SkinStore

I ordered 5 creams from Skinstore. There was a postage cost of just under 11 pound, which was Okey when I shared it on 5 creams. After some time, Skinstore tells me SkinStore only send 1 cream and send the remaining 4 later. I immediately chatted to SKINSTORE and said I would either cancel the entire order or make sure that the 4 creams would come without extra shipping and before Christmas. Skinstore confirmes it would. After a few days, I received an email that SKINstore will canceled the 4. I end up paying 11 punds for 1 bottle of cream instead of 5. I chat with Skinstore again, who refuses to cancel the order and that I have to pay to send the package back AND pay for the postage costs to ship the parcel at first. Skinstore is absolutely indifferent, and when I write in the chat that I am pissed, they stoped the chat because of my language... The most expencive cream ever. Last time shopping at SKINSTORE OR LOOKFANTASTIC

Since I already wasted hours of my life on this, I might as well make a review here to prevent future frustration for others. I got my neostrata gel today and as I opened the box, I found it leaking. It's 15% acid so I wiped it clean before I felt safe to open it to check. Clearly it has no seal (which is something not uncommon so it's fine). But the lid is way too loose(hence the leaking). Upon opening the lid, I found there's so much dust inside the lid and even inside the gel. I looked closely and even saw a small hairs in the gel. I have not accepted anything like this and will not feel safe to use it. After talking to an adviser on their website, and wasting a couple hour trying to upload pictures to show "damage", I was told I cannot return or exchange since I cannot prove the "damage". No matter how I tried to explain it was leaking when it came and picture could not capture the dust or the hair inside the gel. There's no store so I cannot drop it in person. This is the first time in the us that I cannot even return something defective and I could not use.

I purchased a foundation from this company and it was the wrong shade and SkinStore are not willing to make an exchange or return. I also purchases a device and it went on sale the next day and they would not owner the sale price. I will NEVER shop here again. There are plenty of other companies who sell these products with much better customer service!

Jaden:
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Info at 15:48, Jul 15:
Thank you for choosing to chat with us. An agent will be with you shortly.
Info at 15:48, Jul 15:
You are now chatting with Jaden, how can I help you today?
Jessica at 15:48, Jul 15:
I need to make a return
Jessica at 15:49, Jul 15:
On the foundation I purchased
Jessica at 15:49, Jul 15:
225972654
Jaden at 15:49, Jul 15:
What is the reason for return?
Jessica at 15:49, Jul 15:
It is the wrong color and its far to dry for my skin
Jessica at 15:50, Jul 15:
Can you please help me with this return?
Jaden at 15:51, Jul 15:
Unfortunately we are not able to accept returns on opened or used items. I am so sorry!
Jessica at 15:51, Jul 15:
Seriously? It is the wrong shade of foundation
Jessica at 15:52, Jul 15:
Can i exchange it?!
Jessica at 15:53, Jul 15:
Can this be exchanged?
Jaden at 15:53, Jul 15:
I am very sorry about this! Unfortunately we don't do exchanges. I apologize for the inconvenience.
Jessica at 15:54, Jul 15:
Okay. I will not be shopping with your company going forward. This is terrible your company does not allow returns or exchanges.
Jaden at 15:55, Jul 15:
I am very sorry about that! Have a nice day.
Jaden at 15:55, Jul 15:
Thank you for chatting with me today. We really value your feedback, please feel free to answer a few questions about your experience with us today after this chat has ended.

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Melissa Johnson
US
For companies
Review of SkinStore
Melissa Johnson
1 review
1 star: Bad
3 minutes ago
DO NOT ORDER FROM SKINSTORE.COM
DO NOT ORDER FROM SKINSTORE.COM!

I placed an order on 10/27/20 because all the items had the notation that it will ship within 24 hours. Then, I paid additional for 1-2 day shipping. 48 hours later, order had not shipped.

After communication initiated by me, I was told there was a problem in their warehouse and that it could be 2-4 additional days before the order would ship. My order was over $500, and I paid additional for fastest shipping option.

So, I canceled the order through the website. I also sent messages to receive confirmation of cancelation because I had a bad feeling that there was also going to be "problems" with that department as well. When I didn't receive a confirmation I initiated a live chat and was told that yes, the request was received and my order has been canceled. This was 10/29/20.

Fast forward to 11/4/20, SkinStore charged my credit card. I initiated another live chat after sending a message on account. And wow, no surprise another problem. They say that they are issuing a refund, but we will see.

Also, after I canceled my order on 10/29/20 I ordered from a reputable company and have already received that order and with only standard shipping.

I will NEVER order from Skinstore.com again!

Please do not be fooled by this company, I have purchased over two hundred dollars worth of product. What I received was defective and caused pain. I was told to return the product with insurance and SkinStore would refund my purchase along with postage. I insured it through the post office because I retired from them after 35 years, so I know what I am doing.The GEO tracking says it was delivered, shows my parcel. Date and time it was delivered. They claim they never got it. Thank goodness we are all not that stupid. They will never refund you, they lie all the time, and so many times you try and contact them sorry, no phone number, no email only a chat line through your account will they answer your questions and its always down, there never there. Pay a little more and make sure they have good customer service!

Stay away from them! I wish I can give zero stars! I placed an order on 8/5 and when I received the email with my order summary, it was missing a promotional bundle. I spent $165 threshold to get the free gift and when I couldn't contact anyone, I tried to cancel the order online. This was within 30 minutes of ordering. There is a page to cancel And it let me input all my information to proceed with cancelling but when it came time to press the cancel button, it would not process. I sent a message to customer service and SkinStore responded 3 days later. Csr said there was no record of me trying to cancel even when I explained it was their website that was the issue. I said just send me the promo gift that was to be included and everything it should be fine. They said the gift wasn't applicable on the date of purchase and it cannot be applied on past purchases but I told her the gift was valid on the day of purchase. And that I have the promo emails to prove it. I was still getting the specific emails that's dated before during and after the date of purchase so I know that is not true. Frustrated, I called my credit card company to dispute the charge and when Skinstore.com found out That there is a hold on payment, they messaged and said they actually show in the system that I tried to cancel but they already started dispatching the order and asked if everything will be fine if they just sent out the promo gift? I told them it would be fine but until I received the items, I will not call my credit card to release funds because there was so much inconsistencies with their responses and it made me suspicious. They sent me a email to track delivery and the next day when I tracked the shipment, it was on route and when I checked again the day after, it said return to shipper and was ennroute back to Kentucky. It was returned and signed by someone. I have proof of all communication and shipping history to validate everything. Still disputing charges as we speak. On top of everything, I tried to log into my online account to make sure to take pictures of all correspondence and now it doesn't recognize my email or password. My account and all correspondence and purchase history no longer exists. Coincidence? I think not. Good think I saved all my emails. This company is Shady as hell!

I have only ever placed two orders with SkinStore, the first of which was on 5/16/18, which never arrived and still hasnt as of the time I write this, 7/11/18. If you track it right now, it says shipped, not out for delivery or delivered and the last update being Friday, May 18th: Electronic Shipping Info Received at 2:17 PM Shepherdsville, KY.
Customer service was exceptional, and I was offered a replacement or a refund and promptly received the refund I asked for. On 7/2/18 I placed my second and likely last order with SkinStore. Fortunately, this one arrived on 7/11/18, today. Upon receiving the package, it was apparent that it had been either damaged or tampered with.
I opened it to find the Sunday Riley Ceramic Slip, U. F. O Oil, Brightening Enzyme Water Cream and a pouch of samples/freebies. No packing slip and no Sunday Riley Good Genes Lactic Acid Treatment. Upon contacting customer service, I was told However, as we have already had this issue before, we want to raise this with our courier and promptly emailed a disclaimer form to fill out, which says verbatim, I believe the above declaration is true to the best of my knowledge and belief. I understand to make a false statement could lead to prosecution. Any rational person would conclude that SkinStore is accusing me of making this up.
Which I am not, therefore, I have no problem whatsoever filling out the form. For SkinStore to not only fail a customer once, but now twice, and then accuse the customer of fabricating their complaint, when the ball was dropped on SkinStores end both times is equally as hurtful and insulting as it is unprofessional. Tired of the sagas and being belittled. I just wanted what I paid for.
Time to wait for the results of their "investigation" and cooperate with police... seriously skinstore?

There website says free shipping for orders over $49. I placed an online order which came to about $83 but SkinStore charged me an additional $10 for shipping. I thought okay once I process the PP payment it will take me back to the site to select shipping and adjust the total. That didn't happen. No where was I asked what shipping method I wanted. There customer service number and chat option were not available so I had to wait till the next morning to contact them. I've tried their customer service number numerous times but always get cut off after they explain how to use the website options. I then tried their chat option and the first representative wouldn't complete the chat because my zip code was only 5 numbers... really that's all I've ever used. Second chat accepted the 5 digit zip but would not refund the $10 shipping fee. Had to believe they would want to lose a customer who has spent a few hundred dollars with them this year over $10. I'm planning on returning the order because I prefer dealing with companies like Dermstore, skincaremarket and amazon that all appreciate good customers. They truly need a revamp of their website ordering process, their customer service phone service and their customer service in general. They should rename their customer service to "Customer Frustration Service".

I placed my order months ago and spent around $ 500 for two products. There was a promotion of NuFace for the Gel Primer (worth $48) if you buy the Trinity Set.
This promotion was the only reason why I chose Skinstore and not another seller and why I spent so much money on one order.
I never received that Gel Primer. SkinStore wrote me first that it will be delivered later, there is some delay. I received two emails from Skinstore where they asked me to wait a bit and assured that the missing item will be shipped soon.
I waited for months, checked from time to time the status of the product and it showed me "in Progerss" or smth like that. So after waiting for months I decided to write to customer service and discovered, that the missing item was simply cancelled by Skinstore!
They lure customers in with those promotions but never fulfill their obligations. The customer service was poor and just offered me a credit for $5 instead of missing item worth $48! It a scam and unfair competition, as they lure the customers who would make their purchases at other sites.
Besides, the customer service kept telling me that this Gel Primer is "out of stock" while it is very well available and is on stock on their site and can be ordered. Do they think the people are that stupid and would believe those lies?

Never in my life (and I order almost everything online) I saw such an unreliable business and such a poor customer service. Be aware!

I would give them negative stars if I can. I place an order with them previously, several months later an item from a company (THG) I don't recognize came to my house. After doing some digging I realize SkinStore are owned by the Skinstore. I contacted Skinstore and asked for a refund. Brittnee kept telling me it's a gift and then wanting to see an image of the credit card charge. I asked her to send me an email because I cannot find an email address for Skinstore. She sent me an email, but it's one of those emails that you can reply to. So I digged around and sent a reply to *******@skinstore.com. No response, so I contacted them again after a week. This time I spoke with Sinead, Sinead said the email address is no longer valid (why put that on your website if it's not valid) and that I must email them by creating an account with them. So I do that, I compose the email using their online message service, and I keep on clicking send. They do not receive any emails... No problem with placing an order, but the moment something else happens, nothing seems to work. I had to call my credit card company to dispute the charge.

SkinStore is by far, the worst skincare company I have ever used. I spend, literally about a $1,000 a month on my skincare. SkinStore do NO free returns, you have to pay, they only allow you to cancel an order WITHIN AN HOUR of ordering?... they also will NOT refund, accept or EVEN give you credit if the product is terrible, doesn't work, live up to it's claims or EVEN has a bad reaction with your skin etc. I feel like such a fool for shopping there. SkinStore rakes in all the money with ZERO skin in the game, ZERO risk or liability - it is ALL on you, the consumer. This company is garbage. I can't believe anyone would shop there knowing what I realize now... you can't shop with any confidence or protection and there's so many better options. I've spent several thousand with them over the last year and just hit myself, having a moment of 'why do I do this'? This company doesn't earn my business, they don't respect me as a customer, there's so many other options... what was I thinking, i've finally had enough and felt like I should try and help others by sharing their selfish "fine print"."

I've never dealt with an online company that was so resistant to exchanging a damaged item for an undamaged one. It's been more than a week with countless back and forths, and the best Skinstore can do so far is offer a 20 percent off "as a gesture of good will," the customer service rep. Wrote, for a shampoo bottle that was not completely filled and had congealed product on the inside of its cap. SkinStore make it very difficult to get into contact with them, by forcing the customer to only email them on their website, I actually spoke to a customer service representative who told me to email her directly my photos, which I did, and then I got back an automatically-generated email saying that her email couldn't be responded to: I would have to go back on the website. Those emails on the website take days to generate a response, and often are answered with computer-generated emails that ask you to do the same thing you've already done over and over. I. e. Send photos or describe the issue. Never will shop there again, that's for sure.

EDIT: 30th November 2017

Perhaps I was a little harsh.
Having savaged The Hut Group in several reviews following the debacle of my first order with them, I have to say I'm quietly impressed with the efforts they've gone to, to turn it around.
Though it's possible I may never have heard from them had I not lodged such a scathing review, I guess that's the whole point of the review system; for companies to try to make amends for a bad shopping experience, and to learn from it. (And for those companies who don't, or who aren't interested in making amends, well, let the review stand, and it will ultimately be to their detriment).
If a company makes sincere and genuine efforts to right the wrongs then I have to give credit where credits due. I had my own ideas on how SkinStore could turn a negative into a positive, and they went above and beyond even my own expectations, so full points to them for that.
They contacted me by email and directly by phone, damaged products were quickly replaced and they offered a store credit to use for a future purchase.
In hindsight perhaps it was just bad timing. My order was placed shortly before a change of ownership (moving from an Australian-base to a U. K. base) and having been through two corporate mergers myself, I know those first weeks and months can be chaotic.
I still think The Hut Group should slow down on the acquisitions front until they get their own house in order, but it appears that's happening. The replacement items were received within just a few days and my only complaint is that they could have been more securely packed. Other than that the second experience couldn't have been more different to the first.
For their follow-up efforts I'm willing to give them another go.

ORIGINAL REVIEW: 7th November 2017

The Skin Store and The Skincare Store were taken over in 2016 by U. K. company The Hut Group - who seem to be madly buying up and taking over every small competitor that comes within their sights (100 just in 2017 alone) with ESPA, Illamasqua and Glossy Box being the latest casualties.
The Hut Group specialise in lost orders, denials, sly business practices, double-speak and long waits (that's IF you even get your products) and, above all - avoiding contact with the customer at all costs.
I ordered 3 items in June. And it took 16 emails and 5 international phone calls from me before it was finally sent out 4 MONTHS LATER.
I initially wanted to just cancel the order and demanded a refund - which they refused (of course they would) - because they said it's been so long and you haven't bothered to get in touch!
Really?
16 emails is not getting in touch?
Where did they go? Someone at their end was replying to them - I wasn't just talking to myself. They weren't just detouring off into the ether. Missing in action.
This alone tells me how disorganised and shambolic they are.
So you've got no hope of a resolution if an order or a payment goes missing - which I understand happens A LOT (and why does that not surprise me).
While the past owners of The Skin Store and The Skincare Store probably worked extremely hard for many years to build a loyal following and a good reputation, bear in mind there's been a take-over and the original owners are long gone.
In their place is a company who thinks all customers should be treated with the contempt they deserve.

Like many others, I have ordered from Skinstore.com for years. Do not order from the new owners. The new owners in the UK are a problem. Packing slips are no longer included with your package. You have no idea if you have 1 box or 2. When things are 'missing from your order', SkinStore give you the 3rd degree. If you are lucky, you will get an email with a web-link to a pdf form which you must complete by hand and upload to their site. You only get the form AFTER you answer all their questions... which takes a long time. During all of this, they have your credit card money! The want to ensure the shippers did not open the box and take the product. So after you convince them the box was not opened (personally after 2 situations, I believe the shipping department must be keeping products.) Then the purchaser must prove the shipper did not open it and they communicate with the shipper. I had to contact skinstore to find out what was going on... and oh... they forgot to get back with me 3 weeks later. The 2nd time, none of my order arrived, only free products I did not care about receiving. I wanted the product. They would look into it. I asked for a refund. They said they would look into it. I recommend finding another place to order product, the new skinstore.com is not worth the hassle.

I can only tell you that I was not satisfied with the items I received from this website. I normally purchase city lips enhancer and it works great. I then decided to buy a lip enhancer duo from this website. I read all the reviews of the item not the website unfortunately. And I decided to give it a try, I receive my items within a decent amount of time. I tried the lip enhancers for about a week a week and a half. SkinStore do not work, I was a little disappointed so I decided to contact the skin store to inquire as to how to return my items. And of course to my surprise they said If the items are open and I cannot return them! Well how am I supposed to know if something works for me or makes my skin break out if I don't try it? And who have to go back-and-forth with the gal on the chat site regarding my returns. They just said that that's their policy and I can't send it back because they are opened and used. And then they have the audacity to offer me a $7.00 credit on their website! Stay clear of this site, I'm very frustrated and disappointed!

I accidentally ordered two of an item. I immediately contacted the site. SkinStore told me to return and gave me the address. NOTE-unlike every other beauty site they not only do not offer free returns but they do not provide a label. You have to go the the Post Office and mail yourself. Hi 1983. So I send. It has now been 3 1/2 weeks and no refund. They do not have phone customer service nor live chat. You have to send messages through a message app, and they get back to you the next day. I provided my tracking number to show the product has been delivered, but each message I get (every other day) states that they are investigating. This is a $100 Refund I am owed. Over a week of the BS messaging-still no refund. Still no reason why. Why is their warehouse issue my fault? I have proof it arrived! I will never, never, ever order from then again. Beware.

I have been a skinstore customer for a long time. I purchased 2 bottles of body skin serum. I had never used this particular product before. On the second day I used the product I broke into a raging, red, burning itchy rash. I Had to wash the product off with soap and water, take allergy medication and apply topical hydrocortisone cream. I contacted them and SkinStore said they would take the products back but I would have to pay return shipping since it's an unwanted item. It wasn't unwanted I physically could not use it without a reaction! Mind you there is no disclaimer on their website that explains what constitutes "unwanted". I was also told by Caitlin that they don't guarantee their items which again is nowhere to be found on their website. This was all per the supervisor BRETT. Not only would I be responsible for return shipping but also I would have to goto the post office to pay for the label. Say what? During Christmas I would have to goto the post office. It's also interesting how other reviewers have raved how good skinstore has been about taking returns back secondary to allergic reactions. Apparently continuity in customer service is not a policy for them. BUYER BEWARE!

This company is a joke, save your money and shop elsewhere. I never leave reviews for things but this one takes the cake so I will. I bought a product that did not list fragrance on the label (I have a severe fragrance allergy) but when I opened it to try it clearly was highly fragranced and I reacted quickly and poorly. To begin with, although I ordered the product and the product arrived, I never received a confirmation email, so when trying to return it I was already behind the 8 ball so to speak. And I spent weeks wondering if I had imagined ordering it, since I never received confirmation or an order number or anything.

I called the customer support line and waited 75 minutes (1 hr 15 mins) for nobody to answer. Just waiting and waiting, it was the middle of the day on a weekday, there is no way SkinStore could be that busy with calls. I don't believe they would ever have answered, but in any case I had to hang up because I had to leave for work. I submitted my request for assistance through their online message center the next day, and have now been messaging back and forth for over a month just trying to get return instructions. They are extremely unhelpful and just ask the same questions over and over and you never get anywhere. It is madness. A simple return due to an allergic reaction to a fragrance that was not listed on the website ingredients should be straightforward and not take longer than a week to arrange.

However, this has not been my experience and overall, their service could not be worse. Additionally, the website doesn't work properly. When I write a message and send it, sometimes it goes through and other times it doesn't. So after writing a message, if I don't go back in and check and perhaps re-write it, it hasn't even reached them! This must have something to do with why I never received a confirmation email. Definitely glitches in their website function that make shopping there a huge pain.

Their service is terrible, their website doesn't work properly, and they don't answer their customer support line. And you can't just email back and forth through regular means either, you have to log into their site to send a message and log back in to read their response (if you get one) - it's such a hassle.

Overall, I can't think of why anyone should shop here. Especially if you have allergies, don't try products from this site because they are not helpful in any way when trying to return items that have triggered reactions.

BUYER BEWARE! You've been warned.

I did an online Chat with "Chelsea" at Skinstore customer service. She told me that the Nonreceipt form on their website is out of date, so she sent me another to fill out and submit. It has almost the same (concerning) wording, which makes me think that it is just an internally created, nonlegit contract. I wonder whether I should have even signed it. When I asked how long it would be before SkinStore send my replacement shipment, she said that an "investigation" takes 7-10 days. This is their loss, not mine, especially since they sent the package with no request for signature. Surely they have insured the contents of the lost package? Unfortunately, I paid for this with PayPal, which offers less protection than my credit card bank does. Lesson learned. Fingers crossed I get my shipment eventually.

My $600-plus shipment from Skinstore has gone missing (Fed Ex online tracking shows it as delivered, two days past the five-day delivery window), so I have submitted a "missing item" notice to Skinstore customer service. SkinStore require customers to upload a signed "Nonreceipt of Goods Disclaimer Form, " which they generate. The wording in that form includes the following statements:

"I agree to cooperate with the carrier's security and/or the police in the event of any investigation into the missing items.

It is our policy to replace any item that is lost in post (sic) and a replacement item will be sent out in due course."

That tells me, first, that I am going to be the one dealing with the Fed Ex claim, even though they are the shipper and I never took possession of the missing goods. Second, it tells me that they are going to take their own sweet time replacing my merchandise. I will update here when I find out how this is going to go, but after reading lots of reviews telling similar stories I am not hopeful for a good outcome.