Mobility Smart Limited Reviews

Name: Mobility Smart Limited
Address: Unit 12-13, Creamery Ind Est, Kenlis Road,Barnacre, Preston, Lancashire
Rating: 4.70

4.7 Rating 1,423 Reviews

93 %

of reviewers recommend Mobility Smart Limited

4.7

Based on 1,423 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Next Day
On-time Delivery	97%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

About Mobility Smart Limited:

Based in the heart of Lancashire, Mobility Smart has been helping customers live more independently for over 20 years. With thousands of mobility and daily living products in stock, we’re trusted by over 650,000 customers across the UK. From mobility scooters and wheelchairs to home aids and healthcare essentials, our goal is simple — to make life easier, more comfortable, and more independent for everyone.

Visit Website

Phone:

01995638086

Email:

contact@mobilitysmart.co.uk

Location:

Unit 12-13, Creamery Ind Est,
Kenlis Road,Barnacre,
Preston
Lancashire
PR3 1GD

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Mobility Smart Limited 5 star review on 19th May 2026

Steve Okines

Mobility Smart Limited 5 star review on 31st October 2025

Davina Hudson

Mobility Smart Limited 5 star review on 30th October 2025

J E ROMERO VACAS

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Product excellent, everything else very poor. Ordered two wheelchairs and their delivery partner delivered late plus cardboard outrts were soaking, looked like had been left out overnight in the rain. Paid for chairs to be assembled and packaging to be removed. Carrier left packaging at card home who had to dispose of. On complaining company did not check were two chairs offered to refund one packaging charge, more acrimonious correspondence two charges refunded but nothing, zilch for the mega inconvenience to us or the care home by way of compensation. Won’t be using this company again.”

Helpful Report

Posted 2 days ago

“order placed 5/5/26 NO DELIVERY 20/5/26 SO know review”

Helpful Report

Posted 4 days ago

Dear Phillip Evans, I am so sorry for the delay and the frustration this has caused. Your order was placed on 5/5, and it is completely unacceptable that you haven't received it yet. We looked into this and found that DPD unfortunately had trouble locating your address on their first attempt. Because we want to make this right, we have already shipped a replacement to you. We are incredibly sorry for the hassle caused by the courier. Thank you for your patience with us while we get this sorted! Thanks From The Mobility Smart Team

Posted 3 days ago

“Poor delivery time scales with no communication father passed away before equipment arrived”

Helpful Report

Posted 2 weeks ago

I am so deeply sorry for your loss. Please accept our sincerest condolences during this incredibly difficult time. We also sincerely apologize for the delay in delivery and the lack of communication on our end; we clearly fell short of the support you needed. If the equipment is no longer required, please feel free to return it for a full refund. We want to make this process as easy as possible for you, so please reach out to us directly and we will handle all the arrangements. Our thoughts are with you and your family. Thanks From The Mobility Smart Team

Posted 2 weeks ago

“I purchased a Motion Nitron electric Wheelchair O/No. 1000444423 for my disabled daughter due to its modern design and competitive price I paid £1459.(5P including a second battery. I received a follow up call off Simon who took me through a question& answer tick sheet, as I was having the chair delivered for home assembly I asked for the control arm to be put on the left hand side as my daughter is left handed I was told OK, I had also ordered a second battery at extra cost and I just thought it would come with a fitting bracket well was I shocked when I took delivery the second battery had no fitting and the arm was not put on the left hand side, I rang sales and was told as it was self assembly I had to do the arm myself and it also did not come with a bracket for the second battery. I said if I had been told this on the follow up call I would have paid the extra £50.00P for the work to be done. I asked about carrying the second battery and was told place it in the back rest of the wheelchair, I said tipping hazard. Anyway I was told they had been in touch with the supplier and a bracket was not or could not be supplied for the second battery but I could contact them myself if I wanted, well wanted I did & I spoke with engineering and one was sent up FOC immediately with a note saying thanks for letting them know and the design requirement for the second battery would be amended. I was not happy with the after sales provided from Mobility Smart, nice as pie on the phone but a little bit missing on my particular follow up call/situation. WILL NOT USE MOBILITY SMART AGAIN. You have my order number if anyone at MOBILITY SMART reads this review.”

Helpful Report

Posted 1 month ago

Dear Kenneth, Thank you for taking the time to share your feedback. We are genuinely sorry to hear that the delivery and setup of your daughter’s Motion Nitron electric wheelchair didn't meet your expectations, as we always aim for a seamless experience for our customers. Regarding the points you raised, we would like to clarify a few details based on our records of the order: Assembly & Delivery: When you spoke with Simon, our records indicate that the Boxed Free Delivery option was selected. This is a self-assembly service. We do offer a premium Engineered Delivery and Assembly service for an additional charge, which includes full setup and configuration by a technician, but as this wasn't purchased, the chair was dispatched in its standard factory state for home assembly. This was explained by Simon when he called you after you made your purchase. Joystick Configuration: Because this model is designed for the joystick to be easily fitted on either the left or right side, Simon confirmed it was possible to have it on the left. However, since the "self-assembly" option was chosen, this adjustment is part of the home setup process rather than being pre-configured at the warehouse. The Second Battery: We are glad to hear the manufacturer was able to assist you directly with a bracket. We appreciate you bringing this to our attention, as it helps us better understand the specific hardware included by our suppliers for additional accessories. We understand your frustration regarding the communication during the follow-up call, and we will use your comments to ensure our team is even more explicit about what "self-assembly" entails versus our engineered service. We wish your daughter the very best with her new chair. Thanks From The Mobility Smart Team

Posted 1 month ago

“DHL delivery failed twice and has still not been received 6 days after planned delivery date.”

Helpful Report

Posted 1 month ago

Dear David Knapman, Thank you for your feedback, and please accept our sincere apologies for the delay you've experienced with your delivery. We understand how frustrating it is when a delivery date is missed. To provide some context on the timeline: your order was placed late on Friday, and our team had it processed and shipped out first thing Monday morning. Unfortunately, DHL experienced a delay within their network after it left our warehouse, which has resulted in the current hold-up. While the delay occurred once the parcel was in the courier's hands, we are very sorry it has taken them so long to get your items to you. We can see that it now was delivered safely to you. Thanks From The Mobility Smart Team

Posted 1 month ago

“I would seriously think before making any purchase which mobility smart, solely because of the delivery company they use....DHL-e COM UK.for me the whole experience from the start was poor”

Helpful Report

Posted 1 month ago

Dear Valerie Hewitt, I am incredibly sorry to hear that your experience was marred by delivery issues. We understand that the service provided by the courier is a direct reflection of your purchase experience, and it’s disappointing to hear that DHL-e COM UK fell short of the mark. We want you to know that we’ve been listening to this feedback. We are currently in the process of changing our courier providers to ensure our customers receive the reliable service they deserve. While we cannot always control a courier's individual actions once a package leaves our warehouse, we can control who we choose to partner with, and we are making those changes now. We appreciate your patience during this transition. Thanks From The Mobility Smart Team

Posted 1 month ago

“Purchased a knee scooter for my mum. We put it together but the brakes on it do not work. I have tried to contact Mobility scooter several times but have been ignored. Their email says 'we will respond in 1 business day'. No one has responded to any of my emails. Very poor customer service. Would not purchase from this company again.”

Helpful Report

Posted 1 month ago

Hi there, I completely understand the frustration when a piece of essential equipment doesn't seem to work right out of the box—especially when it's for a family member. However, I would like to clarify the timeline of our communication to ensure there isn't any confusion: Sunday, March 1st: You sent your initial email while our offices were closed for the weekend. Monday, March 2nd: We responded within one business day with specific instructions on how to adjust the brake tension (which is a common setup step). Thursday, March 5th: We received your follow-up reply. Friday, March 6th: We responded to that inquiry as well. It’s possible our emails may have landed in your spam or junk folder, as we have been actively replying to your messages. We genuinely want to make sure your mum’s scooter is safe and functional. Please check your filters for our messages from Monday and Friday. If you still can't find them, give us a call directly so we can walk you through the brake adjustment over the phone! Thanks From The Mobility Smart Team

Posted 1 month ago

“I haven’t got the product yet”

Helpful Report

Posted 1 month ago

Hi there. I’m so sorry for the confusion regarding your delivery, but I’ve looked into this and would like to provide some clarity so you can find your package! According to the tracking information, your parcel was successfully delivered on the 24th. The courier noted that it was left in a safe place: on the clear glass table located downstairs. I recommend checking that specific area or checking the tracking link provided in your shipping email to view the delivery photo. If you still can’t locate it after checking the table, please reach out to us directly so we can assist you further! Thanks From The Mobility Smart Team

Posted 1 month ago

“Did not appreciate tone of email in reply to request for returns policy”

Helpful Report

Posted 2 months ago

Dear Joan Henderson, Thank you for your feedback. We are sorry to hear that you were disappointed with the tone of our recent correspondence regarding our returns policy. Please note that this is a generic, automated email designed specifically to provide all the necessary technical steps and information required to process a return correctly. It is intended to be a practical guide to ensure your request is handled efficiently, and we certainly did not mean for it to come across as anything other than helpful and informative. We value your business and appreciate you bringing this to our attention. If you have any further questions or need assistance with your return, please feel free to contact us at contact@mobilitysmart.co.uk. Thanks From The Mobility Smart Team

Posted 2 months ago

“Still waiting for item to be delivered by dhl they should hv been here 3 days ago excuses excuses so poor service indeed”

Helpful Report

Posted 2 months ago

Hi Anthony, I am incredibly sorry for the delay and the frustration this has caused. We looked into this with DHL immediately, and it appears the courier was unable to locate your address because the specific house name did not populate in their postcode finder system. Because the delivery could not be completed, the item is now being returned to our warehouse. We will be issuing a full refund to your original payment method immediately. We appreciate your patience while we get this sorted, and we'll be looking into our address validation process to ensure this doesn't happen again. Best regards,

Posted 2 months ago

“Product fine but staff unhelpful and bad attitude”

Helpful Report

Posted 2 months ago

Thank you for your feedback. We’re glad you liked the product, but we’re surprised by your comment regarding our service. After your order was already dispatched on our system, you notified us that the billing and delivery addresses provided were incorrect. Despite the order being already labelled and ready to go on delivery van, our team immediately contacted the warehouse to pull the package back and relabel it to ensure it reached you safely. We did our best to rectify the error you made quickly to save you the hassle of a lost package. We're sorry if our explanation of this process came across the wrong way, as our only goal was to solve the issue you flagged. Thanks From The Mobility Smart Team

Posted 2 months ago

“Asked for help to order the correct item 3 days ago and nobody’s bothered to even get back to me. Terrible customer service considering this company is aimed at disabled people”

Helpful Report

Posted 3 months ago

Hi Isla, We are truly sorry to hear you felt unsupported, as that is the last thing we want for our customers. We’ve looked into our records and found that we actually sent a detailed response to your inquiry within 3 hours of receiving it. It’s possible our email may have been filtered into a junk or spam folder, which is frustrating for both sides when we’re trying to help as quickly as possible. Providing accessible and timely support is our top priority. We will reach out to you again right now from a different thread to ensure you get the help you need with your order. Please keep an eye on your inbox (and spam folder) so we can get this sorted for you immediately. Thanks From The Mobility Smart Team

Posted 2 months ago

“I visited the showroom yesterday seeking advice about a swivel bath chair for my elderly mother. The showroom was deserted, nobody at the desk, but two people sitting working in the office so I went to knock on the office door. The guy who came out was visibly annoyed at being "disturbed" and went on to be breathtakingly rude, patronising and sarcastic (eg when I was asking about how the swivel system worked he said "I already told you it rotates." Then with exaggerated slowness: "That means it turns in a circle" while drawing a circle in the air). He obviously had no interest in selling me anything, and after that experience I certainly wouldn't buy anything from them. I was just relieved I hadn't taken my Mum along to be insulted and belittled. I'm still quite shocked.”

Helpful Report

Posted 3 months ago

I am deeply sorry for the experience you had at our showroom yesterday. What you described is completely unacceptable and falls far short of the professional, empathetic service we pride ourselves on—especially when you are seeking solutions to help care for your mother. Please rest assured that we are taking your feedback very seriously. We will be speaking with our entire showroom team immediately to address this behavior and ensure that no other visitor is ever treated with such disrespect. Sarcasm and impatience have no place in our business, and I am genuinely relieved, as you noted, that your mother was not there to witness it. We clearly missed the mark on providing a welcoming environment, and for that, I offer my sincerest apologies. Thanks From The Mobility Smart Team

Posted 3 months ago

“The walking stick was too tall for my mum, when I bought it, it never mentioned height. I assumed they are adjustable. Customer service is non existent. I tried to call the helpline to no avail. Looks like I will have to get another one from a different merchant”

Helpful Report

Posted 3 months ago

Hi there, Thank you for your feedback. We are sorry to hear the walking stick wasn't the right fit for your mother. We aim for full transparency in our listings, where we specify that this model has a Minimum handle height of 837mm (33") and a Maximum handle height of 937mm (37"). Regarding your experience with our helpline, we haven't received any emails or records of a contact attempt from your account, but we would love to make this right. Please call us directly at 0800 567 7222 or reply to this message, and we will arrange a return and refund for you immediately. Thanks From The Mobility Smart Team

Posted 3 months ago

“I have to send parcel back myself with my own money”

Helpful Report

Posted 3 months ago

Hi James, Thank you for reaching out. We understand that paying for return shipping can be an unwelcome surprise. However, as stated in our Terms & Conditions on the website, customers are responsible for return postage costs in cases where the incorrect item was ordered. Since the product received matched the order placed, we must adhere to this policy to keep our prices competitive for everyone. We appreciate your understanding and are happy to process your refund as the item arrives back at our warehouse. Thanks From The Mobility Smart Team

Posted 3 months ago

“Hopeless Contacted them on there online contact link About the power pack I purchased and they can't even be bothered to get back to me I think they're waiting for the two weeks so I can't send it back !!!”

Helpful Report

Posted 3 months ago

Hi Robin, thanks for reaching out. We’re sorry for any worry regarding the return window! It looks like your message came through on Saturday; as we are closed over the weekend, our team responded first thing on Monday morning as soon as we were back in the office. Please check your inbox so we can help you with that power pack right away. Thanks From The Mobility Smart Team

Posted 3 months ago

“I would never entertain getting anything from these again s I ordered a magnifying glass from them which was not worth the money or fit for purpose and trying to return this is not worth it as their returns policy is rubbish and would cost me more than is worth so easier to put it to the recycling centre would not recommend at all”

Helpful Report

Posted 3 months ago

Hi Linda, thank you for sharing your feedback. We’re sorry to hear the magnifying glass wasn’t quite what you expected. As noted on our website, we are happy to cover the cost on returns for items that are faulty or not as described. However, for standard returns where the item is no longer wanted, the return shipping is the responsibility of the customer. We strive to keep our product descriptions as accurate as possible to help our customers make informed decisions. We appreciate your feedback and will take it on board. Thanks From The Mobility Smart Team

Posted 3 months ago

“The use of DHL delivery services is very poor customer service! I have been charged £20 for DHL to collect a return package to Mobility Smart. I waited in all day as pre arranged between DHL , Mobility Smart and myself but nobody turned up to collect the package. When I telephoned Mobility Smart to report DHL had not turned up the customer care advisor informed me he deals with numerous complaints of a similar nature. I asked him why were they using such a poor delivery company and he replied “ because they are the cheapest “! This is very poor customer service and I should be reimbursed my £20 from Mobility Smart who knowingly acknowledged using a delivery company with such a bad track record. A very dissatisfied customer!!”

Helpful Report

Posted 3 months ago

Dear Joanna, Thank you for sharing your feedback. We are sorry to hear that the collection did not go as planned, as we understand how frustrating it is to wait for a courier that doesn’t arrive on schedule. To address your concerns regarding our choice of courier: we utilize DHL because they allow us to keep our shipping and return costs as low as possible for our customers. Logistics is a balancing act; if we were to switch to a "premium" courier service, the cost of collection would significantly exceed the current £20 fee. In our experience, most customers would find those higher rates even more unsatisfactory. While we strive for a seamless process, we are not a delivery company ourselves and rely on third-party providers to execute these services. If you feel our current courier options do not meet your expectations, you are, of course, under no obligation to use our collection service and are welcome to arrange your own return via a provider of your choice. Thanks From The Mobility Smart Team

Posted 3 months ago

“Item arrived damaged and unable for use. I’ve emailed a request to return this item and haven’t heard anything back.”

Helpful Report

Posted 3 months ago

Hi Celine, thank you for reaching out, though we are very sorry to see this review. We were disappointed to hear your item arrived damaged, as we take great care in our packaging. Regarding your request, it appears there may be a communication gap—we actually replied to your email and processed a full refund for your order immediately upon hearing from you. Our records show the transaction was completed straight away to ensure you weren't left out of pocket. We kindly ask that you check your spam or junk folders, as our reply likely landed there. It is also worth checking your bank or credit card statement, as the funds should already be reflecting or pending. We pride ourselves on fast, fair service, and we took these steps immediately to make things right for you. Thanks From The Mobility Smart Team

Posted 3 months ago

“I and several friends were unable to find a way of threading a needle in this gadget!”

Helpful Report

Posted 3 months ago

Dear Pamela, Thank you for sharing your feedback. I am so sorry to hear that you and your friends had a frustrating experience with our automatic needle threader. We want our tools to make sewing easier, not more complicated! These gadgets can sometimes be a bit "fussy" depending on the needle size or how the thread is seated. Most often, the issue is simply a tiny alignment tweak. We would love the chance to turn this experience around for you. If you still find it isn't working for you, please reach out to us directly at sales@mobilitysmart.co.uk . We’d be happy to help you with a return or walk you through how this should work! Best regards, Thanks From The Mobility Smart Team

Posted 3 months ago

Mobility Smart Limited is rated 4.7 based on 1,423 reviews