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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 complaints 45

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Newest DermStore complaints

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12:36 pm EST
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DermStore No honor among thieves.

I purchased 19 products from this company on 12/30/2023. They claimed there was a problem with my card and then bounced my order, (they changed the price of my items, much higher than originally offered) and then offered to try again, hilarious!. This company is not looking to sell beauty products they are looking to sell lies and deceit. Customer service is a joke!. Do not waste one dime of your hard earned money here.

Desired outcome: Honor you advertised price.

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3:34 pm EST

DermStore Refusal to accept a return

2 items arrived that were clearly expired. I have followed their return process precisely-- filling out their forms, sending photos, answering question after question and they keep saying a decision will come after an investigation is complete. This is going on 2 weeks. An investigation of what? This is the second bad return experience I've had. All I want is a return label and they can examine the products themselves. It feels like a deliberate attempt to make returns as difficult as possible.

Claimed loss: $300

Desired outcome: Provide return label so I can return items!

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11:18 am EDT
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DermStore Fraud & deceptive trade practice

This is the 2nd complaint I've had to register about this company. I could register more. They quote one $ for autorenewal and charge another. $156.40. I've been charged $199.20 (2x). The 2nd shipment cannot be canceled "until it ships?" WTF. I called and they tried to talk their way around the subject. Their "Helpdesk" is outsourced to a foreign country. Needless to say ... no help. Chatbot is not helpful either.

Desired outcome: Refund on current charge and additional refund of the difference between quoted price of $156.40 & the actual charged to my cc of $199.20 which equals $42.80. I want all interactions w/ this company to cease.

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Is DermStore legit?

Our verdict: Complaints Board's thorough examination reveals DermStore as a legitimate entity with notable strengths. Despite a 8% resolution rate on customer complaints, which invites a closer look, DermStore stands out for its commitment to quality and security. Clients considering DermStore should delve into its customer service record to gauge compatibility with their expectations.

DermStore earns 91% level of Trustworthiness

Perfect Trust Endorsement: DermStore achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for DermStore. The company provides a physical address, phone number, and 2 emails, as well as 3 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Dermstore.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Our scan shows DermStore website is free from malware and phishing activities, which are types of online threats that can include viruses, worms, Trojan horses, ransomware, and other malicious code, as social engineering tactics used to trick users into sharing their personal information.

Dermstore.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

DermStore as a website that uses an external review system. While this can provide valuable feedback and insights, it's important to carefully evaluate the source of the reviews and take them with a grain of salt.

Several positive reviews for DermStore have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

However ComplaintsBoard has detected that:

  • While DermStore has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 8% of 45 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
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7:06 am EDT
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DermStore Returned items and no refund

I have always shopped at Dermstore and had amazing service until this Christmas. I purchased items in November and did not receive until after the holidays. I wasn’t upset by this just planned to return them. The Hut (Dermstore) received these time January 30th. I have written them many times. I had many calls with managers who promised a refund because they knew they has the items. I finally had to take the case to PayPal. The Hut has split my order into two charges. When I made a dispute they honored the first but used that refund to disprove the other charge. PayPal does not pay attention for disputes and didn’t read or look at the evidence that both charges were for the same order that I had not been refunded for.

I have spent $1000s over the years at Dermstore. Loyal customer since they began. I will never shop there again. Shipping is questionable. They still have $200 of mine they refries to give back. It’s another company who’s using tactics to cheat and steal from customers. It was my first return. I should have learned sooner.

SHOP SOMEWHERE ELSE! Trust me.

Desired outcome: The rest of my refund. $170.00I was refunded part of the charge through PayPal but not the other charge for same order. I tried to do this through the Hut

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1:29 am EDT

DermStore Not refunded, false statements and negligence

I had ordered a product from Dermstore, it never shipped and then I inquired about it a week after it was supposed to arrive as it showed on the tracking number that it had not left the warehouse (two weeks after purchase) I was also requesting a refund and cancellation because it never shipped. I was told from the company that the order never shipped bc it was out of stock, that they would cancel the order and I would be refunded. The next day I got a notification that they still shipped it and then that it was delivered to my house two days after. Which it shouldnt have even been shipped now that I cancelled I also ended up not ever getting this item that supposedly shipped. By this time, they had already said they did not have the item anymore, yet they pushed/disregarded by shipping almost immediately and never refunded me. Very sketchy Then when I inquired that I never even received this ite, and I am still waiting on my refund, they chose to probe if I had searched for it by providing specific places to look for it. I told them again I did not get this item and was told again I would get my refund 3-5 business days. Did not get the refund, I emailed Dermstore again, and they asked, AGAIN, if I looked for it. This wasn't the issue, I cancelled it and was confirmed a refund. Which was distracting and pushing more time for me to get my refund back, as responding each time takes about two days for an answer. After the third time of asking for my refund and getting confirmation of this, I called the company and spoke to the management team. They again told me they were sorry, and it would be refunded 3-5 business days. Did not receive it and wrote ANOTHER EMAIL to dermstore asking for my refund. Not only that, I had informed them that I will be reporting them to the appropriate agencies. They sent me another email not acknowledging all of their wrong doing but yet another blanket response, 3-5 business days for a refund. This last email happened today. The company also stated that o initiated this original refund YESTERDAY without acknowledging all of the other inquiries that started a month ago. Which has resulted in over 9 emails, 1 chat through their website and one phone call to the manager in the span of over a month. This will be the third time I have purchased from this company and had issues similar to this. I believe I gave them so many chances due to the great sales they had on skincare. But some things are too good to be true, and now I will only be buying directly from the company's that make skincare products. DO NOT RISK PURCHASING FROM THIS COMPANY. They do not listen to the customer and the fact that they somehow were able to ship an item and attempt to bypass my request but get it, somewhere, not sure where it was mailed to. Not only that, treating the customer like they are incompetent and addressing each email as a new issue! this is extremely shady doings in order to grow their company. User's recommendation: Do not do business with them! Maybe this company should consider not being in business as they leave over 2/3 customers, proof in all the reviews, unsatisfied and ripped off or scammed but continue to do this unethical treatment.

Desired outcome: Refund now! Not 3-5 business days statements anymore. Apology, hold every employee accountable for not acknowledging original issue and termination of my account.

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legallyblondesq
Boca Raton, US
Jun 10, 2023 10:10 pm EDT

The same thing is happening to me right now. This is theft.

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11:29 pm EDT
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DermStore Dermstore Skinceuticals Products

I purchased Skinceuticals Phloretin CF, Skinceuticals Sunscreen, Discolouration Defense and Skinceuticals Retinol worth USD 300 from Dermstore. Three of the four products did not have an expiry date and caused severe damage to my skin. Even though the products are marketed as suitable for sensitive skin , these caused severe rash and damaged my skin barrier.

I tried giving the products some time as suggested on the product usage guide but even after giving week long breaks between trials the skin never got used to them and my skin kept getting worse

My reviews of these products have not been published. Beware Users!.

To make matters worse I have been trying to get a refund but Dermstore is sitting on my request for over a month now. The reps reply making excuses like we are still working on it.

Desired outcome: Refund

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10:19 am EST
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DermStore Order number [protected] - tracking number D10013630159231

According to your delivery service my product was delivered yesterday evening at 6:36 PM. I was home and have a ring doorbell - no one delivered anything to my door.
There is no contact information available on the website or online for your delivery service.
Please contact your delivery service as I will not pay for items that are not delivered to me.
Darlene A. Kuhn
[protected]@roadrunner.com

Desired outcome: replace the item that wasn't delivered.

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2:15 pm EST

DermStore Is Clinical Active serum never received

I ordered them this product online on Dec.17, 2022. I was sent a confirmation email along with a tracking number stating my order would be delivered between Dec.21-23. Today is December 27,2022. The serum which was the big gift for my son's girlfriend never arrived. The tracking number states that it's still awaiting to be picked up . USPS tracking is still awaiting item. My item has not updated since I ordered it.

There is no answer on customer service. No online query available . I've been scammed out of $150.

I am very angry .

Desired outcome: I would like my product or at least a refund

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10:48 am EST

DermStore Customer service is bad!

I had intentionally purchased an order from Dermstore a month before Christmas in order to avoid out-of-stock items and delivery delays. Well, on 12/23, I received an email from them stating that my order had been cancelled. WHY? And without explanation! This is absolutely unacceptable! 2 days before Christmas?

I will never order from Dermstore again! Buyers Beware!

Desired outcome: I would like an explanation and an apology!

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3:52 pm EST

DermStore Customer service

I had reached out when I did not receive my purchase. It was a Sunday so I only had the option of “chatting” with customer service rep. Such a waste of time and energy! 😡 Found out that my purchase went to a different address. I live in NJ my product went to LA. The person I was texting was saying that their system never makes mistakes and it’s usually the customer’s fault for entering in the wrong address. Mind you that the LA address was a very detailed address with an apartment number and building suit number. Customer rep was even asking if I had ever lived in LA and also asked how long I’ve been living at my current address as if it was any of their business. I know where I live. I used a credit card so I had to enter the billing address as well. Also, never received a dispatch email confirming my package was sent out. Obviously online businesses never get hacked and glitches never happen. 🙄 Will never purchase anything from this company again. Customer service is terrible if you ever do come across a problem with your purchase.

Desired outcome: I asked their online representative for a refund or for my purchase to be sent out to the correct address that matched my billing info. His response was that it wasn’t their fault this happened.

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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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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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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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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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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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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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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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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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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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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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DermStore contacts

Phone number

1 800 213 3376

Website

www.dermstore.com

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