"A promised discount isn't done. The ordered number isn't shipped off.
Without getting understanding, only stock in vault was shipped off.
"Also return the goods about return.", persistence
I requested to restore the baggage, but it was ignored."
"To my experience, Dermstore is the only online retailer where you can obtain detailed information about the ingredients, brands, and directions to use the products. I have never received any faulty products. I have to give Dermstore full credit on that.
However, Dermstore gives it's customers a service level promise, the company can not keep. It advertises 1 to 3 day free shipping and free returns.
I placed an order with free 1 to 3 day shipping and the package was shipped with 5 to 6 business day ground shipping which is also a free shipping option they offer. In my case, I am leaving the country for a while and the package will be received after I leave.
When I saw on the UPS tracking information, the package was shipped with ground shipment and will be arriving on a later date, I called Dermstore's Customer Service right away. The first lady I talked to during the weekend was nice and apologetic and suggested that it might be better to call during the week when corporate office is open to ask if anything else could be arranged.
I called their customer service back again on Monday. It was the worst experience of my life. The guy I talked to was rude beyond measure. He did not even apologize even though it was a wrong doing on their end. He told me that I have to pay only couple of dollars for return shipment unless I ask for store credit instead of full refund. Only couple of dollars! What is the big deal right? He cut me off asking me if there was anything else he could help me with. Now I have to make an arrangement for someone to receive my package with $487.94 worth of merchandise in it and ship it back to get a refund hopefully. Well, what can I say? As a frustrated customer, you expect customer service representative to be able to show some effort.
My suggestion to you: do not trust their 1-3 day free shipping promise and place your order based on the worst case. And unless you ask for a store credit, return is not free. But, "YOU ONLY NEED TO PAY COUPLE OF DOLLARS" for return.
Note: I placed my order on 12/31/14 and based on my invoice the order was shipped the same day. UPS tracking information shows the arrival date by the end of 1/8/15. Neither Dermstore nor UPS were able to expedite the delivery date."
"NEVER order from this deceiving company. Please bring business to other companies whom deserve your money. The entire website is littered with advertisements of free returns; I am a pretty careful buyer and wouldn't have ordered something is there wasn't free returns. As I am trying to return my purchase, they informed me that if I wanted my money returned to me, I would have to pay for the return shipping. It says this is very small print in parenthesis on their return policy page. This is EXTREMELY SNEAKY AND DECEIVING THE CUSTOMER!!!! When I kindly explained the situation as asked if there was anything they could do for me since I spent over $300, all representatives were extremely rude and even threatening. STAY AWAY!"
"I ordered a $40 product from Dermstore after a recommendation from a friend. I was going to order the same product on Amazon, but thought I'd build a relationship with a beauty source, since I am now in a position to buy more beauty products.
I received the wrong order, a $60 product meant to be delivered to someone else. I called and they kept me on the phone for 5 minutes (not talking, just typing). Then they said they would send me a label for me to return that item, and my product would ship in the next week.
The problem for me is there is no convenient way to ship a package near me. I have to take a bus in the opposite direction of my work to go to the post office. I explained this, and she told me it was my problem, and that I am responsible for this. To which I said it was definitely not my problem, I was just trying to help. The person I talked to was incredibly rude. She even threatened that since I called, they have record of me receiving the package, so I can be charged for it.
I am going to go out of my way to return this product, and receive absolutely no consolation for my inconvenience, which is terrible customer service. I will not order from them again.
I reported them to the Better Business Bureau.
"
"I have shopped DermStore.com for years but will NEVER buy from them again! I have always been a little suspicious how they can frequently offer 20% off sales, etc and know I may know why! During their recent 30% off cyber Monday sale, I bought M2 Skincare High Potency Skin Refinish. I was shocked when it arrived. The pump was broken, the cap immediately fell off, and there was product gunk and grime all over the top. It looked as if someone else used it, returned it, then DermStore sold it to me! I immediately took a picture and called customer service. When I told the lady that I thought the product had already been used, she said nothing. It was like she wasn't surprised by this!! Buyer, be very aware!"
"So just a fair warning to anyone who is considering purchasing online from Dermstore. If your address is incorrect, and non-deliverable..the order will be returned to Dermstore and you will be charged a $15 FEE. And will be out the item you ordered , if you WANT the item, they will charge you an additional $11. So, make sure you read everything before ordering. I will never order from here again. Didn't realize it was so complicated. So, I'm out the money I paid without any product. Will never purchase from here again. "
"I used to be a frequent shopper at Dermstore but will never purchase from them again. Their customer service and quality control of products have dramatically declined in the past year. Shipping went from 2-3 days to over 2 weeks with no notification of a delay.
Worst of all, I received expired goods. One mineral powder was past the expiration date, and the mineral blush had no expiration date but was clearly rancid smelling. They had rude, unhelpful customer service, and when I sent the items back, they only refunded the expired date powder, but for the blush, they sent me a replacement of another rancid smelling powder. Because there is no printed expiration date, they refuse to refund. BUYER BEWARE if you order from them for their frequent sale prices....Not worth the hassle to get second hand goods! "
"I had orders in the past that were fine with them but this last order I placed ... came up with an error message so of course I thought it hadn't gone through. I redid the order and then it said "Thank you for your order" with an order number like it should. The order was later than I thought it would arrive and then I got the same order twice? I called them to figure it all out and they wanted me to return the one order for a refund with no discount for the time it took to call them and the time it would take to return the order... not even a little discount for the inconvenience! I have 4 kids and time is valuable and that is bad customer service to me! I checked my order information by e-mail and I never received an order e-mail from the 1st order till it shipped with no tracking number included either! I will not be ordering from them anymore and have now made the time to let people know to order elsewhere. "
"I purchased a mascara on 8/23/14 and as of 9/4/14, I have not received it yet. Every time I called the customer service number, they blamed USPS for the delay and gave me a new "delivery date". They wouldn't let me speak with a supervisor and would not give me a refund until I returned the item that I never got???? This is the first and last time that I will buy anything from thus company. "
"Canadian buyers beware. Dermstore ships items first to a Canadian associate where the package is then re-sent as a COD delivery. Rather than being charged Duty or Taxes directly Dermstore's associate slaps their own fees on your package and then re-sends it to you COD.
Despite being charged for "Shipping and Processing" as part of your order you will be charged additional fees by their associate Landmark Global."
"The products are fine but their customer service is the worst. I am a frequent online shopper and have never experienced such awful customer service. My first order shipment was mysteriously lost and they wouldn't re-ship anything to me until another 2 weeks -- by that time I've already ran out of my shampoo. I put my shampoo on automatic refill, and guess what, they didn't even check with me before they shipped my product. I moved and they said it's my responsibility to keep my address up to date. I have JUST moved! How hard is it to send me an email to confirm my order before shipping my product?
Bottom line is, unless you are prepared to deal with rude customer service representatives, don't order from this site. This is my first site review, I have never felt so angry in my entire life. "
"I ordered Clear Age Defying Blemish treatment and within a week of use my skin cleared up dramatically!!! And this is the first ever blemish treatment I have used that has not dried out my skin. I am hooked!"
"I ordered Wunder Brow from the Dermstore. It's the biggest rip off! Does NOT last even 24 hours & if you can get it to look as good as in their picture advertisement you must be some kind of make-up artist or magician! I WANT MY $ BACK! Don't fall for this crap!"
"Dermstore had everything I needed. I was able to find the products quickly and order. Once everything was in my cart it was a breeze to pay for it.
My items arrived quickly, were packaged nicely, and there was even a free gift.
I will continue to order from Dermstore.
"
"I've ordered from DermStore.com several times now. I love the convenience of going online, reviewing product information, and reading customer reviews. It is very helpful to have such a great selection of products all in one place. The whole process of ordering has been very easy and I appreciate the quick delivery of products. Thanks DermStore for making my shopping fast and convenient!"