Review Time
Cookie QLD 14 posts
15h
In all my years I’m a 77 yr male, l have never come across such a dreadful company. I could go into graphic detail however there is only so much one can write about this dreadful company. In short l hired a mobility scooter for my wife’s daughter. It failed within 5k at Taronga zoo , had to push it onto ferry. ILS refused to replacement scooter, this ruined daughter’s holiday, had to hire another scooter at great expense. To add insult to injury, ILS are raping our master car with unauthorised deductions. We had to cancel our card , so no more unauthorised deductions. Have raised a dispute with our bank also fair trading. Also ILS do not answer phone, can only contact them via email Please heed my advice do not go near this company, should you it’s at your own peril.
Cookie QLD 14 posts 15hIn all my years I’m a 77 yr male, l have never come across such a dreadful company. I could go into graphic detail however there is only so much one can write about this dreadful company. In short l hired a mobility scooter for my wife’s daughter. It failed within 5k at Taronga zoo , had to push it onto ferry. ILS refused to replacement scooter, this ruined daughter’s holiday, had to hire another scooter at great expense. To add insult to injury, ILS are raping our master car with unauthorised deductions. We had to cancel our card , so no more unauthorised deductions. Have raised a dispute with our bank also fair trading. Also ILS do not answer phone, can only contact them via email Please heed my advice do not go near this company, should you it’s at your own peril.
a titleThe manager helped to get a very good foot pad for my walking stick. he also explained beautifully how to fix it to my stick. Good and efficient supportThe manager helped to get a very good foot pad for my walking stick. he also explained beautifully how to fix it to my stick. Good and efficient supportDate of experience
I had a scheduled delivery coming in the morning between 9 - 11 and l had told them l need to help my elderly mum and was not to be alone with the driver. On the day of the delivery 11 came and no delivery. I called my care company that organised it with ILS and they told me the driver was running late. So we tried to work out what to do. They said it was coming now later in the day at 3 30 in the afternoon. I was busy as lhad kids at this time and l had said to make it at 4. They didn't even respect me and mum this time too. He came at 3.30 and left the heavy objects, some chairs and other equipment outside the front door so close to the door l couldn't even open it. I had to get my brother to come and help me move the equipment inside for my mum. I later saw that on the top of the docket my number was there so he could have called me and also the notation saying to come between 9 - 11. Your driver is definitely not a respectful person and l really hope your company thinks about people as people. People make times because that is for a reason. You should be working around these poor people not we work around you. Your driver and your company will not be used by my mum's care package anymore.
I had a new walker delivered yesterday and used it this morning and while crossing the road one wheel went flying off. I managed to get off the road and a kind man got the wheel off the road for me and helped me home.The response from this company was 7 drivers being off sick so.maybe it will be replaced next week. I did get a SORRY from them but dealing with them in the past I shouldn't have bothered to try again. Their idea of customer service leaves a lot to.be desired. I have learnt my lesson and will be getting my scooter and electric bed elsewhere.A warning on the walkerIt is a Hero brand and please get the wheels checked
One of the NDIS support team for my husband recently authorised the purchase of a small wheelchair for my husband. The purchase was cooordinated from the national office. Its just before Xmas and organising to be home for a full day to take receipt of the delivery is problematic. I visited my local Dee Why office and had all the invoice and other details at hand to request the order be re-scheduled for delivery to the Dee Why office in the new year, as that would be much simpler to coordinate getting the equipment. I went into the store - the store was empty and two young ladies on the front desk. I explained my request to the first lady and she spent a few minutes telling me she didnt think it would be possible, and then when the other lady got off the phone the other lady said "of course we can do that", when I then thanked her for the positive attitude in comparison to just being told 'no no no' by the first lady, the second sales assistant turned on me and told me that she found what I was saying about her colleague was "not appropriate". This is a bit "ageist"but I think they were both quite young and really dont understand the concept of either (1) listening or (2) if you just repeat what someone else has said to you in can hardly be considered to be "not appropriate" if it was ok for your colleague to sit there and say to a customer!Whilst the Dee Why store is very conveniently located for me, I will be going out-of-my-way to use other companies located at Frenchs Forrest and Warriewood before I even set foot in that store again
I attempted to rent a scooter from ISL in September 2025. First, an incorrect model was delivered. 2 days later this model was collected and a replacement scooter was provided. The replacement scooter was defective and simply did not work. Then the defective scooter was also collected. Basically, they waisted my time and at the end did not provide any functional scooter.After this incident, one month later, in October 2025, ISL sent a invoice directly to my plan managers seeking to get payment for a rented scooter! I contacted them explaining that I didn't have any scooters from them and I didn't rent anything. They apologised and said it was a mistake. One day later I received a message saying that they need to collect a non-existent scooter from me. What kind of business is this? First, delivering non-functional defective scooter, then one month later attempting to get payment for a scooter that was not rented, and then also insisting to collect a non-existent scooter from me.Does this all sound like a little "mistake"? Delivering non-functional scooter to a disabled person, then collecting it without providing any replacement and then one month later seeking payment for "rent" that did not even happen.They sent an invoice directly to my plan managers, meaning they were trying to get paid without my knowledge. I guess it was also just a little "mistake".
Can’t fault the showroom team. Lovely, polite and helpful.Cannot say the same for delivery. Failed completely to deliver a hired wheelchair for my elderly mother visiting.Showroom team explain how the delivery team call to ensure delivery can be made.Delivery team do not call, and then tell you next delivery is a week later…I’d advise you look elsewhere for anything that you might need from this company.Still awaiting refund too…And still waiting for the refund with zero response from the vendor other than we will request a refund… then, no refund, and no further responses…I strongly advise avoiding this fraudulent company purporting to support vulnerable people, taking money, delivering nothing, and failing to refund cash.This will become a legal matter shortly. The people running this business are either incapable or criminal. Buyer beware.Following the latest response, I have been having an email conversation with ILS. It appears the right arm and left arm have no idea what the other is doing.Shambles.Still waiting for my refund…
My wife and I were looking for a Air Cushion in Oct 2025. We went to a company in South Geelong as it was closer to where we live. The customer service was terrible. We went to ILS in North Geelong and immediately was greeted with a smile. The store looked great and clean. A young girl named Stevie immediately took us to the air cushions on display. We were very impressed with her wide knowledge of products, she answered all our questions with such confidence. Unfortunately they did not have the product we wanted in stock, however she made an order for us, telling us that should we were not committed to the order. We received a call a few days later to view our product, Stevie was not at the store at that time, but other team members including the manager was present and the customer service was still great, greeted with a smile and the service was also great. Thank you Stevie, Yvonne, Helen and another lady for such a great experience. Highly recommended to the North Geelong store. Glenda and Charles
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Independent Living Specialists are Australia’s largest retailer of homecare mobility equipment. We empower our clients to live more independently. At whatever stage of life you meet us, we will find mobility solutions to keep you moving through life.
We are Australia’s number 1 retailer in homecare mobility and physiotherapy equipment. For more than 16 years, ILS has provided innovative mobility solutions and exceptional customer service across more than 60 retail stores in four states – New South Wales, Queensland, Victoria and South Australia, with more stores to come.See more
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