Dermoi Reviews 422

Reply from Dermoi

Jan 6, 2025

Dear Micah,

Thank you for sharing your feedback. We sincerely apologize for the inconvenience you experienced—it’s certainly not the level of service we strive to provide.

As this is a particularly busy festive season, we’ve been overwhelmed with a high volume of orders, which has occasionally impacted our ability to respond as swiftly as we’d like. While our customer service team can process cancellation requests, if an order has already been packed and prepared for shipping, it becomes physically impossible to locate and stop it among the hundreds of orders we dispatch daily.

We deeply regret the miscommunication and inconvenience this has caused. Please reach out to our customer service team at help@dermoi.com, and we’ll assist you in returning the order, ensuring that you are not burdened with additional costs. We are also reviewing our processes to minimize such situations in the future.

Thank you for bringing this to our attention, and we appreciate your understanding during this busy time. We hope to have the chance to make this right for you.

Kind regards,
Your dermoi!

Reply from Dermoi

Dec 4, 2024

Thank you so much for your thoughtful and kind review! 🌟 We’re thrilled to hear that you’re happy with your Obagi products and the overall experience with Dermoi. Providing excellent service and quick delivery is always our top priority, and it's wonderful to know that we exceeded your expectations.

Your feedback on our competitive pricing and packaging means the world to us—we work hard to ensure our customers have access to premium skincare with convenience and care. We’re delighted to have you as a loyal customer and can’t wait to assist you with your next order.

If you ever need further recommendations or have any questions, don’t hesitate to reach out. Thank you for choosing Dermoi! 💛

Reply from Dermoi

Nov 4, 2024

Dear Karima,

We’re truly sorry to hear about your experience, and we understand how frustrating this situation must be. This is certainly not the level of service we aim to provide, and we’d love the opportunity to resolve this for you.

Dermoi is a 100% genuine business, and our team is dedicated to ensuring every order is processed and delivered smoothly. We provide regular updates from order processing to dispatch, along with tracking information from Royal Mail. It sounds like there may have been an unexpected issue with your order, and we would love to be in touch in order to rectify immediately. If you are not receiving current order updates, then we would also love to confirm your contact details.

Please reach out to us directly at help@dermoi.com for further assistance. Additionally, you can reach our customer service team by phone at +44 020 3963 9930, available Monday to Friday, 11 am - 4 pm. We’re eager to clear up any confusion, provide any necessary updates, and make sure you receive your order as quickly as possible.

Thank you for your patience, and we look forward to speaking with you soon.

Warm regards,
The Dermoi Team

Reply from Dermoi

Nov 1, 2024

Dear Samantha,

Thank you very much for sharing your experience with us. We are truly sorry to hear that the shade didn’t turn out as expected and understand how frustrating this must be for you.

At Dermoi!, we strive to provide the best possible experience and understand the importance of selecting the right shade for each unique skin tone. However, we do not recommend specific shades as we are an online store where customers often come to replenish their existing products.

While our policy does not allow us to accept returns or exchanges on opened cosmetics due to hygiene and safety reasons, your feedback is incredibly valuable to us. We are actively working to improve our shade-matching guidance and support options to help ensure this process feels seamless and more precise for future purchases.

Although we’re unable to process a return or exchange in this case, we’d be happy to discuss alternative ways to assist you. Please don’t hesitate to reach out directly to our customer service team at help@dermoi.com for any additional guidance.

Thank you once again for helping us improve our service. We hope to have the opportunity to serve you in the future with an experience that better meets your expectations.

Warm regards,
Dermoi! Customer Care Team

Reply from Dermoi

Oct 10, 2024

Dear Olimpia,

Thank you so much for your wonderful review and for being a loyal customer for over three years! We're thrilled to hear that you've had such a positive experience with both our team and our product selection.

At Dermoi, we pride ourselves on being the only concept store that guarantees the quality of our products. Every product is carefully selected and verified for efficacy by our DermoiSkin scientists, ensuring that only the most effective solutions make it to our store. It's no surprise you're seeing great results—this is exactly why we exist: to help our customers achieve their desired skincare goals!

We're also glad to hear you've had the chance to connect with our Chief Scientific Officer, Eve. Her dedication to choosing only genuinely good and effective products reflects the very core of our values.

Thank you once again for your support!

Warm regards,
The Dermoi Team

Reply from Dermoi

Oct 10, 2024

Dear Alla,

Thank you so much for your kind words and for being a loyal customer of Dermoi for the past 6 years! We're thrilled to hear that you've had such a positive experience with both our products and customer service, and we're especially happy that the Evenswiss range is a favorite of yours.

At Dermoi, our focus is on providing only the most effective products that have been carefully selected and verified by our in-house scientific team, all at reasonable prices and delivered to you as quickly as possible. We are so glad that we’ve been able to help you look and feel your best!

Your loyalty means the world to us, and we look forward to continuing to support your skincare journey.

Warm regards,
The Dermoi Team

Reply from Dermoi

Oct 9, 2024

Dear Ele,
Thank you so much for your wonderful review! We’re thrilled to hear that you’re happy with the quality of our products and the level of customer support. At Dermoi, we are a concept store dedicated to scientifically verified skin, hair, and wellness care. Every product in our store is carefully reviewed and verified by a team of skin scientists before being added to our collection.

We truly appreciate that you understand and value our concept. Your feedback means the world to us, and we’re excited to continue providing you with the very best!

Warm regards,
The Dermoi Team

Reply from Dermoi

Oct 9, 2024

Dear Natalia,

Thank you so much for your kind words! We're delighted to hear that you’re pleased with the quality of our products and our professional service. At Dermoi, we take pride in being a concept store that offers only scientifically verified skin, hair, and wellness care. Every product is rigorously reviewed by a team of skin scientists to ensure it delivers real results.

We truly appreciate your recommendation and your recognition of our efforts. It’s always a pleasure to serve customers like you!

Warm regards,
The Dermoi Team

Reply from Dermoi

Oct 9, 2024

Dear Demeter,
Thank you so much for sharing your experience with Dermoi! We're so happy to hear that our products have helped you feel better about your skin. It’s always rewarding to know that our cleansers, creams, and masks are making a positive difference.

At Dermoi, our main purpose is to provide skin, hair, and wellness care that truly delivers results. That's why our team of scientists rigorously verifies each product to ensure it can help our customers achieve their skin and wellness goals. We deeply appreciate the loyalty and friendship of our customers, and we’re thrilled that you’re part of the Dermoi family.

If you ever need more advice or recommendations, we’re here to help. Thanks again for your kind words!

Warm regards,
The Dermoi Team

Reply from Dermoi

Oct 9, 2024

Dear Mattia,

Thank you so much for taking the time to share your experience! We're thrilled to hear that Dermoi has made a difference in your skincare routine and that our products have helped your skin become less oily. It’s also wonderful to hear that your mom loves the face masks!

We're so glad that your friend recommended us, and we truly appreciate your kind recommendation as well. If you ever have any questions or need further recommendations, don't hesitate to reach out—we're here to help!

Warm regards,
The Dermoi Team

Reply from Dermoi

Oct 8, 2024

Dear Gabriella,

Thank you so much for your lovely review! We’re thrilled to hear that since using Dermoi, your skin has become more glowing, less dry, and that you’ve noticed fewer spots. It's fantastic to know our products are working so well for you, and we appreciate your recommendation!

If you could take a moment to share your experience on Google as well, we'd be incredibly grateful. We regularly check reviews there to stay up-to-date and continue improving our service.

Thanks again for your wonderful feedback and support!

Warm regards,
The Dermoi Team

Reply from Dermoi

Oct 8, 2024

Here's a response for NB's review:

Dear NB,

Thank you for your kind review! We're so glad to hear that you had a great shopping experience and are happy with your purchase. Your recommendation means a lot to us!

If you have a moment, we’d really appreciate it if you could also share your feedback on Google, as we regularly check reviews there. It helps us stay more connected with our customers and improve our services even further.

Thanks again for choosing Dermoi!

Warm regards,
The Dermoi Team

Reply from Dermoi

Oct 8, 2024

Dear DA Property,

Thank you so much for your kind words and for being a loyal customer of Dermoi! We're thrilled to hear that you've consistently had a fantastic experience with us, from our top-quality products to fast delivery. Your recommendation means the world to us!

We also wanted to mention that we regularly check reviews on Google and would be incredibly grateful if you could share your experience there as well. It helps us stay even more connected and responsive to customer feedback.

Thanks again for your continued support!

Warm regards,
The Dermoi Team

Reply from Dermoi

Oct 8, 2024

Dear Sophia,

Thank you so much for your fantastic review! We're delighted to hear that our skincare products have been effective in helping with your breakouts and acne scars. Your recommendation means a lot to us!

If it's not too much trouble, we'd be grateful if you could also share your feedback on Google, as we regularly check reviews there. It helps us stay on top of customer insights and continue to improve our offerings.

Thanks again for your support and trust in Dermoi!

Warm regards,
The Dermoi Team

Reply from Dermoi

Oct 8, 2024

Here’s a thank you reply for Oscar's review on Trustpilot:

Dear Oscar,

Thank you so much for your fantastic review! We’re thrilled to hear that you’ve had a smooth and satisfactory experience with Dermoi over the past year. Your continued support and trust in us means a lot, and we are delighted that our products and services have met your expectations every time.

We also appreciate your perspective on the other reviews and are grateful for your understanding. While we always strive for excellence, it’s reassuring to hear such positive feedback from valued customers like you.

If you have a moment, we would love for you to share your experience on Google Reviews as well, since that's where we gather most of our feedback.

Thanks again, and we look forward to serving you in the future!

Best regards,
Dermoi Customer Service Team

Reply from Dermoi

Oct 7, 2024

Dear Chris,

Thank you for your feedback. We are sorry to hear about your experience and would like to address your concerns.

First, we would like to clarify that we no longer actively use Trustpilot and have made efforts to move all reviews to Google, where our customer service team can promptly address any issues. We kindly ask that you leave future reviews on Google to ensure faster resolution of your concerns.

Regarding your specific issue, we believe you are referring to The Nue Co. product. The company has recently updated their branding and packaging, but rest assured, the product formula remains unchanged. The item we sent is still available in our stock, though it may differ in appearance from newer batches.

We take the quality and expiration dates of our products very seriously and check them regularly before shipping. If you received a product that is close to the expiry date and are unsatisfied, we encourage you to return it to us, and we will happily refund both the product and the postage costs.

We apologize for any inconvenience caused, and while we strive to deliver a positive experience for all customers, we recognize that mistakes can happen. With thousands of parcels dispatched monthly, such instances are rare, and we deeply regret that this was your experience.

Please contact our customer service team directly if there’s anything further we can do to resolve the situation.

Best regards,
Dermoi Customer Service Team

Reply from Dermoi

Oct 8, 2024

Dear Paulina,

We are truly sorry for the frustrating experience you've had with your order. We understand how concerning it is when a parcel goes missing during transit. Unfortunately, when Royal Mail loses a parcel, we must follow their investigation process, which takes time before we can issue a refund or replacement.

We certainly did not intend to cause any additional stress. Our team has been working on your case, and as soon as we receive confirmation from Royal Mail, we will promptly process your refund or send a replacement, whichever you prefer.

We apologize for the inconvenience this has caused, and while these situations are rare, we understand how disappointing they can be. For any future concerns, please feel free to leave feedback on Google Reviews, where we can respond more quickly.

Thank you for your patience.

Best regards,
Dermoi Customer Service Team

Reply from Dermoi

Oct 8, 2024

Dear Vicky,

Thank you for your feedback, and we’re truly sorry to hear about your experience.

To clarify, the product you purchased was discounted due to its shorter shelf life, which was communicated at the time of sale. We apologize if this was not clear and for any inconvenience caused.

Regarding your request for a refund or replacement, we understand your concerns. However, as you first contacted us about this issue more than three months after the purchase, it falls outside our standard 14-day return window for unused and unopened products. Unfortunately, this policy is in place to ensure the quality and safety of the products we provide, and like most retailers, we are unable to accept returns beyond this period.

We regret that this has caused frustration, and we’re always striving to improve our service. If you have any further concerns or if there’s anything we can do to assist, please don’t hesitate to reach out.

Next time you have a concern or wish to leave a review, please consider doing so on Google Reviews. We actively monitor and respond to reviews there, and you will receive a much faster response.

Best regards,
Dermoi Customer Service Team

Reply from Dermoi

Oct 8, 2024

Dear Svetlana,

We sincerely apologize for the frustration and inconvenience you've experienced with your recent order. Unfortunately, when a parcel is lost during transit with Royal Mail, we must follow their investigation process, which takes time. While we understand how upsetting this is, we were unable to issue a refund or replacement while Royal Mail’s investigation was still ongoing.

Our customer service team reached out to you several times offering to replace the parcel, even before the investigation was completed, but we did not receive a response. We deeply regret that this prevented us from finding a solution more quickly.

Your purchase has since been refunded, but we agree it’s a painful situation when a shipping company loses a parcel. While we trust Royal Mail as a reliable service, we understand that this experience was far from ideal, and we apologize once again for the delay and inconvenience caused.

For any future concerns or reviews, please feel free to reach out via Google Reviews, where we actively monitor feedback and respond promptly.

Best regards,

Dermoi Customer Service Team

Reply from Dermoi

Oct 7, 2024

Dear Paulina,

We sincerely apologize for the inconvenience you experienced, and we are just now seeing your message. We would like to clarify that we do not actively use Trustpilot, and we encourage our customers to leave their reviews on Google, where we can respond more promptly.

Regarding your specific issue, we are truly sorry for the trouble with your parcel. When a parcel is lost or delayed by Royal Mail, we must follow their procedure, which requires waiting for confirmation before issuing a refund. This is because Royal Mail could deliver the parcel at any time while investigating its status.

As soon as we received confirmation from Royal Mail about the status of your parcel, we promptly processed your refund. We understand the frustration this caused and apologize for the delay in resolution.

Although we ship thousands of parcels every month using Royal Mail and typically receive positive feedback, rare issues do occur. We are committed to resolving such matters as quickly as possible, and we regret that this affected your experience.

Once again, we apologize for any inconvenience, and we appreciate your patience as we worked to resolve this situation.

Best regards,
Dermoi Customer Service Team