theordinary.com Reviews
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2.1 / 5
Average user rating
700
Total reviews
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We aggregate and refresh feedback continuously so you can gauge real customer experience and service quality for theordinary.com.
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theordinary.com Reviews
Read real experiences from customers of theordinary.com.
Brands may not incentivize or pay to hide reviews.
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cathie curran
March 24, 2026
confusing
confusing, too strong, caused peeling and flakiness
Jen
March 13, 2026
So far so good
Ordered some products at the end of last week and have already received them, which is great considering they had to come to Ireland. Was recommended them by a friend to help with redness and uneven skin tone. I hadn't done much online research so was surprised to see such a low score. Seems to be more about customer service than the products. Early days in my new skincare routine but, so far I'm liking the feel of the products and I'm feeling optimistic.
Paula Sierra
March 3, 2026
Excellent results
I actually love the product results especially Niacinamide
Danil Sinnathurai
February 27, 2026
After doing some research about toners…
After doing some research about toners and brighters, TO came on top! Ordered right away! I couldn't be happier!
MSJACKIEBROMLEY
February 19, 2026
I used the ordinary hyaluronic acid…
I used the ordinary hyaluronic acid serum and it was lovely no problems at all. I then decided to purchase their niacinemide 10% + zinc 1% and after just 3 days my face and neck was burning quite badly and I had red patches in places. I received a questionnaire from the ordinary asking how I was getting on with this product, as soon as I mentioned this product had burnt my face and neck, their questionnaire suddenly disappeared, gone! This says it all, they don't care and they're only interested in taking our money and looking for 5 🌟 ratings. I won't ever buy from them again and in fact I now purchase my skincare from Holland and Barrett, excellent products and excellent customer care service, I now have beautiful skin and I'm very happy indeed 😊
naomi allen
February 10, 2026
Customer service is terrible
Customer service is terrible. Takes forever to get back to you, if at all. They don’t care and will fill the email with emojis to make it feel more fun while they tell you nothing about your order. I made a large order for a birthday gift, for someone who had never tried their products but wanted to based on my recommendations. The order never arrived and the ordinary told me it was because of bad weather. It’s been sunny and warm here for the entirety of winter. I have received other orders from other companies with no issue. The ordinary basically told me to kick rocks. Did not offer to replace my order or find out where it went. Won’t order from them again.
Sophie
February 6, 2026
Poor customer care
Raised a delivery issue where my parcel was not delivered. Was given the option to resend the parcel or be given a full refund. I opted for a new parcel and was told new delivery details would be given and 'a new order number shortly.' I have since received no further correspondence since 09/01/2026 and have had to raise the issue again 06/02/2026. I will take my business elsewhere going forward.
Ngoc NguyenTranBao
February 4, 2026
Refused to discuss and avoided customer!
I ordered three products on The Ordinary website, but I later realized the delivery time is longer than my vacation time in the USA, so I requested to cancel my order (5 hours after my payment). I believed that they had not processed my order yet, which is why I requested to cancel, so they would not have to ship them. However, they rejected my request. I then had to email them to explain the issue. Their advice is to return the package if I am not willing to keep it. When I tried to contact them for the return process, they completely ignored and avoided me. I submitted two contact forms (I received the confirmation on my submission as well), used their live chat during working hours (they said no people available all the time), and sent them an email, and below is what I received:"Title: We're sorry! We didn't get your email :-(Hi :-)Thank you for getting in touch. Unfortunately, this email address is now out of service. Would you be able to fill out one of our contact forms here: "#their website link". We promise it only takes two minutes, and then we have a bunch of lovely humans ready and waiting to deal with your query.Hopefully, speak to you soon,DECIEM Customer Happiness Team"We, as adults, all know that the DECIEM supporting team is looking down on the customer at this point. I am trying my best to be polite and nice to you, but I don't think this is what I should be received as a customer. I wish to hear more about your viewpoints on this situation.
Emmanuel D.
February 3, 2026
I like the product, but the customer service is zero-star.
My parcel was marked as “delivered” by Royal Mail on 27 January. By “delivered,” I mean it was left unattended in the ground-floor foyer of my apartment building — no concierge, open to anyone passing by.When I reported this to Customer Service, they claimed to have “investigated” and then told me that because Royal Mail marked it as delivered, it was now my responsibility to chase Royal Mail myself. This is unacceptable.You are the seller and the shipper. I paid for postage. It should not be the customer’s responsibility to resolve a missing parcel caused by the courier you chose. This should be covered under Royal Mail’s lost parcel process, which you should be handling — not passing the burden to the buyer.Very poor customer service and a complete lack of accountability. I regret not reading the Trustpilot reviews before placing my order.
Angie
January 28, 2026
Issues with assembly line and company did not help resolve the issue
Ordered the Mini Icons Set from Boots.Unfortunately The Ordinary assembly line missed the Hyaluronic Acid 2% + B5 bottle in the box.Sent a complaint to the company and that state they cannot offer a refund or replacement as it was purchased from them. This makes no sense to me because the fault came from the person in their assembly line who didn't put the product in the box? All I asked was for the missing bottle to be sent and they said the same thing.Will not be buying from them again.
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