DECIEM | The Abnormal Beauty Company Arvostelua 2 044

I have been using Deciem products for years. Unfortunately this time I placed an order and never received it. Their courier service claims it was delivered, however it was not. I have been going back and forth via email with Deciem for two weeks now while they investigate the situation. Leaving me without the products I ordered and out $57. I just spoke with someone on the phone who was incredibly rude and unhelpful. They believe that if they correct the situation immediately they would go out of business and that they need to take this up with the courier. While I understand it can be problematic to refund or resend everyone products that have an issue I believe it should be a case by case basis. I have been a loyal customer for years. I’ve never had an issue with a delivery before. I am not some scammer. While it is DHL’s fault, why is the customer being treated poorly. Sadly I will no longer order their products since there is no insurance of delivery and if there is an issue it is ultimately a loss to the customer. Other companies take photos of items after they’ve been delivered or offer a small fee for delivery insurance which I would’ve happily paid to avoid these problems. So buyer beware, if your order does not get delivered you will receive little to no support from Deciem.

Sehr schlecht
Ich habe immer noch meine Bestellung nicht erhalten haben von meinem konto Geld gebucht und antworten nicht

So dispointed on how they make system on online delivery. I kind of regret ordering the ordinary. They wasn’t priority customer but only profit. its not worth having online shopping with them (decim). So not gonna shop online again. The law in australia say customers can cencel the order even though already in australia post. But the ‘customer hapiness’ keep argue about policy which mean nothing above the law. She even could not help change the address which lead to me not getting the product instead. They seems very greedy and expect me to order again (maybe). Which mean I would never buy again. And that such create trauma for small problem that they cannot solve to make customers happy.

The stars given are only for the products.
Zero service.
Staff ignored me as was busy talking about the night out they had.
Real bad experience.
No help, no advice wasn't interested I'm afraid to say.
I do think a secret visit is required just so you can see the scale of absolute rudeness.

I am really shocked with all these negative reviews! I have made several orders in the past year or two and everything was always great. From the order itself, free gifts were given when they should, arrived quickly and nicely packed, and I love their products. You really get a lot for that money. Some products I use regularly for a few years, some I still need to try, but this is how a good skincare brand should look like. I also like that most of the bottles are recyclable, from glass, which is always a big bonus, as glass can be recycled forever.
I have to say I will be a bit worried next time I order, because like I said, I can't believe there are so many bad reviews...

Writing a new review as TP has lost my receipt.

Update: After 19 days, received a very kind, apologetic email, offering to rectify everything. Even a discount voucher too. Yet to receive that replacement order, will update again if I do.

Would like to write more but in too much pain for capricious inaccuracy of Trustpilot. Are you going to flag this update as well Trustpilot despite already having the receipt? [They did]

Old review:

Used to be amazing until it changed ownership. Now, instead of passion and science, driving it, it is exclusively profit with a profound lack of any customer service. They claim to care about accessibility but have zero options for disabled customers. It’s now almost 3 weeks of them aiming to get back within 48 hours. Three expensive gifts/orders. Nothing. Such a shame that Estee Lauder bought this company. Products are amazing, 5*. Company is awful [but seems to have redeemed themselves almost 3 weeks later]

Terrible customer service, they don't ship the items that are ordered on the website. Do not trust this company

No compréis, llego un producto abierto y derramado. Era un retinol que se supone que una vez abierto hay que guardar en nevera, No se hacen cargo, tardan en contestar y además te dan unas explicaciones tomándote por tonto. Sus productos los hay en cualquier tienda, yo me equivoque y caí en su web desde la web de the ordinary. Solía comprar en otra pagina y no sé por que esta vez me confundí.

The products, I brought: The Ordinary
Natural Moisturizing Factors + PhytoCeramides - - 100ml and The Ordinary Glycolipid Cream Cleanser - - 150ml are absolutely fabulous.

It did however take a long time to get my hands on them due to inept UPS and having to chase customer service.

Customer service couldn't have been more helpful

I wish I could give it a zero. I've been a big fan of their products for years, but their customer service is non-existent. They say the problem is with couriers on the site but many other canadian companies are using other shipping companies and parcels are moving. Even packages from the US are getting to their destination on time in eastern canada. The complete absence of customer service is enough to send me elsewhere for my skincare.

I had placed an order and immediately afterwards (within minutes), realized there was 1 product that I did not require. As it was outside of their business hours, I used their contact us page and selected the option to modify order and explained I would like to cancel that product only and the reason for it. I received an email the next say saying that the order had been processed so they could not cancel it.

Then the product has yet to be shipped (order placed Dec 5th) and no timeline when to expect it. They said that the courier companies (UPS or Purolator) they use are affected by the strike. Note the product has not shipped. As it is a Christmas present, there is no guarantee it will arrive by then. I then requested a cancellation of the entire order as I have found the products locally.
Once again, I was informed that they cannot cancel the order.

I will not order from this company due to the inconvience described above.

One of my most trusted Skincare and Cosmetics brand. Obviously not everything I use on my face comes from this brand, but here are several reasons for me to keep supporting them:
1. Their product names are straight forward about what active ingredients are included to help with our skin, makes it really easy to do research on usage guidance before purchase.

2. I also appreciate their philosophy of not supporting consumerism, and thus they would never push for crazy sale during Black Friday period, but instead to let their employees to have a rest during that time to refresh and recharge.

3. They always keep their product at affordable price with great quality at the price range. Use with consistency and you would see improvement through time.

I have used The ordinary for a long time. Unfortunately, when I tried to place an order during Black Friday, the product I wanted was in back order. After several email exchanges with their inept customer service I came to the conclusion that these people really don't care about their loyal customers. Mind you, 51% of 1 star does tell the story. They could have done the right thing and give me the sales price when the product becomes available? but no, that would be too much for them to keep a repeat customer. This is not company it used to be. Hope I can find something similar elsewhere. Clearly they don't read these reviews and if they do, they don't really care.

Commande 19180156 jamais reçue après un achat sur le site . Aucune nouvelle de leur part!

Expérience déplorable, entreprise non sérieuse !!

Deciem is the parent company for The Ordinary. I bought items from The Ordinary on 22 November 24 in the morning and then they put out a promo that there would be a gift with purchase on that day. I immediately contacted them (only available on email) to discuss, however, it took two emails and 3 days before a response to which they said they would not provide the gift with this purchase.
this type of misleading promotion is not good for customer relations and will prevent me from using this company.
Dear "customer happiness"
I have replied to you to be told that even though the order was placed on that day (early in the morning before you advertised the offer) I am still not getting the offer. That is misleading advertising.

I wish I'd looked at the reviews first.
I placed an order for almost £35. After several days I had received no delivery info. Decided to investigate,visited their site -no info. Looked on Ups to discover they said they'd tried to deliver. A lie,I found it in a shop a long way from my home. Cost me £15 return taxi to collect it. They couldn't care less. They must be making a fortune if they can afford to treat paying customers with such indifference.

I’ve been a loyal customer of The Ordinary for over five years and have always had a great experience with their products and service. Whether ordering from abroad (EU) or here in London, my packages always arrive fast and in good condition. When I'm in the city, I prefer to go to the store myself. I actually came here to leave a positive review because I was so thrilled when they brought back one of their most-loved products after customers raised concerns about a formula change. Not many brands listen to feedback like that, so it felt great to be able to reorder my favourite!
Honestly, I was really nervous about my recent order after seeing all these negative reviews here about website issues and lack of customer support. But my experience was smooth as usual, and my order arrived just fine. I hope Deciem continues working on their customer service and delivery, though, because these reviews are concerning and surely driving many customers away. It looks like two different businesses. For now, they’re still my go-to for skincare essentials and hopefully this won't curse my next order XD

very easy to order, the prices in total were the same as ebay, and arrived on time- happy days, shall use again!

The Ordinary products, great, but delivery method less than desirable! Received my order this afternoon, package completely destroyed and very warm after obviously having spent all day in a truck! In addition, I had to go to a “collect-point”. UPS didn’t even ring the bell, yet I had planned to be and was home all afternoon. Makes me think twice about ordering online next time…

3 weeks ago I submitted a Customer Service request because my product arrived with a split in the bottom of the package. THREE WEEKS AGO. There is a problem with any company that takes more than three weeks to reply to a service request submitted through their "Missing or Damaged" product funnel. Of course the bot sent me a few "we're working on it" auto messages. The joke - they were from the "happiness team". Talk about Marketing spin.