The Ordinary Reviews 734

After ordering a product a tracking number was provided, but more than one month after order was made and product had not arrived the tracker seems to have become "stuck" on IN TRANSIT.
The "Contact Us" address does not work (invalid address).
I then replied via the order confirmation email and did not receive a reply to that.

This company appears to be a fraud !
DO NOT BUY FROM THEM.

The products are 5 stars brilliant value nice to use and proven to work on my skin. I ordered 3 weeks ago, nothing arrived, I used the chat it to try and track my order but had no contact from a human until I left a one star review here. I am now giving 3 stars because the products are promised to be on the way. Hopefully next time they will arrive on time and I can give the 5 stars the product deserves.

I needed a refund but they have a bad customer support

Update: I finally got a refund only after calling customer service again.

I ordered multiple items from the ordinary website and the box came soaked. Upon opening, one of the item was broken and leaked all over. It appeared that the items were just wrap with tissue paper and were not secured with foam or bubble wrap. There were tiny glass pieces all over the other items. Customer service were hard to get ahold of. Made a case from AI bot chat, a customer service rep emailed asking for photos. Emailed them back with photos and never heard back. I emailed 2 times after that and no response. I called and finally got a hold of someone and told my case. According to her, it’s not their responsibility but the shipping company’s responsibility. It should have been packed properly to secure items. It’s been 3 weeks and no response whatsoever. I love the ordinary products but in this case, I think I will find similar products somewhere else. Dissatisfied and would not recommend.

I am extremely disappointed with my experience. In March 2026, I received a bottle of Volufiline that appeared to be defective. Upon opening a brand-new product, I found unusual debris and residue around the bottle opening, and during my first use I discovered material on my face that I had to remove with tweezers. I immediately stopped using the product, documented the issue with photographs, and reported it to the company.

What followed was nearly three months of frustration. I was repeatedly told that my case would be investigated, yet I received conflicting information and was informed multiple times that my case had been closed. I followed all instructions given to me, including contacting Customer Happiness and providing photographs and details of the issue. Despite doing everything requested of me, I was left chasing updates instead of receiving a resolution.

To make matters worse, I was the one who had to reach back out to the manager assigned to my case because no one was providing updates. When I contacted her, she asked whether I had received the replacement product. I told her that I had not and explained that the company kept closing my case. She told me she would look into it, but I never heard back from her again.

After nearly three months of delays, poor communication, broken promises, and no meaningful follow-up, I was still being directed back to Customer Happiness instead of receiving a proper resolution. At this point, I have completely lost confidence in the company. My disappointment is not only with the defective product but also with the way this matter was handled from beginning to end.

Customers deserve better when reporting a product defect and safety concern. Based on my experience, I can only say that this has been one of the most frustrating customer service experiences I have dealt with.

When they bother to communicate its with "no reply' address. I was asked to change to relai point.: annoying but i agreed. STILL NOT RECEIVED. I do not recommend using this company . Avg products. Over priced . No communicatio . Long delays will i even receive my order?
. .

I have been using The Ordinary products almost exclusively for many years now. Hands down the best products on the market at unbeatable prices.

The shipping is always great and any time I’ve been in a store, the staff have been helpful and friendly.

All these negative reviews I see here on TrustPilot are shocking to be quite honest, and seem to have little to do with the products themselves. Do yourself a favor and switch to The Ordinary. At these prices you have nothing to lose! My go-tos are the Niacinamide, Growth Factor, Retinol and Squalene.

I ordered on 25th April, product was returned to sender on 5th May, I'm still waiting for either a refund or the products. I live in Ireland and since experiencing this now see this happens all the time. I'll never order from them again, they're impossible to reach and still have my money and my products. Do not purchase from them if you live outside the UK especially.

Case number: 02382601

Really disappointing experience with The Ordinary's customer service after their Battersea popup.

I was given a coffee cup at the event as part of the popup experience, but the lid was fused to the base and the cup is completely unusable. I reached out via their Instagram chat to ask about a replacement, filled out the contact form, and received an automated email saying a human would be in touch soon. Nearly two weeks later, I have heard nothing.

I've also tried their website chatbot more than once, and every time it claims to be connecting me to a live agent it simply disconnects me with no explanation.

I understand the cup was a free gift and they are under no obligation to replace it. But this whole experience has shown me how poor their customer service is, and it has genuinely put me off buying from them in future. The popup was clearly meant as a marketing exercise to bring in new customers, but it achieved the exact opposite. It's really a shame as I have bought from them for many years.

Edit 30/5: while they did contact me to follow up and I sent a video with evidence of the problem, the ordinary now hasnt gotten back to me again and it's been a week.

Edit 11/6: the issue was resolved, they sent two items to me as a goodwill gesture for the defective cup and for the wait. This has been greatly appreciated, however I'd still hesitate to order from them due to the very slow customer service (took a month to get a resolution), and I believe, to get a proper response from them you have to either write a trustpilot review or comment on their instagram. It is really unfortunate as they seem to care a lot about the brands image rather than the customers being happy. I'd recommend ordering from an alternative website than The Ordinary's as it seems hard to get in touch with someone should something go wrong.

Delivery through UPS - the usual, "We were unable to deliver your package." - and then no sms/email notification with the pickup point - the order goes back to sender. Chatbot asks if the order was made on the site (yes, and i supplied the order number), then tells to use the contact form, no agents available, contact form says: "This service is currently unavailable. Please try again later." - OFC, after you fill everything in and click "submit." Really, how can you break an email form? Leaving aside the fact that you have to fill in ALL your details even while being logged on the site as a member. Never buying again.

My order #23847901 was marked as delivered, but I never received it. The USPS tracking status says: “Delivered to Returns Agent or College/University for Final Delivery,” which does not clearly confirm delivery to me.

There is no photo proof, signature, or confirmation showing who actually received the package or where it was delivered.

I contacted customer support and was told the case had been escalated for further review, but after more than 3 days I still have not received any update or response.

Given the lack of proof of successful delivery, I would like a refund for my order.

Feedback for Spitalfields Shop 9th May,2026

The staff at the Spitalfields shop are doing a great job - super experienced and pleasant!

One thing I noticed: the old red table in the middle of the shop looks a bit ancient and doesn't quite match the shop's vibe. If you're attached to it, maybe consider giving it a fresh coat of paint to bring it up to speed?

Been to the bham selfridges stand 3 times in the past week and no one’s ever there to help. I wanted advice with what to buy but no one could help me and said they dont know the products. When I went on sunday i was told no one had been there all day and the same thing happened a week ago when i went and today i was told no one knew where the people that worked on the stand had gone…. Decided to go to elsewhere as its a massive waste of my time

I ordered products worth $165.63 on April 25, 2026. On April 27 I received an email that my order was shipped. I notice that when I open the tracking it directs me to DHL and there’s another local tracking which is USPS. Today April 30 I saw that my package is out for delivery. On USPS website it was marked as delivered but on DHL its still out for delivery. I went outside as soon as I saw that it is marked as delivered in USPS but there’s no package outside my apartment. I am writing this to get a refund. Later in the day both of them marked as delivered no proof of delivery no package found outside. I just want my money back. Order number: 23728380

Recieved my order today, one bottle smashed and all the other boxes soaked and sticky I have emailed and used the online form but it keeps gettIng rejected. worried this is a scam to get a refund or replacement.

I placed two orders with The Ordinary, and unfortunately, one of the packages arrived damaged with broken bottles inside. I submitted a support request through their website, but even after 48 hours, I have not received any response.

Additionally, their website chat is very frustrating. It repeatedly says that I will be connected to a customer representative, but no one ever joins the chat no matter how long I wait. There is no follow-up on my request either.

I used to enjoy using The Ordinary products, but sadly their customer support is extremely disappointing. This experience has seriously affected my trust in the brand.

* After I posted my complaint here, the company contacted me and resent the damaged products free of charge, which I appreciate. However, the delivery took far too long. This is not my first order from the UK, and I have never experienced such a long delivery time before as with you. I strongly recommend changing your shipping provider — even walking it over would be just as fast. Improving your customer support would also prevent customers from having to escalate issues this far. Thank you.

No problem on delivery and the products have improved my skin. Looks like most of the bad complaints are originating with delivery or wanting free gifts. The prices are very reasonable. Pay for what you want. That's the way it works.

Fantastic first time experience with this company all round. I purchased the multi peptide copper serum and the rose hip oil which arrived the day after I ordered. Package also contained a free gift - a full 30ml Phyto- Ceramides moisturiser (unlike the micro size free gifts from most companies that only are eligible after spending £50 and above..)I'm old enough to have tried many brands of skincare through the years from top end to budget but the combo of these 3 products have been amazing for my skin - moisturised, nourished, firming... best results ever. I've had no need to contact customer service so can't comment but to get 24 hour delivery, affordable price, full size free gift and excellent quality - what's not to love? Plus the fact they're totally vegan and not tested on animals (v important for me) Well done The Ordinary, I'll be back!

I love there product and the site it self. It is clear what you can use together and what not to use together. With there new ai tool I can ask my questions. Because the tool is new it does not always have an answer and sometimes it ask the same question again. But it is new and I believe it will get better with time.

I like that te product are simpel en the price is perfect for me. I use product from the ordinary sinds 2020 and it helps with my acne.

The shipment from the site is good. I never had any issues and hope that it will stay that way.

I ordered from look fantastic so I don’t know much about the customer service or delivery but I can say that I think their products are great! My skin looks so much better since using them, it’s only been about 2 weeks but I’ve really seen an improvement. I ordered the glycolic acid toner, hyaluronic Acid, smoothing skin barrier support serum, azealic acid, ectoin and lipid ultra light moisturiser and I love them all