Sunrise Medical UK Reviews 55

Had to track down a replacement battery for an old mobility scooter for an elderly relative and their technical support were great. Didn't think I'd have much luck with it being over 20 years old but one of their team phoned me back with all the details. Even where to buy it! Would give 6 stars if I could, made my grandfather a very happy man.

From my initial enquiry on the website to receiving my product thanks for the help and guidance. I love my new Q300 Wheelchair very well made! Very easy to find a Sunrise approved dealer and to see the products ahead of making the purchase which allowed me to make the best decision for me!

I recently purchased a Q50R Carbon for my mum whom struggles to walk any distance. The chair is light weight and easy to fold making our trips out together much easier.

I wish I had bought one years ago and I am very happy with my purchase.

Sunrise is part of the establishment that works to the disadvantage of special needs people. They work to keep prices extremely high. The won't sell wheelchair parts to users, You have to go through overpriced distributors. And they take weeks to get simple parts that keep a wheelchair functioning. Even worse, they push Quicker chairs that have awful quality control. Brake cables break, seat belts fall off, and bolts fall out. Someone should investigate this company

Placed an order on 09/03 - when chasing up on 21/03 as the order hasn't arrived, we have been told that the goods have been marked as delivered, there is nothing more we can do.

When we have stressed that we have not received order confirmation and have reported non delivery within 4 working days, we have been told this is our problem not theirs

CANNOT TRUST THIS COMPANY WITH MEDICAL ORDERS - BUYER BEWARE

Atrocious.

Have been waiting for a part for my son's home seating for 3 months. Called to chase it up and was told the serial number is of no use and they could not help me. I asked for manager and directors details and was hung up on. Don't use Jcm or sunrise. Go elsewhere.

I I wish this company would contact me , tried ringing and gst no answer !!

I purchased a Quickie Xenon 2 wheelchair from Motus Medical which costed nearly £4000. Motus Medical is the supplier that is linked to the Sunrise medical website where I saw the wheelchair online initially before requesting a demo. This is my first private wheelchair. The wheelchair was handed over to me on 16th July 2021. Before I purchased my wheelchair, I asked about the warranty and I was told it has a 1 year warranty. When my wheelchair was handed over to me, I asked the worker about the warranty again. He told me that Motus Medical will repair any issues for me during my warranty period. I asked him to send me a copy of the warranty, and he said he would. He has not sent it to me and no one from the company has sent me my warranty. I had many problems with my wheelchair from the start. The backrest on my wheelchair is not what was advertised when I ordered my wheelchair. My backrest didn’t last up to 3 weeks before it started crumpling in areas and it became uncomfortable. I emailed Motus Medical about this and an issue with my brakes, along with some photos in August. Someone came out regarding the repair. Further problems with my backrest arose again. It was digging in my back and it gave me back pain. Then a different worker came to look at it in October and he suggested that a different backrest with more padding would be better due to the hard straps at the back of my wheelchair. He swapped over the backrest from my last NHS wheelchair that I used for 7 years to my current wheelchair in the meantime. The backrest from my NHS wheelchair is better quality. However I need to return my last wheelchair back to the NHS wheelchair services soon. I told him this. He promised that he was going to order another backrest for me during that visit, and that I would not have to pay for it. He said I could throw the bad backrest away that was on my wheelchair initially, but I still kept it at home for reference.

On 19th November I emailed Motus Medical to let them know that one of my handrims on my wheels is detached and piercing out in some areas. Also, one of my side guards has an issue. I sent them photos. They told me that under their terms and conditions for a repair or replacement, they can provide a quote that includes the cost of the parts, the callout charge for the engineer (£125) and labour (£40 per hour). They said this would not be covered under any warranty. No one sent me any terms and conditions before I purchased my wheelchair, afterwards or during the handover of my chair. They said I should have raised these issues immediately during my handover but no one one told me to thoroughly inspect my chair at this point. Also I reported the first issue 3 weeks after my wheelchair was handed over to me. They also said if the defects were present at the initial handover, then as per their terms and conditions, they should be documented and reported within 7 working days of the receipt of my chair. Then they said they would have replaced the defective items within 21 working days. This was just mentioned to me 4 weeks ago and the lady said I should check their website for their terms and conditions. I did not sign an agreement to any terms and conditions and these were not given to me. They still have not sent me a copy of my warranty. I asked them again but they have refused to send it to me. They also sent me pre-inspection photos of my wheelchair that they had taken. In these photos, it is visible that the backrest is already crumpling in some areas. I sent them close ups of this but they did not address this. After I emailed them about the matter again, they said that they have sent my photos of the faults and their pre-inspection photos to the manufacturer for comparison. This was 3 weeks ago and they have not got back to me. However I know they will not repair the faults for me. Also they told me that because I do not have insurance, these costs are not covered. Motus Medical did not mention that I will need insurance when I purchased my wheelchair or before this point. Motus Medical is not prepared to repair anything for me under my warranty and they want me to pay. They told me that I have to pay for the replacement backrest as well including a callout charge of £125 plus labour costs of £40 per hour. I have been scammed. I don’t recommend Motus Medical to any wheelchair users. They have terrible customer service and they are cheating disabled people. I am very disappointed.

In January this year I bought a 700m-up via one of their dealers. The price was £22k. 3 weeks ago it developed a fault that needed to attended to by Sunrise themselves.
They are frankly awful and I would not recommend buying your only chair from them - unless you want to end up confined to bed, or worse, I live on my own so I would never get to the loo either.
It’s been 3 weeks and so far the cannot be arsed to reply to the dealer. The dealer and I decided after 2 weeks they ( Motus Medical ) would deliver the chair to SM to sort of up the anti.
The have not been in contact with me or the dealer, they clearly love to make money from the disabled but as to after sales the do not give a damn. Buyers beware! Will be calling them again on Monday…

i brought one of there new Nitrum chairs, with in weeks the seat straps stitching has come undone, i've notified the place i brought it from who advised me on several occasions the seat had been shipped, clearly a lie as its been 2 weeks now, not sure who's lying to me.

i will never buy a sunrise chair again these chair are not fit for purpose i would give no stars if i could, looking on here they clearly dont care

I have two pairs of Sunrise (Cooper's) walking sticks and elbow crutches. I am a retired engineer and I am adapting the walking sticks and making some modification. Before drilling a hole in what was clearly just a plastic plug and not a load-bearing part I emailed the company, explained what I was doing, and asked to be supplied with 6 of the plugs - I added my address and postcode.
I got a pompous reply that they ony deal through dealers and was asked for my postcode which was at the bottom of my first email - that is how much attention they pay to your messages.
I wrote back once again explaining that I did not need the added hassle of a dealer - all I needed was half-a-dozen plastic plugs.
I got an even more pompous reply from the Customer Support Team Leader - and here am I, thinking that they don't have Customer Support worth the name, let alone a team leader. She said: "We would not recommend any alterations be made to our products." You don't say.
I had carefully explained that I was an engineer and the part I needed was non-load bearing. With such a complete lack of interest in what owners need and what they are doing to improve their products, it is no wonder that Sunrise's products are stuck in the 19th century.
They have a "silent" walking stick which needs a hacksaw to adjust its height - and you better not get it wrong or you find yourself paying for another. The "silent" stick is non-adjustable, so as a woman you better not change into high heels. I, on the other hand, have walking sticks that are completely silent and still fully adjustable, and that incorporate a magnetic pick-up gadget that easily lifts 2 pounds in weight.
If you read this and are a manufacturer of medical walking sticks, get in touch and we will put these jokers out of business.

Purchased a Stirling S700 mobility scooter from the Complete Care Shop and it was delivered on Friday 4th October, which SUNRISE MEDICAL supplied. Totally agree SUNRISE MEDICAL aftersales is crap. Always 72 hours to do anything, even reply to an email. See my review on the Complete Care Shop to see just how bad SUNRISE MEDICAL really are.

Extremely poor customer service and wheelchair, I brought a Krypton R full carbon fibre wheelchair. firstly it arrived 5 weeks late and then when it got here the push rim bolts were driven 2 mm into the metal joints on the push rims causing them to be loose and make a horrible creaking sound. They replaced the rims but the replacement rims had exactly the same issue and tried to claim this was normal until I contact Spinergy (the rim manufacture) who confirmed that this was not the case.

After looking over the chair fully they hadn't glass coated the entire chair (which I paid a lot extra for) only around 50% was coated and where there was the glass coating, it was very poorly done as it's all rough and very thin in places and looks awful. With it being so thin in places it will not provide the protection to the frame which I paid for.

The carbon joint in the axel has not been glued in fully so when I'm sitting in the wheelchair using it there is movement in the axel where there should be non. They said this is not the case even though there is video proof of this!

The bearing in the front left wheel has failed - had it less than 5 weeks - Sunrise are refusing to replace a bearing, a bearing! Not a big ask.

The brake mounting holes are drilled in the wrong place on the one side of the frame so the brake doesn't work on that side even with Sunrise adjusting themselves.

Their are joints where the carbon fibre hasn't been cut properly and filled in with glue only meaning they have poor strength and will fail early fracturing which will drastically reduce the life of the frame - they claimed this was normal - it defiantly is not do not let them con you.

There are fractures in the carbon fibre of the frame where holes have been drilled and fraid fibres to go along - they again claimed this was normal, it is not. This would be caused by either poor carbon fibre braiding or poor training on how to use a drill, whichever it is, it's unacceptable for this price point.

This has all been reported to Sunrise Medical and they are stating (even though they sent out a rep to inspect who agreed it needed replacing) that it is only cosmetic and there is no chance they are going to replace even a single part of the chair.. how bad is that. Then they said (even though this being the only wheelchair I own and I cannot walk at all) that they wanted the chair shipped back to Germany for inspection which could take 7 weeks and will NOT under any circumstances supply a temporary chair, this was before I even asked - shows they do not care about you and your disabilities in the slightest.

Ableworld the company I purchased it through have taken my side and have sent out there own engineers to make there own assessment of the above and agreed with everything, but Sunrise have told them the exact same that they will be doing nothing and to take the chair off me even if I don't have a spare.

Ableworld were disgusted and are going to refund me themselves and fight Sunrise themselves as they have lost faith in there products and so should every one of you until this is addressed and changes are made to the production or the SKU dropped completely like their last failed, carbon fibre chair with very similar issues.

Sunrise Medical are not there for you, Sunrise Medical do not care if you cannot walk and rely on the wheelchair you spend your life savings on one of their wheelchairs, and when they don't really want to replace it they attempt to take it away from you to stop me and Ableworld gaining more evidence of the extremely poor manufacturing of their Krypton wheelchairs (this is the second carbon fibre chair Sunrise have released which have had the same issues with the first model which was dropped from the SKU's)

If carbon fibre is important to you have a look at the Kuschall K-series line of wheelchairs, they're a better price for the same spec and are of much higher quality. Invacare/Kuschall also will not encourage you to learn to levitate or think it's okay to crawl along the floor for 7 weeks to inspect the wheelchair, completely lack of empathy or knowledge of customer needs in the slightest.

Sunrise Medical have technicians in the UK that are able to inspect - but are refusing to let them look over the wheelchair with no reason given. I believe they know that the Krypton line are defective, just don't want to admit this to the public.

Had my Quickie Helium wheelchair for over 3 years now and it really is the best wheelchair i've ever had. Sturdy, rugged and above all stylish. I always get compliments on its look when im out and I chose the standard white! would have loved a custom colour, maybe the next time.

Bought a Sunrise Medical Sterling Sapphire 2 mobility scooter 6 months ago with the maximum range of 19 miles but as I have to allow for my weight and hills, I guessed at a maximum range of 12 miles. For the first 5 months, everything went fine but then the charging loom developed a fault and I ended up ruining the batteries due to them being completely discharged.
I then bought replacement batteries at a cost of £141 out of my own pocket and then discovered that the scooter was getting very sluggish. After downloading the technical manual and following the procedure lined out in it, I found that either the motor is at fault or the brushes are worn out. I am now awaiting replacement brushes and hope that that will be the end of my troubles but I doubt it. This unit is still unfit for use and has left me almost housebound.

Update - 21st May 2013. Have replaced the brushes and now the scooter is once again usable. I just wonder why companies sell products that do not last as I would rather pay a bit more for reliable equipment

Update 12 July 2013. Was informed that the motor was kaput and they will have to fit a new one which will be on Monday

Update 25 Dec 2013. Looks like the motor has gone again as the scooter is not keeping the correct speed. Engineer cannot call to inspect it until 3rd Jan 2014. What a load of cr*p this scooter is. I have only had it 13 months and have had the following replaced: charging loom - batteries - motor brushes - motor. Because of all these problems, it has so far cost me another £147 in scooter rentals else I would be house bound. Will never get this brand again