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, Dermstore 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.

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. Dermstore 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!

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 Dermstore 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.

Horrible indeed! This company does not deserve any star at all! I placed an order late last night, clicked on complete an order and an offer popped up, I accidentally clicked on it and now that offer is part of my order. I emailed them right away to cancel that add on order but no response. So I decided to call them early this morning, I was told by 2 representatives that Dermstore cannot cancel that add on order as they have no control to modify an order. Either option given is only beneficial to them, not to the customer: if you do not want to pay for the shipping back, they will give you in store credit but if you want a full refund, you have to pay for the shipping back.

This statement on this website is not even true, I tried it but there wasn't any "Would you like to change this order?" link. And cancel link. How great is that? This company is all about keeping their customer's money, once you order, there is no way out. It's a TRAP!

How can I cancel my order?

If your order has not yet shipped, you may cancel your order by logging into your account.

Once you have logged in, go to "Order History" then click the "Would you like to change this order?" link. You'll be directed to a page that presents a summary of your order. Simply click the "cancel" link at the bottom of the page and your order will be immediately canceled. A refund is not necessary as DermStore does not charge your credit card until your order is actually shipped.

I actually never placed the order. When I was putting things in my shopping cart, I was under the impression that I was going to get 15% off my entire order because I had filled out a survey. But, the 15% was only if I was going to buy the same product that I bought before (which I would not as I was dissatisfied with the product).

When I found that out (I had called them because I though their site was malfunctioning by not accepting my 15% off code) I minimized my shopping cart and sort of forgot about it. A few hours later, my computer had a pop up that said I needed to update some software, so I did so and that required me to restart my computer. I never actually finalized my order and was on the fence about it because I wasn't getting the 15% off. I was going to look around to see if I could find the things I needed for a better price.

I never received an email from Dermstore saying that Dermstore processed my order. A few days later, the order just CAME on it's own and on the same day, later, I got a tracking number from Dermstore saying my order had been processed and was ready to ship and they gave me a shipping number, BUT THE PRODUCT WAS ALREADY HERE!

They charged my credit card and even though it is products that I would use, I do not think I will order from them again because they will just send you anything they want to without you getting a chance to confirm with them.

I thought the company was fine for my first two orders, then for my third order Dermstore didn't package it correctly so I received it with one of my shampoo products broken and spilled all over everything else. Even the box was really damaged from the inside because of the liquid. I called Dermstore and spoke with someone who sounded completely uninterested in her job, and she told me they would send me a replacement shampoo. I explained that everything in the box was damaged and asked if I could send it all back for replacement since it was all part of a baby shower gift so I wanted it in good condition. She said no. I asked to speak with her supervisor and she put me on hold for 15 minutes, then came back and said they normally only replace the damaged item but they would replace them all for me as a courtesy. She was incredibly rude the entire time and I thanked her for replacing the items, but explained that they WERE all damaged from the burst bottle of shampoo, so they were not doing me any courtesy... somebody there packaged it wrong and it spilled and damaged everything else, and they should fix that without complaint, not make the customer feel as if they did something wrong. I will never be buying from them again.

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. Dermstore 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!

Made an online order which was taking a long time to be sent, this order had a 20% off coupon. Checked some days after and noticed some items were out of stock. Cancelled those items so that the rest would be sent asap, but noticed that my 20% off coupon was removed... So I cancelled the whole order online and made a different one with a 15% coupon. I didn't want to do any of this online but on the phone. However, I waited for 30 minutes only to be hanged up. I waited for another 15 minutes afterwards but got tired of waiting on the phone, so I cancelled the order online.
Two days after I cancelled I noticed that the first order shipped! And of course, my credit card was charged. I made two attempts to reach them via phone and someone finally picked up. This customer service representative flat out told me that she didn't see any attempt on my side to cancel the order online and there was nothing she could do to cancel it since it had already shipped. After "rechecking" she said she found a way to cancel the order. A little later that afternoon I noticed that the order was still marked as completed and not cancelled like she said, so I made another call. This time I was helped by someone else who told me that the order couldn't have been cancelled since it had already shipped. I told her what happened earlier and she asked me for the previous customer service representative's name. She put me on hold and went to talk to her. After a while she returned and said that the other customer service representative had told her that she told me that I should handle the cancel myself (what?). Not only was she flat out rude but also lied about our previous call. Jeez.
Anyways, this new customer service rep told me that she would sent me a prepaid shipping label to return the items once Dermstore got to me...
About a week later I noticed that the new order hadn't been shipped so I went online to look it up and it said that it was cancelled (!). So what the first customer service rep did was cancel my new order! This is the most incompetent and ill-mannered customer service representative I have ever had to deal with. I decided to get the items from Amazon instead.
Oh, did I mention I also try to reach them via e-mail? They took 2 weeks to reply to me that "They were very busy assisting other customers, we will try to get back to you as soon as possible".
I have since gotten the package and dropped it at USPS but I'm upset that I now have to track the package, make sure it gets to their return center and make sure I get my refund...

I ordered the Harry Josh hair dryer and also the hair straightener back in mid-May because the hairdryer was on sale and decided why not also splurge on the straightener too. When I ordered, the confirmation email announced that it would take 1-3 weeks to come back into stock and ship so I patiently waited until late June. I had already received the hairdryer and decided to call to check on the status of the hair straightener, I was told it would come back into stock in early-mid July and would be shipped to me as soon as it came back into stock. Again, I waited patiently until the end of July when I decided to call again. It seems Dermstore had lost track of my order. The individual from Customer Service who answered my call informed me the hair straightener was in stock and she would put in an order for it to be rush delivered to me and I would receive a confirmation email within the next 24 hours. Two days later, no email informing me the item had been shipped, I called again to request to cancel the order and receive a refund for the straightener. I was told I'd receive an email within the next few minutes. I did not. It wasn't until my last call that I received confirmation that I would be receiving a refund within the next 4-8 days. Now finally, almost three months later, no hairdryer but the issue is finally settled unless they forget again of course.

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 Dermstore 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.

I've been a customer of Dermstore for about four years. I've found some helpful products - some a bit more expensive than usual, but I try to manage my fairly regular purchases carefully. Recently the site went through a redesign; I had trouble finding my points and a couple other things I'm used to seeing. I went forward with a purchase anyway without using points - even though I wanted to use them. Next time I logged in to make a purchase, I was curious about the points so I looked for them first. Relieved to find them, I used the amount I intended to use for my purchase -- then went to look for my product (which coincidentally was being promoted in one of their email campaigns), and it was out of stock. First, I'm kind of surprised that the product being promoted would be out of stock; second, when I explained my experience and frustration -- and asked for my points to be added back to my account, I was told Dermstore couldn't do this. I can understand if I'd done this kind of thing on a regular basis or truly changed my mind about a purchase. But neither of these apply. I was ready to buy. I am disappointed and believe this is an opportunity to make a regular customer even more ready to come back. Instead they've diminished my interest. I may be headed elsewhere.

This company's motto must be that the customer is always wrong. From unreasonable order processing times (items in stock not shipping out for 3 weeks; backordered items with an estimation of 1-3 weeks taking 7 (yes SEVEN) weeks to arrive, to promised free gift promotions that were ignored because of the amount of time it took for THEM to process and ship an order (I'm talking an $85 free gift here that I got screwed out of because Dermstore claim it's "while supplies last" which to me is borderline fraud and false advertising at the very least - The item was even included in my emailed receipt but their records "do not indicate that it applied to my order." Total BS. Their website also only apparently works from a desk top or with Google chrome, so as an Apple user I was told I was SOL if I wanted to be able to log in unless I downloaded a browser I didnt even have. I was also signed up for an auto ship subscription that I did not actually sign up for and that didn't even show up in my accounts subscription section until the last minute when they tried to Bill me the $150 for it. Luckily I had removed my card on file before that happened, and then magically there it was, showing up in my subscription and pending order section. Guess I should have been using chrome all along. Oh and speaking of billing, if you order something and it takes them 3 weeks to ship it, the charge will authorize in your account and then disappear and then suddenly reappear (3 weeks later) without warning. Not even an email to let me know I was being charged $167 the week before Christmas. Awesome. Their way of dealing with you to shut you up is to offer you points towards future purchases, which only lead to further headaches in my experience. I have never complained to a company or about a company like this in my life. But it has legitimately been one thing after another and I am disgusted. Especially with how much money they must be raking in. Shame on them all. Everything about this company sucks. Order from them if you want ridiculous processing times (which they will then blame on usps, which doesn't even make sense since it takes them so much time just to process and fulfill an order, and if you then have an issue, heaven help you. Because customer service won't.

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 Dermstore 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.

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 Dermstore 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.

Recently tried Dermstore on a friends recommendation. It's been the worst experience I've had with an online store. This is the first time I've gone out of my way to write a review about an online merchant because I believe people should know how challenging it has been to work with this store. I'll briefly outline the concerns
4 weeks later, do not have my products, was hoping to receive them before Christmas so ordered in November.
3 weeks into the order, could not access my account settings to cancel
3 weeks into the order, could not contact anyone by phone. Waited 20 minutes on several attempts
3 weeks into the order, emailed store. Dermstore replied with 'we're very busy, someone will reply eventually.'
3 weeks into the order, supposedly they mailed package, unable to track as USPS never received the order.
4 weeks into the order, they NEVER replied
4 weeks into the order, filed complaint with PayPal. They finally reply but can do nothing to help except wait to see if I receive the package in several weeks. It's Christmas, I don't have several weeks!
It was have been great if they had at least sent me an email at the beginning of December that they would not arrive until AFTER Christmas. However, all they said was that it may be slightly delayed. That's understandable, except that 100% of other vendors I ordered from during this time actually sent their orders.

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 Dermstore 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.

I ordered a product on phone on Friday. Dermstore 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 rarely ever write reviews but I was so disappointed with their customer service that I felt the need to warn prospective customers. I've been a long time Dermstore customer. Dermstore ship quickly and provide great promotional discounts from time to time. However, their 100% color match guarantee is useless. Their color match consultant told me to go to a department store to figure it out. DO NOT ever purchase concealors or foundations from Dermstore unless you know your exact color match. They do not provide exchanges. And if you return and repurchase a different color, they will NOT honor your original purchase price if you used a promotional code. The first customer representative I spoke to said she would note in my account to have the original purchase price with the promotional discount honored when I repurchased the concealor in a different color. When I called back to repurchase (had to wait for the return to be processed and the credit in the form of a virtual gift card emailed to me), I was told that it was never noted in my account and it's against their policy to honor the original promotional discount. If you don't know your exact color match, you are much better off purchasing at Sephora or other department stores that offer customer friendly exchange and return policies.

Let me start by saying I am NOT an employee of the derm store. My very first purchase was for Avene thermal water. Dermstore 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.