Hi Jim,
Your review states that VANTA “will attempt to make you pay full price.” That statement is false. You were never asked to pay full price, you never placed an order, and no payment was ever taken.
You first contacted us because a 10% code did not apply while our current Buy 1, Get 1 Free offer was being promoted. We explained that the code remained available for the purchase of a single bracelet, but could not be combined with the Buy 1, Get 1 Free promotion, which gives customers a completely free second bracelet and is therefore considerably more advantageous.
You then wrote: “Not a great look for your brand. We will pass on placing an order and becoming a customer. Best of luck,” and attached the email presenting both offers without making that restriction sufficiently clear.
Even after that rather dismissive message, we responded openly and respectfully. We acknowledged that the wording was confusing, apologised without reservation, explained that the email was being corrected, thanked you for bringing it to our attention and genuinely wished you well.
We fully accept responsibility for the unclear wording. What we cannot accept is an acknowledged communication mistake — followed by a transparent and respectful response — being publicly recast as a deliberate attempt to mislead or overcharge you. The documented chronology simply does not support that allegation.
What began as one inconsistency in an automated email, which we immediately acknowledged and apologised for, has now been expanded through repeated edits into sweeping accusations about the integrity and operation of an entire business from someone who never placed an order with us. Readers can decide for themselves whether that escalation is proportionate to what actually occurred.
Your latest update also suggests that our decision to flag the review proves that VANTA manipulates its ratings. Trustpilot provides businesses with a reporting mechanism precisely so that content believed to breach its guidelines can be assessed. We used that mechanism in good faith because your review contained a false factual allegation.
Trustpilot’s initial decision was generated through its automated defamation assessment tool. It determined only that the wording did not meet its specific threshold for serious reputational harm or financial loss. It did not examine our supporting evidence, rule on the documented facts or confirm that your allegations were accurate.
We have now provided Trustpilot with the complete email correspondence, the original marketing email, every response exchanged and the supporting screenshots, and have formally requested a manual review of the case.
We take defamatory public allegations extremely seriously, particularly when they accuse a small independent business of deliberate dishonesty. Our objective is not to suppress legitimate criticism. It is to ensure that the complete evidence is examined and that the documented truth — rather than the loudest or most repeatedly edited narrative — ultimately prevails.
Until this review, every customer review we had received was five stars, with customers frequently praising the care, responsiveness and humanity of our customer service. That record was built through genuine customer experiences, not by suppressing criticism.
We will not continue an endless public back-and-forth over an acknowledged email mistake. We have retained all records substantiating every point above. Readers now have the factual chronology and can draw their own conclusions.
The Vanta Team
