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379 customer reviews of dermstore.com

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Bad experience but finally they respond.
I bought a Micellar Water, and the bottle arrived empty, the customer service is terrible, Dermstore said, they´re going to send another one and,... The bottle of micellar water arrived three weeks before.

I bought two things the other one arrived in good condition.

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Order hasn't shipped after three weeks of repeatedly contacting customer service.
Complete run around with customer service after trying to get an order shipped that was placed and charged over three weeks ago. Initially gave me a false tracking number. Now shows shipped AGAIN ON SITE with tracking tab but doesn't offer a tracking number to use. Same response on call in as emails. "We're checking with shipping, more info to follow, we're contacting shipping Dept, we've elevated your request." Then Dermstore mark the issue complete on my account like it's been resolved. It's just ridiculous. I've requested a credit and so far have not had a response.

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Complicated
Dermstore sent the wrong order then tell me they can't find me in their system, but have been billing and shipping for a year, I'm wondering if Dermstore is now run by someone else? China is buying up companies and they make it difficult to communicate so maybe thats what happened

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I used to love them but lately not so much.
I ordered a very expensive serum that I could have ordered at another website for less money. Dermstore had a beauty offer if I purchased it with them and I did. Its been 2 months and I still have not received the "mystery box". I have contacted then so many times to no avail. I, also am a beautyfix monthly subscriber. For the most part, I have been happy with the box. This month was a joke, definitely not worth the value. I will see how the upcoming month is and of not satisfied I may cancel my subscription and just stay with Allure.

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Worst customer service
I bought a gift set for my sister it was supposed to be here in time for her birthday I only got partial of my order. When I called Dermstore said they forgot to put my Harry josh straightener in there. So I had no gift for my sisters birthday. Never doing business with them again. Beware!

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I do the majority of my shopping online
I do the majority of my shopping online. This by far is the worst site I have ever used. I ordered a product and it was unsatisfactory. I sent it back and I had to call them a couple of times to get my refund and that was almost 4 weeks later. Dermstore only give a full refund if you use it as a credit. If you want it back as money they deduct shipping charges. Now I'm trying to order a product to use my credit and I can't get the site to work. It won't load and I have tried 3 computers. When I called to tell someone they said I had to send an email to tell them the problem. What how can I send them an email if I can't get to their site. Ridiculously horrible service! Don't fall for their sales gimmicks you pay for it in the end.

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Never received my order...
This is the worst website I have ever bought something from. 1. Dermstore lied. After I made my purchase I received an email saying the product was out of stock. Then I looked on there website and it wasn't. 2. They took my money. I payed extra for upgraded shipping and a week later and I never got my product. The shipping wasn't refunded. I called customer service and it was very unhelpful. It's been a while and I've never gotten my serum. Never trust this website with your money.

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I placed an order on 12/3/10 and other than receiving...
I placed an order on 12/3/10 and other than receiving a confirmation of my order, haven't received any info on the status - expected ship date? Expected arrival date? I tried calling the 1-800 # and all I got was "goodbye". I tried emailing the customer service address listed in my confirmation email, it was returned undeliverable. Are these people for real?

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Poor customer service
I have placed 15 orders through their website in less than a year, now this is the third order that is undeliverable due to my apartment number being missing from the order. Like all online shopping you create your profile including your address and then log into your account to place orders. Most of the time the orders are going through with the correct address, but due to a problem with their system the apt number is falling off. The first two orders I had no problem being reshipped, the rep resent them the day I called. Now I called for the third time, and last time because I'll never use this company again, they're telling me the can't ship it out until Dermstore have it back, well if they can clearly see that it wasn't delivered that is ridiculous. They don't wait until I've received it to take my money, why do I have to wait till they've received it to get my money back.

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Going downhill?
I used to get 2-day free delivery. Then that slowed down. Last time, I ordered in late November, and package still hasn't arrived, and it's December 7. I called and after being on hold for over ten minutes, got a representative. She gave me a tracking number and said it wouldn't be here until December 12.

Still, products are always of good quality and condition, and seem totally authentic.

Another problem, though, is that I've returned a few items, though not recently. I had to call and get an RMA number. Then, I had a return that was mysteriously "lost." After that I got package tracking from USPS. Two orders were "lost" again but miraculously found when I gave them the tracking number and proof of their receipt by USPS.

So now, I only order products I know I want need to return. And with this recent shipping delay, I probably won't order from them again.

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EXPIRED PRODUCTS!
Ordered NuGene eye serum two days ago, just received today as promised with their free two-day shipping HOWEVER Dermstore SENT ME A PRODUCT THAT EXPIRED 4 MONTHS AGO!
I expect them to send me a fresh product that will NOT expire for AT THE VERY LEAST 6 MONTHS without returning this one unless they pay for shipping (it's trash anyway). I should have known the price was too good to be true but nowhere did it not that product would be expired OR like other sites that noted the actual expiration date and was the same price!

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Love it's products and articles too!
Definitely many steps above other like priced sites for beauty online purchases. The articles are helpful for finding, and even avoiding, products in self-customizable way using dermatologists' insight from the articles and product descriptions.

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FAKE PRODUCT
I ordered the pur mineral 4 in1 pressed powder foundation in golden medium from this website because the product was slightly cheaper and the shipping was free. I received the product on time, but I noticed it was slightly different from the original pur mineral foundation in golden medium which I ALWAYS get. The texture is completely different and cheap and as I used the foundation it turned my face an orange color. I am very pissed.

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First time user, loved the quick shipping.
Recieved 2 free samples. Just arrived this afternoon so haven't had chance to try all Dermstore sent. Will find out soon enough... shipped day after I ordered and that was late evening. So far, so good.

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Charged me twice and ripped me off,
Horrible company, I should have read these reviews before order I can't believe this kind of business still exist in this modern century, I got ripped off big time by dermstore,
Reminds me of online Nigerian scammer, You dont get discount what Dermstore advertise you, what they do is baiting you with discount code and will charge you more with adding more items without your permission. Also responsibility of thier error is all yours, and they don't fix this error,. That's how they make money with it, it's called scam,, it will start your nightmare from there
So Better stay away from this fraud. You won't get refund your or you need to put your hard work and time for it,
They have very professional system for scamming you. Seriously I think they should shut down business.

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Don't Bother!
This company is a farse. I ordered Eminence products and attempted to return all products unopened totaling over $600 (within 2 days of receiving) and I have been trying to follow-up on my return refund and I cannot get a hold of anyone! I used customer support in the app and the POC of the thread just keep asking me for my order number and info over and over again. I've already return the items with priority express and tracking shows that Dermstore have been delivered. But i cant get a hold of anyone to follow-up on my refund. Save your money and find another beauty supply company to buy from.

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Very shady up-sell practices. Stay away from this website
I just placed an order through dermstore after receiving a promo code. As soon as I placed my order I was bombarded with an invasive popup asking me to add Klorane Dry shampoo to my cart for a special price, I clicked on add to cart thinking it would be added to my cart for a future order since I've already placed my current order. I just received my receipt on my email and was surprised to see that I was charged for this dry shampoo on my current order. I went ahead and removed the product from my order but I'm still concerned about this behavior that I was very close to cancel my whole order and choose a different retailer that carries the EltaMD brand. I believe this invasive and confusing upselling technique a very short-sighted that will not work in the long run and will have a inverse effect. I thought dermstore was legitimate website. This will be my last order from dermstore.

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Bait and Switch
I ordered the sun care kit which promised a full size EltaMD sunscreen along with a variety of sample size sunscreens. When the kit arrived, a trial size EltaMD sunscreen was substituted. The company apparently realized their mistake and sent out an email saying Dermstore would ship the full size product as soon as possible. That was two months ago. I messaged with a variety of customer service employees, with absolutely no resolution. Clearly they have a problem with their customer service since they won't give a phone number to call and have an actual conversation with a customer. I will never shop here again.

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Not Worth It
Order took weeks, nobody replied to my numerous emails regarding the status of my order. Just order from the brand seller. Requested a return label and never received return label. Never ordering from them again.

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Horrible customer service
Horrible customer service. Dermstore do not allow emails. Web portal does not work properly. They refused a return of a very expensive beauty product that caused a reaction. They lost a long-term customer due to customer service. Buy elsewhere if you want to be able to deal with customer service or return a faulty product. I've ended my long term relationship with Dermstore. I will never use them again.

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Stay Away!
I ordered revision skincare products, 200.00 dollars to be exact and the products irritated my skin. So because of this I emailed customer service to ask what the process was to return both items. It's an automated response, so you are not actually getting a real person. It asks for you to take pictures of the bottle number and Dermstore want to see proof of the irritation…
I went ahead and sent all the information they asked for and 2 days later, zero response.

Seriously don't bother ordering from DermStore because they try to make it as hard as possible to return their products!

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Will never use this website again.
I ordered 3 Oribe large texturizing sprays for my hair for the advertised discount of 25%. Couldn't figure out how to get the discount after putting in my credit card, then spent 15 minutes searching their website for an email or phone or CHAT for their customer service. Couldn't find any way to contact them and ask for the discount. Finally I did and got a message back saying to not use this email as it wouldn't be read! This site seems like a scam and I will buy from my salon going forward and have credit card cancel the charge. Awful.

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Poor Review
The product came partially opened and now Dermstore send daily sales emails although I have requested many times to be removed. I get marketing pop-up videos from dermstore as well. Were there an option of less than 1 star- I would have chosen it.

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Disapointed
Recently purchased 2 of your Elta MD tinted spf 44 skincare. The pump on both tubes is useless. Was so frustrated after pumping 10-12 times and never getting any lotion, took the top off to use. I should have stuck with the 3 oz. Spf 41 tube. Lotion is good but pump very unacceptable. I would never recommend this pump to anyone.

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BEWARE! Don't do business with this company
I would advise NOT doing business with this company! Approval was given by my credit card company for my order (I personally spoke with Mastercard) but Dermstore says the CC company didn't approve the transaction. Dermstore wouldn't try the CC number again said Dermstore couldn't help me over the phone with payment. I was advised to try and place the order again. Will not do business with them anytime in the future!

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AVOID FOR HOLIDAY PURCHASES - SEVERE BACKLOG!
AVOID! Dermstore can't keep up with their orders. It took a week for them to even "process" my order. "Processing" just meant that Dermstore notified their shipping partner Newgistics that they intend to mail my order sometime in the next few weeks. It has now been 10 days since my order was placed, and nothing has been shipped even though supposedly everything is in stock. I talked to customer service today and they confirmed that the order has not been shipped yet. However, Dermstore claims they can't cancel my order because they have already assigned it a shipping number (and they billed my credit card as well). They now say the earliest my order may arrive is a week away (after the holiday gift event when this item was needed). That assumes they manage to ship it very soon (which I doubt at this point). AVOID! I will not be purchasing from Dermstore again.

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My first order w/Dermstore was great
My first order w/Dermstore was great. Free priority shipping and my order was delivered on the 2nd business day after ordered.So I decided to place another order. I'm still waiting for it to be delivered. Ordered 10 days ago. I have sent 5 emails and Dermstore have not responded to one of them. I checked the tracking and it says it was delivered. But it was NOT delivered to me! I paid $120. For nothing? What really makes me fume is their total lack of response. They take your money and do not deliver anything. I just want my order delivered to me! I intend on informing all the sites and blogs and better business bureau that will let me vent. Any ideas what I can do to get my order or my money back? Do Not shop at Dermstore~!

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I received my product quickly BUT envelope had no product...
I received my product quickly BUT envelope had no product in it. The company is impossible to get ahold of. Likley a scam! Finally talked to "Alex"-no product yet but Dermstore got my $. BEWARE. I have canceled my credit card to avoid further problems, intuition says problem.

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Hello
Hello. I placed an order last night (all items in stock according to site at the time of purchase) I received an order confirmation number and figured it's all set. I log in to my email today and Dermstore said that my order was incomplete and that I'd have to re-enter my credit card information and they also added in that one of my items I had ordered wasn't in stock. I'm not entering in my credit card info again, sorry. I was able to cancel my order all together and I'm alerting my credit card company tomorrow of fraud. I would steer clear far away from this site.

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DO NOT BE FOOLED - DO NOT BUY HERE
Trying to return the "free return" which is now going to cost money because Dermstore 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.

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Dermstore Rating

Based on 379 reviews from Dermstore customers, company has accumulated an average rating of 1 stars, indicating that majority of customers are not satisfied with its service.
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Description: • We offer over 700 brands, including physician-strength formulas and hard-to-find specialty brands
• We have over 100,000 product reviews from real customers…and counting!
• We offer free shipping on all orders all the time
• We give you free samples with every order
• DermStore is a 8 year Bizrate Circle of Excellence Award Winner for Customer Satisfaction
• We have licensed estheticians on staff reviewing products and personally answering questions submitted by our customers
• DermStore was founded by a Board Certified Dermatologist
• We only sell products that are 100% authorized by the brands we carry, which means they are real, safe, in code and certified by the manufacturer!
• 24/7 Customer Service

Address: 1200 Worldwide Blvd, 41048

Web:
dermstore.com

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Dermstore has F rating on BBB

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