Platinum Chemicals Ltd Avis 

Réponse de Platinum Chemicals Ltd

28 sept. 2026

Hi Sebas,

We have now noticed that, in addition to leaving us a one star review on Google, you have also chosen to leave essentially the same one star review here on Trustpilot regarding the exact same purchase.

We feel that two separate one star reviews across two different review platforms is an extremely disproportionate response to being supplied with a brand new, fully usable product that still had approximately five months remaining before its stated Best Before date.

To be clear, the Soudal Stay Fresh cartridge supplied to you was NOT expired, defective, damaged or unusable. It was completely within date.

Soudal state in their current Technical Data Sheet that Stay Fresh has an 18 month shelf life when unopened and correctly stored, and that once opened it has only a limited shelf life. You purchased ONE cartridge, so we are struggling to understand why approximately five months of remaining shelf life made the product unacceptable unless the intention was to leave it unused for a considerable period.

You asked us to replace it purely because you wanted a cartridge carrying a later date. We declined because there was nothing wrong with the product supplied. If a customer simply decides they no longer want an in-date, correctly supplied product, that is not the same as us supplying faulty or expired goods.

You were also given the option to return it. As the product was correctly supplied, fully usable and within date, you were advised that return postage would be your responsibility. Had it been faulty, damaged, incorrect or expired, the position would obviously have been different.

Regarding your suggestion that the Best Before date should have been stated on our website, this is simply not practical for a business carrying hundreds of stocked products, many with batch-specific manufacturing, expiry or Best Before dates.

Stock continually arrives and rotates, meaning dates change between deliveries and batches. Retailers do not generally publish and continually update individual batch dates on standard product listings for this reason.

The product was in date, had approximately five months remaining, and was completely usable for its intended purpose. What you were requesting was not a replacement for a defective product, but simply another identical tube carrying a later date.
We therefore stand by the way this was handled.

What we find even more extraordinary is that supplying an in-date product, and declining to replace it simply because a later dated batch was preferred, has apparently warranted the LOWEST POSSIBLE rating of one star not once, but TWICE, on two separate review platforms.

For anyone reading both reviews, they relate to the exact same transaction, the exact same single cartridge of silicone, and the exact same complaint. These are not two separate poor experiences or two failed orders. They are two one star reviews arising from ONE purchase of ONE fully in-date tube of silicone.

I’m sure you’re aware that reviews can have a genuine impact on independent businesses and their reputations. Customers are entitled to leave feedback when something has genuinely gone wrong, but we also believe reviews should be proportionate to the actual service received.

Using multiple platforms to apply the lowest possible rating to the same single transaction does not make the underlying complaint any more serious.

On this occasion, we do not believe either one star review remotely reflects what actually occurred, and we certainly do not believe two separate one star ratings over this single transaction are proportionate.

Réponse de Platinum Chemicals Ltd

Actualisé le 9 juil. 2026

This review is unfair and leaves out several important facts.

Your order was dispatched on time from our warehouse and delivery was attempted the following day. The courier knocked at your door, there was no answer, and the parcel was delivered to your next door neighbour, not to an unknown random address or some random person as your review suggests.

You later confirmed by email that you had received the parcel.

You asked us to refund the delivery charge after the goods had already been delivered and received. We investigated the matter, confirmed the delivery details, and explained that a refund of the delivery charge was not due.

A missed doorstep delivery followed by delivery to your next door neighbour is not “awful service” from Platinum Chemicals. We fulfilled the order, dispatched it on time, the courier attempted delivery promptly, and the parcel was received.

Refusing a delivery refund where one is not due does not make our customer service “rude” or “abhorrent”. We consider this review unfair, disproportionate, and not an accurate reflection of the service provided.