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.
Examples from available reviews (Apr 2021 – Feb 2026).
Knowledgeable staff recommended high-quality, effective, and ethical skincare products.
“the quality of the products themselves was exceptional.”
Courier marked order delivered but Deciem didn't help or refund.
“Leaving me without the products I ordered and out $57.”
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.”
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.
Reviewers commonly describe products as affordable and effective for the price, though a few raise issues about promotions or missing gift-with-purchase offers.
Many customers report delivery and ordering issues: long transit times, damaged parcels, mis-deliveries and difficulty cancelling or modifying orders; some report smooth experiences.
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.
Numerous reviews describe non-functioning contact forms, no-reply emails and slow responses; a small number report apologetic follow-ups and compensation offers.
Several loyal customers report consistently good product experiences; however many reviewers report negative overall experiences due to delivery and support failures.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (32) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 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, 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.