Decanted Bewertungen 135

Antwort von Decanted

Aktualisiert vor 3 Tagen

Hi Kathleen, Thanks for your review. Since it’s ended in a 1-star rating, it feels necessary to spell out what actually happened here.

You first contacted us last Wednesday to say your order had been “delivered” and that you were very disappointed you hadn’t received it. When we checked the tracking, the parcel wasn’t even out for delivery yet, which we explained. You then replied to say you’d mixed it up with another delivery entirely.

You later emailed again to say the LV Sun Song sample smelled “off” and requested a refund. That sample was decanted directly from the bottle, so there was nothing wrong with it, seems like it simply wasn't a scent that you liked, which is exactly why I started Decanted - for our customers to test out fragrances before committing to often expensive full-sized bottles.

As clearly stated, we don’t refund used items. Once a product has been opened and used, it can’t be returned or resold for hygiene reasons.

Given that the delivery issue was a mix-up on your end and the refund request is based purely on personal preference rather than a faulty product, we don’t believe a 1-star review is justified - though we do appreciate the opportunity to publicly clarify the facts. ~Brad

Antwort von Decanted

Vor 3 Tagen

Thanks for the review Ibrahim and of course we apologise for the first one going missing. Thanks for raising it with us so we could resolve. Look forward to seeing you back for your next one! ~Brad

Antwort von Decanted

4. Jan. 2026

Hi Marc, to find this review here is quite disappointing - but I don't mind, as we get a chance to publicly respond too.

You placed two separate orders on the 23rd December, they were both dispatched Monday 29th December, as we were closed 24th, 25th, 26th, 27th & 28th December.

The first one was delivered successfully by Royal Mail to your designated 'Safeplace' on the 31st December and the second one appears to still be 'In Transit' according to the tracking information, which you could have checked yourself - this is all found in the order dispatch email and on our website under your order status page.

The other parcel was delayed over the New Year period and is currently at your local mail centre, with delivery expected probably tomorrow. While we apologise on behalf of Royal Mail for the delay, this is entirely outside of our control. The tracking information clearly shows this status, and had you checked it, the location and progress of the parcel would have been immediately apparent.

~Brad

Antwort von Decanted

4. Jan. 2026

Hi Dave, thank you for your order and this 5-star review, really means a lot. We decant straight from the genuine retail bottle so you can be assured what you see is what you get. Look forward to seeing your next order again soon! ~Brad

Antwort von Decanted

4. Jan. 2026

Thanks Rod! Always a pleasure. ~Brad

Antwort von Decanted

4. Jan. 2026

Hi Adrian, many thanks for your review - it appears you are intending on writing a review for a specific fragrance, which is great, but our Trustpilot profile is for our service/business overall.

It sounds like we've done our job though, spending £200 on a fragrance that you don't like - that's why fragrance decants can be essential in deciding your next signature scent instead of an expensive blind-buy! ~Brad

Antwort von Decanted

4. Jan. 2026

Thank you very much for the kind feedback, it’s really appreciated. We’re glad you had a smooth experience from ordering through to delivery, and we look forward to serving you again soon. ~Brad

Antwort von Decanted

Aktualisiert am 17. Dez. 2025

Hi Rod, sorry to hear the sprayer on your sample wasn’t working as intended.

What’s interesting is that this Trustpilot review is the first time we’ve been made aware of the issue. No email, no message - just a 1-star review, despite everything else arriving well packaged and as expected.

Had you actually contacted us first, we’d have immediately sent a replacement sprayer. That would have taken you considerably less time than writing a public review. Believe it or not - I'm actually really into no-nonsense, old-fashioned customer service where yes, I accept that things sometimes go wrong, and look to put them right, so everyone's happy.

For clarity, we decant thousands of samples each month. Once filled, bottles are sealed and packed - we don’t test sprayers beforehand, as doing so would make the sample appear used on arrival. On the rare occasion an atomiser is faulty, we simply replace it when a customer lets us know.

If you do decide you’d like the issue resolved rather than documented, we’re still more than happy to help.

~ Brad

Antwort von Decanted

4. Jan. 2026

Thank you for coming back to us, we really appreciate the continued support. Glad to hear you’re happy with the service, products, and packaging. ~Brad

Antwort von Decanted

4. Jan. 2026

Thank you Colin, just what we want to hear! ~Brad