generally a very courteous team who know their stuff very disappointing though that there was a lack of will to resolve an important issue. I booked a wheelchair over the phone and drove to the wheel freedom offices to pick it up myself. Despite having detailed conversations with both the lady on the phone at time of booking and with the gentleman who gave us the wheelchair when we went to pick it up, no one told us at any point that we need to pick a box from the office if we choose to have the wheelchair picked up from us by their couriers at the time of returning the wheelchair. Collection and delivery is £15 each way. I was told that and found it easy to pick up the wheelchair but needed it to be collected from our house for return to the depo. I had indicated this possibility very clearly to both members of staff who dealt with us but what they failed to tell me is that if I didn't have one of their boxes for packing the wheelchair in for their courier then the would charge me the cost of delivery ASWELL as pickup!! If they had told me this before then I would have collected the box at the same time as colleting the wheelchair from the depo. The member of staff insisted I had been told and refused to accept the possibility that she may be made a mistake. She also mentioned it wasn't the job of the man who gave me possession of the wheelchair to tell me about the box. Being charged the extra £15 isn't as much an issue as is the lack of customer care and willingness to help, not to accepting that sometimes staff can make a mistake. Even accepting that and offering an honest apology would help.