Hi Simon,
We are updating our response because your review still does not reflect the final outcome of this case.
For clarity, order #11657 was placed on August 1, dispatched on August 3 and delivered on August 6 — only five days after purchase and well within our published 7–11 business day delivery timeframe.
A dispatch confirmation and tracking information were sent to the email address used for the order. You contacted us by replying directly to that shipping confirmation, so the statement that no dispatch notice had been provided was incorrect.
When you contacted us, the parcel had already been dispatched and was progressing normally. We nevertheless acknowledged your cancellation request and explained that an international parcel already in transit could no longer be intercepted.
Once the order arrived, we initially offered a prepaid tracked return at our expense with a full refund.
We then went further.
After reviewing the situation, we issued you a full refund without requiring either bracelet to be returned, meaning you received the complete order and were also fully refunded.
In your subsequent correspondence with us, you acknowledged that our timeline was correct, thanked us for the refund, provided detailed and constructive feedback about the tracking experience, packaging and product presentation, and stated that you would revisit your Trustpilot review once the refund had been received.
We genuinely appreciated that conversation and took your feedback seriously. Our packaging is already being redeveloped and we have continued improving the customer journey as VANTA grows.
We fully respect your right to share criticism of the product or your personal experience. However, we also believe a public review should reflect the complete factual outcome.
The final position is therefore:
- the order was dispatched within two days;
- it was delivered five days after purchase;
- our team responded throughout the process;
- a full refund was issued;
- no return was required;
- you were allowed to keep both bracelets.
We remain disappointed that the review has not been updated to reflect the resolution you later acknowledged privately, but the complete order history, tracking records, correspondence and refund documentation are all retained on file.
The VANTA Team
