Skinwest Reviews | skinwest.com @ PissedConsumer

Treshawn Ccl

Sao Paulo, Sao Paulo

Fiz uma compra paguei e não recebi, desde de setembro/2013

Nov 11, 2013

comprei alguns protetores solares atraves do pedido nº 548876 em setembro de 2013 e até o momento não recebi, no site da skinwest consta que o produto foi despachado logo em seguida a compra, mas já paguei a dois meses e não recebi os produtos. Tento ligar nos tel da empresa e não consigo ser atendida. O site agora está totalmente indisponível. Como eu faço? Gostaria de receber os produtos ou pelo menos ter o meu dinheiro de volta mas não consigo entrar com a empresa de forma alguma, seja pelo telefone seja pela internet. Quero uma solução rápida e eficaz

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Loss:

$118

Artyom Lid

I bought eye cream for $39.99 at SkinWest and got charged $3999.00

Nov 02, 2013

Do not order from this company. Skin West charged my account $3999.00 for an eye cream for $39.99. I immediately contacted my bank and eventually got my money back. Of course I immediately, frantically called and emailed customer service at Skin West. Nobody was available via phone and my repeated emails ALL went without response. My order was placed on Okt 13 -over two weeks ago and I still haven't even received the eye product or heard from those scamsters. Not very surprisingly their website is currently down and there is no response from customer service! Do not order from them!!!

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Loss:

$3999

1 comment

Guest-736730

Nov 02, 2013

Sorry to hear, that is awful...sounds like they've gone under.

Helpful

Anonymous

Guest-384965

Denver, Colorado

I ordered 3 products on 10/17,received only 1 product on 11/2

Nov 02, 2013

I kept checking the website which went down the day after ordering. I called my credit card company to say I thought I was scammed. BofA said they had no fraud ascribed to the company and would watch my account. Today I received only 1 product and like someone else wrote the 2 products are crossed off the invoice with no word about a back order. I thought I would wait for my credit card end of statement date so if the product came in I wouldn't have to clear it up by canceling early. After reading some of the comments I will call the cc company Monday. I love the product so I am so disappointed. The good part of this is that I now know to put in a website name + complaints and look up the company before I place an order. Thank you to all who took the time to write reviews. I saw one recent review that said she went to the company location and the company is closed.

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1 comment

Guest-750127

Nov 30, 2013

I have exactly the same complaint!

Helpful

Meela Rxn

RETURNED PRODUCTS

Nov 01, 2013

I returned two products to Skinwest, I received a text message telling me that they are unable to credit my account, I need to contact the credit card company. I'm not sure what is going on, I have tried to call several times this week, and I get the recording message that they are open for business 9 - 5. I tried calling the previous week, I was on hold for 43 minutes, I then hung up, I called 2 days later and was on hold for 35 minutes and hung up. Something is going on with this company, I have been a customer for years with Skinwest and I never had this previously. I'm not sure how to get my money back for my return.

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1 comment

Guest-736594

Nov 01, 2013

They closed. Going bankrupt!

Call your bank. Sucks

Helpful

Anonymous

Guest-384864

First To Get An American Express Refund -- Company Problems?

Nov 01, 2013

I just received an instant AMEX refund upon reading their message encouraging requesting a refund for the part of the order they could not fulfill. The AMEX representative said I was the first to notify them something is seriously wrong with the company. Too bad -- I enjoyed all prior transactions. I would suggest that you also contact your credit card company and request a refund if you get such a notice. Fortunately I emailed them several times about their failure to complete the order. I just received an instant AMEX refund upon reading their message encouraging requesting a refund for the part of the order they could not fulfill. The AMEX representative said I was the first to notify them something is seriously wrong with the company. Too bad -- I enjoyed all prior transactions. I would suggest that you also contact your credit card company and request a refund if you get such a notice. Fortunately I emailed them several times about their failure to complete the order.

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Anonymous

Guest-385029

Los Angeles, California

Ordered and paid but never received

Nov 03, 2013

like everyone else, i ordered products from skinwest and paid in full but never received the products. before this order, i had been buying from skinwest since 2011 with no problems. super bummer. they owe me $450 worth of product. i filed a complaint with visa and was temporarily reimbursed as they look into the matter. side note; i had been receiving promo emails from skinwest every month or so until i tried emailing them letting them know that i wanted what i paid for. my boyfriend was still receiving the promo emails though and they had suddenly bumped them up to once a week.

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Loss:

$454

1 comment

Guest-769418

Jan 06, 2014

The same happened to me, I bought 3 tubes of Mederma and paid but never got it.

Now, the site is not accessible from Egypt

Helpful

Anonymous

Guest-364651

New York, New York

I should have trusted all the negative reviews!

Jul 22, 2013

Problem #1 - I called two days after placing my order to see if I could swap one of the two products purchased for something else. I couldn't because the order was already processed and basically I would have to cancel the entire order, then be charged the regular price since the promotion had ended! OK so I decided to keep my order as is! Problem #2 - (Still the same phone conversation) I asked what the return policy was, if I was unhappy with my purchase, and Nicole told me that if it was unopened it would not be a problem and people tend to buy products they are familiar with and/or that they have sampled. So I asked what would happen if I tried the product and had a reaction to it , since I have sensitive skin and she repeated that people tend to buy products they are familiar with!!! Finally, she said she would make an exception for me once and allow me to return the product if needed. Also, she would remember making this verbal agreement with me! Well it turns out that the Skinwest's website has an "EASY RETURNS POLICY"... "Refunds will not be applied to invoices that are more than 60 days old or products that are over 40% used". So what exactly was Nicole talking about??? Problem #3. I received my products 10 DAYS after placing the order and one of the products is not included in the shipment!!!! There is NO MENTION of a backorder on the invoice nor did I receive any emails stating there would be a backorder on any items!!! I called and was told that they don't inform customers about backorders. REALLY???? Also, I should receive the product in one more week!!! Going back to problem #1 if I was told my order was processed why did it take so long to be shipped and why couldn't I initially change my order. Don't waste your time with this company!!!!

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3 comments

Guest-703462

Aug 20, 2013

Totally agree with you. I am facing the same issue here.

It's been 26 days, and I am still calling them to trace my order. I wonder if the store is closing, they charged me the day I ordered, but never ship it out.

And I am in California where SkinWest is located, if it's already shipped, why it takes so long to arrive? And why their customer service line is so hard to reach someone.

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Anonymous

Guest-384149

Wheat Ridge, Colorado

Did not receive product I ordered.

Oct 28, 2013

I ordered a moisturizer on 10/16/2013 online. It is now 10/28/2013 and I have no product even after Skin West took the money from my account. I tried calling Skin West several times and reached a recording that states they are open between 9-5, which is between the time I called them. I went to Skin West's website which is down at the present time. So what is my next move? I have used Skin West.com several times before without any problems. How do I get my product and/or my money back? Any replies or suggestions would be very helpful.

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Loss:

$30

3 comments

Guest-735394

Oct 30, 2013

Call your bank for help. If you purchased this with a debit or credit card with a VISA LOGO, you will be able to get your money back.

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Anonymous

Guest-384477

Didn't get full order but was charged for full order!

Oct 30, 2013

I placed an order over the internet on 10/14/13. It said I would received my order in 3-5 business days. My American Express had already been charge for the full amount. I just recieved part of my order today (10/30/13)! That is hardly 3-5 busines days. I had the same experience of trying to contact skinwest both online (the site is "temorarily down), and by phone..the message says to leave a message, but when you try to, it says the mailbox is full! My only recourse at this time is to deal with a complaint through AmEx. Very disappointing!- They charged me for the full order, even though they only shipped a portion of it! What's up skinwest?!

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Anonymous

Guest-379585

Paid fir product never received

Sep 24, 2013

Placed order on 9.11.13 - money has been taken from my account - have order confirmation but nothing since saying order shipped. Have called 9 times (just counted on my cell) replied to CS email that was on the order confirmation with no response. Also tried leaving voice mail by pressing 2 but mailbox is full. Does anyone have an alternate number other than the 877.683.2692? this is the 1st time I've ever had a problem with SkinWest and highly unlikely to ever do business with them again after ordering for the past 7 years or so. I will also call my bank as it was a debit card I used to see if anything can be done.

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Loss:

$132

3 comments

Guest-732939

Oct 24, 2013

I googled the company for an alternate local number since the 877# has no voicemail working or ever answered and it turned out the alternate number is disconnected after they took my money although I did get a confirmation number. The claim to be in LaVerne but are registered in Glendora California, I contacted my CC company and they are investigating. I advise everyone do the same even its for one item !

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Anonymous

Guest-378906

Delayed order and charged immediately

Sep 20, 2013

I placed an order on 8/2, and was charged immediately on my Visa. They did say when the order was placed that 2 items were on backorder(to be received within in 2 weeks) and I should receive the third item right away, which came 2 weeks later! I waited another week and called after a long wait on the phone, they said and the order will be shipped within 2 days. Now, it is 6 weeks since the initial order and I am still waiting!!! At this moment I have been "on hold" for 39 minutes listening to music...I would not recommend this company

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Anonymous

Guest-374490

Indianapolis, Indiana

Skinwest

Aug 26, 2013

Skinwest company has terrible customer service. I called numerous times with waiting time ranged from 5-37 minutes and no answer, just music playing. One time answered but then hang up. They charged my account already and I have not received my remaining order. I was able to talk with someone and I have asked to speak with a manager. Apparently, the manager "stepped out" and no one knows when Cameron (the manager) would be back. Promised to call me but never heard from any representative again. Skinwest doesn't abide by shipping information that they provide. It said 1 week. It's been almost 4 weeks since I placed my order.

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Anonymous

Guest-367513

New York, New York

TERRIBLE CUSTOMER SERVICE

Aug 01, 2013

I just started using the Obagi line and found discounted prices at skinwest. While signing on as a new customer the prices went up by 50%!! I called customer service asking if they would honor the price that was listed 30 seconds previously and was told emphatically "NO". When elevated to a supervisor, she informed me while sounding annoyed, that if I was a long standing customer they may have made the adjustment, but as a new customer they would not. I responded, how do you intend to gain long-standing business if you treat new customers this way? She said they had more than enough business and didn't need mine. Believe me, I understand the selective business model, where it belongs- Skinwest is a discount online vendor. Get a clue, idiots. There are better prices out there.

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Sevanna Jxn

Key Largo, Florida

Too long

Apr 05, 2013

i been waiting a month for 2 products,,,, i couldve drove to skinwest and back twice and picked my products up this is the worst costumer service EVER i will never order from them again !!!!!!!!!!!!! i also will never recommend them to anyone i called customer service, all she said was, do you want me to cancell this order?? she said it wouldnt even ship till the end of next week.. when i ordered this, it said it was in stock !!! wow, now i know why it was $10.00 cheaper then any other website, i would rather pay $20.00 more just so i could have it

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1 comment

Guest-731128

Oct 20, 2013

I no sooner placed my order, 10/17 than the website went off line. The number says can't take anymore phone messages.

When I called my credit card company I asked how do you check out a company before buying.

that is how I got here. After reading the comments do i just go ahead and call my credit card company and stop payment??

Helpful

louisa c Lai

Santa Clara, California

SKINWEST - Worst service ever

Oct 31, 2011

1st of all, i wished i have read the review of the company before ordering any supplies from them. i ordered my skin-care products from from SKINWEST on 20th Oct 2011 and have it send to a friend of mine who's visiting the states. i received a mail from Skinwest on the same day that my items will be delivered within the next 3-5 business days, i was overjoyed when i received a note from them...however, there's where my nightmare started ! on the 26th my friend told me she has't received the items yet, and i immediately wrote a note to skinwest asking for them to deliver the item ASAP ! as she's leaving the states on 28th Noon, however no response from them and i follow-up with another email stated the urgency of the delivery. unfortunately there's no response to the email i sent ! my friend is kind enough to give them a call on 28th morning (~9.30am) and spoke to a customer service personnel; and i was horrified when my friend rely the message that my items was just being sent !!! however after a few phone calls from my friend to the hotel she's staying and with skinwest..they finally told my friend that shipment done earlier and should be receiving on the 28th, my poor friend waited and kept calling the hotel until 3pm and package finally delivered! am glad that my friend didn't missed her flight bcoz of my package! stay tune..story hasn't end yet!! when she return and passed me the package, i was surprised that package only have 3 out of 5 items that i ordered and in my customer invoice it's stated that 2 items are back order and will be deliver to me in another time..and again, i send in my request to skin west and told them i DO NOT want the items to be delivered and i need a full refund! again, no reply on my email and i deided to call them, after trying to find out my orders and bla bla bla...they told me the 2 items, they have shipped on the 26th, and i have to call up the Hotel and told the front desk to 'refuse' the package and they will send back and then ONLY refund will be done! they have no way tracking and retract the order. When i told them, they could have send my a note that only 3 items are available and not all this could have save me all the trouble ordering from skinwest; guess what, the customer service told them..if they have know is a hotel they wouldnt accept my order and their products are not meant to be brought out from the state!! i nearly laugh myself to death, as my shipping address is clearly stated HOTEL XXX and on the statement that products are not meant to be brought outside of the states...i nearly fell down, as i saw they allow international orders !!! SO, my word of advice is...DO NOT order from SKINWEST! it's not worth having to compromise your blood pressure against the discount they gave...there are company out-there! more reliable one !

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Loss:

$53

3 comments

Guest-401264

Jan 01, 2012

I was so mad that I decided to make a surprise visit to their "store" which is a stinky, hot little warehouse in San Dimas. Product is stacked on metal shelving units and some was on the floor, and who knows for how long. Many skincare products are heat sensitive and I cannot believe that all of these brands are able to stay fresh this way.

I was expecting an upscale office environment, nice clean space, proper storage. boy was I wrong! Customer service staff all unkempt and in jeans and flip flops, eating at desks while taking calls,cement floors, complaining staff, product spread all over the place in piles. I asked one of the CS girls about it and she said "Um, I think those piles are the returns". It didn't seem like anyone knew what was going on. The manager was a sweaty mess and seemed like he was about to jump out of his skin. I wanted to talk to him, but he said he was on his way to a meeting - then I saw him drive off in his $$$$ foreign car.

They said I could walk around and look at the products on the shelves, which I did - but one of the girls kept following me, making it very obvious she thought I might steal something. Are you kidding? Most of the product looked old, had dust on it - not sure how much they move, but it looked like a lot of it was there for a while. And, it all felt warm. Also there were boxes all over the place, papers, trash. No one seemed to care.

They do it all in this small space! Phones, shipping, postage, selling, storage. No cubicles, no walls, everyone is on top of one another. No wonder everyone seemed miserable. I was only there for about 10 minutes and heard people complaining as soon as the manager left.

So disappointed. Now for sure I will never buy from them again, especially knowing where it actually ships from. I found out from customer service that the Glendora address listed here on Yelp is a NOT their place, but is an office to the Skinwest manager's DAD, who is a dermatologist, is around 75 years old, and offers free services with certain products (huh??) They were all too happy to give me the gossip once the manager left. He does not seem well liked.

The REAL address is:

545 West Allen Avenue

San Dimas, CA

It's in a big lot with other small warehouses, so I am not sure of the building number. By the way, they had no problem giving me the real address when I called the 800 number and said I wanted to come get product and talk to the manager. Not sure why this address is not posted on the website, as this is where they actually have all the product and where they do all their business.

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Valecia Eag

Los Angeles, California

Loyal Customer

Mar 15, 2011

Terrific company... I purchase a lot over the internet! i hate shopping and paying retail prices. I am always looking for a great bargain. I found it at Skinwest! They have the absolute best prices around - and I am a thorough shopper on the web. There was one bad review floating around the internet posted by someone who calls themselves Brazilian Beauty. She seemed to have a lot of negative things to say. That post was a very long time ago and I thought I would give them a try despite her efforts to dissuade me. I AM SO GLAD I DID!!!!!!!!! My shipment arrived in perfect condition and everything I ordered was in there! The products were not dirty or old. I am so happy with the service from this company and am glad I found them. I am certain I will order from them again!!!! As Lynn P. said "don't be frightened by those post....give them a try. I was not disappointed and I don't think you will be either.

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2 comments

Guest-802163

Apr 04, 2014

I have Purchased from Skin West for the past 4 years, I've never had a problem.

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Contact Information

Website:

www.skinwest.com

Mailing Address:

1588 Arrow Hwy Suite B

La Verne, California 91750

United States

Phone:

(877) 683-2962

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Fiz uma compra paguei e não recebi, desde de setembro/2013

I bought eye cream for $39.99 at SkinWest and got charged $3999.00

I ordered 3 products on 10/17,received only 1 product on 11/2

RETURNED PRODUCTS

First To Get An American Express Refund -- Company Problems?

Ordered and paid but never received

I should have trusted all the negative reviews!

Did not receive product I ordered.

Didn't get full order but was charged for full order!

Paid fir product never received

Delayed order and charged immediately

Skinwest

TERRIBLE CUSTOMER SERVICE

Too long

SKINWEST - Worst service ever

Loyal Customer

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