I increased my order to be eligible for that gift in excess of $60 from skinmedica. After more than 1 hour in chat and escalated to a supervisor it is very clear there will be NO promotional gifts honored. They will merely give me a $10 coupon but that can not be combined with any other offer. 1st they always offer 20% off and 2nd, free shipping only after $49.
Review by Saveria2 weeks ago
HORRIBLE COMPANY W/ REFURBISGED FAKE GOODS. CUSTOMER SERVICE SUCKSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
Review by Alberta Dousis1 month ago
Please be very wary of this company if you are placing order and hoping to receive gift as they have no intention of ever sending out gift and continually give false information. Never dealt with such a non customer focused company . Avoid take business elsewhere
Review by Totalni2 months ago
STAY AWAY FROM THIS! DO NOT BUY FROM THEM! IT'S A SCAM. I have the worst experience at SkinStore. I was charged twice on my credit cards. They changed the order total's amount to be higher than it was shown on the website before you placed the order. My first-time experience with them is a scam. The customer service never acknowledges any problem or attempts the solve the issue.
Review by Pilu2 months ago
In my experience they have not delivered what they had agreed to as there were items missing. When contacted they deny any responsibility and and show absolutely no interesting in their customers. 'Customer Service' ... do they actually know what this means?
The more people who write reviews the more people will avoid using them. Use them at your own peril!
Seriously in this day and age these companies should NOT be allowed to trade. Just go into any review web-site and this company have no end of horrendous reviews.
Review by Azumis2 months ago
I buy skinceuticals C Ferulic from Blue Mercury, but came across skinstore and gave it a try. My package came ripped open from an unnamed address, with no markings on the box. The two products came in what looked like skinceuticals boxes, but when I opened the product, it looks like yellow water, not the darker yellow oil I am used to. The consistency is completely different, and runs like water, rather than oil.
Spent close to $300, and didn't receive any of the free gifts that were supposed to come with it.
Review by Highstreet2 months ago
Will never use your services again. Have ordered a face steamer which never arrived- it was delivered to a UB3 location which is no where near me, I am in E3!! have contacted 3 times and no one has ever helped, tried again today and have been told its been too long and they cant investigate. they never did 3 months ago!! So they have kept my money and not resolved anything. Shame really but as you can guess, i will never use you again and wont have any pleasant things to say to others about your company.
Review by Rasey Gersho2 months ago
Imagine a company with such bad quality control that they send out a package with a name, city, and zip code, but NO ADDRESS. Then, imagine a company with such bad oversight that FedEx returns the package back to them, because the package has, well, NO ADDRESS, but they say they never received the package. Now, imagine a company with such bad customer service that they refuse to refund you for the contents of the package, because "we rely very heavily on the customer to ensure they have the correct delivery information." That's another way of saying they take NO accountability for anything at all. Imagine a company so corrupt that they say they can't refund you until they receive the package, but they take no measures to see whether the warehouse actually received the package, or to check up with FedEx on its whereabouts. (They are supposedly "investigating" the matter with the carrier-- four days later, I chatted with another SkinStore rep who said that she would open up an inquiry into the matter, meaning that **there was no inquiry opened up already**).
IMAGINE A COMPANY THAT WILL STEAL YOUR MONEY AND BLAME YOU FOR IT.
That's SkinStore for you.
Review by Alcrusader2 months ago
After reading many negative reviews my experience is almost the same. $300 order that has NEVER and will NEVER arrive. They provide tracking and a ship date; yet they never actually shipped the item, only generated the label (confirmed by USPS).... so now I have them telling me my order is "in transit". My order is not in transit and was scheduled to arrive a week ago; it is not in transit and it is not going to arrive until the USPS has it. I have screenshots of everything and all my communication; I'm so disappointed bc I actually liked this store and wasted my time and money on their site but there is obviously a major issue with customer service and their shipping service company that they use. My orders from them that I actually did receive said "PROTEIN" on the box lol so who knows what's going on over there. It leaves a bad taste in your mouth when a company could care less if you actually get the item and if their customers are happy. That's not how it works. I have never taken so much time to complain about a company but the fact that they will not rectify this is why I will never delete this post.
Review by GuyandLee3 months ago
I will NEVER shop at SkinStore again. I would also NEVER recommend using SkinStore unless you are buying a product that you have used before. I spent a couple of hundred dollars on some new products from a brand that I was very familiar with and ended up with an allergic reaction. They will not issue a store credit or a refund for those two products (not asking for a total refund, keeping 3 of the 5 I ordered). Not only that, they took me through a very tedious communication process. A live chat and then a message thread (10+ messages) in which they requested photos of my skin reaction, batch info, etc. They asked more than once also, so they did not keep up with the info that I shared in the chat. They sent it on to "compliance" although I now do not believe they ever had any intention on providing customer support. They told me that I should have known my skin better than that. SkinStore is obviously not interested in return customers. I will stick with the greats like Ulta and Sephora and Dermstore that do!!!
Review by Bobbin Chiosa3 months ago
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.
Review by Tacho Gugliotti3 months ago
If your thinking of buying an item here DONT!! Their customer service is awful. I will never shop at this store ever again. I love shopping at lovelyskin.com or the dermstore these stores are more professional and their customer service is fantastic. Avoid the headache of shopping at the skinstore.
Review by Florencio4 months ago
I placed and order on 6/18/19. Later got a message estimated delivery 6/24-07/3.
Left for holliday on 7/3/2019 and did not receive my order until now 08/7/2019.
Customer servicereplied '
We are not liable for this order as you were on holiday when it was delivered.
It is a joke.
Review by Pe4 months ago
Heed the advice you see here about how horrible and what scammers this company is. I got caught up in their deceptions and lies as well.
Review by Zambian4 months ago
There website says free shipping for orders over $49. I placed an online order which came to about $83 but they charged me an additional $10 for shipping. I thought okay once I process the PP payment it will take me back to the site to select shipping and adjust the total. That didn't happen. No where was I asked what shipping method I wanted. There customer service number and chat option were not available so I had to wait till the next morning to contact them. I've tried their customer service number numerous times but always get cut off after they explain how to use the website options. I then tried their chat option and the first representative wouldn't complete the chat because my zip code was only 5 numbers...really that's all I've ever used. Second chat accepted the 5 digit zip but would not refund the $10 shipping fee. Had to believe they would want to lose a customer who has spent a few hundred dollars with them this year over $10. I'm planning on returning the order because I prefer dealing with companies like Dermstore, skincaremarket and amazon that all appreciate good customers. They truly need a revamp of their website ordering process, their customer service phone service and their customer service in general. They should rename their customer service to "Customer Frustration Service".
Review by Bafford4 months ago
I've never dealt with an online company that was so resistant to exchanging a damaged item for an undamaged one. It's been more than a week with countless back and forths, and the best Skinstore can do so far is offer a 20 percent off "as a gesture of good will," the customer service rep. wrote, for a shampoo bottle that was not completely filled and had congealed product on the inside of its cap. They make it very difficult to get into contact with them, by forcing the customer to only email them on their website, I actually spoke to a customer service representative who told me to email her directly my photos, which I did, and then I got back an automatically-generated email saying that her email couldn't be responded to: I would have to go back on the website. Those emails on the website take days to generate a response, and often are answered with computer-generated emails that ask you to do the same thing you've already done over and over. i.e. send photos or describe the issue. Never will shop there again, that's for sure.
Review by Born4 months ago
I ordered Prevage from them and they shipped Strivectin...seriously???? I waited two weeks for this shipment and this is the worst service plus wrong product...I will never order from them again....waste of my time.
Review by ImCharmed5 months ago
I ordered a $200 item that came with a $15 sample. Only the sample arrived. When I contacted them, they said it was shipped. The tracking information confirmed delivery1 Yes there was a delivery but not my item! I never had problems in the past. I think they have been sod out by a British company. Stay away!!
Review by Velapi Blazina5 months ago
It's the worst experience ever and I'm not going to buy anything from the Skinstore unless they fix my problem, they never shipped my free gift to me and it's been more than three weeks already, I had to spend more than 150$ 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
Review by Els Schul5 months ago
This company is a joke, save your money and shop elsewhere. I never leave reviews for things but this one takes the cake so I will. I bought a product that did not list fragrance on the label (I have a severe fragrance allergy) but when I opened it to try it clearly was highly fragranced and I reacted quickly and poorly. To begin with, although I ordered the product and the product arrived, I never received a confirmation email, so when trying to return it I was already behind the 8 ball so to speak. And I spent weeks wondering if I had imagined ordering it, since I never received confirmation or an order number or anything.
I called the customer support line and waited 75 minutes (1 hr 15 mins) for nobody to answer. Just waiting and waiting, it was the middle of the day on a weekday, there is no way they could be that busy with calls. I don't believe they would ever have answered, but in any case I had to hang up because I had to leave for work. I submitted my request for assistance through their online message center the next day, and have now been messaging back and forth for over a month just trying to get return instructions. They are extremely unhelpful and just ask the same questions over and over and you never get anywhere. It is madness. A simple return due to an allergic reaction to a fragrance that was not listed on the website ingredients should be straightforward and not take longer than a week to arrange.
However, this has not been my experience and overall, their service could not be worse. Additionally, the website doesn't work properly. When I write a message and send it, sometimes it goes through and other times it doesn't. So after writing a message, if I don't go back in and check and perhaps re-write it, it hasn't even reached them! This must have something to do with why I never received a confirmation email. Definitely glitches in their website function that make shopping there a huge pain.
Their service is terrible, their website doesn't work properly, and they don't answer their customer support line. And you can't just email back and forth through regular means either, you have to log into their site to send a message and log back in to read their response (if you get one) - it's such a hassle.
Overall, I can't think of why anyone should shop here. Especially if you have allergies, don't try products from this site because they are not helpful in any way when trying to return items that have triggered reactions.
BUYER BEWARE! You've been warned.
Review by Gdswamp5 months ago
They are a disgrace. DO NOT USE under any circumstances. My partner had a failed delivery by HERMES who lied and said that the order was refused. It was not and they never delivered. Skinstore then toldnus that hermes told them our address doesn't exist. It does and has done for over 100 years! Skinstore have refused to help in clear contravention of consumer law saying it is for us to sort it out with Hermes. They have refused a refund or to arrange another courier to deliver. Appalling customer service.
Review by Dwellie5 months ago
They sent out the wrong package to me. I notified them I received the wrong item. It went to 3 different departments and took 5 days for them to "approve" I got the wrong thing. Then they asked me to pay out of pocket for the shipping of the item back to the store and after they received the package they would send the correct item back to me. Ha no ... hard no? They want me to PAY EXTRA FOR THEIR MESS UP DO NOT ORDWR FROM THEM
Review by Hafele6 months ago
I would give them 0 if it were an option. Have shopped with them over the past several years, will not again. Had a product that seemed to be defective and called to see if I could return for a credit. Was told no, once opened no returns. I asked how would I know something is defective without opening???, I'd like to speak with a manager. Was told of course, none were available and one would call me back. Next day, no call. Did an online chat and asked where my call was and was told it can take up to 3 business days. Over a week later, still no call. Called them again and now told by a manager the same, once opened nothing can be returned but we can give you a $10 store credit for your trouble. Furious, what terrible customer service. Beware that if you have trouble with something from this store there is no option for returning. As well, the product expiration date was only 8 months from the time I received it, should be at least a year to be fresh.
Review by Nerladys6 months ago
I received a faulty $199.00 foreo luna from skin store. I charged the unit immediately after receiving. The product did not work. I sent skin store a message within 1 week after receiving and they are refusing to replace OR refund the faulty product because I threw away the packaging. DO NOT BUY FROM THEM! THEY WILL NOT GUARANTEE THE PRODUCTS THEY SELL TO BE IN WORKING CONDITION!!!
Review by Alodio7 months ago
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.