Review Time
I placed an order on April 14th and now - 13 days later, I have not received anything more than a "Order confirmed". I have never had such a delay with an order, my products are running out so I timed my order but as it seems it will not arrive anytime soon. I emailed them and wrote on instagram - got no reply. Extremely disappointed as I actually really like the products, my skin is doing pretty well. Hopefully I hear something soon or at least get a refund as this is outrageous customer service.
This is a tough one...but people should know.The products on this website and the cost of those products is amazing. Years ago, they were "right" tracked. Amazing product, amazing cost and reliable delivery. Over the last 1.5years something has gone upside down. As many stated...customer service is non-existent. They will have products out of stock for months...in some cases years (e.g. 2% Salicylic Acid Serum - which after 2 years of Out of Stock is now not on their website). When anyone posts a negative review...the review never makes it to their website? I know because I wrote several reviews about their issues with supply chain and needing to straighten it out before they tank their beautiful business.Those reviews were written years ago - and since then my orders of their product has declined significantly - not because the product is bad, I love it! But because I cannot count on them to deliver what they promise. I have worked on finding replacements for their products.Estee Lauder purchased the company a few years back...I would say that Estee Lauder might be trying to tank the product rather than build on something that had good strong legs.
I have been in contact with the customer care through Facebook Messenger because the local carrier has lost my order. Deciem so far has not been helpful at all. They say they have started an investigation, but the last contact moment between me and Deciem is over a month ago and they won't respond to my messages anymore. I have tried reaching out through the contact form on their website and through Messenger, but on both platforms it is impossible to reach customer care and get answers. I have now requested a refund, but again no response from Deceim.
They promised a good product or you can return and get a refund. I bought their products and after several uses their products burned my skin and it was in such bad condition that I had to stop. I contacted them several times to ask on how to proceed with the return and to get my refund.No answer. No customer service. Nothing. Do not spend your money here. All the problems their products caused me were healed with Korean skincare products that I used afterwards.DECIEM is an irresponsible company with no customer service!
I received my order confirmation and shipping confirmation a day or two later than I usually expect with online shopping. However, the website did explain that delays were likely with Covid. I received my order within 10 days, so I cannot complain.Absolutely, love the products. I will be ordering again!
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