has not been my experience and overall, their service could not be worse. Additionally, the website doesn't work properly. When I write a message and send it, sometimes it goes through and other times it doesn't. So after writing a message, if I don't go back in and check and perhaps re-write it, it hasn't even reached them! This must have something to do with why I never received a confirmation email. Definitely glitches in their website function that make shopping there a huge pain.

Their service is terrible, their website doesn't work properly, and they don't answer their customer support line. And you can't just email back and forth through regular means either, you have to log into their site to send a message and log back in to read their response (if you get one) - it's such a hassle.

Overall, I can't think of why anyone should shop here. Especially if you have allergies, don't try products from this site because they are not helpful in any way when trying to return items that have triggered reactions.

BUYER BEWARE! You've been warned.

I had a terrible experience with skinstore.com, wanted to write a review of their bad customer service on their website but couldn't find a relevant space there. I searched and found Trustpilot, and found many people like me, who have had bad experience with Skinstore.com recently.
I made a purchase in early March. There were 8 items, including a generous gift with purchase. Very soon, I got a parcel from them, but there were only 3 very low-priced items sent to me. I was surprised, but on the website, they said those 5 items were being processed. So I waited.
A few weeks later, I got an email saying they cancelled the free-gift. To be honest, if there was not the gift, I would have chosen to buy the items on another website. How could they say they would give me one day, and cancel it another day? I contacted the CS and asked them to give me a gift of similar value, and also when they were shipping the rest of my order. They said they would try to find something in the warehouse and would give me a reply.
A few weeks passed, no-one answered. I contacted them again. The same person told me she would give me $5 (in replacement of the gift that they claimed to worth $309), and since I live in China (actually Hong Kong), they cannot send the rest of the order to me.
It was totally ridiculous. Why could they have sent me part of my order? And they don't even get the destination right! I have been placing orders from other US based website in February and March and have received them without problem. I think they are hopeless, and I asked for cancelling my order, and have the shipping fee refunded as well. They said since part of the order had been sent, they couldn't refund the shipping charge.
I didn't ask them to send me whatever were available first, they sent me a few low priced items, together with the shipping, I was actually paying much more than if I bought on other websites. Why should I choose Skinstore.com? There are many websites which provide free shipping. It's like they attract you with discount, generous free gift..., once set you in the trap, you suffer!
Even now, you are still order things with international shipping. Why don't they stop shipping internationally when they say COVID-19 stops them from sending everyone their order?