DermstoreReviews 490

I should have learned from the first purchase. This time email is no longer in service for the company. Website doesn't work on tablets. First time I called I had to leave a msg. Second time I called, the person was useless in problem solving. Tracking states it is being delivered today... in another State.
Never again.

Spoke to several employees this year to investigate a charge dated November 29,2020 for $149.00. Was told no record on file for charge & I sent copy of the charge to my Visa CC. The answer always is " I will send concern to have someone look into this" and I never hear back. I did not receive points into my account either. Poorly managed business that will eventually suffer as customer service unacceptable.

I'm a multi year customer of Dermstore having multiple purchases of skin care products, hair care products, lotions, and makeup. No issues until most recent purchase of 6 items made on 9/23/2021. 3 of 6 items received 9/25. Obtaining the remaining 3 items has been beyond frustrating and exhausting. I received automatic generated emails (with no option to reply( multiple times (9/26,9/29,10/5,10/6) stating my order was in the way. I emailed Dermstore via their online "help" 10/5 about missing items and received reply from "Meg" confirming my outstanding items were sent in a separate package. Received nothing & called customer service 10/21 and spoke for 10 minutes wherein I was told 1 of the 3 items was out of stock, and she would follow up, talk to supervisor, and I would receive confirmation email. Received no email, no contact, no products. Contacted customer service again via phone 10/28 & spent 13 minutes on phone wherein the woman stated nothing had been done with my previous call other than noting "1 item may or may not be in stock." I had asked to speak to a supervisor and was told none was available. The second customer service rep also said 1 of 3 items ordered was out of stock. I then asked if I could just receive a refund for the 3 items I had ordered 5+ weeks earlier and never received, and I was told she could not issue a refund, even though it was confirmed those 3 items were never sent. She then said all would be passed onto a supervisor, and guaranteed a phone call from a supervisor within 24 hours & a confirmation email. It's been 48 hours. No call, no email. My order is still listed as "processing." In the 5 weeks I've been waiting for the remaining items for which I have been charged to arrive, I have received 59 marketing/promotional emails from Dermstore…including 3 emails promoting "triple points" for 2 of the items (Olaplex hair care items) I haven't received, and the item said to be out of stock is Olaplex Conditioner was including in the promotion. I'm beyond frustrated and disappointed with Dermstore.

Dermstore charged my credit card $40.64 in September. There is no order number and they won't acknowledge their error. They have yet to resolve this after many attempts. They promise to help but never follow through. They ask for the same information over and over. I loved their products, especially Beauty Fix boxes but will not order from them again.

I am a female who invests in quality skincare. My experience with this site was awful. Absolutely terrible return policy. They make you pay for your own shipping to their company. They also charge an extra $15 dollars for anything you want to return. Literally disrespectful customer service and slow response rate. They do not care about you. PICK ANOTHER SITE, ANY OTHER SITE.

Ordered Sunday Riley's Tidal cream. When I opened the package, I noticed there was mold growing inside. I immediately emailed customer service with ample details about what was wrong, and they wrote me back asking questions I already answered. So I called their customer service line, thinking I would get better help, but the agent on the phone was beyond incompetent—barely spoke to me, and didn't seem to know what to do. I ultimately got her to send me confirmation of the refund so we'll see if it actually goes through. Horrible first experience, and judging by other reviews, this was not a one-off situation. I'll be sticking to more reputable stores for my beauty purchases.

I order the obagi nu derm kit on their website, after ordering it i realized it was not the RX version. Therefore soon after i made the order, i requested that it was cancelled. I received email notification that it was cancelled. However, i call customer service and was told it was never cancelled. My order was delivered today, and when i open the box the expiration date shows 05/2021. They are a fraud. I am requesting a refund. I will ship this product back. Beware NO where on their website is there a place that provides info to start the return process. You click on the so called link, and then your just sending another email. Smh. This company is a scam. Selling old cosmetics products.

I ordered 3 Oribe large texturizing sprays for my hair for the advertised discount of 25%. Couldn't figure out how to get the discount after putting in my credit card, then spent 15 minutes searching their website for an email or phone or CHAT for their customer service. Couldn't find any way to contact them and ask for the discount. Finally I did and got a message back saying to not use this email as it wouldn't be read! This site seems like a scam and I will buy from my salon going forward and have credit card cancel the charge. Awful.

I ordered an eye cream. Was sent to wrong address—- No one got back to me and I have not received credit yet. The 800 number is constantly busy.

I spoke with 3 different people about canceling my order and was told someone would get back to me. My order was then shipped and still no answers. I next called customer service and was waiting on hold for 1.5 hrs then I heard someone pick up the call and sigh then it went silent and I stayed on the phone for another hour in silence. I took my card off their site / subscriptions ASAP. I THEN WAS CHARGED AND OTHER PRODUCTS WERE SENT TO ME. No one would help. I finally told them I was contacting BBB and I got some assistant which again was horrible. They didn't have my order numbers on my account(suspicious) and I was sent only one return slip with one order on it even though I was having to return 3 different orders. I mentioned that to them and of course I have not heard back. In the end I had to make the returns and take time out of my day for their complete and total lack of accountability and customer service. I was a customer for 2 years with subscriptions but obviously I am going else where. If I could give them -100 stars I would.

Dermstore does not do refunds even though they claim to. I tried to get a refund for 4 months and they never issued one even though I requested a refund within 3 days of receiving the products and I returned my items (one completely unopened) within the timeframe. They are very hard to get a hold of and do not provider good customer service.

I ordered two of the same items and over a week later they hadn't shipped yet. When I decided to reach out and speak with customer service (had to message since they don't answer phones) they told me the items were "out of stock" and said nothing else. There was no attempt to remedy the situation by customer service. Nowhere on the website does it state "out of stock" and they are still currently selling these items as "in stock". It's wrong to sell items that you don't have and not even let the customer know until they reach out to you. The fact that you sell out of stock items, your chat never works and that you place people on hold for 30+ minutes shows how horrendous your service actually is. I want a full refund for my purchase immediately and i highly suggest you start notifying customers the moment they order something that you don't have. This was my first time ordering through this company and I will never do it again.

They ignored my first subscription cancellation and I received no acknowledgement of the cancellation which was suspicious. I decided to trust the process until I still received my next beauty box. I emailed them telling them what happened and went back into my account to make sure I cancelled properly which I did AND I deleted my payment card. Just received another notif from my bank that they took money out yesterday and Im recieving yet another beauty box. Let me clarify: I HAVE NO BANK CARD ON FILE AS I REMOVED IT AND THEY STILL WERE ABLE TO ACCESS MY CARD AND CHARGED IT. Customer service was rude and yelled back. They initially offered a refund but when I told them I removed my card to stop them charging it they said they couldn't place the refund. So, I asked how they were able to charge me only yesterday morning if they could not access my card? Now they say they successfully processed my refund. This coming from an untrustworthy company. Ha Despicable company.

I placed an order 8/17/21. On 8/25 and 8/27 sent a message asking about my order. Tracking for Pitney Bowed said it was updated 8/10/21 GA, 8/17/21 IN, 8/19/21 IN, 8/26/21 GA. Nothing else. Tracking for USPS says waiting for the package to come to them. Note the order was placed 8/17/21 its impossible to be first dated 8/10/21. Customer service by message said I have to wait 8 business days for my replacement or refund but it had been. Called today. A man asked me to verify my account by name, email and address. After my name was given he argued I was not me. I was unable for 3 minutes to answer anything because he was talking over me loudly and repeating himself over and over in poor English. Saying the company can get sued if they give information to someone else. If I am not *** he can't talk to me. I attempted multiple times to give my identification details and he refused to stop talking and was the rudest person I've ever heard speak. Was unreal. I believe by this experience and reading others that DERMSTORE is fraudulent. I ended up having to disconnect the call. No resolution. No refund, no replacement, no order received. Given one star only because 0 isn't an option. Contacting BBB and my bank for help.

I have been trying to get a refund for an unused item I returned in January. It's now August. I've been told multiple times that the item was refunded and to expect it to appear in my account in 3-5 days. The first Customer Service rep I spoke with today hung up on me. I've now been put on a "3-minute hold" with the second CS rep and 25 minutes later am still holding. I finally hung up and I am now holding (25 minutes) to talk to CS Rep #3. This is typical of the Customer Service. The good thing about Dermstore is the sales (thus the one star) and if a product doesn't work out for you, you can usually get a refund. The bad news is you may have to spend untold hours or months trying to actually receive it.

Looks like Dermstore was recently acquired and the new company has since overhauled the site and the backend logistics for shipping and returns. Do yourself a favor and avoid ordering anything from them in the near future. I have purchased $1000s from Dermstore over the last year and they always had reliable products and easy shipping and returns. Since this new acquisition in which they failed to give any heads up to the customers until it was too late and orders and subscriptions were way backed up and returns couldn't be initiated, I have avoided buying anything from them. I made a return almost a month ago (which took almost a month to get someone from customer service to send me the shipping label) and I'm still waiting for my refund to come through. I'm going to dispute the charges with my credit card company.

AVOID AT ALL COSTS! I purchased two products from Dermstore. One was backordered but I was charged for it. I never received the backordered item, and when I asked for my money back (three times) they claimed to have technical difficulties. I have spent a total of three hours on hold trying to reach someone, and sent three emails. Every time they are having technical difficulties. This company is a total ripoff!

I've been a customer of Dermstore for about four years. I've found some helpful products - some a bit more expensive than usual, but I try to manage my fairly regular purchases carefully. Recently the site went through a redesign; I had trouble finding my points and a couple other things I'm used to seeing. I went forward with a purchase anyway without using points - even though I wanted to use them. Next time I logged in to make a purchase, I was curious about the points so I looked for them first. Relieved to find them, I used the amount I intended to use for my purchase -- then went to look for my product (which coincidentally was being promoted in one of their email campaigns), and it was out of stock. First, I'm kind of surprised that the product being promoted would be out of stock; second, when I explained my experience and frustration -- and asked for my points to be added back to my account, I was told they couldn't do this. I can understand if I'd done this kind of thing on a regular basis or truly changed my mind about a purchase. But neither of these apply. I was ready to buy. I am disappointed and believe this is an opportunity to make a regular customer even more ready to come back. Instead they've diminished my interest. I may be headed elsewhere.