Essential Aids Reviews 5.667

I ordered a Rollator Deluxe as it folds up small enough to go in the boot of a car. On arrival when I removed it from the packaging one of legs wouldn't fold up. Now I am profoundly deaf & cannot hear on the phone so I sent a WhatsApp text message reporting this being due to a faulty push pin. I asked for it to be collected for return. But because the leg wouldn't fold up it wouldn't go back in the box. The supplier requested photos of the item which took and emailed back on 24 March - no acknowledgement! I asked for an update on 26 March - no acknowledgement. On 30 March another telephone call was made and arrangements were made for it to be collected on Tuesday 31 March with instructions to wrap it in black bags and to protect the 'errant leg' which I did with bubble wrap. From this point onwards I had no communication from the customer service department. I managed to track the return which arrived on Tuesday 7 April 14:30. I messaged on 8 April asking when I would be refunded - no word from customer service. Then on 14 April I noticed money had been put back into my account - no communication. However this was for
£79.00 & I paid £104. I didn't bother emailing or texting just asked for help with a call. In a nutshell I was told that it hadn't been put together properly - I never got that far - and had been charged £22 for the courier and £3 for new box!
Customer service was dire, I had to chase everything and the final phone call was the last straw. I reported it faulty on 18 March and part payment received with no explanation on 14 April - thats 4 weeks!

I found the small tripod stick unstable and the handle not as comfortable as the ergonomic ones so needed to return. The cost of return was £14.40 (the stick cost just over £16) so wondering what to do next.

I bought a Manx Pressure Relief cushion that was advertised as having “effective pressure care”. Well, the cushion actually compresses down to a pancake when sitting on it, and I am nowhere near the maximum user weight!
Update - issue now sorted.

Very happy with my new mobility scooter the service was great it arrived a couple of days after I ordered it and I would recommend essential aids to my friends

I bought a writing aid called Ring Pen Ultra. The item arrived in an envelope without manufacturers packaging. Upon inspection the item was filthy with ingrained dirt and greasy fingerprints, there was a chunk of damage on one side. Not clean and not sterile. I wrote to formally complain, attaching images and all relevant details, pointing out that infection control should be a priority in supplying products to clinically vulnerable customers. Particularly concerning is their 'NHS contract'. The response from Debbie, was that I should send images (already sent so I sent again) saying that once the warehouse responded they would send me a refund. I didn't ever hear another word from Debbie, 2 weeks later I received a refund, no email to tell me and no acknowledgement or undertaking to improve, and no apology. Filthy product and vile customer service.

fast efficient delivery - thank you

UPDATE: I have now been asked to provide additional information and, as I have apparently missed the deadline to do so, I have been told my review may be removed. Essential Aids are claiming that the review may be for another business. It is not. It is very definitely for Essential Aids. Their positive rating may be misleading if Trust Pilot is able to remove negative reviews at the behest of the company being reviewed.

ORIGINAL REVIEW: I was extremely interested in a specific mobility scooter, but their webpage had conflicting information on a couple of key points (ie the description said one thing, the specification said something completely different). I therefore emailed them, requesting the manufacturer's specification but have had absolutely no response. To me, good customer service is key. This lack of interest, and also the lack of concern about inaccurate and conflicting information on their website does not encourage custom. Sorry. (And, yes, I have triple-checked the email address I used)

was trawling for something light and comfortable and saw this atom power chair,,lovely ,,,,bit miffed because it hasnt got the onboard charging point as booklet stated cos batteries are a tight fit but thats a minor detail,,,looking forward to my first outing

Great service with supply and deliver.
My new chair is really well made and is comfortable and stylish. I need a permanent commode and this chair has provided me with the convenience without the embarrassment of obvious use. Great design with clever dual purpose. It blends well with my room.

FOrdered one 3rd April still waiting no word on delivery times sorry I deleted conformation so lost order number.hope you can help.

Excellent customer service
Bought two adjustable doorsteps they're perfect for patio door exit at a price I could afford 👍 highly recommend this company ⭐️⭐️⭐️⭐️⭐️

Delievery was delayed a day. My grandmother who is 86, found the delivery driver was not helpful. The box could not fit through her door, she attempted to ask him just to move it from in front the front door 3 steps to the front window. Just so it did not block the door and the delievery driver walked away and got into his van and drove off.
She had to leave the delivery blocking her door until I was able to finish work and help her She was very upset and I am not happy that she had to deal with this.

Excellent company , purchased unsuitable goods ( my fault not theirs) and they made a full refund within two days of their return

Very easy ordering process with quick delivery. The frame was of high quality and solved my problem with the pressure of bedcoverings on feet overnight.

The product I bought (tray I can use one handed) is making my life a lot easier. Thank you. Delighted!

everything was as it was described. The order came quickly and the website was very easy to use

I recently purchased a wheelchair from Essential Aids, and I’m very pleased with the overall experience.

The ordering process was straightforward, and I found the information provided clear and helpful when choosing the right product for my needs. As this is an important mobility aid for me, having that clarity and confidence made a big difference.

Customer service was reassuring and easy to deal with, and I felt supported throughout the process. Delivery was also handled smoothly, which added to the positive experience.

Overall, a reliable and professional service. I would definitely recommend Essential Aids to others looking for mobility equipment.

There was a small problem but Karen dealt with it perfectly. Absolutely no complaints.

So pleased with the speed of delivery, fair pricing and really care and useful equipment that Essential Aids provide. A company I would use again and totally reccommend.

The foot stool is very neat so doesn't get in the way and the adjustable height is very useful. Delivery was very quick.