Dermstore

Dermstore does not do refunds even though Dermstore claim to. I tried to get a refund for 4 months and they never issued one even though I requested a refund within 3 days of receiving the products and I returned my items (one completely unopened) within the timeframe. They are very hard to get a hold of and do not provider good customer service.

I am a former Dermstore customer and like others, I will no longer purchase from them. When I try to bring up issues to their customer service staff, Dermstore are defensive.
I experienced the following on 3 different occasions:
- my packaged accidentally got shipped to Guam and took 8 weeks to reach me
- an expensive serum ($166 in a glass bottle) was packaged in a box without any padding and without any tape on the outside, so it arrived partially ripped open from the product banging around on the inside and the box was falling open on the bottom. Stopped ordering that product from them after that one.
- an order with multiple items shipped, but one item took 4 weeks to arrive. After 3 emails saying it was on the way, I called customer service and they said it was in stock, they just "forgot to send it". They were polite in the interaction, but after many issues, along with a 'survey' of our customer service where the response was quite defensive from them about the issues I've had, I decided that it wasn't worth the trouble and I didn't trust them.

2/7 of my items are processing with no delivery in sight. 2/7 of my items have arrived in two different shipments and boxes, 3/7 of my items just say shipped with no other information. Save your time and energy and go with Sephora.

It's been 18 days since my purchase on their website, there is still no news about a shipment, nothing is moving, Dermstore keep giving me dates and asking me to keep waiting. THIS COMPANY IS IN THE DARK AGES WHEN IT COMES TO SERVICE AND DELIVERY. So disappointed, what a waste of time, nerves, and money.

I placed an order with Dermstore and received a shipping notice with a UPS # on it the next day. The UPS tracking progress indicated the shipping label was created 12/27/21. It has not moved out of their warehouse (never given to UPS). Five business days later it still just shows label created ready for pickup with the same date of 12/27. Despite numerous calls and chats, there is always some double talk and run around and no promised call back from customer relations. WELL, it has obviously not moved out of their warehouse and Dermstore should either refund or replace an obvious mess on their end. I will never order from their again and caution anyone who does... good luck if you get it shipped to you and with the right products enclosed.

I spent over $350.00 on skin care products
With them. I ordered at the beginning of the month. It has a tracking number that's hasn't moved since July 11th. When I called Dermstore said I have to wait 14 days. I have also never heard of new logistics but supposedly my package is there. I feel like they assign a tracking number to your shipment so they can charge you but don't have the products available to ship. I will order directly from the manufacturer next time. I have never had a shipment take this long. Still awaiting my order! Update: I received my order and it arrived with some extra free products. I am happy now! But just beware the shipping time can take a long time! Ordered July 6th received on Saturday August 1st.

Purchased a 500.00 facial massager. Returned it immediately unopened bc i found it cheaper elsewhere and had to send dozens of emails over a month to get my money back. No reason, Dermstore just don't want to refund you.

This business is irresponsible. I ordered two items got a confirmation number was waiting for the order but it never arrived. Checked with their customer service who couldn't care less and was told that it did not get shipped because the items were in back order and nobody cared to notify me. The next day I checked and the whole order was canceled, again nobody notified. Awful service!

Spoke to several employees this year to investigate a charge dated November 29,2020 for $149.00. Was told no record on file for charge & I sent copy of the charge to my Visa CC. The answer always is " I will send concern to have someone look into this" and I never hear back. I did not receive points into my account either. Poorly managed business that will eventually suffer as customer service unacceptable.

The negative reviews kind of scared me at first, but I had a totally professional and great experience. Dermstore has a huge selection, fast and free shipping and my order showed up with samples and free lip gloss. Pretty awesome IMHO.

Recieved 2 free samples. Just arrived this afternoon so haven't had chance to try all Dermstore sent. Will find out soon enough... shipped day after I ordered and that was late evening. So far, so good.

Definitely many steps above other like priced sites for beauty online purchases. The articles are helpful for finding, and even avoiding, products in self-customizable way using dermatologists' insight from the articles and product descriptions.

I used to get 2-day free delivery. Then that slowed down. Last time, I ordered in late November, and package still hasn't arrived, and it's December 7. I called and after being on hold for over ten minutes, got a representative. She gave me a tracking number and said it wouldn't be here until December 12.

Still, products are always of good quality and condition, and seem totally authentic.

Another problem, though, is that I've returned a few items, though not recently. I had to call and get an RMA number. Then, I had a return that was mysteriously "lost." After that I got package tracking from USPS. Two orders were "lost" again but miraculously found when I gave them the tracking number and proof of their receipt by USPS.

So now, I only order products I know I want need to return. And with this recent shipping delay, I probably won't order from them again.

I placed an order on 12/3/10 and other than receiving a confirmation of my order, haven't received any info on the status - expected ship date? Expected arrival date? I tried calling the 1-800 # and all I got was "goodbye". I tried emailing the customer service address listed in my confirmation email, it was returned undeliverable. Are these people for real?

I do the majority of my shopping online. This by far is the worst site I have ever used. I ordered a product and it was unsatisfactory. I sent it back and I had to call them a couple of times to get my refund and that was almost 4 weeks later. Dermstore only give a full refund if you use it as a credit. If you want it back as money they deduct shipping charges. Now I'm trying to order a product to use my credit and I can't get the site to work. It won't load and I have tried 3 computers. When I called to tell someone they said I had to send an email to tell them the problem. What how can I send them an email if I can't get to their site. Ridiculously horrible service! Don't fall for their sales gimmicks you pay for it in the end.

I bought a gift set for my sister it was supposed to be here in time for her birthday I only got partial of my order. When I called Dermstore said they forgot to put my Harry josh straightener in there. So I had no gift for my sisters birthday. Never doing business with them again. Beware!

Do not use this website for beauty purchases. Listen to the reviews that tell you Dermstore are scam artists. They shipped an expensive order and charged my credit card 10 hours after I cancelled the order and then told me I could request a return authorization after I received the package, obtain a label that would require that I pay for return shipping, and after they received the return, they would credit me for the purchase. Never again. Slimy sales maneuver based on the probability that I woill not return and they will make the sale.
Do not use them! Shop elsewhere. I wish I would have listened to the other reviews

I think majority of these reviews are fradulent. I've been ordering from Dermstore for a few years now, and I've only had issues with only two orders in the past. One order was said to be delivered, but i never received it, and Dermstore issued a credit back to my account and sent a small free gift in return. It did have to send a few emails for a response, but it was ultimately resolved. All products I've received were in perfect condition, no broken seal or used or expired products as other reviews stated. And for shipping, I usually choose the free shipping option, and almost always receive them within 48 hours (business days).

Dermstore just allowed me to purchase a lip gloss that only notified me when they sent me my order confirmation that it was OUT OF STOCK! On top of that it said 1-2 weeks when I paid for 2 day shipping, NEVER EVER AGAIN, bunch of scam artists. I will be filing legal complaint should this not get rectified in a timely manner.

I ordered the pur mineral 4 in1 pressed powder foundation in golden medium from this website because the product was slightly cheaper and the shipping was free. I received the product on time, but I noticed it was slightly different from the original pur mineral foundation in golden medium which I ALWAYS get. The texture is completely different and cheap and as I used the foundation it turned my face an orange color. I am very pissed.

Ordered NuGene eye serum two days ago, just received today as promised with their free two-day shipping HOWEVER Dermstore SENT ME A PRODUCT THAT EXPIRED 4 MONTHS AGO!
I expect them to send me a fresh product that will NOT expire for AT THE VERY LEAST 6 MONTHS without returning this one unless they pay for shipping (it's trash anyway). I should have known the price was too good to be true but nowhere did it not that product would be expired OR like other sites that noted the actual expiration date and was the same price!

I have placed 15 orders through their website in less than a year, now this is the third order that is undeliverable due to my apartment number being missing from the order. Like all online shopping you create your profile including your address and then log into your account to place orders. Most of the time the orders are going through with the correct address, but due to a problem with their system the apt number is falling off. The first two orders I had no problem being reshipped, the rep resent them the day I called. Now I called for the third time, and last time because I'll never use this company again, they're telling me the can't ship it out until Dermstore have it back, well if they can clearly see that it wasn't delivered that is ridiculous. They don't wait until I've received it to take my money, why do I have to wait till they've received it to get my money back.

This is the worst website I have ever bought something from. 1. Dermstore lied. After I made my purchase I received an email saying the product was out of stock. Then I looked on there website and it wasn't. 2. They took my money. I payed extra for upgraded shipping and a week later and I never got my product. The shipping wasn't refunded. I called customer service and it was very unhelpful. It's been a while and I've never gotten my serum. Never trust this website with your money.

I bought a Micellar Water, and the bottle arrived empty, the customer service is terrible, Dermstore said, they´re going to send another one and,... The bottle of micellar water arrived three weeks before.

I bought two things the other one arrived in good condition.

I placed an order with Dermstore in November- plenty of time to receive it before Xmas or so I thought, as some items were for Xmas gifts. Dermstore confirmed receipt of my order, charged my credit card, then nothing. I wait and I wait. Finally after coming back from an extended Xmas holiday, I chase them up - "where is my order? You got my money".
Their response: "Oh we canceled your order and didn't ship it, because we're not doing that service anymore."
Well we're you ever going to tell me? What about my refund?...
If I'd not chased up the order then what? You'd just sit on my money thanks very much, in exchange for - oh that's right - nothing!
Dear reader do not use this company. They have no integrity let alone any customer ethos. Where I come from, if you take a customer's order and money and don't deliver the goods, that's stealing.

I ordered a shampoo last month and paid extra for two day shipping. After five days, I give them a call because I paid extra for two day shipping. The woman I spoke to said it takes two days to process in addition to two days to ship, so basically if you pay for two day shipping it will get there in four days or in my case five. I got a refund for the two day shipping, but trying to get that refund was like pulling teeth. I used to order from dermstore all the time, but after this experience I will not.

I have ordered from Dermstore several times and Dermstore are ALWAYS late. I pay for express shipping! So unethical. Seeing other reviews I realize I am not alone. There are better ways to shop for skincare and I will NEVER order from them again. Lost a big spending customer

I am very concerned that I was sent counterfeit product. I ordered SKII Essence. I needed it in a hurry and Dermstore offered over night shipping for $30.00. It arrived but the product box did not have cellophane wrap, the bottle looked to be old, and the product is NOT the quality I am used to. This stuff is costly and I am NOT happy.

Good luck people. I won't use again.

3 weeks and I still don't receive my order!. Their customer support is a joke. Dermstore will take your money. Please avoid at all cause. Other reviews here are fake. Paid by the store.

I placed an order on April 24, and as of May 2 the item I ordered has yet to be delivered to the U.S. Post Office for actual shipment. This is the longest I've waited for an item in decades. This was the first, and last, order I'll ever place with this company. I inquired about the item in an email to customer service. My message was never acknowledged or answered.