The Ordinary Reviews 740

Actually 1 star is too generous for this lousy website. I TRIED to take advantage of the discounted items, grabbed a free gift and couldn't checkout.. when it finally let me I couldn't use PAYPAL as the link would not open.
TRIED chatting with the chat who cannot progress as there are no humans to chat with me and then closes the chat!I tried the chat on Sunday and twice on Monday during the day.
On the seventh attempt my items are now full price as I have missed the sale.
Thank you for wasting my time. Such a shame as the product is fantastic and the NIL customer service is pathetic.

My review keeps being removed.
I purchased the anti-aging duo from Ticktok shop.
After one use it left MY SKIN RED, HOT AND BADLY BLISTERED.
The ordinary ask me to fill in a questionnaire so they could look into this. The next day their response was ' sorry this happened, discontinue using it but we accept no responsibility '

Im not the only one who has such a reaction, but they having reviews removed.

Something went wrong with my order and they fixed it within a week. I was first a bit annoyed because I find the return policy quite complicated compared to other big webshops but within a week I got a refund and I didn’t have to go through the hassle of returning the products that I didn’t order. I’m very satisfied with their solution and the customer service. I will definitely continue ordering there.

Order not received tracking shows it was left in an unsafe place without consent, contacted them bit no reply paid more than £100 this is horrible order number 22389328

In the last few weeks I’ve built up and started a skincare routine to help with my oily/blemishprone skin.

There is a definite improvement in skin congestion/redness/pore size and texture. I purchased a full routine

- Glucoside wash

- Milky Toner

- Aloe2% & NAG

- Clarifying & Balancing

- Nicinamide 10% & Zinc

-Moisturiser & Beta Glucan

- SPF

considering the amount of products the price is very agreeable and improvement in my skin is noticeable and is improving day by day! Thank you the ordinary I will be purchasing again !

Difficult just to place the order and then once placed finally I received no confirmation email and not in my order history but the money was taken from my bank. Not sure if I should wait or just cancel with bank. I submitted a claim no response. I tired customer support and is no help as it says no person is available.

This is about customer service than the products. I had duplicate orders sent to me so i needed to return some products from the tiktok shop. I packed the order and sent to the locker and used the QR code they sent to me, a few days later it arrives at my house. I had to wait two weeks for a reply from the ordinary customer service saying they cant change the qr code and to speak to tiktok shop support and they have also said they cant do anything. How can i send these products back so i dont lose£ 40.00?

I noticed there was a promotion saying that any purchase made before 14/11 would come with a free serum. However, when my order arrived, the gift was missing. I reported it to the team immediately on the same day I received the package (which was on the 16th).

On the 20th, I got a reply saying that if the item was missed in the shipment, I would need to make another purchase in order to receive the free gift. This doesn’t make sense, because I only bought everything before the deadline because of the promotion.

Just a reminder to everyone — make sure to double-check your orders. There seem to be quite a lot of mistakes and missing items.

It took awhile before their customer service got back on me, but as they explained it was during the sales period and as my problem was with their carrier UPS, I understand there is not much that they can do.

On the other hand, I like their products so I wish they would change their carrier so I could feel more comfortable while ordering from their website.

Ordered my items and they were ready for despatch a couple of days later, no update after that. Two weeks later after numerous attempts to contact them they still haven’t got back in touch and I still have no order. Fuming. I loved the ordinary now I will not be using their products on principle and I’ll also be spreading the word that they are a terrible company to deal with. Awful customer service.

***Update...customer service replied and following an investigation there seems to have been an issue with the courier. They were very apologetic and processed a full refund. They said if the goods arrive in the meantime to accept them as a gift. Very good customer service and follow up. Thus increasing stars from 1 to 3.
I placed an order on 1st November. It was scanned for departure from the transit company on 5th November. I still haven't received my goods but payment has been taken in full. I emailed customer service and just got an automated reply. I used to be a regular customer, but I won't be ordering again.

They have no customer service. Waiting for an order placed on the 31st if October, stuck in transit since 5th if November. Logged in 4 cases, no response. Tried the chat, you get the chatbot.
Probably scammed of 50+ euro. Stay away!

Was a bit concerned having placed my order before reading negative reviews. Although I’ve used the ordinary products for a while this was the first time I have ordered direct. Ordered 17th November, delivered 20th November by Royal Mail. Well packaged, delivered intact, exactly as I ordered, happy customer!

Where’s my order? I contacted the customer services by email and left the voice message, no one get back to me. The phone line does not work. Order created on 15/nov, UPS indicates that the order was delivered on 14/nov. I keep all the screenshots. Please explain. Furthermore, I have never received my order. I need a solution.

First of all, the order was left by the courier while I was out of the house and they signed with my name, despite me not being there.
I was lucky and found it so I opened it, only to see that inside the package one of the boxes was different than what I ordered and also empty! They sent me an empty box. I tried contacting them both with the form and on the live chat but the chat keeps saying no one's available (yesterday it made me wait for 5 hours and still didn't connect me to anyone) and they don't reply through emails. I demand either a refund or that you send me the missing product.

Edit: after this review, which seems to be the only way of contacting them, they sent me an e-mail asking if I wanted a refund or they could ship the item again. I asked for the item and it arrived today, all good. Nevertheless, I will not change my rating just because I deem it absurd to have to write a bad review to get ahold of them. Thank you for the item though.

Extremely disappointing experience. My order was marked as delivered, yet I never received anything. When I tried to reach out for assistance, the only replies I got were automated chatbot messages that didn’t resolve the issue. At this point, I’d rather pay more for a brand that values its customers and provides real support. I won’t be purchasing here again, and I definitely wouldn’t recommend it to anyone.

I recently ordered the foundation, (oops I think poss. from Boots), anyhow I am in my late 50's with dryish skin and darkish circles under my eyes (genetics), I really like this product, initially it looks like peanut butter but it goes on well (full coverage). I have tried other products and yes some of them can sting a little but they are acids, it's only momentarily, most beauty treatments at a salon sting a bit too.
Most of the negative reviews here seem to be for customer service and items not being delivered, but the products themselves for the money are some of the best on the market.
Over a few weeks there has actually been a difference in my skin (for the better).

I have being a customer for a few years. A few great products that I repurchased many times. This time I ordered 15 products and got the package delivered to me in the worst state I have ever seen a package. Only I got only 10 out of 15 products. There is no one product with intact packaging. Everything has been pulled out of the package and looks dirty. One of the bottles were broken, when I opened the package the broken glass cut a bit my finger.
I don't know how is that possible to pack things like this. Almost like they hated me for buying too much and decided I shall not receive what I bought entirely.

Ordered and was supposed to receive a complimentary moisturiser. I swear this was in my basket but has mysteriously disappeared and not been received. Customer service inaccessible and therefore may as well be existent. When is a bot ever useful. Have been a customer for a number of years but I feel scammed and will now not use this company again.

On November 12th, I placed an order but have not received any confirmation email. The order also does not appear in my account, yet the payment has already been deducted from my bank account.

I have since tried to contact customer service, but it seems nearly impossible. There are only two options available: chat or phone. Through the chat, I have been receiving the same automated message for three days now: “Apologies, there are currently no agents online to support. Please return later or submit a case and we’ll get back to you as soon as we can.” Calling the customer service number doesn’t help either, as I am informed that no one is available to assist.

I am therefore left with no other choice but to reach out through this platform. Could someone from The Ordinary please contact me to resolve this issue?

Edit November 16th:
It’s is now 3 days after the reply and still no one contacted me to solve this problem. Can someone please contact me on Monday 17th? This is absolutely not okay.