“i have a new foldawway electric wheelchair, purchased direct from Livewell on 11th August 2024.
It stopped working 10 weeks later. I phoned Customer Services on 23/10/2024 and was told they use idependant contractors to repair these chairs and i have to wait for someone to phone me to make an appointment in up to TEN days. I cannot believe it - they say they care but i cannot move without this chair.”
“I have a easy split power chair brought 17th May this year. On Friday 26th July it went out of control and slammed me into a wall.
Hurting my neck and shoulder leg and foot. I called them Friday after 9 when I got through. Yet after another phone call as soon as they opened I found out they had not book a repair until after my phone call this morning.
I have been, due to injury caused by chairs problems, stuck in as because I was hurt have been unable to use my frame or walker.
Not just a brakedown on chair but caused me to be hurt enough to need medical visit. Still waiting since Friday for a date when repair can be done. Shocking. And chair was only brought 17th May so more or less new, used indoors.”
“After 17 telephone calls and 12 emails no reply. Went on there supplier who very quickly rectified the situation, with a new scooter unfortunately the battery is not charging I have been out on it only twice but it does not go far at all. Here we go again they say they will reply but they don’t horrible feeling as unable to get a response
I would NOT recommend Livewell and I will not purchase from them again”
“I bought a Livewell Instafold Wheelchair two years ago never had a problem with it until my power cable was left in hospital by my mistake unfortunately hospital stall binned it. I ordered a new power lead from Livewell on Friday 14th June payed £7.99 for next day delivery Saturday 15th June. No packaged arrived called Livewell got the most incompetent women who didn't have a clue told me DPD had been to me on Saturday 15th June 2.30pm to delivery packaged when infact no courier had been near here. Delivery would be on Monday 17th June today, but I'd emailed Livewell told them to cancel my order and refund money . The most incompetent company who couldn't get a simple order of a power cable correct and didn't have the brains to give the courier company my contact details. Contacted DPD too as there driver must've been on a never never tour as never was on my property. I'd never deal with or buy from Livewell ever again save your money and go to a company that does actually care.”
“The wheel chair came with the tyre in one wheel soft,we pumped it up and have only used it twice as each time we do the tyre goes soft again,the chair is only 2 months old when we rang cust.service they were very unhelpful and said we must have punctured the tyre,we def.did not!,so buyer beware they are not interested once you make a purchase!!”
“Having purchased an Instafold electric wheelchair I've had nothing but problems with intermittent electrical faults.Causing me to stop suddenly in the immediate pathway of a bus. Customer service would warrant negative *'s. Having finally got an engineer out who couldn't replace faulty parts they offer to post one out to fit myself!!! I'm now to wait a further 5-10 days for an engineer to fit the part. (after 5 days was agreed when a manager was unavailable -then suddenly one came on the phone when it suited the call handler)Customer service did not take the gravity of the situation seriously being sacastically (said supervisor) dissmissive of a very close accident. I have lost all faith in this company and the safety of their products. Customer services do not deliver upon their own recorded message on how highly they value their customers. I will not part with my money with this woefully poorly managed company again.”
“We have an instafold electric chair. The button came off the controls so we rung livewell and they sent a new one in the post Great! But then when my daughter uses the chair it just stops there is no power, we rung livewell and explained they said we had to pay £55 for someone to come out and look at it, they would be intouch within ten days , that didn't happen my daughter was on her way to work and the chair just stopped in the middle of the road as she was crossing. I explained this when I rung livewell but they are not interested. I am going to have to chase them again as they were fast enough to take the £55 but still had no contact as to when. DONT BUY FOR THIS COMPANY THEY ARE ONLY AFTER THE MONEY THEY DONT CARE ABOUT THE DISABILITY”
“Recliner chair no good sent out repair man told to much stuffing and if they repair it it would become very saggy which is not good for a £500 chair what is not fit for purpose told me company would contact me but again I had to do all the running around told they are not going to do anything to help so I will be going to trading standards and going out of my way to make sure other people don't lose their money.”
“Cancelled delivery of wheelchair due to death of my mother Contatcted livewell 8 times They told me DPD lost wheelchair and promised refund 3 times
Keep getting fobbed off that will be sorted
Still no refund”
“Would never buy from these again , customer service term are horrendous, tried ringing before 2 wks return was due and was told that they where busy and they would get another member team to ring me as she was from another department . Told them the livewell self prapel wheelchair was horrendous, rickety unstandle on public footpaths , and the wheels had a mind off there own and kept coming loose . The snotty nose customer service advisor said they couldn’t see no fault with it and returning . If I’m not satisfied just sell on . No thanks not putting anyone in danger . Plus still waiting for manager to ring me so he or she must be a complete sh*t house to reply by phone or email .
So now my 2 wks are up and now been left with a chair that is no use and I feel unsafe using . They will be hearing from my solicitor and that’s not a threat it’s a promise because basically your taken the p*SS out off disabled people and just robbing them blind off there dignity. Worse company ever”
“I really don’t understand how this company is still open? Who gives them 5star reviews, they deal with mobility products for mostly elderly and it breaks my heart that my grandad has been in very excited for his char and it still has t arrived! I even paid extra for next day delivery! I will not let this go easily they lie so much it’s unbelievable I’ve got recording of every single conversation I’ve had with them, and it’s lies after lies after lies! I will get on to social media as it’s more powerful than leaving review.. this company’s days are over.”
“horrible experience ,waited 3 mths to have my scooter fixed under 24 mths warranty ,3 times they came out only to say they had ordered the wrong part ,not one of them had a clue ,leaving me housebound for this period ,eventually offered me 60% refund after months of haggling and emails ,so far waiting 17 days for money but still no sign of refund ,in my 84 years one of the worst companies i have ever dealt with ,if you notice most of the top reviews on her are anonymous ,basically they wrote them themselves.shamefull the way they brush of disabled people.”
“Outrageous customer service, should be a minus star rating - do yourself a favour and avoid at all costs. Paid over £1000 for a mobility scooter for my 91 year old Mum, when it arrived it had clearly been used, dirty marks on scooter, packaging had a cigarette burn on it and the information booklet had been written on & scored out. Firstly they didn’t believe me when I called to ask why they had sent a used item when I paid for a new one. Had to send photographs to prove my claims, eventually got them to collect it then it took them almost another 4 weeks & about 20 phone calls and emails to refund our cash. They do not reply to emails or return phone calls, It took me threatening legal action before I managed to get my money back. Shoddy shoddy excuse for a company - still waiting on 5 call backs from the customer service manager Sam, he is alway unavailable due to ‘meetings’”
“Purchased a Rise & Recline chair for my 84 year old Father in Law to come out of Hospital on next day delivery. Chair turned up as promised unfortunately within 3 hours the chair failed to adjust an dstuck in the rise position . 9am following morning i spoke to the company who were so sorry and promised to collect and replace the chair as the call was on a Thursday it may run into Monday. Monday not call no chair so i called again to now be informed it would take 10 to 14 days to arrange the swap. I informed this was not suitable and required a full refund. Once again i was told that they would arrange things a would call back first thing Tuesday (Today) NO CALL i rang back and the same girl acknowledged that she hadn't called as promised but had arranged to get the chair collected but no idea when and they would not refund untill they had inspected the 3 Hour old chair !! DISGUSTED that they can supply a chair in 24hrs but can not deal with the issues caused if they are called out”
“DISGUSTED
Be very wary. This company is fine if there are no problems but if a problem with the equipment arises be aware that you will have an uphill battle to get it dealt with properly. They know I am chronically sick and disabled and they treated me like dirt! They talked to me as though I was incapable of understanding whether a scooter is working or not and as though I was about 3 years old!
I purchased a mobility scooter January 2021. From August 2021 it never worked properly. I was eventually sent a new battery pack which did not fit my scooter and then was told that 3 different battery packs had been produced since my scooter had been manufactured so I had to take photographs of my battery pack and scooter battery points which I did and was then told it was very difficult to locate the correct one due to the fact mine was almost extinct just 8 months after purchase! Eventually i did receive a new one but problems continued with the scooter with it letting me down and me having to rely on passers by for help to get it and me home. I requested a refund as it was clearly not fit for purpose which was refused. After approx. 6 months n April 2022 they sent out an engineer who told me there was little he could do and that he bet I wished I could just dispose of it which was exactly right. Anyhow he cleaned the battery points on both my scooter and the battery pack and said there was nothing else he could do. The third time I used it following this it kept stopping and starting and juddering. I contacted Livewell they refused to do anything so I ended up contacting my bank, sent them a copy of all the emails and they took the case on for me and I received an email from Livewell Today that they would arrange collection and immediate refund as my bank demanded. the scooter was eventually collected some 2-3 weeks later but no refund as yet. they refer to terms and conditions which apparently can be located "somewhere" on the internet and they have up to 14 days to refund me following collection. I rang them to chase my refund of in excess of £500 which I need to purchase a replacement scooter I pointed out that I am a qualified lawyer and that this is wrong in law, that any customer has to be provided with written terms and conditions if they wish to rely on them and I was told "Helen just go away!" and she disconnected the telephone call.”
“Terrible company and very unkind! Don't use them, look at all the poor reviews, it's true. Ordered for my father in-law, who has been too ill to try it, when he did he fell off (Instafold, Folding Mobility Scooter). It's new in a box, but as it's outside their 28 day returns policy they will not let us return it, there's nothing they can do! I spoke to Steph, she was very nice but sounded embarrassed, she spoke to her manager who refused any help, she would not give me her managers name, that tells it all!”
“PLEASE DO NOT USE THIS COMPANY. Read the other 1 star reviews and take it very seriously. I would also give zero stars if available. I am having to go to court regarding a Livewell Jaunt Plus. I paid for a NEW Livewell Jaunt Plus and they sent me a USED SCOOTER with dog hairs all over it, with a defected battery holder, with soil in the box and on the scooter, it had scuffs and marks all over. The packaging was dirty inside and outside. It smelt terrible. I immediately complained and sent the pictures to them. They kept telling me that they did not receive my email, or the pictures and that there was no record of my discussion with support. I sent the pictures twice using an external service which date stamps it when the pictures are sent and received. They still claim not to have received it. I have evidence that I emailed them and that they ignored my messages. If you try to send items back without them approving it you have to pay nearly £100 and still won't necessarily get your money back. The scooter is faulty and they are refusing to honour the 2 year warranty. I am taking them to court to get this dealt with.
Horrendous company. Please do not use. Save yourself the headache and use a professional company with good customer service.”
“Please do not use this company. Ordered emergency crutches for my elderly mother who couldn’t walk and a bathing aid. Twice the delivery driver failed to deliver the items. Livewell said they couldn’t do anything, they wouldn’t even send out replacement crutches with a different courier. The most useless “customer service” for a company specialising in mobility aids. What a sick joke. Go to Argos instead - Argos deliver crutches in less than 24 hours. Livewell order still hasn’t turned up.”
