DecantXReviews of decantx.com

Response from DecantXNov 19, 2025

Thank you for sharing your concern, we take this very seriously. All of our fragrances are 100% authentic, sourced directly from verified retailers and distributors. A stronger alcohol smell can sometimes happen right after spraying, especially with fresh decants or depending on the specific scent’s composition, but it should settle quickly as the fragrance develops. That said, your experience matters, and we never want you to feel unsure about a product you receive from us. Please reach out with your order number and the specific item you’re referring to so we can look into it and make this right for you with a replacement or refund. We’re here to help and want you to feel confident in every purchase.

Response from DecantXNov 19, 2025

Thank you for your feedback. We understand the size can be surprising if you’re expecting a standard store tester. Our decants aren’t free manufacturer samples; they’re hand-filled in specific sizes listed at checkout. If the size you received doesn’t match what you ordered, please contact us with your order number and we’ll be happy to review and fix it.

Response from DecantXNov 19, 2025

Thank you for sharing this, and we’re truly sorry for the disappointing experience, especially as someone who has placed so many orders with us. We appreciate your loyalty, and you absolutely deserved better support in this situation. Le Labo Another 13 is known for being a very subtle, skin-scent type fragrance, but what you’re describing (no fragrance at all and only alcohol) is not normal, and we take that seriously. You did everything right by letting us know and offering to return the vial so we could investigate. You should not have felt brushed off, especially over something so small and easy for us to fix. We apologize for that, and we’d like to make it right now. Please reach out to us again with your order number or reply to your previous email, and we will send a store credit. Your satisfaction matters, and your long-time support means a lot to us.

Response from DecantXNov 19, 2025

Thank you for sharing this, and I am very sorry to hear about your experience. All of our decants are made from authentic fragrances sourced from verified retailers. However, if the scent you received smells different or is performing far below what you know the original to be, we want to look into this right away. Please reach out to us with your order number and the specific items that seemed off. We will gladly review your order, test the batch if needed, and provide a replacement or refund. Your satisfaction matters, and we want to make this right for you.

Response from DecantXNov 19, 2025

Hi Bette, we have looked into this for you and see you've now received your package. Please let us know if you have any further questions.

Response from DecantXNov 19, 2025

Thank you for reaching out, and we are sorry for the delay and frustration this caused. We have since followed up with you and confirmed that your order has shipped and was delivered as well. If you need any additional updates or have further questions, please feel free to reply to our last message. We are here to help.

Response from DecantXNov 19, 2025

Thank you for letting us know, and we are very sorry this happened. A return to sender can occur for a few different carrier related reasons, even when the address is valid, and we understand how frustrating that is. Please reach out to us with your order number so we can look into the tracking details and either resend your order or issue a refund, whichever you prefer. We want to make sure this is resolved for you quickly.

Response from DecantXNov 19, 2025

Thank you for your feedback, and we are very sorry for the frustration this caused. We looked into your order and found that our system used the shipping address confirmed at checkout, which is what the carrier delivered to. That said, we understood the inconvenience and issued a full refund as a courtesy. For future orders, we recommend double checking the shipping address at checkout so everything arrives at the correct location. We appreciate your understanding and the opportunity to make this right.