Ro M.

They defrauded me. I am fighting with my credit card company and launching a formal complaint with regulators regarding unscrupulous practices. They have failed multiple times to deliver my order and are saying/doing everything to prevent the dispute including claiming to pursue alternative resolutions -- said alternative resolutions are against my will and against their own, documented, written correspondence confirming the agreed upon resolution.

Edit: Despite their response below I have never gotten any response from this scammy place let alone an apology for their fraudulent practices. My order came 2 weeks after the promised delivery tracker stated so apparently the package was never "lost" and/or "never made it to the carrier" and telling your customers the truth is I guess just a really really hard thing to do - who knew. Of course, the company never bothered to communicate with me on this. I will never buy from them or THG as a whole (including Dermstore) as they clearly are in the business of scamming people which you can see with many other google reviews. Shame on you - only companies with poor performance must result to such insulting anti-customer practices