This has been one of the worst online shopping/customer service experiences...

This has been one of the worst online shopping/customer service experiences I’ve had in a long time and honestly just a complete mess from start to finish. First, the Eminence Organic Skin Care Strawberry Rhubarb Hyaluronic Hydrator absolutely wrecked my skin. My face got super dry, flaky, irritated, and honestly felt almost burned after using it, which is not exactly what you’re hoping for from a very expensive “hydrator.” I still don’t know if it was a bad batch or what, but something was clearly off. I even discussed with a spa I visited for a service to that sells Eminence about the smell being 'weird' and smelled the version they had on the shelf and it was different. When I first called Dermstore to ask about returning it, the customer service rep asked me for the serial number, batch number, and expiration date, and I couldn’t even clearly find that info on the packaging. Then he basically implied that they’d need to authenticate that the product actually came from them, which was honestly insane because... I ordered it from Dermstore.com. Like where else would it have come from? But the worst part of my entire experience -- I bought around $600 worth of products because Dermstore pushes this whole FSA/HSA eligible angle and I was planning to use my FSA dollars. I even paid $11 for the Flex letter of medical necessity, only for my FSA company to deny the claim anyway. Then I emailed Flex probably 10 times trying to get help or some kind of resolution and basically got ignored, which is just unbelievable considering they’re taking people’s money for this “service.” When I explained all of this to Dermstore and asked to return the order, they refused to refund the full amount and said it was too much money to send by mail, claiming their return-by-mail limit was $300, which is honestly laughable considering the price point of the products they sell and the fact that they had no problem taking $600+ from me in the first place. It is worth nothing that there is no normal easy return portal like basically every other company on the planet has, you can’t just log in and return something, you actually have to contact them, explain yourself, go back and forth, and basically hope they decide to approve it, which feels way less like customer service and way more like begging for permission to return something you already paid for. The whole thing just feels scammy, misleading, and incredibly shady, especially when they market their products as FSA/HSA eligible like it’s some seamless helpful benefit and then completely disappear when it doesn’t work. I would absolutely never order from Dermstore again and encourage anyone considering spending their money here to take it elsewhere. Terrible customer service, terrible policies, and a company that clearly does not stand behind what it sells.