Reviews

Review Details

• Review fromLisa L

  Date: 01/14/2024

  3 stars
  After watching a long, convincing video, I was getting ready to order this total package before reading these reviews. I'm concerned I will order a product I won't receive. Thank you BBB for providing this service. Guess I'll have to keep searching.

  Del Mar Laboratories

  Date: 01/15/2024

  Hi ****, Thank you for sharing your thoughts with us about Total Package Serum.We understand that you may have seen some reviews that have made you unsure about purchasing the product, which disheartens us. We know how frustrating this can be, and we assure you that your cautious approach is entirely understandable.At Del Mar Laboratories, we truly value your health and beauty goals and are committed to providing you with the necessary information to make a well-informed decision. We believe it is important to mention that the review you read is related to the product being out of stock and not because of any issues with its effectiveness. We understand that stock-out situations are not ideal for our customers. We want to assure you that we are constantly working to improve our processes and services to avoid situations like this. We also make every effort to keep our customers informed about the status of their orders. And, of course, if they decide to cancel their order, we are happy to oblige and provide a full refund.The good news is that we have restocked, and we will be shipping it out first to all those whose orders were on backorder!Finally, please know that we are committed to ensuring transparency and customer satisfaction for each purchase to help you feel confident in your decision. If you have specific questions about the product, please contact our customer happiness team at ******************************** They are happy to provide the most up-to-date information on order status.Finally, we would like to express our gratitude for your feedback and for considering Total Package Serum. We value your experience and would love to gain your trust and help you meet your health and beauty objectives. Please check your email; we have a surprise waiting for you as a token of our appreciation. We hope this gesture will help you feel valued and encourage you to try our product with confidence. Thank you again for choosing Del Mar Laboratories.

• Review fromSheila W

  Date: 01/08/2024

  1 star
  They are a total scam. Bought the total packagea reset and said that the whole package would come on January 8th. They advertised you will receive all the products together. I ordered on the first day and in third day they emailed me the third day and said get your order while we still have supplies. When I called and said I only got two things they told me it was on back order and could not tell me when I would get them. They advertise they will not send it out unless they have all of the package together. Watch out for this company they lie to you and misrepresent everything they put in writing and is very expensive. On top of it they will not pay for what I received to send back even though It was there fault I did not receive everything.

  Del Mar Laboratories

  Date: 01/12/2024

  Hi ******,
  
  We hope this message finds you well.
  First and foremost, we want to extend our sincere apologies. It was disheartening to learn about your experience with your order, and we want to acknowledge any inconvenience this may have caused.
  
  We take full responsibility for the oversight that led to your Total Package Serum not being included in your shipment. We assure you that we share in the frustration of being on back order and continuously strive to improve our processes to prevent such occurrences in the future.
  
  We understand that receiving multiple packages, especially when part of your order is dispatched from a different warehouse, can be confusing. Although we included a note about this on your shipping confirmation, we recognize that it's easy to overlook such details. We apologize for any confusion this may have caused.
  
  To make amends for the inconvenience you've faced, we have processed a full refund and provided you with a return label for the items. This return comes at no additional cost to you.

  Once again, we're truly sorry for the hassle you've experienced. We appreciate you giving us a chance, and would like to regain your confidence by offering you a complimentary gift. Please check your email for details.
  
  Thank you for bringing this matter to our attention. We sincerely hope we can make amends for any inconvenience caused. We value your patronage and are committed to ensuring a better experience in the future.

  
  

• Review fromPatty T

  Date: 01/07/2024

  1 star
  I ordered the total Package Serum $117.00 just horrible on my skin like plastic & got a rash. I have good skin. Their return policy is a totally ridiculous low amount which is less than return shipping.

  Del Mar Laboratories

  Date: 01/12/2024

  Hi *****, 

  We are truly sorry to hear that the product did not meet your expectations. We understand that everyone's body is unique and may respond differently to various products. We take pride in the satisfaction of our customers, and that's why we offer a 365-day satisfaction guarantee on all our products and free shipping within the US. Although returns are generally paid by the customer, we would like to make an exception for you, and we have already issued you a full refund, as noted in the email we sent you on Jan 8th. We appreciate you giving our product a try, and we sincerely apologize for any inconvenience caused. If there's anything we can do to make your experience better, please do not hesitate to let us know.
  
  
  

• Review fromDiane G

  Date: 01/06/2024

  1 star
  From what reviews I've read, the company should not charge the customers card if the product is backordered . Only when it actually ships is when the card should be charged. I have not tried product to leave a star rating.

  Del Mar Laboratories

  Date: 01/14/2024

  Hi *****,We understand you have a concern regarding our practice of charging cards upfront for back ordered items, and we appreciate the opportunity to provide clarity on this matter.Charging the card at the time of purchase is a standard procedure in e-commerce and online orders. Allow us to explain the rationale behind this approach:Firstly, this practice lets us reserve the stock specifically for your order. By securing the payment upfront, we ensure that when the backordered item becomes available, it is promptly allocated to your purchase. This not only streamlines the fulfillment process but also guarantees the availability of the desired product for our valued customers.Moreover, the upfront charge serves as a proactive measure to prevent potential payment issues or declined transactions during shipment. We aim to create a seamless and efficient customer experience by addressing the payment early in the process.At Del Mar Laboratories, transparency is paramount, especially in backorder situations. We make it a point to notify customers and provide timely updates on the status of their orders. However, we understand that waiting for a back-ordered item may not suit everyone. Consequently, we are more than happy to accommodate cancellations and process full refunds if that is the preferred course of action for the customer.Your feedback holds significant value for us, and we genuinely appreciate your understanding of our processes. We invite you to consider placing an order with us, as we would love the opportunity to help you achieve your health and beauty goals. Should you have any further questions or concerns, please dont hesitate to reply to the email we sent you. Our team is dedicated to ensuring you have a positive and satisfying experience with Del Mar Laboratories.

• Review fromBeverly O

  Date: 01/05/2024

  5 stars
  I have used Cerel Lift for about 5 months now. My skin looks wonderful. I noticed that my skin is soft & very moist. and much firmer. I will continue to use it.

• Review fromAriel D

  Date: 01/03/2024

  5 stars
  Del Mar Laboratories exceeded my expectations with their ******************** that I adore, paired with truly remarkable customer service. I couldn't be happier with my experience.

• Review fromGeneva A

  Date: 01/01/2024

  5 stars
  I was planning to purchase product after reading the sales pitch. But I wanted reviews not from the Del Mar site.So thankful I found these on BBB. Thank you BBB for your transparency in reporting reviews. And I am grateful to all the customers for their honesty also. I will not be purchasing this product.

  Del Mar Laboratories

  Date: 01/03/2024

  Hi Geneva,Were so sorry you changed your mind about ordering our product after checking out our BBB review page. We really value your opinion and hope that we can win your confidence.At Del Mar Laboratories, we take customer satisfaction very seriously, and were really proud of our B+ rating and 4 out of 5-star rating on BBB. We believe that these ratings reflect our commitment to providing excellent service and promptly addressing negative feedback.We understand that some reviews may be discouraging, but please know that were constantly working to improve our products and services. We always take customer feedback seriously and do our best to go above and beyond to address any concerns.We believe in transparency, so it is important to understand that around October 23, we encountered an issue with one of our top products, which led to an extended stock out and a few not-so-great reviews. That lowered our rating from 5 stars to ****but we worked really hard to resolve the issue and have since partnered with a new manufacturer to avoid such issues in the future.Thank you so much for bringing your concern to our attention. Please check your email; weve sent you an apology and a special gift.We also really appreciate the opportunity to grow and improve, and wed love nothing more than to become your favorite company.Stay beautiful!

• Review fromMary W

  Date: 11/30/2023

  1 star
  Scam I was out of the country noticed charges made for product pending ship,ent 12/28;23 yet still can not cancel. Thats Bout $300. Shipment pending yet can not be canceled and its not even December. I did not order product out of country!*********************

  Del Mar Laboratories

  Date: 12/07/2023

  Hi ****, Here at Del Mar Laboratories, we deeply value customer feedback and appreciate your honesty. We apologize for any disappointment you experienced with us and are fully committed to making things right and earning back your trust.After thoroughly investigating your account, we confirmed that on October 23rd, you purchased 3 bottles of Total Package Serum with the auto-refill option, which was set to be delivered every 30 days.The notice you received on Nov 21 was just a reminder that your refill was ready for processing.We understand how frustrating it can be to receive a notification about a pending order you weren't expecting. While we strive to make our refill subscriptions clear and apparent on various pages and follow-up emails, we acknowledge that sometimes, people may forget to cancel or face unforeseen circumstances.So, as soon as we receive a request for cancellation or refund, we quickly fulfill it, just like we did for you when you reached out to us on November 21st. Your satisfaction is our utmost priority, and our sole aim is to ensure that you have a positive experience with *******. Please know that it doesn't take a complaint for us to stand behind our promises. We hope we've fully satisfied your request, however, if there's anything else we can do to regain your confidence, please let us know. Sincerely, The Del Mar Team

• Review fromRachel A

  Date: 11/30/2023

  5 stars
  This is the best face creme I have ever tried. I use it morning and night and It feels great on my skin and Ive noticed my skin looks and feels so much better!

• Review fromKaryn I

  Date: 11/25/2023

  1 star
  Apparently the same thing is happening to a lot of **. Place an order, wait to make sure they have enough bottles, they check and do have to fill your order. Then two days and an oops happened and your on back order. You get flooded with emails to add to your order before it gets shipped. Then youre in all kinds of wanting to talk to someone! You call and get all kinds of places to go..all of which has no real live person to talk to, just a bunch of syrupy recordings. I tried to track to see if it had been sent. Gues the company is in ********* but **** was waiting for the shipment then ****** ***** was waiting for it which is one day delivery for me. Its been a week and no tracking on delivery! Im 85 and trying to Christmas gifts! Yes Del Mar, somewhere in this world people are nice, there is a Santa and alls right BUT NOT IN THE *** MAR LABS WORLD!! ***** I

  Del Mar Laboratories

  Date: 11/28/2023

  Dear *****,I wanted to personally reach out to you from Del Mar Laboratories to express how much we care about your satisfaction with our service. We are truly sorry that we didnt meet your expectations and want to make things right.We understand how frustrating it must have been for you when the product you ordered was out of stock. Total Package Serum has been more popular than we ever imagined, which has led to some challenges. Please know that we are taking extra measures to avoid future stock-outs.Im happy to inform you that your order was shipped on November 21st and delivered on November 27th, according to the tracking details. We understand that the delay in receiving your order may have caused an inconvenience, and we are so sorry for that.We also understand how important it is to be able to reach us, and we sincerely apologize for missing your call. We strive to provide multiple support channels, including 24/7 email and chat support, along with a self-service portal that allows you to manage your orders and shipping history, edit or cancel an order, and initiate a return process. We also have a recording that plays every 2 minutes during phone hold time with this information. Furthermore, our website contains a lot of helpful information that can answer most of your questions.At Del Mar Laboratories, were dedicated to ensuring your complete satisfaction with our products and service and would love to continue serving you and helping you achieve your health and beauty goals.We have emailed you to start communication about how to resolve this. We are looking forward to hearing back from you so we can work to get this fixed for you.Thank you for choosing Del Mar Laboratories. We appreciate your understanding and look forward to serving you again soon.Stay beautiful! ~The Del Mar Team