The Ordinary is a skincare brand under the Deciem umbrella that offers clinical formulations with a focus on functional beauty. The company provides direct-to-consumer skincare products featuring active ingredients at accessible price points, with transparent labeling of concentrations and formulations. Their business model emphasizes education about skincare ingredients and simplified product selection based on specific skin concerns.
Reviewers generally express satisfaction with The Ordinary, highlighting the high-quality and affordable skincare products as a major strength. Many customers appreciate the knowledgeable and responsive customer service, which often provides personalized recommendations and proactive communication regarding order issues.
However, there are notable complaints about inconsistent customer support experiences, with some finding responses to be generic or unhelpful. Additionally, packaging concerns arise, as one customer reported leaking bottles due to inadequate packaging, although the company did replace the items. Shipping delays and a confusing return policy also contribute to mixed feelings among consumers. Overall, while there are some areas for improvement, the positive feedback on product quality and customer service prevails, leading to a favorable sentiment.
Summary generated with AI from recent reviews
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Skincare.
| Company | Overall | Legit | Trend | Reviews |
|---|---|---|---|---|
| — | 0 out of 100 | — | 0 | |
| 4.8 out of 5 (good) | 100 out of 100 | −2% | 1,000 | |
| 4.8 out of 5 (good) | 100 out of 100 | +1% | 381 | |
| 4.6 out of 5 (good) | 100 out of 100 | — | 145 | |
| 4.9 out of 5 (good) | 100 out of 100 | — | 145 |
12 reviews of Theordinary.Deciem. Filter by what matters to you.
7 months ago
Their products are great but I've had inconsistent experiences with customer support. Sometimes they're very helpful, other times responses are generic and don't address my specific concerns. Overall... See more
7 months ago
The Ordinary has completely changed my skincare routine. Their serums are effective and affordable, and I appreciate their transparent ingredient lists. Customer support answered all my questions abou... See more
7 months ago
The variety of products they offer is impressive and the scientific approach to skincare really appeals to me. Customer service is responsive when I have questions about ingredients.
7 months ago
Love their skincare line and the prices are unbeatable. However, their website tends to be really slow during sales and sometimes crashes. The checkout process could definitely be improved.
Quick answers to the questions people ask most.
The Ordinary is a skincare brand owned by Deciem that offers clinical formulations with integrity. They provide effective skincare treatments at accessible prices, focusing on transparent ingredients and straightforward product names.
The Ordinary products are available through their official website, Deciem stores, Sephora, Ulta Beauty, and other authorized retailers. You can also find them at select pharmacies and beauty supply stores worldwide.
Customer service hours vary by region and contact method. You can reach them through their website's contact form, email, or social media channels for support with orders and product questions.
Yes, The Ordinary ships to many countries worldwide through their official website. Shipping options, costs, and delivery times vary depending on your location and selected shipping method.
The Ordinary typically accepts returns within 365 days of purchase for unopened products. Opened products may be returned within a shorter timeframe, and specific terms may vary depending on where you purchased the item.
You can contact The Ordinary through their website's contact form, email support, or social media channels like Instagram and Twitter. They also provide detailed product information and FAQs on their website.
No, The Ordinary and Deciem do not test on animals and are committed to cruelty-free practices. They also do not sell in markets where animal testing is required by law.
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
Their products are great but I've had inconsistent experiences with customer support. Sometimes they're very helpful, other times responses are generic and don't address my specific concerns. Overall satisfied though.
The Ordinary has completely changed my skincare routine. Their serums are effective and affordable, and I appreciate their transparent ingredient lists. Customer support answered all my questions about product compatibility promptly.
The variety of products they offer is impressive and the scientific approach to skincare really appeals to me. Customer service is responsive when I have questions about ingredients.
Love their skincare line and the prices are unbeatable. However, their website tends to be really slow during sales and sometimes crashes. The checkout process could definitely be improved.
When my order was delayed due to a stock issue, they proactively contacted me with updates and offered alternatives. Really appreciated the transparency and communication throughout the process.
The Ordinary consistently delivers high-quality products at affordable prices. Their customer service team is knowledgeable about skincare and always willing to help with product selection. Shipping is fast and reliable. Highly recommend!
I've been ordering from The Ordinary for over a year now and their customer service is consistently excellent. When I had an issue with a damaged product during shipping, they replaced it immediately without any hassle. The products always arrive quickly and well-packaged.
I had specific questions about which products would work for my sensitive skin, and their customer care team provided detailed, personalized recommendations. Very impressed with their expertise.
Been a customer for 2 years and never had any major issues. Their products are consistently good quality and reasonably priced. Shipping is usually on time and packaging protects the products well.
Products are good quality but my last two orders took much longer than expected to arrive. Customer service was helpful when I reached out, but the delays were frustrating.
The skincare products work well for me, but I had trouble understanding their return policy when I needed to exchange an item. The process was more complicated than it needed to be, though they did eventually resolve my issue.
Usually happy with their service but my recent order arrived with two bottles leaking because the packaging wasn't secure enough. Customer service did replace the items but it was inconvenient.
The Ordinary provides general product guidance through their website and customer service team. However, they recommend consulting with a dermatologist or skincare professional for personalized advice regarding specific skin concerns.
The Ordinary typically accepts major credit cards, PayPal, and other secure payment methods through their website. Available payment options may vary by region and retailer.
Many The Ordinary products are formulated to be gentle, but individual reactions can vary. They recommend patch testing new products and consulting their product descriptions for specific ingredient information and usage guidelines.
The Ordinary is a skincare brand under the Deciem umbrella that offers clinical formulations with a focus on functional beauty. The company provides direct-to-consumer skincare products featuring active ingredients at accessible price points, with transparent labeling of concentrations and formulations. Their business model emphasizes education about skincare ingredients and simplified product selection based on specific skin concerns.
