Dermstore

I bought a box a month ago that I have still not received. One employee I spoke to gave me a full refund because it was "beyond the shipment time frame" and told me I should receive my order by last weekend. However, I still have not received the order and the customer service "supervisor" Kathryn E. Is telling me I have to repurchase the order with no confirmation that the next purchase will be better. I spoke to her for 30+ minutes on chat and the only thing she did was give me around 1,000 points... Keep in mind the original guy I spoke to gave me a refund, and this Kathryn lady is telling me to repurchase the box. So basically, they did nothing about shipment being lost except for give me 'points'.
She then proceeded to cut me off 3 times in order to close out our chat. As I was still typing she exited and told me that she could no longer help me and that our conversation was going nowhere...

The most rude customer service I've ever dealt with! They are not here to appease their consumers rather they are there to just make money. DO NOT PURCHASE FROM THIS SITE AS THEY WILL DO NOTHING TO HELP YOU IF SOMETHING GOES WRONG. And it is likely that something will go wrong.

I have shopped from dermstore for many years but after my last experience I will NEVER shop from them again. I purchased an expensive retinol product, it was left out on the heat by the delivery carrier for 10+ hours in 85 degree heat. This however, I did not blame dermstore for- I called customer service and explained the situation, they very nicely sent me a return label and said they would exchange the product once it arrived. Before shipping out the product, I examined it and found a dot on the bottom label (a slight "stain/mark" that is not part of the packaging) so that I would know if I received the same bottle back. I shipped out the package right away, shipping took over a week and on 6/11 it stated "picked up and processed by agent". I gave it another 5 days before calling CS. They stated it was received and would be processed in a day or so. 2 days later, I called CS again- they NOW state the package is still in transit and not received by their warehouse yet. 2 days later, I called again and expressed my frustration at being told different things by different agents, and also the fact that almost 3 weeks has elapsed. The agent says they received the return and offered me a gift card and told me to use that to repurchase the item. She explicitly stated I would receive a brand new item using this method and not the same bottle I returned. 1 week later, I receive my product and it is the EXACT bottle I returned (with the mark on the bottom) in a newer looking box. I believe they took so long processing my order because they wanted to ensure I received the same item I returned because they had agreed it was "damaged by the heat". Never again

Let me start by saying I am NOT an employee of the derm store. My very first purchase was for Avene thermal water. They were having a promo for an extra great gift so I thought i would give them a try. My order arrived in 3 days. My thermal water was sealed(which I love) and I received a lip gloss and a $27.00 bottle hair spray as a gift. How great is that! I checked my receipt to make sure I didnt pay for it. The thermal water was cheaper than the hair spray gift.
My second purchase with them I ordered 2 items. I paid for both items and 1 item was suppose to back ordered. But 3 days later both items showed up. I was suppose to receive an extra special gift again. This time I received another lip gloss and a few samples. No extra big bottle of hair spray this time :(. . I assume the big bottle of hair spray was a way to hook me in. Since I was a first time customer. It worked! Overall my favorite store to order from is Nordstroms. But for products like Avene that nordys doesnt carry. I would repurchase again from Derm Store.

I have spent a lot of money with Dermstore over the years. Something has happened, worst customer service ever, worst shipping. I am done.

Really bad customer service. I placed an order for an item that was on backorder. The site let me know it would take 1-2 weeks until the item arrived at Dermstore. I was happy to wait because I had a coupon and got a good price on the item. A week later, I received an email saying Dermstore had canceled my order because it was still on backorder. I called and asked that they reinstate my order as I was fine waiting for the item. They said they wouldn't be able to do that as it was on backorder. I again said, that's ok, I'll wait. They said they couldn't reinstate the order until the item had a stock date. However, I could get back online and reorder the item (just couldn't use the same promo code as before, so not as good of a price). I asked if I reordered when the item was once again in stock, if they would honor the price/coupon I had used to place the original order. They said no. Really!? I don't think I've ever had a business say they wouldn't honor a price when the issue was on their end. Seems like a scam. If the price is too good, they conveniently find a way to not ship the order to you and cancel the order. Really terrible. I'll be taking my business elsewhere.

Do NOT order from Dermstore, and expect great customer service, fast shipping, or a good buy. I placed an order on Black Friday, and still didn't receive my order in time for Christmas! I received an email December 7th saying my order FINALLY shipped. What a lie. Even though my credit card was charged in full, my order NEVER shipped. After sending an email inquiry requesting a tracking number, or confirmation it shipped, I received DAILY 'automated' emails, explaining how they were so busy at this time of year, and IF the matter I was inquiring about was resolved, to 'cancel' the email inquiry. Not once did anyone from customer service even look at my email or respond. Finally the day AFTER Christmas, I received an email THANKING ME FOR MY NEW ORDER, and advising me that my credit card had been charged for $20 plus dollars more than previously. Seriously? I finally CALLED customer service. I requested to speak with a supervisor. The CS reps can't patch calls thru to a supervisor. No, they will take your phone number, and have customer service call you back! Surprise, surprise, that never happened! I would NEVER recommend Dermstore, and I would NEVER shop on their website again. The absolute WORST online shopping experience I have ever had! THE WORST!

DERMSTORE facebook page been hiding their comments from customers.
Stay away!

This is HOW YOU respond to complaint? Just by hiding it on FB so your other customers wouldn't see it? Very unprofessional, that you just DELETE or HIDE comments that are referring to the bad services you provide and just showing the good ones won't help, eventually ppl will go thru how unprofessionally you handle your business. No denial, Ive SEEN bad comments on your wall and they always tend to disappeared the next day, where did it go? Who deleted it? Who HIDE it? Very obvious.

Will see if this post will be hidden anytime soon, I will repost if you still decide to delete or hide. I don't agree how you do your business, I think you should let everyone of your customers see good AND bad comments/reviews, not just the good ones to promote your store. This is wrong and we have to right to listen what other ppl wants to say.

Stop posting Wonderbrow basically any ads from Dermstore on my fb, its not working and I won't buy again.
I unliked your page and I will not be returning to buy anything from Dermstore.

Ehhhh... I am not really happy with this website. I have had better experience before from other websites

I purchased a $600 Quasar unit from them, but had a $116 discount from a promo code. What I received was the 'baby' version, that sells for $300. I contacted them the day that I received it. They confirmed that it was their error, and would send me the original purchase. Based on my conversation with them, I no longer had any trust whatsover, that they would sent me what I paid for. So I returned the product for a refund. 2.5 months later, still no refund. So I called them yesterday, and was getting the same runaround, UNTIL I shared that I had purchased this product with my Capitol One credit card. All of a sudden they became more coorperative. Hmmmm. Even tho the Dermstore sent me a confirmation email of my refund, via crediting back the cc, it states that it can take up to 9 weeks for the refund to process. What? So I immediately called Capitol One. They ALWAYS have my back. Which means, that I will get my refund, because Capitol One will make sure of it. Thanks Capitol One. And I will NEVER EVER purchase ANTHING from Dermstore again. Buyer beware!

Do not buy anything from this store. Let my experience be one that you can benefit from. I was in the market for a new blow dryer. After reading numerous reviews, I decided on the Josh Harry Pro one and saw that Dermstore was offering it at a great sale price. I purchased the Josh Harry Pro blowdryer on 5/18/18. I have been using it 2-3x/wk. I noticed that it wasnt blowing out hot air as well as my Conair 1875 or my T3 featherweight travel hair dryer. I wanted to give it a chance but it continued to underperform. It took 2x as long to dry my hair. I do not have thick or thin hair but in between. After using it for almost 3 weeks, I was still dissatisfied. There were so many good reviews that I figured I may have gotten a lemon dryer. I contacted Dermstore customer service to exchange the lemon product but was told that I would have to pay $9.95 for their warranty, and then they will ship me a new dryer. WTH. Its only been 2 weeks! You sent me a lemon product and now I have to give you more money to send me a working one that should have been sent to me in the first place? Is this even legal? Fraudulent wouldnt you say? I asked to speak with the manager because this made no sense to me and was told by the CS named Candice that she will forward my request to a manager. I should hear back in 24 hours. They have a lot of managers so she couldnt tell me the name of the manager who will be contacting me, but yet, none was available to speak to me and that I would have to wait 24 hours for one to give me a call. This again makes no sense and a lot of run around.

I had the displeasure of trying to work with SEVERAL customer service representatives with Dermstore. I ordered a $450 product that says is usually shipped in 24 hours. I get a shipping confirmation two days after which I thought was great. I keep tracking the order and it has not been picked up by the carrier, a week goes by, still not picked up. I start by using the online chat, get reassured it would go out in 24 hours. 48 hours go by, still has not left the warehouse. I call after a few more days of it sitting there. Still promises of going out in 24 hours. I call the next day, I am assured the order will go out the next day and be expedited since I explained that I was leaving town and did not want it delivered to be sitting on my porch while I was away with a good chance it could be stolen. I had told the agent, if she could not make that happen then to cancel the order. She assured me she would and would call me back with the update. No call back from her so I call once again the following day (Friday) To be told it would go out after the weekend. At this point I have talked to someone everyday since Monday. Each time being told it would ship within 24-48 hours. I told the agent to cancel the order. She tells me she can put in the request but can't guarantee the warehouse will cancel it at this point. So now I have no idea if my order is canceled. I do not get email updates on my order status and most likely they will ship it and it will get stolen. Then I will need to deal with their horrible service again to fix another problem. So I am pretty sure I am going to be out $450 and will need to work with my credit card company. I would not recommend making big ticket purchases from this company. The right hand doesn't know what the left hand is doing.

Made an online order on the 7/18.
7/21 email stating order has been delayed.
7/24 email stating order has been delayed.

On the 28th I still had not received my order. I found zero customer service number online so I was forced to chat with someone. She said there was an issue with the currier service and she put in a ticket and if it didnt ship asap she would cancel and replace the order for me.

7/31 email stating 'We're incredibly sorry that the below items are delayed so significantly. We are doing everything we can to ensure you receive your items as quickly as possible. Please be assured we are handling this with a matter of urgency and will keep you informed of any updates."

The part saying they would keep me informed of any updates didn't sit right with me so I chatted with them again. Below is the exact conversation I had.

Hannah: "I see your order is reserved for stock, so when the items come back in stock your order will dispatch and you will receive an email regarding the dispatch and tracking number."

Me: "So you are allowing people to order stock you don't even have?"

Hannah: "It takes a moment for our storefront to update with our stock."

Me: "It has been two weeks! It still says online that you have it in stock."

Hannah: "Yes thank ou for letting us know. Stock changes and it is updating."

Me: "This has got to be the worst customer service I have experienced in a long time. Sounds like you dont have any idea when you will even get this in. Is that correct?"

Hannah: "We don't have a definite restock date, but estimate restock date is 2-3 weeks."

Me: So you are going to let this item stay on your website knowing good and well you dont have it and wont have any for weeks?"

Hannah: "The site takes time to update for stock."

I asked to speak to a manager or someone who could do something and she said there is no manager available for me to speak to. At this point I asked to cancel my order and receive a full refund. ZERO care. I know they cannot control inventory, but they don't give a rip. Not once did they offer me a discount on a future order or any type of credit to this order. No attempt to make it right.

HORRIBLE COMPANY! So disappointed.

Website is very buggy during checkout mainly, doesn't allow you to enter line 2 of your address. Because of this I emailed them to ensure my address would show correctly on the parcel, however what I received back was an email saying my order had been successfully cancelled, which I never requested?

I then placed a new order (as they had cancelled my first one) which I never received a confirmation email for, then today (a few days later) I get an email saying Dermstore has cancelled my order as they no longer ship to freight forwarding services - why should this be their concern?!

UPDATE 15/08/2016 - it has now been 9 & 10 days respectively since I placed the orders and Dermstore STILL have not cancelled the payment authorisations. Very frustrating as since they won't let me buy their products, I would like to purchase them elsewhere but can't because the money for both cancelled orders is still frozen in my account! I phoned PayPal to ask about this and PayPal told me that Dermstore needs to cancel the authorisation on their end. When I requested this Dermstore replied back saying that the authorisation should release by itself within 5-7 days... it has already been 9 days now and I'm just supposed to keep waiting for the authorisation to expire on its own because they won't make the effort to go in and cancel it? I am not happy at all and based on the service I received I can not recommend them.

Also I would just like to note that I went back to double check the "Shipping restrictions" section on the site and there is zero mention of not posting to freight forwarding addresses - maybe this should be updated to prevent wasting people's time like this

Product was never received, customer service is non responsive and non existent. Worst experience ever!

I spoke with 3 different people about canceling my order and was told someone would get back to me. My order was then shipped and still no answers. I next called customer service and was waiting on hold for 1.5 hrs then I heard someone pick up the call and sigh then it went silent and I stayed on the phone for another hour in silence. I took my card off their site / subscriptions ASAP. I THEN WAS CHARGED AND OTHER PRODUCTS WERE SENT TO ME. No one would help. I finally told them I was contacting BBB and I got some assistant which again was horrible. They didn't have my order numbers on my account(suspicious) and I was sent only one return slip with one order on it even though I was having to return 3 different orders. I mentioned that to them and of course I have not heard back. In the end I had to make the returns and take time out of my day for their complete and total lack of accountability and customer service. I was a customer for 2 years with subscriptions but obviously I am going else where. If I could give them -100 stars I would.

I have bought 2 bottle of lution, the prooduct is good, and shipping is faster than expected. Happy experience.

Even after reading all negative reviews I still gave it a shot. I order my products without any trouble on the website got free gift plus free shipping. After I ordered my goods atleast for 2 hours you do see option next to your order where you can edit or cancel it. Once its in fulfilment you can't make any changes. Shipping was suppose to be 2-3 biz days I waited and after 4 biz days try to track my order it was still showing in transit I contacted USPS thinking its there fault but they were not able to help. Than I called customer service good thing there was hardly 5 mins hold and got live agent faster after explaining her situation she advise me to wait for 1 week and if I still didn't recieve it than they will re-ship it. Ofcourse I am not going to wait for so long so I just hung up and called next day and spoke to another agent and her answer was " oh, it seems the package has lost in our warehouse in transit so I will go ahead and re-order it with 2days shipping and will waive the charges. I accpeted the offer. Next day I got the products delivered but it was the original 1st shipment. Seriously they don't update there shipment status and they are not aware about it. I checked products they were in good condition nicely packed got some free gifts so I was happy about that. Now I have to call them again and cancel that 2nd order orelse I am sure they will charge me. Overall I was not satisfied rather I get it from websites who are responsible and they know what's going on with the shipments.

I ordered from this company. They cancelled order but did not credit my credit card.
Do not deal with them.

I spend $200 and never received my stuff
I've contacted costumer service for 3 times and they did nothing!
Never order from them

You can get skincare from many better providers. As soon as they have your money, you are on your own. Their service is awful.

Overall, my experience with DermStore has just been OKAY. I was very impressed with my first order -- it arrived VERY fast and I was also given a discount coupon code for my next order. I've placed about 4 orders since then, the service hasn't been as great and the delivery gets slower each time. They advertise 1-3 day delivery but that is so NOT true! I placed an order last Tuesday evening that qualified for 1-3 day delivery and it is now the following Monday. According to the tracking number they gave, I will have my shipment tomorrow... which is clearly not the 1-3 days they promised. It's not even 1-3 BUSINESS DAYS, if you want to get technical! Furthermore, they give you these 15% off coupon codes to save money on your next order but when you try to use them, you find out that they aren't good for all products on the site. Unfortunately for me, I only use one skin care line and go figure, it's one of the most popular lines and it still doesn't qualify for their discounts -- so the coupons are completely useless to me. Such bologna! The customer service is also kind of slow. I emailed them a question on Thursday regarding my slow delivery and again, today is now Monday and still have not heard back. They said 24 hours, so?

Bottom line, there's nothing really setting DermStore apart from it's competitors, which is what I look for when doing business with new companies. After this shipment, I'll probably give SkinStore or SkinDirect a try for my future orders. I am just too disappointed with the fact that they promised my package would be here in 3 days and it's been exactly a WEEK. I turn my nose at false advertising and companies that don't do what they say they will. Ugh!

I bought lotion and face products and it’s great! I got lucky maybe? But the customer service was kind.

Very happy with the terms and delivery system of this store! The products are well packed and smoothly delivered.