There is no sense of order to this organisation, especially the Plymouth branch. My 87 year old father was sent an appointment to attend their premises to collect his newly customised wheelchair on the 18th December. His care home called them that day to organise getting him to them with a carer only to be told he shouldn't be coming to Estover and that they would deliver the chair to him. Millbrook then proceed to attempt to deliver the wheelchair to his old address! They know he's not there anymore as they collected all of their aids from there when he first moved in to the home. They also delivered a manual wheelchair to him in the care home, which he can't use as he has no arm strength. My poor old dad waits anxiously all day wondering where they are, when the home call Millbrook again they get a blunt 'no-one was at home' when they were told of their error the best they could offer was an appointment to deliver in February! My complaint to the company via their website has produced no response. A chasing email I sent elicited a reply of 'which branch are you dealing with' which clearly indicates they have not looked at my initial complaint at all. What a waste of resources, this electric wheelchair has been measured and fitted for my father and it is just sat there collecting dust for 2 months, whilst my father has to sit and wait for someone to push him around. This is not on! You would've hoped that Millbrook would have tried harder to deliver the wheelchair within a couple of days especially as we are in this position due to their mistake, sadly not, such a lack of empathy.
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We provide community equipment, wheelchair, assistive technology and home improvement agency services to local authorities and the NHS.
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