Review Time
HORRIBLE HORRIBLE EXPERIENCE - I HATE THIS COMPANY....NEVER AGAIN WILL I BUY FROM THEM. After spending many hours and cycles trying to fix the situation, I've resorted to submitting a BBB complaint and will shout from the rooftops as to my experience with their abysmal customer service (or MAJOR lack thereof). I purchased ONE SMALL ITEM. Said it was delivered in December. It was not. I had to hunt them down. I purchased on Skinstore.com. Tried to go to Skinstore.com and it AUTO-REVERTS (the website) to Dermstore. Researched. Both owned by HUT GROUP. Login to Dermstore with email I used for Skinstore purchase. No order history of my Dec. purchase. Email Customer Service through Dermstore (PAINFUL, as they think they are fort knox or a bank, because you cannot simply Chat or Email with Customer Service. You must LOGIN to reply to each message, and send a new message). Got into a dispute with the CX agent around the fact that I was not a customer and asked me all of this identifying info to see if I really made the purchase. Had to provide copious emails (screenshots as attachments) to even PROVE I placed the order with the company (NO you are NOT a bank, Dermstore/Skinstore). Once I did, there was STILL an issue. They told me I must login to SKINSTORE.com to address my issue, and I told them "I CANNOT ACCESS Skinstore.com" (are you kidding me!?!?) I mean, when I go to Skinstore.com it reverts to DERMSTORE!!!!! Running in absolute circles. This company is DISGRACEFUL and DISGUSTING. After PAINSTAINKING efforts for over 2 weeks to communicate with Customer Service logically over a $35 order, I filed a BBB complaint. NO ONE from the company has replied. Again, such a disappointment. I was told my order was delivered in December (it was not). Then I was told that my order would be to me via Returnmates (?!?!) on Monday of this week (on 1/7) and they sent a tracking. Of course, it did not arrive. New arrival date is 1/10 - tomorrow. Not hedging my bets. I will file a charge back and also NEVER buy again from this horrible disgraceful company. BE CAREFUL - BUYER BEWARE!!!!!!!!!!!!!!!!!!!! (I wish I could attach my message thread over 2 weeks - I tried but something is blocking me attaching it). What a HORRIBLE WASTE OF MY LIFE DEALING WITH THIS COMPANY!! (and I work at Amazon in a leadership role and we are customer obsessed and would NEVER treat customers like this!!!) EDIT: And now "SAM" is responding to my message saying "login to your account to get resolved" (hmmm) Which account, Sam? My Skinstore.com account (which cannot be accessed since you auto-revert your homepage to Dermstore)? Also, SUPER-ANNOYING that I must LOGIN to an account to communicate!! Give me a break! Are you a bank with high-profile security? Why not make it EASY on your customers? Offer WebChat or Email communication? (novel idea given it's 2025!) :) haha!@SAM - You MUST be able (I hope) to see the past 2 weeks of communication over a simple $35 purchase? Can you not take the initiative to send me a "regular email" to my email address on file (as referenced in the 2-weeks of communication, and make it easier on me - the Customer? What ever happened to CUSTOMER OBSESSION? Your company has ZERO!!!! No thank you. I will NOT login for the 11th time to my account to communicate with you. I am filing a charge-back with my credit card company. Your company is ABYSMAL and DISGUSTING!PS - "Sam" just emailed me saying he's refunding me! WOW - JUST WOW! I am blown away! I mean, the last update is that I was supposed to get my product today (third update on my delivery) and he just auto-refunds me without even addressing the fact I was supposed to have a delivery today, and even noticing that. Perhaps I wanted my delivery today? Did he even notice? Or was the delivery a "farce" after all? One will never know with this company -its SMOKE AND MIRRORS - BUYER BEWARE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! God-knows I'll NEVER probably get my refund - I will have to hunt it down for months to even get it - but that's why I am going to file a charge-back, and the fact I even have to spend energy and cycles on this is SICKENING!
I gave you 5 stars because you carry a line that everyone else stopped carrying. I love the Obagi Clinical products and since everyone else discontinued the product, I thought I was going to have to find replacement products. To my great surprise, I discovered that you still sell this line of skin care products. I hope that you continue to do so for a long time. It’s a great line of products that really work. They worked a miracle on my badly sun damaged face. The Kinetin ingredient is an amazing thing.
Skinstore is now dermstore. All the links take you to dermstore. I ordered before they changed, my order never arrived. I sent a message using dermstore to ask and their agents kept saying “you need to contact skinstore”. I asked for the contact info since every link re routes me to dermstore. No one can give me a contact and I still don’t have my order.
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