DECIEM | The Abnormal Beauty Company Arvostelua 2 044

Commande validée le 23.11.22 et reçue dans le fin fond du Grand Est de la France le 30.11.22 (après un passage en Belgique donc pas de frais de douane). Je suis ravie de cette livraison conforme et rapide.

Ordered NIOD serum 3 weeks ago. Still no packet, no money, no response from Deciem. Their customer service is non-existent!

Lors de ma premiere Commande , c'etait bien passé. Mais la , je n'arrive plus a acheter sur ce site , toujours refusée , je sais pas pourquoi .

Bonjour,
J'ai bien reçu une première commande ( n°14925448, le 24/11) livré dans ma boîte aux lettres.
Or, j'ai effectué une seconde commande, il est noté dans le suivi qu'il a été livré (le 26/11) mais je n'ai rien reçu dans ma boîte aux lettres...
Pourriez-vous, svp, me dire où se trouve ma commande.
Dans l'attente et avec mes remerciements.
Cordialement

Ho ordinato parecchie volte e mai avuto problemi, ora invece aspetto dal 7 Novembre e ZERO. Pacco fermo in Belgio da 3 settimane. Ho anche mandato ben 2 mail al servizio clienti, che non risponde. The Ordinary, ci sei???

Alors j'ai effectué une commande le 05/11 et on est le 22/11 et elle n'est TOUJOURS PAS envoyé, j'ai la confirmation de commande mais c'est comme si ma commande est delaissé.

Update : le problème est réglé (avec un peu de temps mais c'est réglé)

I have placed TWO orders: one is the 14925081, while for the other one I don't even have the order number because you never sent me the confirmation email. I have never recieved any emails from you, and I don't know where my orders are at the moment. I'm expecting to recieve BOTH the TWO orders, but at the moment you are not giving me any answer.
Also, I already contacted "deciem contact" and never recieved an answer.
Please let me know ASAP.

Absolutely awful service. In the confirmation email they wrote "Simply double-check the details of your order to make sure everything is correct (that's super-important to us)" but there were ZERO ways to contact them about the mistake I made in keying in the postal code.

I sent them an email and got an autoresponder that says it would take more than 3 business days to receive a reply. And "If your issue can’t wait, please visit our contact page to connect with us via phone or live chat." Well, there is no live chat.

I called the hotline, paying overseas call charges, only to be told that nothing could be done even though they hadn't shipped out the order yet. The person that answered my call did not even bother to check on my specific order before telling me that the order would be sent out and if the address doesn't exist, it would be returned and I would be refunded.

Don't act like you have any sort of customer service when there is none.

Edit after receiving a useless response on Trustpilot:
Stop doing things just for optics. It's nauseating how you call your customer service team the happiness team yet all they do is to tell customers what they cannot do. What's the point of sending emails telling us to check our order and to contact you, if you cannot be contacted and refuse to do anything?

It's amazing there's someone to reply so quickly on Trustpilot but no way to get an answer within a reasonable time frame if your customer tries to contact you directly.

Also, stop your greenwashing. You tell your customers to only buy what they need, but would rather let wrong orders or orders with wrong addresses travel around the world instead of stopping the shipment before it happens. This is truly disgusting.

Si j'avais pu mettre 0 je l'aurais fait.
J'ai commandé le 4 novembre sur leur site. J'ai régulièrement reçu des mails m'indiquant les étapes de la préparation/ livraison. Le 12 novembre j'en reçois un nouveau m'indiquant que le colis a été déposé dans ma boîte aux lettres. Impatiente, je descends. Et là... Rien ! Et bien-sûr, ni DECIEM ni colis privés ne sont joignables. J'ai envoyé des messages via les liens qu'ils proposent, en vain.
C'est insupportable ! 40,97€ dépensés. Pour certain c'est peu, pour moi, c'est un budget. Surtout pour des produits qui se sont évaporés dans la nature... je ne comprends l'intérêt de toute cette mise en scène.
De plus, dans l'attente de ma livraison, j'ai réalisé une 2eme commande...
Je ne pensais pas qu'il y aurait ce problème. Si j'avais su, je me serais abstenue car je ne suis même pas en mesure de l'annuler et ça m'inquiète. Je perdrai encore plus d'argent.
S'il s'agit d'un site d'escrocs, j'aimerais en être informée. Je suis franchement déçue. OÙ EST MON COLIS ?

Deciem's customer service is dismal at best. At worst, they're frustrating to deal with and a complete waste of time. I've been trying to order Deciem products from overseas (Macau) and while the option to ship remains on Deciem's website, all of my orders always get cancelled. They're also been rejecting the addresses that I put in, claiming that they're not valid when they were taken directly from mail that I've received at my house. Sure, their customer service has tried to help. Following their advice, I tried inputting my address in Chinese and Portuguese, but no luck, the order always gets rejected. They've also told me to ignore the error message and continue to checkout. I did-- and the same thing happened. At this point I feel like the customer service test rat, and they're just throwing out options for me and I'm supposed to tell them if they work or not. It's been a terribly frustrating experience because not only has this been going on for more than a year, but I have also not been able to receive an answer as to why my orders initially go through and then get cancelled. At this point, a simple 'No, we cannot ship to Macau' would suffice. I'm sick and tired of dealing with the unhelpful suggestions and their reluctance to actually look into problems.

Edit (22/Nov/2022):
It's interesting how I've received a response here before the email that I sent to Deciem's customer service detailing my issues. I understand that the technical team is the one who works on solving problems, but you can't possibly expect me to believe that it's going to take more than a year to figure out why your products can't seem to ship to Macau.

I am a new customer to Niod. I placed my order on 9-13-22. It's now 9-21-22 and my order still shows not shipped. I called the customer service phone number 1-800-513-6088 and I was on hold for 35 minutes. No one answered. I called the 646-661-4290 number and it's the same automated system. Held for 45 minutes and no answer. This is horrible customer service from a company that never answers their phone. I sent an email today and after reading all these comments, I cringe to see how that will go. I wish I had researched this company and their customer service before even placing my order with them. If I don't get my order soon, I'm just going to file a dispute with my credit card company. Also, on my order page, it shows my order as fulfilled but it also shows not shipped. Tell me how that makes sense?

Hace más de 2 semanas que hice un pedido y aún no me llega a mi casillero y me cobraron el monto

Hello! Could you please confirm how long it takes to get my refund after the submission of the returning form? Is it 30 days?

Great products, excellent packaging and positive customer service experience.

I love The Ordinary. Now the brand is available elsewhere, I still only shop for them at Deciem. They always use DPD to deliver and I've never had a leaking or damaged product.

I've had cause to contact CS a few times and have only had positive experiences so far - perhaps there's a difference between service over different countries? Shopping from the UK is a breeze. Their November sale is the only thing that gets me through the depressing end of Halloween.

I placed order at 24 June. Due to great delay I emailed deciem at 06 July asking to change delivery address, as I would leave for summer holidays. They answered at 11 July only to “politely lecture” me that I shouldn’t place orders if I would not be permanently waiting to a specific delivery address. First delivery attempt was at 19 July, 26 days after order! Of course no one was there.PayPal gave me immediate refund after opening the case but what I wanted was the products I bought in the sale price. So not only terribly late but if I reorder I no longer benefit of the sale, due to the fact it took them more than two(!!) weeks to process my order. While products are great and always happy with them when ordering from other sites, I am Really disappointed almost every time I order directly from deciem due to their inconvenient site, bad organising and so bad customer service.

Excellents produits et très bon prix. Juste anticiper un peu car l'acheminement est un peu long 10-14 jours, environ du fait du Brexit mais franchement cela vaut le coup d'être patiente !

He comprado varias veces en la página y siempre me había ido bien. Esta vez hice el pedido (número de pedido 13698380) el día 21 de Junio y el 30 de Junio me mandaron un correo diciendo que mi pedido estaba en camino, con el enlace para hacer el seguimiento. Hoy, a 13 de Julio no se nada de mi paquete. Segun la página de seguimiento mi pedido está creado (CREATED), ni siquiera sale como enviado...He rellenado el formulario de contacto de la pagina DECIEM y todavía no he recibido respuesta.

Absolutely shocking service from such a large and popular company!

Return received 9th June (tracking details all submitted via their returns portal and I have proof it was delivered/received) and still no refund and no reply to email! It's been 4 bloody weeks! There is no excuse for this.

Had an allergic reaction to the product and it was practically 99% full...£46 down the drain!

I purchased directly thinking it would be better service but I am so so upset by this company, now I have no product and no refund!!!

Return/order details #13344018

Someone needs to get back to me regarding this please, this really isn't acceptable.

Bonjour. j'ai passé une commande le 22 juin et nous somme le 5 juillet je n'ai toujours pas ma commande, La commande a plus d'activité depuis le 28 juin!!!!!!

Produkte sehr gut aber Versand echt schlimm. Es dauerte 6 Tage bis mein Paket überhautp versandt wurde. Ohne Erklärung. Geld wurde natürlich sofort abgebucht. Tracking abfragen kann ich nur nach Eingabe von diveresen Sicherheitsmerkmalen wie wenn es eine Vetrauliche info wäre WTF. Welchem Jahrhundert leben die? Und dann die ganze Zeit die unseriöse kumpelhafte kommentare auf der Website.

Wer immer dort für den Produktversand zuständig ist, ist inkompetent.