Review Time
Did not respond to email request for wheelchair. Left on hold for 30 minutes then directed to leave voicemail in mailbox that was full. I can see from all the terrible reviews that this is a shonky business. This is shameful when they are in the business of supporting the sick and elderly. Shame on you. AVOID THIS BUSINESS - they will let you down like they have so many other’s SHAMEFULUpdate- just told to ad a reference number for my hire request OR THEY WILL DELETE MY UNFAVOURABLE REVIEW !!….Added the reference number - soooooo many poor reviews for this company AVOID
As you can see, this company is a sham that is taking advantage of people with mobility issues. They should be stripped of their association with the NDIS. 6 weeks after a walker was never delivered and they will not refund or return any emails or calls. Don’t believe their replies below, they do nothing. Shameful.UPDATE: It’s been a while since my review and all details have been provided to this company as per their response below, I have also emailed them twice. They have done nothing. Again, don’t believe their replies, they are a scam making a profit off’ve people with mobility issues. They don’t don’t care about anything but a profit and should be ashamed.
I recently purchased a scooter from them, and the overall experience has been nothing short of disappointing. The issues with the scooter, including a battery that falls significantly short of the advertised specifications and improper assembly, have been exacerbated by the company's abysmal customer service.Despite numerous attempts to seek assistance, the different departments, including the retail store where I made the purchase, have failed to provide any meaningful support. Instead of resolving the issues, they engage in a frustrating game of passing responsibility from one department to another.I would strongly caution others against considering this company for their products, given the poor quality and unhelpful customer service.
I would give a negative star if there is such an option. Tried contacting them to address a simple question that I couldnt find on the website. Called the 1300 number, managed to talk to someone and instead of transfering me to the specific deparment, I was told to hang up and dial again. Did exactly what was suggested and was left on hold which eventually led to asking to leave a voicemail. I also left my number and 2 days have passed, I still did not receive a call back. When I was put on hold, it was mentioned that I was number 1 in the queue but no one picked up my call. Tried again the next day, same experience. Absolute worst experience, 100% would not recommend. It's bussineses like these that make it hard for professionals to advocate and support their clients living with disability.
I hired a wheelchair for my husband while we waited for NDIS approval to buy one. It was $50 a fortnight, taken via direct debit from my credit card.On November 16th I cancelled the direct debit as we got the new wheelchair. Asked them to check that it was cancelled.On November 22nd $50 was taken from my credit card which made it overdraw.Numerous phone calls and emails, and it is now December 4th - I am still waiting for my refund. Had the apology and the promise that an extra $50 would be added to make up for the inconvenience.Now I've been asked for my bank details because apparently my credit card details were removed - so does that mean they don't have the original hire document.... with all my credit card details?? And they apparently only process payments on Thursdays so MORE time to wait. Absolutely unacceptable. I am beyond frustrated and angry - not my mistake, I did everything right.
Been trying to hire equipment, literally ILS just need to take my money and provide the hire service. Their entire customer service team has been unavailable for 2 days, when I call I can't even wait on hold as it directs to "this voicemail inbox is full" message and tells me to have a good day before disconnecting me. I've called multiple ILS offices for assistance and no one knows where the customer service team is or who is authorised to take my money and do the service (literally, I just want them take my money, isn't that the core function of a business?). This company shouldn't be allowed to work with disabled people who need this equipment. Someone answer your damn phone.
Contact details are useless. Impossible to contact anyone in this company. EIGHT options on the answering service not one to arrange off hire. Emails do not get a response either. My wife passed away a month ago but I have this constant reminder of her last days sitting here. Service zeroContractability zeroCompassion zero -
This company is absolutely a joke. They keep you waiting on the phone for more than one hour and if by chance you tried to call at 4:00pm and after an hour you still on the phone they do not even bother to say that the place is close and you could be there for another hour. They give you quotes and if you have a questions is nearly impossible to ask any changesand for delivery is they do not have an item they do not tell you they just dont deliver but they dont return your money just keep it There are other companies that are much better. I believe they
a huge thanks to the team at Ballina Independent Living Specialists, during a difficult time , the help and support given to us by both Charlene and Jacqui made it so much easier to deal with.they clearly understand when help and care is needed ,kind regards Darryl
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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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