Mobility firm delivers replacement hoist after transit damage
10 reported
A reader of The Guardian reported that her husband, who has motor neurone disease, purchased a refurbished mobile hoist from online mobility equipment company Wuva. The hoist arrived quickly but was damaged in transit and did not work. The reader contacted Wuva out of hours via WhatsApp and received an apology within five minutes, followed by a call from one of the owners. The owner drove from London to the Wuva warehouse in Leeds to pick up a brand-new hoist, arriving past midnight due to a motorway closure, and set it up for the reader. The reader stated that the hoist now works and allows them to plan more trips away. The Guardian’s consumer champion noted that the mobility aids market is “plagued by faulty goods and poor service,” according to Citizens Advice, which reports receiving a complaint every hour. Wuva CEO James Hole said the company’s five staff are accustomed to making emergency dashes across the country to ensure customers receive equipment on time.
What’s reported
The reader’s husband has motor neurone disease (MND).
The reader bought a refurbished mobile hoist from Wuva.
The hoist arrived quickly but was damaged in transit and did not work.
The reader contacted Wuva via WhatsApp and received an apology within five minutes.
One of the owners drove from London to the Wuva warehouse in Leeds to pick up a brand-new hoist.
The owner arrived past midnight due to a motorway closure and set up the hoist.
The reader said the hoist now works and allows them to plan more trips.
Citizens Advice says the mobility aids market is “plagued by faulty goods and poor service” and receives a complaint every hour.
Wuva began trading last year and has five staff.
Wuva CEO James Hole stated, “Mobility aids are mission-critical.”
Key figures
SN (reader, London)
James Hole (CEO of Wuva)
Sources: The Guardian
