"Since I already wasted hours of my life on this, I might as well make a review here to prevent future frustration for others. I got my neostrata gel today and as I opened the box, I found it leaking. It's 15% acid so I wiped it clean before I felt safe to open it to check. Clearly it has no seal (which is something not uncommon so it's fine). But the lid is way too loose(hence the leaking). Upon opening the lid, I found there's so much dust inside the lid and even inside the gel. I looked closely and even saw a small hairs in the gel. I have not accepted anything like this and will not feel safe to use it. After talking to an adviser on their website, and wasting a couple hour trying to upload pictures to show "damage", I was told I cannot return or exchange since I cannot prove the "damage". No matter how I tried to explain it was leaking when it came and picture could not capture the dust or the hair inside the gel. There's no store so I cannot drop it in person.This is the first time in the us that I cannot even return something defective and I could not use."

"Do not order anything from this so called company,

I spent a considerable sum of money on a beauty device from SkinStore which I could have also purchased for a similar price in the UK even though I knew I would have to spend extra on a plug adaptor. The offer of £150 ($190) value free gift swung it for me and I was excited to try out some new products.

I cannot fathom how this gift has a value of £150. Its a total con, the very few contents are the free sachets you receive at the beauty counter approx 2-3 ml of product only. Not only this, but the 2 of the main products were missing.

I contact Skin store to let them know I was expecting they would ship the products the missing products.

What I actually got was a rude message asking me to photograph the shipping information package? The packaging had not been tampered with and surely as they shipped the package they know the company they used. The email insinuated that the items could not be missing, seriously how can you possibly make this unfounded statement, are they trying to say I am a liar? Disgraceful.

They have negated any responsibility for the missing items, seriously how are they allowed to get away with this?

They also advised I could send the product back if I was unhappy, obviously this is a considerable cost from the UK to the US especially for a heavy item.

Their response is unprofessional and shameful.

I would advise to you all ... do not purchase from this company. I shall not be using them in future.

You have been warned!"

"I wish I read reviews about this company before I bought from them. WARNING: DO NOT DO BUSINESS WITH SKINSTORE.COM! I‘ve never left a negative review about any company before, but they are so incompetent that I needed to post something to warn others. I placed two orders with them, each a week a part. When I got FedEx tracking email notifying me that package is on its way, the delivery address is incorrect. While order 1 was still at FedEx warehouse, I contact Skinstore about this error. Ample time for Shipper to correct address mistake. Nope, it still went out to wrong address. Now I have to fill out their form to report this and wait for them to fix it. Worst thing was that I alerted them about the second package before Skinstore even shipped it, and same thing happened; wrong delivery address. I have no faith or trust in this company’s ability to fix customer problems/concerns. Since they couldn’t fix my issue with second order, they tell me they just going to cancel my order and refund my money. SMH I sincerely hope my refund goes smoothly, because SkinStore.com is the incarnate of incompetence!"

"
It’s the worst experience ever and I’m not going to buy anything from the Skinstore unless they fix my problem, they never shipped my free gift to me and it’s been more than three weeks already, I had to spend more than 150$ to get this nuface free gel But they never ship it, I called them a million times already and they only saying they are sooooo sorry for it and they are going to ship it as soon as they have it in the stock, But should I waiting for them for my whole life? I asked them to return my stuff and they said I had to pay for the shipping and the refund is going to be back in my account more than 10 business days, What A Big Scam "

"DO NOT do business with this company. They have horrible customer service! BEWARE! and a deceptive return policy.

They state on their website that they back up the products they sell with a return policy. That is an utter lie.

How do you know you don't like a product if you don't try it? But if you try it, they say they won't refund your money, although the first line in their return policy is.

"We know from time to time you will not be happy with a product that you bought from Skin Store. We want to make the return process as easy as possible."

Don't you believe it! Nordstrom, Sephora, DermStore just to name 3 out of the hundreds of online cosmetics firms all offer similar discounts and a return policy that respects their customers and values repeat business.

You've been warned. "

"I ordered two products that EACH show a free sample in the same skincare line. These cheap corporate **** didn't send two -- like I'm going to order twice to increase costs and container waste. THEY ****!!!!!!!!!!!!!!!!!!!

Find another supplier. they're ****."

"This is by far the worst experience i had on online shopping. The products came after a month and a half but this isnt the biggest problem. I had a severe allergic reaction to one of the eye creams (Osmosis is the brand) and when i asked for a return and a refund -giving all the information the asked- they declined my request saying that they checked the brand and no fault found. I relied to their return policy and now that a real problem occured i could be helped.Sorry for my english it is not my language."

"They had a promo for 25% off and a free beauty bag with with $120+ purchase. Right after I placed my order, I realized that the free bag wasn't applied in my cart and they told me there was nothing they could do but offer a return label for me to return it all after I get it, and then wait 14-20 days after they receive the items to process a refund. This it what I find out after spending 30 minutes on their live chat, and I only placed my order 35 minutes ago. Trying to cancel the order instead, they claim any order is too late to cancel as it's already gone to the warehouse (at 4 AM?). Their new claim is that the promo was either 25% off for the free beauty bag with $120+ purchase when the site banner clearly says *and* not *or*. They seem to have misleading promos and intentionally unhelpful staff. Chat was slow and tedious. At one point I was told to wait a moment, and then 10 minutes later I get another message asking me if I'm still there... then I got transferred with no explanation or warning, and then just a bunch of "I am sorry for any inconvenience caused" with not willingness to find a positive or reasonable solution. "

"This is about as unfaithful and unreliable as a company can get.
DO NOT shop from SkinStore.com!!!

You purchase. They charge your credit card fast.
Shipment never comes.
You tell them it hasn't arrived.
They tell you the shipment was lost. Their tracking number is phony.
It does not belong to any existing courier.
They then tell you to choose reshipment or refund.
TAKE the **** refund.
I was fortunate to get my money back.
The customer service representative responds with the most flippant attitude.
**** this company. "

" I wish I had read reviews about this company before ordering three items from them. One did not arrive. In its place was a random night cream. In good faith I contacted customer service and was told they could not replace or refund the item and that instead I needed to provide photographic documentation of what was missing. I can't tell if this is a fraudulent site or not, but I do know that I did not receive the item I ordered and they refused to refund or re-send the item until I took a photo of an extra item that appeared in my package, which makes no sense. I went round and round with them trying to understand, but the woman with whom I spoke via chat refused to re-send the missing item or refund my money. She kept claiming that she needed photographic evidence, and that it's a policy, but if it's a policy it is not articulated anywhere on the site. I wasted an hour of my time dealing with this today, and my time is worth money. I would rather shop with companies who have reasonable customer service policies rather than placing the penalty for company errors on the consumer. "

"I ordered 4 bottles of hand soap. never arrived. Fedex said they returned to the company - as damaged
Had to fill out forms that I never received and convince them that it went back to them
they agreed to replace
Then they sent 3 bottles and are now giving me the runaround re the 4th bottle
Want me to fill out forms when they did not even ship the 4th bottle"

"I have made an order with Skinstore that included 2 beauty bags. They have divided this order in two so they could charge me for extra delivery. I paid for the tracked delivery. My order was sent with untraceable delivery and is now lost. I have sent at least 10 e-mails to the customer service and used their chat but first they told me to wait 1 month before they can help me, after that I was offered 5 dollars store credit for the order that they lost and they even started lying to me saying that my delivery was free. Hello, I have the receipts! They completely ignore my question about who will pay my delivery costs back and refund the order. This is the worst, completely ignorant customer service I have ever experienced and I highly recommend never to do any business with them."

"Order products on the 28. Still waiting for a reply on the 8th.... said it would be here within 3-5 days!!! meanwhile I have 4 customer service people telling me in 3-5 days we might tell you what’s going on. I ordered from another online store same price and it shipped 2 hours after I place order!!!! HORRIBLE HORRIBLE HORRIBLE! You can’t ship products on time. You can even tell you customers why.... we are contacting the right people... crap crap and more crap!!!!! Pass the buck to someone else"

"Unethical, dishonest, scammers! My $600 shipment disappeared from my front gate after Fed Ex (according to their delivery guy) dumped it there, and SkinStore refused to reship my lost or stolen items. When I contacted the company, they played me for a while, having me sign the same pseudo-legal document twice (and requesting that I do so a third time, which I refused). Then they said they had to do an investigation of their own, and told me to work with FedEx on their internal investigation. I did my part, and FedEx declared the box lost or stolen. I got back to SkinStore with that information, and they said they were still investigating and would get back to me. Then they said they couldn’t talk to me because I filed a dispute with PayPal (which is a lie, since the dispute process RELIES on merchants communicating with customers). Then SkinStore stopped communicating with me at all. PayPal won’t do anything for a customer as long as a merchant has a delivery confirmation number, and SkinStore (and other merchants) are well aware of this. I have never dealt with a company as devious as SkinStore. Look at how many poor reviews there are of this company, most of them speaking of this same type of problem: packages are not received, wrong items are shipped, goods are damaged or spoiled, invalid tracking numbers are provided. And in every case the company puts customers off and ultimately refuses to reship items or return funds. Stay far away from SkinStore.com!"

"I placed an order 2 hours ago and put down the wrong "county" on my address, so I emailed customer service immediately after I saw the confirmation email. Then I live chatted with customer service agent 2 hours after the purchase, and the response I got was they cannot change my address once the order is placed, and they cannot cancel my order.... and if the item is lost in shipping they would not be liable for it????? excuse me.... "