Buying a Wheelchair - Lessons Learned the Hard Way

sid77

Our recent experience in buying a wheelchair may help others.

Though of course he prefers to try to walk, my husband needs a wheelchair when he is undertaking chemotherapy.

We bought from a local shop that trades in mobility aids and bathroom fitting. The assistant offered no advice although he knew the chair was for my husband and he could see his frailty.

We chose from the display and the cost was £245. He gave us no instructions or tools.

Next day we returned to ask for the instruction booklet and tools then took the chair to a local park by car to practise on a straight flat path. We had to give up very quickly as the chair pulled inwards as I tried to push because the seat was far too wide for my husband. It was very difficult to steer. In researching on the internet we found the same chair was £189 in other mobility outlets and that it came in a choice of three seat sizes.

We took the chair back to the shop where we encountered the very aggressive owner of the establishment. Without looking at the chair which was still immaculate he shouted that he did not take returns that had been used and were not in original wrappings. (As it was a display item we never had original wrappings.) When I started to ask about the lack of advice when we purchased, about partial refunds and the high price. He told me that he could charge what he liked and that he would not take the chair back. He put the chair out on the pavement and ordered me to leave.

Trading Standards advised me that as we had accepted the chair on the day of purchase we could not insist on a total refund. They told me to write a polite letter to the shop, to register the post and to send a copy to them.

Due to the man’s attitude and my husband’s life expectancy I am not pursuing the issue. I would like to share, however, the lessons I have learned though they may seem obvious to many:

*Go to a place that has assistants who know about the items they are selling.

*Be aware that some chairs are available in different seat sizes

*Do not purchase anything that is not in its original packing

*Be aware that once you have signed for an item such as a wheelchair the shop keeper does not have to take it back. Once out of the door it can be pronounced “used”.

*Always research prices for identical items before purchasing anything

*Purchase from companies that have a complaints procedure rather than family firms

*If you choose to support a local business do not trust reviews posted on the internet. Instead ask around if anyone else has had dealings with the outlet and if they are happy about the outcomes. (I learned a lot too late!) .


The plus side is that I think myself fortunate in that I have never encountered such a confrontational salesman ever before.

missile

I am sorry to hear about your experience and your husbands deteriorating condition.
I would suggest you contact your GP, he should have be able to arrange an urgent OT appointment and they will provide a wheel chair and any other essential aids your husband may require suitable wheelchair free of charge.

gingerbreadmen

Name and shame.
so others don't visit this terrible shop

POPPYOSCAR

missile wrote: »

I am sorry to hear about your experience and your husbands deteriorating condition.
I would suggest you contact your GP, he should have be able to arrange an urgent OT appointment and they will provide a wheel chair and any other essential aids your husband may require suitable wheelchair free of charge.

Yes.

I cannot understand why the OP bought one.

My brother was measured and a wheelchair provided that was suitable for him and his needs.

mrcol1000

To be fair on the OP you don't get a wheelchair the day after you see your GP. It can take months before you see anyone and then depending on the area it can take a while to get the wheelchair. Not everyone can plan that far in advance.

Unfortunately most retailers won't accept a used wheelchair back. Charities like Red Cross will lend you one while you are waiting for a NHS one (assuming they will give you one). If you have a CareCo near you they let you try stuff out and some of the stores have Occupational Therapists that can make sure you get the right one but all their staff are trained to help

sid77

POPPYOSCAR wrote: »

Yes.

I cannot understand why the OP bought one.

My brother was measured and a wheelchair provided that was suitable for him and his needs.

It is another lesson I could add to the list though it not part of the shopping experience - it is something we have learned since. We have never been in receipt of any benefits so did not think any would apply to us when my husband was declared Stage 4 three years ago.

It is only in the past couple of weeks that we have got a weekly allowance and a blue car parking badge. We were told the name of a McMillan nurse a long time ago but didn't meet her as she was just covering for a maternity leave. The returnee didn't contact us so we were not made aware of many things until my husband started attending the hospice for a day each week. Another lesson for another post should be to be proactive, don't just think things won't apply to you, plus ask loads of questions on a forum like this.

Thank you for your attention. I didn't used to think talking would help but it does.

POPPYOSCAR

sid77 wrote: »

It is another lesson I could add to the list though it not part of the shopping experience - it is something we have learned since. We have never been in receipt of any benefits so did not think any would apply to us when my husband was declared Stage 4 three years ago.

It is only in the past couple of weeks that we have got a weekly allowance and a blue car parking badge. We were told the name of a McMillan nurse a long time ago but didn't meet her as she was just covering for a maternity leave. The returnee didn't contact us so we were not made aware of many things until my husband started attending the hospice for a day each week. Another lesson for another post should be to be proactive, don't just think things won't apply to you, plus ask loads of questions on a forum like this.

Thank you for your attention. I didn't used to think talking would help but it does.

I am sorry to hear that.

My SIL was greatly supported by McMillan Marie Curie and the local hospice.

Do you need anything else? My SIl got a grant for a washing machine from one of the charities as hers was packing up and she had to do so much washing of bedding etc.

They were not on benefits as up until that time my brother was working and my SIL working part time.

Feel free to say anything you like on here just vent if you want to.

There are a lot of people on here who know what you are going through.

sid77

The wheelchair remains unused in the car. My husband took a sudden turn for the worst as the cancer has spread to to his liver. I am nursing him at home during his last days and I have more equipment on loan now than we will ever need. It includes a lovely wheelchair! Other posters are correct - we should have asked for more help instead of purchasing.

sid77 wrote: »

Our recent experience in buying a wheelchair may help others.

Though of course he prefers to try to walk, my husband needs a wheelchair when he is undertaking chemotherapy.

We bought from a local shop that trades in mobility aids and bathroom fitting. The assistant offered no advice although he knew the chair was for my husband and he could see his frailty.

We chose from the display and the cost was £245. He gave us no instructions or tools.

Next day we returned to ask for the instruction booklet and tools then took the chair to a local park by car to practise on a straight flat path. We had to give up very quickly as the chair pulled inwards as I tried to push because the seat was far too wide for my husband. It was very difficult to steer. In researching on the internet we found the same chair was £189 in other mobility outlets and that it came in a choice of three seat sizes.

We took the chair back to the shop where we encountered the very aggressive owner of the establishment. Without looking at the chair which was still immaculate he shouted that he did not take returns that had been used and were not in original wrappings. (As it was a display item we never had original wrappings.) When I started to ask about the lack of advice when we purchased, about partial refunds and the high price. He told me that he could charge what he liked and that he would not take the chair back. He put the chair out on the pavement and ordered me to leave.

Trading Standards advised me that as we had accepted the chair on the day of purchase we could not insist on a total refund. They told me to write a polite letter to the shop, to register the post and to send a copy to them.

Due to the man’s attitude and my husband’s life expectancy I am not pursuing the issue. I would like to share, however, the lessons I have learned though they may seem obvious to many:

*Go to a place that has assistants who know about the items they are selling.

*Be aware that some chairs are available in different seat sizes

*Do not purchase anything that is not in its original packing

*Be aware that once you have signed for an item such as a wheelchair the shop keeper does not have to take it back. Once out of the door it can be pronounced “used”.

*Always research prices for identical items before purchasing anything

*Purchase from companies that have a complaints procedure rather than family firms

*If you choose to support a local business do not trust reviews posted on the internet. Instead ask around if anyone else has had dealings with the outlet and if they are happy about the outcomes. (I learned a lot too late!) .


The plus side is that I think myself fortunate in that I have never encountered such a confrontational salesman ever before.