Dermstore

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.

I ordered a product as a present for my cousin, a month later multiple emails, forms, chats and it's still not arrived. Avoid at all costs.

"In stock" items don't show up.
NO customer service to report to that you can hear, understand or get any kind of service from.
When you request a refund for the very expensive product you never received they refuse.
Fraudulent is the only way I can describe Dermstore.

I've spoke to 7 "agents" about an undelivered package. Every time was promised a follow-up within 24-48 hours - haven't heard back once. Joke of a company.

I ordered the 1.0 fl oz of the Peter Thomas Roth Instant FirmX Eye Deluxe product and I was sent sent a 'Sample' size of 0.17 fl oz. I called customer service (overseas call center) and they told me the order shows 1.0 oz - but in SMALL print the description says 0.17 oz. HOWEVER, the shipped order shows 1.0oz. She offered me a $10 credit for Dermstore and I refused. She was kind enough to give me a full refund.

This is a total 'Bait & Switch' scam from Dermstore! I've seen it before and one of the MAIN reasons I order anything from Amazon only. I really want to directly support smaller stores but this is always the deterrent.

Ordered Sunday Riley's Tidal cream. When I opened the package, I noticed there was mold growing inside. I immediately emailed customer service with ample details about what was wrong, and they wrote me back asking questions I already answered. So I called their customer service line, thinking I would get better help, but the agent on the phone was beyond incompetent—barely spoke to me, and didn't seem to know what to do. I ultimately got her to send me confirmation of the refund so we'll see if it actually goes through. Horrible first experience, and judging by other reviews, this was not a one-off situation. I'll be sticking to more reputable stores for my beauty purchases.

I would normally never waste 4 minutes of my life writing a review, but this company took the cake with how utterly disappointing their customer service is:

Put in an order on 4/12/23... mind you item was in stock.

Got an email a week later stating "there is a delay in your order"

4/20- "We will ship within one business day"

4/25. After 4 attempts speaking with an online rep. Who mind you would say the exact same thing "this has been escalated, your item will ship within 24 hours."

4/30- Today. Had to alert my credit card holder to file a dispute. Within 1 hour, Dermstore emails me saying your order has been cancelled, please remove the dispute."

I tried cancelling this order multiple times due to the utter lengthy time to ship an in stock item.

Trash, just utter trash.

Update: After 1.5 months of no refund from Dermstore, despite three attempts to get a refund from Dermstore itself, I opened a dispute with them on Paypal. Almost two weeks later, Dermstore issued a refund. I don't think they would have if it hadn't been for Paypal contacting them.

Original review:
On January 25,2024, I placed an order with Dermstore. Later that day, I received an email stating my order had been placed with Pandion Pro and they would let me know when my order was out for delivery. Then, nothing. After a week, I tracked my order using the tracking number in the latest email. Apparently, my order made it all the way to my city in just two days and was then "lost in post", according to tracking. I have since called Dermstore once and used the live chat twice, to request a refund. The first time, I got no confirmation of the refund. The second time, I got an email stating my refund request was processed, and it would take 3-5 business days to get the refund. Fourteen business days later, I still didn't have a refund. I used the live chat again and was told my previous refund request had never been made, but she stated she made it for me this time. I got no email confirmation of this. I don't think I will ever see my $508 again.

I used to order from Dermstore cause they have really good prices for Dermalogica - so shop there for my annual supply... This year, products came damaged: washer leaked all over the package, everything ruined in shipping. I returned all items and reorder - other 2 weeks of waiting, and parcel came the same way! Washer - leaked, cream - without seal, facial polish - in open box, and complimentary gift - wrong item: Boscia samples instead of Dermalogica I ordered. Expensive items just thrown to big box without plastic wrap and seals... Eg cheap like $4-5 cosmetic product from amazon - coming packaged properly, wrapped in plastic, right box size, etc. Don't know what happened to Dermstore, but never again

Complete run around with customer service after trying to get an order shipped that was placed and charged over three weeks ago. Initially gave me a false tracking number. Now shows shipped AGAIN ON SITE with tracking tab but doesn't offer a tracking number to use. Same response on call in as emails. "We're checking with shipping, more info to follow, we're contacting shipping Dept, we've elevated your request." Then they mark the issue complete on my account like it's been resolved. It's just ridiculous. I've requested a credit and so far have not had a response.

The last three orders I placed with Dermstore didn't ship. Every time I contact customer service I get a lengthy convoluted answer promising someone will call back and help process the order. Dermstore used to be legit but now they're running a serious scam. I've lost almost 300 dollars to them. In the future I'll just buy direct from retailers or I'll go to Sephora.

I placed an order March 10. I've spoken three times with customer service to confirm my address / identity and discovered that though they assured me the order shipped, it never did. They promised expedited shipping. It didn't ship. Then it was cancelled over two weeks later-- NEVER SHIPPED. So much for trying to make purchases outside of Amazon. This company is not reliable or competent. Their response to questions about my cancelled order was that it did not meet security requirements and they cannot discuss beyond that. What does that mean? I am mostly frustrated that they wasted two weeks of my time calling and contacting them by email before they decided the order did not meet security requirements. Don't waste your time here-- there are better companies to support.

Be aware of very inconsistent pricing. They are a the same entity for several brands together, but sell the same product in different prices. I purchased Christophe Robin's shade variation treatment with Black Friday 30% off on 11/21/21 at Dermstore website. However, I got an email from Christophe Robin for 40% discount for the same product on following day, 11/22/21. I contacted Dermstore customer service on 11/22/21 to cancel my order as I could get $9 cheaper through Christophe Robin site. Please note both belong to the same entity called "The Hut.com Ltd." They declined to cancel my order and shipped it on 11/23/21 instead. Dermstore state "free return" and "customer satisfaction" in bold and you would not notice hidden charges such as $15 fee and non refundable shipping. As I ordered 2 of the 40% off products with only 30% off, I just lost $20 purchasing from them. Never buy from them again.

Stay away! Got charged $510, paid for expedited shipping. The product was never send. It's been now 24 days since I'm calling/ emailing every day asking for my refund back. They keep giving me runaround and coming up with every excuse not to refund me my money. I have emails from their managers how refund was issued and I should have it 3-5 days and once that 5 day mark comes up they come up with a new excuse. Absolutely scam

I ordered revision skincare products, 200.00 dollars to be exact and the products irritated my skin. So because of this I emailed customer service to ask what the process was to return both items. It's an automated response, so you are not actually getting a real person. It asks for you to take pictures of the bottle number and they want to see proof of the irritation…
I went ahead and sent all the information they asked for and 2 days later, zero response.

Seriously don't bother ordering from DermStore because they try to make it as hard as possible to return their products!

I love the dermstore tinted sunscreen sample my daughter gave me, so I bought some from dermstore - 2 larger tubes for $35 each and one small tube for $13. The sunscreen arrived on August 29,2023. The 2 larger tubes have an expiration date of 09/23! The smaller one had a date of 01/24. After many phone calls, jumping through hoops, sending photos, reading the batch number to customer service members, I was told to expect a refund. I received a refund for the smaller tube, but not the 2 larger ones which expired within days of receiving them! I now see that others have had a similar experience with dermstore.

I placed my order on Sunday, Aug 21. I'm still waiting for its delivery. DHL keeps changing the delivery date. Also, the refund I requested hasn't come through. Dermstore has changed their promise to me, originally saying I would be reimbursed in 3 - 5 days, then saying 3 - 8 days.

Ordered several different products and never received any. No way to cancel online for me. They did not send an order update until 14 days after the order was placed. Made multiple inquiries but the website shows the same thing. Website shows order is dispatched but customer service shows it was never sent. The chat and messages function is not helpful as they don't provide the right answers. All these items were gifts and they screwed me over.

I bought 2 supplements at Dermstore and about 10 days ago I received products, but I had to contact the company informing that they sent me 1 of the products with an expiry date last month and the other supplement that is for 60 days expiry date would expire in less than 30 days. The company has not resolved until today almost 90 dollars thrown in the trash!

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.

My partner and I have been frequent customers of Dermstore, drawn by the affordability of their products. However, our recent experience was marred by a glitch in their online system. Despite having my address preset in their system through my account, a product I ordered was sent to another address. When I requested a resend to the correct address, I was informed that they don't resend items for incorrect addresses. This was particularly frustrating, as accounts are created with the expectation of facilitating secure and efficient transactions. Unfortunately, in this instance, the system glitch led to a significant financial loss for me, and I am disappointed that Dermstore did not take responsibility for the issue. We won't be purchasing further product through their site. If you do, I strongly recommend contacting them after your order to confirm the order and order details as their skincare lines they sell are expensive.