SkinStoreReviews 340

I was having the same issue others have had with not receiving orders. It said that my item was to be received by a certain date, but according to UPS, it never even went beyond a label being created. The website even showed that my order was completed and shipped! I threatened to dispute the charge, and a few emails back and forth, low and behold, they found the 'error' and it got shipped. I received it today. I don't know if I would order again from them. I don't think an e-tailer should charge your account UNTIL your item ships.

I bought thousands of dollars of products and I still do not have the products. I reached out over and over and it took 3-4 days each email for them to respond and never once did they try to be helpful. Literally I have spent hours on attempting refunds and had to report fraud. I don't think I have ever reviewed a company on line but this one deserves it. You won't get your products and worst customer service. You have been warned.

I ordered a product mistakenly and wanted to cancel the order within 2 hours. However, their system showed the order couldn't be cancelled because the product was in processing? Within 2 hours? Customer service told me to return it after it shipped to me. I paid for the shipping and when I received it I was asked to pay for the shipping again. I returned a product and paid for shipping out of my pocket. When they gave the refund, the refund had been deducted the shipping too. This is how this stupid company make money. Stay away.

I have been a skinstore customer for a long time. I purchased 2 bottles of body skin serum. I had never used this particular product before. On the second day I used the product I broke into a raging, red, burning itchy rash. I Had to wash the product off with soap and water, take allergy medication and apply topical hydrocortisone cream. I contacted them and they said they would take the products back but I would have to pay return shipping since it's an unwanted item. It wasn't unwanted I physically could not use it without a reaction! Mind you there is no disclaimer on their website that explains what constitutes "unwanted". I was also told by Caitlin that they don't guarantee their items which again is nowhere to be found on their website. This was all per the supervisor BRETT. Not only would I be responsible for return shipping but also I would have to goto the post office to pay for the label. Say what? During Christmas I would have to goto the post office. It's also interesting how other reviewers have raved how good skinstore has been about taking returns back secondary to allergic reactions. Apparently continuity in customer service is not a policy for them. BUYER BEWARE!

I ordered 5 creams from Skinstore. There was a postage cost of just under 11 pound, which was Okey when I shared it on 5 creams. After some time, Skinstore tells me they only send 1 cream and send the remaining 4 later. I immediately chatted to SKINSTORE and said I would either cancel the entire order or make sure that the 4 creams would come without extra shipping and before Christmas. Skinstore confirmes it would. After a few days, I received an email that SKINstore will canceled the 4. I end up paying 11 punds for 1 bottle of cream instead of 5. I chat with Skinstore again, who refuses to cancel the order and that I have to pay to send the package back AND pay for the postage costs to ship the parcel at first. Skinstore is absolutely indifferent, and when I write in the chat that I am pissed, they stoped the chat because of my language... The most expencive cream ever. Last time shopping at SKINSTORE OR LOOKFANTASTIC

I have only ever placed two orders with SkinStore, the first of which was on 5/16/18, which never arrived and still hasnt as of the time I write this, 7/11/18. If you track it right now, it says shipped, not out for delivery or delivered and the last update being Friday, May 18th: Electronic Shipping Info Received at 2:17 PM Shepherdsville, KY.
Customer service was exceptional, and I was offered a replacement or a refund and promptly received the refund I asked for. On 7/2/18 I placed my second and likely last order with SkinStore. Fortunately, this one arrived on 7/11/18, today. Upon receiving the package, it was apparent that it had been either damaged or tampered with.
I opened it to find the Sunday Riley Ceramic Slip, U. F. O Oil, Brightening Enzyme Water Cream and a pouch of samples/freebies. No packing slip and no Sunday Riley Good Genes Lactic Acid Treatment. Upon contacting customer service, I was told However, as we have already had this issue before, we want to raise this with our courier and promptly emailed a disclaimer form to fill out, which says verbatim, I believe the above declaration is true to the best of my knowledge and belief. I understand to make a false statement could lead to prosecution. Any rational person would conclude that SkinStore is accusing me of making this up.
Which I am not, therefore, I have no problem whatsoever filling out the form. For SkinStore to not only fail a customer once, but now twice, and then accuse the customer of fabricating their complaint, when the ball was dropped on SkinStores end both times is equally as hurtful and insulting as it is unprofessional. Tired of the sagas and being belittled. I just wanted what I paid for.
Time to wait for the results of their "investigation" and cooperate with police... seriously skinstore?

I ordered products that they send they would ship. Surprise back ordered so they sent them in three lots. Took the money and I have never received the goods. I have made phone call from new Zealand and sent so many emails and they have now decided they can't help me. We have a lawyer in the USA so we are going to look at legal action. It appears that this is standard practice for them we have had enough. I think they thought what can they do in new Zealand well they can think again. Buyer beware shop elsewhere.

I purchase something from the holy skinstore two weeks ago. Initially the holy skinstore cancelled my order twice without any notice nor explanation. Later on when one of my order finally got dispatched, the package was intercepted right before scheduled delivery, which is today around lunch time. To chop off the possibility that I may contact the customer complaining the last minute order cancel by the holy skinstore, the holy "we-are-too-noble-to-service-our-customer" skinstore cancelled and deleted my account once for all. And of course my credit card was charged and now I end up without losing money and the order. What a brilliant and smart way to abuse and to cheat customers.
I don't know if skinstore does not like people to shop on its website or doing this just for fun. I tried to contact the live chat customer service immediately and got replied with "oh this is much higher than my paygrade and unfortunately I simply just cannot help with it".
I would say the holy skinstore is the industry pioneer and benchmark.

My first experience purchasing from them went flawlessly. The second purchase was the issue. They claimed to have one item out of stock out of my order yet they charged me for the entire order. They then after 3 months sent me an email to purchase the out of stock item again. I called in and was informed by so-called customer support person that no they still do not have the item in store. I informed her that most reputable companies do not charge before they ship out an item. She tells me I should have called in to request a refund once i did not receive the item. Her stupidity continued when I informed her that if I do not get a resolution today I will call the credit card company and do a charge back, which she then informs me I would be unable to order form them again! As if that is a prize! Someone needs to inform these morons in the age of the internet you pretty can get any product you wish from a plethora of vendors. What dubious company!

These people are the dumbest people I've ever dealt with. They send me a wrong order, I called and here it is it for a second time I received wrong item again. I swear I would never buy from these people again. Skinstore was prompt and reliable a few years ago somehow I believe they sold the company to dummies and now my order is never right for the last (3) orders. I don't even think I will call these dummies to complain about this again just quit buying from them.

Don't waste your time on this company. I ordered some facial wash over a month ago. I was told that it was on back order 2 weeks ago and that it would be shipped this week. It wasn't. I contacted customer care who were just combative and refused to give me a refund or cancel the order. After I hung up with that "customer care" agent, I signed back in and spoke with another agent "Tamara" who said she would submit the order for a "cancel request". No guarantees, just a "request". She also stated that it would be up to them to decide on if there would be a fee to cancel. This place is a joke, save yourself the headache.

Order was two weeks late. After six emails and two lengthy online chat sessions, I was told to check back in three days to see if they had actually shipped the order. If not, I was told to contact them again! The agent blamed it on the warehouse and said there was nothing they could do. No effort was made to ship it expedited even though they admitted the problem was on their end. No courtesy extended. It was an expensive order and my credit card was charged the day the order was placed. I will not order from Skinstore again.

I ignored the countless terrible reviews only due to needing some items urgently and assuming them being one state away and assuring timely delivery was worth the risk. Sadly, mistaken.

They claim they dispatch packages within a day - false. My order was stuck in some ridiculous 'fetching stock' status for over 2 days. Apparently, their warehouse is on a different planet.
It then has taken 2 additional days for the package to be handed over to some unheard of courier. Note its day 4 and the item hasn't actually shipped at this point. Meanwhile, the order was promised to be delivered to me by this date.
In 3 days, I have left them 3 messages and haven't gotten a single reply from their "customer service". When I finally got a hold of someone via online chat and explained that I needed the order for a trip and that the estimated arrival date is way passed what was promised and the date of the trip, there was no apology. When asked, what happens with the package when no one's around to receive it and that the courier will just leave it at the door, the response was "no refund since package isn't returned".

So you're telling me you will be a week later than promised and will charge me for something that's going to sit outside my door (and eventually stolen) because no one is around to return it? BS!

I placed an order on Dec 6 and got an email that my order had been "dispatched" on ec 6. The tracking info from some independent site said label created for weeks. The contact portal on the site asks you to print out a form and submit it? All the information is in their data base! Repeated attempts to reach them went unanswered until I submitted a dispute with the credit card company. Then magically, I got a response saying they are sending a replacement. NOT holding my breath. Oh well, there will be another Christmas next year for the intended recipient.

This company is a "Has Been!" you can now get most products on Amazon now. I just made my last order with Skincare... phone numbers that do not work, no reply to message center.

They need to make their logo: " I am really sorry about your issue!"

Since the ownership changed, they are now totally unreliable.

Go with Amazon... they are an excellent company with real telephone numbers and you can talk with real people.

Dennis
PEI, Canada

I have been ordering from Skinstore.com for well over 10 years. Customer service and attention to detail is horrible the past year or two. In my most recent order, over $700, there was one product line not eligible for the site-wide discount but I ordered anyway. Two days later I get an email telling me it was my "final chance to get 20% off" that specific product line. First of all, I never got any other email letting me know I had a first chance. I called customer service and told them about this and thought it would be fair to give me a credit on my order. My request was met with "we are not able to issue credits or price adjustments" after an order is placed. We are in the computer age people, many (most) stores do it. Figure it out! While I could not get upset with the woman at customer service (her employer's policy), I was frustrated. She checked with her manager and told me they could put a credit in my account in the amount of $145, representing the 20% off that product line. This was a week ago and not surprising, I am still waiting for the credit to appear in my online account. Will never, ever order from this site again!

Do not order from skin store

While I am pleased to say after writing a harsh review on trust pilot they did get back to me it is nine days later and they have finally given me a legitimate tracking number that shows my $182. Whats of products is now at their partner shipping center and USPS is waiting for it Im not sure how it takes nine days. I have a very bad feeling about this and I would love to be able to give them a positive post