“I'm going to start with the positives, the actual product itself was good. Now the reasons why I gave it a 1 star and no longer purchase any Dr. Sam's product is I've tried the Nightly Serum, the Brightly Serum, and the cleanser and all three of these have had packaging malfunctions. Meaning for the Serums I wasn't able to use up to half the product because, in order to reach it, I would have to expose it to air and light making it essentially worthless. The cleanser I've just been opening the bottle and trying to shake out the content. I find this to be extremely frustrating with products at this price point. It's also extremely wasteful. The other problem is the customer service. When I reached out about the just delivered Brightly Serum not working I was first talked to like I was too stupid to understand how an airless pump works even though I explained in detail my experience with the product not working. Then after several frustrating back and forth emails with customer service I was told to take a video to prove I wasn't lying before they would send a replacement. This was by far the rudest customer service experience I've had. So much so that when the Nightly Serum and the cleanser products stopped working I didn't reach out I just ate the money but decided I would never buy a product from Dr. Sam again. ”
Hi Vincent, thank you for your feedback. I'm very sorry you had this experience with our packaging. We of course want you to be satisfied with your purchase. Our team asks to send a video with the faulty pump so we can share the issue with our production team who are constantly working on reducing the chances of a faulty pump. We have sent you an email regarding the faulty Nightly Serum and Cleanser to make sure we can resolve this for you promptly. Apologies again for the inconvenience this has caused you.
“I'm using this for 4 months now and the improvement on my skin texture is incredible. Breakouts are no longer a daily concern and the ones that still manage to appear, heal much quicker and are not as inflamed as before. Truly recommended, it does really change the skin!”
“Has changed everything that was happening to my skin from wearing a mask for the last two years. I have noticed a change almost within days. Not drying, no peeling either. Use in conjunction with the Revival Mask at night if I am feeling dry and I wake up with hydrated skin. Also use the Nightly in conjunction with the Face Wash and Brightly for day. Soft and balancing for my skin for sleep. Really really happy!”
“I have been using this serum for about two months now, and it's OK. It didn't clear my skin completely, but I have seen some improvement. A few days ago I've noticed that the pump won't work, no product came out when pushed. I have opened the container and it's actually half full, but the serum went lumpy and that's what blocked the pump. The consistency is lumpy and grainy. I have contacted Customer Services and they told me to warm up the container, as it's normal for azelaic acid to crystallise. I have done as instructed, but this didn't work. I don't think I'll use it anymore as it leaves white residue on my face. It's a waste of money, as is not a cheap product, but obviously the plastic container is not the best option for packaging.”
Hi Maggie, So sorry to hear that our advice didn't help to resolve the issue. I have sent you a follow up email so we can find a better solution for you x
“Was abit worried when my skin specialist recommended as thought it be another product that doesn’t do it’s job but boy was I wrong . Within an hour of using in my PM routine my skin felt calmer and next morning my blemishes where a lot better . Definitely will use in future xx”
“Unfortunately, I had a reaction to this serum with small bumps on my chin and cheeks. I am no stranger to the retinization process but if I'm going to go through the purging, I'd rather it was with a prescription strength retinoid. Nothing wrong with this product as far as I can see it is a great formulation, it just isn't for me.”
