SkinStore
reviews and complaints

I gotta say, my experience with SkinStore was just plain awful. I ordered some stuff that was supposed to be "in stock" and ready to ship within 24 hours, but that didn't happen. And to make matters worse, they charged my credit card right away! I mean, come on, most stores don't do that. They only charge you when the item actually ships. Anyway, I tried emailing their customer service team to see what was going on, but they were no help at all. They just kept telling me they were taking care of it, but nothing happened for days.

After a while, I got fed up and asked them to cancel the order. I found the same stuff at another store and got it the next day, no problem. But even canceling the order was a nightmare. Two different women emailed me back saying they had canceled it, but the online status in my account didn't change. And then, to top it all off, they went ahead and shipped the item anyway! I couldn't believe it.

When I asked for a return label, they refused to send me one. They said I had to ship it back myself and they would only refund part of the shipping costs, even though they admitted it was their mistake. (And by the way, this is totally different from what their website says.) And now they're saying they'll only refund the shipping costs as store credit! After weeks of going back and forth with them, being lied to over and over again, I'm just done. Why would I ever order from them again?

Their customer service is just terrible. They don't care about helping you at all. They just feed you lies to get you off their back. I'm pretty sure they shipped the item just to force me to pay for it, and now they're doing everything they can to make it hard for me to send it back. I've even had to dispute the charge with Amex because I'm not getting anywhere with them.

Honestly, I would tell anyone to stay far, far away from SkinStore. This was by far the worst online shopping experience I've ever had.

I gotta say, I've had a couple of experiences with SkinStore and they haven't been the best. The first time I ordered from them was back in May of 2018 and I still haven't received my package. I mean, come on, it's been over two months! The tracking info says it's been shipped but it hasn't been delivered yet. The last update was from May 18th, saying that the electronic shipping info was received in Shepherdsville, KY. That's not very helpful, is it?

But I will say, their customer service was pretty good. They offered me a replacement or a refund and I got my money back pretty quickly. So that was a plus. But then I decided to give them another chance and ordered from them again on July 2nd. This time, the package did arrive on July 11th, but it was in pretty bad shape. It looked like it had been damaged or tampered with.

When I opened it up, I found some of the products I ordered, but not everything. There was no packing slip and one of the items was missing. I contacted customer service and they told me they had had this issue before and that they were going to investigate it with their courier. They even sent me a form to fill out, which basically said that I wasn't lying about the missing item. I mean, seriously? Do they think I'm making this up?

I'm not, by the way. I just want what I paid for. It's not my fault that SkinStore messed up my order twice. And to accuse me of lying about it is just insulting. I'm tired of dealing with this and I just want it to be over. I'm waiting to hear back from them about their "investigation" and I'm even considering getting the police involved. It's just ridiculous.

I recently made two orders on SkinStore's website and unfortunately, my experience was not a positive one. In my first order, I had included the Aesop Exfoliating Duet, but it was cancelled due to being out of stock. However, I noticed that the product was still available online, so I decided to place another order with two of the Aesop Exfoliating Duets along with other items. To my dismay, only one of the two Aesop Exfoliating Duets was shipped to me, despite being charged for both.

Furthermore, the packaging of the items was not done properly and two of my items had leaked and were damaged. I tried to contact SkinStore through their app, but the messages I received were confusing and contradictory. One representative claimed that the second Aesop Exfoliating Duet had not been shipped yet, while another representative said that I had only ordered one. It was frustrating to deal with this company as they did not seem to be looking at my order receipt or credit card charges, which clearly showed that I had ordered and paid for two of the items.

Despite being promised a refund for the damaged products, I did not receive one and had to resort to asking my credit card company for a chargeback. However, the day after I requested the chargeback, SkinStore intentionally deleted my account. This was likely done in an attempt to erase any evidence of our correspondence and their admission that they did not send the second Aesop Exfoliating Duet. In their final message to me, they even claimed that I had only ordered one of the items, which was not true.

I am extremely disappointed with SkinStore's behavior and feel that their actions were dishonest and deserving of a lawsuit. I have never had such a terrible experience with a company before and would not recommend them to anyone. It is important for companies to take responsibility for their mistakes and treat their customers with respect, which SkinStore failed to do in my case.

3.9,22. this was the date as placed an order for Dr Dennis Gross daily pads. I was told the order no [protected] would be dispatched and an e mail came through 2 days later saying i could follow tracking. 3 weeks later no delivery!

i e mailed 3 times to be told it was on the way and would be with me within 24 hours. Still no order after 3 more days. I telephoned the Hut group who told me the product was in the warehouse and could see no reason why i had not received it. Kia told me it would be with me again in 24 hours - it was not! I was then told by Sarah who called me on 23 September to say they couldn’t deliver the goods i ordered - she didn’t know why - only that i would be reimbursed!?

Then my account received a credit but not my credit card ! i wanted the credit to my card not the account as i wanted to buy the said product elsewhere, but as Skinstore credited my account i was unable to buy anywhere else! I now have credit in my account which i’m unable to use and have tried to e mail and explain and speak on chat but nobody helps me or understands what i’m trying to tell them! I am so frustrated and fed up - the whole situation has been stressful and caused me anxiety!

Its been almost 8-9 days now, i received the delivery but product is missing. I'm writing email to the customer service and they are asking me to wait and no solution till now. There is no call or mail until i do, such a poor and worst customer service. Date of delivery of product: 8th aug 2021. Order: 99012. Desirable resolution: Need the same product or need refund of the money

I ordered $400 worth of product from them. They shipped me a damaged OPENED ANS BROKEN SEALED item. I provided 15 photos. Each time they claimed they couldn't see them. Product and box damaged. Inside product NOT sealed. They talk in circles so you let it go. Horrible and rude customer service. They said the "box did it's job, no?" I refuse to use any product that has a broken seal and the inside product doesn't even have one. Both items were damaged. Rude. Don't answer. Every time someone else answered and asked for "additional photos" as you can see the photos are clear. The seal is clearly broken. They wanted me to keep it for a discount. They are selling USED PRODUCTS

I purchased TNS Essential serum from the Skin store for $269.65. There are two chambers. One chamber contains red serum, the other chamber contains pink peptide serum. When you pump the bottle both red and pink serums are supposed to emerge from separate holes.The bottle I received only has one working chamber(the red serum). The chamber containing the pink serum appears to be empty because nothing comes out.

I ordered from skincare 400 dollars worth of skinceutical product. The package said it was delivered but I never received it. They made me wait 30 days before they could resend my order even though I exhausted all avenues of finding my order in my apartment building and proved it to them. They finally resent my order and I got it 7 weeks after I first placed my ordered. My order was missing one of my items. I wrote messages to customer service and was told it was out of stock. Then I was told they would send when back in stock. They then told me they couldn't send it because it was part of a bundle and since I was sent the other half of the bundle already I would have to send it back or they would give me a 50% refund. I've already started using the other serum so could t send it back and they refused so send me the bottle they didn't include. They made the mistake. I now am not getting a fair refund because the product they didn't send was the expensive part of the bundle that retails for 166 if bought alone and they are only giving me back 120 of my total. They offer no customer service by phone and send a lot of computerized responses without really reading previous messages. I am very disappointed and upset about this transaction. I will never again shop with them.

I placed the order on December 18th, and it is January 13th. I am waiting for a month's package! ! ! When I track the package, it shows a place outside of the business city (wrong delivery address).
What happens when I seek customer service?
They complained that I left a lot of messages and then closed my box. In addition, they also refused to help me fix the package status because their website showed the package I delivered.
Therefore, I released the support image and it is very hopeful that they can find the problem. But then did not respond to me, no refund.
They even said wrong to me.
It's not about money now. I will post this message here just in case PEOPLE ARE DECEIVED.

No update on when the remaining order will be shipped...i will no longer order from this company...at least let me know the status. I called the complaint number and its not working...never again

Hi, I would like to raise an complaint. Last year in August I ordered a face steamer which never arrived. I have contacted your company 3 times and no one has ever helped me! Last time I spoke to a Macy who said that she would query this with the courier company but obviously never did as I never heard back. please see conversation below.

I have been away in Germany for the last 3 months due to a close family members passing and have today again contacted you to find out what happened with it as I have paid for a product that I have never received. Only to be told by your colleague that it has now been too long and that they are not able to help me, apologising for any inconvenience caused?! No one has bothered to help me each time I contacted you!

This is the worst customer service I have received and I would either like a replacement product or a refund for this.

I would appreciate a response from a supervisor as unfortunately the people I have been dealing with so far have not been great.

If you go back into my history you will see how many times this has been mentioned and how many times I have tried to get this resolved and I would appreciate this being looked into properly.

My order number is [protected].

Skinstore.com stole 900 dollars from me they said the products shipped but they gave me a fake tracking number fedex never got the package this is a scam site their liars and theives and deserve to be put of business for good customer sercive is rude everytime i call about my order they hang up in my face or they say they cant help me i want a refund asap of my 900 dollars for productd not received

I received my November box and the Laqu & Co lip pencil was smashed a little upon arrival every other item in the box was fine.in my December box the Laura Geller easy illuminating stick was also a little smashed and again everything else in the box was fine. I ordered a few additional boxes last month also and I received 4 of the December 2016 box when I should have gotten 2 of the December boxes & 2 of the white & blue boxes with a bird & woman on the box. I have been getting Glossybox for a very long time & never really had any issues until now. I love the variety of products I receive & realize accidents happen at times. Hopefully these items are replaced and from here on out things go great. I added photos below.

WORST CUSTOMER SERVICE - I received an item with a faulty dispenser (photos attached). The ball which snaps into the dispensing hole has actually separated from the top leaving a hole in the top and the product is plugged so that the contents are not accessible. It is beyond the return period, however, the product is FULL and I often buy multiples. I had no reason to open it sooner and it is obvious that the container is defective. I am having to fight for a replacement. Not asking for a refund - just want a product that I can use! I have been purchasing products from them for years but evidently they do not have the Customer Service intellect to make a wise decision and do what is right for the long time customer regardless of the return policy. I am obviously not trying to scam them!

Where's my order? I have not received it yet. The customer service is a joke, I can't reach them.
Looks like they didn't even try to ship it or maybe it was seized by customs or what... I don't know. It's been 2 months since I made my order, the customer service is useless. I can't get a simple answer to a simple question: why don't you just resend it or give my money back and make everyone happy?
Please don't use them!

I ordered two cleansers. The company sent the wrong product. They made me pay to shop t back and promised to send me the right product when they received it. I returned the wrong order I received. The usps tracking site says it arrived. The company is claiming it did not arrive and it was shipped somewhere else when they look at the tracking number, which is untrue. It has now been 21 days since I returned the products and I still have not received the correct product or the refund I have requested several times. I simply get a response of sorry but it's on you. This is truly disappointing and I have been a customer for a long time. I would like a refund for the two cleansers I ordered and never received a month ago. But the company is refusing to help me.

What a ridiculous company to deal with! I ordered a product from www.skinstore.com and the one arrived was incorrect. I contacted SkinStore right away and asked for a replacement. Their rep said that the product I've ordered was no longer in stock. So if it was no longer available why no one contacted me? Why they sent me something I did not order?
Anyways I asked for a refund and they said that they were not able to do that. They said that it was against their policies. Then I asked them to show where exactly it was written and they did not reply. Later I contacted them again and demanded my money back. Spoke to another rep, who could not even understand me. I explained that I received the wrong product because mine was not in stock. And they said like why do you want a refund if you received the product. Are you kidding me? Beyond ridiculous! Will never buy from them again!

I was a loyal customer for many months now but my recent experience with SkinStore was terrible!
I have made a big order with these guys and when I opened the package I saw that there were 5 items missing! I contacted customer service and they said they'll cancel the missing items and give me a refund.
About a week later I contacted SkinStore again and asked about the money. This time they said they were not able to cancel and asked me to pick something else. I refused and demanded my money back. Their rep promised to think of something.
Another week passed and they claimed they never promised me anything and literally blamed me! Asked about the money and they said no again!
These guys are terrible! Hope their faulty business will shut down!

I've ordered some products from www.skinstore.com and received nothing. I waited for about two weeks and contacted their customer service to see what was going on and they said that my order was on its way. How foolish I was to believe them!
Another two weeks passed and they claimed that my order was delivered! I did not receive anything and when I asked for a refund their rep became extremely rude and called me a liar!
Later when I spoke with more adequate rep I found out that my order was sent to the wrong address! And even though the whole thing was their mistake they refused to do anything about that! So lame!

I purchased three products from Skinstore.com. When I attempted to checkout, a ``Visa Verify'' box popped up and required I provide the last four digits of my social security number and my birth date. I called them and explained I did not want to provide that much personal information and was told I could send them a money order - which I did.
After 10 days, I still had not received my order, so I called them. I was told the MO was received on 11/17/11, but that all checks and MO's are held 10 days to make sure they clear. Anyone, with an ounce of sense, knows a MO is purchased with cash and the money is available when the MO is presented at a bank. It is not a check! However, they said that MO's can be faked and therefore had to be held for 10 days - WHAT?
This is ridiculous and I do not plan to do business with the company again. Beware! Either you give them all they need to steal your identity or clean out your bank account; or they will hold up your order until they are good and ready to send it. Customer Service does not exist with the Skinstore.com!