DermstoreReviews 490

I bought some skincare a while ago that a specialist recommend and I noticed that it was a product that was harder to find but thankfully dermstore had it :) I noticed they also have other items in bundles/on sale which is great!

I would just say that at one point I needed customer support and it took a while to get to my resolution but eventually it worked out. It was just a bit frustrating but I was able to do a return and get my money back (for some other product I purchased)

After reading poor reviews for other online retailers I decided to go with Dermstore thinking my experience would be a good one. Boy was I wrong. I placed two orders through Dermstore back to back and one of those orders was a large purchase ($380). The other was placed 2 days after the first. I received one email with the tracking info for ONLY ONE product in the first $380 order… (the sunscreen). On 3/25 that product was delivered but I never received an email with tracking information for the remaining order. I did get an email for the second order placed 2 days after the first, but I'm still missing information for 3 other products. I used the messaging app a few days ago and got as far as "what is your order number and information" then nothing. I called today and waited on hold for 20 minutes when the automated voice kept telling me I was number 1 in the queue. Then a girl sounding less than rather enthusiastic to be helping took 4 minutes of silence to look up my account and then told me she had to put me on hold to speak with the supervisor because she doesn't see any tracking information for my order. I'm still on hold and that was 7 minutes ago and counting… so far not having a good experience. I will NEVER order from them again. I will just order from the actual company site moving forward. I recommend that especially if your dropping loads of $$$ on products. NOW THE AUTOMATED GIRL CAME BACK ON SAYING THANK YOU FOR COMPLEIS ARE ASKING ME TO DO A SURVEY. And the call ended. DO NOT ORDER FROM THEM.

I had the displeasure of trying to work with SEVERAL customer service representatives with Dermstore. I ordered a $450 product that says is usually shipped in 24 hours. I get a shipping confirmation two days after which I thought was great. I keep tracking the order and it has not been picked up by the carrier, a week goes by, still not picked up. I start by using the online chat, get reassured it would go out in 24 hours. 48 hours go by, still has not left the warehouse. I call after a few more days of it sitting there. Still promises of going out in 24 hours. I call the next day, I am assured the order will go out the next day and be expedited since I explained that I was leaving town and did not want it delivered to be sitting on my porch while I was away with a good chance it could be stolen. I had told the agent, if she could not make that happen then to cancel the order. She assured me she would and would call me back with the update. No call back from her so I call once again the following day (Friday) To be told it would go out after the weekend. At this point I have talked to someone everyday since Monday. Each time being told it would ship within 24-48 hours. I told the agent to cancel the order. She tells me she can put in the request but can't guarantee the warehouse will cancel it at this point. So now I have no idea if my order is canceled. I do not get email updates on my order status and most likely they will ship it and it will get stolen. Then I will need to deal with their horrible service again to fix another problem. So I am pretty sure I am going to be out $450 and will need to work with my credit card company. I would not recommend making big ticket purchases from this company. The right hand doesn't know what the left hand is doing.

I have ordered from Dermstore for years. They have great products at a great price if you buy during a sale. I have never had a problem with receiving my orders in a prompt manner. Sometimes, instead of price promotions, they will offer fantastic gift with purchase sometimes. On December 25,2021, Dermstore had a great gift with purchase, it was a beautyfix box worth over $100 of products that was free if you placed an order of over $100. I placed an order of $108 which I got promptly but I got a backorder notice on the free beautyfix box. Then several weeks went by and on January 8,2021, I got another email from Dermstore saying they were sorry that the Beautyfix box was so significantly delayed. I never heard anything again. I contacted Dermstore in February and the Customer Service rep was super nice and say the Beautyfix box was stopped from being fulfilled and that she would resubmit it. It is now the middle of March and I'm pretty sure I am not getting the beautyfix box. I never would have placed the order originally if it were not for the free beautyfix box. I'm sure they got lots of people to place orders and then could not fulfill the promise of the free beautyfix box because it would have been very costly and they realized that so they simply did not ship the free gift. They no longer had any incentive to do so, since they already had the customer's money and shipped what they order. This was a free gift and they felt they could reneg on it if they deem it no longer practical. This is dishonest and shoddy business practice and I will no longer order from Dermstore ever again.

Order from here if you never want to revive your order, don't want your money back, and want to consistently speak to customer service with no resolution. TRUST ME... shop elsewhere!

I received the wrong items. I open box to look for an invoice. No invoice, really? I contacted them and was told they would send my correct items next day, I followed up the next day because I've been told this before and sure enough they said nope we need you to send back and we have to receive the incorrect items first because they are so expensive. I sad well the products I paid for are more expensive! I shipped the incorrect order out the very next morning and called and gave them a tracking number. They used the cheapest and longest return shipping even though I paid for express shipping on my order. I complained and they said they cant ship until the see what I returned because I could of just put anything in a box and returned it. Lol. So now I have to wait 7 to 14 days for them to receive, inspect and then ship my correct items. That is if I even get the correct items, when I called the woman couldn't even tell me what my correct order was

2/7 of my items are processing with no delivery in sight. 2/7 of my items have arrived in two different shipments and boxes, 3/7 of my items just say shipped with no other information. Save your time and energy and go with Sephora.

I ordered a very expensive serum that I could have ordered at another website for less money. Dermstore had a beauty offer if I purchased it with them and I did. Its been 2 months and I still have not received the "mystery box". I have contacted then so many times to no avail. I, also am a beautyfix monthly subscriber. For the most part, I have been happy with the box. This month was a joke, definitely not worth the value. I will see how the upcoming month is and of not satisfied I may cancel my subscription and just stay with Allure.

They took my money for a product that was no longer in stock. Then would send these vague emails with ZERO information about how my order was "delayed." I had to use the live chat to get anyone to communicate with me and the first person told me that my order had "just left the warehouse so it couldn't be refunded but I'd get a shipping notification within 24 hrs." Days later I used the live chat again and they told me it was out of stock. So they just blatantly lied about the refund. In order to process a refund they'd need to "arise the refund request to their customer relations dept. Within 3-5 days someone would contact me to process the refund which would then take another 3-5 days to process." Sounds like another lie to me. The agent on Live Chat said there was no other way to contact customer service. Absolutely horrible experience and will advice everyone I know never to use this company.

I placed an order for 3 items on Dec 25th, 2021. I got 2 of the 3 items, i received notification about the 1 item on Dec 28th stating it was expected to be shipped in 48 hours, never was, then January 7th I received 1 last notification stating that it was still delayed. I contacted Dermastore via chat the agent yelled at me via chat w caps on because I was asking the agent to cancel the order and refund this item, he told me to wait. Now Feb 15th, no other notifications, or order status at all. Now today they tell me there was a problem and i have to wait for the order to be cancelled in 3 to 5 days and then be refunded back in another 3 to 5 days. This business is horrible, never again will i do buy from Dermastore

I used to order all of my skincare products from this store. About a month ago, I ordered several products, which for some reason took a month to arrived. Turns out that from the 5 items I purchased only 3 arrived (they never allowed me to cancel the order though I did request them to do so). When I was finally able to contact them, I realized that even though they said they did not sent 2 out of 5 products because they were out of stock. They still never credited me that extra back. When I told them, they Told me they sent me an email, stating they did not have those items in stock (email I never received) and because I never replied back they never credited me? Even knowing they would not be able to send those products at all! At the end, they never refund me the money at all. This store costumer service is really poor. Also, be warned. What happened to me was a scam! Do yourself a favor and don't purchase from these thieves. I know I never will.

Placed a large order (over $500) in products from this company back in Dec. I still haven't received my items and every time I live chat, call or email I am told items are out for "dispatch" and order can't be canceled. I filed a report with BBB and I will be calling my credit card company to cancel transaction. Save your time and just buy product from trusted source. Their customer service isn't helpful at all. I was able to walk into Sephora and get exactly what I needed.

I purchased a product on 12/14/2021. The item was allegedly shipped per their website but when i reach out to Dermstore, they tell me it's stuck in their warehouse. Dermstore says that it will not issue a refund because the order has already been placed with their warehouse and I have to wait to receive the product, return it and then I will be issued a refund. So essentially I've paid for a product that I haven't received and may never receive and Dermstore is just standing by this absurd policy. If you go to their twitter feed (@dermstore), sitejabber (https://www.sitejabber.com/reviews/dermstore.com) or any other place with complaints about this entity, you will see this is not a one-off event. Multiple people complain about not getting refunds, never receiving products, receiving incorrect products and not getting refunds. A company that has $180 million in revenue per year should not be taking advantage of customers in this manner. Someone should look further into Dermstore as it appears to be operating like this with no repercussions.

Bought a harry josh hair dryer very expensive close to $300. Waited forever to get it as it comes from the UK. This was never disclosed. Had bought harry josh diffusers from them before and also the hair dryer. They must have changed the product size. Surprise dryer didn't fit diffuser. Wanted me to send dryer back pay for insurance etc and get refund. Didn't want to correct and send hairdryer that fit diffuser first so I wudnt b without a hairdryer for another month.it was their mistake and when you talk to someone they read from a script. Don't understand the problem. Buy a dyson next time. Attachments don't fit dryer. Really! And all they say is I am so sorry. I needed a hair dryer now and the best they could do was tell me a supervisor could call me n 48 to 72 hourts the company must have changed hands. Stay away!
FYI I am not upset with fairvdryer I am upset with the DERMSTORE who sold it to me. They are worthless

I ordered my product of $236,64 since December 10th 2021 and I never received, I sent several messages in the customer service page and several callings with exhaustive long waiting, I canceled the order and I requested my refund, I was awaiting two weeks and never appeared back in my account. I disputed the transaction in my financial institution and I'm hoping this way the Dermstore complete the refund. After that, the Dermstore surprisingly deleted my account … of course I have register of everything that happened. The facts shows the lack of honesty and care with the customer, the customer service is awful. Definetly I NEVER gonna buy nothing from this web site. Be careful!

This company is a farse. I ordered Eminence products and attempted to return all products unopened totaling over $600 (within 2 days of receiving) and I have been trying to follow-up on my return refund and I cannot get a hold of anyone! I used customer support in the app and the POC of the thread just keep asking me for my order number and info over and over again. I've already return the items with priority express and tracking shows that they have been delivered. But i cant get a hold of anyone to follow-up on my refund. Save your money and find another beauty supply company to buy from.

I am a former Dermstore customer and like others, I will no longer purchase from them. When I try to bring up issues to their customer service staff, they are defensive.
I experienced the following on 3 different occasions:
- my packaged accidentally got shipped to Guam and took 8 weeks to reach me
- an expensive serum ($166 in a glass bottle) was packaged in a box without any padding and without any tape on the outside, so it arrived partially ripped open from the product banging around on the inside and the box was falling open on the bottom. Stopped ordering that product from them after that one.
- an order with multiple items shipped, but one item took 4 weeks to arrive. After 3 emails saying it was on the way, I called customer service and they said it was in stock, they just "forgot to send it". They were polite in the interaction, but after many issues, along with a 'survey' of our customer service where the response was quite defensive from them about the issues I've had, I decided that it wasn't worth the trouble and I didn't trust them.

I ordered revision skincare products, 200.00 dollars to be exact and the products irritated my skin. So because of this I emailed customer service to ask what the process was to return both items. It's an automated response, so you are not actually getting a real person. It asks for you to take pictures of the bottle number and they want to see proof of the irritation…
I went ahead and sent all the information they asked for and 2 days later, zero response.

Seriously don't bother ordering from DermStore because they try to make it as hard as possible to return their products!

I ordered a $99 product. Tracking shows it delivered, but it wasn't. So, i've been going in circles with what appears to be automated customer service--when i reply i receive the same intro message. They can't even answer how it was shipped. All i know it that it was USPS, but they won't give their address or if it was first class or priority. This would help my post office in the search. This was the first time using Dermstore.com. Not a good experience. Also, you have to use to use their site to message, which adds annoying steps just to communicate.