AbovetheloopAnmeldelser 

Besvarelse fra Abovetheloop

17. apr. 2022

Hi Vicky,

In all honesty, our team's quite shocked that we've been given a 1-star rating for our customer service.

We were super fast in shipping out your order like we are with all of our orders. You then received your order the following working day after despatch. We provided this next day service for free.

One week after your order arrived we received an email from you complaining about the price you paid and that you felt it was 'extortionate'. We replied to this email within 10 minutes. Plus, this was beyond our working hours. As we are a relatively small company, a 24/7 customer service operation is yet to be established. Though we do reply as soon as we can. Like we did. In this reply, we explained our business model, which is also clearly stated on our What We Do page. We resell limited edition trainers that are difficult to acquire. Though some people are not in favour of this model, it's something that cannot be avoided. And it's better to have a reliable source to rely on in this huge aftermarket. We are super reliable and we have great availability. As many know, if these awesome trainers are readily available in retail shops, that would be quite boring. It wouldn't be satisfactory seeing everyone in the same trainers. Plus, there's a whole community built around having cool kicks and we love it. We're simply in the middle of this ever-growing market, helping people get access to these limited trainers. Therefore, we have to price our products in relation to supply and demand.

The trainers you purchased retailed at £70 but were listed for £109.99 on our website. We priced these very well and very competitively with similar companies charging much more... £160, even £200! Though, as a business, we have to keep a set margin in order to sustain profitability and continue business activities. This is decided in the backend, though we try to provide items at the best value possible. We've even recently added designer clothing to our website which we sell for with heavy discounts, under retail prices!

How we price item/s is completely up to us as a business. Whether we want to charge a thousand pounds or a hundred pounds for an item. You as a consumer are in charge of making a rational decision as to whether you would like to purchase the product. It's quite unfair to leave a review, especially a damaging 1-star review, wholly based on the fact that you were not happy with the price. If you weren't happy with it, you shouldn't have bought it in the first place. Or, if you purchased it, and regretted buying it when you received it, you could have returned it. We have an easy return process and you would have received a refund. Plus, we did consider applying our welcome offer for you, but this was already used at checkout.

We, therefore, believe this review is very unfair. We did also give you a call, which we do in rare cases to try to explain our business model. Also, you have purchased from us before, and that seemed to be fine. So we're quite confused.

This review does not accurately represent our service. Though we do hope you, or the person you bought them for, enjoy the trainers.

Kind Regards,
Above The Loop Customer Service

Besvarelse fra Abovetheloop

16. feb. 2022

Hi T,

I hope you are enjoying your new sneakers!

I understand that you were not so happy with the time it took for you to get these delivered. However, I think there has been some confusion! The particular size you ordered was part of our source service. As explained in our What We Do page, this procedure involves the collaboration between Above The Loop and other sneaker suppliers around the globe. One of our trusted suppliers then ships the requested item to us, which we then swiftly despatch for next day delivery. This can be accessed here: https://www.abovetheloop.co.uk/pages/what-we-do.

The item and size you ordered therefore had a despatch time of 3-7 working days as stated on the product page. Our records show that the item was despatched in 5 working days, so well within the time frame stated. It was then delivered the very next day after despatch as stated.

This is how we currently process a large number of orders. Our recently updated 'Track My Order' page also provides you with this information.

Anyway, I hope that has cleared that up! If in the future you do need something ASAP, feel free to contact us and we can give you a more accurate delivery date. Items that are not part of our source service will arrive the following working day.

Kind Regards,
Above The Loop Customer Service