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
Products affordable and effective but customer service is unprofessional and costly.
“Their cosmetics is, beyond any doubt, the best affordable cosmetics on the market right now.”
Order cancelled due to pick-up system fault and no store notification.
“Absolutely no customer service.”
Paid months ago but never received confirmation, tracking, or product.
“I order months ago the product never arrived no confirmation email or a tracking number.”
Reviewer loves every product; finds them excellent and well-priced.
“LOVE every.single. product.”
Order pending for six weeks and company started ghosting after refund request.
“Now they started ghosting me.”
Always satisfied; packages arrive within one to two days.
“The package always arrives the next day or within two days”
Money taken but products never received and emails unanswered.
“My money was already withdrawn out of my account. Never received the products.”
Order charged but not delivered and company unresponsive to enquiries.
“Great product but terrible customer service !!!”
Ordered March 1st and no delivery; multiple emails unanswered.
“Ordered March 01st. Haven’t received my order!! I want my money back!!!”
Ordered March 11 and still haven't received it; requests refund.
“Ordered March 11th. Haven’t received my order!! I want my money back!!!”
Ordered March 11th and the order has not arrived; no response.
“Ordered March 11th. Haven’t received my order!! I want my money back!!!”
Customer ordered a week ago, paid, and received no tracking or response.
“don't even have tracking numbers for my order”
Ordered over two months ago with slow updates and no successful delivery or customer-service response.
“It is impossible to get through their customer service.”
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.