Dermstore Customer Service Issues

I have been trying to return my hair product with Order# [redacted]5 for a couple of weeks now. After requesting a refund and receiving a return link, I have been unable to open the return prompt using Safari or Google. Despite sending three emails, the last one yesterday, I have received no response. When calling during business hours, I am met with a recording about your hours. This lack of communication is very frustrating. I urgently need this issue resolved and my refund expedited. I have already contacted my bank with a complaint but was advised to reach out to you first before pursuing legal action. Your prompt attention to this matter is greatly appreciated.

I placed order number [redacted]4 on May 5. The payment of [redacted].17 was deducted from my account. However, when I tried to track my order, it shows there is a billing issue. My billing address is 55 Woodbury Rd., Hauppauge, New York [redacted]. I have already contacted my bank, and they confirmed no issues on their end. This is my second attempt to order this item, and I even paid for expedited shipping. To resolve this promptly, I kindly request for my order to proceed without further delay. Please reach out to me at [redacted] or via email at [redacted] I appreciate your prompt assistance in fixing this issue. Thank you!

I need to cancel my automatic subscription for Is Clinical Cleansing Complex. After using it, my face started breaking out badly. I want to switch to CosMedix's Benefit Clean instead. I've tried contacting you via email, but haven't received a response. Please guide me on what steps to take as I've had to discontinue using Is Clinical. Thank you for your assistance and stay safe. My name is Patricia Berry at 3 Kent Place, Sewell, NJ [redacted]. Kindly send me a bottle of Benefit Clean by CosMedix and provide instructions on how to return Is Clinical. Thank you.

I have attempted to contact your customer service line numerous times within the designated operating hours, as per your recording from 5am-9pm PST. Unfortunately, I have yet to reach a sales representative. The recording suggests submitting an online inquiry, however, doing so has resulted in no response. This lack of customer service has made it impossible for me to apply a store credit to a purchase. It is disappointing to deal with such irresponsibility from the sales team. I feel frustrated that I am unable to utilize my store credit effectively due to these issues. I am disheartened by the experience and will no longer be conducting business with your company. I plan to inform others about the poor service I have encountered, as it does not reflect a reputable or trustworthy company.

I have been a loyal customer of Dermstore for several years, frequently purchasing Skinceuticals products, yet I recently encountered an issue when trying to check out with my Discover card. I was disappointed to find out that Discover is no longer accepted. This change is unacceptable to me as Discover is my preferred payment method. If this is not rectified, I will take my business elsewhere. Additionally, when I reached out to Dermstore for assistance, I had difficulty understanding the customer service representative from the UK. This was also frustrating. I kindly request information about why Discover cards are no longer accepted, if there are plans to reconsider this decision, and when this might happen. Please refrain from citing higher fees as a reason, as Discover is widely used. Thank you, Lynne Rose-Sinclair

I am Gina Lindner residing at [redacted] Hurlock Rd, Middle River, Maryland [redacted]. I am lodging a complaint regarding the unsolicited and unauthorized deliveries of your product, Bright Skin Cleanser. I am uncertain about my account number as it is not provided on the invoices accompanying the shipments received. Despite attempting to reach customer service by phone, I have yet to connect with a representative. I have returned the latest shipments as requested but have not received a refund. I urgently request that these shipments cease at once and kindly ask for a return label to be provided to me. Thank you.

Hello, Today, I placed an order for 2 products totaling $[redacted]. During checkout, I attempted to apply a 15% discount for first-time orders using the provided code, but it was invalid. After reaching out through chat, I was informed there's a $50 monthly fee for that service. Subsequently, I tried calling the provided numbers to no avail. If it weren't urgent, I would have canceled my order. Could you please assist me with applying the discount to my order for Skin Ceuticals AGE Eye Complex and Skin Ceuticals Triple Lipid Restore? Upon reviewing my account and credit card details, I noticed the total now shows $[redacted].27, which has left me unsure if the order was successfully processed. The website is quite perplexing, and I am eager to hear back from you regarding this matter. Thank you, C. Grodman

I recently underwent major surgery and unfortunately, DermStore was unable to process my order due to my compromised credit card, resulting in my bank closing the account. I need assistance in canceling one of the duplicate orders as I never received an email confirmation and don't have a record of my purchase. I want to provide the correct credit card information for the transaction and inquire about the possibility of a refund. It has been challenging to contact your customer service, and I'm hoping to receive a response regarding my situation soon. I look forward to hearing back from you. Thank you, Pam.

I placed an order for $[redacted].84 worth of products from Dermstore around Thanksgiving. The charge went through on 11/27/22 on my Visa account. I got worried when I didn't receive any order confirmation or tracking details. After reaching out to customer support on 12/5/22, I was informed that my order couldn't be located and that it would be escalated to the financial department. Despite this, I haven't received any follow-up yet. I feel like I might be a target of a scam by Dermstore as a reputable company would have communicated and apologized for the inconvenience. The difficulty in reaching the company by phone has been frustrating. Please respond promptly, or I'll have to take action by contacting my bank and lodging a complaint with your parent company, Target, and your CEO. I'm willing to advise others against shopping with you. I've shopped with your company a few times. - JK

I placed an order for the SkinCeuticals Advanced A.G.E. Interrupter using the 15% off code and free gift promotion offered by Dermstore on 6/19/23 at 6:15 PM (PST). After the purchase, I was surprised that the checkout process skipped the usual confirmation of products, discounts, and final price, and straight to a "Thank you for your order" message. When I tried to contact customer service during their business hours, I was informed that they were closed. As a cancer patient, I value good service, and unfortunately, this experience with Dermstore has been the worst customer service encounter I've had in years. I have documented this situation with photos and will consider sharing it with others if the issue is not resolved. My disappointment with Dermstore is substantial.