DermStore Beauty Group

you wont always get your free gift.

I purchased some Eminence skin care products because they were giving a free gift with purchase, this never happens. I went to check out and my free eminence gift was there, it never said sorry we are out of supplies. I received my email invoice it was on it, then received my products. The printed invoice delivered with products had my free gift on it but no free gift was delivered. So I called thinking a simple mistake. Nope they said sorry we are out and wanted to offer $10 worth of store points after I put up a fuss. The free gift I was suppose to receive and never once was told at checkout I was to late is worth approximately $45. So I called back after not getting a supervisor returned call the next day, still nope sorry and then a supervisor will call. This is when I filed a complaint with the BBB and Business consumer alliance. I get a call about two days after making my second call and complaint. Nope sorry again the free gift is only while supplies last, and I know we dont mention it at checkout if its out and it was only only a small gift size. Um no not true I know if was a full gift size thats why I was so excited. So still they are only offering points, an amount that will not cover the cost of the free gift. No I want what I was told at checkout make it right and if you cant give me someone who can. Finally the next day or two I get this email. Thank you so much for reaching out to us! I am a supervisor here at Dermstore. I wanted to reach out to you regarding the free gift that was missing from your recent order. I do see that you were offered 2200 points due to the missing gift but it was requested that you speak with someone higher rather than taking the points regarding the situation. I understand that this item was missing from your order and was included on the order breakdown. It appears that this was an oversight and the warehouse did miss putting the gift in your order. Unfortunately after that time the gift did go out of stock. All gifts with purchase are available while supplies last and it is policy that we do not reship them if they are missing. In this situation I do understand that the free gift was a full sized item so I understand your frustration regarding the manner. At the time you contacted us the gift had gone out of stock so we were not able to resend this gift. As a courtesy, I have setup a reshipment to send the full sized product to you at no charge. The order number that you can reference for this reshipment is 45979756. Please note that the invoice for the reshipment will list the full price of the item being sent out but there is no charge associated with a reshipment. Please note in the future that all gifts with purchase are while supplies last as listed under our FAQs. I apologize for any frustration and inconvenience. So if you want that free gift sounds like its 50/50 if you get it. They also said here it a was full size product showing the last person was lying to me. Buyers beware.

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