Decant HouseReviews of decanthouse.com

Response from Decant HouseApr 8, 2026

Hello Jeff, First, let me say that we appreciate the time taken to review our company and services whether good or bad. I would like to address your issues. We do offer free shipping provided you meet the minimum threshold. Why? Shipping is not free for us. The main driver, there is not enough profit for lower value orders to offset shipping costs. Another reason is shipping carriers are raising prices due to fuel charges increasing because of wars around the world. I am sure you know this already when visiting a gas pump. Small businesses cannot simply absorb these costs if we want to stay open. If you own a business then you should understand. As for our sprayers, yes, some of them are defective. We ship tens of thousands of these every month. And with mass production, there most certainly will be duds. Obviously we cannot test every single one and is unfortunate you had the displeasure of experiencing one of these. But there is a simple solution in this case. We offer free sprayer replacements! Maybe you were unaware? We wish you would have contacted us about your issues so you could experience our amazing customer service. Hopefully, your next experience with us will improve. Hope this helps. Regards, Drew

Response from Decant HouseApr 11, 2025

Hello Brad, Appreciate you taking the time to review our company and services. We do offer free shipping for orders over $60. Unfortunately, it is not possible to offer free shipping for purchasing a single sample as we would then be operating at a loss. We have to profit in order to pay for expenses and put food on our employees tables. Hope you understand. Regards, Drew

Response from Decant HouseSep 23, 2024

Hello Shaun, Thank you for taking time to review our company and services. Leaky bottles are not a usual issue for us. But it does happen sometimes. We do send out replacements when this happens. But we cannot find any communication from you informing us of this problem. We do have amazing customer service which you have yet to experience. Please reach out to us. Our contact information is on our contact page. We even have a phone number. Hope this helps. Regards, Drew

Response from Decant HouseFeb 25, 2024

Hello Victor, Thank you for taking the time to review our company and services. We believe there is a misunderstanding which needs to be addressed so yourself and other readers of this review will have proper context. On our shipping policies and product pages in addition to your order confirmation email contains language which states our processing times. Up to three days and in rare cases four. Your specific order was placed on Wednesday the 14th of February (after hours). Processed and shipped on the Monday the 19th (3 days processing). You selected our economy shipping which is 3 to 5 days transit. Your order was delivered on Thursday the 22nd (3 days transit). We were within our processing and shipping times and your order was received in a total of 6 business days which is 100% reasonable. We hope this helps. Regards, Drew

Response from Decant HouseFeb 13, 2024

Hello Jacob, Thank you for taking time to review our company and services. We are very sad that you gave us only 3 stars. We take very special care to prepare and package your order when it leaves our warehouse only to be destroyed by the shipping company. Further, we can find no communication from you about this matter. If you had contacted us, we would have sent out a replacement immediately and you would have experienced our superior customer service. We would like to earn an upgrade to 5 stars for this review. Please reach out to us regarding your damaged sample and give our customer service a try. You will not be disappointed. Regards, Drew

Response from Decant HouseOct 16, 2023

Hello Nicole, Thank you for taking time out of your day to review our company and services. You are absolutely correct. The fragrance you purchased is very expensive. $450 at department stores for 75ml. Because this fragrance is new, we have to pay full retail. Our decanting service enables you to sample from the convenience of your own home and not travel to the department store. And possibly put a few others in your cart to try. Even though we are passionate about our love of fragrance as you are, our company needs profit to support operations and put food on our employee's table. Finally, we sell samples by volume and not by bottle size. Your sample was 2ml and put inside a 3ml bottle. We do this so that you benefit from having a sprayer which helps to properly bloom the fragrance when sprayed instead of those dabber dip stick things. We understand you might get the impression it is not that much or not full all the way. For reference, a 2ml sample could be worn about 5 times if sprayed 6 times each. We hope this information helps you and others understand our decanting services better. Regards, Drew

Response from Decant HouseAug 16, 2023

Hello Jerry, Thank you for taking time out of your day to review our products and services. We believe there is a misunderstanding. Your order consisted of a single item for 1ml. You might be referring to the bottle being one third full. This is correct. We use 3ml bottles for the following sizes, 1ml, 2ml and also 3ml. The reason we do this is so you have the benefit of an atomizer/sprayer. If we were to put fragrance into a smaller bottle which seemed full, you would get a bottle with those dauber things where you have to "dip stick" the fragrance. We never use those! You want an atomizer/sprayer to "open up" the fragrance so it blooms properly. Our bottle sizes and "fill lines" are listed on every product page on our website. Please confirm this information for yourself. We ask when you have verified this information, lf you could please adjust your rating accordingly. Regards, Drew

Response from Decant HouseJul 12, 2023

Hello there, We appreciate taking time out of your busy day to review our products and services. We are sorry your experience was less than perfect. We too, are not perfect. As we explained, we did have a new employee in training who decanted your order. it does take time for new employees to understand the process. Your order was not inspected properly and that is on us. We also did some testing as a result of your inquiry. We found when using the same volume of fragrance across multiple bottles, the fill levels were in fact, different. This was the case will our 3ml, 5ml and also 10ml. We assume this is the result of the moulding process. The bottles we use are mass produced and inexpensive to pass the savings to customers. When choosing bottles, we focus primarily on the sprayer quality and the thickness of the glass to prevent breakage during shipping. We are less concerned with medical or laboratory grade specifications with regards to dimension. We disclose fill levels on our website. However, as the image states, they are for illustration purposes to show approximate levels only. And although during our discussion, you disagree with using syringes for our purpose, we thought about your suggestions and decided if syringes are good enough to use for medications, then they are good enough for our purposes as well. And to be fair, we also over fill many times and we send it out anyway. With regards to USPS shipping, we disagree completely. We ship tons of packages each month with very few issues. You just happened to be the luck of the draw on your replacement order (in addition to your fill level issue), which by the way we shipped priority (2 day service) as a courtesy. Transit times are out of our control. UPS and FedEx are also way more expensive. We are trying to keep costs down and USPS strikes the right balance. We acknowledge the multiple issues with your order and we accept the 3 star rating. Hopefully next time your experience will be perfect. Regard, Drew