“PLEASE DON'T BUY FROM THIS COMPANY. THEY LIE. THEY SENT A PRODUCT WITH A INVALID BATCH CODE. EVEN GLYTONE COILD NOT FIND IT . 3 MONTHS THEY HAVE BEEN LYING TO ME. THEY GAVE ME A RETURN LINK THAT DID NOT WORK. THEY KEEP SENDING GENERIC REDPONCES STATING MY REQUEST IS BEING LOOKED AND SOMEONE WILL GET BACK TO ME IN 3 TO 5 DAYS. THAT WAS 3 MONTHS AND COUNTING. I TOLD THEM I HAD MELANOMA STAGE 4 AND ANY TYPE OF EXPIRED PRODUCT COULD DO DAMAGE. THEY ADMITTED THEY COULD NOT PULL UP BATCH CODE WHICH MEANS IT IS EXPIRED. WHEN THEY WANTED TO GIVE ME A RETURN IT HAD TO BE IN PERFECT SELLABLE CONDITION. I TOLD THEM THIS COULD BE EXPIRED YOU CAN NOT SELL THIS. THE ARE HANDS DOWN THE WORST COSMETIC CONPANY OUT THERE. I AM NOT DONE WITH THEM .”
“Hands down the worst company to deal with. They have genetic responses and everytime you ask for updates they say their team is currently working on the issues and you will have a response in 3 to 5 business day. That was 3 months ago . Go to Review on Truspilot and you will see my lengthy review. Don't shop here.”
“Dermstore, about 8 years ago, was amazing. Now, they gatekeep return labels, even if they send the wrong item. I ABHORE dermstore. Terrible customer service. Takes weeks to try and get anything resolved.”
“I had purchased a $150 eye cream from SkinStore and had a terrible reaction to it. My eyes were constantly burning, red and irritated from using the product. I immediately contacted SkinStore and they told me there was nothing they could do for me, even when all I wanted was store credit and to return the product. They told me that wasn't a reaction that could happen and maybe my eyes just needed to adjust to it. So I continued to use the product. In the meantime I went to my ophthalmologist and was given an official diagnoses of Episcleritis. At this point I didn't know if I developed this condition from the eye cream of something else. After dealing with this condition for 3 months with my Doctor, constantly going back and forth trying to figure out the exact culprit and lots of trial and error, my Dr came to the conclusion that my condition was being caused from the eye cream. Once I ceased using it and was on steroid eye drops for a couple months the condition went away. I sent SkinStore all my Dr visit summaries as well as my list of expenses from all these visits and medications. All I wanted was store credit because $150 is a lot of money and I had previously spent thousands of dollars at SkinStore over the years and was hopefully they might help me with this. The company REFUSED to accept a return, offer me a product exchange, store credit, etc. This went on for weeks and they supposedly kept escalating me to their manager, blah blah blah and still they refused. I vowed to NEVER shop with this company again. I took my business to Dermstore and have never once had a problem if a product didn't work out. Please consider taking your business elsewhere!”
“Second time items are missing from order. First time 4 ampules of serum were missing. Product was open and missing items. All they did was refund me instead of sending them to me. Second time they sent two cheap bags as a gift instead of one bag and perfume set. They investigated and told me it was sent. They still haven’t sent my perfume set. I will never use SkinStore or Dermstore again!”
“Returning a damaged product is taking forever. They make it so difficult you just give up. It’s a $250 product and I’ve purchased many from they. No customer support at all.”
“They refuse to give me a refund for product that arrived USED. Customer service makes you jumps through hoops to request a return. I received an eye cream that arrived USED. The eye cream has a human looking hair strand under the sticker seal. Gross! Customer service made me message them several times when I requested a return, giving me the run around. I even sent them a picture of the item twice and still am unable to return. They make it as difficult as possible to return the item. I’m never ordering from SkinStore again (or the affiliate companies such as Dermstore and Look Fantastic, which are owned by the same company as SkinStore). I also experienced a similar situation with Look Fantastic (received an expired sunscreen), and again, customer service made me jump through hoops to return. Sadly, I’ve been a customer of Dermstore for over a decade too.”
“Beware that this company ships skin care products that have had their tamper resistant seals removed. I ordered 8 products and 7 did not have that little plastic coating under the lid that one peels off after purchase. I called customer service which said it would launch an investigation but since I was concerned they would sennt me a prepaid shipping label.
(infact it cost $12 to return and I still await my refund) Further Beware of the promised promotional gifts. I increased my order to be eligible for a promotional gift of a $60 value skinmedica product and was surprised to find it missing. Customer service flat out refuses to honor this or any promotion even after an escalation of the chat to a "supervisor" Their customer service line is never answered I called on my work cell and left my phone on charge and the hold was inexcess of 12 hours and no one ever answered dispite the recording that said they would be with me shortly.”
