Decanted Opiniões 

Resposta da Decanted

Actualizada a 9/02/2026

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

Resposta da Decanted

9/02/2026

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

Resposta da Decanted

4/01/2026

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

Resposta da Decanted

4/01/2026

Thanks Rod! Always a pleasure. ~Brad

Resposta da Decanted

4/01/2026

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

Resposta da Decanted

4/01/2026

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

Resposta da Decanted

Actualizada a 17/12/2025

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

Resposta da Decanted

4/01/2026

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

Resposta da Decanted

4/01/2026

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