“I’ve placed an online order for a next day delivery unfortunately the package was delivered to a completely different address (even though I put the correct details)
I raised the issue with Dermalogica and telling them that I really need my cream , but they couldn’t do anything until they receive a confirmation from Royal Mail.
That all happened last Friday today is Wednesday and I’m just getting an email from them they can send the replacement order or a refund, and not even trying to be nice to the loyal customer and maybe offer to send a new package ( while I’m waiting) ; with the same product or anything nice like that like a compliment gift. I’m very disappointed Dermalogica how you treated me. I’ve been in the retail business myself and this is not how you treat your customers.”
Hi there, we are sorry to see your review and hear of the trouble you have been through with your delivery.
Please do reach out to our E-commerce Team (ecomcustomerservice@dermalogica.com) who will be happy to do what they can to rectify this issue for you and would appreciate the feedback on what we can do better next time.
“A gift card is what it is? But when you are supposed to get a free gift, which I never got and after speaking t the customer service team several times I was just told that nothing could be done about?”
Hi Gary, thank you for your review. We're sorry to hear you been experiencing trouble with this. Please connect with us on live chat via our website homepage so that we can ask a few questions and advise further.
Thank you for your review. If you have any issues with your online purchase please contact ecomcustomerservice@dermalogica.com where a member of the team would be more than happy to assist you.
Thank you for your review. We would like to assist you further please email our Ecom customer service on ecomcustomerservice@dermalogica.com where a member of the team will be able to assist you further.
“Purchased after seeing I could have a free gift. No free gift in the end!!!
Emailed 3 times to obtain a refund. No refund in the end!!! Completely ignored 3 emails which I sent to customer service.
Think customer service is non existent, or very poor indeed!! 😢😢”
Thank you for your review. We were disappointed to hear you have had this experience please email customerservice-consumer@dermalogica.co.uk so that we can look further into this for you.
We are delighted to hear you shopped with us during Black Friday.
During this period, we run multiple promotions that can change without notice.
Whilst we do appreciate your frustrations, we are unfortunately unable to honor current/future promotions on past orders.
I am sorry we are unable to assist you further on this occasion and I will be sure to pass on your feedback regarding the way in which promotions are launched to our online customers.
Thank you for your review. We were disappointed to read you have not yet received your order please email ecomcustomerservice@dermalogica.com where a member of the team will be more than happy to assist you.
“I never received my order .Waited for a week and when tracked the order was holding in a depot. Dermatológica never contacted me about any delays or that they have requested to hold the delivery.
Very disappointed after all my order value was above three hundred pounds.
Poor customer care service.”
Thank you for your review and we both appreciate and understand your comments. Our samples are designed to allow customers to test for skin compatibility, unfortunately they will not give the skin an instant change as skin care is accumulative. Please visit a professional Dermalogica skin therapist who may be able to offer trial or travel sizes for you to try for a longer period of time.
Thank you for your review. We would like to support you and look into this further please contact customerservice-consumer@dermalogica.co.uk where a member of the team will start an investigation.
We are sorry to hear that you have had a negative experience with our customer service department. Please could you send your enquiry either to the email address on our website which is displayed - ecomcustomerservice @dermalogica.com or to customerservice-consumer@dermalogica.com. All emails are responded to within 3-5 working days.
“Cannot use this product but its the only sample dermalogica send me.
For the amount of money I spend yhe samples should be different with each order.”
Hi, we were sorry to see your review, please reach out to our E-commerce team who would appreciate feedback on your purchase and hear what we can do better next time.
ecomcustomerservice@dermalogica.com
“Im afraid I can't review it because It hasn't arrived. You redirected the parcel and then appear to have cancelled the order. I have e mailed you twice and also sent a Was App with no reply received at all. Usually your service is good?”
Thank you for your review. We were disappointed to hear about your experience with the delivery of your order and would like to assist you further. I shall pass this on to the ECOM team as a matter of urgency.
“I did not receive my kit in my parcel. I have contacted customer service on many occasions and they have not responded. It has been over a week I am extremely disappointed in the service. I Will not be purchasing from here again as they have taken taken my money and not given my product or responded to my emails to give me refund”
We are sorry to hear about this, it is most unusal not to get any response and we apologise for your negative experience. Please do try once again via ecustomerservice@dermalogica.com although the automated reply does advise that emails will be responded within 5 working days, this is often much quicker. Alternatively, call them on 0800 917 7147. Please quote your order number when calling or emailing. We shall advise them of your experience and they can prehaps check your order enquiry against your email address supplied.
“Hi, I was looking forward to use this product couple of time before flying out next week but unfortunately. So can’t rate the product right now. Sadly I haven’t received my order since last week with tracking number YJ258908625GB.”
If you are signed up to the Rewards Programme then delivery will be free. If you are a member of this programme and have still been charged delivery, please contact our the E-com Team who can assist you. They may be reached via ecomcustomerservice@dermalogica.com or 08009177147
“Very disappointed in this product,actually just a powder with very few microbeads in to make this a decent exfoliating product. I sent an email stating that at £65 this was not good therefore would like a refund but had no reply,waste of £65”
Thank you for your review. Daily Microfoliant is designed to treat a sensitive or sensitised skin so does not have an abrasive scrub texture. It is formulated with rice-based powder and enzymes which are activated when mixed with water. If you are looking for an abrasive exfoliant please discuss this with a skin therapist who can recommend the correct product for your skin. Unfortunately, we are unable to locate your email, requesting a refund, please could you resend this to the address as advertised: ecomcustomerservice@dermalogica.com and return your product via the online portal. The team will be happy to complete the return and refund for you.
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