DECIEM | The Abnormal Beauty Company Arvostelua 2 044

Dopo quasi un mese non ho ancora ricevuto nulla.. Ho fatto l'ordine il 12/12 (15321300) ho fatto diverse segnalazioni ma non ho ricevuto ancora nessuna risposta concreta. Dal tracciamento tracking sembra che il pacco sia in consegna al mittente. Ho chiesto il rimborso ma ancora niente. Sono molto delusa

I have been trying to place an order on your website since several weeks and my order keep declining.
I kept getting same message "Your order has been declined", without further information. So I don't know what's wrong.
I have already tried all the recommendations and nothing is working. I want to order directly from the ordinary to be sure my products are genuine as I want to use genuine products for my skin. Please I would like to know why I cannot proceeds with my order. Is it possible that my account has been blocked by the ordinary website that is why my order is not going through as my bank has approved all the transactions. It is the website that keeps rejecting it.

My experience with DECIEM has always been lovely. My recent November haul had two TO serums with loose caps, they were not tightly sealed so the product leaked all the way to the boxes. Emailed customer care and got a prompt response the next day. I was given the option of a refund or a re-shipment of the problematic items, since I bought them as a gift to my sister, I opted for a re-ship. I got the replacements in about 10 days since I lodged my concern. I want to compliment Joana from CS for seamless communication and efficient handling of the situation. People will always want to write when the experience is negative for them but rarely come back to write something positive. I could only say that there's a reason why I'm a happy customer since 2019.

UPDATE
Refund was issued.

He intentado hacer una compra, use varias tarjetas y ninguna me la acepto la pagina, que sucede?

Oggi ho ricevuto una mail da The ordinary, dalla Deciem, che il mio pacco è stato consegnato ieri 19/12, l'ordine l'ho fatto il 12/12 ma io non ho ricevuto niente. Sono molto delusa perché credevo fosse un' azienda seria e invece mi devo ricredere, perché questo è il mio primo ordine con quest' azienda e se non mi arriva niente entro i prossimi giorni, voglio il rimborso dei soldi spesi e non farò mai più un ordine con loro e gli farò cattiva pubblicità!

Ordered Christmas gifts for my daughters from their The Ordinary line. No tracking info would update after Dec 5 when it was stuck in Las Vegas. Put in a customer service request and got an automated email but nothing else. Finally called today and sat on hold for 40 minutes and was told we don't know what happened we can either refund or reship but they refuse to expedite shipping saying they aren't able to do that. Even talked to supposedly the manager of the first rep I spoke to with no luck. I re-ordered but as we are celebrating Christmas tomorrow and they absolutely refuse to overnight anything. The stuff better get here soon. UPDATE. not sure how after being stuck in Vegas for weeks but my order did arrive sadly too late for our Christmas celebration but everything was there and in good condition. I updated my review and rating

Ho fatto un ordine il 21 novembre, e dal 29 novembre non ho un minimo di informazione, ho scritto più mail nessuna risposta. Vorrei sapere dove sia il mio ordine.

placed an order 20/11/2022 and i haven't recieved it yet. my package is in belgium since 25/11 and when i managed to reach them after so many efforts they responded that MY country has delivery issues! If u read the comments in fb there is so many people around the world waiting to delicer. They lie to cober the fact that they are useless. I also asked for a refund and there was absolutely no comment !!

Buenas noches hice mi pedido el día 30 de noviembre con la promoción que vencía el mismo día, han pasado 13 días y hasta el
Momento no llega mi pedido.

J'ai passée une commande de 85,47€ le 10 novembre, le colis est en transit depuis le 15 décembre et rien a bougé. DECIEM, malgré mes relances, reste muet. Aucunes solutions ne m'est proposé! J'aurais du lire les commentaires avant de commander!! C'est vraiment honteux!

Saludos,

Realice mi pedio y desde el 23/11/2022 bajo el no.
order 15108763 y aun no he recibido el mismo, solo dice Awaiting tracking details from shipping carrier. Please check back for tracking updates, pero es demasiado tiempo.

Commande passée le 26 nov, colis préparé et envoyé à temps, mais une fois arrivé en France le 2 décembre, je reçois un mail de colis privé indiquant que mon colis sera livré au plus tard le 7 décembre et puis plus de nouvelle.
J'ai fait une réclamation auprès de colis privé et bien elle sera traitée dans un délai de 7 jours (si elle est traitée) alors que je veux juste localiser mon colis.
Je ne comprends pas comment une aussi bonne entreprise collabore avec colis privé qui a une très très mauvaise réputation ?
Ou est mon colis ? ou est ma commande?
Numero commande : 15186677
Update 21decembre : En effet, j'ai reçu mon colis après avoir batailler seule avec colis privé. Deciem vous venez de répondre à ma reclamation aujourd'hui meme à savoir 6 jours après avoir reçu mon colis et votre réponse est :
"Thank you for your patience and apologies for the wait. We are currently experiencing a huge volume of requests. Rest assured your request has not been forgotten and we are working hard to get back to you as soon as possible."
Au fait, si j'avais pas réglé moi meme le problème avec colis privé je serai encore entrain d'attendre que vous preniez en compte ma réclamation......

Commande passée le 10 novembre 2022. Donc il y a un mois. J’ai reçu un mail pour me dire qu’elle avait été expédiée, sauf qu’en cliquant sur le suivi de colis privé (le transporteur), ce dernier annonce que le colis est en préparation par l’expéditeur… donc toujours pas envoyé. Aucune estimation d’envoi, rien.
Une catastrophe. D’ailleurs je ne suis visiblement pas la seule à avoir eu un problème de livraison en novembre comme par hasard. Je ne recommanderai plus jamais, c’était la première et la dernière fois. Heureusement qu amazon ou Sephora existent pour se procurer leurs produits. Et merci à PayPal d’exister.
Super dommage car leurs produits sont top

Ordine effettuato lo 08 novembre 2022. Ancora non arriva. In più non si riesce a rintracciare.
Aggiornamento: oggi 02 gennaio 2023 ancora non ho ricevuto nessun rimborso. Vergognoso.

J'ai finalemement recu ma commande hier lundi 12 decembre soit pile poils 2 semaines après la commande donc je suis contente.
Mais je trouve quand même qu'il y a un probleme d'informations sur le suivi des commandes.
De plus j'ai recu un mail de chronopost 2 ou 3 jours avant la reception et le numero de colis indiqué par chronopost n'était pas le meme que celui indiquer par deciem. Du coup rien ne correspondait et j'ai cru que ce mail etait un faux mail ( arnaque)
Mais bon tout est bien qui finit bien c'est le principal ! 😄
Le colis et les produits sont arrivés en très bon etat.

Bonjour , j'ai enfin osé commander chez deciem le 28/11 /22 dont un produit niod qu'on ne trouve pas en France. J'ai longtemps hésiter à commander car le site est en anglais et je comprend mal l'anglais, cela m'inquiétais pour communiquer en cas de problemes avec ma commande.
Je m'aperçois que mes inquiétudes étaient fondées car ma commande est marquée recieved at national hub depuis le 6 décembre à 0h55 et ne bouge plus depuis.
Je ne reçoit aucuns mail d'informations à part pour des publicités de produits deciem et cela commence à m'inquiéter, d'autant plus que je m'y retrouve pas dans les choix de questions à leur poser quand on veut les contacter (puisqu'elles sont en anglais)
Je ne sais pas comment faire ?
Le 28 nov j'ai commander aussi sur d'autres sites don une autre marque anglaise et j'ai tout reçu en moins d'une semaine.
Pour deciem cela n'avance pas et j'ai pas d'informations sur ma commande à part qu'elle est bloquée depuis 5 jours au même endroit. Pourquoi ?
Et encore combien de temps ?
Ma commande est de plus de 76 euro et pour moi c'est beaucoup !

09/12/2022 It's been exactly 1 month since I placed my order and I didn't receive it. Moreover, 6 days ago I contacted Deciem's Customer Service but I didn't receive any response to my request.

This is not my first time purchasing on Deciem's website, and it's my second time purchasing during their Slowvember initiative: I appreciate the whole event and its intentions, but I never thought that, this time, the SLOW part would mean waiting more than 30 days without knowing at all when my order will arrive.

I'm willing to trust a brand I've been passionately using for the last few years—because Deciem has always been a truthful and crystal clear company and, of course, everyone can experience shipping issues—but it'd be nice at least to receive an answer about the shipment of my order, which seems stuck in Belgium: that's why I wrote this review, hoping someone will finally answer.

Updated on December 12th. Today, DECIEM's customer service contacted me to apologize for the unexpected delay of my parcel and issued a full refund for my order. I really appreciate the company's approach and honesty, as I didn't even ask for a refund, just for some help to unblock the parcel shipping which to this day seems still stuck in Belgium. DECIEM proves once again as a trustworthy and honest brand, and I feel like it is just right to change this review rating to match the reliability of their services, so now... 5 stars it is.

Any brand can experience shipping issues, but a client-oriented approach like theirs is what makes a huge difference in these cases: I will definitely buy again from their website, they deserve it more than most brands on the market.

One of items received damaged, impossible to got a response to my request of replacement or refund…. ☹️ first and last order.

J'avais fait plusieurs commandes avant, j'ai toujours commandé sur ce site et il n'y a jamais eu aucun problème, jusqu'à ici. J'ai commandé le 25/11/22, le 01/12/22 colis privé m'indique que mon colis a été livré en boîte aux lettres mais je n'ai rien reçu du tout, il n'y a rien dans la boîte aux lettres ! Franchement

Ho effettuato l’ordine in data 08 novembre...il mio pacco è fermo chissà dove e non ho più notizie del tracking dal 18...tra poco sarà un mese dal mio ordine e non ho notizie se i miei prodotti siano o meno arrivati in Italia...l’assistenza mi ha detto che mi avrebbe aggiornata ma finora nn si è fatto vivo nessuno nonostante abbia sollecito eventuali aggiornamenti...la mia prima esperienza su questo sito è stata buona mentre questa seconda è incommentabile..