Anonymous

Terrible customer service

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EssentialDermCare - Terrible customer service
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.
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Anonymous
map-marker Colorado, United States

Poor Customer Service.

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EssentialDermCare - Poor Customer Service.
EssentialDermCare - Poor Customer Service.  - Image 2
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.
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Loss:
$35
Reason of review:
Damaged or defective

Preferred solution: Full refund

Anonymous
map-marker New Orleans, Louisiana

Delay in receiving products

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.
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1 comment
Guest

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.

Anonymous
map-marker New York, New York

Fake fake fake!

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!
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Loss:
$120
Anonymous

Terrible Return Policy

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.
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Loss:
$60
1 comment
Guest

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.

Anonymous

Lousy Return Policy

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.
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Loss:
$60
2 comments
Guest

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.

Guest

So, let me see if i understand your predicament. You purchased a new box of concealer, you opened the box and you used the product.

Now you do not like the product, and you want to return the concealer. This is not show and tell. The vendor cannot reuse or sell this used box of concealer. If they adopted the return policy you would like they would be out of business.

I work retail and we have very few issues of return, but we did have a customer who went crazy about a candle we were burning for the holidays. She loved the scent, so she purchased the candle. One month later she returns the candle, because she said the scent was just too strong.

Are you kidding me!

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Naysha Yde
map-marker Racine, Wisconsin

Essentialdermcare complaint

Updated by user Oct 01, 2012

After much going back & forth w/ this company, my complaint has been resolved & they now seem committed to making things right.

Original review Aug 31, 2012
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.
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Loss:
$52
4 comments
Guest

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.

Guest

Did u try calling the company? I'm sure if u called in and spoke with a live person, they'd help you out.

Their return policy does state that products must be unopened/unused within 30 days..but nothing about defective products.

I've gotten my products replaced from them. Best regards

Guest
reply icon Replying to comment of Guest-582102

Yes, I did call Essential Dermcare and spoke with a representative at length. She just reiterated that if I had called within the 30day period maybe they could have helped.

I offered to send a picture of the bottle to show how it was defective and dangerous. I also stated that an $80 bottle of serum lasts a lot longer than 30 days and therefore the bottle it comes in is expected to hold up too.

Guest
reply icon Replying to comment of Guest-582102

How come you are so sure? Do you work for the company? I did talk with them and they stated very clearly that they were unable to help me.

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Jacqueline J Rex
map-marker Los Angeles, California

SHADY BUSINESS PRACTICES & POOR CUSTOMER SERVICE- BEWARE!!!

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!!!!!
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2 comments
Guest

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.

Guest

I have made multiple purchases with this website and not once experienced bad customer service.

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