Dermatica Avis 

I love Dermatica and have been using it for years — my skin is glowing as a result.

However, I already find the delay between payment being taken and orders actually being shipped frustratingly slow, and my most recent customer service experience has been terrible.

I was initially told my order was delayed due to the weather, only to later be told it was because of a stock shortage. Instead of resolving the issue properly or being transparent from the start, my order was then cancelled entirely without my agreement — despite the fact I still wanted the item.

For a subscription service, communication and reliability really matter, and unfortunately this experience has completely let the brand down for me. Such a shame considering how good the actual products are.

UPDATE: Following multiple emails and escalating the issue further, my case has now apparently been passed to the “appropriate team” after weeks of contradictory information and no actual resolution.

What’s becoming really obvious from reading other Trustpilot reviews is how copy-and-paste the customer service responses are. The replies sound polite on the surface, but they rarely seem to contain any meaningful action, accountability or resolution — just generic apologies and vague promises to “look into it” or “keep you updated”.

To summarise my experience:

* payment taken nearly 2 weeks ago
* conflicting explanations given (weather delays, then stock shortages)
* my order cancelled without my agreement
* told to purchase separately a product I had already paid for
* still no clear dispatch timeframe

It’s such a shame because the actual products are genuinely excellent and I’ve used Dermatica for years with great results. But the customer service and handling of delays has been incredibly frustrating and disorganised throughout this experience.

Final update After escalation, Dermatica apologised, refunded the payment and shipped my treatment. The products remain excellent, but customer service would benefit from clearer communication and fewer contradictory messages.

Even using it for 2.5 years now and really happy with results. Skins looks more nourished and pigmentation is done

I absolutely love this skin company, my skin clears up a lot and reduce inflammation, I absolutely adore it. From January to May 2026, I’ve recorded my journey and it is so much better. Definitely recommend it.

Love this company and the products that was advised to me! Had great results and will continue my subscription for sure! Customer service is also excellent!

So I made an account oh dermatica to get Trentinoin. I used a Trentinoin I got on Amazon that gave me some pimples. So I told dermatica this and they created a custom acne formula for me?? Charged me 88 dollars then wouldn’t let me cancel. I’ve never in my life had acne just pimples as a reaction to this Trentinoin cream.
This is a really unfair company that you cannot request or approve what you’re paying for before you buy.
Within 22 hours I made an account, received an acne formula and was told I can’t cancel it???
88 dollars down the drain 🥹

I have been using my treatment for about 6 weeks, skin is firmer and smoother.
My favourite is the moisturising cleanser is wonderful.
I am happy

I actually used Dermatica a few years ago, and honestly their customer service was amazing. You would get replies within a day or so, and it felt like you were actually talking to a human being.

I recently wanted to restart my prescription, and it has honestly been the most frustrating experience.

Not only does it take around a week for someone to respond to your queries, but when they do - it's almost as if they are not reading / paying attention/ understanding your correspondence. It's like you're talking to an AI bot that refreshes the chat every time, and disregards anything you've mentioned previously.

My request was simple, to start back on my previous prescription at the same strength - 2 weeks later, I was still repeating myself to numerous different customer service representatives who were just copy and pasting a generic message that literally had nothing to do with what I was requesting.

It was the final straw when they finally said "Oh we can't do that, because we no longer offer that strength". Which is fine - but why couldn't they have mentioned this in the beginning?! I spoke to 4+ different people and it took two weeks and a heck of a lot of emails just to come to this conclusion.

The whole experience was like banging my head against the wall. Dermatica used to be great, but honestly I would avoid them now and look into alternatives such as Skin + Me.

My treatment works very well

Quick effective skincare that showed improvement in my skin within a week. Totally shocked at how healthy and smooth my skin is. Every week it seems a few more wrinkles soften or disappear.

Very good highly recommend

I was hesitant at first owing to the price and the claims of the products being medically/dermatologically approved and unique to users specific needs. But I have been really pleasantly surprised by how well things have gone. Fantastic products which I am seeing the effects of after only a few months use and excellent customer support. I would recommend this to anyone looking to improve their skin and feel more confident. The only bad thing is that I didn't commit sooner.

Great product, big improvement in skin texture and appearance of fine lines

Skin looks and feels the best it has in a long time. Process was so quick and easy, should have tried this a long time ago

Having been a Dermatica customer since 2020, this is not a review I ever expected to write. I previously had very positive experiences with the company, which makes the current situation even more disappointing.

After raising concerns that my current prescription was no longer effectively addressing my skin concerns, I felt the revised treatment approach suggested by the dermatology team failed to properly address the issues I had explained in detail, despite my long treatment history with the company.

What has concerned me most, however, is the company’s billing and refund approach. A further 6-month upfront payment was taken automatically and, once I raised concerns and requested cancellation, I was left feeling effectively tied into treatment due to the amount already paid.

I find it very difficult to understand or justify a policy where a customer cannot easily obtain a fair refund for unused treatment, particularly where prescriptions have not yet been finalised, dispatched or used. In circumstances like this, the company stands to lose very little by handling matters fairly and reasonably, yet the experience instead leaves the customer feeling financially trapped.

Combined with extremely slow response times throughout the process, the overall experience has unfortunately damaged my trust in the company significantly.

I do think prospective customers should be fully aware of the recurring upfront billing structure and carefully consider the financial commitment before proceeding.

Great support, great products

Only one month in and the redness in my cheeks and chin have reduced drastically- couldn’t recommend highly enough

Absolutely awful experience with Dermatica. Their products completely ruined my skin and made my face worse than it has ever been. I trusted them with my skin concerns, but instead of helping, they caused irritation, breakouts, and damage that I’m still trying to fix.

What’s shocking is how little proper support or treatment they provided after I raised concerns. It felt like they were happy to keep taking payments without actually caring about the harm being caused. For a company claiming to provide professional skincare treatment, the service was careless and dismissive.

I regret using Dermatica and would never recommend them to anyone.

The effectiveness of the treatment itself is great. Within my first month my skin has improved so much. My skin is clearer, less texture, minimised pores and less hyperpigmentation which is something I really struggle with. The subscription is easy which also makes the experience easy. I am excited to see how my skin improves the longer I use Dermatica.

After years of trying very expensive skincare brands and being left disappointed, I found dermatica and my skin has improved no end and I love the results

The recommended treat had positive impact. Better than over the counter solutions..