deciem.com Reviews
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Join 2,044+ users reviewing DECIEM | The Abnormal Beauty Company. Read verified ratings and real customer experiences on deciem.com before you order.
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1.7 / 5
Average user rating
2044
Total reviews
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We aggregate and refresh feedback continuously so you can gauge real customer experience and service quality for deciem.com.
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deciem.com Reviews
Read real experiences from customers of deciem.com.
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Raquel Abellan
March 31, 2026
Scam
I placed two orders one month ago and they never arrived. It's impossible to contact them. I want the refund and nodoby responds. IT'S A SCAM.
Mementomorx
March 27, 2026
Zero assistance with and order I never received
I placed an order with these people in November of 2025. I never received my package. When I contacted customer service, they told me that I should contact the carrier. The carrier was USPS and they marked it as delivered. This company's unwillingness to help me really disappointed me. They should have sent me a replacement but they extended no such assistance. My order was for a small ticket item. I think it was $7 total but they treated me like I was trying to scam them. They should have been able to send me a replacement. I will not be purchasing from this company again.
Ashley W
March 20, 2026
Terrible customer service and worse communication
I received a notification that my order was shipped but no tracking information has been provided and each email I’ve sent and call I’ve made has been met with the runaround. I asked to just cancel the order, but I’m told it’s not possible because it shipped. When I ask for tracking information, I’m told there is none. I’ve been told that they are consulting with an “internal team” but I still have yet to hear anything and my money is being held hostage in exchange for no product at all. This is the first time I’ve ever had an issue ordering The Ordinary and it is the absolute last time I will order directly from Deciem. At least if I had ordered through Amazon, someone would have solved this problem for me. Bonus points for the crap AI chatbot that cant seem to make up its mind about the status of my order either. So glad everyone is using these now!
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February 12, 2026
Terrible Customer Service + Deceptive pricing
Couldn't complete my order for Christmas gifts during their Slowvember promotion due to THEIR OWN website issues - which they admitted to me via email. When I was finally able to order 3 MONTHS LATER, I asked if they could honor the promotion since the delay was entirely their fault.Molly from customer service flat-out refused, hiding behind their Terms and Conditions instead of actually helping a customer affected by their mistakes. No real effort to make things right, just corporate policy and template responses.Worse yet, their "Slowvember discounts" are completely fake - they jacked up prices nearly 20% over the past year, so their "sale prices" just bring items back to what they used to cost normally. Pure deceptive marketing.Zero customer care, zero accountability, zero integrity.
Yasemin Kaya
January 29, 2026
Room for improvement
I appreciate the simplicity of The Ordinary products, but I have to say that some of them simply don't work (you might argue, but I'd say all of their retinol formulations are pretty weak), and others don't sink into the skin and have a very sticky texture (such as Buffet), and because of that, can be used only at night. I still appreciate their basic creams, such as Natural Moisturizing Factors + HA and a couple of other products. But for serums, I believe that popular Korean brands outperform The Ordinary.
Paprika Shakira
January 20, 2026
Terrible and unethical business.
Terrible and unethical business.I am quite sad because when DECIEM/ the ordinary started it was quite revolutionary - good quality skin care for affordable prices. Its reputation was built on transparency, accessibility, and a rejection of traditional beauty industry practices. But now the company has since been purchased by Estee Lauder aka Ronald Lauder and not only has the quality been diluted and the uping of prices... but he has also suggested that the U *S acquire Greenland as well as started to make private commercial interests there. As consumers, our purchasing choices matter and this is one of the few ways we can push back against harmful businesses. Plus we should support brands that remain accountable and give us good quality/ affordable products.
Gila von Meissner
January 12, 2026
Scam, plus unprofessional support
Did they deliver? No. Did they message? No. Did they reply to messages? Also no. Did they return the money? Sure, after 2 months. The thing that absolutely killed me is their so-called customer support. Sure the issue itself was annoying. Ordered in Nov, apparently UPS got the wrong address from Deciem, did not deliver, my emails were ignored, I then plain forgot. They got the box back beginning of December. They refunded mid January. Not a single email in two months of not delivering, and just keeping my money. I messaged. Got bs vague replies. Then I was told off for being "disrespectful."This is literally what I wrote. " I messaged sometime in november. But i like the "automatically refunded" line. You had the order back on dec 5, apparently. Btw not a single email about delivery problems. It took you a month to refund me. "Their reply? Bad customer, better behave, or else."At DECIEM, kindness and respect are at the core of how we interact with both our team members and customers, and if a customer cannot uphold these values, we may kindly ask them to pause their communication with us until respect can be restored. We’re very happy to continue assisting you, provided that conversations remain respectful and courteous toward our team. "So yeah, guess who is switching her whole beauty routine now.
Marienka
January 10, 2026
I received another person's order and so far Deciem hasn't addressed the issue
Hello,Thank you for your reply.However, it is doesn’t address the issue at all. I pick up all my orders from my local pick up point, every week, including my previous Deciem orders from 2025.And again, the parcel sent by Deciem was collected on time by my boyfriend A.S. on 29 November 2025, as shows the tracking page to which you provided a link.What happened is that Deciem confused two orders, mine (#22324567 placed on 22 November 2025) one the order placed by another customer, S.G. from Berlin, Germany (#22323220). Knowing my address is in Espoo, Finland, not in Germany !!!So the order I picked up wasn’t mine but that unknown person’s order. The tracking numbers provided didn’t correspond at all with our orders.So I ended up with one 100ml bottle of the Glycolic acid toner, instead of my order which included :- NIOD’s MMHC2 30 ml- NIOD’s HV 50 ml- TO’s MPCP 1% 30 ml- TO’s SA 2% masque 100 ml- TO’s GA 7% toner 100 ml- TO’s MPSHD 60 mland the following bonuses :- NIOD’s MMHC2 15 ml- TO’s HA 2% + B5 with ceramides 15 mlTotal amount I paid = 142.87€This is a very unprofessional mistake and I expect the case to be handled in a more professional and responsible way by Deciem in the next weeks.I have been a faithful customer since June 2018 and this is the first time that I deal with such a problem and that it is addressed so poorly by your team.I expect all the products I ordered to be sent to my address.Best,Marienka
vanessa zou
December 21, 2025
Unacceptable delays
My order was in the system as completed on 2/12025. After 19 days I'm still waiting for my package!! What is more disturbing is that I have made 2 inquires about the matter and they haven't replied yet! Now there's a notification on the site that the staff are having a holiday,so we can't get any help concerning shipping!! This is unacceptable!! We've paid good money for those things, so we demand some respect!! If you can't deliver, don't sell!!!!
Lisa Whytock
December 16, 2025
Very unethical company
Very unethical company. Made a purchase November 25th, waited till Dec 15th to cancel after getting sorry for delay, as soon as product in well send. Called card company and v got credit, but 2 hours later charge back on and email saying they shipped. I don't trust them, and service is worst I've ever experienced. Their justification? They were too busy. Stay far away from this company. Their useless and not worth time.
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