Alpha Mobility UK Arvostelua 

Vastaus yritykseltä Alpha Mobility UK

11.3.2021

Dear Michelle, thank you for your review.
Yes I did try my best to help as much as I could. Following the measurements your partner took and agreeing then with him to opt for the medium size , even though it is quite unusual for a Frenchie. 4 days after receipt (11th of Feb.) you asked for a return. Pictures of the fitting would have helped assessing it, but you had firsthand experience with it and you did not have to give any reason for returning the brace, only to return it as provided. Pictures of the brace were provided on the 19th and 23rd, not as I would have liked, as not showing all the brace on both sides. But the brace looked okay. I went along and agreed to the return for inspection.
Upon inspection however (delivery on the 1st of March), it appeared that the brace was in fact used (more than 10 minutes for sure) : A strong smell from it, red marks in several spots over the white leather, that I believe to be blood, and of course lots of tiny hairs.

Again, I highlight here the fact that we take hygiene seriously, and that we require respect for our work and time as well. All our customers are entitled to obtain a new brace. They pay for a product and a service of quality. We just ask for the same concern in return.

As mentioned in our policy, a return is subject to cleaning fees should the brace require actual cleaning. Your brace Michelle was worn beyond just a trial for size checking. Hairs were in such places that a 10 minutes trial could not have possibly allowed. And those red spots...

It is possible you could not see the tiny and numerous white and dark hairs on the brace, or that you could not discern the strong smell coming from it as you are certainly used to it, but I'm afraid they were all quite very present. The brace was recoverable. I personally worked almost two hours to get rid of the hairs. £15 for 2 hours work, not even mentioning getting rid of the smell... I do not think this is OTT Michelle.
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Vastaus yritykseltä Alpha Mobility UK

14.12.2020

Hi Mandy,
Never in our written correspondance have I been rude or unprofessional. You may comprehend or state the opposite of course as you seem quite angry that your request for a return has been denied. It's not often but it does happen from time to time when the pictures of the brace the buyer provides, which are intended to show its state, proves it is most dirty and not as we provided it (hair and particle free : new). Mandy, I never contested your rights for a return. Even though very late after the purchase (request for a return on the 29th of Nov , delivery 24th, pictures sent on the 10th of December), I told your mom it was okay provided that she naturally sends pictures of the brace you purchased. I am not here to discuss the history, nor the reasons for requesting a return. You do not have to give any reason in fact, just the proof the item is still as provided. We send new braces Mandy, as any client would require and expect from us. You however provided us with pictures of the brace with not "microscopic" but plenty of hairs and particles (a shame we cannot provide pictures on the website). And I understand it has been so for at least 12 days... Caring for the brace during the first fitting is the most important thing here as hygiene (again) matters. Few hairs are acceptable provided we receive the brace back promptly. We do naturally apply a cleaning fee when it is the case, for our work and time. Who, as a dog owner and client would be ready to obtain a brace that has been worn or dirtied, or as a patient to wear a brace with another's odour on it? Not even mentioning potential skin deseases, lices, bacterias, and other matters that could be transfered to the brace... As mentioned on our website, we invite customers to take their precautions during the first fittings, or at least remove any left hairs on the brace directly after, and of course contact us asap. I am sorry Mandy for your bad experience, but we are not at fault here. Regards, Marc

Vastaus yritykseltä Alpha Mobility UK

6.10.2020

Dear Nicky, Thank you for your feedback.
Nicky, we appreciate of course your effort for trying to keep the brace clean as much as you could. A non sheeding dog however does not imply it does not lose hairs. The shoulder brace covers the body quite well and the transfer of hairs is naturally to be expected if put directly on the dog's coat. We accepted your return as contacted early after receipt of the brace and because the brace looked retrievable on pictures. We however found lots of hairs on the brace and in the velcro parts, tiny and very thin hairs, which I'm afraid are the most difficult to remove (from experience). I'm sorry if you found the 5% cleaning fee excessive. It is however clearly stated in our policy, and very understandable and small in my opinion when considering hygiene, but mostly the amount of work for cleaning the brace. Kind Regards, Marc

Vastaus yritykseltä Alpha Mobility UK

8.11.2019

Hi Mary, thank you for your feedback. A "bad fitting" is of course possible as our braces are crafted according to certain standards. They cannot possibly fit all dogs which have, as everyone, all kind of proportions. If all the measurements you took of your dog belonged to the same size category in our chart (as required), the brace should fit and provide the needed support for your dog to heal in time. It could also be a fitting issue, as to fit it right. We are open to communication Mary. It's important to provide pictures/videos and measurements for us to be able to help. Best is to do it quickly after receipt and first try as we put much emphasis to hygiene (germ transfer, cross-contamination, dogs' accute sense of smell) which I'm sure you understand being a dog owner. You do not seem to be from the UK however. Policies are different in Europe, but hygiene issues are the same, and we may naturally refuse a return should the brace be considered as used. As for the fabric and velcro, it is sturdy, hand washable, and perfect for an everyday use on a dog. It has been for years. The brace goes through much on a dog, clips would break easily. But we are open to suggestions for improvements of course and will welcome yours. There are ways to take care of your brace and clean it, but also to take your precaution when fitting it, to avoid for example getting too much hair transfer on the brace (on the first try, even more should you consider a return) or in the velcro straps when closing them. Velcros and dogs do mix.

Vastaus yritykseltä Alpha Mobility UK

31.12.2018

Dear Allison,

I understand your concern and welcome your review even though it concerns Alpha Mobilty US, and not the UK, which this website is for (different country, entity and policy). I am sorry a return was denied to you. I do not know all the story and unfortunately cannot help in the matter. I could try though regarding the fitting.

I would like to stress out here for our readers that all dogs have different proportions and sizes. Balto braces are designed according to certain standards and may not fit 100% in that regard.
It is therefore advisable to send us PICTURES (alongside the measurements, weight and breed) showing us how you took the measurements of your dog (measure band on the pic), and this prior to any purchase, so that you can get a recommendation from us this way.

Also, should you think the brace doesn't fit and that you consider a return, this is really important that you contact us directly after receipt, as hygiene with veterinary grade ware for dogs is crucial. Again here pictures/videos (wetransfer.com if big size files) of the fitting will help us assess the situation and advise. support.uk@alpha-mobility.com

Allison, it is possible this could help. Even though the brace may not provide a 100% fit on your dog, it can help. The most important thing when considering a conservative treatment for a cruciate injury is rest and HAVING THE KNEE of your dog LOCKED for full support (unable to flex, for the scar tissue to build around and hold in time with the help of the splints inside). As long as this is achieved, then this works. Be sure to have the upper strap around the thigh tight, leaving the bottom one looser in order not to push too hard on the Achille tendon, so that your dog can put the paw on the ground. Your dog may walk like a crab at first and be moody, but this is only temporary until he/she gets used to it, welcomes the support and heals in time.

Vastaus yritykseltä Alpha Mobility UK

17.12.2018

Dear Rosemary.

I just found out about your review on Trustpilot and decided to answer your message even if it has been quite some time now.
I am sorry you felt this way and was also a bit surprised by your words. It is true we do not take direct phone calls as for now, and I do apologize for not offering this service yet, but we are reachable by email, and a call-back can of course be requested. There is also a contact form on our website that could be used directly. All under "contact us" at the top and bottom page. We also answer very quickly.

To be honest I wonder if this is not all just a bogus review when reading that the product is for you or that its use is not understandable, as it is quite straight forward actually.

If your son bought a brace FOR YOUR DOG, I reckon there is a need there. Please come back to us, should it not be too late, so that we can help. History of your dog's ailment, the measurements your son took of your dog and pictures would help greatly. We will also require your order number if your do not mind or the email address under which the order was made.
support.uk@alpha-mobility.com
Kind Regards,
Marc