e x.

I have shopped from dermstore for many years but after my last experience I will NEVER shop from them again. I purchased an expensive retinol product, it was left out on the heat by the delivery carrier for 10+ hours in 85 degree heat. This however, I did not blame dermstore for- I called customer service and explained the situation, they very nicely sent me a return label and said they would exchange the product once it arrived. Before shipping out the product, I examined it and found a dot on the bottom label (a slight "stain/mark" that is not part of the packaging) so that I would know if I received the same bottle back. I shipped out the package right away, shipping took over a week and on 6/11 it stated "picked up and processed by agent". I gave it another 5 days before calling CS. They stated it was received and would be processed in a day or so. 2 days later, I called CS again- they NOW state the package is still in transit and not received by their warehouse yet. 2 days later, I called again and expressed my frustration at being told different things by different agents, and also the fact that almost 3 weeks has elapsed. The agent says they received the return and offered me a gift card and told me to use that to repurchase the item. She explicitly stated I would receive a brand new item using this method and not the same bottle I returned. 1 week later, I receive my product and it is the EXACT bottle I returned (with the mark on the bottom) in a newer looking box. I believe they took so long processing my order because they wanted to ensure I received the same item I returned because they had agreed it was "damaged by the heat". Never again