“Do not buy from Dr. Sam’s if you live in New Zealand!
I placed an order that never progressed past the "processed" stage on the tracking website, despite waiting three weeks. When I reached out to customer service, their responses were slow, and they just kept telling me to be patient. Eventually, they admitted that the parcel had gone missing. They then placed a new order for me, assuring me there would be no issues this time. But, surprise surprise, the same thing happened again—another two weeks went by with no progress on the tracking. Now, over a month later, neither parcel has arrived.
I’ve since requested a refund, which has been processed, but despite never receiving any products, I’ve been bombarded with emails asking how the products are working for me and requesting a review. Needless to say, I’m extremely frustrated with this entire process as I went into it excited to swap over my skincare regimn solely to Dr sam's but after what I have experienced I strongly recommend avoiding purchasing from this website if you’re ordering internationally—it's just not worth the hassle!”
Hi Michaela, Thank you for sharing your experience and bringing this to our attention. I want to sincerely apologise for the frustration and inconvenience you’ve faced with your order from Dr Sam’s Skincare. We recently encountered an unexpected issue with deliveries to New Zealand and Australia, which affected a small number of customers. This was not something we had experienced before, and we worked closely with our couriers to investigate and resolve the matter. While we have issued refunds for the delays, I completely understand how disappointing it must have been to experience this. Regarding the emails asking for product feedback, these are automated messages that are sent based on your order timeline. We regret that they were sent in error, and I’ll ensure your feedback is passed on to our team to prevent this from happening again. Your feedback is invaluable to us, and we’re taking steps to improve our international delivery processes to ensure a smoother experience in the future. I understand this doesn’t change what happened, but I truly hope you’ll give us another chance in the future. If you have any further concerns or questions, please don’t hesitate to reach out to us directly.
“Amazing!! I was hesitant to buy at first because of the price, but it was so worth it - i’ve now finished the whole thing and will be buying another. It lasted me almost four months using it as a spot treatment.”
“I've used salicylic acid based creams and toners in the past (the ordinary, Paula's choice) but they never worked for me. Neutralising gel is very powerful but not irritating. It has a preventive effect (week before period) and clears blemishes very quickly.”
