theordinary.com Reviews
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Join 533+ users reviewing The Ordinary. Read verified ratings and real customer experiences on theordinary.com before you order.
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2.2 / 5
Average user rating
533
Total reviews
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theordinary.com Reviews
Read real experiences from customers of theordinary.com.
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Angie
January 28, 2026
Issues with assembly line and company did not help resolve the issue
Ordered the Mini Icons Set from Boots.Unfortunately The Ordinary assembly line missed the Hyaluronic Acid 2% + B5 bottle in the box.Sent a complaint to the company and that state they cannot offer a refund or replacement as it was purchased from them. This makes no sense to me because the fault came from the person in their assembly line who didn't put the product in the box? All I asked was for the missing bottle to be sent and they said the same thing.Will not be buying from them again.
Chris
January 28, 2026
I did not consent to you sharing my…
I did not consent to you sharing my personal details with Meta for the purpose of advertising to me."You may see ads because an advertiser has included you in an audience based on your information or off-Meta technologies activity. Advertisers can use or upload a list of information that we can match to your profile to show or exclude you from seeing certain ads."
Nicolette Kiffen
January 25, 2026
Finally got my money back
After waiting a month I still hadn’t received my order. The track and trace wasn’t working so there was no way to know where my package was. After sending multiple messages to customer care and writing a bad review here I’m finally getting my money back and got an sincere apologie. Hence the updated review.If you can order from a reseller, I absolutely recommend you do that. The Ordinary works with UPS which isn’t the best delivery service (maybe even the worst?) and you can only reach the customer care through email (or phone if you want to really up your phone bill). The chat is always unavailable and no way to contact through whatsapp. The products are great though. Really love them and most definitely going to keep buying them, but also most definitely through a reseller like Douglas:)
Mary Law
January 24, 2026
Lost parcel and now delayed……
I placed the order on 30/11 after a lot of calls to the courier company, on 5/1 I was told the parcel was lost by UPS and they could send it again but without the free gift I was entitled to as they didn’t have it any more (no mention for alternative!!). It is 24/1 and still the order hasn’t arrived and the in the tracking page it only says “delay”. I check here and I am shocked by the amount of parcels lost globally and the comments around the bad customer service… It is clear this company is not professional… I am wondering if we should trust its products even cause obviously quality and respect to the customers is not in their priorities….
Mandy
January 23, 2026
The monkey are working at their…
The monkey are working at their Customer Happiness team, DO NOT ORDER anything from this website, vote with your money and let them feel the pain.
Parris
January 22, 2026
I have emailed them four times with a…
I have emailed them four times with a complaint and heard nothing. A couple of products are good. But for me it’s the customer service every time. So back to Elmis I go.
Jenn
January 22, 2026
A loyal customer with a history of…
A loyal customer with a history of pretty large orders for gifting along with myself but my recent order that said a gift would be included was not and then needed to speak to customer service regarding a change to the next order and it’s been a month. Still no response, the chat bot never works and call times are not as listed. Be cautious. I have liked most of the products but they don’t seem as strong as previously and would be curious to have them 3rd party tested for my website. Unfortunately without a response from the company it wouldn’t be a company I continue with. Customer service is needed and so easy to set up with AI these days even if they can’t afford to hire human support. 😞
Patrick Lodge
January 19, 2026
Good beauty products - with ugly baggage attached.
I'm discontinuing my purchases from The Ordinary (online or in-store) for two key reasons. First, the delivery experience with DHL in Spain has been consistently terrible. Across multiple orders, they've repeatedly claimed my address is "incorrect" and forced me to travel to the nearest city (1-hour round-trip) to collect packages from a DHL point. My address is always supplied 100% accurately – and DHL has successfully delivered dozens of orders from other companies to this same address over the past decade (as have countless other delivery companies). This is clearly a service issue specific to The Ordinary's logistics arrangement.Second – and more importantly to me in light of the world we're now living in – I'm uncomfortable with the brand's ownership structure. The Ordinary is owned by Estée Lauder Group, and until recently, Ronald Lauder (founder's son) served on the board and donated $5 million to Trump's MAGA Inc. super PAC. He's also credited with originally suggesting to Trump the idea of purchasing/invading Greenland. While he retired from the board in January 2025, the family maintains significant influence over the company.Between the delivery nightmares and ethical concerns about the parent company's icky political connections, I'll be taking my business elsewhere.In the meantime, my The Ordinary stuff will be going in the bin – they’re actually good beauty products on the surface, it’s just a shame they come with such ugly baggage attached.
Naa
January 17, 2026
Excessive Packaging and Poor Customer Service from The Ordinary
The Ordinary’s poor packaging and unresponsive customer service made a simple order unnecessarily stressful, ignoring my key concerns entirely.My ExperienceI ordered three serums and a balm, but they arrived in an oversized 460x400x280 mm box that created excessive waste and disposal hassle. One serum was missing upon receipt (the box had been left in a communal area and arrived tampered with), and while they eventually agreed to replace it, the massive packaging overwhelmed my recycling and added unfair disposal costs on my end.Company ResponseTheir reply focused solely on the missing item, offering no acknowledgement of the broader packaging issues or the frustration it caused. The initial email I sent bounced back, forcing me to retype my full concerns into their restrictive web form that didn’t allow copy-paste, making the process even more tedious and stressful. No meaningful action followed, just a generic feedback note and a choice between refund or replacement, disregarding everything else I raised.Key Issues• Excessive Packaging: Unnecessarily large box for small items shows lack of environmental responsibility.• Customer Service Barriers: Bouncing emails and non-copy-paste forms hinder proper communication.• No Accountability: Empathy was expressed, but zero resolution for my actual concerns or added burdens.A extremely disappointing experience overall. Seek brands with better packaging and accessible support.Update: January 20 2026 The Ordinary’s reply admits they “did not receive the initial message,” yet my summary, submitted through your restrictive form on January 14, explicitly stated the excessive packaging overwhelmed my recycling and caused disposal hassle. They ignored it entirely then, and now vaguely promise to “pass feedback” without addressing the environmental waste or my burdens.Follow-up email reply with photos of the tampered box and missing serum bounced initially, forcing retyping due to no copy-paste, PLUS a resend via copy and paste in italics of my original detailed email. Still ignored. Pure frustration. Replacement is coming, but no accountability for core issues. Stop excuses; act on packaging now. Still 1 star.
Eric
January 9, 2026
No customer service
UPDATE: The Ordinary reached out and after a few discussions, we came to an agreement to resolve the issue. So I'm upping my rate from 1 to 3 to highlight their efforts. ORIGINAL : I like the products. But the customer service is non-existent. The FAQ didn't answer my question. The chat bot stated that no one was available to answer my questions and ended the conversation. I called the number that put me on hold with a message that said they were receiving a lot of calls... and then hung up. So I filled in the form asking if I could modify my order. I received an automated reply that didn't answer my question either. My question was very simple: can I modify my order to add a product I forgot to include? I got a silly automated reply that gave me their return policy, followed by an email saying my order had shipped. I guess it's too late to add anything... This followed a situation a few months back where I was supposed to pick up my order in store. But the order was sent to the wrong city (my browser messed up). The teenage Kim K at the store said I had to get in touch with customer service, and refused to put the order together. When I read the policy online, it stated that orders not picked up would be reimbursed after a few days. Couldn't Kim K say that instead of directing me to a non-existent customer service and leaving me infuriated?
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