Dermalogica Skincare Blog

Further to our blog post dated 02/12/2010, and the update provided on 03/12/2010  regarding the weather and stock issues, we would like to further update our customers on the current situation.

Although the weather is still very severe in some places Dermalogica UK are back up to full capacity processing and dispatching our orders as normal. We received 2 of our deliveries on Saturday which has enabled us to catch up with the small number of orders which were out of stock and has enabled us to process the majority of orders received over the weekend and today. There will still be a small number out of stock at the end of today but we are really pleased to be expecting to receive another large order tomorrow. This will result in our normal service resuming as of tomorrow.

Whilst we know that our customer’s understand that we have no control over the weather and the affect on our supply, we greatly appreciate all of their patience and understanding over the last few days. Thank you.

In regards to Royal Mail we know that a large part of the UK is still greatly affected by bad weather and this is understandably making it very difficult for Royal Mail to make their deliveries. We would ask for a little more patience when expecting a delivery from us. We know that they have 20,000 extra staff working to deal with the increase in volume during the busy Christmas period and we even received a delivery yesterday (Sunday 05/12/2010)  which shows that some local delivery offices are working very hard to clear the backlog.

Further to our blog post dated 02/12/2010 regarding the weather and stock issues we would like to update our customers on the current situation.

We have received confirmation that Dermalogica UK are back up and running even though with a limited number of staff but they have managed to process a number of our orders and we are hoping to receive them tomorrow (04/12/2010) or Monday at the latest. Whilst this is not ideal it does mean that we will be able to clear the small number of items we have out of stock for our customers.

We would like to thank all of the staff at Dermalogica UK for working extremely hard for all of their customers and dealing with the extreme weather which has been particularly bad in that area of the country.

We have not yet received an update from Royal Mail today on any problems they are experiencing, but deliveries have been taking  longer this week and as far as we are aware their Next Day Guarantee on Special Delivery items is still suspended at this time.

We would like to thank all of our customer’s who have been affected for their understanding and patience during this time.

We are afraid that due to the adverse weather conditions that we have been experiencing over the last few days, a number of issues have arisen of which we think you should be aware.

We, long with all other UK based Dermalogica suppliers, buy all of our products from Dermalogica UK Limited who are based in Leatherhead and Weybridge in Surrey. We are afraid that this is one of the worst affected parts of the country and they have simply been unable to open for the last two days. This has resulted in inevitable delays in the processing of our orders and this has a knock on effect for our customers. The result is that we have only received 40% of the stock we would usually have received from them this week. This combined with the pre Christmas rush has resulted in a number of stocking issues for us.

We have spoken to the Operations Manager for Dermalogica today and he has informed us that they will be attempting to get as many staff as possible in tomorrow to try and process some of the orders and attempt to clear the back log. We would imagine that we should be back to normal stock levels towards the middle of next week.

The weather is also affecting Royal Mail very badly and they have been forced to remove their Next Day Guarantee on Special Delivery items. This is the service we use to send orders over £75.00 and we are afraid that this may explain why deliveries are not be made with the expected timescales.

We would like to reassure our customers that we do have stock available at our depot and we are continuing to process and dispatch orders as quickly as possible, but we are aware that our customers have understandably high standards when they shop with us and we would like to apologise for any inconvenience caused.

We work very hard to ensure that we provide the best level of service to our customers and we receive a lot of feedback from our customers via email, which we publish on our Customer Comments page, and via our Facebook Page on our Wall and Reviews sections.

This feedback is from one of our customers and it simply cannot be added to our Customer Comments page, so we’ve added it to our blog:

I would like to thank you for excellent customer services. First orders on internet is always with hesitation. Especially the comments from your customers you have put on the web sounded to good to be true. I never thought I would write this but I was wrong to think they were too good. In fact now I think they don’t do enough justice. And here I am writing to say, Yes I have a first hand experience now with your excellent service.

When I put in my order, to be sent to France, somehow the total cost did not include the posting (which again impressively you charge what you are charged and not like Amazon books where books are sometimes cheaper than the postage). At first I was very disappointed that my order did not follow through and and was ready to cancell  my order. By chanse I saw your online chat and helpline. Friend of mine over my shoulder told me ‘there is never someone there’..I thought I would try since there is noone there to see if they will respond to my request/demands. With the liberty of noone is there I wrote..There was an answer..My friend as suprised as Iam said,’its a computor response’..as I got into discussion with Craig (I think his name was, excuse my memory) we both were suprised that there was a real person answering and dealing with the problems we were raising with realistic options. By the afternoon on Friday 13th, my position with your company changed from a ‘lost customer’ to ‘won customer’. This you owe it to your customers services personel and please make sure this goes into his records. The gifts put into the box becasue of the postage problem was highly satisfactory. I am most impressed.

Same afternoon I tracked my pacel and as he said it was already dispatched same day. On monday and tuesday I checked on postal track services and it still said that it was on its way. On tuesday afer I checked on line at 1pm  I went down to check my regular post never expecting the parcel from you to arrive. But there it was. I did not sign for it but it safely arrived. Same evening I started using your products  and I am in the process of ordering more products next morning.

First time I came across Dermalogica was when my mother asked me to get her and insisted on the product. She said ‘if you dont find this dont buy me anything else’..When I went to the shop, I also got a service for mapping my face as well as my friend. As I was thinking, ‘here we go they are going to sell us their products we are trapped’..they insisted on us not buying it but giving us a bunch of samples to try and see if our skin agrees.

Your service and products are  reliable, fast and great deal with more than 100% customer satistaction.  I will be trying your other products and have a feeling only brand that will enter into my bathroom will you Dermalogica.

My first order included orders for my mother and myself and for my sister. You don’t have one dedicated customer here, now my friend who was looking over my shoulder when I was online help is a convert, so you have four dedicated cutomers.

Looking forward to working with you many years (as we get older more and more )..

We are afraid that over the last few months Dermalogica have discontinued a number of samples. Due to the high volume of request for these samples we have decided to list them all here for your information.

• Dermalogica Sheer Tint Light
• Dermalogica Sheer Tint Medium
• Dermalogica Sheer Tint Dark
• Dermalogica Sheer Moisture
• Dermalogica Treatment Foundation 1
• Dermalogica Treatment Foundation 1G
• Dermalogica Treatment Foundation 2
• Dermalogica Treatment Foundation 2G
• Dermalogica After Sun Repair
• Dermalogica Oil Free Matte Block
• Dermalogica Extra Rich Faceblock
• Dermalogica Super Sensitive Faceblock
• Dermalogica Ultra Sensitive Faceblock
• Dermalogica Multivitamin Bodyblock
• Dermalogica Shine Therapy Shampoo
• Dermalogica Silk Finish Conditioner

For a full list of currently available samples see our Dermalogica Samples category list on our main site.

We would like to apologies to all of our customers for any inconvenience caused.