"Can’t tell you how many times I’ve purchased something from Dermstore and had a promised date of delivery that keeps changing later and later. When I’ve called about the orders I’m either told it is out of stock or “lost in transit”. I stopped shopping w/them and switched to Skinstore (yes I know same owners) but they actually performed well. Now that they combined and I have to use Dermstore again, the same exact problem happened with my very first order again. I am DONE. My advisement is to STAY AWAY!!!!"

"I ordered products that caused burning of my skin and eyes. They wanted everything but my firstborn child. They wanted pictures of my skin and eye pain. Not sure how to take a picture of that. Overall a very poor customer service experience. Buyer beware before ordering from this company."

"Placed my order and it got lost. I messaged Dermstore and I was told they would get back to me. I waited 2 days with no response. I finally called and was able to get a replacement sent. I received my replacement and one of the items had been open. Again, I called and I’m told I have to wait to ship the item back for them to send a replacement. By now I have ran out of my previous bottles and I’m still having issues with my order. "

"I ordered, item was in stock, they took my money, now magically not in stock. No ETA on delivery.

Even customer service suggested cancellation.

Your new message from our Customer Care Team:

Hello Richard,

Thank you for getting in touch about order 367624483.

I am sorry that this has not been dispatched as yet.

Please advise if you would like to wait for the stock to be allocated or would you like this canceled?

If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

I appreciate your patience.

Have a lovely day.

Kind regards,

Simone

Dermstore Customer Service Team"

"I purchased 2 of Christophe Robin Shade Variation Mask, 30% off for $40.90 each on 11/21/21 from Dermstore. I received an email from Christophe Robin store following day 40% off for the same product. Please note that they belong to the same entity called The Hut.com, Ltd. as mr previous Christophe Robin order was shipped by Dermstore. I contacted Dermstore customer service if I oils cancel my order as I’m paying $10 for the same products. They declined and shipped my order on 11/23/21. I tried to return my entire order and found their free return was not free at all: they charge $15 fee for any returns and shipping non refundable. They state free return and customer satisfaction in bold on their website and you never notice these fine prints. I will never purchase either Dermstore or Christophe Robin again."

"I am a female who invests in quality skincare. My experience with this site was awful. Absolutely terrible return policy. They make you pay for your own shipping to their company. They also charge an extra $15 dollars for anything you want to return. Literally disrespectful customer service and slow response rate. They do not care about you. PICK ANOTHER SITE, ANY OTHER SITE."

"Wife has an account and ordered in the past. All of a sudden we got an item we didn’t order but we were charged $177 for it and they have no record of the order in our account. They have no way of finding the order to refund. Fools, obviously there is an issue with their billing platform, don’t put your card on file. Still fighting a dispute through my bank, been a good month already. Pathetic company with no customer service in sight. Scammers!"

"My package didn’t arrive when expected. The online chat keeps disconnecting, so you never actually chat with anyone. I tried to located my package approx ($600) on the website, and it says my order number found on my receipt is invalid. This is awful, and I can’t seem to get ahold of anyone to speak with. "

"Wish I had read these reviews... Very similar experience. I placed an order March 10. I've spoken three times with customer service to confirm my address / identity and discovered that though they assured me the order shipped, it never did. They promised expedited shipping. It didn't ship. Then it was cancelled over two weeks later-- NEVER SHIPPED. So much for trying to make purchases outside of Amazon. This company is not reliable or competent. Their response to questions about my cancelled order was that it did not meet security requirements and they cannot discuss beyond that. What does that mean? I am mostly frustrated that they wasted two weeks of my time calling and contacting them by email before they decided the order did not meet security requirements. Don't waste your time here-- there are better companies to support."

"I have used them once before and they were good as far as delivery, but this last time was AWFUL and given from recent reviews I have read, I am not the only one paying for items and not receiving them.

I ordered $500+ worth of items received confirmation of order then waited on the 'shipped' confirmation e-mail. Instead 4 days later I get an e-mail asking me to confirm my billing and shipping address.. which I had clearly already given them during check out. They said if I did not respond within 48 HRS, the order would be canceled - I responded but then realized it was after the 48 hr window, so I logged onto my account and the order was canceled - checked my bank, I was not charged - no big deal I simply re-ordered the items. Checking a few days later - they processed BOTH orders, one says it shipped - but has NO tracking and the second one had a FAKE UPS tracking number, because I put it in the UPS tracking site and it was not a proper tracking number. Then for the first order the lady on the phone gave me a USPS tracking which ALSO was not a valid tracking number.

ALSO, I paid EXTRA for 2 day shipping, with the understanding there may be a day or so delay due to Covid, now their site says my package will arrive over two weeks later (16 DAYS Later) - but still both have no valid UPS or USPS tracking, this is just what their personal site says.

When I called customer service, one of the ladies told me that I just had to wait, even if I had no tracking, that they could do nothing - but thing is I was not going to be at the shipment delivery location 16 days out, then she pretended to not hear me anymore and told me I had to wait and hung up. Second lady said the same thing, gave me a BOGUS USPS number, then I asked to speak to a manager and she said 'sure one moment' and HUNG UP ON ME. I was polite to both ladies, only time I got heated was with the second lady who said it was out of her control.

needless to say I am not the only person who is having this issue with Dermstore - JUST READ RECENT REVIEWS on any site. This company is going down hill. I will be pressing charges for taking my money and giving me false product shipment tracking. "

"finally splurged on myself during Covid and purchased over $500 worth of products. I called in June 16th livid asking where my order is? There was no eta listing on my tracking nor could they give me clarity when I called. I said, had I known you are using a snail to deliver my package, I would have ordered from Sephora. She told me if my package does not arrive by Thursday they would give me a refund. I then called on Friday to find out if my refund was processed, and scheduled a call back due to the long wait time and the call back never came. So I call this morning and ask if my refund processed, he said it shows your order delivered today. I said I am not home and that is not the point. I don’t know if the package was delivered, I just know I was told my refund was supposed to be processed Thursday due to it taking exes dice time to ship! He said, but you have your product. I said, not the point!!!’ You told me the refund would process Thursday so why didn’t it process?!?!?! DONT TELL CUSTOMERS THINGS AND NOT FOLLOW THROUGH! If you want a luxury experience beyond the products do not use this site! For $500 I could have shopped at Sephora, Skinceuticals, or a million other places that would honor their promise and deliver products in a timely fashion. I am still waiting for a supervisor to reach out...and they told me someone will email me and not even have the decency to pick up the phone and call. Clearly they are a all flash on their site and running on a shoestring budget. I am so upset. As a single mom, I tried treating myself to something dieciséis and look what happens."

"Total scam. I ordered products on 11/14/19. I received no shipping notification. I then called 11/29/19 to see the status on the order and they said it was lost at warehouse. They then re-ordered the products. Same thing happened. I call again to see when it would ship - they cannot give me a status on when it will ship. I then asked to cancel my order and they said they cannot and will not cancel my order...

I called six times customer service throughout the past 2 weeks and now have filed a complaint dispute through my credit card company to get my money back (hopefully). In the process I was lied to by customer service. Here are the lies I was told. I was told one day when I called that my package would arrive by 8pm the same day. She said that just to get me off the phone. There was no tracking number of "said" shipping. I was also told at some point the package was delivered, and I asked what day that was, and they said it was the next day after I ordered it. ha ha ha. That would be remarkable. ;) Again, There was no tracking number associated with said "shipping." And if it had shipped, why would they reissue the order and say it was lost in the warehouse?

I ordered $291 worth of products on 11/14/19 and it is now 12/5/19 and no indication of shipping any time soon.

Do not buy from this company. Total scam and employee actually tell lies to you. LOL!"

"DISHONEST COMPANY WITH RUDE, MISERABLE, BITTER EMPLOYEES. They won't respond to phone calls or emails. They take your money out of your account and you will never receive the product. They cancel orders made with Gift Cards out of SPITE. Brianna, Kara the supervisor, Jenean and the rest of them - rude, aggressive, angry ALL THE TIME. THEY HANG UP ON CUSTOMERS. NEVER DOING BUSINESS WITH DERMSTORE AGAIN or TARGET."

"I received "watered down" or old conditioner - a brand that I normally love. When I reached out to Dermstore they didn't even bother to reply. This conditioner was very expensive, yet they didn't stand behind it."

"Worst customer service call I’ve ever experienced. Called about a lost order and was hung up on after being refused help or even the service reps name. Wouldn’t give me supervisors info either. "