Five-star service from mobility equipment firm saved our holiday

My husband has motor neurone disease (MND). For us to continue going away, we decided to buy a refurbished mobile hoist, which helps to get out of a bed, from the online mobility equipment company, Wuva.

It arrived quickly, but had been damaged in transit and didn’t work. I contacted Wuva out of hours via WhatsApp, and within five minutes I received an extensive apology and advised an engineer would call me shortly.

One of the owners then rang almost immediately, and went to great lengths to reassure me that we would have a working hoist in time for the holiday booked for the following week.

The next day, he drove from London to the Wuva warehouse in Leeds to pick up a brand-new hoist. He arrived at our home past midnight, as the motorway was closed, having kept me informed, and unpacked and set it up for us.

It is amazing and we are now able to plan more trips away. Everything is such a struggle when living with MND, and Wuva’s kindness, empathy, and swift action means a great deal.
SN, London

Your email was a shining light amid the gloom of my inbox. It reminds me of the owner of an Essex luggage shop, Bagcraft, who made an 860-mile round trip from Leigh-on-Sea to Edinburgh to ensure a customer got a replacement suitcase in time for his holiday.

The mobility aids market is “plagued by faulty goods and poor service”, according to Citizens Advice, which says it receives a complaint every hour.

Wuva, which began trading last year, will go the last mile – quite literally, it seems. If there’s a problem, its five staff are accustomed to making emergency dashes across the country to ensure customers get it on time, according to CEO James Hole. “Mobility aids are mission-critical,” he says. “A delay could mean a customer can’t get out of bed, attend a wedding or go on holiday, so we will always do what it takes.”

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