SkinStoreReviews 340

I have never in my life had such a terrible shopping experience, or dealt with a customer service team this disinterested in helping you. I placed an order for items "in stock" and would ship within 24 hrs, yet it did not. My credit card was immediately charged (this in itself is a poor practice, your credit card should only be charged when the item ships, most retailers I purchase from adhere to this principle). I emailed customer service who kept on insisting that they had taken care of it- yet nothing happened for days. At this point, we were getting nowhere, so I asked them to cancel the items (I ordered them from another store and got them in a day!) - two women wrote back to me saying they cancelled the order yet the online status in my account did not change. Then they shipped the item! They refused to send me a return label, saying I need to ship it myself and they will only refund part of the shipping costs despite acknowledging it was their error over and over again. (Note this is inconsistent with what their website says). And now they are saying they will only refund the shipping costs as store credit! This is after weeks of emails going back and forth, being lied to over and over again -- why would I ever risk another order from them? I have never come across such a terrible online experience before. At the very least the customer service does not care to help you at all, and feeds you lies to just be able to send a reply. I suspect they shipped the item to force it on me so I would pay for it and are doing everything possible so to disincentivize me to send it back. I have raised a dispute with Amex as I am not getting anywhere with them. I would absolutely advise staying away from these people.

I placed an order 43 days ago with Skinstore. The estimated delivery shown on their website was 1/27 - 2/3. The issue was processed in two shipments, and I still have not received $78 of product. I raised this issue with customer service 11 days ago, and followed up again 6 days ago. Rebecca@ Skinstore said the issue was raised with their courier service team on 2/17. Since then, the only response I have received is "the issue has been raised and once we have a response we'll be in touch". In what world does it take 11 days to contact a courier to determine the shipping status and provide a customer update? Completely unacceptable. I have raised this dispute in PayPal. Despite overwhelmingly terrible reviews, I have hope that this company still wants their customers to be satisfied and will take this opportunity to work out this dispute amicably. Without a prompt refund this dispute will be escalated to a formal claim.

I returned an order I placed on SkinStore. The return was tracked via USPS and delivery was confirmed so I expected that my return credit would follow. Weeks later when I checked, I realized I never received the credit. I contacted SkinStore, which said that there was no record of this being returned. Several email exchanges later, they maintained that they had no record of the return so couldn't help. Absolutely terrible experience. Will NEVER order from this company again, especially given the number of other great skin care companies out there with good products and professional customer service. Save yourself the trouble and look elsewhere!

ORDER *******
I ordered a product on November 27th and I still do not receive the item. After a dozen of calls to complain I was told they did not have the product in their warehouse and were awaiting to get it, which is a real lack of decency because when I made the purchase it was posted as AVAILABLE. On Dec. 9 after another dozen of calls they informed it was shipped to me BUT today Dec. 22 I still do not receive it. Every time I call I get only apoligies from the customer service that do not help and no one is able to say me any date.
I have gone through a nightmare with this company, they already charged in my credit card and the reason I am writing this review it to make customers aware that if they chose this company, they will have a terrible experience. This is NOT the kind of business that I am used to receive from any company in today's market, this is totally unnaceptable.

Order *******. I have ordered from this company before and they are fine, until you have a problem. Was doing some last minute Christmas Shopping, used 2 day free shipping code. At checkout there was no place for free 2day shipping so I checked free shipping, my receipt said I was getting the free 2 day shipping as well as my confirmation email. Imagine my surprise when I get a email that my order will arrive 3days after Christmas. 11days after my order. Customer service could care less and offered no solution. Even though they sent me a email and my checkout page said free 2 day shipping they said it was my fault. Customer Service is a oxymoron for this company. They way you tell a good company is how the handle the problems. W

My first email to their "customer service" was on the 5th November...
We are now on the 12th of December (!) and I've still had no further movement on my refund...
I've also not heard back again since the 6th December - I'm clearly very unimportant to them - I've never ever had such a problem with a company before trying to receive a refund!
After contacting them to explain the products had actually left my skin almost red raw and badly peeled around my mouth (horrid I know) all I got was "send us a photo"...
After telling them I would never send a photo of my face, especially on a website, and that I stopped using the products straight away (therefore all products are literally full - which I explained to them on 5 occasions) I've repeatedly asked for my refund... now I'm being told "On this occasion we are unable to refund you"...
It's a disgrace after I purchased over £ 100.00 of Dr Dennis Gross products which left my skin sore and terribly dry!
This has gone on for over a month now (which is even more disgusting from a supposed customer service team")... and actually, if they had taken better care of me at the beginning, I most likely would have used the money to buy another brand... but since the way they have dragged me through weeks of emailing, I will NEVER buy ANYTHING from this company. They have no legal stand to withhold my request. STAY AWAY FROM THIS COMPANY!

Buyer beware - Skinstore is now under new ownership. They will not let you cancel items even when they have not been shipped. Then will only refund 15% of your item value if you send the item back to them (in England no less). Oh and the return shipping? You have to pay for it. They will quote all sorts of terms and policies that are not on their website but when you quote their own policies that are in their e-mails and on their website, they just say "I can't do anything about it."

STAY AWAY FROM THIS BUSINESS. THEY ARE UNETHICAL CROOKS.

Skinstore used to be good but as I have learned, it recently changed hands and the quality has decreased quite severely. Their website now has advertisements for promotions that are not synced with their system leading to confusing purchases. I purchase a gift with order promotion that they did not honor even though I met the requirements. I tried to cancel the order before it was shipped and the system did not register it. Their customer service would not help me cancel either eventhough the items were not shipped. Now they are saying I need to PAY to send it back to them (an order that has not even been dispatched to me), and that they would only credit me with 15% off my full order. This company's shady business practice needs to be shared so others do not experience it.

Have ordered from SkinStore for years, but no longer. The new owners have taken a fine company and put it on a fast downward spiral

1) packing slips are not included with an order.

2) the product is not packed with adequate shipping material. A giant paper was is not proper shipping material.

3) free product samples are no longer enclosed.

The myriad of negative reviews tell me my decision to take my business elsewhere is a wise one. Goodbye SkinStore. You were great.

W've used the Skinstore religiously in the past for all of our skin care products. It appears the company has been recently purchased by an over seas company. I know this only because of service problems that recently began and speaking to people who appear to be from Great Britain or Australia (?). Their customer service is horrible! Had to finally resort to working through VISA to return my payment. Unbelievable how a change in ownership could screw a company up so badly!

Like many others, I have ordered from Skinstore.com for years. Do not order from the new owners. The new owners in the UK are a problem. Packing slips are no longer included with your package. You have no idea if you have 1 box or 2. When things are 'missing from your order', they give you the 3rd degree. If you are lucky, you will get an email with a web-link to a pdf form which you must complete by hand and upload to their site. You only get the form AFTER you answer all their questions... which takes a long time. During all of this, they have your credit card money! The want to ensure the shippers did not open the box and take the product. So after you convince them the box was not opened (personally after 2 situations, I believe the shipping department must be keeping products.) Then the purchaser must prove the shipper did not open it and they communicate with the shipper. I had to contact skinstore to find out what was going on... and oh... they forgot to get back with me 3 weeks later. The 2nd time, none of my order arrived, only free products I did not care about receiving. I wanted the product. They would look into it. I asked for a refund. They said they would look into it. I recommend finding another place to order product, the new skinstore.com is not worth the hassle.

Like many others, I learned today that Skinstore.com sadly has changed hands and is owned by a UK company. Apparently they no longer accept returns and there is no written policy on this new policy whatsoever. I've shopped at Skinstore.com for over 10 years, and the Customer Service was top notch. Not anymore. Emails that I have sent go unanswered and I get failed return receipts. I will no longer be purchasing from Skinstore.com and have filed a complaint with my credit card company. STAY AWAY FROM THIS SITE. I'm not sure it's actually owned by honest people anymore.

Does not stand behind the products it sells
I have been a customer of Skin Store for many, many years. However, it seems to have been bought out by a company in the UK. I never had a problem before with Skin Store standing behind their products or its customer service. But since the new management, they do not accept returns (which is NOT clearly stated or easily found on the website) and after trying to contact by phone for days during stated business hours (getting a message telling me to call back) I finally got to speak with a customer service rep who did not resolve the problem. I had to file a complaint with VISA to try to resolve the issue. DO NOT PURCHASE ANYTHING FROM THIS COMPANY!

Yes, I am the eternal optimist. I decided to give Skinstore.com one more try. Mistake! They are once again offering a deceptive "22% discount on your order." I guess they assume people cannot do simple math. What they fail to tell you is that the discount does NOT apply to your entire order, only select products. That is deceptive advertising. For goodness sake Skinstore, just tell the truth! Is it really that hard. I didn't get far enough to see if there's a problem with shipping. I just canceled out when I realized they were being deceptive AGAIN. Unbelievable. How did this company go so bad, so fast. They used to be good. Not anymore. :(

I have purchased from Skinstore for years and have always been happy with my experience. Recently, Skinstore changed hands and I warn ALL to stay away. The website is extremely poor; the list of my favorite products was eliminated and reordering is now tedious. It takes much longer to receive products ordered from the new Skinstore. Ordered products are canceled days later- you think a product is on its way... but its not. Last week I received 1 shipping box with only 1 of 4 purchased products and I can't seem to get any help from Skinstore in obtaining the 3 missing products for which I paid. The missing 3 products weren't canceled, Skinstore just didn't pack them in the box- like I wouldn't notice? What kind of retailer only ships 1 out of 4 products? A bad one- stay away from the NEW Skinstore. Oh, yeah, no packing slip enclosed so I had to log into my account to check what was "allegedly" shipped. Customer service is rock bottom and guaranteed to frustrate- when I am able to reach someone. Phones are closed on the weekend! One must use their buggy "messaging" system and wait 24-48 hours for a response. Responses must be written by a robot because I am asked for the information I already provided- further delaying resolution. So, I log into the buggy messaging system and provide the same information, yet again, and must wait 2 days again for a response. Chat is useless, I was promised a response within 48 hours after the warehouse checked its records and, surprise, no response after 48 hours. If I don't receive proper resolution within the next few days I will contact my credit card issuer and proceed with a chargeback for the items I never received. I can see from the other reviews that other customers are just as disappointed as I am. Skinstore will be out of business soon or perhaps purchased by a company that can restore the Skinstore to its former glory. If there is a product I wish to purchase and I can only find it on Skinstore- forget it, I won't buy it. I'm done.