Mobility Smart Limited Reviews

Name: Mobility Smart Limited
Address: Unit 12-13, Creamery Ind Est, Kenlis Road,Barnacre, Preston, Lancashire
Rating: 4.69

4.7 Rating 1,069 Reviews

93 %

of reviewers recommend Mobility Smart Limited

4.7

Based on 1,069 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Next Day
On-time Delivery	98%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Email, Telephone, 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 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

“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 4 days ago

It is always tricky when a customer feels ignored, especially when your records show you actually prioritized their request. The goal here is to be firm about your prompt response time while remaining empathetic to the fact that your email might have ended up in their spam folder. Here is a draft that balances professionalism with a polite "fact-check." Suggested Response Subject: Response to Isla Christie "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 1 day 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 1 week 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 1 day 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 1 week 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 1 day ago

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

Helpful Report

Posted 1 week 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 1 day 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 2 weeks 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 1 day 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 2 weeks 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 1 day 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 2 weeks 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 2 weeks 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 weeks 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 2 weeks ago

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

Helpful Report

Posted 3 weeks 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 weeks ago

“Awful product made of cheap plastic, hard to open, plus they sent the wrong colour. I have been ripped-off. Box all battered.”

Helpful Report

Posted 4 weeks ago

Hi Debra, We are incredibly sorry to hear about your experience. This is certainly not the standard we strive for, and it sounds like we missed the mark in several areas—from the product quality to the shipping and fulfillment. We definitely don't want you to feel "ripped off." We would love the chance to make this right immediately. If you would like to return the item for a full refund or a replacement in the correct color, please contact our support team at support@mobilitysmart.co.uk or reply to your order confirmation email. Your feedback regarding the material and packaging has been noted, and we’ll be looking into this with our quality control and shipping teams. We hope to hear from you soon so we can fix this. Thanks From The Mobility Smart Team

Posted 3 weeks ago

“My mother bought an electric wheelchair last year. A few months later, it developed a fault with the battery. They took it away to fix it. That was at the start of December 2025. Nearly two months later, they still haven't fixed it, or told us when it will be fixed, or offered a replacement. On the phone, they keep saying "We'll get back to you" but they never do.”

Helpful Report

Posted 4 weeks ago

I am incredibly sorry to hear about the delay and the lack of communication regarding your mother’s wheelchair. Two months is far too long to be without such an essential piece of equipment, and it’s clear we have let you down—both in the speed of the repair and in keeping you informed. This is not the level of service we strive for, and we want to make this right immediately. Please reach out to us directly at 0800 567 7222 or contact@mobilitysmart.co.uk. We value your patience and truly apologize for the stress this has caused. Thanks From The Mobility Smart Team

Posted 4 weeks ago

“Very misleading website for postage. It said free postage for orders over £40.00 but postage charged. I rang for assistance and the person was not helpful and tried to suggest it was VAT.”

Helpful Report

Posted 1 month ago

Thank you for your feedback. I am sincerely sorry for the frustration caused by the delivery charges on your recent order and for the experience you had when calling us. We aim to be as transparent as possible; our free delivery offer applies to orders over £40 excluding VAT. Because most of products we sell are available to be purchased with VAT relief, VAT isn't included in the qualifying total. Thanks From The Mobility Smart Team

Posted 1 month ago

“the delivery was terrible i had to take two uber to the delivery center and back, they failed to deliver the parcel.”

Helpful Report

Posted 1 month ago

I am very sorry to hear about the trouble you had with your delivery. I completely understand how frustrating it is to have to travel to a depot to collect a package. I would like to clarify that DHL's standard policy is to automatically reattempt delivery if the first one is missed. Had we been made aware of this issue, we could have contacted DHL directly on your behalf to arrange a specific redelivery date that suited you. Since we weren't contacted regarding this delay, we unfortunately weren't aware there was an issue until seeing this review. We pride ourselves on our customer service and would have been more than happy to resolve this for you immediately. We value your feedback and hope you'll give us another chance to provide you with a smoother experience in the future. Best regards, Thanks From The Mobility Smart Team

Posted 1 month ago

“not happy with delivery!!”

Helpful Report

Posted 1 month ago

Thank you for your feedback, though we were surprised to receive a 1-star review regarding our delivery speed. We looked into your order details and noted that your order was placed on the 6th of January after our business hours. Our team processed and shipped it the very next morning on the 7th, and tracking confirms it was delivered on the 8th. With a total turnaround time of approximately 24-48 hours, we feel we processed this as quickly as possible. As you didn't contact us directly to express any concerns before posting this, we would appreciate it if you would consider revising your review to reflect the actual service provided. We always strive for 5-star service and hope you enjoy your purchase. Thanks From The Mobility Smart Team

Posted 1 month ago

“Our Order was place late on 18th Dec. and you promptly despatched on 19th to DHL who received it on 19th and promised delivery on Tuesday 23. We are still waiting on 26thDEC.”

Helpful Report

Posted 1 month ago

Dear customer, thank you for your feedback. We are incredibly sorry that your order hasn't arrived yet. While we did our best to get your parcel to DHL immediately on the 19th, we understand how frustrating it is to wait past the promised date—especially during the holidays. Because you are in an offshore area, logistics can occasionally face extra hurdles during the Christmas peak. Parcel is currently at your delivery depo. We appreciate your patience! Thanks From The Mobility Smart Team

Posted 1 month ago

“0⁰can't order ????”

Helpful Report

Posted 2 months ago

Thank you for sharing your feedback. We sincerely apologize for the frustration and inconvenience you experienced while trying to place your order on our website. We are so sorry that difficulties prevented you from completing your purchase, and we completely understand why you felt this deserved a one-star rating. In the meantime, we want to make sure you can still place your order without delay. Please call us directly, and one of our dedicated team members will be happy to assist you over the phone with your purchase: 0800 567 7222 We value your business and hope to speak with you soon to turn this experience around. Thanks From The Mobility Smart Team

Posted 2 months ago

“Very quick delivery but unfortunately one of the wheels doesn’t spin so its no good and is unsafe and unfit then they expect to collect from a cancer patient who’s nearly at end of life can not walk without falling over very unprofessional company”

Helpful Report

Posted 2 months ago

Dear Sharon, Thank you for taking the time to leave a review. We are truly sorry to hear that the product you received arrived with a faulty wheel and was not suitable. We understand how crucial it is for a mobility aid to be safe and functional, and we sincerely apologize for the distress and inconvenience this has caused, particularly when facing such significant health challenges. We have reviewed the correspondence relating to your order. Our records confirm that when you first contacted us about the spinning issue, our team immediately attempted to offer a few remote solutions and requested a short video of the fault. This is a standard procedure that helps us quickly identify the exact cause and determine the best course of action (repair or replacement). While we did not receive the requested video, we prioritize the safety of our customers. Therefore, we proceeded to try to schedule a collection to have the item returned to our facility so we could inspect it, guarantee its safety, and then either repair the wheel or send you a brand new, fully inspected replacement. Regarding the collection: We deeply regret if the collection process caused any additional stress or felt insensitive given your current situation. We rely on couriers for returns, and while we strive to make this process as easy as possible, we understand that asking an individual with severe mobility issues to handle a return can be extremely challenging. Unfortunately, we need to collect faulty unit before a brand new replacement is sent. Please contact us as soon as possible with a collection date and we will arrange that for you. Our goal has always been to resolve this for you completely and fairly. We appreciate your patience as we try to navigate the proper procedures while being as supportive as possible. We value your feedback and are committed to ensuring your safety and satisfaction. Thanks From The Mobility Smart Team

Posted 2 months ago

“sorry to say, but ive not recieved the said product i bought still waiting,i await some contact as where we are in the process of my delivery date thank you.”

Helpful Report

Posted 2 months ago

Dear Patrick Best, Thank you for taking the time to leave a review, and we are truly sorry that your experience has been so frustrating. We understand completely why you are disappointed, and we want to sincerely apologise that you have not yet received your product. We acknowledge your feeling of being uninformed, and while we did provide updates upon your inquiries, we apologise if those communications did not leave you feeling fully satisfied or up-to-date. We strive for clear communication and clearly missed the mark in your case. The core issue stems from an unfortunate and unexpected delay: Supplier Delay: Our supplier did not deliver the item to us on the date they originally promised. We are very sorry that this crucial step was out of sync. Due to this issue, the item is currently out of stock. We anticipate receiving the next shipment and being able to fulfil your order in mid to late December. The initial delay was exacerbated by unforeseen shipping issues from abroad—a situation that was unfortunately outside of our direct control, as well as the supplier's. We want to resolve this for you immediately, and you have two clear options: Wait for the Item: You can choose to keep your order active. We will notify you immediately the moment the stock arrives (estimated mid to late December) and ensure it is shipped to you as a top priority. Cancel for a Full Refund: We are happy to process an immediate, full refund for your purchase if you would prefer not to wait. Please reply to this message or contact us directly at contact@mobilitysmart.co.uk to let us know how you would like to proceed. Thank you again for your patience and understanding. We value your business and hope to regain your trust. Thanks From The Mobility Smart Team

Posted 2 months ago

“sent wrong items and attachements not working as promised”

Helpful Report

Posted 3 months ago

Thank you for taking the time to share your feedback. We are sorry to hear that you had a negative experience, and we want to clarify the steps that were taken to resolve the situation. Item Shipment: Based on our records, the items shipped were exactly what was ordered and confirmed by you online. Resolution: When you called us to report that the items (and attachments) were not fitting your existing setup, we immediately offered a solution. We arranged for a free collection of the incorrect items and advised you on the correct sizes and attachments that would be compatible with your specific needs. We strive for 100% customer satisfaction and believe we acted quickly and fairly to address the issues you encountered by ensuring you weren't out of pocket for the return and providing the necessary information to get the right products. We are here to assist you further if you have any questions about placing your corrected order. Thanks From The Mobility Smart Team

Posted 2 months ago

“The posting charge is too high”

Helpful Report

Posted 3 months ago

Thank you for your feedback regarding our posting charge and for leaving us a review. I understand your frustration; high shipping costs can definitely be a deterrent, and we apologize if they felt excessive. We want to be completely transparent about this. The charge you see is a direct pass-through of the cost set by our courier partners, and we don't make any profit on it. We constantly negotiate with different carriers to try and find the most competitive rates we can offer our customers. We do appreciate that these costs add up. To help offset this, we offer free standard shipping on all orders over £40 (excluding VAT). We hope this threshold is achievable and helps make your future orders more cost-effective. Thank you again for your honest feedback. We value your business. Thanks From The Mobility Smart Team

Posted 3 months ago

Mobility Smart Limited is rated 4.7 based on 1,069 reviews