Review Time
Why should we review or ask questions about your products if you keep deleting everything? I recently purchased a new serum and just want to know how to incorporate it into my PM routine. Not only do you not answer my questions, but you also keep deleting them? That's quite disappointing.
I ordered products on February 16, 2024. I've sent messages twice to the seller regarding my undelivered product. According to UPS tracking, there were three attempts to deliver from one location to another. I ordered another package on February 21, which was delivered within 5 days. I expect my initial product to be delivered intact and without quality compromise, or I will take legal action. There’s been no communication from them about the delay. This is unacceptable for an international company. Customer care claims no reply and only automated responses via email.
I don't usually leave reviews, but I feel compelled to share my experience this time, especially given the very low overall rating. I've noticed a lot of negative comments about delivery times, so I wanted to highlight my own experience. I placed an order on January 18th and received it early in the morning on January 21st, 2025, delivered by UPS. I'm already familiar with the products, and they are excellent.
I love the Ordinary! I have severe dermatitis and have been on a huge range of different medications and creams for my eczema for many years.I’ve REALLY struggled to find something that both moisturised my face, not make my eczema worse and wouldn’t flair my dermatitis up. This has been a game changer!I’m a streamer and YouTuber and I need my skin to be calm and be okay with putting on make up everyday. A streamer friend of mine recommended the ordinary and it’s just been awesome. I did the test thing they have online on the ordinary site and purchased the products from my local Priceline ( for literally a fraction the price of all the other things I was looking at) I’ve been using these products now for two weeks and I’ve seen a dramatic change. Not only does my skin look better, (tone is more even, less breakouts, plump and moisturised) but I’m pretty pleased with how my dermatitis is reacting to it. I still get a few flair ups, particularly around my eyes and mouth, BUT if I avoid my most prone areas it’s totally fine. I can even still use their eye stuff just underneath the eye not the top. Anyway, I know this has been rambly, but I never leave reviews! Im leaving it in the hope this helps someone else who’s struggles with their skin!
This company use Fastway courier. Fastways did not deliver my package, yet told Deciem they had and it had been signed for. Deciem accepted the courier's version, despite my asking who had accepted the package and no proof being given. Sorry about the bad review, I won't be ordering from Deciem again.
Order took a long time to arrive and was delivered damaged. Parcel was crushed and had a large hole and content was in poor condition. When the UPS driver gave it to me I was in shock and it was an upsetting situation. Deciem doesn't truly care and declined to offer anything to soften the blow. A £5-10 discount on the next order or a discount code would have been the bare minimum. But instead they advised me to "Please explore our Return Policy and instructions here" knowing full well that if I do this, I would loose the discount of my order and would have to pay significantly more to re-order. Truly appalling and this was my last time buying Deciem / Ordinary products.
Terrible costumer service. They don't have a chat to ask questions about your order. You have to fill out a form and wait for the answer that sometimes never comes! I made two orders on the 2nd of December and it's the 18th and I still haven't heard from anyone about either of them. If anyone from The Ordinary cares to solve the problem my orders are the 20147400 and 20147781. But judging by the reviews, that won't be the case.
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