CUSTOMER SERVICE
Why is it so difficult to get through on the 800 number, always get voice mail. I sent several emails to Dr. Denese customer service, but never receive a response. I returned two items, with receipt from UPS that Dr. Denese received, but no one will respond to the refund request. I do not understand - I wrote many good reviews of the products I liked. I just expect a refund on those that I do not.
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Replies to This Discussion
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Permalink Reply by MyDrDenese on -
Dear Donna,
I am sorry to hear of your trouble and thank you for letting us know. May I ask which email you are sending it to? The reason I ask is that I am the one who answers our emails and I always respond within 24 hours. The email address is askthedr@drdenese.com. Please message me on here with your email address so I may do a search to check and see if your emails are being sent into Spam. I can assure you that we would never ignore any of our customers.
In regards to your return, we process refunds once per week, typically on Thursday or Friday. We do say that it can take up to 14 business days on our website but it never takes that long as we do them once per week. Our returns will be coming from the warehouse to the office this afternoon and all exchanges/refunds will be processed then. If you show that we received your package then your return should be among them. You will receive an email as soon as the refund goes through.
Warm regards,
Your Dr. Denese Skin Care Team
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Permalink Reply by Missy on -
I did use the correct email address, so perhaps I am going to your spam.
I did receive an email confirming the refund, thank you. I notice, however, that the refunds are not listed on my account at Dr. Denese. Why is that?
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Permalink Reply by MyDrDenese on
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Our payment processing bank is not tied to your online account. We don't have the capability within our website to update accounts this way which is why we always send out confirmations for any refunds so that you have a receipt for your records.
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Permalink Reply by Missy on
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Mr Dr Denese - My earlier comment was referring to drdense.com website information. When I pull up My Account on your website, there is a link to click for REFUNDS. If you don't use that, why is it offered on your website? Seems silly to have it if it is not actually used to track refunds.
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Permalink Reply by MyDrDenese on
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We understand how that would be confusing. Our website was just updated this fall and we are working out the kinks still. We hope to have everything perfect soon:)
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