Dermstore

Received 2 faulty products and a lot of hassle trying to get a refund. They offer "free" returns if you accept a store credit instead of a refund. Not wanting to pay to ship back a bad product, I opted for the store credit for Jane Iredale foundation that was separated and would not blend. I used the credit to purchase Leonor Greyl shampoo that was not the same color, texture, or scent as the exact same bottle purchased from Leonor Greyl directly. I received a fraction of a refund, but was re-issued another gift card for the same amount as the original one for the foundation. I don't want to keep getting store credits for faulty products that I can either lose money on shipping them back, or keep getting a store credit for more garbage product. - Buy directly from the manufacturers and save yourself some stress.

WORST customer service experience of my life! An item that had been on back order, which I was patiently waiting for, was removed without me asking it to be. It was purchased on a gift card given to me by my mother. Did not get notified that I wouldn't be getting the item. When I called to inquire is when I found out. When I asked about the balance being put back on gift card I was told there was nothing that could be done because I no longer had the gift card with the pin #! This was over a month after initial purchase. Who keeps a gift card that they use the entire balance from?! Tried several times to get somewhere but nothing could be done. Oh, and the item that was removed was available when I spoke to them but they couldn't just send it because they had removed it (without my consent) and in order for them to actually send it, they'd need the gift card! Unacceptable and ridiculous!

I would advise NOT doing business with this company! Approval was given by my credit card company for my order (I personally spoke with Mastercard) but Dermstore says the CC company didn't approve the transaction. Dermstore wouldn't try the CC number again said they couldn't help me over the phone with payment. I was advised to try and place the order again. Will not do business with them anytime in the future!

I placed an order three weeks ago. I received notification that it was shipped, and that I should receive it between June 6th-9th. On the 9th, nothing, so I checked the FedEx tracking. To my surprise, there was absolutely NO MOVEMENT on my order. The only thing that showed up on tracking was that a label was created. I contacted Dermatore via their chat feature on the 10th. "Lucy" assured me that a "replacement" would be sent out, and that I would receive a confirmation email. I still haven't received an email, so I will likely ask for a refund sometime in the next couple of days. What a horrible experience with Dermstore! I will never order from them again.

I ordred a product from DermStore over a month ago, paid for shipping, and never received anything. The very rude Dermstore agent over the phone just told me that they are trying a new shipping system and that I should go to the Post office in my area and inquire about my order. They did manage to charge my credit card alright, they just never delivered anything to me. Now I have to contact my bank and request a credit refund to my account and they will have to dispute it with the company. What a pain... and I was treated so rudely. I would strongly suggest trying one of the many other companies out there. These guys are uprofessional, rude, thieves.

If you want something to arrive as promised, then look elsewhere.

They tout 3-day shipping. I placed an order for a gift on the Thursday the 4th. I called to double-check the delivery window and was told I would have the order on the 9th. They did not ship the order until the 9th - then LIED on the phone when I called looking for the order saying it was in the mail stream - when the tracking showed it was NOT. When I email them to ask for answers they respond that it will take 24 hours for a response - and no response ever comes.

I just placed an order through dermstore after receiving a promo code. As soon as I placed my order I was bombarded with an invasive popup asking me to add Klorane Dry shampoo to my cart for a special price, I clicked on add to cart thinking it would be added to my cart for a future order since I've already placed my current order. I just received my receipt on my email and was surprised to see that I was charged for this dry shampoo on my current order. I went ahead and removed the product from my order but I'm still concerned about this behavior that I was very close to cancel my whole order and choose a different retailer that carries the EltaMD brand. I believe this invasive and confusing upselling technique a very short-sighted that will not work in the long run and will have a inverse effect. I thought dermstore was legitimate website. This will be my last order from dermstore.

I ordered from Dermstore because the company I usually order my product from was out of stock. I needed it by Thursday, so I choose the 2-day shipping when I order MONDAY NIGHT, thinking it would ship out by Tuesday and get to me by Thursday or Friday morning.

WRONG. It takes a full day to process, so now I'm getting my product Friday night, and I'm leaving town on Friday morning. If it's truly not 2-day shipping, then don't advertise it as such. What an awful service. Will not be ordering from them again.

Do not use this website for beauty purchases. Listen to the reviews that tell you they 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 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.

I paid $$$$ extra to get a delivery before I left town. Never came. I let them know I'm leaving town and it hasn't been delivered I want a refund. They never responded. I chatted and messaged them. They should have delivered it to our mailroom where we get all pkgs. Instead they left it at someone's apt and I'm out of town and my neighbors say it was not anywhere to b seen. When I called to tell them all they kept repeating is I'm sorry. There's nothing we can do! $92 lost. Zippo.

So I emailed the dermstore with a concern asking if their derma rollers had real needles or if they were wheels with spikes on the ends. For anyone who is interested, they aren't real needles. And I asked about their return policies. Their site says they reply within 24 to 48 hours. This woman replied with a copy and paste answer about what a derma roller does a week later. Never addressed my concern about them having real needles never addressed anything about returns and even got the information wrong about what the derms roller metal was actually made out of. I was within the return window and I hadn't even opened the box at that point. I think they are a scam and would advice everyone to not shop here. You will lose money and they won't address concerns when asked. They will completely ignore you and think a copy and paste answer is sufficient. I doubt my email was even read.

I find the website confusing... especially when trying to place an order. Nothing is just straight forward you have to manuvere your way to find what you are looking for. I usually have to call to place my order.

Placed order three weeks ago, they 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!

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, they 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.

My issue was never with their products.
Their Processes…filling orders, shipping, customer service, conflict resolution are broken…
I finally got a refund not including tax. It took until the middle of August for a problem that began at the end of June. This after countless calls, waiting in a queue on the phone, no return phone calls (til the lend), email runarounds, no follow up on their end
The resolution process is extremely inefficient and convoluted. If I had not not FINALLY spoken to an individual who actually FOLLOWED UP… this would still not be resolved.
Their system of dealing with issues DOES NOT WORK.
They are going through changes and customer service is falling through the cracks.
Just beware

I went to the DermStore to order Kerique and then before I click the final button I went back to order the black Friday's price. They sent me both, one at the regular price and I at the discounted price. One did not have a gift in it and when I called back to tell them the girl on the line repeatedly argued with me telling me it was my fault. This is the worse service I have ever used. What happened to the customer is always right. Not here.

I've ordered from them multiple times and I've been very happy with their service and speed of delivery. They often offer coupons to return customers that aren't for the general public. I truly appreciate that and it keeps me buying all of my Drunk Elephant products exclusively with them!

The only think I will agree with is that I do wish the returned were free BUT I only buy products I know that I already love.

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 they 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.

I bought the BeautyFix box. I actually liked the box but I won't be purchasing anymore. The reason is because I received a product from a brand that used to be at Sephora. The item I received had the label that the product was distributed by Sephora. This brand left Sephora 4 years ago. This product was expired and unusable. I contacted Dermstore and they sent a replacement. However, the replacement was expired and from when this Brand was at Sephora as well. Utterly disgusting and completely unprofessional. I don't understand how a brand can send out expired products.

I purchased a sunscreen from dermstore only to realize that the sunscreen has been opened or even used. There were brown spots inside the cap and the sunscreen isn't even sealed. I've used this sunscreen before and I remember that the one I had came in with a seal. I contacted the brand and confirmed all of their sunscreen product comes in sealed. I have a feeling that dermstore resell their returned/ used items and would try their luck hoping people wouldn't find out. Please make sure if the items you purchased from dermstore come in sealed or not. If I hadn't used this sunscreen before I wouldn't know that they sold me an opened one.

I am an aging woman that has thinning eyelashes. I have found that with SmartFX Smart Lash Enhancer I have regained some of the lash volume I used to have. Now I don't need to wear my false lashes as much.
I love the product!

I received my product quickly BUT envelope had no product in it. The company is impossible to get ahold of. Likley a scam! Finally talked to "Alex"-no product yet but they got my $. BEWARE. I have canceled my credit card to avoid further problems, intuition says problem.