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We Collect & Analyse Reviews

DECIEM
Experiences & Reviews

DECIEM, also known as The Abnormal Beauty Company, is a skincare and cosmetics group best known for ingredient-led, science-focused brands such as The Ordinary and NIOD. The company sells directly through its own websites and physical stores as well as via third-party retailers, emphasising transparency about ingredients and accessible price points. DECIEM’s brands frequently appear in discussions about affordable actives, recyclable packaging and minimalist product labelling. For consumers researching reviews, focus on product formulations, shipping policies and customer-service options when comparing purchase channels.

Overview & Key Metrics

Reviews Analysed 21
Positive Sentiment 33%
Latest Review 15d
Overall Rating
2.2

Our Analysis

🎯

Service quality

Most reviewers report poor or unreachable customer support: delayed replies, unhelpful or rude staff, and unresolved order problems; a minority note helpful in-store or phone assistance.

Share
21%
Weak
💰

Value for money

Reviewers commonly describe products as affordable and effective for the price, though a few raise issues about promotions or missing gift-with-purchase offers.

Share
6%
Strong

User experience

Many customers report delivery and ordering issues: long transit times, damaged parcels, mis-deliveries and difficulty cancelling or modifying orders; some report smooth experiences.

Share
19%
Weak
🔧

Product quality

Products are frequently praised for effectiveness and recyclable packaging, but a notable minority report damaged items, half-full bottles or products arriving in poor condition.

Share
12%
Mixed
📞

Communication

Numerous reviews describe non-functioning contact forms, no-reply emails and slow responses; a small number report apologetic follow-ups and compensation offers.

Share
17%
Weak

Overall experience

Several loyal customers report consistently good product experiences; however many reviewers report negative overall experiences due to delivery and support failures.

Share
25%
Weak

Our Independent Methodology

How we analyse customer reviews without bias

Data Collection

We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.

AI Analysis

Our AI detects patterns in genuine customer experiences without modifying content.

100% Independent

Zero company influence. No payments, no bias — just real customer voices.

Always Current

Updated regularly with the latest reviews and customer feedback.

All Customer Reviews

Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.

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Showing all 21 reviews

All Customer Reviews

Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025

J
Justin B
trustpilot.com Sep 30, 2025

LONG process and delivery time

The products are great and reasonably priced with decent results compared to more expensive cosmetic brands, but the customer support and order proces...

S
Sara Dempsey
trustpilot.com Sep 30, 2025

Non existent customer service

Non existent customer service. Have been trying to get hold of them for 2 weeks as the product I ordered...

G
Gg
trustpilot.com Sep 30, 2025

Non- existent customer service.

As other reviewers have stated, it is impossible to get in touch with customer service at the company. Extremely disappointed after order expensive pr...

M
Mrs M Shuttleworth
trustpilot.com Sep 30, 2025

Trying to contact this company as my…

Trying to contact this company as my delivery was returned to them by the courier company as damaged before I received it. The contact form won’t acce...

L
Lauren
trustpilot.com Sep 30, 2025

I have been using Deciem products for…

I have been using Deciem products for years. Unfortunately this time I placed an order and never received it. Their courier service claims it was deli...

M
Mala Siregar
trustpilot.com Sep 30, 2025

Customer happiness that made customers not willing buy anymore

So dispointed on how they make system on online delivery. I kind of regret ordering the ordinary. They wasn’t priority customer but only profit. its n...

C
Clare
trustpilot.com Sep 30, 2025

The stars given are only for the…

The stars given are only for the products. Zero service. Staff ignored me as was busy talking about the night out they had. Real bad experience....

B
Barbara H.
trustpilot.com Sep 30, 2025

I am really shocked with all these…

I am really shocked with all these negative reviews! I have made several orders in the past year or two and everything was always great. From the orde...

J
Joemma
trustpilot.com Sep 30, 2025

Writing a new review as TP has lost my…

Writing a new review as TP has lost my receipt. Update: After 19 days, received a very kind, apologetic email, offering to rectify everything. Even a...

C
Catherine Spinks
trustpilot.com Sep 30, 2025

Do not trust

Terrible customer service, they don't ship the items th...

C
Customer
trustpilot.com Sep 30, 2025

Fab Products / Weak Delivery

The products, I brought: The Ordinary Natural Moisturizing Factors + PhytoCeramides - - 100ml and The Ordinary Glycolipid Cream Cleanser - - 150ml are...

B
Brenda Bradford
trustpilot.com Sep 30, 2025

I wish I could give it a zero

I wish I could give it a zero. I've been a big fan of their products for years, but their customer service is non-existent. They say the problem is wi...

S
Shauna
trustpilot.com Sep 30, 2025

Inconvience and poor customer service

I had placed an order and immediately afterwards (within minutes), realized there was 1 product that I did not require. As it was outside of their bus...

K
Karine Vu
trustpilot.com Sep 30, 2025

One of my most trusted Skincare company

One of my most trusted Skincare and Cosmetics brand. Obviously not everything I use on my face comes from this brand, but here are several reasons for...

M
MC
trustpilot.com Sep 30, 2025

The abnormally incompetent company

I have used The ordinary for a long time. Unfortunately, when I tried to place an order during Black Friday, the product I wanted was in back order. A...

S
Sue
trustpilot.com Sep 30, 2025

Deciem would not provide gift with purchase and poor service

Deciem is the parent company for The Ordinary. I bought items from The Ordinary on 22 November 24 in the morning and then they put out a promo that th...

N
Nuala Hughes
trustpilot.com Sep 30, 2025

A £15 lesson in checking reviews first

I wish I'd looked at the reviews first. I placed an order for almost £35. After several days I had received no delivery info. Decided to investigate,v...

T
Tina
trustpilot.com Sep 30, 2025

Happy and shocked

I’ve been a loyal customer of The Ordinary for over five years and have always had a great experience with their products and service. Whether orderin...

t
tristan garcia
trustpilot.com Sep 30, 2025

very easy to order

very easy to order, the prices in total were the same as...

M
Mark
trustpilot.com Sep 30, 2025

The Ordinary products delivery

The Ordinary products, great, but delivery method less than desirable! Received my order this afternoon, package completely destroyed and very warm af...

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Conclusion

Across these reviews, DECIEM’s products frequently receive praise for efficacy, ingredient transparency and accessible pricing. However, a substantial portion of reviewers report recurring issues with shipping, damaged or missing parcels, and limited or slow customer support. Some individual cases were resolved with apologies or vouchers, showing occasional successful follow-up. If you prioritise reliable delivery and responsive after-sales service, consider purchasing via established third-party retailers or buying in-store where available; if product formulation and value are your main criteria, reviewers often recommend DECIEM’s brands.