Many reviewers praise Deciem products for their effectiveness and, in several cases, fast delivery. Many others describe delivery failures, wrong or damaged items, and long fulfilment delays. Customer-service complaints often mention unanswered questions, automated or no-reply messages, and missing tracking details. Several reviewers also say promotions were not honoured and that prices or quality seemed to change after corporate changes.
Examples from available reviews (Apr 2021 – Mar 2026).
Charged for an order that was never sent and only bot responses received.
“This is fraud.”
Company refused to honour a promotion and allegedly used deceptive pricing.
“Pure deceptive marketing.”
Always had good results; orders arrive quickly and prices are good.
“The orders arrive quickly.”
Returned products per policy but one refund was delayed then corrected.
“Deciem team contacted me, corrected the mistake, and refunded the outstanding amount.”
Fulfilment and delivery problems dominate the reviews. People report orders marked as delivered but not received, the wrong items arriving, damaged packages, and long delays with no updates. A smaller set of reviews mentions later fixes, such as refunds being corrected or apologies from staff.
Several reviewers say promotions were not honoured and describe pricing as misleading. Another cluster points to perceived price rises and diluted formulas after ownership changes. Some still call Deciem affordable and reliable, though those comments appear less often than the promotion disputes.
Some reviewers describe ordering as simple and delivery as quick when everything runs smoothly. Many others mention checkout failures, orders cancelled without notice, and difficult in-store interactions. The result is an uneven buying experience across channels.
Many reviews praise performance, packaging, and ingredient-focused formulas. Others mention faulty bottles, sticky or ineffective products, and occasional items arriving empty or sprayed. Positive feedback on the core lines shows up repeatedly, alongside these more isolated quality issues.
Communication problems come up often, especially missing tracking numbers, unanswered emails, and automated replies. Several customers describe long silence after paying or requesting refunds. A few reviews note direct responses and resolutions, but they are relatively rare.
Reviews split clearly between satisfaction with the products and frustration with operations. Many customers recommend the formulas and receive orders quickly, while many others report non-delivery, billing issues, and unresponsive support. This gap drives strongly polarised overall ratings.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (32) · Reviews (20) · Reviews (1) · Quotes shortened · As of: March 2026
International parcel tracking stopped and customer support refused help after policy deadline.
“the package was never delivered.”
Company refused to honour a promotion and allegedly used deceptive pricing.
“Pure deceptive marketing.”
Couldn't complete order due to website issues and promotion not honoured.
“Pure deceptive marketing.”
Some products ineffective or sticky, while basic creams perform well.
“some of them simply don't work”
Reviewer believes quality diluted and prices increased after acquisition.
“Terrible and unethical business.”
Order failed to deliver, refund delayed, and customer support was unhelpful.
“Did they deliver? No.”
Received the wrong order and Deciem has not resolved the mistake.
“it wasn’t mine but that unknown person’s order”
Order delayed over 19 days and customer enquiries unanswered.
“so we can't get any help concerning shipping!!”
Purchase cancelled, then charged again and service was poor and untrustworthy.
“Very unethical company”
Returned products per policy but one refund was delayed then corrected.
“Deciem team contacted me, corrected the mistake, and refunded the outstanding amount.”
Always had good results; orders arrive quickly and prices are good.
“The orders arrive quickly.”
Products arrived damaged and customer services were unavailable to assist.
“the bottle of hyaluronic acid I ordered was completely empty.”
No shipping details and support claimed account wasn't created.
“3 days later no shipping details”
Delivery often takes over 10 days and customer support is poor.
“take over 10 days for order delivery”
Customer service unresponsive after product arrived half full.
“Non existent customer service.”
Couldn't contact customer service after receiving odd-looking product.
“this service is currently unavailable, please try again later”
Contact form fails and only no-reply emails received after damaged return.
“all the emails received are no reply only.”
Courier marked order delivered but Deciem didn't help or refund.
“Leaving me without the products I ordered and out $57.”
Poor online delivery system and unsympathetic customer service.
“So not gonna shop online again.”
In-store staff ignored the reviewer and were rude and unhelpful.
“Zero service.”
Products arrive quickly, are well packaged, and perform well.
“I love their products.”
Company initially provided poor service but later apologised and offered compensation.
“offering to rectify everything. Even a discount voucher too.”
Terrible customer service and failure to ship ordered items.
“Do not trust this company”
Products excellent but delivery was slow due to courier, customer service helpful.
“Customer service couldn't have been more helpful”
Longtime fan but customer service is non-existent and disappointing.
“their customer service is non-existent.”
Could not cancel or modify order and received poor customer service.
“they could not cancel it.”
Trusted brand offering straightforward product names, affordability, and consistent quality.
“One of my most trusted Skincare and Cosmetics brand.”
Backorder during sale and poor customer service disappointed loyal customer.
“They could have done the right thing and give me the sales price”
Customer service refused to honour a same-day gift promotion, causing disappointment.
“they would not provide the gift with this purchase.”
Parcel marked delivered but reviewer had to collect it at a distant shop.
“Cost me £15 return taxi to collect it.”
Loyal customer pleased that a beloved product was restored and delivered quickly.
“my packages always arrive fast and in good condition”
Ordering was very easy and delivery arrived on time.
“very easy to order”
Products good but package arrived damaged and delivery poor.
“package completely destroyed”
Order placed on 25 November has not been shipped yet.
“my order was placed on the 25th of November and it has not shipped yet.”
Charged for an order that was never sent and only bot responses received.
“This is fraud.”
Placed an order seven days ago and still waiting for delivery.
“I will use Amazon from now on.”
Orders to Macau repeatedly get cancelled and customer service offers no solution.
“a simple 'No, we cannot ship to Macau' would suffice.”
I recently had the opportunity to try out DECIEM's products, and I must say, I am extremely impressed. From their science-backed skincare formulations to their vast collection of vegan and cruelty-free beauty products, it is clear that they are truly The Abnormal Beauty Company.
What stood out most during my customer experience was the level of knowledge exhibited by the DECIEM team. They were able to answer all of my questions in great detail while also recommending specific products tailored to my individual needs. It was evident that they were committed to ensuring their customers were well-informed before making any purchases.
In addition, the quality of the products themselves was exceptional. Not only did they live up to their promises but also exceeded them, leaving me with noticeably brighter and healthier-looking skin after just a few uses.
Overall, if you're searching for innovative beauty products that are both effective and ethically conscious, look no further than DECIEM. Their knowledgeable staff and high-quality offerings make this company truly unique in today's market.
Defective foundation bottle sprayed and company refused meaningful compensation.
“I was offered a paltry 15% discount on their site”
Delivery marked delivered but company initially offered no help, later refunded.
“They didn’t help me much when I didn’t receive the delivery which marked as delivered.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
DECIEM is a multi-brand skincare company based in Toronto. It makes and sells skincare and cosmetic products including serums, acids, moisturisers, and foundations. DECIEM sells through its own online store, branded retail locations, and third-party retailers across multiple markets. Key brands include The Ordinary and NIOD. Across its ranges, the company focuses on single-ingredient and active-led formulas.