Dermstore Reviews

They say they shipped on May 30 2012. This package was lost in shipment so they reshipped after 11 days. I received the reshipment then suddenly they are saying I received the lost package as part of their tracking. I never received the lost package. The bonehead I spole to on the phone with customer NO SERVICE tried to tell me I received it, then said Id have to check a parcel locker at the post office, then said it was delivered to my home. She kept giving me excuses on where to locate the package i didnt receive. I got no where nor did I get a reasonable answer from her. No tracking for this product is listed on their website and when I try to get access it only shows me my original reciept. Ill never order from this company as long as I live

I've unsubscribed, written to them so many times (no reply), blocked them. Their emails wont stop. EVERY.SINGLE.DAY.
I can't order your crappy products in my country. Leave me alone. It is illegal to keep emailing people who unsubscribe!!! This is harassment.

Refuse to return my calls, or email inquiries.
Find another place to shop!

Package wasn’t delivered. Lost the request to replace. Then sent a few items but charged me more for them - still no refund 2 months later for over $400 in product. I’ve never gone online to complain about a business. Please find somewhere else to spend you money.

I was on a subscription and received my product about two months earlier than I needed it. I followed the return instructions to the t, used their printed label, their RM a number and returned it to the post office so I could get a tracking number. Over one month later I still have not received my refund even though my tracking number verifies that they have had my package since April 12, 2021. Today is May 14. I spent almost an hour on the phone with Dermstore this morning and they lied and said they did not have the package. I confronted them with the tracking number information and then they agreed that they had it but were still dragging their heels about giving me a refund. I finally got my bank, whom I had filed a claim with a week ago, to refund me my money immediately based on the facts I had. I have never had a problem with Dermstore before but I never had to return anything. I will not be purchasing anything from them again. I would rather spend a few dollars more and know that if something goes wrong I can get a refund. Obaji website sells the eye cream for $5 to $7 more than Dermstore. Saving $5 to $7 dollars is not worth the aggravation they have put me through.

They auto-enroll you in subscriptions when you buy anything and then don't notify you of the next shipment until it's too late to cancel it. I planned to return it, but now the order is lost in the mail and they are offering me store credit or a replacement. Just the worst. The cream I ordered is $130 cream that will last 6 months, but they took $130 from my credit card for the second month in a row, which is a lot of money. Terrible service, shady.

I will not shop from Dermstore anymore. I was a customer for years while living in NYC but I recently moved to Miami and have had non-stop issues. Starting with my second order to my new Miami address, Dermstore says they can't ship to my address (despite having done so once before). Orders are also taking forever to ship out, and have been cancelled by Dermstore without explanation. When calling customer service to check on the issue they give some ambiguous explanation saying there is an issue with the shipping address (it's a residential condo building and I receive packages from other companies all the time). Customer service generally has become super slow and once a year they have a warehouse review that holds orders for one month+. Going to try a different online skin store.

Ordered a product with 2-day shipping. 2 weeks later - I haven't received anything, the order is still in the "New"status. Tried to contact their support, called literally 20 times, almost always was disconnected or redirected to an answering machine. Was able to speak with an operator a couple of times, the first one listened to what I said, and she tried to explain that (they weren't sure about the correctness of my address - although I double-checked it when I was placing the order. Even with that - I never received an email or a call from them asking to verify the address - and I received 15 spam/advertising emails from them within the same period of time! ) then the operator asked to wait and then disconnected after 10 min of waiting. Called many more times - couldn't connect to anyone again. Sometimes it sounds like someone is picking up the phone (I hear some background noise in their room) - and then complete silence.
Finally, someone picked up the phone and I was finally able to cancel the order.
Horrible user experience, I don't recommend using this site to anyone.

Wish I had read these reviews... Very similar experience. I placed an order March 10. I've spoken three times with customer service to confirm my address / identity and discovered that though they assured me the order shipped, it never did. They promised expedited shipping. It didn't ship. Then it was cancelled over two weeks later-- NEVER SHIPPED. So much for trying to make purchases outside of Amazon. This company is not reliable or competent. Their response to questions about my cancelled order was that it did not meet security requirements and they cannot discuss beyond that. What does that mean? I am mostly frustrated that they wasted two weeks of my time calling and contacting them by email before they decided the order did not meet security requirements. Don't waste your time here-- there are better companies to support.

Two Orders | Two Bad Experiences
The first time that I ordered from Dermstore, I ordered Caudalie Grape Water and a probiotic. The Caudalie was in outdated packaging (not a *huge* deal), but the probiotic was over a year expired and looked like it had been pulled from a dirty, dusty bin.
My husband - not realizing I had this previous experience with Dermstore - placed an order for Eminence moisturizer from Dermstore a few months later. The product shipped was incorrect... it wasn't even the right brand. After two weeks, he has still not been contacted or refunded. Spending $90 on moisturizer and not receiving it (or any sort of communication) is totally unacceptable.
Apparently this company has changed hands yet again - and clearly, it's only been for the worse.

This organization couldn't even manage to process an e-gift card, After spending 5 weeks trying to track it down they 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.

This is right up at the top of the list of worst customer service ever. I ordered an electronic gift card, yes, just a gift card to be sent via email. That was 3 weeks ago. I was told over and over it was being processed and would go out soon and then that a manager would be calling me. Today I received an email that they cancelled my order and that I'd need to re-order. If you can't even send out an electronic gift card to the email you sent the order confirmation and all subsequent emails to you probably shouldn't be trying to operate a business.