Themobilityshop Reviews 

Reply from Themobilityshop

Jun 9, 2025

Hi Louise and Jean, thank you for your feedback.

We’re genuinely sorry to hear about your sister’s experience and appreciate the opportunity to clarify the situation. The scooter was returned without the basket, which is an essential part of the rental package. As with all rentals, the deposit covers potential loss or damage of any included components.

When renting and again before returning the item, we informed you to use the provided packaging to return the item. Unfortunately you decided not to follow these instructions and only part of the rental was returned to us.

We understand this may be frustrating, especially when third-party couriers are involved. However, the responsibility for ensuring all items are returned remains with the customer, as outlined in the rental agreement.

As a result of not returning the complete item as it was rented to you, the person who had rented the item after you was unable to get this item.

Our team is always here to support our customers, and we do our best to resolve issues fairly and transparently.

Reply from Themobilityshop

Jun 9, 2025

Thank you for your lovely feedback!
We’re so pleased to hear that the ordering process was smooth and that your delivery arrived promptly. It’s great to know you’re happy with your purchase!

If there’s anything else we can help with, don’t hesitate to reach out.

Reply from Themobilityshop

Jun 9, 2025

Hi John,

Many thanks for your feedback,

To be completely clear, the full refund for your returned mobility scooter was processed on May 26th, the same day the item was received back at our warehouse. The product was unopened and in original condition, and as per our standard return procedure, it was logged and signed off by our team before the refund was issued.

We appreciate that you followed up to check on the return, but it’s important to note the following:

Until a return is physically received, checked, and confirmed by our warehouse staff, we cannot issue a refund—this is standard practice in all retail environments to protect both parties.

Our staff rely on warehouse confirmations to validate returns. If that information is not yet available, it cannot be confirmed during a live call. That is not a refusal to help—it is a matter of process and accuracy.

Having reviewed the voice calls, staff were courteous and helpful at all times to you and we find the suggestion that we are unsuitable for vulnerable customers misleading and unfair.

We stand by our refund policy and timeline. Your order was handled within an appropriate and efficient timeframe. A refund delay would only occur if a returned product was not yet physically checked in by our team—a process that ensures all items are accounted for and in resellable condition.

We value honest reviews, but we must also correct the record when a public post misrepresents the facts. Your refund was issued correctly, in full, and without delay once our internal process had been completed.

Reply from Themobilityshop

Jun 9, 2025

Thank you so much for your kind words!

We’re delighted to hear that the chair arrived quickly and that you’re happy with it. It’s great to know our team could assist you when you needed it most.

We’ll be sure to pass your compliments along to the gentleman you spoke with – it’ll mean a lot to him. If there’s anything else you need, we’re always just a call away.

Reply from Themobilityshop

Jun 9, 2025

Many thanks for your feedback, its most appreciated