SkinStoreReviews 340

Never received my order. The tracking sent to me showed that the order was never shipped.
Calling their customer care was insane since their automated phone system is awful. Called twice during working hours and a recording said they were closed. Called back and a recording kept disconnecting me (3 times) when I selected to speak with customer care. Called back again and I was sent to a survey to review my customer care - I never spoke with customer care. Finally got a person on my seventh time calling and was told I needed to call back on Monday for a refund or them to resend the order because I needed to wait ten days after not receiving my product for them to help.
Call back on Monday and same drama ensues with the phone system. Finally get through to someone and I ask if I can get the order resent with rush shipping since I've been waiting and I am not leaving town. Was told a manager would not approve that. Clearly do not care about providing customer service. Was told I can request a refund which a manager will review and accept in 30 minutes. I was supposed to receive an email confirming a refund was approved. No received. Had to go through the phone system again the next day and after a hold was able to connect with customer care on the third call (sad that I consider that a win with this company). Supposedly refund was approved. TBD on if I will actually receive it.

Last Christmas I ordered a couple of olaplex sets for my hair. I didn't receive several items that totaled over $100. I reached out to them multiple times and the only reply I kept getting was that they could refund the money for the missing items minus 30%. So basically I was paying for their mistake. All I wanted was my missing items. I didn't even ask for a refund. They said they came in sets and they couldn't separate them; however, when the "sets" were sent to me, it was individual bottles-not "sets." I will never do business with them again.

I have never in my 61 years had a company sell a beauty product and then when you open it, which is the only way you can use it! They then tell you sorry no returns you opened it! Terrible customer service. Buyer beware!

They sent me the wrong shade of concealer 3 times. I wrote them each time and on the second contact, I was assured that the warehouse would double check the barcode/UPC to make sure. Wrong. I got the same incorrect product again. I wrote them asking for a refund since I now need to purchase the concealer somewhere else, and they sent me a returns form... probably needless to say, I do not plan on going out of my way to return something that's their fault. I am still waiting on their response again, but I can confidently say that I'll never order from them again.

Beware of fake products.
Google the news
Hut Group pays Fred Perry damages for selling fake jumpers

I kept asking SkinStore about the lot numbers and expiry dates of the products I intend to buy. They haven't answered, while other authorized retailers replied within less than 24 hours.

FYI, Hut Group owns both DermStore and SkinStore.
Update (4 July)
I checked my credit card statement today and noticed that there is an international charge for my order with SkinStore. What is that charge for? Other retailers charge the total amount of the products bought. There won't be any hidden charges. AVOID PURCHASING FROM SKINSTORE.

I have never received worst customer service from a company. I sent back a return, they received it and notified me they had it. After a month I had to inquire about the return and then they said my products were damaged, which they weren't. It have been another month I have still yet been able to get in contact with a manager, no one will answer a question directly, they have not refunded the money. NO information is saved so every-time I communicate I have to explain the whole situation and again no one help. Do not waste your money here. Worst customer service and cheap product.

These people are rude, do not care about customers once they have your money. Refused to correct a wrong delivery address within 5 minutes of order or cancel so I could reorder with correct delivery address.

I have been a customer of SkinStore for over 10 years and have liked the products they offer and sales. On a recent order placed in April 2022, I did not receive the package. I called and emailed the customer service department and filled out the required paperwork stating that my order was never received. After 6 weeks, they still have not replaced my lost order or have given me a credit. When I check back with customer service, the response is always the same, WE are checking with the courier. It does not take 6 weeks. SkinStore has lost a loyal customer because I am now out over $75.00 for a package that was never delivered. I also have a ring doorbell and on the day and time the package was supposedly delivered to my address, there was nothing on my ring doorbell showing there was a delivery that day. I should not be held responsible for the package being delivered to the wrong house.

Shame on me for not listening to reviews. Ordered two products, one arrived in box with wrapper removed and bottle empty. It was obvious the product was used as there was dried product at the end of the dispenser. SkinStore is either selling returned products OR employees are using products and strategically placing used items back on shelves to be shipped. In that case SkinStore needs to up their quality control game! This company is very much a scam, to the point that I am not returning the product as they make it nearly impossible to contact them regarding damaged products/returns and I've now read enough negative reviews reporting alleged credit card fraud. I'll be out $75 but I think it's wise to cut ties with this company while you can. I agree with other reviews stating they'd give a negative star review if they could.

I paid for overnight shipping and all they do for 2-3 days is create a label. Then, they missed an apartment number on my address and try and tell me it's my fault. They tell you to go hunt for your package as once it's dispatched, it's out of their control. That is a bunch of crap, as all they need to do is contact FedEx and have it corrected to your correct address. After all, it is THEIR mistake. NEVER, and repeat, NEVER; will I use SKINSTORE!

Never expect this experiences. I ordered two products two weeks ago, one of the products has been canceled last Thursday, and I realized the other one just has a new better offer (cheaper $10 dollar) this week. I talked to your agent DAN, who also didn't have a good attitude to solve the problem! I feel very unsatisfied and disappointed with these experiences, and I thought Skin store has an empathetic and professional team to handle customer problems because this was not my problem. When I request a free label, they just responded a return form without a label which ignored my application like a robot! And my inquiry just disappeared! Soooooo bad, never come back again

I ordered a micro needling device that was a total lie of how it works. Looking at the video it seemed easy. Total lie, you had to jump the thing around instead of move it over you skin. I returned the item as instructed and I have waited forever for a refund. They have the ridiculous thing where you cannot respond to emails unless you go on their website. They claimed they have not received my return even though I sent it priority mail (Yep 10.00) and they still say they haven't received it although I have the proof from USPS that it was delivered to their return center. I truly hate this company. They should be paying for my time

I purchased some skin care for birthday gifts on the 19th and checked delivery time frame says "3-5 business days if not Hawaii" which is more than sufficient for me so ordered but after a whole week nothing has shipped yet. There's no phone number to call so has to leave message and got response it takes more than 14 days which she said was normal! WTF?! The pandemic restrictions already ended. Do they ship their products from China or somewhere?!

I bought product from this website and wanted to warn others. Buy your products from a site where if it doesn't work - they accept returns.

This didn't work for my sensitive skin…caused redness and irritation - but website would not take a return. They also asked insane questions when I contacted to inquire about return process. They wanted batch number and expiration date off products…none had expiration dates by the way. They also asked for pictures of "proof" it caused my skin irritation! How insulting. Do they think people go around making that up? When my skin is irritated I don't run to take a pic…I run to wash my face. The website is literally called SKINSTORE…. They should understand that some things don't work on everyone's skin.

With so many great stores and websites that have a fair return policy - save the drama and insult and shop there instead.

Will never shop here again after I was told they consider it not working for my skin more of a preference than the fault of product!? I didn't say it was bad product - it just didn't work for me.

Genuinely shocked that a skin website seems to have no knowledge that not all skin is the same. They should have ALL SALES FINAL as that is truly what they are doing but are hiding behind the contact us to return wording.

I wish I can give them negative star! I have been communicating with them for more than a month for a missing item in my order placed in Jan 2022. They told me twice that their customer relationship team will contact me to help however it turns out to be a lie. Then they said I can get a replacement after I return the wrong item and I did as they instructed. Guess what, there is no update for my request and after I contacted them they said it's out of stock and I have to wait. After weeks of waiting the only solution is a refund and they never proactively provide any help to solve the problem caused by them.

I ordered a specific product from 'Pixi' glycolic acid 15 % pads. They sent me 5% pads which I dont think even exist in the US (if what they sent was even real/legitimate) They have made me go through a million steps with emails back and forth-WHAT COMPANY MAKES YOU SEND A PICTURE OF WHAT YOU ORDERED? They should know by my order #! I will NEVER order from here again and have filed a complaint withPaypal.