Dermstore

I spent over $260 on products. I had ordered an expensive shampoo and when it arrived the top had opened and spilled inside the box. I asked to replace the shampoo. I called and messaged. They have to have an investigation, it's not brain surgery. Either send me another bottle or refund me. Asked to send a label I will send the bottle back. Still nothing. I spend a lot of money on beauty supplies, never will I order from them.

Horrible Horrible experience. I order 3 Obaji medical items. All 3 showed up with the individual boxes being unsealed and obviously had been opened before. I contacted Dermstore and asked for a return label. I sent the required pictures of the products. I was told to just throw items away and I would receive a full refund. When I did not get the refund, I was told to send pictures of the items which was impossible because I threw them away as instructed. Now they deny a refund because I cannot produce pictures. This is a fraudulent vendor that sells returned items.I lost of $200

Ordered 2 products, a day version and a night version. The pump on the night version bottle didn't work at all. You have to sign in on their website and go through the customer service contact center for all communication each time. I sent photos and description of issue 2x and they finally agreed to send a new bottle. It was the wrong product; they sent the day version. Sent two inquiries after that and they want me to pay to ship it back before they'll send me the correct product. Yesterday's communication, the customer service agent said to send back the bottle at my expense, and she'll refund the postage. I asked to issue a return authorization, and she said they're unable to do that. Once they receive the incorrect bottle back, they'll send the correct product and issue a refund. I don't trust that this will happen and have finally given up on working this out with them. Instead of doing the right thing and sending the correct item and have me return the incorrect item in the same packaging with a return label, I'm the one that has to pay to ship it back and hope that they send the correct item and refund my money. This is not how a company should resolve their own mistake with a customer. I won't buy anything from them again! I also asked to speak with management which they said would take 3-5 days, I never heard from anyone.

I have been a very good customer to dermstore. When they sent me the wrong product for $39 I asked to return it. Instead we now have a full week of messages back and forth turning a simple return into a research project. Never did they contact me through email. Instead I had to log into my account multiple times to experience the worst customer service I have experienced for high end cosmetic products. Don't bother buying through them. They will disappoint you. Kathleen

As a test, I bought a few times with smaller orders and had ok experience. They have so many products all aggregated on one site, so for convenience, I decided to do a big order. That was when everything fell apart. I didnt receive my order. When I contacted dermastore, i realized there wasn't any real person to call to discuss about a complicated order situation. I finally got to 'chat' with someone online. The customer support staff did not understand how to help at all. (Most of them barely understood english.) It took many many back and forth and the staff finally seemed to understand. But I still never received my order or got my refund of the order that I never got. This went on for weeks on end and while the incompetence was on its full display, one of the products I really needed went out of stock but none of the many customer support ppl i interacted cared to tell me. I must have gone back and 'chatted' with at least 5 to 6 ppl, each time having to explain the situation from the very beginning and spent an enormous amount of time just to get to the part where all of the staff who do not seem to speak English nor do they have any critical thinking skills, to understand my issue. Many many tries later, i demanded to talk to a manager finally. The company aggregates products but they have no idea how to do fulfillment or customer support! The customer support teams are not trained at all. There is no accountability for any of the support staff. Do not order from them.
Order # *******
Date of experience: February 29,2024

They sent me a "not for individual sale" expensive item from a reputable brand. The "sample" status was not listed in the item description. I paid almost $100 for this item. They refuse to take any responsibility. I was a loyal customer for years. Never again. STAY AWAY unless you want shoddy products, horrible customer service and lies. A complete waste of time, too.

I ordered from them spent a lot of money not once but multiple times every time there is a problem with my order either is it's open or I don't get it when it says it should arrive. When I call the customer service is beyond horrible. If you want to save yourself headache and stress don't order from them please. Don't waste your time, money and energy. Their supervisor don't care. They hang up on you and refuse to speak with you. I have wasted 3 days calling about an order that I was supposed to get days before and no one not one single person has helped me. I will never ever order from this terrible place ever again.

In trying to return a product which caused a reaction, the Batch number, a code, and an image of the
Product were required. I couldn't find the Batch number at all. And was not helped. I did have the order number and date, usually on returns that's what is required, but they were of no help. So, I'm stuck with an unusable, expensive product.
Will not order from them, again.

I ve bought a 300 dollar product from Dermstore and the pump is not working! 2 weeks now from my complaint and the didn't do nothing! It's absurd!

Dermstore used to be a good company that cared about the customers with that personal touch, now is questionable if their workers even understand when we have an issue, slow to resolve any problems and as long as you are buying their products everything is fine, but try to return anything, and things change fast, I do NOT recommend them, and there's nothing special about purchasing things there, Ulta and other stores like Sephora are just as nice and treat you with the deserved respect every customer deserves in this world, specially when they're spending money on your company. Sincerely. Monica.

Just warning everyone that the quality of the products and the service provided is not the same anymore. I received my expensive skincare items damaged and the sample smashed. I contacted customer service three times. They were extremely rude. Funny how it says they are an "award winning" customer service team on the website. They refused to replace the items. Offered only a 10% discount. This is a Mothers Day gift. I can't give this to my mom looking like THIS! I asked to speak to someone else and was refused. Finally they offered a return label. So that's it. Your options are 10% off damaged items or return them and have nothing. How about just replacing the items that THEY damaged due to poor packaging. And I'm sorry but a 10% discount is not sufficient for the way these items look. I have photos. And I submitted them twice to customer service. There is no other way of contacting anyone else to address your complaint. You just keep getting routed back to their customer service company abroad It you don't want to spend time out of your day fighting customer service and being extremely frustrated then I suggest you order elsewhere. For example Blue Mercury still has exceptional customer service or your local medspa carries many of these products and both these options have seasonal sales as well

I went to make a pricey purchase. Throughout the time I was sent incentives. First 15% off my total if I give them my email and text information. I did and I received nothing. Next I get offered a gift valued at $190 if I download their app and make a purchase. I did. Upon checking out I received none of all these things that were promised. I called there customer service. The woman was flat and truly bored, showing no interest in this difficulty I was having. She said if the gift is not there then they're out of them. I
Asked When will there be available? She replied l have no answer for you. Our giving a first time?I asked to speak to a supervisor, she replied there's none available. Of course not. I asked her when her supervisor would be available, She said maybe in an hour or so you can call back. I asked if the Supervisor could call me back rather than go through this whole thing again. She replied no.This company is not allowed to call a customer under any condition. That is so silly and ridiculous.I will never do business with them.I'm so glad I didn't follow through with the purchase!

Dermstore sells items they don't actually have in stock and take payment. Then when you inquire about the items that haven't been shipped, they tell you it's out of stock but that they don't collect payment until it's shipped. This of course is NOT true. Then they say, they'll initiate a refund. But I didn't get an email with a status change on my order, or an email saying I'm getting a refund. I disputed the charge and have screenshots of the chat with their rep to back up the chain of events. By the way this wasn't a 50 dollar order, it was 322 dollars they charged, and just hung on to until I took action.

Product never arrived. I asked to have it shipped with expedited delivery after I waited for a week and an half and they would not. Would not let me talk to a supervisor I asked where they were located and they lied about being in Utah. I called back like 5 times and every rep had an accent and lied that they were in the US. they don't care that I have had a bad experience with them. Would never subscribe to this company. Don't waste your time and money. Find another more reputable company. I have a feeling it's going to be a nightmare getting my money back.

Offered a promotion that showed in the cart for a free $100 eye cream. After I placed the order, the eye cream disappeared and contacted customer service. Had photos showing the promotion applied. Sent multiple messages to customer service and they would not honor the promotion. Not a trustworthy site and very poor customer service

I made an order in Nov 2023 which was supposed to be delivered 30 of Nov. I did not get the package. I checked the tracking website and clearly, it was left in front of another home. I shared a picture with customer service (Dec 26th). After several back and forth asking me to fill out the form, on Jan 10th they responded: "The completed disclaimer form has now been sent to the courier to continue their internal investigations. They have advised that we should receive an update soon."
I waited a month and no update. Today I contacted them again (through chat) and the agent asked me to go through the form AGAIN! I gave up. It does not seem they have any plan to do anything about the missing box (which is worth $192).
I requested a dispute through my bank and I'm going to order the package from somewhere else. I was so patient with them and did not receive good customer support.

The tracking shows their so called delivery partner "delivered" in 1 minute. Never received the item, while calling customer service, they insisted that I should sign a NDA and left a do not response email. Completly fraud and scam.

I have been using Dermstore for many years and have not had an issue until now. I canceled an auto replenishment and confirmed it was canceled and no order would be shipped, however, I was charged for the product. After spending over an hour on text chat this morning, Falicity Ndiyane, the agent I have been dealing with all morning refuses to credit my account. I have screenshots of the previous encounter confirming from the agent, Ayanda, the subscription was canceled and would not ship. I am a travel nurse and use Dermstore often as it's very convenient and works well with my lifestyle. Unfortunately, after this awful experience dealing with Falicity Ndiyane and her terrible customer service skills, I will look for other options to ship all my hair skincare needs.

I placed an order for a $198 skincare product with Dermstore, using the address I have lived at for 11 years. The order never came. I contacted Dermstore, and was told they delivered to another address, which I had never heard of and never entered. It is about half a mile from my place, and I went to the apartment building, and the apt number on the address they told me they made the delivery to didn't even exist. I contacted Dermstore numerous times, via email, App messaging, and phone. I explained the situation, and asked for a refund or to be sent a replacement. Over and over, the people I corresponded with were absolutely unhelpful, and said there was nothing they can do. I will never order from this store again, and I advise everyone to avoid it. Zero stars

I shopped from this site for over a year until I discovered many of their products are expired. They say--but WON'T let you return your product. Their customer service is ridiculous--they can't communicate and you can't reach anyone at their customer service no. This company is a fraud. Don't waste your money here.

I never received my product and I immediately contacted them and did everything they asked. I sent several inquiries, made several calls, and chatted with at least 4 different live agents. I even spoke with a manager who told me to just keep waiting for feedback as if I hadn't already waited for almost a month for some kind of feedback. They simply do not care.

Adding to my previous review. I actually placed the order previously reviewed via Rakuten. To date, Dermstore has not confirmed with Rakuten of the order so Rakuten won't credit my funds. My order was large and the Rakuten pay back to me is over $60. Another reason to steer clear of Dermstore. Apparently they are not honoring their commitments with Rakuten.

A simple return has turned into a 2 week investigation. This is the second time I've had this experience- there is no automated system to get a return approved, so you have to wait for approval after rounds and rounds of questions. It feels like part of some scam so they don't actually have to deal with returns. Never again.