Review Time
we purchased items from ILS in April through a recommendation from Balmain hospital for my father who is a recent below knee amputee.One of those items is a slide board for $449. It cracked within days of us.I spent days attempting to get some rectification of this situation and eventually we procured a slide board elsewhere. I eventually made contact with an Alison Smith from ILS who agreed to a refund for the object. I gave bank details and a representative of ILS came to the home where my Dad was and collected the item.Five weeks later no refund and I again have left messages to no avail.
I am a disabled person and purchased an Icare IC777 Trendelenburg Deluxe bed from Independent Living Specialists (ILS) in Fyshwick, ACT for over $8,000. The bed came with a two-year warranty, but it was defective from the start. Loud, alarming noises came from the frame, and I narrowly avoided a serious injury when the bed mechanism suddenly collapsed onto my foot.My occupational therapist inspected the bed and confirmed it was unsafe and potentially dangerous to anyone using or adjusting it. When I returned to ILS to report the issue, I was told there was only an eight-day warranty, completely false and contrary to Australian consumer law.I was treated very rudely in the store and was asked to leave when I insisted on my rights under the law. As a vulnerable customer, I felt dismissed and ignored. I strongly advise others to be cautious when dealing with this company, especially if you require reliable equipment and professional after-sales support.
If I had my way it would be no rating. Purchased a small rubber foot for my walking stick for $19. Then I was charged $22 for postage from NSW to Cairns Queensland. I could’ve purchased a whole new walking stick for the same price…. I don’t have a vehicle hence the reason I jumped on the Cairns branch web page thinking I would be charged a small fee for postage and that it would arrive the next day. After they took my money I then learned that it was coming out of Sydney. Bloody bunch of rip off artists if you ask me.
As an Occupational Therapist and daughter of a person living with Motor Neurone Disease (diagnosed in 2020), I cannot recommend the services of Independent Living Specialists (ILS) Lane Cove for adult equipment hire and servicing based on our recent experience.My mother (diagnosed with MND), father, and her support worker undertook a four-hour journey to Sydney so my mother could visit my sister's newly purchased apartment — a significant and sentimental moment for us all. In preparation, her treating OT (not me) arranged hire of essential equipment through ILS Lane Cove, including a powered bedframe and alternating air mattress — both medically necessary due to her high risk of pressure injuries.The experience quickly deteriorated into a distressing and completely unacceptable ordeal due to ILS’s failure to deliver timely and appropriate support.At 1:00am, the alternating air mattress fully deflated. I was informed at 8:00am and waited until their opening hours at 9:00am to urgently contact ILS. After repeated calls, I finally got through. I explained the situation in detail, confirmed that troubleshooting had already been completed (power supply, CPR valve, etc.), and made it clear that a repair or replacement was urgently required.The response? I was told no one would be available until Monday (this was Saturday). When I raised serious concerns about this delay — particularly in a metropolitan area and for a high-pressure care risk patient — I was told "this doesn’t happen." When I pointed out that it was happening, the response shifted to “well, it doesn’t happen often,” with no proactive solution offered.I had to request escalation and a call back. An hour passed with no update, so I called again — only to be greeted with “oh hi, I was just about to call you.” No, I was calling you to follow up.Eventually, I was told that an on-call technician could attend. I immediately sent photos and a detailed description of concerns by email of the issue. I followed up minutes later to confirm receipt of the email, which was acknowledged.However, hours passed with no further contact. I made three more unanswered calls to ILS to confirm if someone had been dispatched. Out of desperation, I contacted the hotel directly, who confirmed a technician had indeed attended. Hours later, I contacted ILS again for a progress update, and was told they had no information — not the name or contact of the technician, nor any confirmation of what was done. They also had no record of the issue being resolved.Later that day, after their showroom had closed and no further updates were provided, I personally attended the hotel. The outcome? Nothing had been repaired. The mattress was still fully deflated, the pump was beeping with a red alert, and my mother was left with an unsafe and inappropriate care environment.In the absence of any alternative, we were forced to use a standard mattress, placing my mother at serious clinical risk. My father and her support staff are left to complete 2-hourly manual pressure area checks overnight and are departing Sydney a day earlier than anticipated to return home — a situation that was entirely preventable if ILS had listened and responded to the verbal and written concerns I had provided early that morning.This is not just poor customer service — it is a complete failure in duty of care. As a health professional, I find it unconscionable that a provider operating in the complex care space could display such disregard for client safety and family advocacy. The emotional, physical, and clinical impact of this event was significant and entirely avoidable.I strongly urge anyone — especially those caring for vulnerable individuals — to look elsewhere for equipment hire and support services. Based on this experience, ILS Lane Cove cannot be relied upon to provide responsive, competent, or compassionate care when it is most needed.
This company retains credit card details and makes unauthorised charges for goods not ordered. They do not respond to customer complaints so your only recourse is through your bank. Very disappointing given its mainly aged care and disability services.
Absolutely useless. Ordered products 5 weeks ago. They got Paid within a week of order. So far 5 weeks later and my wheelchair is so broken I cant leave the house and very loud metal grinding noise as castors deteriorate further. Yes they knew this issue when ordering. Why can I get the products at half the price and express posted to me. But they cant organise anything in anywhere. Never again. do not use them.
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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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