The Ordinary Reviews 734

Unable to create account or place and order as I get the message "sorry there was a problem" everytime. Have tried over several days. No one answers on live chat and they're impossible to get in touch with if you're in the UK.

Edit: In reply, every time I try to live chat it says there are no agents available including now and phoning just keeps me on hold, this puts me off ordering at all in case I have a problem with the order and can't get hold of anyone.

I ordered products from this company on the 12th September 2025 and still have not received my order. I emailed the company to see has it been shipped yet and they still haven’t replied to me weeks later. Extremely poor customer service!

So far so good, really impressed with the products and the cost of the products. Had had a great experience with submitting my skin concerns, I received a lengthy reply with detailed advise, really impressed that this was a free service. Definitely sticking with them and really surprised at the amount of negative reviews.

I've not ordered from The Ordinary since before Covid, but thought I would try some of their serums again. Ordered late Weds morning, received email yesterday (Thurs) to say it had shipped, received parcel today Friday at 2:30pm. That's a 10/10 from me.

Ok so I just started with The ordinary and Squalane cleanser feels like a soft balm that melts to oil and rinses clean without tightness. Niacinamide 10 percent plus zinc 1 percent is a bit tacky and can pill if I rush, but the dropper is precise so I wait a minute before layering multi peptide plus HA serum which sinks in nicely. AHA 30 percent plus BHA 2 percent peeling solution looks scary red iin the glass bottle and tingled lightly without irritation, while granactive retinoid has a gentle milky slip and seems to avoid a big purge so far. Shipping was quick and everything arrived well packaged, there is a learning curve for order and spacing, but I already notice smoother texture and tighter looking pores.

My skin looks way calmer now and less congested. I use the niacinamide 10% and the zinc 1% if I'm not mistaken to shrink the look of my pores within a couple of weeks. The dropper makes it easy to do the doses. The multi peptides feels nice and hydrating without a sticky finish to it. It softened fine lines around my eyes so.. compared to my old brand, I'm spending way less and see more consistent visible results.

Works well enough!!! I purchased a niaccianmide 10%+zinc serum 24 dec 2024 and i started using it since the day it arrived and trust be all you need to do is be consistent with the products application and it will do its works my darkspot started fading as I used it thanks to the ordinary serum

AWFUL WEBSITE! USED TO BE REALLY GOOD AND HAVE GOOD COMMUNICATION / CUSTOMER SERVICE. NOT ANYMORE! THEY'VE JOINED ALL THE OTHER CORPS BLOCKING YOU FROM BEING ABLE TO CONTACT THEM. SITE DOESN'T WORK, DOESN'T ALLOW YOU TO SIGN IN, CAN'T RESET PASSWORD, CAN'T CONTACT ANYONE NOT EVEN BY EMAIL. HAVE TO USE A CHAT THATS A BOT AND WHEN. YOU ASK TO SPEAK TO SOMEONE THEY SAY NO ONE IS AVAILABLE AND NEVER TELLS YOU THEIR BUSINESS HOURS OR ANYTHING. ITS PRETTY AWFUL! BUT THEN THEY'RE SELLING ON THIRD PARTY SITES FOR DOUBLE WHAT THEY REALLY COST! HAVE YOU GIVEN UP BEING A GOOD COMPANY AND LEAVING IT TO THIRD PARTIES TO DO YOUR BUSINESS FOR YOU OR WHAT???

I made an order and got no information concerning my order this is over a month now and the tracking number provided informs me the package has been sent back to the sender but I am unable to contact anyone at customer service

Do not order from The Ordinary/DECIEM website. They lost my order, provided no valid tracking information, and have still not refunded me. They have simply taken my money and stopped responding.

When I contacted their so-called “Happiness Team,” they blamed me for an “insufficient address” even though I entered my full address manually several times and their checkout system kept auto-changing it. I explained this multiple times, but instead of taking responsibility, they gaslit me and insisted it was my fault.

UPS confirmed that only the sender (DECIEM) could correct the address, yet they told me to “contact UPS myself.” I did, and UPS made it clear that DECIEM needed to fix it because they have literally locked that option to change address on their end. DECIEM has since gone silent, leaving me without my order or my refund.

Their customer service is robotic, dismissive, and unwilling to resolve issues they clearly caused. And this isn’t an isolated case. I can see Trustpilot is full of identical complaints of lost packages, no tracking, no refunds, and the same blame-shifting responses.

A reputable company would never keep a customer’s money after failing to deliver the product.

Save yourself the stress and frustration. Buy from a verified retailer instead, The Ordinary’s own customer service is not trust-worthy, professional or ethical.

One has to wonder at someone who has taken no action even after seeing all these similar complaints pile up. Gross.

I'm genuinely shocked to see so many negative reviews! I'm 52, have used Clinique and Clarins and haven't been overly impressed so thought I'd give this a go. In a short time my skin has never looked so good... Couldn't be happier and half the price!

I bought (Ordinary caffeine solution 5%+EGCG) to reduce under-eye dark circles and puffiness, but it didn’t work for me. My under-eye skin became drier, the hollows more noticeable, and I looked more tired. Very disappointing.

Maybe the service is bad i do not know. I order by Douglas. But the product is very good for a very nice price. They are honest about what is in their product. No nonsense.
Been using it for years now. But I do not order from the company direct. But the product is really very good.

It is impossible to get in touch with customer service at the company. Extremely disappointed after ordering expensive products from NIOD. As another reviewer said, the contact form on their website says 'this service is currently unavailable, please try again later' when you send a query through. I have received my product with a weird looking liquid inside, this is not what the product usually looks like. Not sure what to do now. Waste of money.

I have been extremely satisfied with the ordering process and the delivery. I had one problem ordering through the website but I called the toll free number and customer service helped me resolve the issues I encountered and completed my order. I have been using products from this company for several years now and find that the quality of the products is as good or better than some of the much more expensive skin care products I've used in the past. The fact that the products I have used from The Ordinary are all fragrance free is a major positive since I have allergies and with this brand I have not had a single problem with allergic reactions! Bravo!

Terrible customer service. They could not care less, so extremely disappointed with their service. I received a gift set from them that had product damaged and product level was way below that of a new product- by the way i checked reviews of these products and from a certain batch there were several people who complained of the same issues as me. I contacted their customer service with photos and proof of everything and without an order number they are unable to help me? Makes absolutely no sense and wouldn't receive this type of service anywhere else. Shame.

I've been trying to place an order online for the longest time and it just won't accept it, so much nuisance in why because all it says is the purchase was declined. I even emailed them and got a response that was so vague that it didn't answer anything just told me the obvious. I called a day later and they said they couldn't help either. They tried their best but I'm still not able to place my order. It's extremely frustrating and annoying at this point.

They sent via UPS. They made a mistake in the address given to UPS.
After I contacted UPS they said sender does not allow pickup point rediretion . Package was finally left in front of my appartement building in a unsafe area and got stolen.
Sent an email right awayonly got a robot answer. Tried to call, got a message we are closed for Hollidays without any date or reopening.
The Ordinary order was a great first time. First time a package was stolen , first time I used credit card complain.

I have purchased from The Ordinary for 8 years now and never once have I had an issue with delivery. Sometimes I make 4 or 5 purchases a year because my daughter also uses the products and my husband uses the caffeine serum. I use many products and love them. It is one of my favorite brands.

I placed my order (21511674) on August 11. The next day it was shipped via UPS. 10 days later I still didn't receive it. UPS tracking page stopped updating on August 18th with the message saying the sender's details are incorrect, therefore, package cannot be delivered. It says they need to be provided with the correct address to put the parcel out for delivery. I cannot do it on my end. This option isn't available for recipient. I cannot get hold of UPS customer support. I sent a message to The Ordinary support on August 19th to ask to handle the problem and so far got only automatic response that the message's been delivered and that someone will return to me shortly. I tried calling, the waiting time is too long to wait for someone to answer. The chat option keeps saying "no agents available" even though it's been 3 days that I try to connect with a real person at different times several times per day and within working hours of support team. So writing here is my last resort. Can someone please check what's happening with my package, provide UPS with whatever info they're missing, so I could finally receive my order? It's the first time I buy directly from The Ordinary and, frankly, the experience is not great so far. I do like your products though. I've been impatiently waiting to test new products I bought, specifically, the niacinamide powder. I know it will be taken off market soon. I thought I'd try it and will have time to bulk buy it before it disappears, now I start thinking if I will ever be able to test it at all.. So, please, can someone look into it?