I will not ever waste time and money dealing with drugstore.com. again.  
 
MERCHANDISE  
Not any better than the neighborhood drugstore - worse in customer service.  
 
PRICE  
 
Gimmicks for supposedly saving money but prices are comparable with Target and Walgreen's. The hassle you have to go through dealing with them is not worth the trouble.  
 
If you add in shipping cost if there are any, you're better off going somewhere else. Tandhe prices with shipping addied in have to be more than just going to Target - same prices but without shipping.  
 
The only free sample I got from drugstore.com was the mess in the box when it arrived. The cleansing lotion I ordered was smashed and leaking all over everything in the box and through to the outside of the box.  
 
PLACING AN ORDER  
 
I had to start over completely 4 times just as I was completing my order because ofirst one thing then another - all set up by drugstore.com.  
 
CUSTOMER SERVICE  
 
Does not exist. drugstore.com would not accept the description in the emails I sent them about the damaged shipment and kept demanding I call them and wait on :"hold" until they got to me. Then, they would listen to my problem and decide what they might do about it. There was no glimmer of hope that they would replace the damaged product. Nevermind all the time spent cleaning up the mess and the delay in starting the regimen the dermatologist put me on.  
 
SHIPPING  
Shipping is free for orders over $49. My order qualified for free shipping. Maybe that is the reason no packing materials were placed in the box with the 6 items I ordered.There was only one small piece of bubble wrap loosely tossed on top of the shipped items.  
 
Merchandise did not arrive when stated - was sent late.  
 
PACKAGING  
 
The merchandise was not packed. Everything was just put in the empty box, and a small piece of bubble wrap placed on top - not even tucked. The lotion cleanser leaked all over everything - other items, inside the box, outside the box. Luckily, it was a cheap box so it absorbed the leaking lotion instead letting drip on anything outside the box.  
 
FINAL RECOMMENDATION  
 
After over a week of getting stalling tacticsand being subjected to obstructionist strategies in trying to get my damaged product replaced, I have to be logical and say it's better to pay the same price for merchandise and get it from a merchant that can be trusted.  
 
I don't need the aggravation this company put me through just trying to get them to make good their damaged delivery.  
 
AN ASIDE  
Just out of curiosity, I looked up the company, it's status, and it's officers and directors. Folks this is a penny stock - going for less than $1.50 a share, according to Reuters.com. I wouldn’t give you even a penny for it.  

Awful experience! Part of my order took 5 days to process, then they shipped it to some random address on the east coast (I live on the west coast). Customer service could not figure out why, then needed my credit card info to send me a free replacement. I cancelled the order and hopefully will get my money back. Other stores have comparable prices with much less hassle, will not be returning here.

This store is the worst I have experienced in online shopping in my life! Their warehouse distribution center has a bunch of idiots working there who cannot process orders. I ordered on a sat. I was told 24-48 hrs of proc. time. Latest shipment would have been Tuesday and it didn't ship until Thursday. I even called Wed. and asked for cancellation of order. Despite that it shipped out today. In the meantime I ordered the product from another site...which means I am going to end up with 2 of the same. I had paid for 2-day shipping which means I expected the product on thursday and now will likely end up getting next mon or tues! They told me since they didn't fulfill their obligation of 2 day as I didn;t get it by Thurs they would credit me shipping handling. That hasnt happened. These guys are seriously shitty in their business dealings! This is my first and last experience. Moreover, their return policy is a sham.

Very Unsatisfied. Got used/old bottle of Redken conditioner, will never order again.

Horrible Customer Service through email. I ordered two items in two separate orders on may 4. Early the next day, May 5, I tried to cancel one the orders and received an email back stating the order was already prepared for shipping and could not be cancelled. I received one of items in 4 days but the not the item I had tried to cancel. I gave it 10 days and emailed customer service telling them I hadn't received the item. I received a response back stating the item hadn't shipped until May 9, and to allow 10 days from that date. So they lied about the ship date so they could refuse to cancel the order! I allowed until May 23, still no item received. I emailed customer service again, and the response was sorry, we will refund you the $5.99 shipping that you paid so you could mail back the item to them. How can I mail back an item I have NEVER received? I have since logged a case with paypal against drugstore.com for fraud. I will see what response I get from that.

Horrible customer service. Would not wish this type of service on my worst enemy. RUN AWAY!!!

I ordered 6 items as a first time customer, but I only got 5 of them when my shipment arrived, even though the invoice in the package claimed that everything was shipped. I guess that the cost of the missing item pays for the free shipping that I received as a first time customer. If they can't figure out how to put 6 simple items in a box and send them without screwing up, I won't be ordering anything from these morons ever again!

Items were literally just thrown in the box. Two of them leaked all over everything else. One item was sent wrong thing entirely. No invoice or packing slip to be found. I've emailed them but I'm not holding my breath. Did receive in 2 days (paid for 3 day shipping) but that's only because of UPS.

Well, what can I say. Drugstore.com went from a top performer to a real bottom dweller over the Christmas 2007 holiday season.  
 
I placed my order on Dec. 12th, which included several items that were gifts for the Christmas holiday. Ordering online on Dec. 12th should have allowed plenty of time for shipping of the order with standard shipping. I had ordered before and had packages arrive in only 5 business days using standard shipping.  
 
This year I had to call about my package after it was still in "Processing" status after 5 business days. I was told my order was packed and ready to ship and should ship that night, or the next day without any problem, and was assured that I would recieve my package by Christmas. A few days passed (now the 21st of December) and I called again that morning. I was told again my order should be on it's way, but there was no way to expedite the shipping at this point in the order process. I also had used the e-mail order support system. Finally on the 21st, I recieved an e-mail from a customer service associate that my order had been shipped, and they had used UPS overnight service to ensure I recieved my package by Christmas eve.  
 
Christmas eve (and day) came and went. The next few days also came and went. My order finally showed that it has shipped the day after Christmas (with one item left off due to back order). I assumed that meant it was shipped express and should arrive the next day. It did not. Finally when it arrived today (29th) I found that the box showed 2 day express UPS shipping, but wasn't shipped until the 28th. Surprise Surprise... I had been lied to over and over by customer service.  
 
Hey Drugstore.com - WAKE UP!!! Don't bite off more than you can chew. Hire appropriate numbers of pickers, packers and shippers during the holiday season. Also, have the decency to admit that you can't handle the volume, and compensate your customers, and quit lying to them.

I received my package quickly, but inside was someone else's item and packing slip. The outside shipping label was indeed for me...everything inside the box was intended for another customer. Talk about secure ordering...I now had access to this person's name, address & purchase info!  
 
I emailed drugstore.com to let them know I had another person's order shipped to me & was still awaiting my actual order. When I received no reply at the end of 2 days, I called the customer support number. I was told that they would not "re-ship" my actual order to me unless I provided them with a credit card number over the phone. I had orignally paid for my order via PayPal, since I found drugstore.com by following a link found on the PayPal website & PayPal was a payment option during checkout. I explained that I use PayPal because of their security features...I have a credit card on file there & am confirmed. I was told that my order would not be "re-shipped" unless I put a credit card on file with drugstore.com & the only other option available to me was a refund. I was told that I could place my order again once my funds were released back into my PayPal account. Needless to say, I chose the refund. The final kick in my already frustrated mouth was that I was instructed to print up a return mailing label from their website & mail the box I received back to them. Grrrrrr!!  
 
I ordered, paid, received some other poor customer's package and personal info, had to take the time to contact drugstore.com in order to resolve the error, was told my order could only be "re-shipped" if I was willing to jump through another hoop by entrusting my credit card number with them (yeah, right!) & was then told I had to be inconvenienced further by trekking the wrong package back to the post office in order to mail it back to drugstore.com. Geesh...all this work with no reward of receiving the item I actually ordered.  
 
Thanks, drugstore.com. I won't be gambling my money on a purchase with your company ever again!

This review was modified by its author, dorkydiva, on 11/26/07 9:41 PM.

I'm very unhappy with my recent purchase experience at drugstore.com. They delivered my order to the wrong place, apologized and substituted another order with one-day shipping. The second order never shipped. Their ordering process seems to be very disorganized. Their customer service was ineffective in resolving my problem. I will not use them again.

Do NOT believe their estimated shipping time for the economy $2.99 shipping. Supposed to be here June 8-12, USPS tells me today it may arrive anytime up till June 29!! They should be shipping USPS Priority Mail. Ship their cheap way and expect your package to take up to a month to arrive!

This order never showed up till April 30, 2007. I tracked the order and found that it had been returned to sender because it had been damaged in transit. I therefore contacted their customer service and a representative placed the order again for me on April 30, and to compensate for the delay, assured me that it will be sent out by 3-day shipping on UPS, and that the order will definitely reach me latest by May 4.  
 
As of May 5, my order still did not reach me and I contacted UPS who told me that though they received the billing information on May 2, the package did not actually reach them till May 3 and since 3 day shipping does not include Saturday delivery, it will be delivered only on May 7.  
 
I contacted drugstore.com customer service again on May 5 to ask who screwed up this time, and they readily owned up to their mistake. However, when asked to address their mistake, the best they offered to do was an in-store $25 credit against a FUTURE order!!  
 
This was the last straw. Not only did I not receive my order nearly month a later, they offered NO compensation for what they clearly admitted was their fault, and instead want to credit me with $25 drugstore dollars against a FUTURE order!  
 
I will never be returning to this store again, and would like to caution anyone who thinks of using them in the future. If you don't need your item soon (or ever), go ahead. If you have a short term need for it, shop elsewhere, this company don't deserve your business.  
 

I have too bad experience with them. I have ordered from them twice: in the first time, I have ordered two kinds of moisturized lotions, and the quantity was three of both of the lotions. They sent me, however, five lotions of the first kind and only one lotion of the second kind.  
In the second time, I have ordered from drugstore six large moisturized lotions, but they sent me five large moisturized lotions and one small moisturized lotion (different type and cheaper than of what I have ordered!!!).  
Strongly, I do not recommend any one purchase from this store.  

Terrible. Paid for 3 day select and order didn't even go out for three days, constantly emailed for status... told would upgrade to overnight, but didn't and didn't ship untill it was supposed to arrive. Cust svc was terrible. "Eve" was unapologetic and dismissive. Avoid this place and use sephora for beauty and walgreens for other!