- Log in
- Browse Businesses
- Guides
- Resources
- Write a Review
- Request a Review
- Backed by the National Science Foundation
- For Business
Dermstore has a rating of 1.3 stars from 486 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Dermstore most frequently mention customer service, credit card, and tracking number problems. Dermstore ranks 1177th among Skin Care sites.
This company does not typically respond to reviews
I have yet to have any problems with ordering, placing and receiving an order. One time accidentally hit a button to redeem points on my account and I didn't use them for an order and if I recall it deducted those points even though I didn't use my credit for a purchase that particular time. The prices are a bit higher than what you may find at a drug store, but considering why I started purchasing from Dermstore and not from the aesthetics office for a bit cheaper than the competitors I've been able to get what I want shipped directly to my home without the pressure to purchase directly through the spa. They should offer promo codes too, but if you do reviews for products on their site you can get 50 points for being a member. Until I find somewhere else to purchase I will be using Dermstore. I'm not sure what's up with the customer service situation people have complained about, but it's worth checking out the website for yourself. Hope this helps you with your search.
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
I placed an order on recommendation of a product from a friend. My credit card was charged two different amounts one of which was $137.00 over my order. When calling customer service they said that is so we can confirm funds... what? Customer service continued to interrupt me when I was explaining my concern, and the attitude from customer service was not appreciated. Then to top it off I received my order and one of the items was missing even though the 'total pieces' said 6.
I have bought from them for a long time - repeat customer so when I bought my EXPENSIVE obaji vit c serum and then the very next day it went on sale I called for a price adjustment. They would not give it to me. Then they lost my package. It took almost a month for them to replace it….going elsewhere from here on out.
This was my first time ordering from this website and I wish I had read the reviews here first. I ordered a sunscreen that I had an immediate reaction to and followed their "Easy Return" policy steps to the letter. The returned package was received almost a month ago, after I paid for the shipping back to them, and I have still not received my refund. I have sent emails to their Customer Service address and have received zero responses back. Based on reviews here, it seems that calling the Customer Service number will be a negative experience, as well. I don't anticipate ever using this website again and will share my poor experience with others as a cautionary tale.
This was my first time placing an order with Dermstore. My order said it was completed online, only to discover that it had not arrived. I reached out to the help line, and they insisted that I gave their company the wrong address, and this was my fault. They refused to replace or refund me for the very expensive skin care products that I was so excited to try. I would absolutely RUN from this company. Get your products elsewhere as they are not customer focused and will not help you. It's so sad that this company is so money hungry that they will not replace or refund an order based on their mistake.
I have ordered from Dermstore several times and they 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 ordered a gift for my sister and she did not receive it on time! The reason: they put all orders on hold for review that have a billing and shipping address over 1000 miles apart to avoid fraud. This was a gift and it was very clear this was a gift. I checked the gift box option. I'm really disappointed as I had to ask my sister if she received her gift. Only after I asked her, I searched my email and saw the company sent me an email telling me to contact them. Not a good customer experience.
Was very disappointed. Was promised free shipping - ended up being billed $12.95. They never responded to my complaint about this. The products sent were fine, but I was pretty mad that they advertise free shipping, then charged me, THEN ignored my complaint. Will never shop there again.
There are so many more websites and brick & mortar options out there that actually value customers and understand customer service, PLEASE do not waste your time or money at this place. You will regret it.
Free shipping is ok, but when you order something on 12/23 and don't receive it until 1/7, then the free shipping isn't worth it. I wish I had the option to pay a few dollars for at least USPS Priority considering my order originated from Fed Ex and ended up being actually delivered by the post office. There are plenty of other skin stores with just as competitive prices and MUCH faster shipping! If you order here, hopefully it's not something you need quickly!
I bought a Micellar Water, and the bottle arrived empty, the customer service is terrible, they 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.
Wow! I started using Dermstore over a decade ago! They used to be great.
Recently I returned product A. The lady was helpful and no issues.
Then I returned an Expired product B they recently sent me.
I have not received my credit yet for product B so I called again, just like I always.
My account shows it was received.
The customer service rep told me that they never receive product A, and since Product A was more then B they will not credit me for the expired product!
Good Lord!
I can only talk to a manager I'm 24 hours. They will call me...?
I'm so over this company!
They sent me an email that my item had shipped. It'd hadn't even been processed. After waiting a week I asked for a refund and they said they can't for another day lol. Stella and Janine were zero help.
Derm store automatically charged my account for product that I never received and purchased.
Furthermore, they sold my address info to other vendors and I started getting lots of junk mail & magazines that I never subscribed to it.
Stay away
It's been 2 weeks since my renewal. Been charged $322.07 and still no product; still need to "resolve" by reloading my credit card info. Sent multiple emails and spoke with multiple cust service reps, still nothing! They won't put me through to a supervisor or their financial department. Today spoke with Emily, customer service, she sounded so put out and said it would be "several days" while they investigate. It's been 2 weeks! I have an email from 10/24 saying I would hear from someone in 3-5 days…. Nothing! TOTAL SCAM, TIME CONSUMING AND FRUSTRATING! I just want my credit! Ugh.
Deplorable! Ordered while in stock. Took my money. Now not in stock. No ETA on expectation of delivery. Keeping my money though!
Even customer service suggested cancellation.
Your new message from our Customer Care Team:
Hello Richard,
Thank you for getting in touch about order *******.
I am sorry that this has not been dispatched as yet.
Please advise if you would like to wait for the stock to be allocated or would you like this canceled?
If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.
I appreciate your patience.
Have a lovely day.
Kind regards,
Simone
Dermstore Customer Service Team
DO NOT ORDER. EXPECT NOTHING IN RETURN
Tip for consumers:
Don’t believe anything.
Products used:
None. Never arrived.
The website looks legitimate, but I regret ordering from them. I could not see the status of my order that I placed some days ago, so I called the customer service number multiple times only for nobody to pick up the phone (I called during business hours!). Although I just received a tracking number, I'm not sure when/if I will receive my product based on the other reviews I have read. I don't tend to ever leave reviews, but I have never had to deal with such a shoddy business. I payed a lot of money, and although I have no problem with some delay in shipping, I would appreciate some transparency. I wouldn't risk ever buying from this site again.
Tip for consumers:
Just look somewhere else for whatever product you’re purchasing.
I opened my Obagi Medical Professional C Serum 10% yesterday and put the dropper into the bottle. I tightened the cap so it would not leak, but when I went to use it this morning, I noticed it had been leaking in my drawer. I lost about 1/3 of my product. When I looked closer, I noticed that the rubber part of the dropper was not sealed completely and had been leaking. I was so disappointed. I reached out to Customer service and talked to them about the issue and they are sending a replacement bottle. I wasn't sure what to expect when I reached out, but they were so easy to work with. Definitely purchase from the again!
Products used:
Skin care
I ordered a product. They accepted all of my credit card info and the order went through. Then immediately I got an email saying my order couldn't be processed but didn't tell me why. They had a live chat link and I clicked on it twice and submitted my info but no one responded. Very unusual. I emailed them to cancel my order and not to charge my card. I hope they comply. I should have read these negative reviews first.
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.
Tip for consumers:
AVOID AT ALL COSTS
Products used:
Nothing
Beware that the customer service is awful. I ordered a hair dryer from them on Black Friday. Last week a package was delivered. There was just one problem - they forgot to put the hair dryer in.! What I received was a comb and three hair clips (which I did not order, and I guess was meant to accompany the dryer as a freebie). I called them and after a half hour on hold finally spoke to someone and was told it would be sent out again. I asked for expedited shipping since they screwed up the order. I am still waiting for the delivery after five days. Yesterday I called again and was told the package had been sent out, however, the tracking information shows that the shipper has still not received the item. USPS currently awaiting package. So much for expedited shipping. I will never again purchase anything from the Dermstore. I think their Christmas elves have been drinking too much liquor laced egg nog.
I have to agree with the other one star reviews. My original order was shipped to a wrong address. Contacted Dermstore and rep said their system was down but she took my info and little did I know - I was supposed to call back? I waited over a week and called again and that is when they told me they didn't ship my order. So basically I would not have received my order. So because their system was down I would be responsible to follow up on my order! CUSTOMER NO SERVICE! I have ordered from this company before and never had a problem. Obviously something is not the same and I will have to go elsewhere!
Dermstore does not do refunds even though they 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.
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.
My first ordering experience was flawless. My second time was awful. Everything was fine until I noticed they recommended a product for me and applied it to my account at the last minute as my transaction was being processed and I could not stop it. When I called to complain the person actually tried to entice me to keep it and give me a deal on it. They did comply and take it off my order but I had to make the extra effort to call and complain. I will not order from a company that has these types of practices. Shameful!
Gain trust and grow your business with customer reviews.
• We offer over 700 brands, including physician-strength formulas and hard-to-find specialty brands
• We have over 100,000 product reviews from real customers…and counting!
• We offer free shipping on all orders all the time
• We give you free samples with every order
• DermStore is a 8 year Bizrate Circle of Excellence Award Winner for Customer Satisfaction
• We have licensed estheticians on staff reviewing products and personally answering questions submitted by our customers
• DermStore was founded by a Board Certified Dermatologist
• We only sell products that are 100% authorized by the brands we carry, which means they are real, safe, in code and certified by the manufacturer!
• 24/7 Customer Service
DermStore launched in 1999 with the vision of fulfilling the unmet need for a reputable dermatologist-backed online store, carrying only the finest cosmetic dermatology products. Founded by a board certified dermatologist, DermStore quickly set itself apart from its competitors by going beyond just being a distributor of high-end skin care and cosmetic products, and becoming a safe haven for beauty brands to sell their products and for consumers to purchase with confidence.
Since its launch in 1999, DermStore has grown to offer a range of more than 700 skin care and cosmetic brands, including 26,000 individual products. This, in addition to offering over 100,000 product reviews, along with expert advice and esthetician recommended regimens, makes it no wonder that DermStore has become a leader in luxury skin care and cosmetics online. DermStore's product offering consists of brands with physician-strength formulas otherwise only available through a doctor's or surgeon's office, widely available quality drugstore brands, exclusive spa care lines, salon-grade brands, and difficult to find niche and specialty brands from around the world.
Free Shipping on All Orders All The Time – At DermStore we pride ourselves in offering our customers free shipping on every order with no minimum purchase 365 days a year!
Samples Samples Samples – At DermStore we include free samples of customer favorites and best-selling products because we want our customers to be able to try new products before they buy
Hello, Angela we truly apologize about inconvenience you may have experienced with Dermstore. We will send you a private message to see if we can correct the problem