Dermstore - El Segundo, California

Zulma M.

I was a loyal customer who had accrued loyalty points. I had to return an item. This item was Skinceuticals hyaluronic intensifier for $119. I followed the prompts to return the item: post the return, complete a questionnaire which provided the reason for returning the item. Then, I received an email through which they acknowledged the return and provided a self-addressed label. Also, they suggested that I buy insurance for the value of the item in case it gets lost, damaged, or stolen. I mailed the item. Of course, I waited a few weeks. I inquired through Dermstore and while they looked for the item on their end, I opted to contact my credit card company. The customer service department for Dermstore emailed me a list of demands; among a few things the date and the tracking number of the order. Now, I went to their website and checked their guidelines to return the product. I couldn’t believe that they would inquire about the tracking number since they were the ones who emailed me the label in the first place. They replied back to the credit card company stating that I never returned the item! I tracked the package and it did show it was delivered to the merchant!

I am so upset that I am closing the account and never buying from them again!

Natalia L.

Disappointing services in over all. The products they recommended were a complete flop. I didn’t purchase them. Furthermore, I ordered the other products which they never delivered to my house. I notified them the same date of the delivery notification. Their response was they won’t file a claim against UPS since I am not cooperating. Dermstore agent told me I should go see to the neighbors houses. I stated it is not my job to search a displaced package. I have multiple cameras and would be glad to supplement of footage no delivery accrued on my property! Very poor customer service. I filled a complaint with Better Business Bureau against Dermstore.

Greg M.

Extremely unprofessional and pathetic operation. We spent 4 days working with customer service agents and online to return items. After jumping through all of their hoops, they claim to have never received the returns. They now want me to go through those hoops again! I have over 16 hours invested into trying to return these products. I have proof that the products were delivered. We will never buy from this dodgy business again.

Sally M.

Customer service is frustrating. I've been trying to return a product with a faulty pump. They keep asking for the code on the bottle and the expiration date, which I've already provided. Now they're suggesting I try using the pump again to see if it works, but I know it's broken. I just want to return it! It's not that complicated. I'll buy from another store from now on since returning this is so difficult.

Bree

The worst customer service. They sent me the wrong item and, instead of a refund (because the box had been opened), they offered me nothing. After much back and forth, I was finally refunded the difference between what I paid (for the more expensive item) and what I received (less expensive item and not at all what I ordered).
I am so glad to have cancelled my subscription with them,

Cari J.

Dermstore is awful. The customer service is unhelpful and won’t get back to me when they said they sent my order then turned around and cancelled it, refunded my money but won’t give me the Black Friday deal I initially ordered with. So they held onto my money for a month. I have called and emailed 5 times. Keep getting the run around. Do not order from them!!

Jolene S.

This company is a SCAM. IF you ever have to make a return for your very expensive skin care products you think you are getting a deal on, they will ask you to send back the product and show the proof of shipment. I have done this twice totally over $600 and still they have kept my money and my product both times. I have sent pictures of my receipts from the post office as they have sked and they do not honor returns. I believe this is a bad company that is not interested in improving or making good on returns. They literally steal your money. I am here to warn all of you buyers and I am reporting them to the BBB, which I am sure this is not the first time for them.sad.

Peter K.

DO NOT buy from this company. IF everything goes according to plan (which happened on my first order, got the correct product delivered on time), it’s fine. But if anything does wrong, or you try to return it… it becomes a NIGHTMARE. Worst, most unprofessional company I’ve ever dealt with.
Not worth the discounts. Stay away. But your stuff somewhere else. Anywhere.