Dermstore

I would not order from them in the future, misleading saying 3-5 days but it's actually 2 weeks for US if you look into the shipping details on the site.

I recieved an email this morning for EltaMD products-buy 3 products and get 20% off. I tried to purchase 3 tubes of sunblock and when I entered the promo code it told me it was invalid. After trying this 3 times I called CS and was told this was an old promotion that ended 5-11-16. They sent me the email on 5-13-16. In small print it says it ends 5-11. I told the CS person that I recieved the email today and she argued that it was not possible. I told her I could send her a screen shot verifying this and then she hung up on me. Great CS skills wouldn't you say?

After creating me problems with a return which I had to involve my bank with, they flagged me from shopping with them. They cancelled my order ( a different one) without telling me and for few days they held the money of the order that they cancelled.
No company ever treated a valid customer like they do.
BUYERS STAY AWAY!

Made my first purchase on the DermStore website on 8/7 for almost $300. Package received and one item was missing from the box. The package was not damaged and it was clear the item has just been left out. Reached out online and they said they turned it over to their investigation team. Had not received a response so followed up this week. Received this email this morning...

Our new message from our Customer Care Team:

Hello,

Your account has been reviewed by our investigations team.
All of our warehouses are equipped with CCTV technology.
Confirming no damage to the parcel,
Unfortunately, we are unable to offer a refund or replacement at this time.
We have now closed your account and we will not be accepting any further orders from you.
We apologise for any inconvenience this may have caused.

Kind regards,
Dermstore

So now I am out over $100 for an item I never received and have no way to respond to the email. They have completely wiped my account. I will be disputing the charge with Amex but this is ridiculous and the worst customer service.

There are too many other online retailers to do with a company that will take your money and offer no resolve!

Do not, I repeat, do not place an order with dermstore!

I had my order held for some frivolous reason they couldnt explain to me sufficiently, after I called them to find out what was going on with my order (a week later) they said they would release the hold but I was so pissed off I had started searching for my products elsewhere. I found them for almost half the price on amazon so i called dermstore back immediately - literally within five minutes of making my inital call - so that I could cancel the order and they REFUSED! Claiming the items had already been processed for shipping? WHAT? So I am now lumped with these goods that are double the price when compared elsewhere and I have to wait twice as long to receive them.

Ridiculous! STAY AWAY FROM THEM. Customer service is terrible.

They double shipped and double charged a produst, I contacted them, they sent shipping lable to return.
Account says Return/Refund complete. I notified them I had not received my refund. No response at first, I messeged them 7 times. Now they say return wasn't received. Account says it was... Their label, their mistake - No refund for me... If $140.00 is what you need to keep yourself in business - you got it
BEWARE people - Read reviews BEFORE buying from this company

I paid for a product and never received it. I've been trying to get resolution since 11/17 and they have been unhelpful and have not produced any confirmation of delivery. DO NOT BUY FROM THIS COMPANY.

I purchased a product on 12/14/2021. The item was allegedly shipped per their website but when i reach out to Dermstore, they tell me it's stuck in their warehouse. Dermstore says that it will not issue a refund because the order has already been placed with their warehouse and I have to wait to receive the product, return it and then I will be issued a refund. So essentially I've paid for a product that I haven't received and may never receive and Dermstore is just standing by this absurd policy. If you go to their twitter feed (@dermstore), sitejabber (https://www.sitejabber.com/reviews/dermstore.com) or any other place with complaints about this entity, you will see this is not a one-off event. Multiple people complain about not getting refunds, never receiving products, receiving incorrect products and not getting refunds. A company that has $180 million in revenue per year should not be taking advantage of customers in this manner. Someone should look further into Dermstore as it appears to be operating like this with no repercussions.

I did receive the sunscreen I bought, but now I am also receiving endless emails from them. After unsubscribing, I received emails saying I'd unsubscribed but please fill out a survey. I did in the hopes that they'd stop asking, and now I'm being spammed by their survey company. I buy a lot online, and this is ridiculous!

I ordered Oleplex Hair set (that's the ONLY thing I ordered so should be super easy to pack the shipment - well actually they gave me a small face cream sample - so technically two things). When I got the order and opened it, I'm suprised by the Barriatic Weight-Loss Supplements wth! - no word.

Yeah, pass on this place. You can tell from the "positive" reviews here that most of them were likely written by employees. I just ordered an item. Received a box. In it? Two samples and two other expensive items that I did not want nor did I order. When I called immediately, the customer service person 1) refused to expedite the re-order of the item I needed (so now I won't have it for the event I needed it for, thanks) BUT 2) wanted me to immediately help THEM out by taking the unwanted items to a shipping place. I live in the boonies, and don't have a working printer to print out a shipping label. I am happy to send the crap back if they mail me a label and arrange a pickup, but they couldn't be bothered to expedite MY order so I could have it when I needed it? Come on. The customer is clearly never right here, and I am now worried about rumors of them charging credit cards for "FREE SUBSCRIPTIONS" or what have you. UGH.

Bought a harry josh hair dryer very expensive close to $300. Waited forever to get it as it comes from the UK. This was never disclosed. Had bought harry josh diffusers from them before and also the hair dryer. They must have changed the product size. Surprise dryer didn't fit diffuser. Wanted me to send dryer back pay for insurance etc and get refund. Didn't want to correct and send hairdryer that fit diffuser first so I wudnt b without a hairdryer for another month.it was their mistake and when you talk to someone they read from a script. Don't understand the problem. Buy a dyson next time. Attachments don't fit dryer. Really! And all they say is I am so sorry. I needed a hair dryer now and the best they could do was tell me a supervisor could call me n 48 to 72 hourts the company must have changed hands. Stay away!
FYI I am not upset with fairvdryer I am upset with the DERMSTORE who sold it to me. They are worthless

I made a large purchase from this place—One of the expensive medical grade lotions costing $80 just formed balls of thick waxy type substance and fell off my face. I went through the online help and was not dealt with honestly. I kept giving them all the crazy information they wanted then I would receive a email asking for the exact same information, but in an email. As far as the "text support" function, I used this too and spent about 24 hours trying to get help! I finally wrote a review on Trustpilot, and a customer service agent contacted me. She wrote a long email saying how sorry she was and that she would create a credit and it would show up the next 3-4 days. Nothing happened! I did a follow up to that review and another agent contacted me wanting all the information about the purchase again, even k ow the Order # and information about the purchase was on the first review. I sent the information again to them and still nothing happened. I will not support a business that is so unethical and dishonest no matter how much I would save.

I ordered $200 of merchandise on 8/26/19, it is now 9/19/19 and I have yet to receive. They send out coupons for 15-20% off - I have several email addresses - for work, etc. No explanation - no followup - no customer service. They said they flagged' my acct. Ridiculous! They should have contacted me and said they couldn't honor the discount - but NO! They charged my credit card and had no intentions on sending the merchandise. I will NEVER order from them again! I will tell others not to ever order from them.

This used to be a legitimate online company but it seems they changed hands recently. I ordered a serum and an eyeshadow and after Black Friday discount it was about $150. They used a shipper I've never heard of called "Lasership" and their tracking info claims it was "Left at the front door" on 12/4/21. The problem with this is my mailing address is my post office box and my local post office has never heard of Lasership. You mean to tell me your sh*t shipper left my box at the front door of the post office? Because the post office will not deliver such a package to anyone and would likely call a bomb squad to remove it because NO ONE could possibly be so stupid. I called dermstore and not only did I wait on hold for over an hour being the only person on the queue according to their system, but NO ONE ever answered the phone. I contacted by app and they sent me an email telling me to check the address and look for the package. The email address returned my email because they block you from responding. So I had to call my credit card company to get my money back. Don't ever use this company anymore because they were clearly purchased by someone who has no intention of filling orders and will just keep stealing people's money until the attorney general shuts them down.

I have ordered several times from Dermstore and the service, quick delivery, products and prices are great. Also free shipping makes it a "10" in my book.

My order arrived weeks late and I got the wrong product! They make it impossible
To get a refund, including not answering their phone. They are horrible,

After buying a hair blower for $199. It was reduced the next day to $169.00 and I cannot reach customer service to resolve this issue Sent 4 emails and repeated calls to 800 # which is never answered

Dermstore customer service is almost nonexistent in today's world of fast-paced communication and shipping.

The order before my last order, I never received. I finally, (thru chat) got them to replace the order. When it arrived, only half of my order was actually shipped.

This last order, which I'm still waiting for, has been over 2 weeks to leave the warehouse. I sent chats & finally found a phone number to call for the status of my orders. No one could give me any information, except to say the warehouse is backed up and they'll put a $15 credit on my account which I have to use in the next 30 days. Not worth much and forcing me to buy something right away. Nope, they can keep it. I'm shopping elsewhere going forward.

If you have a PO Box and ship to your street address, their carrier (Pandion) will only deliver to the Post Office, regardless of the shipping label. (Amazon had done this for a while and stopped because of the backlash). They also don't tell you this. I was left searching for my order.

Too bad, I liked the reward program, but it's not worth the hassle.

I have been buying from Dermstore for at least 10 years, a little over a year ago I started having all sorts of issues with shipping, customer service and so forth. I placed an order on 11/26, after nearly 2 weeks with no movement or update, I purchased the items elsewhere and co tasted dermstore both my email and chat to cancel the order (see attached screenshots). First I was told the order had been processed and could not be cancelled, when I asked for tracking I was then told items were out of stock and the order was delayed, so again I asked that it be cancelled. I was told the Oder had been cancelled and that I would not be charged. I have 5+ communications confirming the same thing. They charged me anyway! I have raised the issue with my bank but in the interim I have no items from Dermstore and they have $312 of mine. This place is an absolute disgrace, a scam, and some of the worst customer service I've ever experienced which is sad given it used to be my go to retailer for skincare. NEVER AGAIN!

I have had great luck with Dermstore! I only buy face cleaning products, toner and lotion but it is easy to find coupons and who doesn't love free shipping?!

I've been a Dermstore customer for many years and was delighted until the last 9 months when they have gone completely downhill. I've placed orders, no shipping status, contact customer service and get a promise of remedy and then... nothing.

After a 3 month hiatus I placed another order 10 days ago. No updates. Contacted them today because there was no shipping status and the chat person I was told "I'm sorry for any inconvenience. However, In order to provide further information I will have to escalate this issue to our upper management team to review. They will be reaching out within 48-72 hours with a resolution to your email" - this makes zero sense! When I asked why they didn't reply. It's the same email, shipping address, and Visa that I've used for years. And the order was under $100.
The only reason I keep trying to order from them is that I have a load of points, which translate to $$$. Just want to use my points and move on to another provider. Total bummer because they used to be great.

Ordered from Dermstore quite a few times, but won't be buying from them anymore due to magazine scam. If part of your consideration when ordering from Dermstore is the free magazine offer or the rebate for the free magazines, I'd stay away.

The last two times I ordered and submitted for the magazine refund, both times Subco (the company that runs the actual subscription) has told me that they ran out of supply and I will not be getting the rebate. In fairness, the fine print does say, "while supplies last". However, I find it really dishonest that supplies ran out by the time I submitted for the rebate (weeks ago), but they are still offering the same magazine promotion (with the same magazines) today! Basically, they're promising you something that has run out weeks (and probably months) ago. Further, this has happened twice, so it seems like standard operation procedure to promote an offer that doesn't really exist at Dermstore.

To make matters worse, Dermstore has a super restrictive 14-day return policy, and it will take more than 14-days before Subco processes your magazine/magazine refund. So, if you purchased using the rebate as a price consideration, it's likely you won't be able to return your products after you find out you won't be getting the rebate.

Needless to say, I'm done with Dermstore.