Dermstore

The products are fine but if you find yourself in a situation where you want a refund, you're out of luck. On top of that, I ordered some mascara three months ago and out of the blue Dermstore send me an email that they had processed my order for mascara, that I had not placed. I was lied to on the phone and told it had shipped and there was nothing I could do but wait until I received it and return it. Seven days later, the charges was still "processing" so I could not dispute it with my bank. I called Dermstore back and was told the shipment had been canceled the day I called (7 days ago) but they were still holding on to my money. They could not say when they would release the hold. I will never purchase from them again. They could release the hold if they wanted to, but they make a lot of money doing this to people. The interest adds up.

After creating me problems with a return which I had to involve my bank with, Dermstore flagged me from shopping with them. They cancelled my order ( a different one) without telling me and for few days they held the money of the order that they cancelled.
No company ever treated a valid customer like they do.
BUYERS STAY AWAY!

Customer service does not respond to questions nor does it deliver on its customer service promises that Dermstore make. They offer a program called Dermstore Rewards and nowhere on the site or from customer chats can they tell you how to use the dollars you have redemmed. Very disappointed in this site... am thinking about stopping using it.

I have ordered from dermstore the last time. Too frequently I receive inaccurate orders with the completely wrong items shipped. And, attempting to resolve bad shipments is a pain since when you call customer service you have to wait on the phone for a long time just to resolve these issues. Shop elsewhere, its a waste of your time to shop on this site.

After spending a lot of money with this company for many years, I have finally had it. Dermstore ship counterfeit products (damaged packaging, broken seals, rancid product) and now that they have closed their LA office the customer service is TERRIBLE.

Recently, I ordered an expensive product that hasn't arrived ten days after shipping. The tracking code says the product is still "in transit" with no ETA. I reached out to Dermstore but they basically said it's my problem. I have contacted my credit card company for a dispute claim.

Really bad attitude at this company. Guess they don't need loyal customers... or any customers?

Dermstore ignored my first subscription cancellation and I received no acknowledgement of the cancellation which was suspicious. I decided to trust the process until I still received my next beauty box. I emailed them telling them what happened and went back into my account to make sure I cancelled properly which I did AND I deleted my payment card. Just received another notif from my bank that they took money out yesterday and Im recieving yet another beauty box. Let me clarify: I HAVE NO BANK CARD ON FILE AS I REMOVED IT AND THEY STILL WERE ABLE TO ACCESS MY CARD AND CHARGED IT. Customer service was rude and yelled back. They initially offered a refund but when I told them I removed my card to stop them charging it they said they couldn't place the refund. So, I asked how they were able to charge me only yesterday morning if they could not access my card? Now they say they successfully processed my refund. This coming from an untrustworthy company. Ha Despicable company.

I have used Dermstore for a at least 5 years but my recent experience has been so terrible I will not continue to order from them. I ordered on Thanksgiving and 2 days after. After 14 days I started to receive pieces of my orders. I say prices because so far I have received 4 boxes. 2 with missing products and the products that were included were either damaged or incorrect all together. I still don't even have half of the items I ordered and I have no insight into when Dermstore will arrive. Customer service admitted this happens often and while the person I dealt with was very nice and helpful she can't help the egregious order fulfillment issues.

This is absolutely the worst online company I have ever dealt with. I order from them a week (7 business days) ago, the product still hasn't even been pulled, yet unable to cancel because a label was created for a product that is still sitting on the shelves. Absolutely would not recommend this company.

Beware of this merchant. Dermstore take your money and stall on delivery. Lost me first package. Made me wait extended time before they reshipped. Then promised me 2 day shipping for the inconvenience, that was a week ago. This business sucks!

Very happy with the terms and delivery system of this store! The products are well packed and smoothly delivered.

Dermstore took my money for a product that was no longer in stock. Then would send these vague emails with ZERO information about how my order was "delayed." I had to use the live chat to get anyone to communicate with me and the first person told me that my order had "just left the warehouse so it couldn't be refunded but I'd get a shipping notification within 24 hrs." Days later I used the live chat again and they told me it was out of stock. So they just blatantly lied about the refund. In order to process a refund they'd need to "arise the refund request to their customer relations dept. Within 3-5 days someone would contact me to process the refund which would then take another 3-5 days to process." Sounds like another lie to me. The agent on Live Chat said there was no other way to contact customer service. Absolutely horrible experience and will advice everyone I know never to use this company.

This used to be a legitimate online company but it seems Dermstore changed hands recently. I ordered a serum and an eyeshadow and after Black Friday discount it was about $150. They used a shipper I've never heard of called "Lasership" and their tracking info claims it was "Left at the front door" on 12/4/21. The problem with this is my mailing address is my post office box and my local post office has never heard of Lasership. You mean to tell me your sh*t shipper left my box at the front door of the post office? Because the post office will not deliver such a package to anyone and would likely call a bomb squad to remove it because NO ONE could possibly be so stupid. I called dermstore and not only did I wait on hold for over an hour being the only person on the queue according to their system, but NO ONE ever answered the phone. I contacted by app and they sent me an email telling me to check the address and look for the package. The email address returned my email because they block you from responding. So I had to call my credit card company to get my money back. Don't ever use this company anymore because they were clearly purchased by someone who has no intention of filling orders and will just keep stealing people's money until the attorney general shuts them down.

I was sent the wrong product. I have called no less than 10 times. I enter my order number I wait on hold and then I get a message that says the Google subscriber I'm calling cannot be reached. I tried a different extension and was able to leave a message twice with no return phone call. I have tried calling at different times as well. I understand product mistakes happen but at this point it's definitely very frustrating but I can't receive any help to correct the issue.

The person on the phone literally yelled at me when I do not understand why I need to pay for shipping fee when I need to return EXPIRED products Dermstore sent to me. WTH!

I just called customer service, I dont even know how many days i will need to wait Dermstore ship out the correct item no offense, I will not recommend this website to my friends, cause they will not solve the mistakes they made, just let you keep waiting long time, and I dont know will they ship correct item or wrong item again

I have had a terrible experience with Dermstore. I cancelled a subscription for an item in in October and then was charged again in December (a higher price mind you) and I had to cancel that subscription. I have documentation that I canceled two subscriptions for the same item. When I called customer service (three times as phone line constantly was cutting off -not due to my part) to return the item, the representative wanted me to return the item and if I was charged shipping, Dermstore would pay me back. I asked why they couldn't just send me a prepaid label in which I got no answer. I plan to take my business elsewhere.

I ordered my product of $236,64 since December 10th 2021 and I never received, I sent several messages in the customer service page and several callings with exhaustive long waiting, I canceled the order and I requested my refund, I was awaiting two weeks and never appeared back in my account. I disputed the transaction in my financial institution and I'm hoping this way the Dermstore complete the refund. After that, the Dermstore surprisingly deleted my account … of course I have register of everything that happened. The facts shows the lack of honesty and care with the customer, the customer service is awful. Definetly I NEVER gonna buy nothing from this web site. Be careful!

Placed order three weeks ago, Dermstore immediately said it was shipped and billed my credit card. Numerous requests all end with they're "so sorry and are looking into it and will get back in 24-48 hours". I have requested them to cancel the order and post a credit with no action. I will file a dispute with my credit card company indicating that I believe they have turned into a scam site. Having been in the credit card business in a prior life I'm sure it will set off some alarms as they don't want to get left holding the bag.

AVOID THESE GUYS AT ALL COSTS!

Deplorable! Ordered while in stock. Took my money. Now not in stock. No ETA on expectation of delivery. Keeping my money though!

Even customer service suggested cancellation.

Your new message from our Customer Care Team:

Hello Richard,

Thank you for getting in touch about order 367624483.

I am sorry that this has not been dispatched as yet.

Please advise if you would like to wait for the stock to be allocated or would you like this canceled?

If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

I appreciate your patience.

Have a lovely day.

Kind regards,

Simone

Dermstore Customer Service Team

DO NOT ORDER. EXPECT NOTHING IN RETURN

ABSOLUTELY AWFUL LIKE ZERO CUSTOMER SERVICE. YOU WILL CALL THEM AND Dermstore HANG UP ON YOU AND/OR ANSWER AND HANG UP. When you place an order & pay for two day shipping they take your money and they dont send via two day they take teh $$ and send out a week if not longer. THEN when you receive the product it is all busted up and opened already! Used producy for top dollar>? NO THANK YOU
GO to SEPHORA OR ULTA OR NORDSTROM RACK OR TJMAXX... DONT WASTE YOUR TIME & MONEY

Dermstore are a bunch of liars and their customer service reps are so rude. I ordered 350$ worth of products on 11/28, as per their website it was delivered to me on morning of 12/05/2019 but i received nothing. Called them twice explaining my situation and cust. Service rep. Kept saying to wait for 24-48 hours. Eventually they hung up on me so I put it in dispute with my credit card company. Save yourself this trouble and avoid this company/ They lure you into buying by offering more discount than other companies.

I'm am running circles around this order that I paid express for. Could you please tell me the address of which post office my $655 order is at. I'm very unhappy with the service I've received and I want this solved with a specific answer. I ordered the products on July 1st and it got delivered (maybe) on the 17th. I had to call dermstore, which didn't recognise the order but charged me for the products and told me to contact my bank.

Hands down the most difficult and absolutely without a doubt the worst customer experience I've ever had. Will take my business elsewhere from now on.

Shady
Don't order from them
Don't care about their customers
I purchased $175 wort of product to get a gift worth $188 it was so unclear when I clicked on one more option which was I thought was an additional gift which was worth $37
Dermstore didn't give me my gift that was$188
I purchased from them several times before
Rude customer service
Purchase your products from manufacturer website
Total BS

I would not order from them in the future, misleading saying 3-5 days but it's actually 2 weeks for US if you look into the shipping details on the site.

Dermstore used to have better shipping but now everything takes two weeks or longer. It makes it worse because the tracking information is useless and doesn't update. Their customer service is no help and rude! Done shopping with them and will give my business elsewhere from now on. This has happened too many times for it to be considered a fluke.

I should have learned from the first purchase. This time email is no longer in service for the company. Website doesn't work on tablets. First time I called I had to leave a msg. Second time I called, the person was useless in problem solving. Tracking states it is being delivered today... in another State.
Never again.

I have been trying to get a refund for an unused item I returned in January. It's now August. I've been told multiple times that the item was refunded and to expect it to appear in my account in 3-5 days. The first Customer Service rep I spoke with today hung up on me. I've now been put on a "3-minute hold" with the second CS rep and 25 minutes later am still holding. I finally hung up and I am now holding (25 minutes) to talk to CS Rep #3. This is typical of the Customer Service. The good thing about Dermstore is the sales (thus the one star) and if a product doesn't work out for you, you can usually get a refund. The bad news is you may have to spend untold hours or months trying to actually receive it.

Dermstore charged my credit card $40.64 in September. There is no order number and Dermstore won't acknowledge their error. They have yet to resolve this after many attempts. They promise to help but never follow through. They ask for the same information over and over. I loved their products, especially Beauty Fix boxes but will not order from them again.

I ordered an 8 piece Obagi skincare set. Total cost was $469.73. One of the bottles had a defective pump. I contacted customer service and Dermstore set up a return (for that single bottle). I sent it back and they promptly sent a replacement. I used for about 3 weeks and it didn't meet my expectations. I had to return it (which was a pain to try to do from their website and I ended up having to CALL customer service to initiate the return.) SO, they said it wasn't a problem, since I was well within the 30 day refund window. WELL, I got my refund. They only refunded me $366.56! I sent an email to customer service and they said that they subtracted the cost of the replacement bottle that they had sent. SO, you mean that I pay for 8 pieces, have to exchange a defective bottle, and RETURN 8 pieces, and they charge me for the replacement? So, I'm having to pay for a bottle TWICE that was returned? I will NEVER purchase from this company again. I've also filed a claim through paypal. SHADY COMPANY.

I'm not one who normally posts negative reviews, but I will NEVER, EVER EVER order from this company again. I've had the WORST Customer Service experience from them. I've called because my first order with them was 3 weeks late and I couldn't even Track it because Dermstore use Newgistics which is another negative experience regarding order tracking, etc. I can only say that after speaking with them at least 4 times to find out when I am getting my delivery, I've only been treated nicely ONCE. The other reps who I've talked to were super rude and talked over me and made me feel like I was the one inconveniencing them. I was willing to give them another chance today after my order STILL HAS NOT ARRIVED after 25 BUSINESS DAYS, and the CS rep talked over me AGAIN and was SOOOO rude! Despite the rudeness, I remained calm and just got my refund and hung up. I wanted to remind her who the customer was and that I could have made a new order and give it another shot but after talking to her, it reminded me of how nasty these CS reps are and I did not want to give this company my money anymore. This is not about my order being late anymore, it's not about the money and time spent wasted, it's about how a customer is supposed to be treated. Because of the people who work here, I will NEVER do business with this company again. Please stay away, not worth the product discounts. The CS reps are horrible!