Dermstore

I ordered some Obagi products, and they came in a timely matter in its original packing. I had been worried since I read the other reviews after ordering, but luckily, I had no issues, and you really can't beat the prices and sales this site offers. I'm just not sure if the savings are worth worrying about if my products will even arrive....

Dermstore has a great variety of products. The product reviews and free samples make it easy to try new products. Their online product search is the best and makes shopping for the right thing easy. Their Dermstore Rewards is also great! Any time I have had any issue at all their customer service was professional and efficient. I am a picky shopper and Dermstore is in my top 5 all time greatest places to shop.

i want to express my extreme dissatisfaction with the service I have received. I placed an order with Dermastore, and not once, but twice, my delivery was sent to the wrong address. Despite clearly providing the correct address, Dermastore somehow managed to print an incorrect one on my orders.

What exacerbates the situation is the response I received from your customer service team. Rather than taking responsibility for their mistake, they seemed uninterested and unwilling to resolve the issue effectively. Communication with your representatives has been frustratingly poor, with responses that were unhelpful and, at times, unprofessional.

It is disappointing to experience such a lack of accountability and poor customer service from a company I chose to trust. Based on this experience, I am unlikely to ever shop with Dermastore again

Dermstore used to be a good company that cared about the customers with that personal touch, now is questionable if their workers even understand when we have an issue, slow to resolve any problems and as long as you are buying their products everything is fine, but try to return anything, and things change fast, I do NOT recommend them, and there's nothing special about purchasing things there, Ulta and other stores like Sephora are just as nice and treat you with the deserved respect every customer deserves in this world, specially when they're spending money on your company. Sincerely. Monica.

Extremely slow delivery, I have had 2 incidents where I have had to wait more than 2 weeks and in one case almost 3 weeks for a small cosmetics order. When you contact about this issue they keep pushing the delivery date out and are slow to give a refund. Why bother to order from them when you don’t get a discount and the product comes “snail mail”.

Order never arrived. No email confirmation. No texts. Nothing. They don’t answer the phone. The only way of communication is through their site. If they respond it’s just canned responses that consists of a bunch of words that make no sense.

My order was sent to a FedEx collection point for pickup (the Walgreens in my city). I’m not sure why, since I remember entering my home address for delivery. They insist I entered the Walgreens address, when I don’t even know the Walgreens address. It was not picked up, and it was returned to the shipper. It has been held at a FedEx ground facility for over a week now, with FedEx stating they need a new tracking number to return it. At this point, it’s been a month and I don’t have my eye cream and I’m still out $125. They refuse to refund me until the FedEx tracking confirms it is returned. At this point I’m frustrated because this is not my fault and no longer my problem. They need to figure it out with FedEx and I just want my refund. I had to file a dispute on my credit card today. Do not order from this company, it’s not worth it.

Used to be a loyal customer but the site has gone downhill. They use the vendor pandion for deliveries and that company has delivered my packages to the wrong address at least twice in 2 months. Then to get a refund I have to go back and forth with dermstore’s customer service for a period of 2 wks (they take 24 hrs to reply by in platform messaging) during which I, as the customer, have to fill out a pdf form with all my order information to get a refund. It’s an antiquated and truly non customer focused company. Will be taking by 8+ yr business somewhere else.

Buyer beware! They will not let you exchange or return a product if it’s been opened, even once to try. I am now stuck with the wrong shade of sunscreen that is too orange and cannot use. I do not have this issue with other retailers when buying makeup! Never again!

A first time client and a last time client.
Poor QC and worse customer services. The cream I received is close to expire. After contacting the customer svc, they sent me a replacement which is the same batch, so, also close to expire.
No response after I sent the openbox video after weeks.
Finally I gave up and asked for a return. The customer svc showed up and gave me a return link and it didn't work!
It doesn't worth the time and money to shop here.

Never in my life have I seen worse customer service. I got charged incorrectly for an order and spent over two months trying to resolve it. I was told every time it had been escalated, made priority, etc. and someone would reach out to me. No one ever did, not once. I provided them proof of the incorrect charge over and over, spoke to managers and no one did anything. I am so appalled.

If I could give this place negative stars I would. Zero customer service. God for bid they do some thing incorrectly on your order you will never ever ever get your money back. Trust me I’m out $800 without joking I have called them probably 50 to 60 times you will never get a resolution.

So this is a review not of the actual store, but of the website. I ordered two 1 month subscriptions back in March and I knew these were renewable. I usually give these to my two daughters from time to time as just little gifts. Well, I didn't get anything in March, but I had ordered late in the month and I did get deliveries in April. I then went ahead and let the subscription go and got additional subscription boxes in May. At that point in time, I had contacted the company and cancelled my subscription on May 9. I didn't think I would receive any more boxes.

Earlier this month, I was checking my credit card and there were charges on there from Dermstore. So I was confused and contacted them online asking what the charges were for, etc. I waited for over a week and asked for an update. I then received a response about one of the 2 subscriptions saying that this was for the "March" box. Apparently what had happened is because I had ordered so late in March that they had run out of the products for the "March" box. I had received the April box in April and the May box in May. Once they got the replenishment product for the "March" box in August, they mailed them out to me. To me this is a little sketchy, sending something from March out in August.

I won't be buying anything from Dermstore again and I know that I should be cautious when doing the whole subscription things. It's just that a little communication about this whole thing would have solved a lot of the confusion. Just tell me that you don't have the product for the March box back in March. Don't just not say anything and then 5 months later send out the product.

This company doesn’t run its business with the customers’ best interests in mind. They use a courier that I’ve never heard of—it’s unreliable!! My package was supposed to arrive several days ago, but the tracking update shows that my order is still out for delivery. Clearly, this company is sketchy and unprofessional. It needs a team that will make their return policy more up-to-date, improve their customer service drastically, and use a reliable courier.

Awful. 6 wks since they rcvd my return and no refund because the warehouse can’t find my package. Criminals.

Worst customer service! Damaged expensive product. Had to jump through hoops for replacement, even though I preferred refund. Agent can never find my account name till we go through 3-4 versions. Outsourced phone operators. Cannot understand their accents. Will never use again. Order took 2 weeks to arrive! Still waiting for replacement. Will alert AmEx.

I placed a very large order on their website that clearly stated I would get a 30% discount. I entered the discount code and it was accepted. But I did not get it. I was given two free gifts instead totaling $30 when my discount should have been $200. I called to get it fixed. I was told I got two free gifts instead. I said that was unacceptable and I wanted my 30% discount. They said they would give me 10% off. Again, I said that was unacceptable and to cancel my order. They said they could not; it was already in process.
I have the package which I am now returning for a promised full refund. Time will tell. But this company does false advertising and they tried to make it as difficult as possible to do anything about it. Never order from this company!

Just be warned!!! Really warned!!! They take your money with a 2 day shipping promise. Then you don’t get your product. When called I found the CS person rude and uncooperative. There are no managers available to talk to and you are just jerked around. No one has the same answer to the question…where is my order. Out of stock, in the white house, in processing!!!
I’ve started a dispute, this is a lot of money and they are truly a scam since the new owners purchased in 2020 the reviews are terrible
Don’t be fooled parent company us from the UK

HEED THE WARNINGS IN THESE REVIEWS, Dermstore is absolutely awful! They have pricing challenges with their site. They suffer from updated and inaccurate inventory listings. It’s a house of cards poorly managed. Placed an order, at time of submitting pricing was accurate. Order completes and I receive my email receipt, none of the promotional pricing was added to any of my items. It’s a complete fraud. Dermstore cancelled the order. I started over, a second time, same problem. Cancelled again, tried a third time, magically it worked for some unknown reason but they left off all the free gifts with purchase included in my previous two orders. I spend about $600 with them. Contacted CS, sent me to a manager who ghosted me. Furious I contacted them again and got the same manager, same experience ghosted me. The manager said hold on let me look at this…then never came back, stopped responding, just pathetic. These people aren’t worth the effort, shop elsewhere.

Stick to Sephora. They have horrendous customer service. They promised me that they will refund me the discount amount after I contacted them about canceling but then reordering my order since I forgot to apply the discount. After being please by their promise, I ordered more products. They then conveniently denied and retracted their promise. Absolutely wasting my time. Definitely started my return process.