DermstoreReviews 490

I bought lotion and face products and it’s great! I got lucky maybe? But the customer service was kind.

I placed an order from Dermstore which I never received (Post Office showed as delivered, so it may have been stolen & not Dermstore's fault).

In any event, I called to tell them and they kindly said they would re-ship the items. A few days later I got an email asking me to respond within 24 hrs to the email if I wanted the item reshipped and if they did not hear from me they would consider the case closed. I immediately responded asking them to please ship the item. They in turn responded and say they would reship on Sept 7. On 9/7/15 I wrote back to the customer service agent asking her to please send me the tracking info. NO RESPONSE. I waited a day and wrote her again. NO RESPONSE. I waited another day and called their customer service line and got a new agent who looked into the notes on my account and told me that the case was closed on Sept 4 because I had never responded! I told her I had the email trail that I would be happy to send her. She put me on hold, apparently talked to the other agent, and came back on telling me they would re-ship that day.

When I finally received the package one of the items had clearly been tampered with (package was damaged, seal was broken) and, THE PRODUCT WAS EXPIRED. I immediately called them to complain and they said they will re-ship the two items. Let's see...

The saga continues, but I will not order from Dermstore again and will warn friends against it too.

I placed an order on recommendation of a product from a friend. My credit card was charged two different amounts one of which was $137.00 over my order. When calling customer service they said that is so we can confirm funds... what? Customer service continued to interrupt me when I was explaining my concern, and the attitude from customer service was not appreciated. Then to top it off I received my order and one of the items was missing even though the 'total pieces' said 6.

I have given this company 3 tries. I ordered a glytone kit, when I recieved it, the box was damaged and expired. They sent me another kit & pakage color was faded and expired. Upon ordering it is a 2 day shipping, but all my orders have taken 2-3 weeks, without notification. I have wasted time calling dermstore and placed on hold for 20-30 minutes. Beware buyer! Find a retailer near you or another site like sephora that is legit to purchase your skincare.

Really bad customer service. I placed an order for an item that was on backorder. The site let me know it would take 1-2 weeks until the item arrived at Dermstore. I was happy to wait because I had a coupon and got a good price on the item. A week later, I received an email saying Dermstore had canceled my order because it was still on backorder. I called and asked that they reinstate my order as I was fine waiting for the item. They said they wouldn't be able to do that as it was on backorder. I again said, that's ok, I'll wait. They said they couldn't reinstate the order until the item had a stock date. However, I could get back online and reorder the item (just couldn't use the same promo code as before, so not as good of a price). I asked if I reordered when the item was once again in stock, if they would honor the price/coupon I had used to place the original order. They said no. Really!? I don't think I've ever had a business say they wouldn't honor a price when the issue was on their end. Seems like a scam. If the price is too good, they conveniently find a way to not ship the order to you and cancel the order. Really terrible. I'll be taking my business elsewhere.

I rarely ever write reviews but I was so disappointed with their customer service that I felt the need to warn prospective customers. I've been a long time Dermstore customer. They ship quickly and provide great promotional discounts from time to time. However, their 100% color match guarantee is useless. Their color match consultant told me to go to a department store to figure it out. DO NOT ever purchase concealors or foundations from Dermstore unless you know your exact color match. They do not provide exchanges. And if you return and repurchase a different color, they will NOT honor your original purchase price if you used a promotional code. The first customer representative I spoke to said she would note in my account to have the original purchase price with the promotional discount honored when I repurchased the concealor in a different color. When I called back to repurchase (had to wait for the return to be processed and the credit in the form of a virtual gift card emailed to me), I was told that it was never noted in my account and it's against their policy to honor the original promotional discount. If you don't know your exact color match, you are much better off purchasing at Sephora or other department stores that offer customer friendly exchange and return policies.

Recieved 2 free samples. Just arrived this afternoon so haven't had chance to try all they sent. Will find out soon enough... shipped day after I ordered and that was late evening. So far, so good.

WORST customer service experience of my life! An item that had been on back order, which I was patiently waiting for, was removed without me asking it to be. It was purchased on a gift card given to me by my mother. Did not get notified that I wouldn't be getting the item. When I called to inquire is when I found out. When I asked about the balance being put back on gift card I was told there was nothing that could be done because I no longer had the gift card with the pin #! This was over a month after initial purchase. Who keeps a gift card that they use the entire balance from?! Tried several times to get somewhere but nothing could be done. Oh, and the item that was removed was available when I spoke to them but they couldn't just send it because they had removed it (without my consent) and in order for them to actually send it, they'd need the gift card! Unacceptable and ridiculous!

I wrote a previous good review (4 stars) about Dermstore earlier this year. I now give them only 3 stars, because I always enjoyed their Surprise Boxes of either hair care, makeup, skin care. Now those boxes are gone. I haven't purchased since I saw that. Otherwise, I've not had a problem that they hadn't fixed to my satisfaction.

I have ordered several times from Dermstore and the service, quick delivery, products and prices are great. Also free shipping makes it a "10" in my book.

Love this site! The products are awesome and the shipping is free... always!

NEVER order from this deceiving company. Please bring business to other companies whom deserve your money. The entire website is littered with advertisements of free returns; I am a pretty careful buyer and wouldn't have ordered something is there wasn't free returns. As I am trying to return my purchase, they informed me that if I wanted my money returned to me, I would have to pay for the return shipping. It says this is very small print in parenthesis on their return policy page. This is EXTREMELY SNEAKY AND DECEIVING THE CUSTOMER! When I kindly explained the situation as asked if there was anything they could do for me since I spent over $300, all representatives were extremely rude and even threatening. STAY AWAY!

Very bad customer service, let me purchase out of stock and gave me a 6 weeks delay. At the end 0% discount, no extra gift, and i had to put more products to replace the one that was out of stock. Just hate this

If you want something to arrive as promised, then look elsewhere.

They tout 3-day shipping. I placed an order for a gift on the Thursday the 4th. I called to double-check the delivery window and was told I would have the order on the 9th. They did not ship the order until the 9th - then LIED on the phone when I called looking for the order saying it was in the mail stream - when the tracking showed it was NOT. When I email them to ask for answers they respond that it will take 24 hours for a response - and no response ever comes.

I went to the DermStore to order Kerique and then before I click the final button I went back to order the black Friday's price. They sent me both, one at the regular price and I at the discounted price. One did not have a gift in it and when I called back to tell them the girl on the line repeatedly argued with me telling me it was my fault. This is the worse service I have ever used. What happened to the customer is always right. Not here.

SUCK NET! WORST SERVICE EVER! I use online shopping everyday, this is the worst service i experienced! I placed an order of Clarisonic for ONE MONTH and called THREE times for the customer service. Every time they told me I would get it in next week! BUT they cancelled my order WITHOUT telling me after 40 DAYS! I waited it for ONE MONTH! Because of this I missed the better deal on other store and I haven't got it! NEVER BE BACK! SUGGESTION FOR OTHER CUSTOMERS! STAY AWAY FROM THIS STORE!