Business ProfileforDerma e

Derma E makes a line that I've enjoyed using, but the serum was not available to be purchased locally, so I decided to buy directly from their website. After using the serum for about a month I decided it wasn't for me and submitted a return request following the instructions on their website. The instructions made it clear that a return had to be approved before you could send the product back. The reply I received after submitting that request was instructions on how to submit a return which confused me since I had already followed those. I replied stating my confusion and the customer service manager replied back admitting that she didn't even read my message to begin with. Instead of going back to read my message to obtain the information, she asked me when I sent the product back in so that she could investigate. I replied stating that no I had not sent anything in yet because the instructions I followed on the website and the ones she sent me clearly stated the return needed to be approved first, so I hadn't sent in my return yet. The first few replies from this customer service manager came quickly, but after I set my last message, a week went by with no reply. I have decided to just donate the products because it felt like I was not going to get anywhere with them since they refused to read my messages before replying. I have been buying their products since 2019 from my local stores, and I have recommended them many, many times as I work in beauty retail management. It disappoints me that dealing with them directly has been difficult. Over the years I have seen Derma E product lines on the shelves shrink by half. I have decided to look into other skin care lines because if the product lines on the shelf shrinks anymore I will have to buy directly from the website and I simply will not do that after this experience.