Review Time
Millbrook is an absolute useless organisation. There is always a constant cancellations of meeting their appointments and delivering or pick ups. My mother passed away in August 2021 and i arranged a pick up of the hospital bed and other equipment back on the 13 August 202i, they stated they could only fit me in between 1pm to 6pm which was not convenient for me but reluctantly i agreed and changed my plans for that day, the date was for the 6 September. Yesterday, on the 3 September 2021 Alice from Millbrook rang me at 8.39am to inform me that they could not come to dismantle and pick up the bed etc with no reason given and that it would have to be the following day at 1pm to 6pm. I refused and stated that i needed a morning pick up. Alice said no, but would ring me pack. Alice rang me back at 10.16am and stated that she spoke to her manager and said that only 1pm to 6pm was available. i stated that i did not accept or agree with this. Alice said fine and the call was ended. This is not the first time this has happened, but whilst my mother was alive who i was looking after for nearly 11 years 24/7 on my own i had no choice but to agree to their excuses, but no me. Even when they came to check the bed and air mattress, he stated that the serial number of the mattress does not match the serial number on the mattress, so he did not give a certificate for the mattress but just for the bed. Was anything done about this, NO.
Appalling 'customer' service. Failed to turn up on three occasions now, each time a different excuse. Keep ringing the wrong number dispite correction (it's the occupational therapist who prescribed's number!). Promises of callbacks, no complaints department to speak to and the boss leaves the office at 3pm - no wonder they can't provide a service. Lies lies lies and excuses.The stress of dealing with them has increased my pain and worsened my condition. Congratulations, an NHS contractor who actually makes your health worse.
My partner is currently housebound awaiting delivery of a long promised wheelchair. Two waisted afternoons trying to contact Millbrook on hold for over 40 minutes, with two other calls cut off after a few minutes. Surely they cannot be fulfilling their contract! As they seem to be failing on all fronts. It beggars belief that people are forced to use Trustpilot to get issues resolved.
This company provides a very bad service. They have often told me they are going to deliver. than cancel. When they did delivery it was in bit. They have the same problem on collection. They give you a date. Then a day before made acuse to cancel to give another date 2 weeks away.
Can you believe this company they rang me twice today to try a facility delivery of the equipment in which was ordered on 7th June and was supposed to been delivered on four separate occasions even on the day of my op on 21 July but they never did they even try to say the equipment was only ordered yesterday this company is a real joke had a cummication from them 6days ago from my last review week after I posted my first review this company is a real joke how they got a contract with the NHS is unbelievable all I can say it must have been that it's who know and not want you know in how to service the disabled people in need of specialist equipment.My needs we not life threading or life changing but would have made things easier in my recovery but I feel sorry for those in real need especially in where it's life changing because if they rely on this company to deliver the service then they might as well wait forever
My mother's equipment arrived dirty. Someone else's skin scales on the seat, food caked into the wheels etc. It's quite difficult to understand how this can happen with a company whose purpose is to promote health and when contagion is so high on everyone's agenda.
3 weeks on after appt, still trying to order my childs wheelchair, I ring first thing in the morning I ring last thing in afternoon, noones available and noone calls back, I know they have a clinic to run but allow time to call back the other clients who are ringing everyday, or 1 member of staff to deal with telephone orders. im so frustrated and tired of this - my advice to others dont leave your appt without ordering!!
Bad service bed needs servicing had 2 appointments but person who came just put ticket through my front door and left I had asked them to go to back door and come in as I am badly disabled and can't get to door but this was ignored when I try ringing can't get through to speak to anyone ! Don't know what to do
It has taken two weeks for a technician to repair my elderly mother chair.phone.millbrook and got the round around.from one depot to another in the.past l had rung before and found the company helpful. But of late l have.been pushed from pillow to post. When l finally got to talk.to someone the planned appt was non existent l am a.carer working full time.l.do not have.time to keep ringing and.be.on the.line from.one depot.to the other no one turns up for appt with no apology. Why should this company have a big.contract from NHS or.the Local Authorities when their staff do not know the first thing about excellent customer care
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We provide community equipment, wheelchair, assistive technology and home improvement agency services to local authorities and the NHS.
We are proud to serve 4.5 million service users throughout the UK.
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