EssentialDermCare
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Terrible customer service
- The tube split after 2 uses, costing $35.
- Essential Dermcare refused help due to a 30-day policy.
- Dermstore is an excellent alternative.
I ordered and received a product that was great but the actual tube it came in split open after 2 uses. $35 down the drain.
Essential Dermcare responded to my call by saying they couldn't do anything for me because of their 30 day return policy. In fact the person I talked to was somewhat agitated and very dismissive. I had a previous and problem with another product and the implication seemed to be that I was a difficult customer. With the previous item I contacted the manufacturer directly and they informed me that they were probably going to change their packaging because other customers had experienced the same thing.
They sent me a new bottle directly.
Essential Dermcare could have easily taken the defective items back, the manufacturer would have reimbursed them, they just didn't want to deal with it, obviously customer service is not a priority for Essential Dermcare.
They do not stand behind the products they sell, this is not an isolated incident. DERMSTORE is an excellent alternative.
Denver, Colorado
Poor Customer Service.
- Glass dispenser broke during use, wasting 80% of a 3-month supply; no compensation after 30 days.
- Sunscreen tube split; after 30 days no help.
I have purchased several products from Essential Dermcare over the past few years. I have had two specific problems.
One item wa sold in a glass dispenser, part of which broke during the course of normal usage. This was an expensive item and I had to discard 80% of the product (a 3 month supply). Essential Dermcare absolutely refused to compensate me in any way because it had been over 30 days since purchase. I notified the manufacturer who immediately stated that they would send me a replacement as they had been experiencing problems with packaging.
The second problem was strangely similar. An expensive tube of sunscreen split at the seam. First I called, no response for 4 days, then I called again and was told that after 30 days they would do nothing for me. This time the customer service representative was somewhat agitated and unwilling to listen to my complaint.
Bye Bye Essential Dermcare, you obviously don't care about keeping me as a customer so I'm moving on.
Preferred solution: Full refund
New Orleans, Louisiana
Delay in receiving products
- Ordered 12 Avene bars on 7/12/2014; back-ordered.
- Card charged at order time.
- Told to refuse package for credit; policies followed.
I Ordered 12 bars of Avene soap on 7/12/2014. I received an email on 7/14 saying the product was back-ordered and would be delayed 1 or 2 weeks.
Product shipped 7/28; not scheduled to be received until 8/1/2014.
MasterCard charged at time of order even though product was not available. (Yes, company states that this is their policy.) Essential Dermcare did nothing to expedite shipping in spite of delay. Just told me to refuse the package and that they would give me a credit.
Very dissatisfied with poor customer service.
Essential Dermcare management says that the company followed their stated policies.
New York, New York
Fake fake fake!
- I bought Decleor Harmonie day cream but received the wrong product.
- Contents smelled like cheap Nivea and felt off.
I bought Decleor's Harmonie day cream through this website. Though packaging looked as it should - it was NOT the right cream in those jars.
I have used this cream for a very long time and know exactly what it smells and feels like. What was in there smelled like Nivea's cheapest *** that someone had poured into the jars to make some money from poor idiots like me. Guess I learned my lesson. Do NOT buy products from this website!!
I don't know if this is a common way to scam people ..
Obviously I'm sure a lot of people don't know what their products are supposed to smell and feel like. However - I do know!
Terrible Return Policy
- The $60 concealer is oily and makes mascara run.
- Only unopened merchandise is returnable.
- I will not buy from Essential Derm Care again.
I purchased a $60 concealer from them and it is so oily, it makes even waterproof mascara run leaving me with raccoon eyes. when I called to see if I could exchange it for something else, I was told that only unopened merchandise was returnable.
When I told her the product did not work for me, I was told I should buy products from someone else before I buy them from Essential Derm Care. That is the most idiotic policy I have ever heard of.
I will never buy from them again. What lousy customer service - do not use them.
Hi there,
Our return policy is clearly stated here: http://www.essentialdermcare.com/Return-Policy.html. Most online retailers do NOT accept products that have been opened and used.
If you have any other questions or concerns, please feel free to contact us at:
Email: support@***.com
English Toll-Free (888) 332-**** (Mon-Fri 8:30 AM - 5 PM Pacific Time.
Closed Sat-Sun.)
Español Toll-Free (855) 887-**** (Mon-Fri 8:30 AM - 5 PM Pacific Time. Closed Sat-Sun.) Thank you.
Lousy Return Policy
- They only take back unopened products.
- Concealer made mascara bleed; they offered no help.
- They urged trying the product at a spa before buying.
They will only take back unopened products. I bought a product that didn't work - concealer that made my waterproof mascara bleed and they would not do a thing for me.
I tried different mascaras with the same results. They said I should try the product at a spa or salon before buying anything from them. Seriously?? I will never buy anything from then again.
$60 down the drain.
I did not even want a refund - just a credit to try something else but they offered no options to me. Just have a nice day and thanks for calling - um no thanks.
Hi there,
Our return policy is clearly stated here: http://www.essentialdermcare.com/Return-Policy.html. Most online retailers do NOT accept products that have been opened and used.
If you have any other questions or concerns, please feel free to contact us at:
Email: support@***.com
English Toll-Free (888) 332-**** (Mon-Fri 8:30 AM - 5 PM Pacific Time.
Closed Sat-Sun.)
Español Toll-Free (855) 887-**** (Mon-Fri 8:30 AM - 5 PM Pacific Time. Closed Sat-Sun.) Thank you.
Essentialdermcare complaint
- The essentialdermcare pump did not work after opening the box.
- Support promised a 24-hour reply, but a week passed with no response.
After much going back & forth w/ this company, my complaint has been resolved & they now seem committed to making things right.
I received a product from essentialdermcare & the pump did not work. I emailed them to ask what I should do w/ the product since I had opened the box & the return information said the box shouldn't be opened.
(How would you discover the bottle wouldn't pump if you didn't open the box??)The contact information assured me I would be responded to in 24 hrs. Well, a week went by w/ no response. I again emailed & asked what I should do & reminded them they advertised a 24 hr response.
I never did receive a response. I will not order from that company again.
I have been buying from Essential Dermcare for a couple of years now and have, until now been very happy.
However, among all the other items I ordered there was an $80 bottle of serum. The bottle broke at the neck of the bottle when I was pushing down on the dispenser to get the serum out.
I could no longer use the product as there was glass inside the serum. When I phoned to ask if they could help me they responded that it was outside the 30day guarantee and there was nothing they could do. They really didn't care that I was a regular customer.
I phone the manufacturer who immediately offered to send me another bottle. They also mentioned that they were considering changing the packaging because of possible breakage.
Replying to
SHADY BUSINESS PRACTICES & POOR CUSTOMER SERVICE- BEWARE!!!
- $30 Eversave voucher not deducted.
- Charged twice.
- Customer service gave wrong refund info.
- No refund yet; time wasted.
- BEWARE, STAY AWAY.
I purchased a voucher from Eversave to apply to this company worth $30.00 value, I purchased some items, and they did not DEDUCT the Amount of the Voucher that was previously paid for, and they CHARGED ME TWICE!!! This company is small, and the person who handles customer service is inept and a LIAR - I asked who the President of the company was, and she said she did not know - yet this was the person that handled the phone and web customer service complaints.
She emailed me the wrong information as well for proof that they refunded me the $.
I have yet to see my REFUND - most of all I spent too much time on trying to rectify this issue. BEWARE, STAY AWAY!!!!!
Hi there,
Has this issue been resolved?
You realize that you bought the voucher from Eversave right and not EssentialDermCare.com. So they actually charged you twice.
You need to contact them to get your refund.
The Eversave voucher is bought from them and then redeemed on EssentialDermCare.com.
Thank you.
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Try dermstore.com. They're pretty good, and if you save your item as a favorite, there's 10% off. Slow shipping at times, but generally decent.