The Ordinary. DECIEM The Abnormal Beauty Company image

The Ordinary. DECIEM The Abnormal Beauty Company

Shopping center

😠 I’m a long time fan and buyer of the ordinary brand and their excellently trained super knowledgeable staff. I usually go to their distillery district or queen st. west locations and have had nothing but positive experiences there. Unfortunately the same can’t be said for my experience at their Bay... People often mention products, staff, store, location, skin, love, service, experience, product, Erica,


Address

1240 Bay St. #113, Toronto, ON M5R 2A7, Canada

Website

www.deciem.com

Contact

+1 647-558-0607

Rating on Google Maps

4.30 (313 reviews)

Open on Google Maps

Working Hours

  • Monday: 10 am to 6 pm
  • Tuesday: 10 am to 6 pm
  • Wednesday: 10 am to 6 pm
  • Thursday: 10 am to 6 pm
  • Friday: 10 am to 6 pm
  • Saturday: 10 am to 6 pm
  • Sunday: 11 am to 6 pm

Featured Reviews


Frequently mentioned in reviews: products (53) staff (30) store (30) location (21) skin (20) love (18) service (17) experience (17) product (14) Erica (13)
Reviews are sorted by relevance, prioritizing the most helpful and insightful feedback at the top for easier reference.
  • 2/5 AL 4 years ago on Google
    Great products, but I’m here to review the service. It makes a HUGE difference whether people come back or not, and the service the day I was here was seriously lacking. No one greeted me when I entered (but they greeted others?), and it would have been helpful if they 1. Acknowledged that I entered with eye contact 2. Asked if I needed help 3. Helped me decide on which products to get by explaining a few products. While I appreciate that they aren’t overbearing and constantly coming over to ask I need help, I got the opposite vibe instead. Again, the products are great, but the lacklustre service makes me not want to return to this location. I so wish I had had a different experience here.
    3 people found this review helpful 👍

  • 1/5 Benji B. 1 year ago on Google
    I’m a long time fan and buyer of the ordinary brand and their excellently trained super knowledgeable staff. I usually go to their distillery district or queen st. west locations and have had nothing but positive experiences there. Unfortunately the same can’t be said for my experience at their Bay Station location. The staff there was rude and didn’t seem to have the time to help me locate any items or answer any questions after a friend of theirs entered the store with their dog. I love the brand and their products but this location needs to step up their game and make customers feel like they’re going somewhere they feel welcomed in.
    3 people found this review helpful 👍

  • 1/5 Emma K. 8 months ago on Google • 4 reviews
    Not sure why this shop has been said the best shop of The Ordinary, so i went to visit today. I have been using their products even in my home town 3 years ago until now, not friendly staff (both of them). 8 July around 4pm. They server well with white and western people but not really to Asian customers like me. I didn't feel comfortable and to be treat like this. PRODUCTS is extremely awesome but not today on shift staff surely. One of them were rude, excuse me, Canada is welcome new comers, but not everyone is fully understand what are the ingredients inside the products or special terms. Staff was not patient to me or explain to me. I definitely had a bad shopping experience in this shop, if you are Asian customers better to go other branches but not this one in Bay. Distrillery District branch may be a better option for you. Strange, the brand is from Canada. But why their service is like this? Definitely I won't go back to this shop or recommend anyone. I don't want my friends got upset like me. I will put on ZERO star if its allowed in Google review.
    2 people found this review helpful 👍

  • 1/5 Joanna L. 3 years ago on Google
    I was very disappointed with my curbside pickup experience. It was very snowy and windy outside and I had to knock on the glass for the staff to even pay attention or look over. Firstly, they did not even acknowledge me and did not come to the door to explain. They were just sitting there and pointed to the phone (I'm assuming, prompting me to call?) I then, called 3 times. They didn't answer, finally they answered on the 4th try. There was also another person there trying to pickup and she asked if she could pickup her order and the staff member then proceeded to quite literally shoo away the customer to step back and I quote "Give me some space". She wasn't even very close to the door otherwise. I love Deciem, and this is a very good location considering the are in Yorkville but I was so so so disapointed with the customer service. This is also very frustrating because the staff were sitting not working, sitting and on their phones talking. I most likely won't be coming to this location again, and I'm going to shop online.
    2 people found this review helpful 👍

  • 2/5 Janet L. 4 years ago on Google
    Staff attitudes need to change. I love the DECEIM products but not the staff. One person in particular whose name I don’t know really bothered me. They had this “ I’m better than you”, cold, uninviting attitude that makes you want to drop everything and leave. If you plan on working in customer service, you have to have a better attitude. Lucky I love your products.
    2 people found this review helpful 👍

  • 2/5 Nat H. 2 months ago on Google • 29 reviews New
    I have been using the ordinary products for the last two years and really like this company. Typically, I try to research the products and go in and pick it out, but this time, I wanted to see if I could get a recommendation instead because I wanted to try something new and was too lazy to go in with thorough research. I found that the sales associate that helped me was really nice and welcoming but I don't think they are knowledgeable. I was looking for an antioxidant that isn't too strong because I have fairly sensitive skin. I was recommended the ferulic acid and resveratrol product, which says "high potency" on the package - the opposite of what I asked for. I know it's my fault for purchasing and not taking care to read the packaging, but I wanted to have a quick in and out experience and trusted the sales associate. When I patch tested the product, I got a burning sensation which I'm not happy with. I'm pretty sure the person helping me was a new employee because when I was at the checkout, I overheard them speaking to their colleague saying that "it's nerve-wracking" (giving recommendations to customers, presumably). I think that the training process should be improved so that they are more knowledgeable and confident in their recommendations (along with a policy to vent to their coworkers in private and not a meter away from customers lol). Maybe a more experienced employee should have been there to help support this newer hire who may not have an extensive knowledge of the products *yet*. I'm glad this person told me about the return policy though, because I definitely will be using it.
    1 person found this review helpful 👍

  • 5/5 Jessica K. 6 years ago on Google • 24 reviews
    Clean and simple decor. Very knowledgeable and patient staff. Came here for a special event 25% off and fell in love with the products. Low prices making it easy to try out and mix and match their products
    1 person found this review helpful 👍

  • 5/5 The Royal P. 7 months ago on Google • 64 reviews
    I really want to thank Erica for an absolutely amazing experience. I came to the store wanting to create a regime for my skin, and Erica was really able to pinpoint, advise and provide me with a few suggestions. Erica is extremely knowledgable, very helpful and very sweet.

  • 5/5 Mona A. 1 year ago on Google • 7 reviews
    Had a wonderful experience there. Leo has been very helpful also he is very knowledgeable. He helped in identifying the items i need and placing a daily skin routine for me. Would definitely recommend their products and this store specifically!
    1 person found this review helpful 👍

  • 1/5 Supriya K. 5 months ago on Google • 4 reviews
    Customer service was pretty terrible. They were so rude when I asked questions about the Niacinamide serum. I was planning on browsing and picking up a few products but just bought that one bottle and left because the staff made me sooo uncomfortable!
    1 person found this review helpful 👍

  • 1/5 Joanne G. 3 years ago on Google
    I love the ordinary products. However, the staff are very unhelpful, as well as not knowledgeable even when it comes to THEIR policy and procedures, specifically pertaining to Covid.
    1 person found this review helpful 👍

  • 5/5 jessica 4 years ago on Google
    Visited the store with my mother today and had a wonderful experience! Leo was super helpful and knowledgeable. He answered all our questions clearly, and even wrote down a regimen for my mom! 10/10 would recommend.. ask for Leo!
    1 person found this review helpful 👍

  • 4/5 dilshan k. 4 years ago on Google
    Great products . Very affordable . Staff looks like they don’t want to help you .
    1 person found this review helpful 👍

  • 3/5 S R. 4 years ago on Google
    Their products are amazing but the staff at this location isnt as good as distillary's location, staff here is lousy and unattentive. Plus this location has way too less variety than the distillary location.
    1 person found this review helpful 👍

  • 4/5 Durr-e A. 4 years ago on Google
    omg such a cute location i just can’t even get over it. the staff for deciem i’ve realized are not as educated in the brands as they should be. a worker there couldn’t even tell me what i should use for my acne scars other than niacinamide by TO. but i love the vibe here
    1 person found this review helpful 👍

  • 1/5 Phuong L. 4 years ago on Google
    The products are great, but the staff’s attitude make me feel like they don’t love their job and customers 😏
    1 person found this review helpful 👍

  • 1/5 Jordan L. 4 years ago on Google
    I wanted to repurchase DECIEM's virgin marula oil because I love it so much. It hydrates my dry skin and looks amazing under makeup. When my friend and I entered the Bay Street location , there were two employees standing behind the cash registers. We were the only two customers in the store at that time. We weren't greeted immediately but shortly after. It was kind of awkward. It felt as though my friend and I were an inconvenience to these two employees. None of them asked if we needed help or gave us information on the products we were interested in. I completely understand if some customers do not want to be approached by sales associates but my friend and I wanted more information on some DECIEM products that we never tried before (i.e. advice, benefits of the specific product, what product is best suited for which skin type, etc). I don't know if the employees were having a bad day or something but I just felt very uneasy and judged after leaving the store. I will definitely be visiting the Distillery District location the next time I need to stock up because my experience was 10x better at that store.
    1 person found this review helpful 👍

  • 2/5 Layan M. 1 year ago on Google
    I absolutely love this brand and had great experiences at other locations. I recently visited this location with my friends eager to purchase products. It felt like I had to beg the employees to talk to me and give recommendations. I had to approach them first despite the fact that I was the only one in the store. One of them was super nice the other two were just standing and staring at me. They need to step up their customer service game!
    1 person found this review helpful 👍

  • 5/5 L. *. 2 years ago on Google
    Came into store to purchase foundation and was pleasantly surprised at the high level of customer service skills, professionalism and integrity of the two sales associates-Leo and Erica there. As they walked me through and confirmed that I had the correct shade easily without hesitation, i asked about serums. As Erica was recommendating a few for my skin type, I'd mention i already have them to which Erica said then you already have what you currently need. I immensely appeciated the honesty and integrity both Leo and Erica provided vs attempting to sell additional products that I didn't need. Deciem is incredibly lucky to have associates with great presentation of your brand. Cheers....Lilac
    1 person found this review helpful 👍

  • 5/5 Viktoria A. 2 years ago on Google
    I went in the other day and was helped by Erica. She was very knowledgeable and genuinely engaged in helping me! I really appreciated it and I'll always come back if I need to shop for skincare. The other staff member was also very friendly!
    1 person found this review helpful 👍

  • 5/5 Jorge R. 2 years ago on Google
    I came into the store in need of some major hydration for my face. I was helped by an honest and super friendly staff named Erica. She recommended products and personalized the experience for me. She has totally made my day. Thank you so much to the staff at this location. Happy face. Happy heart!!! :)
    1 person found this review helpful 👍

  • 5/5 Barbara T. 11 months ago on Google • 3 reviews
    This is THE BEST location with a team that listens, educates and curates a skin care routine for their clients. Whether I am with Erica or Dosa, I know I am walking away confidently knowing when and how to use the products they recommend. I appreciate their time and efforts to go beyond the duty of call whenever I have a question about targeting a specific skin concern. ALL their locations need to look to their expertise and practice because I cannot say the same for their other locations like Square One Mall. Nevertheless, Erica and Dosa, love and thank you for always providing a great experience. See you soon 💗
    1 person found this review helpful 👍

  • 1/5 Jeffrey A. 11 months ago on Google
    Bad experience so far. The white staff with a piercing on her nose made me feel uncomfortable. I asked questions about the products but she responded to me from a distance and no effort to come forward to engage. Been using the brand for 4years and been here several times and so far delighted with the rest of the crew except this one. She shouldn’t be in the frontline. Will buy to other location instead.
    1 person found this review helpful 👍

  • 5/5 Amber E. 3 years ago on Google
    I recently found the Ordinary products and had made a few purchases online. Once I realized there was an actually store in Toronto I decided to give it a try insteas of buying online. I wanted to see if they had everything they had online and it seemed that they did. I was super glad they finally had retinol in stock as well. There are a few products that aren't sold in Canada (even though they are made here). But they did have all the products I wanted. I was also able to return a few products (foundation colors that I tried but didn't match me) in store. I wasn't going to because the shipping wasn't worth it but having the store made it easier. I do wish they had testers for the makeup so you can match the colors better. The store only really has ordinary products more so than the other ones sold by deciem. Quarantine makes it so only 2 people are allowed in the store at one time but since the store is pretty so it makes sense.
    1 person found this review helpful 👍

  • 5/5 Matthew K. 3 years ago on Google
    Love this brand. Amazing skin care products. Unfortunately they are no longer carrying the salicylic acid bottles for blemish prone skin.
    1 person found this review helpful 👍

  • 3/5 A G. 4 years ago on Google
    Great quality products and very nice minimalist store. Staff is indifferent borderline rule. A young sales woman with the most condescending attitude was chewing gum loudly and unable to help me chose between one vitamin C product or the other. So this is a good store, but make sure you do all your research before going. .
    1 person found this review helpful 👍

  • 5/5 Lory B. 4 years ago on Google
    I love this store. I love the staff. I love the products. OK, technically, I don't use them, but my wife does and she looks gorgeous. I'm in semi - frequently, either picking up something that she needs, or getting her a gift, or replacing a bottle that I notice is getting empty. The staff is charming, friendly, helpful and knowledgeable. I have fun in there. They remember me, my wife, and the products that she likes. They make me feel welcome. Like I said, I love this store.
    1 person found this review helpful 👍

  • 1/5 phat thai n. 3 years ago on Google
    Bad business! The store is supposed to be open at 11 on Friday. I came there 10:55 and wait until 11:15 yet nobody was inside. Another lady left before I did. They don’t really consider being on time I guess.
    1 person found this review helpful 👍

  • 5/5 Gayoung Lee (. 10 months ago on Google • 33 reviews
    the staff was really cheerful and welcoming and of course the products are great :) *there is a recycling bin inside for empty bottles*

  • 5/5 Stephy M. 9 months ago on Google • 4 reviews
    It's gorgeous store ever. I'm a huge fan of the ordinary. Thank you very much for making such a great product and especially to the kind and beautiful Fardowsa of this store. She recommended more things for my skin and told me how to use new and what I have. I would have bought more if I hadn't worried about the weight limit of luggages.

  • 5/5 Wendy T. 4 years ago on Google
    I ordered on line. My package did not arrive. I emailed the company and they saw that there had been an issue and reshipped it right away. Great company and I love the products.

  • 5/5 Jennifer W. 3 years ago on Google
    Great customer service, the people working there really knew what they were talking about

  • 2/5 R K. 3 years ago on Google
    Poor service

  • 5/5 Chloe H. 1 year ago on Google
    I absolutely LOVE this location! I drive all the way from Vaughan a few times a month because the staff here are amazing. Leo and Erica are sooo friendly and helpful, they always know what I’m looking for. 10/10 would recommend this location

  • 5/5 Mauricio Garcia D. 1 year ago on Google
    I went to the store to get some eye skin care product , was helped by Erika and it was the most memorable experience a customer could ever have , she was not just a bible of knowledge about the complexity of the products but recommend me additional products for my skin that i felt very confident to acquire , i was visiting from Colombia and Erika was kind , accommodating, true Canadian experience.

  • 5/5 Aditi G. 1 year ago on Google
    Erica was amazing at the store. She was very warm and took the time to help me choose the right product for my skin type. A big fan or the ordinary and loved the customer service:)

  • 5/5 Aquisha s. 1 year ago on Google
    Stopped into the Yorkville location on Boxing Day to grab the last minute presents I kept putting off for a VERY picky younger sister. I wanted to introduce her to the wonderful world of the Ordinary! I was pleasantly surprised by the friendliness of the staff (Yorkville is not known for genuine warmth). I am not going to say that all the staff rushed up to greet me as a long lost friend - but they were generally pleasant. I want to really THANK one person in that store and highlight the AWESOME level of customer service. FARDOWSA I hope you read this !!! I was impressed with her product knowledge, her honesty in discussing pros, cons and personal experience with the line as well as her patience in answering all my questions. Your service delivery and low-key attitude have now made the Bay/Bloor my go-to location to stock up when I run out.

  • 5/5 Lyna D. 4 years ago on Google
    My favourite skin care line. I swear by the hyaluronic acid. It has saved mine & my sister’s skin. It works on all skin types as I have normal to dry skin and my sister has very oily skin. I’m so happy they came out with a larger size! Highly recommend this company.

  • 5/5 Joy O. 8 months ago on Google
    Very beautiful, well arranged store. I was there to return a product that didn't compliment me. The 2 beautiful ladies recommended something else that works perfectly for me face

  • 3/5 Ma. Portia E. 4 years ago on Google
    The products are good and I love the niacinamide plus zinc serum but the staff especially the black cashier lady is not that nice.

  • 5/5 Tia F. 10 months ago on Google
    Had the most lovely experience with the sales associate by the name of “Dosa” I believe. She was very helpful and super attentive to my needs and help me pick the perfect products 🫶🏼

  • 1/5 C B. 3 years ago on Google
    I developed Post Finasteride Syndrome while using their azelaic acid product. I have been suffering physical and mental effects for 3 years now unable to work. They deny any responsibility

  • 5/5 Joel S. 5 months ago on Google • 3 reviews
    Love this little store! Very friendly staff and nice service. Went there last Saturday and found all I needed! Miss the old sign though...

  • 5/5 Star*Gatherer 4 years ago on Google
    Great service and decent selection of products! Also LOVE the ordinary line!!!! Pls go and try it if u haven’t yet!

  • 5/5 Cindy Z. 4 years ago on Google
    Decent product plus great price!

  • 5/5 Effie S. 4 years ago on Google
    Great affordable products

  • 5/5 Emily F. 4 years ago on Google
    Amazing company! The Ordinary is so affordable!

  • 5/5 wyshnavi s. 4 years ago on Google
    Must try !!!!

  • 5/5 Naomi M. 4 years ago on Google
    Leo was very helpful and attentive at the Bay street location. It was 5:30 Sunday evening (so 30 mins before closing), and it was busy, but he was still pleasant and took the time to answer questions.

  • 5/5 Kyla W. 4 years ago on Google
    Excellent. Takes a minute to figure out what's right for your skin, but is well worth it when you do. Affordable and effective.

  • 4/5 Martin A. 4 years ago on Google
    Quality product at bargain price. Very knowledgable staff.

  • 2/5 Cassie f. 4 years ago on Google
    I guess you don't need good customer service to work here...the level of attitude was atrocious!

  • 5/5 ivy t. 4 years ago on Google
    Incredibly good products

  • 5/5 Oleska P. 4 years ago on Google
    Love the Ordinary! Amazing prices, effective products!

  • 3/5 magstar 3 years ago on Google
    Friendly Staff but offers little intro and advices to which ones to choose from the products 🌟🌟🌟the interior is aesthetic 🌂

  • 4/5 Maxwell Da Silva M. 4 years ago on Google
    No one came to ask anything like they usually do. I don't know if it's a good or bad thing. I had to pick up the product i was looking for and go straight to the cashier.

  • 5/5 Sparkle T. 4 years ago on Google
    Fantastic products which prove what a rip off most cosmetics are.

  • 1/5 Nika B. 4 years ago on Google
    Normally I’m always super happy but when I went into the store two weeks ago to purchase the Salicylic acid when I finally went to use it half of it was filled with air? I’m extremely disappointed not to mention while in the store two staff where ignoring customers and sitting on each other. I really love the products I’ve purchased in the past but I’m just super unhappy with my overall experience this time around

  • 5/5 Vera M. 4 years ago on Google
    (Translated by Google) It is very worth the products (Original) Vale muito a pena os produtos

  • 5/5 Madeleine B. 4 years ago on Google
    Completely OBSESSED with The Ordinary!!

  • 1/5 Henna A. 3 years ago on Google
    useless products. They don’t work at all. Don’t know which ORDINARY products do youtubers talk about but I’m never trusting them again

  • 5/5 Charlotte 4 years ago on Google
    As a huge deciem fan (and a Scorpio) that usually sticks to online ordering, I couldn’t be happier with my in-store expierience ! Staff was extremely knowledgeable, helpful and took the time to answer my sometimes cumbersome questions. The gentleman on the floor even complemented my family ring. Good eye Looking forward to returning

  • 4/5 Mehak F. 3 years ago on Google
    Company is great, staff is a hit or miss. Some are amazing, others are too consumed by their selves to answer u.

  • 4/5 Danny C. 3 years ago on Google
    Good products


Call +1 647-558-0607 Open on Google Maps

Amenities


  • Payments
    • ✓️ Debit cards
    • ✓️ Credit cards
    • ✓️ NFC mobile payments
  • Accessibility
    • ✓️ Wheelchair-accessible entrance
  • Service options
    • ✗ Delivery
    • ✓️ Kerbside pickup
    • ✓️ In-store pick-up
    • ✓️ In-store shopping
  • From the business
    • ✓️ Identifies as women-owned

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