DermstoreReviews 490

I ordered several Olaplex items from Dermstore and paid by credit card. When I entered my account I saw that there was a problem with my billing address and that I needed to call Customer Service. I waited well over 25 minutes for them to answer and when they did they told me that the issue was fixed and that they'd process my order. Visited my account the next day and found that nothing had changed; they still claimed that there was a problem with my billing address. Called again, waited over 30 minutes for them to answer. Ended up using a different credit card and was assured that everything was in order. Never received a confirmation email so went back into my account to find that they were still claiming an issue with my credit card.

I cancelled my order and will never shop here again. What a waste of time.

I had been using dermstore for about a year and had placed numerous $100 orders. I use a lot of sunscreen and I like to have one in my gym bag, at my boyfriend's and at my own house. I would order a couple of them a month or every other month. I was using the elta MD clear sunscreen. I placed an order and it was never sent to me, when I called to see why they told me that they had canceled my orders because they thought I was reselling the items because of my frequent purchases. I asked them how on Earth they thought I was reselling it when I literally only bought a couple bottles of sunscreen every month or every two months, if you apply sunscreen like you should which I apply it about 3 times a day in the winter, four times a day in the summer, you will go through sunscreen quickly. They said they would not allow me to purchase any more sunscreen. They didn't even have the decency to contact me and tell me why they never sent my order, I had to call them. I now place all of my orders through lovely skin. I will never do business with dermstore again.

I ordered a Skinceuticals Gift set on November 30,2020. When there was no email notification from Dermstore that the order was shipped I called customer service and spoke to Heather. She said "that gift set is no longer available, would you like me to cancel the order"? Of course I said yes and she put me on hold to cancel the order and came back to tell me it was cancelled and then I ordered the products from another company! I was surprised to get an email on December 11,2020 that my order from Dermstore was Shipped and my credit card charged. When I called customer service they said it was back in stock and the shipping overrode the cancellation. You must have alot of unhappy customers with this happening! Now I have to wait until I receive the order to ship it back and get my money back! Especially unhappy that I have to go to the main post office to get a receipt that I sent it back! Making matters worse it took 14 days to arrive on December 24,2020! Then when I mailed it back it took 13 days to arrive back to them. I can see from their shipping label that they use the cheapest USPS shipping there is and it wouldn't even pull up tracking. I finally got my money back the middle of January 2021! I don't know how a company like this stays in business, they really have a problem with their shipping! I ordered the products from Skinceuticals directly and they came UPS in 3 days. I would never order from this company again! Check out all the bad reviews on the Better Business website!

This company's motto must be that the customer is always wrong. From unreasonable order processing times (items in stock not shipping out for 3 weeks; backordered items with an estimation of 1-3 weeks taking 7 (yes SEVEN) weeks to arrive, to promised free gift promotions that were ignored because of the amount of time it took for THEM to process and ship an order (I'm talking an $85 free gift here that I got screwed out of because they claim it's "while supplies last" which to me is borderline fraud and false advertising at the very least - The item was even included in my emailed receipt but their records "do not indicate that it applied to my order." Total BS. Their website also only apparently works from a desk top or with Google chrome, so as an Apple user I was told I was SOL if I wanted to be able to log in unless I downloaded a browser I didnt even have. I was also signed up for an auto ship subscription that I did not actually sign up for and that didn't even show up in my accounts subscription section until the last minute when they tried to Bill me the $150 for it. Luckily I had removed my card on file before that happened, and then magically there it was, showing up in my subscription and pending order section. Guess I should have been using chrome all along. Oh and speaking of billing, if you order something and it takes them 3 weeks to ship it, the charge will authorize in your account and then disappear and then suddenly reappear (3 weeks later) without warning. Not even an email to let me know I was being charged $167 the week before Christmas. Awesome. Their way of dealing with you to shut you up is to offer you points towards future purchases, which only lead to further headaches in my experience. I have never complained to a company or about a company like this in my life. But it has legitimately been one thing after another and I am disgusted. Especially with how much money they must be raking in. Shame on them all. Everything about this company sucks. Order from them if you want ridiculous processing times (which they will then blame on usps, which doesn't even make sense since it takes them so much time just to process and fulfill an order, and if you then have an issue, heaven help you. Because customer service won't.

I spend thousands a year on skincare. I was excited to find dermstore and earn rewards but they cancelled my last four orders with zero explanation. So frustrating. I will never order from them again.

This business is irresponsible. I ordered two items got a confirmation number was waiting for the order but it never arrived. Checked with their customer service who couldn't care less and was told that it did not get shipped because the items were in back order and nobody cared to notify me. The next day I checked and the whole order was canceled, again nobody notified. Awful service!

I placed an order on November 26- it is December 29 and my order is not even close to being here! After multiple attempts of contacting customer service- all you get is that if you ever will receive the order then you can return it! After 2 months of waiting, I don't need it anymore but you can not return anything because the order is past 30 days! Never again Dermstore!

I ordered products 19 days ago. I received an email stating the items were out of stock after ordering. You should not charge the customer if you don't actually have the product in stock! It finally shows shipped USPS but I have never received the items. They refuse to resend items until 30 days have passed and won't refund my money. The customer service people are not willing to do anything at all. Clearly the items have been lost in shipping. I had to dispute with my bank since Dermstore will not do the right thing and refund my money. When I ask the "Chat" customer service to send me a service so I can leave a review they say they will after the Chat ends, then never do. I have contacted them 5 times and they do nothing. Just really bad customer service. I will not order from them again!

The website says to Rate Your Shipping Experience? Are you kidding me. This shipping gets an F…It took 10 days to get from Jersey City New Jersey to Newark New Jersey. Now is going to Trenton. It's been going in circles!
Are you kidding me. This is horrible. I will never order from this store again! I will be reporting this to the Better Business Bureau! I will tell my family and friends not to order from Dermstore!. This is not acceptable. I put the order in on November 21,2020, today is December 15,2020 and I still have not received my order. This is the worse experience I ever had with an online company.

Boy, I wish I had read these reviews BEFORE purchasing. I made an order on 11/27 - status was it was on hold. CS said hold was due to a promotional item being out of stock, so we swapped it. Order was supposed to ship in a couple days. No order shipped... in the meantime my card was charged $263.93 for a $235.80 order (which has STILL has not shipped). Was able to get a refund for the difference & told my order would ship today. NOW I get an email saying my order is on hold & will ship soon. I have no confidence in this company at all. There is something that doesn't appear to be right here. Will be seeking a full refund tomorrow.

AVOID! Dermstore can't keep up with their orders. It took a week for them to even "process" my order. "Processing" just meant that they notified their shipping partner Newgistics that they intend to mail my order sometime in the next few weeks. It has now been 10 days since my order was placed, and nothing has been shipped even though supposedly everything is in stock. I talked to customer service today and they confirmed that the order has not been shipped yet. However, Dermstore claims they can't cancel my order because they have already assigned it a shipping number (and they billed my credit card as well). They now say the earliest my order may arrive is a week away (after the holiday gift event when this item was needed). That assumes they manage to ship it very soon (which I doubt at this point). AVOID! I will not be purchasing from Dermstore again.