SkinStoreReviews 340

I ordered several products in two orders. The first order cancelled the Aesop Exfoliating Duet since it was out of stock. I saw that they were still offering it online so I placed another order with other items and 2 of the Aesop Exfoliating Duet. They shipped out ONE of them but not the other and they charged me for both. They do not package the items well and just throw it into the box. When my package arrived, two items were had leaked and were damaged. I messaged them through their app and the messages were extremely convoluted. One agent stated they they did not ship the second Aesop Exfoliating Duet yet and that's why I only received one. The next representative stated that I only ordered one. The next representative stated that it was cancelled it and then another stated that I had ordered one. My frustrations with this company was that if they just LOOKED at the order receipt, they would see that I had ordered two and if they looked at the credit card charges which they had me send them, I was charged for TWO. After several messages and no refund even though the representatives stated that they would refund the damaged products, I had to ask my credit card company for a charge back. Luckily I took pictures of all the correspondance to send to my credit card company. They day after I asked for a charge back, they INTENTIONALLY DELETED my account. This was likely done in the hopes that I did not have the evidence of the correspondance between the customer representatives admitting that they did not send the order. In the final message they sent to me before they deleted my account, they incorrectly stated that I had ordered ONE of the item. Luckily I have photos of my receipt where I ordered two of the items, the photographs of our correspondence and a photograph indicating that they deleted my account. This egregious behavior deserves a lawsuit. I have never had such a terrible and dishonest experience with a company in my entire life.

I ordered two items for Christmas in late November and received a shipment about a week later. Unfortunately the box did not contain what I ordered and instead had three items from the Dr. Dennis Gross line (?). I contacted customer service on 12/6. It's currently 1/28 and no response. I ended up giving away what was sent which seems just as well given how many people never receive refunds. Extra star because the items I got were likely more valuable than what I paid.

I regularly buy a particular brand of pricey shampoo and conditioner. I decided this time to try to save a few dollars by ordering it from the SkinStore. Bad move. My purchase arrived late (although they insisted it was delivered by DHL 4 days before I received it) poorly packaged, with unwrapped and unsealed product inside that emptied entirely into the box! It was all a sticky mess that I wanted to return. Three weeks later I am still trying to get a resolution from the SkinStore, but I have yet to receive a replacement or a refund. Don't take your chances!

It took two weeks for my order to ship. They blamed FedEx, but the tracking said otherwise. I attempted to cancel my order, which magically made it ship. When I returned my order, it "never made it back to the warehouse". My order was over $200. According to multiple reviews on several sites, this is not an isolated event. Do your research and learn from my expensive mistake. I would never give them my money again.

What a terrible Customer Experience! I placed an order for product totaling $56.20 with The SkinStore. A day later I received notice the order had been shipped to an address that I had not lived for over 3 years. Their system pulled a shipping address from an order I had placed with the company 5 years prior, in 2015. I immediately contacted their online only customer service. They tried to tell me that I had entered that address into their system – why would I enter a shipping address of 5 years old? They insisted it was my error and not an error of theirs. An effective way to make their customers feel valued? They offered only 2 choices; contact the owner of the address to intercept shipment (really?) or wait until the order is returned to their company (which won't happen because they don't offer return to sender as an option for customers). Only when the item is returned to the company would I receive a full refund (despite me saying I wanted the products delivered, not a refund). That was the extent of their ‘service.' I did contact the owner of the old address who agreed to intercept the package for me; but the effort was all for naught. Despite countless efforts to contact the local post office to collect my package, I received notice "Your item could not be delivered to the intended recipient or returned to sender. It has been disposed of by USPS." And as a further act of "customer service" I received a refund for $1 Insulting and disappointing. Be advised when doing business with this company – they don't value their customers!

I ordered Caudalie mask OVER 2 MONTHS AGO! I have not received the item *******@skinstore nor have they issued me a refund! THIEVES! AND THE CUSTOMER SERVICES IS NON EXISTENT! I EMAILED THEM ON SEVERAL OCCASIONS AND CANNOT GET A RESPONSE. DON'T SHOP WITH THEM

Please do not be fooled by this company, I have purchased over two hundred dollars worth of product. What I received was defective and caused pain. I was told to return the product with insurance and they would refund my purchase along with postage. I insured it through the post office because I retired from them after 35 years, so I know what I am doing.The GEO tracking says it was delivered, shows my parcel. Date and time it was delivered. They claim they never got it. Thank goodness we are all not that stupid. They will never refund you, they lie all the time, and so many times you try and contact them sorry, no phone number, no email only a chat line through your account will they answer your questions and its always down, there never there. Pay a little more and make sure they have good customer service!

Put an order in In NOVEMBER. THEY Waited 2 days before Christmas to cancel the order. Totally ruined Christmas for my wife. Won't even try to fix the issue. AWFUL HORRIBLE STORE!

Whatever you do, DO NOT ORDER FROM THIS SITE!
The site looks nice, but what you will experience will look seem a scam. I placed an order on Nov 24th, it was supposed to be delivered Nov 30th, and as of now the order cannot be located in their internal team. The customer service is not existent. They respond once in 3-5 days! And there is no phone number. There should be a disclaimer on the website saying that the delivery is not guaranteed and that it will take at least 25+ days for your order to be delivered.

This company must be run by some people out of their garage or something, why would they charge my credit card for a product they knew was sold out! Thats just suspicious to me. Then when i asked i was charged to begin with they gave a so much attitude it was like a parent was trying to scold me for calling them out. They literally told me and i quote " please don't go away mad, just go away. " I work in business, and NEVER have i heard of a business talking to a customer like that. Unprofessional is an understatement. Contacting my credit card company as we speak to cancel my payment and make sure i get my money back.

Order was promised to ship in 24 hours. 1 month later and still have received. Tried to call them. Phone number no longer in service. Went to Facebook messenger, never received a response. Messages them through their site, was promised a response in 24 hours. 3 days later, never came. Got an email my order was shipped with FEDex tracking. But package was never actually shipped. The label was just oddly made. Had to file a credit card dispute, which is not worth the pain when you can order from other reputable companies with the same product.

I ordered a few items 6 months ago now. I recieved one item and the other two have not arrived still! I have done a live chat twice both people saying I would get my items in a week. That was 4 months ago. I was then unable to use the live chat and could only message them - which they took a long time to respond to. I asked for a refund and they said they would in 3-5 buisness days. Now 2 almost 3 weeks later and another message about wanting a refund and yet another confirmation I have still not received the refund they agreed to give. The worst customer service ever!

I made a £78 worth order more than a half year ago and I didn't receive it yet.
I communicated with the Customer Service Team during all this time, but a week ago all our communication history linked to my lost order disappeared. The mysterious disappearance happened after I wrote that I'd like to get in touch with SkinStore customer service manager and that some time ago I was advised by member of SkinStore service team to wait while my missed order will be returned to SkinStore warehouse - then I could get my refund.
For now, I just want to get a refund for the products that were not been supplied to me.

Ordered a shipment on 10/12/20 and they used Lazership to ship it. Lazership just left the package on the front door, never rang bell or knock on door. Package was stolen. Contacted their CS dept to notify them of this and told them I had a package from NewEgg delivered by UPS the day before and they rang the door bell. We went back and forth and finally on 11/3/20, they told me they are not responsible. Piss poor handling. Will never order again.