DermStore review: Told to discard item, then refused refund — avoid

Ordered the Neocutis Journée Rich Cream ($200) and paid for Express Shipping to get it fast. It arrived defective — pump wouldn't dispense the cream (too thick), and the expiration date was surprisingly close for a "new" item, like it had been sitting in a warehouse for ages.
I called Customer Service and specifically asked if I needed to return the item before getting a replacement. I was told no. So I threw it out, since I was told there was no need to keep it or the packaging.
Now their "Investigations Team" is asking for photos of the packaging I no longer have — because I followed their own instructions — and using that to deny me a refund or replacement. I don't have a personal recording of the call, but they should absolutely have logs of it on their end.
Bottom line: a $200 product got thrown away because of what their own rep told me to do, and now I'm the one being penalized.

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