SkinStoreReviews 340

Imagine a company with such bad quality control that they send out a package with a name, city, and zip code, but NO ADDRESS. Then, imagine a company with such bad oversight that FedEx returns the package back to them, because the package has, well, NO ADDRESS, but they say they never received the package. Now, imagine a company with such bad customer service that they refuse to refund you for the contents of the package, because "we rely very heavily on the customer to ensure they have the correct delivery information." That's another way of saying they take NO accountability for anything at all. Imagine a company so corrupt that they say they can't refund you until they receive the package, but they take no measures to see whether the warehouse actually received the package, or to check up with FedEx on its whereabouts. (They are supposedly "investigating" the matter with the carrier-- four days later, I chatted with another SkinStore rep who said that she would open up an inquiry into the matter, meaning that **there was no inquiry opened up already**).

IMAGINE A COMPANY THAT WILL STEAL YOUR MONEY AND BLAME YOU FOR IT.

That's SkinStore for you.

Since I already wasted hours of my life on this, I might as well make a review here to prevent future frustration for others. I got my neostrata gel today and as I opened the box, I found it leaking. It's 15% acid so I wiped it clean before I felt safe to open it to check. Clearly it has no seal (which is something not uncommon so it's fine). But the lid is way too loose(hence the leaking). Upon opening the lid, I found there's so much dust inside the lid and even inside the gel. I looked closely and even saw a small hairs in the gel. I have not accepted anything like this and will not feel safe to use it. After talking to an adviser on their website, and wasting a couple hour trying to upload pictures to show "damage", I was told I cannot return or exchange since I cannot prove the "damage". No matter how I tried to explain it was leaking when it came and picture could not capture the dust or the hair inside the gel. There's no store so I cannot drop it in person. This is the first time in the us that I cannot even return something defective and I could not use.

In my experience they have not delivered what they had agreed to as there were items missing. When contacted they deny any responsibility and and show absolutely no interesting in their customers. 'Customer Service'... do they actually know what this means?

The more people who write reviews the more people will avoid using them. Use them at your own peril!

Seriously in this day and age these companies should NOT be allowed to trade. Just go into any review web-site and this company have no end of horrendous reviews.

I've never dealt with an online company that was so resistant to exchanging a damaged item for an undamaged one. It's been more than a week with countless back and forths, and the best Skinstore can do so far is offer a 20 percent off "as a gesture of good will," the customer service rep. Wrote, for a shampoo bottle that was not completely filled and had congealed product on the inside of its cap. They make it very difficult to get into contact with them, by forcing the customer to only email them on their website, I actually spoke to a customer service representative who told me to email her directly my photos, which I did, and then I got back an automatically-generated email saying that her email couldn't be responded to: I would have to go back on the website. Those emails on the website take days to generate a response, and often are answered with computer-generated emails that ask you to do the same thing you've already done over and over. I. e. Send photos or describe the issue. Never will shop there again, that's for sure.

After reading many negative reviews my experience is almost the same. $300 order that has NEVER and will NEVER arrive. They provide tracking and a ship date; yet they never actually shipped the item, only generated the label (confirmed by USPS)... so now I have them telling me my order is "in transit". My order is not in transit and was scheduled to arrive a week ago; it is not in transit and it is not going to arrive until the USPS has it. I have screenshots of everything and all my communication; I'm so disappointed bc I actually liked this store and wasted my time and money on their site but there is obviously a major issue with customer service and their shipping service company that they use. My orders from them that I actually did receive said "PROTEIN" on the box lol so who knows what's going on over there. It leaves a bad taste in your mouth when a company could care less if you actually get the item and if their customers are happy. That's not how it works. I have never taken so much time to complain about a company but the fact that they will not rectify this is why I will never delete this post.

I will NEVER shop at SkinStore again. I would also NEVER recommend using SkinStore unless you are buying a product that you have used before. I spent a couple of hundred dollars on some new products from a brand that I was very familiar with and ended up with an allergic reaction. They will not issue a store credit or a refund for those two products (not asking for a total refund, keeping 3 of the 5 I ordered). Not only that, they took me through a very tedious communication process. A live chat and then a message thread (10+ messages) in which they requested photos of my skin reaction, batch info, etc. They asked more than once also, so they did not keep up with the info that I shared in the chat. They sent it on to "compliance" although I now do not believe they ever had any intention on providing customer support. They told me that I should have known my skin better than that. SkinStore is obviously not interested in return customers. I will stick with the greats like Ulta and Sephora and Dermstore that do!

It's the worst experience ever and I'm not going to buy anything from the Skinstore unless they fix my problem, they never shipped my free gift to me and it's been more than three weeks already, I had to spend more than 150$ to get this nuface free gel But they never ship it, I called them a million times already and they only saying they are sooooo sorry for it and they are going to ship it as soon as they have it in the stock, But should I waiting for them for my whole life? I asked them to return my stuff and they said I had to pay for the shipping and the refund is going to be back in my account more than 10 business days, What A Big Scam

They are a disgrace. DO NOT USE under any circumstances. My partner had a failed delivery by HERMES who lied and said that the order was refused. It was not and they never delivered. Skinstore then toldnus that hermes told them our address doesn't exist. It does and has done for over 100 years! Skinstore have refused to help in clear contravention of consumer law saying it is for us to sort it out with Hermes. They have refused a refund or to arrange another courier to deliver. Appalling customer service.

There website says free shipping for orders over $49. I placed an online order which came to about $83 but they charged me an additional $10 for shipping. I thought okay once I process the PP payment it will take me back to the site to select shipping and adjust the total. That didn't happen. No where was I asked what shipping method I wanted. There customer service number and chat option were not available so I had to wait till the next morning to contact them. I've tried their customer service number numerous times but always get cut off after they explain how to use the website options. I then tried their chat option and the first representative wouldn't complete the chat because my zip code was only 5 numbers... really that's all I've ever used. Second chat accepted the 5 digit zip but would not refund the $10 shipping fee. Had to believe they would want to lose a customer who has spent a few hundred dollars with them this year over $10. I'm planning on returning the order because I prefer dealing with companies like Dermstore, skincaremarket and amazon that all appreciate good customers. They truly need a revamp of their website ordering process, their customer service phone service and their customer service in general. They should rename their customer service to "Customer Frustration Service".

This company is a joke, save your money and shop elsewhere. I never leave reviews for things but this one takes the cake so I will. I bought a product that did not list fragrance on the label (I have a severe fragrance allergy) but when I opened it to try it clearly was highly fragranced and I reacted quickly and poorly. To begin with, although I ordered the product and the product arrived, I never received a confirmation email, so when trying to return it I was already behind the 8 ball so to speak. And I spent weeks wondering if I had imagined ordering it, since I never received confirmation or an order number or anything.

I called the customer support line and waited 75 minutes (1 hr 15 mins) for nobody to answer. Just waiting and waiting, it was the middle of the day on a weekday, there is no way they could be that busy with calls. I don't believe they would ever have answered, but in any case I had to hang up because I had to leave for work. I submitted my request for assistance through their online message center the next day, and have now been messaging back and forth for over a month just trying to get return instructions. They are extremely unhelpful and just ask the same questions over and over and you never get anywhere. It is madness. A simple return due to an allergic reaction to a fragrance that was not listed on the website ingredients should be straightforward and not take longer than a week to arrange.

However, this has not been my experience and overall, their service could not be worse. Additionally, the website doesn't work properly. When I write a message and send it, sometimes it goes through and other times it doesn't. So after writing a message, if I don't go back in and check and perhaps re-write it, it hasn't even reached them! This must have something to do with why I never received a confirmation email. Definitely glitches in their website function that make shopping there a huge pain.

Their service is terrible, their website doesn't work properly, and they don't answer their customer support line. And you can't just email back and forth through regular means either, you have to log into their site to send a message and log back in to read their response (if you get one) - it's such a hassle.

Overall, I can't think of why anyone should shop here. Especially if you have allergies, don't try products from this site because they are not helpful in any way when trying to return items that have triggered reactions.

BUYER BEWARE! You've been warned.

I would give them 0 if it were an option. Have shopped with them over the past several years, will not again. Had a product that seemed to be defective and called to see if I could return for a credit. Was told no, once opened no returns. I asked how would I know something is defective without opening?, I'd like to speak with a manager. Was told of course, none were available and one would call me back. Next day, no call. Did an online chat and asked where my call was and was told it can take up to 3 business days. Over a week later, still no call. Called them again and now told by a manager the same, once opened nothing can be returned but we can give you a $10 store credit for your trouble. Furious, what terrible customer service. Beware that if you have trouble with something from this store there is no option for returning. As well, the product expiration date was only 8 months from the time I received it, should be at least a year to be fresh.