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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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M
3:35 am EDT

DermStore Lesson learned

I received the worst customer service here! When I contacted DermStore and asked about my order status their rep replied very rudely and refused to provide any information regarding my order status! They said they were too busy and did not have time to answer my questions.
Shipping took forever and I wasn't expecting to get anything. When my order finally arrived I was very disappointed because I received an incorrect product. Lesson learned.

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J
4:59 am EDT

DermStore Unprofessional!

I wish I had read the reviews before I made my order, I do regret that I decided to try DermStore! Ordered some products from this website and for quite a long time there was no news about my order and took a lot longer to deliver it than they promised. So I emailed DermStore customer service but there was no reply, then I decided to try and called them and felt lucky when someone picked up! I tried to explain the situation but their rep did not want to listen to me and gave me a hard time. When I tried to calm him down he just disconnected! Terrible!

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L
7:12 pm EDT

DermStore Bad customer service ever in my life!

Was my second purchased. (First time was fine because no need to contact them). I contacted them because received an email said my order not yet completed, so it's reasonable to call them find out the order status, right?! because my card has been charged. Their representative named BRANDY, she had an bad attitude and hard time to answer you things. They made you feel like begging them something! She is UNPROFESSIONAL, IMPOLITE representatives ever spoke with. I am not sure if DERMSTORE is paying them a minimum wages. Since I can see there's thousand bad reviews all regarding their poor customer services. I should read and search before buying from them!

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K
12:33 am EDT

DermStore They stole my money

I wish I had read the reviews first! Anyways, I have ordered a cream from DermStore and when I tried it I had an immediate reaction to it! My face was itching and some red spots appeared! I contacted customer service and asked for a refund. They agreed and told that first I have to send back the product. I even paid some extra money to ship it back. They received it and said that I'll be getting my refund in a week. Three weeks already passed and still no money and now they even do not reply to my messages! Avoid this scam at all costs!

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L
10:02 am EST
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The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
DermStore has left an official reply on this complaint.

DermStore Very bad experience

I purchased the BeautyFix box from DermStore. I actually liked the box but I won't be purchasing anything from these guys again. The reason is because I received a product from a brand that used to be at Sephora. The item I received had the label of Sephora, and the only thing I hate the most is Sephora. This product was expired and unusable. I contacted the company and asked for a replacement. When I received it, it was also expired! Completely unprofessional.

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R
6:51 pm EST

DermStore I was put on an automatic order status without my permission and now I have to pay the return shipping to get my money back!!!

I purchased a product(Paul and Joe protective foundation primer UV with Sign up and get 20% off coupon, ) and Dermstore added an additional product(Beauty Fix) as a 'promotion' and charged my credit card for it without permission. The order confirmation I received initially indicated only the charge for the product I actually ordered($27.52), but the store charged me $60.74(32 for the Primer I ordered, Discount amount goes away when checkout completed! $24.95 for the beauty fix I DID NOT order, and I have to pay the return shipping to get my money back! I will never buy another product from Dermstore again!

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M
10:51 am EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

DermStore Fraudulent company

I bought a beauty product through dermstore site and after almost one month I received a SMS notification stating a purchase through dermstore also! I was surprisingly shocked and thought my card was hacked or stolen. I tried to contact the site but this was not functional as they don't have an e mail in the contact page and there were not any agents all time in the live chat page. Finally I contacted them through the e mail they sent me when I made the first purchase to cancel the purchase and refund me. Almost after two days they replied late and stated that I set up an automatic refill and will not cancel the order and they will ship it soon. I don't recall such an automatic refill when I first made my purchase.
This is a fraudulent company and I'm surprise how such companies operates in US.

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F
12:19 pm EST

DermStore Stay away from this website

I ordered a skin cleanser from this site in the 6 oz size, when I received my package it contained a 2oz sample size of the product (I had paid for the full size) along with a skin moisturizer that I did not order but assumed was a sample owing to its small size (more on this later). I called customer service, and I did get speak to a live and easy-to-understand person pretty quickly, so kudos for that. The representative said that she would send me the full size product. So . . . cut to a week later and my package arrives from the DermStore. I opened it, and AGAIN they sent me the 2oz size of the product. I didn't call them that day, I was too annoyed. I ended up not calling them at all because the next day I tried the skin moisturizer accidently sent to me and I really liked it, so I looked up the product online. Come to find out that the product was actually full sized and pretty pricey, more than what I paid for for the cleanser. So I decided to let it go and just never order from them again, all's well that ends well, amiright? No, I am not. Because today I get home from work and check my mailbox (snailmail) and there is a copy of More magazine in the box addressed to me. I was like wth? Called More magazine and spoke to a very nice person who explained that I received my subscription "free" with my dermstore purchase. I told her to cancel it. Whenever I order ANYTHING online I always opt out of all "free" offers, so I have no idea how this happened, but it really pissed me off first of all because I did not order the mag, second because you KNOW that turns into a paid subscription after a certain peroid of time and third (and this is my own vanity, I know) I am in my TWENTIES! The end.

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G
12:15 pm EST

DermStore I'm tired of Derm Store flooding my mail box

I used to use them until they started sending me duplicate marketing emails almost everyday. I replied to each and everyone of them explaining that they are sending 2 emails to the exact address, 3 minutes apart, but still they come. It's frustrating that you use a site in good faith but then they bombard you with marketing but have poor administration. Could you imagine CVS or Ulta locking you in their store so that they could explain what's on sale and then you have to shovel their flyers to get out of the store. I'm tired of Derm Store flooding my mail box.

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K
11:51 am EDT

DermStore Do not, I repeat, do not place an order with dermstore

I had my order held for some frivolous reason they couldnt explain to me sufficiently, after I called them to find out what was going on with my order (a week later) they said they would release the hold but I was so pissed off I had started searching for my products elsewhere. I found them for almost half the price on amazon so i called dermstore back immediately - literally within five minutes of making my inital call - so that I could cancel the order and they REFUSED! Claiming the items had already been processed for shipping? WHAT? So I am now lumped with these goods that are double the price when compared elsewhere and I have to wait twice as long to receive them.

Ridiculous! STAY AWAY FROM THEM. Customer service is terrible.

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J
7:33 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

DermStore Container not full

I purchased over $500 worth of products and one of the products did not even last a month and it actually felt light when received. I called to advise of this issue and thought that they would send me another one in good faith. They put me on hold for about five minutes and then said they were sorry, but the best they could do was give me 15% off anothe bottle. It was crazy that they did not even care that I had spent over $500 and would come back with additional orders. These people don't care about customer service and I would suggest that no one orders from them again . . . . I will NOT, and I plan on telling all my friends about this scam. By the way, the product cost $90.25.

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S
4:36 pm EST

DermStore I do not think I will order from them again

I actually never placed the order. When I was putting things in my shopping cart, I was under the impression that I was going to get 15% off my entire order because I had filled out a survey. But, the 15% was only if I was going to buy the same product that I bought before (which I would not as I was dissatisfied with the product).

When I found that out (I had called them because I though their site was malfunctioning by not accepting my 15% off code) I minimized my shopping cart and sort of forgot about it. A few hours later, my computer had a pop up that said I needed to update some software, so I did so and that required me to restart my computer. I never actually finalized my order and was on the fence about it because I wasn't getting the 15% off. I was going to look around to see if I could find the things I needed for a better price.

I never received an email from Dermstore saying that they processed my order. A few days later, the order just CAME on it's own and on the same day, later, I got a tracking number from Dermstore saying my order had been processed and was ready to ship and they gave me a shipping number, BUT THE PRODUCT WAS ALREADY HERE!

They charged my credit card and even though it is products that I would use, I do not think I will order from them again because they will just send you anything they want to without you getting a chance to confirm with them.

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J
5:41 pm EDT
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DermStore has left an official reply on this complaint.

DermStore Unauthorized charges-tampered with products

Purchased a product and dermstore added an additional product as a 'promotion' and charged my credit card for it without permission. The order confirmation I received initially indicated only the charge for the product I actually ordered. The ‘promotional’ product they sent was opened and unsealed intended for eye use. When I emailed them several times they never responded. When I called to complain after confirming they charged my credit card and have the charges reversed, they said that this was a promotion and if I did not want it, I would have to pay the shipping to send it back even though I didn’t order it in the first place and only then would they credit my card. They said even if I did not ask for the product and if it was tampered with or open, the only way they would credit may card was for ME to pay the return shipping. They would not issue a return label or reimburse the cost. Dermstore.com is sending potentially toxic and dangerous products to unsuspecting customers and charging those same customers to reverse the unauthorized charges. I will never buy another product from them again. Dermostore’s practices and products should be viewed as a danger risk to the public.

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Update by J Montalvo
Jun 27, 2011 5:18 pm EDT

I have NOT received a refund. When will it be issued?

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B
5:25 pm EST
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The complaint has been investigated and resolved to the customer’s satisfaction.
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DermStore has left an official reply on this complaint.
Featured review
This review was chosen algorithmically as the most valued customer feedback.

DermStore - I am shocked they have not been shut down

I was put on an automatic order status without my permission and they kept send ing me the items monthly. This added up to $400 and they were still sending them, I could not complain through the website (not functional) or phone (please hold) click. Or email, no response and non existant email address furnished. They are a fraudulent company, no online...

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M
6:34 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

DermStore Bad business practices

The company offered a free trial and then set up an account for future shipments. After the first shipment arrived I attempted to log on to my account and couldn't. I called the 800 number and was told the system was updating and I should try again later. This happened several times and I've since received 3 shipments from this company and have tried to cancel the account each time and get return authorization to ship the product back to them. I finally reached a person today who asked enough questions to realize I was on the wrong website. Now I am only going to get reimbursed for the last shipment and store credit (which I don't want) for the previous two. These people are rude and not helpful. I was also told that the first person I talked to today had canceled my account while I was talking to her. That was by a supervisor that I had been talking to for more than 10 minutes. I said I hadn't received an email confirmation yet and she said the account had been canceled 6 minutes prior. I was on the phone with the supervisor at 1:27 pm Eastern time for more than 10 minutes by that time which means that the CS Rep hadn't canceled my account when I was talking to her as the supervisor said but only after I had been talking to the supervisor for some time already. It's 1:48 pm Eastern time right now and I still don't have a confirmation that my account has been canceled. It's an automated system so who knows when I'll get the email

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Behi1990
Marietta, US
Nov 29, 2023 12:02 am EST
Verified customer This comment was posted by a verified customer. Learn more

Muly account is blocked.

I returned 15 items to return department.but after more than 1 month ,the money did not refund to my bank account.

No body respond to my problem in this issue.

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:
- Start by logging into your ComplaintsBoard.com account. If you don't have an account yet, create one to proceed.

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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DermStore contacts

Phone number

1 800 213 3376

Website

www.dermstore.com

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