This is first time I ordered the Ordinary products directly thru Deciem. I usually order them thru Sephora but Sephora was out of stock. I received damaged items because the package was not packaged properly. It only has a tissue paper with glass jars. I submitted an online form as there was no chat feature although there email says that you can "chat" with them. I got no reply back at all. I finally decided to call Deciem. I waited on the phone for over 40 minutes to resolve this issue. I mentioned their poor packaging and Dediem said they are doing this because they wanted to be environmentally sustainable company. Anyway Deciem said they will replace the damaged items but after talking to their customer service, Deciem put me as this whole issue was my fault. I just had a bad taste in my mouth and I am seriously considering stop using The Ordinary and switch to 'Inkey'.