As I have been telling you about the horrible experiences we have had in Porto for so long, I thought it was worth talking about this company that has a wonderful policy and customer service.
This company was born with the idea of making good quality skincare products accessible to everyone.
I discovered the brand in 2020 when I started having acne problems and getting Botox. This year I completely changed my skincare routine and started using The Ordinary products.
Important things for me about the brand: they are vegan products that are tested on humans, they are anti-consumerism, so they lower the prices of their products for a whole month, so people don’t go crazy overbuying during Black Friday.
Also, they ask you to plan your purchases ahead of time because delivery will arrive in a humanly possible time, the opposite of Amazon.
I love the brand’s website because of the extremely detailed description of each product.
Now let’s get to the best part: customer service.
First, when you send a message, they tell you that you will receive an answer in a “humanly possible” time.
From what I understand, the customer support team does not have rotating shifts, nor do they work at night, nor do they work on the weekend. For me, although I won’t get an immediate response, it’s a good thing.
Those of us who have worked in customer service know that schedules and shifts are designed so that people cannot have a normal life since each week you have a different schedule so you cannot have a fixed routine of sport, errands, social life, hobbies, etc.
Since I’ve been there, I appreciate that the people who are going to attend me aren’t disgusted by working inhumane rotating shifts.
On several occasions I have written asking for information on how to organize the routine with the products I want to use, and they sent me a super detailed and well-elaborated routine. Always making it clear that they are not dermatologists and that, if I have any skin problems, I should first consult a specialist.
The last time I wrote I was offered a new product based on my “skin concerns“, which means that the person who attended me took the trouble to check my contact history.
I have also contacted them on a couple of occasions because, as everything in Porto works badly, the carriers do what they want with the packages.
They always responded with incredible politeness and apologized for the inconvenience. Most importantly, they solved the problem immediately.
I can say that, so far, it is the best customer service I have come across.
Hello, last year I placed 3 orders from the ordinary for their Black Friday and none of them have arrived. l’ve written numerous times with no response. A very disappointing and frustrating experience. Looking at their Instagram page you can see in the comments that it is a frequent problem. The problem isn’t that they don’t get back to you immediately, they don’t get back to you at all! So clearly they are extremely understaffed, which means the workers are probably extremely stressed out.
Oh I am so sorry for that. I did check the IG account and I can confirm what you are saying. I have never had problems with them and nowadays it is rare to find a company that doesn’t cause problems haha. I hope you already got your money back and if not, you should make a claim at the consumers office.
Thanks for reading the post and taking the time to comment 🙂