Deciem Reviews

Hello, I tried several times to contact you, but this is impossible. I filled in a form expecting my refund. I placed my order on 30th of May. Now is middle of July and I still cannot get in touch with anybody. I receive only automatic e-mails with a promise that somebody will contact me.

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.

Order number 13674300
I ordered on 20th of June and I haven't received anything. Online status shows 'picking'. I sent 3 emails asking what's happening. I spent £34.80. Deciem was quick to take my hard earn money, but since I'm being ignored by the so called costumer service and my order is nowhere. Refund me or send my package out, this is hideous!!!

Update: I called the customer service and someone finally response to my emails however could only apologies. My order is still sitting in the warehouse and was not touched despite talking to customer service. Sorry, but an apology won't do.
I want my order or a refund.

I've always bought The Ordinary products from retailers, never directly. This time round I ordered directly from Deciem, and the whole experience has been poor. 4 out of six bottles of serums I found were not closed/screwed on. The lids just came off. My Alpha Arbutin was brown and the lid was lose so no wonder. Two bottles of my serum were not full. I complained to customer service through Email and sent evidence in pictures, Whitney and Dylan have ignored my Emails. Even the staff at the store have a very arrogant attitude when I called. No customer care at all. I want nothing to do with this disgusting brand there are other brands that care about quality control and customer care, they are where I will spend my hard earned money.

Order not arriving...?
I ordered 12 days ago, but I can't track my order and it's not arriving, all they can tell me is:
*NOT SHIPPED*
Awaiting tracking details from shipping carrier. Please check back for tracking updates

I don't know what to do, I was excited to try these products but it seems their shipping methods are horrible.

Ordered several products on May 3rd. Received a notification that my order shipped, but checking the tracking told me that the order was awaiting pickup. Tracking status remained like this for three weeks. It's now May 24th and I've sent two emails about this order, no one answered. I love these products, but this is the worst customer service I've ever received (as in, I received no answer and no service at all). Completely unable to get a refund, which means they basically scammed me out of my money. Never buying from the site again.

Worst service ever. I receive email to tell me that order is ready and I come all the across the city to pick it up, only to find lazy employees not willing to give me the order. Even though it is within their working and opening hours. Most unhelpful staff at Westfield Deciem shop. I will never shop here. Just shameful staff.

Cancelled order with in an hour in line with their policy but they refuse to cancel or refund despite my statutory rights. Totally unacceptable ignoring the law- don't buy they were once exciting but have been overtaken by better options
Update
Note reply below advising they refuse to comply with UK law which gives a 14 day cancellation right. But apparently deciem thinks the law is something that applies to other people.

For those looking for good skin care company's who obey the law and have good customer service I'd recommend face theory , inkey list or cauldie

Horrible customer service. Claimed they couldn’t not help me after I gave them two ways to do so. Their order website auto filled the wrong address despite the fact I paid with PayPal which has the right address. They sent the package to the wrong address. Refused to even try to make it right and wouldn’t recall the package (even though that’s an option) and outright told me they would not refund my money if my package was delivered to the wrong address. I spent 150 dollars on this particular order. Any other company would have made it right immediately and resent my products. This joke of a company claimed there was nothing they could do. I will never give them another dollar and will tell everyone I know to stay away.

After reading a few negative reviews I was a little sceptical whether The Ordinary products that I had ordered would actually arrive, but I had a really good experience using Deceim, the order was quick to dispatch and the products arrived packaged nicely.

I would happily order from this site again.

I love the foundation serum but I've twice reported that the bottle isn't made well and sprays. I've been able to wash it off the bathroom tiles. But recently it wrecked a good tee-shirt and I sent pictures to the company. After washing it with bleach, the spots haven't changed. I suggested they might want to compensate me. They were responsive but admitted that someone else got spots off by soaking it, so I wasn't the only victim. Still, the best they would offer was a 15 percent discount.

Hello,

You sent me an confirmation email with upon receipt on 1st April for refund.

You told to wait 3-8 business days for the refund to be issued
But now, it beens 19 days that I didn’t get my refund, is that normal ?
What’s happen ?

J’ai essayé d’envoyer ce mail à votre service client et je n’ai pas eu de retour, en plus il n’y a de lien FAQ vers ce genre de sujet.
Voici le numéro du dossier n13170358.


En attente de votre retour,

Fatouma

Terrible experience, has the worst customer service. I have paid for an order I've never received, they don't even bother to respond to my emails but keep sending me marketing emails. I don't care about the hype your products have, if you have a poor customer service, you're a failed company

Product was delivered well on time, no issues with purchase or delivery. No faults to the product either. Disappointed with the massive box for just one 30ml bottle though. Hoping Deciem will work on better-fitting packaging at some point, because a box the size of a shoe box seems like a waste of space and material in multiple steps of the delivery.

I absolutely love The Ordinary products and DECIEM is a great company with fast shipping and wonderful customer service. I received a damaged product and they offered me a very satisfying solution. Will definitely be buying again!