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Business Profile

Skin Care

Deciem HQ

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Skin Care.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:27/11/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been repeatedly trying to make purchases on both Deciem sites, ***********.com and ****.com over several days. I continue to get an error message. *** ********* This has happened at least 20 times over several days. I cleared cookies and used different browsers and still received the error message. I searched online and see this is a common issue when the products are out of stock. Today, 11/25/24, I contacted customer service and was met with a very rude representative that told me my bank was the issue even though is a common issue. She refused to help, and essentially told me she was telling me what I wanted to hear even if it wasn’t true. I’m appalled and can’t believe a company this size has these type of technical/********** out of stock issues as well as ****, ************** customer service representatives.

  • Initial Complaint

    Date:20/03/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Placed an order in the beginning of February, received the order, returned the order, DECIEM received the return on February 28th, no refund has occurred and it is going on 1 month since return. Multiple attempts at contact and no response has been received.

  • Initial Complaint

    Date:05/02/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased an online gift card over a month ago. The money was charged to my credit card but the gift was never sent. I’ve submitted multiple complaints, left voicemails and tried contacting them on social media. This is pretty outrageous. I’d like my money back.

    Customer Answer

    Date: 29/02/2024

    I received the e-gift card from Deciem, so this issue is now resolved. Thank you! I will say though, it took 2 months to get a response from them even though they took my money. Extremely concerning.

    Best,
    *******

  • Initial Complaint

    Date:26/01/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Placed an order at ******** but never received a package more than two months and reached out to them via phone call, emails, and ******** page. An agent reached out to me promising that she will take care of it but never heard anything since then. This is a pathetic company and do not have any form of customer service as well. ORDER ******** Order Date: 11/25/2023 EST ORDER DETAILS The ******** - Hyaluronic Acid 2% + B5 - - 60ml 60ml x5 78.50 USD -18.05 USD The ******** - Ethylated Ascorbic Acid 15% Solution - - 30ml 30ml x5 100.00 USD -23.00 USD The ******** - Niacinamide 10% + Zinc 1% - - 120ml 120ml x3 59.70 USD -13.74 USD The ******** - Natural Moisturizing Factors + HA - - 100ml 100ml x1 13.50 USD -3.11 USD SHIPPING OPTION: Standard Shipping 0.00 CURRENCY USD MERCHANDISE SUBTOTAL 251.70 SHIPPING & HANDLING 0.00 DISCOUNTS -57.90 Sales Tax (10.00%) 19.38 GRAND TOTAL 213.18

  • Initial Complaint

    Date:08/01/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.

     Order # ******** Date 11/29/23 Paid $49.59-bought during a sale, full price $83.50 Never received a tracking # now link for order is dead My first msg was to find out if order was delivered &/or the tracking number because I pkgs (from other retailers) delivered to my home between the dates of 12/9-12/12 were stolen from my apt mailboxes & I’ve had everything fixed from those companies over 14 days ago (as I went&purchased a *** box so that its impossible for any pkgs to be stolen fr m now on) Now I have tried emailing the ordinary/deciem (many times), messaged on *****, calling them (many times), & commented on posts on their ***** (many times) about needing someone to get back to me about my order so I can find out what’s going on with my order in general, & find out if it was delivered because if so I never got it & I need it to be resent. Yet I have not received any response from a person& if looking at the full timeline of order its been over a month since I placed order& I’ve been messaging them since the week of 12/9/23 I understand about the holidays&that they had big sale during Black Friday & I know that Xmas & New Year passed & am sure they had a huge influx of orders & an equally large influx of those same customers needing to get a hold of them; but the fact that I have yet to receive any response from any of the routes that I have tried is completely unacceptable. I want the items that I ordered & to be compensated for this headache. I placed many orders with many other comps recently&have never felt so completely disregarded as I have with The Ordinary/Deciem. This treatment is entirely unacceptable & their support for their phone services has been shut off from the 12/13&will be til 1/8per their website they say due to holidays but on same msg it says that during that time, excl week from Xmas-1/2 they will still be replying to emails and everything else but not phone services…truly outstanding¬ in a good way.

     

  • Initial Complaint

    Date:02/01/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    on 11/15/2023 i made a purchase from “The Ordinary” aka Deciem. They said they delivered the items. A package was NEVER delivered. There’s no record of it being delivered. I contacted customer service and have yet to here a response almost two months later. * ***** * *** **** **** *******. At this point I just want my money back.

Deciem HQ is NOT a BBB Accredited Business.

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