DermstoreReviews 490

I ordered the sun care kit which promised a full size EltaMD sunscreen along with a variety of sample size sunscreens. When the kit arrived, a trial size EltaMD sunscreen was substituted. The company apparently realized their mistake and sent out an email saying they would ship the full size product as soon as possible. That was two months ago. I messaged with a variety of customer service employees, with absolutely no resolution. Clearly they have a problem with their customer service since they won't give a phone number to call and have an actual conversation with a customer. I will never shop here again.

My issue was never with their products.
Their Processes…filling orders, shipping, customer service, conflict resolution are broken…
I finally got a refund not including tax. It took until the middle of August for a problem that began at the end of June. This after countless calls, waiting in a queue on the phone, no return phone calls (til the lend), email runarounds, no follow up on their end
The resolution process is extremely inefficient and convoluted. If I had not not FINALLY spoken to an individual who actually FOLLOWED UP… this would still not be resolved.
Their system of dealing with issues DOES NOT WORK.
They are going through changes and customer service is falling through the cracks.
Just beware

I ordered the Harry Josh hair dryer and also the hair straightener back in mid-May because the hairdryer was on sale and decided why not also splurge on the straightener too. When I ordered, the confirmation email announced that it would take 1-3 weeks to come back into stock and ship so I patiently waited until late June. I had already received the hairdryer and decided to call to check on the status of the hair straightener, I was told it would come back into stock in early-mid July and would be shipped to me as soon as it came back into stock. Again, I waited patiently until the end of July when I decided to call again. It seems they had lost track of my order. The individual from Customer Service who answered my call informed me the hair straightener was in stock and she would put in an order for it to be rush delivered to me and I would receive a confirmation email within the next 24 hours. Two days later, no email informing me the item had been shipped, I called again to request to cancel the order and receive a refund for the straightener. I was told I'd receive an email within the next few minutes. I did not. It wasn't until my last call that I received confirmation that I would be receiving a refund within the next 4-8 days. Now finally, almost three months later, no hairdryer but the issue is finally settled unless they forget again of course.

Dont expect to be able to return anything if you dont like it. They make it impossible to get your money back. My return tracking shows that they received my return over a month ago, but every time I try to message them, someone from Eastern Europe or India just asks me "whats your RMA number?" which I don't have onhand because I WROTE IT WAS ON THE F'ING RETURN PACKAGE. I haven't been able to reach a human being on the phone in a week. Yesterday I was on hold for an hour, then disconnected. Chat function is never available. I'm going to dispute the $150 on my credit card.

I'm am running circles around this order that I paid express for. Could you please tell me the address of which post office my $655 order is at. I'm very unhappy with the service I've received and I want this solved with a specific answer. I ordered the products on July 1st and it got delivered (maybe) on the 17th. I had to call dermstore, which didn't recognise the order but charged me for the products and told me to contact my bank.

Hands down the most difficult and absolutely without a doubt the worst customer experience I've ever had. Will take my business elsewhere from now on.

JUST TO UNSUBSCRIBE FROM THEIR EMAILS I HAD TO GO SEARCHINGON THE WEB SITE, GO THROUGH A FAQ LIST, FIND THE RIGHT QUESTIONS, MAKE A PHONE CALL, SIT THROUGH THE WAIT TIME, SIT THROUGH THE CALL! Other companies have an unsubscribe button on the email. TO MUCH TIME! WRITING A NEGATIVE REVIEW AND NO INTENTIONS TO ORDER ANYTHING FROM THIS DIFFICULT TO DEAL WITH COMPANY!

I was desperate from a flare up of eczema/dehydration, in search of toners, masks and moisturizers and ordered $200+ products on Dermstore. I needed to return only 1 mask and suddenly could not find order history in my account on dermstore.com. The only way is by chat, phone call to communicate with customer service. No email address can be found on dermstore.com. One can write a message to customer service about a return/refund by an order # lookup function within the website; however, the order history suddenly disappeared! When I called customer service, the rep sounded like she was hired solely to put out fire by telling me their website is down even though one can still place an order and search for products, or telling me to call back and check again later. When I chatted with customer service, I was told dermstore.com is migrating from old system to a new system and to check back in 24-48 hours. Customer service cannot help me with my return because they cannot find my orders.
If the company is in progress of a system migration or a victim of the July 4th weekend ransomware attack, a public announcement should be made and posted on its website. Any good company has the professionalism with proper communication with customers. Something doesn't seem right with Dermstore.

The last three orders I placed with Dermstore didn't ship. Every time I contact customer service I get a lengthy convoluted answer promising someone will call back and help process the order. Dermstore used to be legit but now they're running a serious scam. I've lost almost 300 dollars to them. In the future I'll just buy direct from retailers or I'll go to Sephora.

They say they shipped on May 30 2012. This package was lost in shipment so they reshipped after 11 days. I received the reshipment then suddenly they are saying I received the lost package as part of their tracking. I never received the lost package. The bonehead I spole to on the phone with customer NO SERVICE tried to tell me I received it, then said Id have to check a parcel locker at the post office, then said it was delivered to my home. She kept giving me excuses on where to locate the package i didnt receive. I got no where nor did I get a reasonable answer from her. No tracking for this product is listed on their website and when I try to get access it only shows me my original reciept. Ill never order from this company as long as I live

Never received product EXTREMELY long customer service wait on phone. Hostile and rude customer service people who could not care less.

Ordered a sunscreen form them. It helps my skin form getting harmful rays and also keeps the skin hydrated. Its like a shield for a sun.

Dermstore has best branded products. I recently ordered a Moisturizer of SkinCeuticals, it is best for me. I have a dry skin, it worked well on me.

I've been a Dermstore customer for many years and was delighted until the last 9 months when they have gone completely downhill. I've placed orders, no shipping status, contact customer service and get a promise of remedy and then... nothing.

After a 3 month hiatus I placed another order 10 days ago. No updates. Contacted them today because there was no shipping status and the chat person I was told "I'm sorry for any inconvenience. However, In order to provide further information I will have to escalate this issue to our upper management team to review. They will be reaching out within 48-72 hours with a resolution to your email" - this makes zero sense! When I asked why they didn't reply. It's the same email, shipping address, and Visa that I've used for years. And the order was under $100.
The only reason I keep trying to order from them is that I have a load of points, which translate to $$$. Just want to use my points and move on to another provider. Total bummer because they used to be great.

I placed an order March 10. I've spoken three times with customer service to confirm my address / identity and discovered that though they assured me the order shipped, it never did. They promised expedited shipping. It didn't ship. Then it was cancelled over two weeks later-- NEVER SHIPPED. So much for trying to make purchases outside of Amazon. This company is not reliable or competent. Their response to questions about my cancelled order was that it did not meet security requirements and they cannot discuss beyond that. What does that mean? I am mostly frustrated that they wasted two weeks of my time calling and contacting them by email before they decided the order did not meet security requirements. Don't waste your time here-- there are better companies to support.

This organization couldn't even manage to process an e-gift card, After spending 5 weeks trying to track it down they ended up cancelling the order without my requesting cancellation and then told me I'd have to reorder and start the process over again. I ordered from someone else.

The website looks legitimate, but I regret ordering from them. I could not see the status of my order that I placed some days ago, so I called the customer service number multiple times only for nobody to pick up the phone (I called during business hours!). Although I just received a tracking number, I'm not sure when/if I will receive my product based on the other reviews I have read. I don't tend to ever leave reviews, but I have never had to deal with such a shoddy business. I payed a lot of money, and although I have no problem with some delay in shipping, I would appreciate some transparency. I wouldn't risk ever buying from this site again.

My order went from Sparks, Nevada, to Bloomington, California, to Chula Vista, California, to San Diego, California (which should have been it's final destination), then BACK to Bloomington, California. It still has not arrived, and it has been two weeks since I placed my order.