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DermStore Customer Service Phone, Email, Contacts

DermStore
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4.5 355 Reviews

DermStore Complaints Summary

4 Resolved
41 Unresolved
Our verdict: If considering services from DermStore with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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DermStore reviews & complaints 55

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J
3:31 pm EST

DermStore Order cancelled, no refund given

I placed a order for Orbie supershine and ordered wrong item. I realized it a couple hours later and tried to cancel order. Dermstore said order could not be cancelled because it was processed and shipping. That was a lie ! I received an email 4 days later saying product was out of stock and they would notify me when it was back. Once again I contacted them to cancel my order advising them of lie they told me and product was out of stock. I even offered to just exchange it for the item I wanted. The leave in cream, not the conditioner. They look exactly alike in blue tubes. They denied me saying my order was processed and I would have to return item once I received it. I also used $15 in dermstore reward credit to purchase this. obviously I have spent money there to have a $15 reward credit. Meanwhile they charged my credit card on 2/9/22 when order was placed, it is now 3/12/22 and they have not refunded me , both my credit card and my $15 rewards. No product and No refund ! They also use a very selective way to reach them. Emails can not be responded to, must go in and start a whole new issue. I did send them yet ANOTHER email advising them I will not stand for this awful service and will complain to every outlet I can find. This is unacceptable and unlawful. They can not charge me and not provide item I ordered.

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W
3:00 pm EST
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DermStore Customer service and shipping

On 01-14-2022 I ordered Sunday Riley vitamin c serum CEO. There was no indication that it was on backorder or delayed. My credit was charged 131.00. Apparently the item was unavailable after at least 10 emails asking for the item to be cancelled and my credit to be refunded it was still not resolved. It is very bad policy to charge a credit card before an item has shipped. On 02-02-2022 I finally spoke to someone in person and I am still not convinced that this will be taken care of. This whole situation was handled very badly and I am extremely unhappy. I will never shop with the Dermstore again.

Desired outcome: Refund my credit immediately

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J
1:01 pm EST
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DermStore Refunds & returns and horrible customer service that appears to be AI

Horrible customer service. They do not allow emails. Web portal does not work properly. They refused a return of a very expensive beauty product that caused a reaction. They lost a long-term customer due to customer service. Buy elsewhere if you want to be able to deal with customer service or return a faulty product. I've ended my long term relationship with Dermstore. I will never use them again. Also, I am suspicious that they have allocated Customer service responses to an AI. It's as if they do not read the response but say the same things over and over. Buyer beware.

Desired outcome: None - will never use again

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E
11:15 am EST

DermStore Refund

@dermstore order [protected] placed on 8/20/21. I am still waiting on the refund. The TNS serum was shipped in the same box with the new face massager. I got refunded for it, but I haven't received my money back for the serum. Is there a different refund process for different products? I mailed your product back to you in October now it is middle of December. Have we still not reached the 5 to 10 business days? The product cost $295! You can see why I am unwilling to let it go.

Desired outcome: Refund

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Update by Ethical and Chic
Dec 15, 2021 11:16 am EST

Is dermstore above ethical business practices?

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R
1:02 pm EST
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DermStore Customer Service Lies

Stick to Sephora. They promised me that that I would be refunded a discount after I contacted customer service that I hadn't applied a discount code. So I agreed to not cancel and reorder and instead order more items since I was pleased by their promise. They then conveniently denied the claim and stopped responding. Pathetic. Returned everything.

Desired outcome: Investigation of their Customer Service team

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K
12:26 pm EDT
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DermStore Never Received Products I was OVERCHARGED for

I've been a customer of Dermstore since May 2019 and never had any issues until recently on 09/2021. I usually place orders anywhere from $500-600 USD every 2 months.

This final order came to a total of $712.30.

I ordered C E Ferulic on 09/04/2021 and was overcharged $179.70 (listed on the website for $166.00 ) and NEVER RECEIVED THE PRODUCT even though the item said delivered on the website. When I received a package with half of the items I purchased, there was no itemized receipt along with terrible packaging.

I've reached out multiple times to customer service and they are essentially non-existent. I've emailed several times and request they send the C E Ferulic that I overpaid for. No one at Dermstore has been able to resolve this very simple dilemma.

The other products that are still showing as pending have not yet been shipped since 09/04, and are currently sold out on the website. No communication from Dermstore in regards to my order, and no refund has been issued for the following items- SkinCeuticals Glycolic 10 renewal ($86.60), Eminence Organic Skincare Monoi Age Corrective Night Cream ($73.61), and complimentary 4 mL A.G.E. Eye Cream.

I'm still waiting for a full refund for C E Ferulic ($179.70). I'm under the impression that they DO NOT CARE and I am highly disappointed in this company. It has gone WAY DOWN HILL and they are unresponsive to my simple requests.

I will be ordering from SkinCeuticals website or another retailer going forward. This is insanity for the amount of money I've spent here.

Desired outcome: Full Refund

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Z
10:58 am EDT

DermStore products not received & unethical behavior

It is my first time order with Dermstore. I have purcashed total 5 items with 1 free gift items given that cost $45. Nonetheless, there are 4 same items are out of stocks which I was only realized when I email Dermstore right after I received 1st parcel with only 1 item in it. This 1st parcel received, the free gift is not in it but with Shipped order status in Dermstore account. When I emailed and asked the customer service, Dermstore promised to replace the unreceived free gift. However, there is no response and update in my Dermstore account after the promise. Hence, I email again, but this time the customer representative claimed they have no option to do replacement and suggest to give $5 credit. This is very ridiculous service and bad experience with Dermstore after sales service. It is totally scam to customer. They charge to my credit card but all 4 items are delayed up to now and it was promised the 4 out of stock items will definitely send out on 23 August 2021. Free gift was not sending to customer and unreplaceable and this is very unethically technique to attract customer to order more with Fake gift free ideas!

Desired outcome: To update the status of 4 out of stock items with a deadline, shouldn't make customer to wait forever. Secondly, replace the missing free gift

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A
12:34 pm EDT
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DermStore I can not get anyone on the phone or email or direct message.

I ordered 2 products a few months back. I did not sign up for a subscription but I received one of the products again and they have charged to my credit card without approval. I have been on hold for hours on the phone waiting for a customer service rep but no one picks up and they have a way of cutting you off after around 15 mins. This company is a scam. DO NOT buy from them or give them any of your information. I also tried to get in touch by email but the way they have their website set up it does not allow you to ask a question or get a response. I will be getting in touch with my credit card company and warning them.
A very unsatisfied customer.

Desired outcome: To get this company closed down.

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L
12:52 pm EDT

DermStore Returns

WTH. I sent a return over a month ago and no updates since! I reached out to customer service using my account messages feature and all they do is respond with same template response, they are NOT reading that I do not have the tracking number for the package i sent since it generates a new one every single time thru the link they sent me on email of my return being accepted and i did not take a picture of the package. I worked in customer service before, all they have to do is search by the address or order number or even the name to locate it but they wont do the extra step! I also called the customer service hotline, and which language are you guys using, to tell me which number in the queue hold i am standing? Latin? How am i suppose to understand that? is it to throw people off so they dont hang in the hotline for an hour on hold but just hang up? this is my Order Number: [protected] please do the extra step and locate my return because I DO NOT HAVE THE TRACKING NUMBER. i am beyond frustrated at this point. for the money i spending on this site i expected high level customer service.

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N
5:21 pm EST
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DermStore Charges to my credit card for a purchase i did not make

I received notice that my credit card had this large amount charged ($1, 033.95). I did NOT make this purchase. I had never heard of this company. I would like information on WHO made the purchase. I would like the amount of $1, 033.95 REFUNDED/CREDITED to my account. I have been unable to get any response from this company. The phone number listed does not work.

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T
6:12 pm EST

DermStore shipping/receiving items

Total scam. I ordered products on 11/14/19. I received no shipping notification. I then called 11/29/19 to see the status on the order and they said it was lost at warehouse. They then re-ordered the products. Same thing happened. I call again to see when it would ship - they cannot give me a status on when it will ship. I then asked to cancel my order and they said they cannot and will not cancel my order...

I called six times customer service throughout the past 2 weeks and now have filed a complaint dispute through my credit card company to get my money back (hopefully). In the process I was lied to by customer service. Here are the lies I was told. I was told one day when I called that my package would arrive by 8pm the same day. She said that just to get me off the phone. There was no tracking number of "said" shipping. I was also told at some point the package was delivered, and I asked what day that was, and they said it was the next day after I ordered it. ha ha ha. That would be remarkable. ;) Again, There was no tracking number associated with said "shipping." And if it had shipped, why would they reissue the order and say it was lost in the warehouse?

I ordered $291 worth of products on 11/14/19 and it is now 12/5/19 and no indication of shipping any time soon.

Do not buy from this company. Total scam and employee actually tell lies to you. LOL!

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B
9:29 pm EDT

DermStore glytone acne clearing cleanser

I've been using Glytone for approximately six years. My best friends complemented my complexion. However, recently there's been a change. they changed the ingredients and it does NOT clean as well as it did before. it doesn't even foam up! when I use the toner after cleansing my face, the cotton ball is full of dirt. I have been experiencing frequent breakouts, and I am 55 years old! This did not happen with the old formula. I'm returning it.

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T
5:28 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

DermStore absolute worst customer service

Absolute worst Customer Service

I placed an order and realized a mistake minutes later. I called customer service and after ten minutes on hold, a recording suggested I send an e-mail and they would respond shortly. Never received a response, but they charged PayPal immediately for $411.

It's very disheartening that they ignored my e-mails and to this day they have not contacted me, nor have I received the order. These products are very expensive, so Customer Service and trust is a distinguishing factor where I (customers) will shop in the future.

They do have a nice web-site, but you can find lots of those in Nigeria.

Surprisingly, according to Dermstore's website the Parent Company is Target!

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T
2:48 pm EST

DermStore full credit not received and can't reach anyone by phone at this company

I returned 2 items that totaled $190 and was only sent a credit for $90. I spoke to several people at the company regarding this issue and they keep saying that it will be corrected, but has not been corrected after 1 month. I've never had something like this occur with any company in the past where a full refund is not provided. I called for the past several days and nobody is picking up the phone at this company. Go to Sephora or Ulta and you will not have to deal with this nonsense.

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C
3:21 am EDT

DermStore the worst website

So many things this company has to fix before selling their products. Well, first of all, I am very disappointed in how your website operates. I put some items in the cart, but the cart itself doesn't show anything.
Ok, for some reason this problem was gone and I finally ordered what I wanted. On the next day I got an email from the DermStore thinking it was a confirmation email or something similar. But no, they notified me that the ordered items are out of stock. I checked everything again and didn't get one thing: the same items were still on the website and it said they were in stock. Ok, it might be one more error.
But I was charged for nothing then. How this can be explained? Of course, I called them and asked for a refund. And was said that they only thing they can offer is to give me a store credit. No, why the hell do I need your credits when I want my money?
Absolutely useless place. Run away, save your money.

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K
2:04 am EDT

DermStore I had so many issues with Dermstore!

I wish I saw all these reviews earlier! I had so many issues with these guys, and they gave me nothing but trouble, Dermstore is the worst online store ever!
Bought some items from them and did not receive a tracking number. I asked so many times for my tracking number and every time they said "sure, of course" but never actually gave it to me.
Then they charged me twice and I had to argue with them about my money. In the end I simply cancelled my order and when I received a refund I was so mad because they gave only half back! I had to contact them again and they claimed that I have already received my money and then I had to explain that they charged me twice and I want ALL of my money back. Their rep said they need time to resolve that and silence. This store is horrible, nasty, lazy and unprofessional, don't buy from them!

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C
7:14 am EDT

DermStore Everything!

I am absolutely disgusted with Dermstore and their terrible service! Delivery was taking way to long and when I contacted them and asked were my order was they said that it was cancelled because nothing was in stock!
But when I made my order everything was in stock, at least that was what their site said. I sent a message where I asked for a refund and for a compensation and they replied that they need time to take a closer look at my case. Two weeks later I contacted them again and they were rude and clearly showed that they had absolutely zero interest in helping me! These people are the worst, don't order from their store!

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M
5:08 am EDT

DermStore Shipping

I bought some products from DermStore and they promised me fast shipping. According to what they said I was supposed to get my order within 1-2 weeks, but delivery took longer than that. In reality it took them over a month to deliver my order. I did not like their customer service, because they were highly unprofessional and were not able to explain why was it taking so long. They also were not able to tell the exact delivery date.
DermStore support was absolutely useless and unhelpful and I can say that I received the poorest quality service.

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A
10:07 am EDT

DermStore Payment and checkout process

I just placed an order through dermstore.com after receiving a promo code. They're one of the few online retailers that carry EltaMD products of which I LOVE!

As soon as I placed my order I was bombarded with an invasive popup asking me to add Klorane Dry shampoo to my cart for a special price, I clicked on add to cart thinking it would be added to my cart for a future order since I've already placed my current order. I just received my receipt on my email and was surprised to see that they billed me for this dry shampoo on my current order.

I believe this invasive and confusing upselling technique a very short-sighted that will not work in the long run and will have an inverse effect on return customers.

I thought dermstore was a legitimate website. This will be my last order from dermstore. Very disappointed.

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W
4:36 am EST

DermStore I want to cancel my order

Hello. I made a purchased and bought some beauty products from Dermstore. The same day I contacted Dermstore and asked them to cancel my order. Customer service did not reply and I did not receive any confirmations so I have no idea what is going on. I want to know did they read my message and was my order cancelled or not. I am pretty nervous after reading all these reviews and I'm afraid to think I might lost my money.
Please Dermstore, if possible, contact me as soon as possible. I want to know what is the status of my order.

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DermStore Customer Reviews Overview

DermStore is an online retailer specializing in skincare and beauty products. They offer a diverse selection of items including cleansers, moisturizers, makeup, and hair care essentials from a variety of brands. Customers can also find a range of tools and devices aimed at enhancing their beauty routines. DermStore provides expert advice and skin care solutions tailored to individual needs, with a focus on delivering a comprehensive shopping experience for those looking to maintain or improve their skin health and appearance.

DermStore In-depth Review

In Summary: DermStore stands out as a premium online destination for skincare, haircare, and beauty products. With a user-friendly website, a wide range of high-quality products, and a commitment to customer satisfaction, DermStore caters to beauty enthusiasts seeking a reliable and comprehensive shopping experience.

Website Usability: DermStore offers a clean and intuitive website design, making navigation a breeze. The mobile responsiveness ensures a seamless shopping experience across devices. The search functionality is robust, with filters that help users quickly find specific products or brands.

Product Range: The variety of brands is impressive, featuring both well-known and niche players in the beauty industry. DermStore provides a wide array of product categories, including skincare, haircare, and makeup, and it's a go-to for professional and prescription-grade products that are not easily found elsewhere.

Product Quality and Effectiveness: Products sold on DermStore are authentic and sourced directly from the brands. The efficacy of popular items is often reflected in the customer reviews and ratings, which are prominently displayed and help guide purchasing decisions.

Pricing and Value: While some items may be priced higher compared to other retailers, DermStore frequently offers sales and promotions. The loyalty program, known as Dermstore Rewards, provides additional savings and benefits, enhancing overall value for regular customers.

Customer Service: DermStore's customer service is known for its responsiveness, with support available via email, chat, and phone. The site also offers professional advice and product recommendations. Their return policy and satisfaction guarantee underscore their commitment to customer happiness.

Shipping and Delivery: A range of shipping options are available, with costs varying based on the speed of delivery. Packaging is typically of high quality, and delivery times are consistent with industry standards. The accuracy of orders is generally reliable, contributing to a trustworthy service.

User Experience: The customer account features are user-friendly, allowing easy tracking of orders and management of rewards points. The checkout process is streamlined, and the site offers personalized product recommendations, enhancing the shopping experience.

Expert Content and Resources: DermStore provides a wealth of expert advice and articles, making it a valuable educational resource for skincare and beauty. The community engagement features, such as Q&A and forums, foster a sense of community among users.

Brand Reputation and Trustworthiness: With a solid company history and numerous industry awards, DermStore has established a reputation for trustworthiness. Customer testimonials and trust signals are prominently featured, reinforcing the brand's credibility.

Environmental and Ethical Considerations: DermStore offers a selection of cruelty-free and vegan products, appealing to ethically conscious consumers. Information on the company's sustainability practices and ethical sourcing is available, demonstrating corporate social responsibility.

Accessibility: The website accommodates users with disabilities, though specific details are not provided. Multilingual support and international shipping options are available, making DermStore accessible to a global customer base.

Payment and Security: DermStore accepts a variety of payment methods and employs stringent security measures to protect transactions. The privacy policy and data protection practices are in line with industry standards, ensuring customer data is handled responsibly.

Special Features and Innovations: The site occasionally offers exclusive products and collaborations. Innovative tools like virtual try-on or skin analysis enhance the shopping experience. Subscription services and auto-replenishment options provide convenience for regular customers.

Overall Satisfaction and Recommendations: DermStore is highly recommended for individuals seeking a diverse range of high-quality beauty products. The site is particularly suitable for those with specific skin types and concerns, given the availability of professional-grade options. The overall satisfaction from customers is high, with the main drawbacks being the premium pricing for certain items. However, the quality, customer service, and user experience often justify the investment.

How to file a complaint about DermStore?

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1. Log in or create an account:
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2. Navigating to the complaint form:
- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the title:
- Summarize the main issue with DermStore in the 'Complaint Title' section.

4. Detailing the experience:
- Provide detailed information about your experience with DermStore. Mention key areas such as transactions, the nature of the issue, steps taken to resolve it, personal impact, etc.

5. Attaching supporting documents:
- Attach any relevant supporting documents to strengthen your complaint. Avoid including sensitive personal data.

6. Filing optional fields:
- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.

7. Review before submission:
- Review your complaint for clarity, accuracy, and completeness before submitting it.

8. Submission process:
- Submit your complaint by clicking the 'Submit' button.

9. Post-Submission Actions:
- Regularly check for responses or updates related to your complaint on ComplaintsBoard.com.

Ensure to follow these steps carefully to effectively file a complaint against DermStore on ComplaintsBoard.com.

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Contact DermStore customer service

Phone number

1 800 213 3376

Website

www.dermstore.com

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