drdennisgross.com - PROD2

Alright.

I’d like to begin this review by stating I LOVE Dr Dennis Gross products. My issue lies mostly with shipping. I’m not sure if perhaps there is a supply issue or if maybe it falls with the shipping carrier but I feel like my shipping has been very inconsistent. A couple of orders ago took over a month to arrive whereas other orders would take a couple of weeks. I have since had a couple of orders that are just very slow moving. When I hadn’t received my order in a few weeks I sent an email and never received a response. I waited for about a week then left sent a dm on IG, after a couple days I hadn’t received a response from the dm either so I left a comment on a post - it was never responded to. Then, a few days later, my box arrived. I have had to reach out to customer service since (my hyaluronic face mask powder was extremely chunky and discolored) I sent pictures of my concern via email and it was responded to within a couple of days and I actually just received a replacement for that product today. Other than the mask, I have had zero issues with the products. My concern is with the inconsistency of customer service support and shipping. Every time I order I find myself crossing my fingers everything goes smoothly. I’ve thought about purchasing at Sephora to avoid these issues but I’m currently a Gold Member and I’m not sure if points are applied/accepted etc when purchasing at Sephora.

I normally buy Dr. Dennis Gross products from another website (sephora, dermstore or skinstore) and this was the first time buying directly. The two products I purchased (masks) arrived and both were bad and unusable. I contacted customer service and received replacements quickly, but I just thought it was a bad experience to receive two bad products the first time I order from them and their customer service didn't make me feel reassured that this was abnormal or that they really cared that they sent out bad product to me. I will say that everything was prompt and very courteous

I’m obsessed with everything I’ve purchased from DrDG, however when attempting to contact customer service, via phone, email or live chat, I hit a road block.

I have always experienced excellent customer service until recently. Three incidents made we wonder if there is a new system being implemented that needs to get the ‘bugs’ out. First, I called to make a change to my online order before it was processed. I was connected to a voice mail with instructions to leave a message. No one ever returned my call. Second, that order was eventually received but was missing a product. Although I was not charged for the item there was no explanation on the receipt as to why it was not included. Third, when I sent an email asking why the product was missing I was told it was discontinued. Would have been nice to know since I have been using the All in One cleanser for years. But to add insult to injury when I went online the product was still being offered. Rather than take a chance I ordered a different cleanser. BTW - I never received a reply to my online inquiry to explain the confusion. Has the product been discontinued or not? Let’s just say these experiences left me dissatisfied. Donna Miele Cesario