Dermstore

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

Beware of this merchant. Dermstore take your money and stall on delivery. Lost me first package. Made me wait extended time before they reshipped. Then promised me 2 day shipping for the inconvenience, that was a week ago. This business sucks!

This is absolutely the worst online company I have ever dealt with. I order from them a week (7 business days) ago, the product still hasn't even been pulled, yet unable to cancel because a label was created for a product that is still sitting on the shelves. Absolutely would not recommend this company.

Customer service does not respond to questions nor does it deliver on its customer service promises that Dermstore make. They offer a program called Dermstore Rewards and nowhere on the site or from customer chats can they tell you how to use the dollars you have redemmed. Very disappointed in this site... am thinking about stopping using it.

After creating me problems with a return which I had to involve my bank with, Dermstore 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!

The products are fine but if you find yourself in a situation where you want a refund, you're out of luck. On top of that, I ordered some mascara three months ago and out of the blue Dermstore send me an email that they had processed my order for mascara, that I had not placed. I was lied to on the phone and told it had shipped and there was nothing I could do but wait until I received it and return it. Seven days later, the charges was still "processing" so I could not dispute it with my bank. I called Dermstore back and was told the shipment had been canceled the day I called (7 days ago) but they were still holding on to my money. They could not say when they would release the hold. I will never purchase from them again. They could release the hold if they wanted to, but they make a lot of money doing this to people. The interest adds up.

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.

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.

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.

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.

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!

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.

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.

ABSOLUTELY AWFUL LIKE ZERO CUSTOMER SERVICE. YOU WILL CALL THEM AND Dermstore HANG UP ON YOU AND/OR ANSWER AND HANG UP. When you place an order & pay for two day shipping they take your money and they dont send via two day they take teh $$ and send out a week if not longer. THEN when you receive the product it is all busted up and opened already! Used producy for top dollar>? NO THANK YOU
GO to SEPHORA OR ULTA OR NORDSTROM RACK OR TJMAXX... DONT WASTE YOUR TIME & MONEY

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 367624483.

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

Placed order three weeks ago, Dermstore immediately said it was shipped and billed my credit card. Numerous requests all end with they're "so sorry and are looking into it and will get back in 24-48 hours". I have requested them to cancel the order and post a credit with no action. I will file a dispute with my credit card company indicating that I believe they have turned into a scam site. Having been in the credit card business in a prior life I'm sure it will set off some alarms as they don't want to get left holding the bag.

AVOID THESE GUYS AT ALL COSTS!

I ordered my product of $236,64 since December 10th 2021 and I never received, I sent several messages in the customer service page and several callings with exhaustive long waiting, I canceled the order and I requested my refund, I was awaiting two weeks and never appeared back in my account. I disputed the transaction in my financial institution and I'm hoping this way the Dermstore complete the refund. After that, the Dermstore surprisingly deleted my account … of course I have register of everything that happened. The facts shows the lack of honesty and care with the customer, the customer service is awful. Definetly I NEVER gonna buy nothing from this web site. Be careful!

I have had a terrible experience with Dermstore. I cancelled a subscription for an item in in October and then was charged again in December (a higher price mind you) and I had to cancel that subscription. I have documentation that I canceled two subscriptions for the same item. When I called customer service (three times as phone line constantly was cutting off -not due to my part) to return the item, the representative wanted me to return the item and if I was charged shipping, Dermstore would pay me back. I asked why they couldn't just send me a prepaid label in which I got no answer. I plan to take my business elsewhere.

Dermstore used to have better shipping but now everything takes two weeks or longer. It makes it worse because the tracking information is useless and doesn't update. Their customer service is no help and rude! Done shopping with them and will give my business elsewhere from now on. This has happened too many times for it to be considered a fluke.

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 just called customer service, I dont even know how many days i will need to wait Dermstore ship out the correct item no offense, I will not recommend this website to my friends, cause they will not solve the mistakes they made, just let you keep waiting long time, and I dont know will they ship correct item or wrong item again

Shady
Don't order from them
Don't care about their customers
I purchased $175 wort of product to get a gift worth $188 it was so unclear when I clicked on one more option which was I thought was an additional gift which was worth $37
Dermstore didn't give me my gift that was$188
I purchased from them several times before
Rude customer service
Purchase your products from manufacturer website
Total BS

I'm am running circles around this order that I paid express for. Could you please tell me the address of which post office my $655 order is at. I'm very unhappy with the service I've received and I want this solved with a specific answer. I ordered the products on July 1st and it got delivered (maybe) on the 17th. I had to call dermstore, which didn't recognise the order but charged me for the products and told me to contact my bank.

Hands down the most difficult and absolutely without a doubt the worst customer experience I've ever had. Will take my business elsewhere from now on.

The person on the phone literally yelled at me when I do not understand why I need to pay for shipping fee when I need to return EXPIRED products Dermstore sent to me. WTH!

Dermstore are a bunch of liars and their customer service reps are so rude. I ordered 350$ worth of products on 11/28, as per their website it was delivered to me on morning of 12/05/2019 but i received nothing. Called them twice explaining my situation and cust. Service rep. Kept saying to wait for 24-48 hours. Eventually they hung up on me so I put it in dispute with my credit card company. Save yourself this trouble and avoid this company/ They lure you into buying by offering more discount than other companies.

Dermstore charged my credit card $40.64 in September. There is no order number and Dermstore won't acknowledge their error. They have yet to resolve this after many attempts. They promise to help but never follow through. They ask for the same information over and over. I loved their products, especially Beauty Fix boxes but will not order from them again.

I have been trying to get a refund for an unused item I returned in January. It's now August. I've been told multiple times that the item was refunded and to expect it to appear in my account in 3-5 days. The first Customer Service rep I spoke with today hung up on me. I've now been put on a "3-minute hold" with the second CS rep and 25 minutes later am still holding. I finally hung up and I am now holding (25 minutes) to talk to CS Rep #3. This is typical of the Customer Service. The good thing about Dermstore is the sales (thus the one star) and if a product doesn't work out for you, you can usually get a refund. The bad news is you may have to spend untold hours or months trying to actually receive it.

I should have learned from the first purchase. This time email is no longer in service for the company. Website doesn't work on tablets. First time I called I had to leave a msg. Second time I called, the person was useless in problem solving. Tracking states it is being delivered today... in another State.
Never again.

I ordered an 8 piece Obagi skincare set. Total cost was $469.73. One of the bottles had a defective pump. I contacted customer service and Dermstore set up a return (for that single bottle). I sent it back and they promptly sent a replacement. I used for about 3 weeks and it didn't meet my expectations. I had to return it (which was a pain to try to do from their website and I ended up having to CALL customer service to initiate the return.) SO, they said it wasn't a problem, since I was well within the 30 day refund window. WELL, I got my refund. They only refunded me $366.56! I sent an email to customer service and they said that they subtracted the cost of the replacement bottle that they had sent. SO, you mean that I pay for 8 pieces, have to exchange a defective bottle, and RETURN 8 pieces, and they charge me for the replacement? So, I'm having to pay for a bottle TWICE that was returned? I will NEVER purchase from this company again. I've also filed a claim through paypal. SHADY COMPANY.

There are a lot of fake reviews on ReviewFeeder, and one of the ways to spot them is that Dermstore are posted by someone with no other reviews, and they post at the same time as a slew of similar one-star or five-star reviews. So I look at the run of one-star reviews here and I wonder whether the competition (in particular the company with a very similar name to DermStore's) is submitting fake, negative reviews. Just something to keep in mind.

I've been ordering from DermStore since 2013 (back when they sold on Amazon!) and although I did have a few order issues with them years ago (I just checked my archived emails to confirm this), they always made things right without fighting me on anything. In the last few years I had been alternating between this company and the similarly named SkinStore, depending on which had special offers on my products. But since that other (awful) company has morphed into the business from hell, all of my orders will now go to Dermstore. They are a fully owned subsidiary of Target, so you know you have a solid, reliable corporation behind the name. This is not, unlike that other (awful) business, some dodgy overseas warehouse operating on a collective web platform, with no real corporate offices. Dermstore's very real corporate headquarters is in Los Angeles, California. They are an authorized retailer for some of the brands sold by med spas and dermatologists' offices (like SkinCeuticals, for instance), but unlike the med spa I frequent DermStore occasionally runs specials on my product lines. Even better, I get money back by going through the Ebates portal. I consider this a safe and reliable place to buy my cosmetic supplies.