Dermstore

I just had an unexpectedly great experience with Dermstore! I ordered the Smartbrow product but found it would accidentally get rubbed off too easily from my oily skin so I wanted to return it. Called customer service and was told I could keep it as a one time courtesy and they would just credit me. Really? I was skeptical and figured I'd wait and see what happened and check in about a week to see if I really will get credited. Well, imagine my surprise when within 15 minutes I got emails from both Dermstore and Paypal saying that my credit has gone through! Wow, talk about great customer service! I am very happy with them and after reading all the negative reviews on here, had to take a few minutes to write this one. Who knows, maybe they're working to improve their customer service image! Good luck to everyone else...

This organization couldn't even manage to process an e-gift card, After spending 5 weeks trying to track it down they ended up cancelling the order without my requesting cancellation and then told me I'd have to reorder and start the process over again. I ordered from someone else.

Unsealed, opened and expired Neo Cutis products, worst customer service which blaming warehouse only, there is no way to speak with the manager or supervisor. Very rude and unprofessional. Exchange 2 times -First-time product came expired, the second time opened, unsealed and used without expiration date at all. Until now can't get up to date NEW & SEALED products. Very disappointed after spending more than $1000. First and last time using Dermstore website.
Btw, on their site there is no way to post negative review, it's get deleted right away.

The products are fine but their customer service is the worst. I am a frequent online shopper and have never experienced any attitude worse than this. My first order shipment was mysteriously lost and they wouldn't re-ship anything to me until another 2 weeks -- by that time I've already ran out of my shampoo. I put my shampoo on automatic refill, and guess what, they didn't even check with me before they shipped my product. I moved and they said it's my responsibility to keep my address up to date. I have JUST moved! I have a million other things to worry about!

Bottom line is, unless you are prepared to deal with rude customer service representatives, don't order from this site.

I was so happy to find my pricey Rene Furterer hair care product available for a 15% discount if I signed up for auto reorder. When I used the last of the product I had purchased at a salon I started using my order from Dermstore. My hair didn't look nearly as good. I tried it once more and my hair looked horrible and felt coated with plastic. This stuff is not cheap and even with 15% off I paid $40 for something that was not worth $5. Back to paying full price at the salon. Don't waste your money here. They are no better than amazon.

Beware of this merchant. They 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!

I've purchased from here twice, both terrible.
1. I purchased 2 products that said available and would ship soon. 1 month later, still no update or products received. I messaged them and they said they were backordered. I requested a cancellation and they approved it and said to expect my refund. Never got it. Then 4 months later, I received the products. And now they are outside the return window. Insane.
2. Separate order, products were received in a timely manner. But the product was broken. Terrible customer service and gave up trying to get a replacement.

JUST DONT DO IT.

I placed an order on November 26- it is December 29 and my order is not even close to being here! After multiple attempts of contacting customer service- all you get is that if you ever will receive the order then you can return it! After 2 months of waiting, I don't need it anymore but you can not return anything because the order is past 30 days! Never again Dermstore!

I purchased a product back in April 2022 with Dermstore, I received an email saying product was delayed then on June 2,2022 (screenshot attached), I received an email saying my product was cancelled & that they will give me a refund. It is now August 2022 (2 months later) and I still haven't received my refund. I have called multiple times for a status update on the refund, spoke to four different customer representative, on multiple occasions the representative reassured that I will receive my refund within 3-5 business days. It's been 4 months now, I did not receive my product and I still haven't received my refund! It has been the most frustrating customer experience. I will NEVER buy from dermstore again. Please protect yourself from this headache!

Bought the olaplex gift set a month before Christmas. The order was delayed 3 times and ultimately cancelled about a week after Christmas. I got an automated email saying it's out of stock. When you go to their website... not only is it in stock, but they hiked up the price nearly $30. Unfair business practice and extremely shady. I emailed and they stated they will take it off the website but have neglected to do so.

I am a female who invests in quality skincare. My experience with this site was awful. Absolutely terrible return policy. They make you pay for your own shipping to their company. They also charge an extra $15 dollars for anything you want to return. Literally disrespectful customer service and slow response rate. They do not care about you. PICK ANOTHER SITE, ANY OTHER SITE.

My first and only order with Dermstore was for the DHC White Soap. I ordered 27 bars, which is normal for my family, as we stock it pretty well and for long periods. The bars are shipped in packs of 3 bars, so my order was for 9 packs of 3 = 27 bars. I was charged for 27 bars, and was shipped 9 bars total. When I wrote to Dermstore's customer service dept., I received "ZERO" responses. My only recourse was to dispute the charge for 18 bars of soap. Obviously, this company is lousy at filling orders, and negligent to respond to customers' queries. But they had no problem taking the full charge for my order... next time I want 1/3 of an order, it won't be with these folks. I am very disappointed.

It's literally impossible to get anyone on the phone or on chat for customer service. Not exaggerating.
I've been really ripped off by this stupid company due to them not correctly cancelling the Autoshop service on my account. I never received that order so when I tried to work it out with customer service, they offered ZERO help and claimed unless they have the product returned, they will not refund me or help me in any way. Ridiculous. Not a customer satisfaction-centric company by any means and terrible terms. Never ever shopping there and making sure I steer other people away from them

Very bad customer service, let me purchase out of stock and gave me a 6 weeks delay. At the end 0% discount, no extra gift, and i had to put more products to replace the one that was out of stock. Just hate this

Wrote review and immediately after wife went in hospital. Got reply from derm store and wasn't able to respond yet. No they write a self serving response insinuating I failed to respond. I will just be patient. It might take a week as I have other things to deal with right now.

I ordered a $99 product. Tracking shows it delivered, but it wasn't. So, i've been going in circles with what appears to be automated customer service--when i reply i receive the same intro message. They can't even answer how it was shipped. All i know it that it was USPS, but they won't give their address or if it was first class or priority. This would help my post office in the search. This was the first time using Dermstore.com. Not a good experience. Also, you have to use to use their site to message, which adds annoying steps just to communicate.

I've been a Beautyfix customer for years.
The quality and content of the contents has significantly decreased.
It's almost insulting now.
The company only puts 5 star reviews on their site and filters their Facebook comments.
Numerous complaints about never receiving orders, no refunds, horrible customer service.
Stay far away. Horrible company.

Horrible company, I should have read these reviews before order I can't believe this kind of business still exist in this modern century, I got ripped off big time by dermstore,
Reminds me of online Nigerian scammer, You dont get discount what they advertise you, what they do is baiting you with discount code and will charge you more with adding more items without your permission. Also responsibility of thier error is all yours, and they don't fix this error,. That's how they make money with it, it's called scam,, it will start your nightmare from there
So Better stay away from this fraud. You won't get refund your or you need to put your hard work and time for it,
They have very professional system for scamming you. Seriously I think they should shut down business.

I bought skinceuticals directly from their website for a couple of years but recently wanted to by from dermstore to save on shipping since they offer it for free. Should've known better. The product is a fake. I opened it up to start using it and noticed the smell was off. This is my 6 bottle so I know exactly what the smell should smell like and it was definitely off. I went and got my old bottle to compare and notices the label was a little off as well. I bought another bottle this time from skinceuticals (broke my bank) because it was bugging me and I wanted to see what it should look like. I got the bottle and I was right. The one from the dermstore is fake. The smell was off and the label was off. I took a pic of all 3. My old empty bottle on the right. Fake dermstore on the left. New skinceuticals in the middle. And $200 down the drain. Don't buy from them.

Asked for ship status and was sent tracking number and email saying it was delivered to me despite USPS showing it was never received by them. Then Dermstore tried to trick me into canceling my PayPal claim which had already been decided in my favor. Manipulative unprofessional liars. Unbelievable. USE PayPal every time! $85 would have been lost.

It took over a month to receive the order but they charged my CC immediately. I called to cancel and the told me it would be canceled and the products showed not shipped yet but still havent received a refund. Those 5 star reviews are fake. Do your homework before ordering.

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.

Dermstore cannot get the orders out for christmas. They can't even tell me when to expect the order or if it will arrive by christmas. They will not be getting any further business from me when I can get no response. The rep I talked to said it's due to the volume of orders they received related to black friday. Too bad for them... they are losing customers/