Dermstore

Their customer service is inadequate/ at times nonexistent. I've tried to cancel multiple orders, the reason being that they will have promotions going on at the time that should apply to the items in my subscription but the promotions are never actually applied to the subscriptions. I just really despise trickster websites like this that get you to subscribe to products and then make it impossible to get in touch with an actual human to cancel / return the order. Last time I went on my dermstore account to cancel my subscription before it was set to be processed but the entire system was down (for about 48 hours) and by the time the system was running again my order had shipped and I was unable to cancel it! When I explained this to them and that it obviously wasn't my fault they had zero leniency and it was super frustrating. I generally don't like to work with companies that don't take responsibility for their own mistakes. I think it's safer to stick with Sephora or Ulta in the future.

This is the very WORST beauty company I have ever dealt with. They are completely run by robo emails and robo phone customer service. For three weeks I have been trying to cancel an order after not being able to contact a human being. Unfortunately I ordered on PayPal and even tho order is pending there is not an option to cancel and it says "authorization" but I am spinning wheels here. DO NOT USE THIS COMPANY. If you have one problem with them they do not have a staff to resolve problems.

The "Sitewide Sale" isn't for real. It should not be called sitewide when most if not all of the items I'm interested in don't qualify. Very annoying!

I placed an order February 14th for 2 Harry Josh brushes (they HAD A PROMO running) waited and waited and wondered why the order had not arrived. Logged on only to find out that my order was cancelled. Called the CS line with ZERO luck - held on for 40 minutes! Used the Live Chat service and connected with April who pretty much swore they sent me an email. I RECEIVED NO EMAIL stating my order was getting cancelled. She then told me to place another order and I mentioned I ordered this during a 20% off promotion - she told me there is no promotion on my order! Went back and looked an lo and behold yes, there is 20% off my order. She tried to appease me by offering 15% off AFTER I ASKED FOR IT for all the hassles I was going through! I am extremely frustrated about this - how does this company stay in business? There are so many bad reviews about your company. I am also waiting for a refund on an item FedEx states they have signed for and received!

I was desperate from a flare up of eczema/dehydration, in search of toners, masks and moisturizers and ordered $200+ products on Dermstore. I needed to return only 1 mask and suddenly could not find order history in my account on dermstore.com. The only way is by chat, phone call to communicate with customer service. No email address can be found on dermstore.com. One can write a message to customer service about a return/refund by an order # lookup function within the website; however, the order history suddenly disappeared! When I called customer service, the rep sounded like she was hired solely to put out fire by telling me their website is down even though one can still place an order and search for products, or telling me to call back and check again later. When I chatted with customer service, I was told dermstore.com is migrating from old system to a new system and to check back in 24-48 hours. Customer service cannot help me with my return because they cannot find my orders.
If the company is in progress of a system migration or a victim of the July 4th weekend ransomware attack, a public announcement should be made and posted on its website. Any good company has the professionalism with proper communication with customers. Something doesn't seem right with Dermstore.

They are impossible to get ahold of, when you get someone on the phone they have NO IDEA what they are doing. Making a return with them has to be harder then going to space! I will never buy from them again, I got sucked in with their discount codes, but I'll stick with Sephora or Skinceuticals directly. NEVER AGAIN.

I absolutly love nars orgasm bkush im new to this review thingy it says blush so im hoping that i can just pick any blush that i like... but its a world favorite to alot bc it so flattering on so many peoples skin tones an it has a slight shim.er in it an its a peachy pinky color i love it with tons of looks its so beautiful! An stunning. Its an everyday wear blush!

Trying to return the "free return" which is now going to cost money because they left out the words "free with store credit." Trying to get help because the label will not print - no print option - and I've been waiting 20 minutes for someone to help me.

I will NEVER BUY HERE AGAIN.

SUCK NET! WORST SERVICE EVER! I use online shopping everyday, this is the worst service i experienced! I placed an order of Clarisonic for ONE MONTH and called THREE times for the customer service. Every time they told me I would get it in next week! BUT they cancelled my order WITHOUT telling me after 40 DAYS! I waited it for ONE MONTH! Because of this I missed the better deal on other store and I haven't got it! NEVER BE BACK! SUGGESTION FOR OTHER CUSTOMERS! STAY AWAY FROM THIS STORE!

I ordered a product on phone on Friday. They were offering 2-day free shipping. I was told that the product should arrive by Wednesday next week. I waited past Thursday, but no package. I sent email on Friday evening requesting its status, since the office closes at 6:00 PM and the web site says that they check email 24/7 and reply within 12 hours. Waited until Sunday but no reply nor package and I sent another email. On Monday morning, I called the customer service. She told me that there was a problem and the product was not shipped until Wednesday. I asked why nobody called me nor emailed me with this problem or delay. She did not answer my question. But told me that I should receive the package by Tuesday. What happeded to 2 day shipping? Wednesday morning I received email. It said "there was no delay" with shipping since they require 48 hours of work day to ship product. It took 11 days to receive the product and no explanation why and "What happened to 2-day shipping? " Bad customer service. I will not shop at this website!

I returned an order Aug 10 as instructed. Got a confirming email that USPS had accepted the package. I checked EASY RETURNS link today to check the status of my returned order. I saw that the order had been returned and it indicated that "NO ADJUSTMENT" was being made? I had to call Customer Service again to get my credit! I shouldn't have to call! It should be automatic!

After getting a 'your order is delayed' email, I contacted them about my order but no one seems to know where is it or when will i get it. So frustrating

I have been ordering from Dermstore for a over a year. They definitely deserve 5 stars! Selection of products and prices are great! Love the free shipping and the free gift!

I am a former Dermstore customer and like others, I will no longer purchase from them. When I try to bring up issues to their customer service staff, they are defensive.
I experienced the following on 3 different occasions:
- my packaged accidentally got shipped to Guam and took 8 weeks to reach me
- an expensive serum ($166 in a glass bottle) was packaged in a box without any padding and without any tape on the outside, so it arrived partially ripped open from the product banging around on the inside and the box was falling open on the bottom. Stopped ordering that product from them after that one.
- an order with multiple items shipped, but one item took 4 weeks to arrive. After 3 emails saying it was on the way, I called customer service and they said it was in stock, they just "forgot to send it". They were polite in the interaction, but after many issues, along with a 'survey' of our customer service where the response was quite defensive from them about the issues I've had, I decided that it wasn't worth the trouble and I didn't trust them.

I recently purchased a few items from Dermstore, including a T3 hairdryer, a deep conditioner and a toner. When I received my products, I checked the deep conditioner first. I noticed that the seal on the product was broken and it was only 1/3 full. I thought perhaps someone accidentally twisted it and it was supposed to be like that. Next, I opened my T3 hairdryer... I've never been so shocked or disgusted in my life. First of all, the hairdryer was not in any sort of packaging inside the box, it was just thrown in there with some of the parts. Second of all, it had hairs stuck to the back and side of the hairdryer, and there was a lot of build up on the handle. My last hairdryer of 5 years didn't even look like this! I didn't even bother checking the toner that I had purchased, and threw everything back in the shipping box. I can't believe such a company would allow for something like this to happen. Now I have to deal with the nightmare of shipping all this back and waiting around for them to receive this before getting a refund, even though they were QUICK to charge my card for purchase. Be sure to thoroughly check each product that you purchase from this site, or just not purchase anything from here at all.

Do not buy from here. Misleading customer service support, items are not delivered in time and they don't help you out. They don't care about customers.

NEVER order from this deceiving company. Please bring business to other companies whom deserve your money. The entire website is littered with advertisements of free returns; I am a pretty careful buyer and wouldn't have ordered something is there wasn't free returns. As I am trying to return my purchase, they informed me that if I wanted my money returned to me, I would have to pay for the return shipping. It says this is very small print in parenthesis on their return policy page. This is EXTREMELY SNEAKY AND DECEIVING THE CUSTOMER! When I kindly explained the situation as asked if there was anything they could do for me since I spent over $300, all representatives were extremely rude and even threatening. STAY AWAY!

There was a missing item in my shipment! This was very disappointing for my "first" order with DERMSTORE! I didnt receive a phone call nor an email regarding this error. When I call the customer service the girl told me that the item is "out of stock" and only can do a refund at this point! First of all, there should not be a missing item in the shipment. Second, if it was "OUT OF STOCK" someone should have communicated with the matter NOT take the money and wait until the customer call to complain! This is an "ONLINE STORE" where they should take responsibility with issues such issues. Dermstore is an online store does not have integrity NOR take their customer seriously!

I saved so much money when I come in here! Everything is only a dollar a piece. The staff makes it easy to find everything I need for dinner and that makes me a happy camper.

My first time ordering from this fraudulent online store. I ordered one item from this store and order 2-day express shipping. Never received product, despite UPS claiming a "no-signature-needed" delivery. My home has video surveillance. No UPS showed that day. I called, chatted online and emailed Dermstore. The representatives were rude and said there would be an investigation and the "tracer" would take 7 days to let me know status. No apology from them! Didn't even offer to send me another package. What store treats its customers so poorly? Never experienced such poor service from any store before, online or in person. So I informed Dermstore I will never order from them again and will discourage my friends and colleagues from patroning them. Two weeks later, still no package. I didn't hear a word from Dermstore. So I alerted my credit card which refunded my account back for my Dermstore purchase. Dermstore then emails me a nasty message that they discovered I asked for charge-back from my credit card and I would not be getting a reshipment and cannot order from them again. Crazy, disrespectful store with horrendous customer service. NEVER BUY FROM THEM. Go with Amazon Prime. You get your packages with next-day delivery! Prompt and courteous Guaranteed next-day delivery/customer service or they give you a discount or cash-back! And prices are about the same or less.

I've been trying for over a year now to have someone credit my points to my account. No reply, no help. They literally have stolen money from me. Scammers.

I ordered a Skinceuticals Gift set on November 30,2020. When there was no email notification from Dermstore that the order was shipped I called customer service and spoke to Heather. She said "that gift set is no longer available, would you like me to cancel the order"? Of course I said yes and she put me on hold to cancel the order and came back to tell me it was cancelled and then I ordered the products from another company! I was surprised to get an email on December 11,2020 that my order from Dermstore was Shipped and my credit card charged. When I called customer service they said it was back in stock and the shipping overrode the cancellation. You must have alot of unhappy customers with this happening! Now I have to wait until I receive the order to ship it back and get my money back! Especially unhappy that I have to go to the main post office to get a receipt that I sent it back! Making matters worse it took 14 days to arrive on December 24,2020! Then when I mailed it back it took 13 days to arrive back to them. I can see from their shipping label that they use the cheapest USPS shipping there is and it wouldn't even pull up tracking. I finally got my money back the middle of January 2021! I don't know how a company like this stays in business, they really have a problem with their shipping! I ordered the products from Skinceuticals directly and they came UPS in 3 days. I would never order from this company again! Check out all the bad reviews on the Better Business website!

Total scam. I ordered products on 11/14/19. I received no shipping notification. I then called 11/29/19 to see the status on the order and they said it was lost at warehouse. They then re-ordered the products. Same thing happened. I call again to see when it would ship - they cannot give me a status on when it will ship. I then asked to cancel my order and they said they cannot and will not cancel my order...

I called six times customer service throughout the past 2 weeks and now have filed a complaint dispute through my credit card company to get my money back (hopefully). In the process I was lied to by customer service. Here are the lies I was told. I was told one day when I called that my package would arrive by 8pm the same day. She said that just to get my off the phone. There was no tracking number. I was also told at some point the package was delivered, and I asked what day that was, and they said it was the next day after I ordered it. Ha ha ha. That would be remarkable. ;) There was no tracking number associated with said "shipping." And if it had shipped, why would they reissue the order and say it was lost in the warehouse?

I ordered $291 worth of products on 11/14/19 and it is now 12/5/19 and no indication of shipping any time soon.

Do not buy from this company. Total scam and employee actually tell lies to you. LOL!