Dermstore

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 Dermstore 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.

This is the very WORST beauty company I have ever dealt with. Dermstore 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.

It is misleading and very annoying, after I spend the time gathering items inside my cart, to find out that most of them are full price. Dermstore is probably one of the worst from that standpoint,

It took over a month to receive the order but Dermstore 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'm a longtime customer of Dermstore and noticed on their website that if you are a new customer and/or visit the site for the first time you get better promo codes than longtime customers.

I kept ordering from them because Dermstore used to have free express (2-day) shipping and I could get products quickly without paying anything for shipping. Well, they quietly changed their shipping and now it's been several days since placing my last order and it's not even on its way yet. Will be looking for a new online site for skincare products.

Dermstore say they shipped on May 30 2012. This package was lost in shipment so they reshipped after 11 days. I received the reshipment then suddenly they are saying I received the lost package as part of their tracking. I never received the lost package. The bonehead I spole to on the phone with customer NO SERVICE tried to tell me I received it, then said Id have to check a parcel locker at the post office, then said it was delivered to my home. She kept giving me excuses on where to locate the package i didnt receive. I got no where nor did I get a reasonable answer from her. No tracking for this product is listed on their website and when I try to get access it only shows me my original reciept. Ill never order from this company as long as I live

Paid for 2-day shipping. It got shipped to an entirely different state. Billing and shipping were the same! Not sure how that happens. Called and Dermstore sounded annoyed to have to deal with it. Refunded me my order but not the shipping cost. The refund will process in 2-4 weeks. I'm sorry what!? So I just tied up my money with dermstore for absolutely nothing. It's 2019... Figure it out!

Put in an order, received confirmation and when i got the shipping tracking number it is being shipped to a different address. Called customer service and basically was told it happenss and could be a glitch in their system and for me to call my local post office to make the correction. Clearly their mistake but did nog offer to even try to put a note on the shipment or offer any other assistance. Once Dermstore get your money they don't care about good customer service.

The website says to Rate Your Shipping Experience? Are you kidding me. This shipping gets an F…It took 10 days to get from Jersey City New Jersey to Newark New Jersey. Now is going to Trenton. It's been going in circles!
Are you kidding me. This is horrible. I will never order from this store again! I will be reporting this to the Better Business Bureau! I will tell my family and friends not to order from Dermstore!. This is not acceptable. I put the order in on November 21,2020, today is December 15,2020 and I still have not received my order. This is the worse experience I ever had with an online company.

Dermstore has best branded products. I recently ordered a Moisturizer of SkinCeuticals, it is best for me. I have a dry skin, it worked well on me.

This website has the worst customer service and took a month and a half to return my money on one purchase, on another Dermstore are only giving me store credit on a 140 purchase. They cannot transfer you to a manager and will not resolve an issue

I used to order all of my skincare products from this store. About a month ago, I ordered several products, which for some reason took a month to arrived. Turns out that from the 5 items I purchased only 3 arrived (Dermstore never allowed me to cancel the order though I did request them to do so). When I was finally able to contact them, I realized that even though they said they did not sent 2 out of 5 products because they were out of stock. They still never credited me that extra back. When I told them, they Told me they sent me an email, stating they did not have those items in stock (email I never received) and because I never replied back they never credited me? Even knowing they would not be able to send those products at all! At the end, they never refund me the money at all. This store costumer service is really poor. Also, be warned. What happened to me was a scam! Do yourself a favor and don't purchase from these thieves. I know I never will.

Order on 10/14/2020 still no product. Calling bank to cancel pmt. Order no 45907716. Was told shipped on 10/1620020

Dermstore cannot get the orders out for christmas. Dermstore 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/

I've reached out to them for months to get a refund and Dermstore would say the same things over and over without resolving the issue. They deleted all my messages, I never got the products I ordered and my money is gone. They are horrible.

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

My issue was never with their products.
Their Processes…filling orders, shipping, customer service, conflict resolution are broken…
I finally got a refund not including tax. It took until the middle of August for a problem that began at the end of June. This after countless calls, waiting in a queue on the phone, no return phone calls (til the lend), email runarounds, no follow up on their end
The resolution process is extremely inefficient and convoluted. If I had not not FINALLY spoken to an individual who actually FOLLOWED UP… this would still not be resolved.
Their system of dealing with issues DOES NOT WORK.
Dermstore are going through changes and customer service is falling through the cracks.
Just beware

I bought a $500 face product from this site, Dermstore sent me the wrong item so I returned it. I DID THIS BACK IN JUNE and they STILL have not refunded me my money even though I have:
1. Proof they received the product,
2. Have notified them multiple times with this proof and proof of purchase.

I have sent over 30 messages to them, contacted them on the phone, and through their chat. They have given me 5 different confirmations (some in writing) that they would refund me immediately. They keep telling me to wait 7-10 days and if it doesn't go through to contact them again. When it inevitably doesn't, I do contact them and they have to start the investigation over again. Each time I message them, they close the issue as "completed," obviously not investigating still.

This isn't a small amount of money, at this point, I have spent HOURS trying to get the money back. Writing this message I want to cry because the experience has been so stressful. DO NOT BUY FROM THESE PEOPLE. They have horrible customer service and I don't want anyone going through the stress that I have during these hard times.

I bought almost $200 worth of product on the 1st of April and still have not received a message back about the lost package. So I tried again and paid extra for two day shipping but it is coming 6 days later! Customer service is slow and terrible, and the money is not worth it. I ordered directly from the companies and received my packed in 2 days without having to pay extra.

I ordered two of the same items and over a week later Dermstore hadn't shipped yet. When I decided to reach out and speak with customer service (had to message since they don't answer phones) they told me the items were "out of stock" and said nothing else. There was no attempt to remedy the situation by customer service. Nowhere on the website does it state "out of stock" and they are still currently selling these items as "in stock". It's wrong to sell items that you don't have and not even let the customer know until they reach out to you. The fact that you sell out of stock items, your chat never works and that you place people on hold for 30+ minutes shows how horrendous your service actually is. I want a full refund for my purchase immediately and i highly suggest you start notifying customers the moment they order something that you don't have. This was my first time ordering through this company and I will never do it again.

Scammed me. Ordered on 12/21 with promised delivery before 12/25. Paid way extra for expedited shipping. It is now 12/28 with no product. This was my gf's Christmas gift. No customer service. Unable to get a refund. What kind of business promised delivery by Christmas Eve in their FAQs and not only miss the mark but miss it by a mile? It's been more than a week! Why did I pay for 2day delivery?

Wish I had read the reviews before purchasing from this store. Dermstore charged an additional item to my order without my consent! I called customer service, and if I want a full refund, I either have to pay for shipping of the item I want to return (the item I did not order) or get store credit. I will return both items and pay the shipping charge. I would rather pay a few dollars for shipping and return the items for a full refund, than support a store that obviously, by all the negative reviews, has shady business practices, right? What kind of business adds a product to someone's order without their permission and will not offer a full refund/charge for shipping. I will keep an eye on my credit card to make sure they issue a full refund and I will update this review when I get the refund.

Wrote review and immediately after wife went in hospital. Got reply from derm store and wasn't able to respond yet. No Dermstore 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.

So I emailed the dermstore with a concern asking if their derma rollers had real needles or if Dermstore were wheels with spikes on the ends. For anyone who is interested, they aren't real needles. And I asked about their return policies. Their site says they reply within 24 to 48 hours. This woman replied with a copy and paste answer about what a derma roller does a week later. Never addressed my concern about them having real needles never addressed anything about returns and even got the information wrong about what the derms roller metal was actually made out of. I was within the return window and I hadn't even opened the box at that point. I think they are a scam and would advice everyone to not shop here. You will lose money and they won't address concerns when asked. They will completely ignore you and think a copy and paste answer is sufficient. I doubt my email was even read.

I placed an order due to some of the shop's interior problems my order was cancelled. I paid through paypal so in order to get my money back I needed a confirmation from them that my order had been cancelled. I called but nb answered, I sent emails Dermstore just ignored them, I tried to reach them through their site but the answer I got: it's your problems not ours, wait for 30 days and it'll be unblocked automatically. That's all. All my further emails have been ignored, they don't answer.The person from the support on their site is rude and answered very rudely.It's really a horrible shop with horrible people working there.Don't waste your time and money on them, spend it somewhere else.

Dermstore messed up my order, said he it was in stock, then three days after I ordered it they said it wasn't. I called customer service and they were clearly not interested in doing their job, made it clear they didn't care about me or my ordered. I submitted an online complaint about the rude customer service. They sent a reply they would review my email and get back to me. Next email said my complaint had been closed and since it had been more than 30 days I would have to submit a new one. It had only been two days and I never heard anything from anyone and still don't have my order. They are horrible, go somewhere else!

Ordered a sunscreen form them. It helps my skin form getting harmful rays and also keeps the skin hydrated. Its like a shield for a sun.

It is very likely that my debit card data was stolen from this companies database. I receivced a fraudlant charge that appeared to be from them or an affiliate. The phone number related to the charge was a fake Verizon cell phone. I sent Dermstore a message via live chat and also took the time to call them to explain. Dermstore told me that is it impossible that anyone could get access to their system. LOL. You be the judge of that. Even big companies can be hacked. Nevertheless, I will not be ordering from Dermstore again since they would not recognize my situation. Just excuses from them.

I ordered a product. Dermstore 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.

Do NOT order from this store; Dermstore are incompetent and rude. My recent order with Dermstore was cancelled without my knowledge and without notifying me. I spend $1200-$1500 per year with them; more in the past few years and was surprised when I called them and I was told there was a mix up 4 years ago; their records indicated I returned some product, received my credit, but they never received the product back. Or so their records showed. I was essentially called a liar and a thief. After some discussion, and 45 minutes later, I got through to a supervisor, I was then told this was an error, she apologized profusely, but the damage has been done. Never again.