I spent over $260 on products. I had ordered an expensive shampoo and when it arrived the top had opened and spilled inside the box. I asked to replace the shampoo. I called and messaged. They have to have an investigation, it's not brain surgery. Either send me another bottle or refund me. Asked to send a label I will send the bottle back. Still nothing. I spend a lot of money on beauty supplies, never will I order from them. Date of experience: November 27, 2024Horrible customer service. I've been trying for more than 6 weeks to obtain an invoice for an order (which wasn't sent with my order). Various agents told me that they can see the order on their end and will send the receipt in 3-5 business days. Crickets. I've called and messaged several times, only to be told to keep waiting another 3-5 days each time. This business should be shut down for pure stupidity and horrid management systems. I will continue to file complaints with BBB and FTC as well as let everyone know about my horrible experience. Service Value Shipping Returns Quality Date of experience: January 3, 2025Ordered 2 products, a day version and a night version. The pump on the night version bottle didn't work at all. You have to sign in on their website and go through the customer service contact center for all communication each time. I sent photos and description of issue 2x and they finally agreed to send a new bottle. It was the wrong product; they sent the day version. Sent two inquiries after that and they want me to pay to ship it back before they'll send me the correct product. Yesterday's communication, the customer service agent said to send back the bottle at my expense, and she'll refund the postage. I asked to issue a return authorization, and she said they're unable to do that. Once they receive the incorrect bottle back, they'll send the correct product and issue a refund. I don't trust that this will happen and have finally given up on working this out with them. Instead of doing the right thing and sending the correct item and have me return the incorrect item in the same packaging with a return label, I'm the one that has to pay to ship it back and hope that they send the correct item and refund my money. This is not how a company should resolve their own mistake with a customer. I won't buy anything from them again! I also asked to speak with management which they said would take 3-5 days, I never heard from anyone. Tip for consumers:Product and shipping are great until there's an issue or in this case, a mistake on Dermstore's part, and then they're very difficult to deal with. Service Value Shipping Returns Quality Date of experience: October 21, 2024Horrible Horrible experience. I order 3 Obaji medical items. All 3 showed up with the individual boxes being unsealed and obviously had been opened before. I contacted Dermstore and asked for a return label. I sent the required pictures of the products. I was told to just throw items away and I would receive a full refund. When I did not get the refund, I was told to send pictures of the items which was impossible because I threw them away as instructed. Now they deny a refund because I cannot produce pictures. This is a fraudulent vendor that sells returned items.I lost of $200 Tip for consumers:AVOID VENDOR Products used:Threw away Obaji medical products Service Value Shipping Returns Quality Date of experience: September 21, 2024As a test, I bought a few times with smaller orders and had ok experience. They have so many products all aggregated on one site, so for convenience, I decided to do a big order. That was when everything fell apart. I didnt receive my order. When I contacted dermastore, i realized there wasn't any real person to call to discuss about a complicated order situation. I finally got to 'chat' with someone online. The customer support staff did not understand how to help at all. (Most of them barely understood english.) It took many many back and forth and the staff finally seemed to understand. But I still never received my order or got my refund of the order that I never got. This went on for weeks on end and while the incompetence was on its full display, one of the products I really needed went out of stock but none of the many customer support ppl i interacted cared to tell me. I must have gone back and 'chatted' with at least 5 to 6 ppl, each time having to explain the situation from the very beginning and spent an enormous amount of time just to get to the part where all of the staff who do not seem to speak English nor do they have any critical thinking skills, to understand my issue. Many many tries later, i demanded to talk to a manager finally. The company aggregates products but they have no idea how to do fulfillment or customer support! The customer support teams are not trained at all. There is no accountability for any of the support staff. Do not order from them. Order # ******* Date of experience: February 29,2024 Service Value Shipping Returns Quality Date of experience: August 19, 2024I have been a very good customer to dermstore. When they sent me the wrong product for $39 I asked to return it. Instead we now have a full week of messages back and forth turning a simple return into a research project. Never did they contact me through email. Instead I had to log into my account multiple times to experience the worst customer service I have experienced for high end cosmetic products. Don't bother buying through them. They will disappoint you. Kathleen Service Shipping Returns Quality Date of experience: July 11, 2024They sent me a "not for individual sale" expensive item from a reputable brand. The "sample" status was not listed in the item description. I paid almost $100 for this item. They refuse to take any responsibility. I was a loyal customer for years. Never again. STAY AWAY unless you want shoddy products, horrible customer service and lies. A complete waste of time, too. Service Value Shipping Returns Quality Date of experience: July 8, 2024I ordered from them spent a lot of money not once but multiple times every time there is a problem with my order either is it's open or I don't get it when it says it should arrive. When I call the customer service is beyond horrible. If you want to save yourself headache and stress don't order from them please. Don't waste your time, money and energy. Their supervisor don't care. They hang up on you and refuse to speak with you. I have wasted 3 days calling about an order that I was supposed to get days before and no one not one single person has helped me. I will never ever order from this terrible place ever again. Service Value Shipping Returns Quality Date of experience: June 15, 2024Dermstore 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. Date of experience: May 1, 2024In trying to return a product which caused a reaction, the Batch number, a code, and an image of the Product were required. I couldn't find the Batch number at all. And was not helped. I did have the order number and date, usually on returns that's what is required, but they were of no help. So, I'm stuck with an unusable, expensive product. Will not order from them, again. Date of experience: May 28, 2024Dermstore sells items they don't actually have in stock and take payment. Then when you inquire about the items that haven't been shipped, they tell you it's out of stock but that they don't collect payment until it's shipped. This of course is NOT true. Then they say, they'll initiate a refund. But I didn't get an email with a status change on my order, or an email saying I'm getting a refund. I disputed the charge and have screenshots of the chat with their rep to back up the chain of events. By the way this wasn't a 50 dollar order, it was 322 dollars they charged, and just hung on to until I took action. Products used:Never got my purchase Value Shipping Returns Quality Date of experience: March 20, 2024Product never arrived. I asked to have it shipped with expedited delivery after I waited for a week and an half and they would not. Would not let me talk to a supervisor I asked where they were located and they lied about being in Utah. I called back like 5 times and every rep had an accent and lied that they were in the US. they don't care that I have had a bad experience with them. Would never subscribe to this company. Don't waste your time and money. Find another more reputable company. I have a feeling it's going to be a nightmare getting my money back. Date of experience: March 13, 2024Offered a promotion that showed in the cart for a free $100 eye cream. After I placed the order, the eye cream disappeared and contacted customer service. Had photos showing the promotion applied. Sent multiple messages to customer service and they would not honor the promotion. Not a trustworthy site and very poor customer service Service Value Shipping Returns Quality Date of experience: March 7, 2024Just warning everyone that the quality of the products and the service provided is not the same anymore. I received my expensive skincare items damaged and the sample smashed. I contacted customer service three times. They were extremely rude. Funny how it says they are an "award winning" customer service team on the website. They refused to replace the items. Offered only a 10% discount. This is a Mothers Day gift. I can't give this to my mom looking like THIS! I asked to speak to someone else and was refused. Finally they offered a return label. So that's it. Your options are 10% off damaged items or return them and have nothing. How about just replacing the items that THEY damaged due to poor packaging. And I'm sorry but a 10% discount is not sufficient for the way these items look. I have photos. And I submitted them twice to customer service. There is no other way of contacting anyone else to address your complaint. You just keep getting routed back to their customer service company abroad It you don't want to spend time out of your day fighting customer service and being extremely frustrated then I suggest you order elsewhere. For example Blue Mercury still has exceptional customer service or your local medspa carries many of these products and both these options have seasonal sales as well Value Shipping Returns Quality Date of experience: April 26, 2024I went to make a pricey purchase. Throughout the time I was sent incentives. First 15% off my total if I give them my email and text information. I did and I received nothing. Next I get offered a gift valued at $190 if I download their app and make a purchase. I did. Upon checking out I received none of all these things that were promised. I called there customer service. The woman was flat and truly bored, showing no interest in this difficulty I was having. She said if the gift is not there then they're out of them. I Asked When will there be available? She replied l have no answer for you. Our giving a first time?I asked to speak to a supervisor, she replied there's none available. Of course not. I asked her when her supervisor would be available, She said maybe in an hour or so you can call back. I asked if the Supervisor could call me back rather than go through this whole thing again. She replied no.This company is not allowed to call a customer under any condition. That is so silly and ridiculous.I will never do business with them.I'm so glad I didn't follow through with the purchase! Date of experience: April 23, 2024I ve bought a 300 dollar product from Dermstore and the pump is not working! 2 weeks now from my complaint and the didn't do nothing! It's absurd! Service Value Returns Quality Date of experience: June 13, 2024Ordered Sunday Riley's Tidal cream. When I opened the package, I noticed there was mold growing inside. I immediately emailed customer service with ample details about what was wrong, and they wrote me back asking questions I already answered. So I called their customer service line, thinking I would get better help, but the agent on the phone was beyond incompetent—barely spoke to me, and didn't seem to know what to do. I ultimately got her to send me confirmation of the refund so we'll see if it actually goes through. Horrible first experience, and judging by other reviews, this was not a one-off situation. I'll be sticking to more reputable stores for my beauty purchases. Date of experience: October 21, 2021I would normally never waste 4 minutes of my life writing a review, but this company took the cake with how utterly disappointing their customer service is: Put in an order on 4/12/23... mind you item was in stock. Got an email a week later stating "there is a delay in your order" 4/20- "We will ship within one business day" 4/25. After 4 attempts speaking with an online rep. Who mind you would say the exact same thing "this has been escalated, your item will ship within 24 hours." 4/30- Today. Had to alert my credit card holder to file a dispute. Within 1 hour, Dermstore emails me saying your order has been cancelled, please remove the dispute." I tried cancelling this order multiple times due to the utter lengthy time to ship an in stock item. Trash, just utter trash. Service Value Shipping Returns Quality Date of experience: April 30, 2023I used to order from Dermstore cause they have really good prices for Dermalogica - so shop there for my annual supply... This year, products came damaged: washer leaked all over the package, everything ruined in shipping. I returned all items and reorder - other 2 weeks of waiting, and parcel came the same way! Washer - leaked, cream - without seal, facial polish - in open box, and complimentary gift - wrong item: Boscia samples instead of Dermalogica I ordered. Expensive items just thrown to big box without plastic wrap and seals... Eg cheap like $4-5 cosmetic product from amazon - coming packaged properly, wrapped in plastic, right box size, etc. Don't know what happened to Dermstore, but never again Date of experience: January 20, 2020The last three orders I placed with Dermstore didn't ship. Every time I contact customer service I get a lengthy convoluted answer promising someone will call back and help process the order. Dermstore used to be legit but now they're running a serious scam. I've lost almost 300 dollars to them. In the future I'll just buy direct from retailers or I'll go to Sephora. Service Value Shipping Returns Quality Date of experience: June 22, 2021I 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. Tip for consumers:Finicky customer service. Wasted two weeks saying an order would ship and it never did. Products used:None. Never shipped after two weeks. Service Value Shipping Date of experience: March 26, 2021Be aware of very inconsistent pricing. They are a the same entity for several brands together, but sell the same product in different prices. I purchased Christophe Robin's shade variation treatment with Black Friday 30% off on 11/21/21 at Dermstore website. However, I got an email from Christophe Robin for 40% discount for the same product on following day, 11/22/21. I contacted Dermstore customer service on 11/22/21 to cancel my order as I could get $9 cheaper through Christophe Robin site. Please note both belong to the same entity called "The Hut.com Ltd." They declined to cancel my order and shipped it on 11/23/21 instead. Dermstore state "free return" and "customer satisfaction" in bold and you would not notice hidden charges such as $15 fee and non refundable shipping. As I ordered 2 of the 40% off products with only 30% off, I just lost $20 purchasing from them. Never buy from them again. Tip for consumers:Do not use them! Products used:Hair color treatment Service Value Shipping Returns Quality Date of experience: November 23, 2021"In stock" items don't show up. NO customer service to report to that you can hear, understand or get any kind of service from. When you request a refund for the very expensive product you never received they refuse. Fraudulent is the only way I can describe Dermstore. Products used:I never received it Service Value Shipping