Alpha Mobility UK Reviews 25

Reply from Alpha Mobility UK

Updated Feb 7, 2024

Hi Ayush,

Always the same reason for people with no respect or no eye-sight at all that they furiously need to leave a negative and false review.
My business is not a company. And why should I answer anymore once you have returned your brace in a filthy condition and opened a PayPal case following refund using the system to your advantage? Where is the scam? I refunded 3/4 of your purchase for depreciation of the good you used on your dog ("won't refund", are you certain?) No common sense to clean the brace when willing to return it, and not even have the honesty to attest on the condition of the brace you dared send back; your own pictures doing it for you !
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Edit :
I like fairness and respect in life whatever you may say, and I like to show people I care, expecting the same in return.
I refund in full when a brace is returned cared for
I take a fee when you let me clean after you.

"you are planting hairs to deduct money (£60 deductions)"
-Of course, making a living of it....! How could I plant anything when your own pictures demonstrate the extent of disrespect you showed. A £235 brace you returned in a pity state. I took only £60 and will spend hours cleaning after you. Thank you!

"You also control the reviews on your own website so people can’t see the negative ones." - So there are positive reviews?

"Your company does not exist" - Again, I do not own a company.

"I am in touch with PayPal to get my money back" - Of course you will. PayPal or big companies do not care about such things.

"Stop scamming people ( instead open a dog hair cleaning Buisness you might do well there)" - Showing your true face, finally admitting there will be cleaning to do?

Reply from Alpha Mobility UK

Nov 28, 2023

I'm always surprised by people behaviour when it comes to refunds... having to battle and justify a cleaning fee.. I guess I will have to ask people for reviews here...

Returning your purchased brace is not an issue. The condition in which it is returned however is important.
This is all very simple :
1. Either you care for the brace, try to contact your seller asap, follow the guidance and return it as received : Full refund, no fuss if just few hairs remain
2. Or you do not care for the brace, leaving plenty of hairs and other things : expect to be charged for it / your request for a return possibly refused if the pictures you provide show damage or use.

Everything was fine, you ordered a brace, I contacted you to double-check the size, you gave me some measurements (although without pictures) which I validated. Sent your brace promptly. Delivered the 7th.
Then you came back to me on the 12th mentioning it was not going to work. Fine! I asked you to follow through our return policy.
You provided me with pictures which I looked at. The brace seemed fine, and I accepted your return.
Then on dispatch on the 20th you mentioned : "I had an independent third party check and verify that the brace was in perfect condition, with no marks, dog hairs or any other defect, prior to packing and despatch"

Odd, but well ok, I was glad. It only meant to me you cared for the brace. All the better.

Brace received on Tuesday 21st.
On the next Monday (I admit, slightly late given terms : 4th working day following receipt) I received your email. You seemed to be in a hurry suddenly and quite stressed... :
"Slightly concerned that I haven’t had confirmation from you that you’ve received the returned knee brace.
Your website terms state “You will be notified within 3 working days of reception of the brace”
The Royal Mail tracker shows it’s been delivered and signed for; I have the proof of delivery downloaded and saved to file.
Due to this breach of your own terms, and my concerns having read the TrustPilot reviews of the same issue,
I’ve spoken to my credit card provider this morning re a chargeback. They’ve confirmed there’s no refund being processed at this time.
They’ve recommended I contact the retailer again this morning and request proof that my refund has been processed by close of business today.
If I don’t receive this proof, they’ll start the chargeback process."

I do not get it. You already knew the brace was in my possession but you still wanted a notification in due time.
Besides you already knew that your bank will always have your back if something goes wrong, being able to do a chargeback if needed.
Yet you still apply pressure being stressed over it all solely based on a review? Not even contacting me first asking "when will I get refunded?"

But my real surprise comes after, when actually inspecting the returned brace, expecting a 'cared for' brace : fair good amount of hairs and a light smell...

-"Marc also claimed that I hadn't returned the original plastic bag or the leaflet" - That is a mistake on my part, as the field for the comment auto-filled with a previous message, which I did not completely mend. leaflet and bag are with me...
-"The problem is - my dog's fur is dark brown, chocolate brown" - please try to put your dog's hairs on a dark surface into the natural light... the coat colour is a blend
- "They bear no resemblance to the photos I took and submitted in order to get my 'authorisation' to return a product." - they actually do. But it is true I cannot see many of what I found given the quality of the pictures you took (see below). I do not want to assume what happened between the 15th and the 20th of Nov, but I can only see what I have in front of me + your RGA
-proof of intimidation please?
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Reply from Alpha Mobility UK

Nov 23, 2022

... The length people can go to express their discontentment, being in a hurry and wanting to be refunded straight away, forgetting things in the process:
- cleaning a brace sent back with your dog's hairs can take time. If you do not do it, someone else will... Visibly it was not to your appreciation.
- no support offered to your dog

"inundated with requests" : that's a new one. Usually people appreciate this... a lot! An email and a text message later on, as emails can go to spam sometimes...

"tiny" : It is possible. Never however have you shared pictures for the measurements you took, nor of the fitting for me to advise.
But again that is not how the brace looks on your dog that is important but if the support is there. If under 38 cm in height, usually the XS is preferrable. Your dog's height according to you is 34cm at the back...

"bare with me"... : "Bare"?
On Whatsapp conversation : Hi Zoe, Received! please bear with me regarding inspection and refund"

"they have no customer service ..." : Contacting you to double check the size, texting on whatsapp, continuous dialogue, accepting a return with dog's hairs, cleaning your dog's hairs,.... Thank you!

Reply from Alpha Mobility UK

Updated Jun 1, 2022

Hi Bob. What a review! Any context, experience on the braces or the service? What is it about and what justifies this strange review? Would you care adding more details to your words? Could you identify yourself if you mean them, as I haven't dealt with any Bob recently, or is it just for venting out a frustration?
EDIT*
Hi Tony, I am glad you came clear in that matter.
You can call me names all you want, call me a bad person, or that I prey on people, it does not matter. I've helped countless dogs and their people through my services and braces. That's what matters. But once again you fail to understand that I run a business which is ruled by regulation (much in favor of the clients), and I stick to it, otherwise I would go crazy from customers' demands. I will repeat what I told you and your wife who I dealt with.
-"You received your brace on the 26th of April.
-Imogen expressed her desire to return the brace on the 13th of May. I answered then it was too late as the 14 days cool-off period was over (14 days! to assess if a brace is adequate or not!...) and I refused the return consequently.
-She came back to me again on the 27 th of May, informing me your dog had passed.
Tony, first I was not aware your dog would pass away a week later when I refused the return on the 13th. It is unfair to call me heartless. It is also unfair to rate my service in that manner because a return was lawfully refused to you."

Reply from Alpha Mobility UK

May 19, 2022

Dear Anne. I am sorry for your bad experience with me. I am however not at fault here and find your review unfair. From my understanding you did appreciate my input and service up until the moment I politely refused your request.
Yes my hands are tied as I understandably stick to the regulation that rules over distant selling. As much as every single online seller in the UK and in Europe has to accept a return request from their buyer when expressed within 14 days after receipt, provided it is returned, unused and clean (the client has another 14 days period then from the request to send the item back), I naturally refuse it when the cool-off period has passed. I thought you would have understood this aspect of the business and of the law.
You decided to opt for a brace for your dog for a specific reason. You shared with me pictures of the fitting and it did not seem to be "Ill-fitting". A brace is also not meant to be comfortable. This is an illusion people often have. A brace can be invasive and often goes against the dog's habits and movements. It is however necessary with specific ailments, and the owner must work with the dog for both to get used to the brace and for the dog to accept it in time.
But that's not the issue here. You read the return policy Anne. Everything is there and it is really in favor of the client actually. 14 days to send a return request of the brace for which hygiene is most important, sending pictures of the brace to attest on its state (which you never did), and 14 more days from your request to send the brace back...

Reply from Alpha Mobility UK

Apr 5, 2022

Dear Mark and Ralna,
This is Alpha Mobility UK, and UK only. If unused, any item people in Europe buy at distance can be returned.
Based on your name, you are not our customer and your comment is quite misplaced I believe. But you are talking about the Balto brace and I will follow up on this.
I'm truly baffled by your "specialist"'s words. "not human"... Yes there are not, obviously. However, the biology is the same, the healing process is the same, the mind controling the body is not though. This is why most important is for the owner to control the level of activity of their dog if they want to take the conservative route. It takes time, effort and dedication, but it's feasible. It is not me talking, it's the thousands dogs braces have helped so far through the years. My guess here is that your "specialist" pushed toward the only thing she/he knows.
About your dog, fitting both braces will support the joints much but will also restrict its movements, naturally and necessarily. Your dog will be able to bear weight and keep mobile while healing. As I understand you left the splints on on the good leg. If there is no injury we usually recommend to remove the splints for more mobility and a milder support. The sitting process should be improved too. But this is also a learning process and getting used to a brace is rarely something sudden. Humans would also have difficulties sitting if both their knees were to be kept straight...
A brace is a simple device that aims at supporting a joint, via the use of splints, or through compression, so that there is stabilisation within and so that the healing can occur safely, preventing relapses.
This taken into account, your dog will still need monitoring, control over his movements, help from time to time.

Reply from Alpha Mobility UK

Updated Sep 22, 2021

Thank you Ferhat for your time.

Always the same reason for a negative review it would seem. It is hard to ask for a bit of consideration sometimes.

Once again, if you intend to send back a degraded brace and be refunded in full, do not bother dealing with Alpha Mobility.
If you leave plenty of your dog's hairs on it, that's a pity of course but we will have to naturally charge you for cleaning it.
Leaving a review of this sort tells much about what you care for unfortunately, with no regard whatsoever to people who clean after you, except for using your time to harm it would seem.

Alpha Mobility is the official online reseller of the Italian Balto brand in the US, Australia, N-Z and in the UK.

I, Marc (real name, along with a French accent), am the person in the UK who will try to advise and guide you when opting for a brace for your dog, along with or as an alternative to surgery.

But I digress. Ferhat, when purchasing your brace, you agreed to our return policy, in which it is clearly mentioned not to leave your dog's hairs on it or we would need to charge you for cleaning it.
It is common sense, but you must take care of the brace that you buy, even more so if you decide to return it in the end. I also did mention it to you in our correspondence.
However you returned the two braces with hairs on them and I just charged you 3% for the cleaning work (very little to be honest). No earnings here, be assured. Just loss and your dog's hairs.

I sincerely doubt your £10 brace will be of any help, providing the necessary support.. But I sincerely do hope it will. But again I am most interested in learning about that specific brace. One can only wish now that you will be able to find a proper solution that goes with your standards in order to help out your dog.

215£ for a dual knee brace is not cheap indeed. The same goes for a surgery if you come to experience it.

The Balto braces, contrary to what you may think, are crafted with sturdy, soft and light fabrics and equipped with removable splints (for true support) when necessary. With years of experience, you can be sure the Italian manufacturer has weighed the pros and cons in choosing the adequate materials to withstand an everyday and lasting use on a dog. You can badmouth them and the use of velcro as much as you like, but it gets the job done in easily securing and fastening the brace.
"the brace doesn't stay in place" - It's possible! But if you do not even provide a picture of the fitting, how can I help?
For example just taking into account the coat of your huskie as it may prevent a good fitting. Huskies have very good proportions for the brace, but their coat is thick and voluminous. Clipping it might be necessary.
A pet owner who really wants to go the conservative path must have the desire to make it work, and I am here to help. Once again a brace is not magical!

I'm not here to push or scam (certainly not to invent hairs on your braces as you told me), but to provide braces of quality for dogs in need of support. I try to help as much as I can, but I can't do miracles.
A brace is to support a specific joint for treating or helping with a specific ailment. It has its limits of course. But again, above everything else the pet owner who buys a brace must also be willing and do the necessary, caring...
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"WARNING SCAM!!!" : - Would it not imply to actually make a profit from it?

"he kept speaking Turkish" : ?? - I spoke only one Turkish salutation ("kolay gelsin") in our formal discussion through Whatsapp thinking you were Turkish because of your name Ferhat. My apologies if you got offended...

"Be warned they will only partially refund you even if you don't open the packet"- Where does it come from, seriously?

"we bathe our dogs in feaces" - That's simply gross. But you can look into dog skin diseases/conditions to get an idea

"He is charging £7 to remove 5 hairs." - Again, no reason and no gain whatsoever to lie on the presence of hairs. I refund in full when the brace has been cared for. Once cleaned I will provide a picture of the result.

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Reply from Alpha Mobility UK

Jun 7, 2021

Dear Joanne. Many thanks for your testimonial. Your words are most appreciated.

A brace for treating an injured dog (as an alternative to surgery or post-surgery) is indeed not a magical tool. It often requires involvement and work from the owner (for making the dog get used to the brace for example), and the desire to make it work of course.

Best recovery to the little one!

Reply from Alpha Mobility UK

Updated May 31, 2021

I have never seen such an harrassment and abuse from a person.
Annette you obviously do not know when to stop, having nothing else to do but trying to harm and do your own justice over your own flase assumption.
What possible gain could you get on this, not reviewing our actual service but seemingly venting out your frustration?

-Requesting a return of the brace almost 14 days and returning it with many hairs, a horrible smell and a torn leaflet.
-Over the refund directly leaving a false and virulent review on trustpilot, and then sending threats by email before even caring to check your understanding of your refund, or even waiting for the actual refund. Of course I had to answer late at night and during the W-E given the confusion and the strength of your attack.
-Even after three explainations, keeping to harass me in order to get an answer in a form of your liking, during the week-end and bank holiday. Yes I do not welcome the abuse Annette even if you are customer. If I explain £10 refund over 176 is crazy and that is actually the other way around, what else is there to understand?
-Upon actual refund, deleting your false review to explain afterwards that you are distressed by our vivid conversation following your own offense. And I should be the one apologizing according to you?

But yes, I do apologize for my French. "Madame" is THE polite form in French. I did not know it was actually offensive in English, but I will take your word for it.

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Dear Annette, your review is unjustified and uncalled for. You are obviously jumping the gun from your own confusion. I sadly find your behaviour now quite abusive to be honest. And I am sorry, but being the customer should not excuse such a behaviour. Even after reassuring you and explaining the situation, twice... you insist and do not even care removing such a false and hastened review, when I tried to help as much as I could from the start. But this last part seems to be quickly forgotten.

Annette, I am sorry the brace could not help your dog to your expectations, and that the whole process may have troubled you. There is nothing magical about a brace, and it may take longer for a dog to get used to it or accept it. It may require much work from the owner, and it can be difficult at first. But in the end only you know what to do for your dog and how far you are willing to go to help... And you tried to help your dog in pain, and that only is commendable.

However, taking your frustration out on us, prior to even checking with me if your quick interpretation was correct, is quite unfair Annette.

A £10 refund out of 176 for a returned brace in an okayish condition,...how crazy is that? There is a very strong house smell from it as I suppose it was left out of its bag for a long time. There are many remaining dog hairs on it, no doubt. The leaflet was completely torn, and that was sad to see to be honest as it shows the amount of respect and care you gave to it. But even these do not justify a 90%+ cleaning fee Annette... I also personally check all parcels before sending them. It is therefore impossible a torn leaflet was provided to you, not in that state... https://ibb.co/MDMm5zT

What you received Annette, and I am sorry the automated notification from our system caused you distress, is an update on your final invoice, amounting to £10 now (cleaning fee, and far less than what you had prior expected), not £176 anymore. Your own expection for a £15-30 max cleaning fee tells however much on how you treated the brace you purchased and knew about it... This is just sad!

Respect and care... that should be a common right for humans and animals in our society

Reply from Alpha Mobility UK

Mar 15, 2021

Hi Jamy,
Thank you for your review of the Balto brace. A dog can indeed heal from a cruciate injury by itself given time and rest, but with a proper support (conservative treatment). The removable splints inside the brace lock the knee, prevent the leg from flexing and allow your dog to bear weight while the scar tissue safely forms to stabilize the knee once more ; the dog being able this way to keep mobile and to go for its walks!
Best recovery to your boy!

Reply from Alpha Mobility UK

Mar 11, 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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