Dermalogica Reviews 203

My Dermalogica account describes me as "Devotee", which I have been for some time, but I've noticed a steady decline in the experience of buying direct from Dermalogica.
It used to be that with most orders there would be some free little sachets of other products to try, sometimes even an unexpected mini with larger orders. Not any more. There used to be free next day delivery, again, not any more. Why a company as big as this can't do free delivery for £200 of product, I don't know.
They don't allow Blue Light Discount to be used with free gifts, even when the customer has spent the required amount to qualify for the free gift, rendering the blue light discount absolutely pointless.
It used to be a really good experience buying from Dermalogica, but in my opinion, it is no longer.
I went elsewhere, found products I wanted, qualified for free gift and got 10% cash back and free delivery.
No point being a loyal customer if you are valued as such.

The products feel beautiful on my skin.my skin feels as if it glowing.

Fantastic service and fast delivery. Without this wash my daughter starts to have acne outbreaks within days. Great product that goes a long way…

I can see I’m not alone regarding Bad Customer Service.
I sent an email to there Customer Service over a week ago and they haven’t bothered to reply, I was going to buy £300 of product but from my experience below and no answer from Customer Service I am not going to bother.

Hi
I have just had a conversation with one of your therapists online and asked for a 4 step routine giving her lots of information about my skin and what I use.
I had the feeling through out that she wasn’t really paying attention to what I was telling her specifically that I use tretinoin 2/3 times weekly and want a routine set around this.
I asked AI for recommendations which made sense when I looked at the products and then told AI about what your therapist recommended 3 of the products she recommended you should not use when using tretinoin.
I’m a little surprised/shocked by these recommendations because it would have caused problems with my skin if I had gone with her recommendations.
It’s really not what I expected from a brand like Dermalogica.
Kind Regards

Update: I did send my original email to the address you provided, I will send again.

Update: No reply to my second email.

Products are amazing unfortunately I was not lucky and got my product damaged. It is more than week and no answer at all. Looks like customer service do not exist for Dermatologica.. shame will have to find other brand who provide one. I have sent all pictures and clearly all precleanser is gone and box wet. ORDER UK443143 Now have to contact bank for a charge back as still no reply from dermatologica. I believe products are too expensive to leave it as it is

The dispenser of one of my products dries up and then suddenly dispenses lots of product. The ultra calming cleanser in the smaller bottle is useless and a lot of waste of product. I contacted customer service and they said they’ve had many other people complain about this and that they’re sorry. Their only advice was that I should have bought the bigger bottle which has a different dispenser so I would not have that issue. Absolutely ridiculous customer service. Even after mentioning that a lot of the product was wasted there was only the standard reply of you need to go to where you’ve bought the product. Absolutely silly! Never will I go back!

Great customer service and very knowledgeable.

I'm a big Dermalogica fan and love trying new treatments so the possibility to try out two new items was too much temptation for me. The sachets arrived very quickly, well packaged, as always. I haven't had the opportunity to use the samples as of yet, but I'm sure I will love them. Dermalogica is the reason I have great skin I believe.

If you are a business dont go with dermalogica! Absolutely awful service! I can't believe they are still going after the worst customer services!

Decided to re-order my favourite SPF as there was an offer of a brightening kit with a £125 purchase. It's expensive stuff so I decided to buy my regular plus a small tube of a different one to try to make up the £125. When I got to the payment page I got a note to say the brightening kit was out of stock. I hesitated for a while but I'm going away for quite a long holiday and wasn't sure if my current supply would hold out.

A few days later I received another email pushing the same offer 'with low stock' of the brightening gift pack. I bet!

If I buy these products from my local salon I always receive a couple of small samples - but they don't hold a huge choice of products. Order online - no samples at all! Once I've finished I'm going to experiment with different brands.

Update after their reply - and if you read their reply you can see the attitude is exactly as others have described! I obviously 'fell between offers' Really???!

I’ve been using Dermalogica products for over three years now (a returning customer after a break). My skincare routine at home is my favourite time of day. Overtime I’ve learnt what my skin needs and change my routine to suit. I also see an amazing skin therapist every four weeks for a Pro 60 treatment (@thehouseofbeautyofficial) and a Luminfusion every few months. Laura is wonderful at what she does - she truly is an expert. My skin has never looked this healthy before.

Dermalogica Daily super foliant age 40 pluss.

My skin is amazing and super soft now!Black powder mixed with a little bit off water. My skin is so soft! I use a good serum and cream after.
My makeup looks so more airbrushed now 😁 My dry and dull skin is gone! Only glow and I look younger! Love it!

AWFALL service.
Started working with dermalogica products since 2012 and gained my expert status with them at leatherhead.
After being a loyal customer for many years , under account 33944 i stopped ordering with them online due to their poor service and just bought my stock back from usa every so often…

Opened up a new bigger salon and wanted to give them another go to use the uk sales team again and i was advised its better to open a new account as the old one had inactivity for some period.

Its now been over 4 months trying to get a simple account opened up to have some up to date products sent to our salon.
Literally fed up of chasing them and the sales rep.

Their is so many other bigger skin care brands out their that actually value customers.

This has put me my staff off from going any where close to using dermalogica in our salon again!
what a big shame!

Nail Point London

Declining customer service

I have been a loyal customer for years, buying my staples (cleanser, moisturiser, sunscreen) from them regularly and buying serums etc. Their customer service used to be great, but had gone severely downhill. First, no more samples with order, followed by no more free shipping but you can use reward points for it. But second, and most importantly, when I started developing a rash as a result of a product I had used for years, I tried to get in touch to find out if the ingredients had changed or there was a one-off fault, so I could figure out whether it was a one-off or I had developed an allergy. Unfortunately, not only did it take long to get replies but they did not answer the questions. I had to send reminder emails to ask whether they could answer my question. They suggested I would be refunded if I sent it back, but really what I wanted to know is whether I could purchase it again. No goodwill, and no help. Finally, in June they said no changes had been made to the ingredients, but as it still wasn't clear whether there was a one-off fault, I was unsure what to do. My first email went out in April, and their final response got to me in June. I did not purchase that product again.

It doesn’t surprise me coming on here and reading the negative reviews. A declining brand in my opinion. Once at the fore of skincare is now a brand that has no customer service or care for loyal customers. You have a buy your own samples and pay for shipping despite spending over £100. No other companies do that. It’s greed.
They would pack in samples of other products to try and it was a great way to market other products.
My rewards section was always full of teenage skin options depite saying I was 46+
I wrote to them. I got a response saying oh sorry. LOL

Oh sorry. It’s time to find a new brand of skincare

Have been a dermalogica professional customer for the past 15 years. Always had a great experience with ordering products and training, but since they have changed their way of ordering on line , it has been a nightmare. Most of their customer service staff, are not trained properly to help and I always end up calling them twice at least to make the payment and get the order released.
But I have given 5 star not for dermalogica but for Amy Willing , who was absolutely fantastic when I called the second time and she was great at assisting me . Thank you Amy . We need more staff like you in customer service.

My wife had a Pro-60 facial at So Pampered with Paula. Before the treatment, she informed Paula about her sensitive skin and past negative reactions to products, emphasising the need to avoid anything too harsh. Paula reassured her that the Dermalogica products used would be gentle.

However, after the facial, Paula recommended and upsold several Dermalogica products without having any proper discussion with my wife about whether they were suitable for her sensitive skin. Despite being informed of her skin concerns in advance, Paula handed over the products without offering an explanation or allowing my wife to make an informed choice. My wife mistakenly thought I had already purchased them, when in fact, there had been no prior arrangement.

After using the products – including the Dermalogica Sensitive Skin Rescue Kit, Daily Microfoliant, Sound Sleep Cocoon, and Prisma SPF 30 – my wife experienced severe irritation, such as burning, redness, and stinging. Her skin barrier became so damaged that even washing her face with water caused pain. Following medical advice, both a GP and dermatologist confirmed that her skin barrier had been compromised, likely due to the facial and the unsuitable products.

When we contacted So Pampered, they refused to acknowledge any issues with the treatment, despite the professional opinions of medical experts. While they refunded the products, they maintained that the facial wasn’t at fault. Throughout the communication, Paula was defensive and showed little empathy, focusing on her experience and the quality of the products rather than addressing the damage caused to my wife’s skin.

Proper communication, a thorough consultation, and attention to my wife’s specific skin type could have prevented this distressing outcome.

Excellent product. Super fast delivery.

I became a convert earlier this year, and have been pleased with the results and free samples, with one exception, due to an adverse reaction leading me to source advice.
l rang six times during the past two months, and nobody answers! l’ve also sent two emails, the most recent 17th June, l received an automated response
saying they aim to contact you in five working days, its almost a month, and still no reply, the live chat is a complete waste of time.
Like many others, l receive several emails a week promoting the benefits of using their range of products etc. However, if Dermalogica’s objective is to encourage customers to buy more products, and move them up the loyalty ladder by increasing frequency of purchase, they really need to invest in customer orientation and customer service. I'm very disappointed.

Horrendous customer service. Avoid!
I have been a happy customer for many years but an expensive cream I had developed a horrible smell after a short use. You get an automated reply saying they will respond in 5 days but they don’t. You may get the off reply after a few weeks but then they don’t follow up, just ask a pointless question & then ignore you again. They clearly couldn’t care less about their customers. I won’t buy again.