DermStore review: Poor customer service

I’ve been a loyal Dermstore customer for many years, spending thousands of dollars and had recommended them to countless friends, and family. Unfortunately, my recent experiences have been nothing short of disappointing, and I feel compelled to share them.

A few months ago, I ordered a cream that was never delivered. Customer service asked me to fill out a form multiple times, and each time they found a new reason why it supposedly wasn’t complete. After several attempts and no resolution, I finally gave up and took the loss, something no loyal customer should ever have to do.

Still, I gave Dermstore the benefit of the doubt. Because of my previously positive experiences, I placed another order the following month. They charged my account but then claimed there was a “payment failure” and didn’t send the product. I called customer service, provided proof of payment, and was assured it would be resolved.

It’s now been over a month, and despite multiple follow-ups, they still refuse to send my order or refund my money. Their latest excuse is that they’re waiting for reimbursement from their vendor, but that’s not my problem. I purchased from Dermstore, not their vendor, so it’s Dermstore’s responsibility to make this right.

At this point, I’ve lost confidence in the company. Their customer service is unhelpful, dismissive, and completely fails to take ownership. I genuinely hope upper management reads this and takes action to retrain and empower their support team, because this is not how you treat loyal, long-time customers.

Sadly, I won’t be shopping with Dermstore again. With so many other online options that actually value their customers, Dermstore no longer deserves my business.