Dermalumae Reviews 7

I had purchased LED strip mask which lasted for only several applications and the remote would no longer function. I contacted the company who have not replied and this was over 12 months ago. I also had purchased a second LED full mask for a family member, she got to use this around 6 times before the power pack overheated and stopped working. Again, I contacted the company and there has been radio silence. No offers of solutions from them and no acknowledgement that they sell faulty products with no customer support.

I've been using the Dermalumae LED Mask for a couple of weeks and I'm really impressed. It's super easy to use and actually quite comfortable. I mainly use the red light for my acne scars and the blue light for occasional breakouts. I can honestly say my skin looks smoother and my breakouts are less frequent. Plus, it's kind of relaxing to use after a long day. Highly recommend if you’re trying to up your skincare game without spending a fortune on spa visits!

I never received my order in 08/2022 then kept following up through 11/2022. Was ghosted. Never refunded, and yes, still irritated about it in 2024. Don't order from them if you aren't looking to waste $150
ORDER #DLMAE8910

Cheap- extremely low quality product and horrible customer service. They say their products are refundable and satisfaction guarantee but they secretly void this by always having their products on sale. Would not recommend this company to anyone.

I had a great experience and i love the product!

I'm having a similar experience to another reviewer. After receiving my order I discovered the control didn't work properly. I was asked to send a video of the problem and was told it would be 'forwarded to the relevant team'. Since then I've heard nothing and, despite several emails, have had no response regarding a replacement or a refund. They were quick to email back when I wanted to place an order but as soon as something is wrong they disappear in a puff of smoke. Awful customer service.

Let me start by saying that I hate having to write this because it bothers me to leave bad feedback for a business. Unfortunately, when a customer service experience is bad enough that you want to save others the same experience, it must be done. I cannot recommend this company based on my own customer service encounter. Below is the detailed description as to why.

In July 2021, I purchased the "Professional LED Therapy Mask" for $153.85 from Dermalumae to help deal with a very frustrating (and often painful) new case of rosacea. I received the mask in August 2021 after a shipping delay from China. (Yes, they are shipping from China, unless something has changed).

After receiving their product, it stayed in the box until around November unused because I was dealing with a lot of family situations at that time, and honestly, didn't have time to try it out! Once I finally was able to try it, I loved the mask and noticed a lot of improvement in the comfort and color of my skin.

Around the end of December, I stopped using it again due to schedule demands with family, COVID-related sicknesses, etc. After my skin began reacting again due to stress, I pulled the mask back out at the end of January. Much to my surprise, the LED mask had quit working!

---- Keep in mind that I was only able to use this mask a (rough) total of 20 to 30 times before it quit working! ----

I contacted Dermalumae customer service on February 1st, 2022. In my original email, I stated all of what I wrote above -- that it was purchased in July, received in August, only used 20 to 30 times. And that $160 wasn't really an investment I could afford to lose so soon.

On February 2nd, I received an e-mail from Sarah with this company. Part of her reply: "We are sorry if you have had a bad experience, our customer satisfaction is the most important thing to us. Could you please send us a video of the product showing the problem?"

--- I was pleased with her friendly email and their idea of customer satisfaction being top priority ---

I replied, of course, not a problem! That same day (the 2nd), I sent them the video via a Dropbox file showing how only the red LED lights, and a very dim green color were operational. It should have 7 different colors and combinations of colors. (I was using purple primarily)

On February 3rd, Sarah replied, "We have received your video and will forward this to the appropriate team. Once approved, we will ship a new one and you should receive the new tracking number soon."

By the 8th, I hadn't heard anything so I wrote her back.

On the 9th, she replied, "This is to let you know that the replacement will be delayed as we are experiencing some issue with the system that affects us from processing some tasks. Rest assured that everything is being taken care of as well as your request. We will let you know as soon as the issue gets resolved and we WILL PROCEED with the shipping of the replacement."

On March 18th, I still had not heard a word from them -- over a month later. So I wrote Sarah again.

I wrote, "I hope you are well. Just wanted to follow up. It's been over a month, and I've not heard back from you about getting a replacement for this mask. I look forward to hearing from you soon. Thanks!"

Sarah replied on March 19th, "We are sorry for all the inconvenience. We received an update that your mask CANNOT be replaced as it has been purchased a long time ago. We are sorry about this."

I was incredibly frustrated reading this email because I clearly stated in my very first e-mail how long I'd had this mask and it was not an issue then when they agreed to replace the defective mask.

I replied that their customer service disappoints me greatly. Then I reiterated that I had purchased the mask in July, didn't receive it until mid August or so, and I had contacted them on the 1st of February. My exact words were, "I would hope these masks are supposed to last longer than 6 months."

To me, 20 to 30 uses of an LED mask, along with it only having been a few months does not equal, "a long time ago," as Dermalumae puts it.

Based on this experience, I do not recommend doing business here. I hate to say that, but all I can base my opinion on was this interaction.

I've not tried their other products so I can't speak to those. This LED mask was good, when it worked. I believe the box overheats because it became so hot to the touch that it was troubling, but I don't know what caused it to fail. That's why I contacted them.

An unfortunate experience that has left me with money spent for a defective product they apparently are unwilling to stand behind because it's been "so long ago." If it had been a year or more, I might could understand that statement. A few months of use? I can't.