Dermstore

I spend thousands a year on skincare. I was excited to find dermstore and earn rewards but Dermstore cancelled my last four orders with zero explanation. So frustrating. I will never order from them again.

Placed a large order (over $500) in products from this company back in Dec. I still haven't received my items and every time I live chat, call or email I am told items are out for "dispatch" and order can't be canceled. I filed a report with BBB and I will be calling my credit card company to cancel transaction. Save your time and just buy product from trusted source. Their customer service isn't helpful at all. I was able to walk into Sephora and get exactly what I needed.

According to Elta MD Dermstore is not an authorized dealer and obtains their products illegally.

I'm a multi year customer of Dermstore having multiple purchases of skin care products, hair care products, lotions, and makeup. No issues until most recent purchase of 6 items made on 9/23/2021. 3 of 6 items received 9/25. Obtaining the remaining 3 items has been beyond frustrating and exhausting. I received automatic generated emails (with no option to reply( multiple times (9/26,9/29,10/5,10/6) stating my order was in the way. I emailed Dermstore via their online "help" 10/5 about missing items and received reply from "Meg" confirming my outstanding items were sent in a separate package. Received nothing & called customer service 10/21 and spoke for 10 minutes wherein I was told 1 of the 3 items was out of stock, and she would follow up, talk to supervisor, and I would receive confirmation email. Received no email, no contact, no products. Contacted customer service again via phone 10/28 & spent 13 minutes on phone wherein the woman stated nothing had been done with my previous call other than noting "1 item may or may not be in stock." I had asked to speak to a supervisor and was told none was available. The second customer service rep also said 1 of 3 items ordered was out of stock. I then asked if I could just receive a refund for the 3 items I had ordered 5+ weeks earlier and never received, and I was told she could not issue a refund, even though it was confirmed those 3 items were never sent. She then said all would be passed onto a supervisor, and guaranteed a phone call from a supervisor within 24 hours & a confirmation email. It's been 48 hours. No call, no email. My order is still listed as "processing." In the 5 weeks I've been waiting for the remaining items for which I have been charged to arrive, I have received 59 marketing/promotional emails from Dermstore…including 3 emails promoting "triple points" for 2 of the items (Olaplex hair care items) I haven't received, and the item said to be out of stock is Olaplex Conditioner was including in the promotion. I'm beyond frustrated and disappointed with Dermstore.

I wish I could give negative stars. Ordered on 11/25. It is Dec 16 and still not received it. Customer service says it was picked up in Brooklyn!?!?!? What!?. Ask to speak to supervisor immediately. Says she will send an escalated email and some will get back to me within 48 hours. That is certainly not good customer service.

This organization couldn't even manage to process an e-gift card, After spending 5 weeks trying to track it down Dermstore ended up cancelling the order without my requesting cancellation and then told me I'd have to reorder and start the process over again. I ordered from someone else.

I understand we're in the middle of a pandemic... but sheesh! I've shipped and received items with little delay! I ordered a product 5/6 and here it is 6/2. Still no product in sight and even with them sending out another product these boxes seem to just vanish. Dermstore seem to NEVER make it to USPS. This is my first and last time dealing with this company.

Dermstore doesn't generally have the best prices for products on the internet, but Dermstore have a wide variety so when I need more than one thing I go ahead and order. It is rare and now it won't be ever again. After I placed all of the items in my cart I noticed not 1, not 2, but THREE magazine subscriptions sitting there as well. Yes, they were "included," but NO I do not care for these even if they are free. I removed them or so I thought and then they were added back into my final order. So when I emailed to have them removed, Dermstore Customer Service replied that they couldn't remove it because it was already processed and I would have to call a separate number to cancel. Just another step in their ploy to hope I forget to make a call, which is something THEY should offer to do for me. Let alone the fact that they should stop this annoying inconvenience to their customers in the first place. I won't return to this website.

Even though it offers 2 day shipping, Dermstore take forever to process orders, so you end up waiting to get your items for like 2 weeks to receive. (I live in NYC)
Also they take FOREVER to process returns, mine hadn't processed after 3 weeks of
Waiting and I had to call them to bug them.

Dermstore do not update their site if a product is out of stock, and once you add it to your cart and pay for it, and only later when get an email days later letting you know that it's OOS. Well, I went on their site and the same item is available for purchase with no info that it's actually not available until 2 weeks. Scam. Why don't they update their website with accurate stock info?

Also it took over 2 weeks for me to get any info on when the product will be available, so in grand total it will take over a month to get my order!

I ordered a product with free shipping, I received the product along with a bonus package i didn`t order at cost $12.95. No response from the company..

I ordred a product from DermStore over a month ago, paid for shipping, and never received anything. The very rude Dermstore agent over the phone just told me that Dermstore are trying a new shipping system and that I should go to the Post office in my area and inquire about my order. They did manage to charge my credit card alright, they just never delivered anything to me. Now I have to contact my bank and request a credit refund to my account and they will have to dispute it with the company. What a pain... and I was treated so rudely. I would strongly suggest trying one of the many other companies out there. These guys are uprofessional, rude, thieves.

I ordered from Dermstore and it took an entire week before my order was even shipped. Don't order from Dermstore if you want to get your products in a timely manner.

Was very disappointed. Was promised free shipping - ended up being billed $12.95. Dermstore never responded to my complaint about this. The products sent were fine, but I was pretty mad that they advertise free shipping, then charged me, THEN ignored my complaint. Will never shop there again.

I've been using some skin care product from Dermstore. I found it after looking for it for 2 months. Although, I read some unimpressive reviews, I couldn't hesitate to press my order because I wanted the product badly.
I was impressed my order come through without any hassle

I placed an order over a week ago, never received a conf #, email, nothing called Dermstore waited on hold for ever, emailed them, never got a response,, finally got someone and said my order was never placed, so I reordered on the phone and again no conf # etc,,, tried to track my order said theres no order, but my credit card had been charged and I think Ive been charged twice and once again I called was on hold forever, emailed them again and nothing, worst online experience ever, Dermstore must be paying the YouTube influencers to promote them because they rave about Dermstore and my experience had been HORRIBLE

I had a wonderful experience shopping online with DermStore and was really impressed by the selection of high quality products all in one place. There is definitely something for everyone! Moreover, I found the prices of DermStore's products to be competitive and was 100% satisfied with the free shipping and speed of delivery; I didn't expect to be using my product within two days of when I placed my order. As an added bonus, I've been enjoying the high quality samples that I received free with my purchase. I'll definitely be returning to shop again and will be telling all of my friends to shop with DermStore for any of their future beauty purchases.

The Body Shaper lotions by BioElixia are on sale at the derm store. I love, love, love this product line as it really works! My cellulite has been reduced and is barely noticeable after 2 months of using the kit. Time to stock up!

I honestly can't comprehend why this website has under 2 stars?

Dermstore has been nothing but great to me. My orders always arrive on time, (within 3 days) and there's always free shipping.
I was actually sent somebody else's package, and called Derm to inform them but Dermstore told me to keep it.
In addition, one of packages got lost (thanks to the postal service) and I called Dermstore to inform them, and they sent me a new one FREE of charge.

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.

Dermstore is my favorite spot for anything beauty! Dermstore have every authentic product you could ever want at the best prices. Ordering, shipping, and returns are all very easy.

I wish I have read reviews before I had ordered from their website. I placed an order for an item and never received item 1 month later. When I try to track the item it says USPS is currently awaiting for item. I emailed them about my concern and it took awhile for them to re-issue me another item with another tracking number. Till now I have the same issue about USPS has not received item yet. Customer service is so slow everytime I email them it takes days or even a week for a reply. When I do get a reply, Dermstore never seem to address the issue about why my item has not arrived. Very disappointed and highly do NOT recommend this website unless you want your money to be stolen.

I now have to call the back to explain my issue with them.

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

If you ever need to call Customer Service... GOOD LUCK! Call twice, both times rude weren't able to help. Ask to speak to supersivor both times and it didn't happen plus Dermstore hanged up!

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

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.

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/

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

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.

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