Above The Clouds Store — Local services in Sydney

Extremely Disappointing Customer Experience

I spent over $400 on an order from Above the Clouds, which was unfortunately lost by Australia Post. When I reached out to the business for support, I was told that it wasn’t their responsibility and that I was not entitled to a refund or store credit.

While $400 may be a drop in the ocean for a business likely handling tens of thousands per day, it’s a significant amount for me. I completely understand that things can go wrong in transit, but the way a company responds in these moments is what defines its integrity.

What’s most frustrating is the refusal to take any accountability or offer a resolution. The parcel never reached me, and legally—as outlined by the ACCC—it’s the seller’s responsibility until the goods are received. Telling customers “it’s not our problem” is not just dismissive, it’s a failure in basic customer service and consumer rights obligations.

I strongly urge others to consider this before purchasing. If something goes wrong, you may be left out of pocket with no support from the retailer.

Edit: Had a look on the NSW Gov website and it’s pretty clear your terms and conditions are in breach of NSW law. I’m entitled to a refund for good or services that I never received. If Australia Post lost your parcel, you should chase them up. I’m not their customer, you are. Also for goods over $100 Aus Post has some pretty clear terms stating you need to purchase extra cover for when things like...

Pretty disappointing business practices.

I purchased a $350 denim jacket based on multiple claims in the product title and product information that it was Made in Japan; a detail that suggested a certain level of quality and craftsmanship. When the jacket arrived, it was clearly labelled Made in China.

This felt deceptive, but I gave the benefit of the doubt and contacted their customer service back in December 2024, expecting they’d acknowledge the error, update their website, and assist with a return.

Unfortunately, I never received a response, and the misleading “Made in Japan” claim is still on their website against this product today. One that might be forgiven if somewhere in else in the description it acknowledged the product was perhaps assembled in China, but...

The service can’t compare with “Farfxxh” or “Exd”. You need to bear the cost for return and the return is giving a store credit instead of refund. I rather to pay a small delivery fee to the other in above mentioned but bear no cost for return and get a full refund on in any case. The delivery time is way slower than the above mentioned stores too. If I placed order on Friday, mostly I will get the delivery on either Monday or Tuesday by DHL, but I will only get the parcel a week later after if buy it from ATCS who uses Startrek for delivery (terrible service - postie not make delivery but send the parcel to collection centre directly, system triggered a “no attendence to collect parcel” status.

A follow up note - first order placed 14 Nov,...