Leslie W.

I started using Dermstore about 10 years ago and in the beginning it was a great company where I could get products I needed at a competitive price. About 4 or 5 years ago they re-designed the accounts page online and it ended up erasing all the history of my orders. The new design was not better than the old, infact less user friendly. From that point forward I was not purchasing as much from the company as I found my products were available on multiple platforms. I still subscribe to Dermstore emails and this year during black Friday sales in November, they had a good offer so I placed an order. I ordered Nov. 21st and did not receive the package until Dec. 2nd. Normally they ship quickly and it arrives fast. Not this time and that was the first problem. But I put that aside as a one off. Then I opened the package to discover one of the items (a conditioning hair spray) was not even remotely protected. It was just thrown in the box and it had leaked all over. The outside bottle was sticky and had black spots on it. I immediately called dermstore to be refunded for the damaged item. I chose not to have it replaced since I did not have confidence the item would arrive promptly or be shipped securely. But it gets worse. Their customer service is in India even though the phone number listed to call is in the US (and says Odgen, UT). That was red flag #2. The third and worst part of this whole experience is that I was sent an email on Dec. 4th confirming they would refund me for the damaged product, but no refund ever showed up on my credit card statement. I called once again today (Jan. 2nd) to find out why they never issued a refund and all I got was the last person never did it. No explanation as to why. No immediate remedy. Just, we will go ahead and request the refund and it will show up 3-5 business days. This is UNACCEPTABLE. It will be well over a month, if I ever actually do get the refund. It's not alot of money, but it's the principle. If this is how customers are treated, I will never, ever do business with this company again. They lost a long time customer today. May this be a warning to others who chose to use this company.