Wheelfreedom Reviews 

The wheelchair in itself was very useful and in very good condition. But the courier that came to collect the wheelchair did not come in the stipulated time period, they gave a missed call for formality and left the premises without collection. Then wheelfreedom charged me an extra £20 for rebooking the collection! Awful and unfair!

I don’t usually write reviews, but I think anyone considering using Wheel Freedom should be aware of my experience.

I first contacted them on Saturday and had to email twice and call twice before anybody got back to me. When they eventually did, I was given a quote. I found them quite pricey, so wanted to compare prices before going ahead.

On Monday I decided to order. Wheel Freedom state: “We provide a next day courier service for all orders placed by 3:30pm.”

At 1:20pm I replied directly to my quote saying, “Can I place the order please?” Given this was more than two hours before their stated cut-off, I assumed there was bags of time.

Nobody called me back until around 4pm, when I was told next-day delivery was no longer possible because they had been so busy. I was also told they had been dealing with “the people who called this morning”, which came across as an unnecessary dig. I have children off school, including one with a broken leg — the reason I needed the wheelchair in the first place — but regardless, their advertised cut-off is 3:30pm, not first thing in the morning.

I was then told I would need to wait in on Wednesday for delivery unless I paid an extra £5 to receive the wheelchair earlier. They did later offer to waive the £5 and deliver Wednesday morning, which I appreciated, but I already had a dentist appointment and other plans booked.

I went with another company instead.

So if you’re considering Wheel Freedom specifically for their next-day service, just be mindful that despite stating all orders placed by 3:30pm qualify, contacting them at 1:20pm was not early enough in my experience.

Perhaps if Rebecca in admin had been a little less blunt about the situation on the phone, I may still have stuck with them.

I left my perfectly working power chair (and battery) to change the tyres and inner tubes. I was advised it would take 2-3 days. It took 10 days and lots of chasing.
When I went to collect it, my chair was not working. I was told the battery died while in their care, but they will not replace it.
They are not willing to return my power chair in the same condition it arrived unless I pay nearly 600 pounds for a new battery. Now I have an unusable chair because they didn't take care of my chair and battery while in their care.

Unfortunately, this was a very disappointing experience from start to finish.

I paid extra for a Friday morning delivery slot for a wheelchair following my daughter’s discharge from hospital after a lengthy stay in hospital following major spinal surgery. The wheelchair never arrived on the agreed day, then failed to arrive on the revised delivery date either.

Communication throughout was poor. I repeatedly had to chase for updates, promised callbacks never happened, and nobody could tell me where the wheelchair actually was or when it would be delivered.

The delays meant we had to cancel our first planned family outing since my daughter’s discharge from hospital, which was incredibly upsetting.

Although WheelFreedom agreed to refund the delivery charges, I also had to chase that, and it still has been processed within the timescale they had promised.

Mistakes can happen, but the lack of communication, urgency and customer care throughout was unacceptable. I would not use this service again.

The staff were all very pleasant and welcoming but product knowledge left much to be desired and handover of the scooter at home was extremely disappointing.
Fortunately we had thoroughly researched the product we were interested in before we visited the showroom and were confident it would meet our needs. The sales rep told us it wouldn't fit in a car and was unaware that the seat was removable. He was wrong on both counts.
The mobile technician who delivered the scooter appeared to just want to deliver it without any sort of handover, and once again, was not as familiar with the equipment as he should have been.
All in all, a disappointing experience.

Excellent customer service . I received the wheelchair very quickly , excellent quality , I called them to return it after hiring it for 6 weeks, they arranged for it to be collected the next day .

brilliant wheelchair. prompt delivery in amazing packaging you keep for v simple return. top marks all round. easy to contact.

Haven’t been great with dealing with my expensive but faulty purchase.
Refusal to accept any responsibility or provide any help. Just want more money for repairs that still don’t guarantee a working product.
It all started so well, maybe because they did get close to £7k from me.

Helpful staff both in booking and subsequent communication between them and collection .Delivery and collection seamless .Will definitely use them again

Great service from Wheelfreedom. Friendly and lovely to deal with, chair was delivered as arranged. Very happy with the equipment and customer service. Thank you

I did not get as far as visiting to purchase as the ignorant admin team just kept asking stupid questions.

I asked if they had any of the 4 chairs I was interested in, in their show room.
Got ask if I was hiring it (it's a custom made chair).
Did not get a yes / no answer.

Instead got multiple emails with more stupid questions when I simply want to know if they had a demo model so I could make an effort to go see it.

Told they have to ask questions as they "do more than just sell the chair". However none are OTs and it just felt like they completely discredited me going with the belief I know nothing. It's demeaning.
Also, it's a shop. They are there to sell things else they cease to exist.

If you are a first time buyer please don't be taken in by this "we do a whole assessment" they are no OT qualified.
As an OT and 25 year chair user I am telling you their "assessment" is to figure out how much money they think you will spend.

Same thing happened when I wanted to by caster wheels. A week on and my query had not been given to a sales person and was still sitting with initial enquiries I gave up and went elsewhere

There is a different wheelchair shop in staines where staff are predominantly all wheelchair users who are much more friendly and happy to have you come and look

It should be as simple as request a slot to show up and look, while respecting my knowledge and my expressed needs.
I told them I was not going to continue to waste time emailing someone with minimal knowledge and a passion for creating barriers.
Yet still, kept being harassed. Irrevelent questions while ignoring the yes/no I needed to as to whether they have the chair I wanted to look at in the showroom

Leaving me with multiple experiences of not being listened to. Followed by an email from angie stating they had done a wonderful excellent job of politely corresponding with me (even though my 1 quesrion was never answered) before she threatened that wheelchair freedom would not be dealing with me.
Which was what I'd already told them, I was going elsewhere.

A company full of ignorant non client centered staff who believe they are wonderful. But aren't as refuse to actually listen

Using the internet, my family hired a wheelchair from Wheel Freedom and opted for the return to be done via courier.

When we collected the chair direct from Wheel Freedom we were not supplied with nor informed of the necessity of packaging for the return of the chair. When the courier arrived to take the chair from us they refused because of the lack of packaging.

Wheel Freedom refused to forward the packaging/make alternate collection arrangements without considerable expense to us and we had no option but to make a 100 mile round trip to return the chair.

It appears that there is a lack of communication between the internet sales team and the staff on the shop floor. Our woes would have been easily avoided had we been told and supplied with the appropriate packaging for the return of the chair.

From speaking with members of staff it appears that the communication between the two sales teams is flawed and I’d like to think that the management will be notified and look into this potential detriment of what could have been excellent service/experience.

You have been warned.

We've used Wheelfreedom twice now. The first time was to hire an active wheelchair whilst waiting for my son's to come and the second was to have a demonstration of the different add-ons for the active wheelchair. On both occasions the staff were very helpful, knowledgable and patient. The last time was with Jessie and Ethan and I couldn't fault the great service this company offer and how they really understood my son's needs. Thank you

My Pride Colt Executive Horn packed up and Wheelfreedom picked it up and in super quicktime installed new one and Joe Phoned me to arrange delivery back to me in Hertfordshire as it was under rental agreement there was no charge. So thank you Joe and the workshop guys that went the extra mile.

I knew what a wanted when I visited Wheelfreedom but needed to see it and try it out. Paul Grecian dealt with me and he is such a pleasant and helpful member of staff. I made 3 visits before I committed to a Rollz Motion Electric and he was always patient and understanding of my need to be certain about my purchase. The showroom is spacious and perfect for trying out a mobility aid. There is a huge variety of aids to see and try out. All round excellent service.

When we needed to hire a wheelchair quickly after my son's ankle was badly broken playing football, the staff were helpful and able to advise us of a suitable wheelchair. It was delivered the next day and arranging collection after we had finished with it was equally efficient. Polite, helpful and friendly staff. A great service, at a reasonable price. Thank you.

My wife is disabled and I have a medical condition that has reduced my strength and energy. We were looking for an aid that would reduce the strain when I push my wife in her wheel chair. We have used various mobility retailers over the years and none have impressed. Wheel of Freedom’s website was impressive and it appeared that they lacked the professionalism that others have lacked and that this would justify the 1.5 hr each way car journey.
We were looked after by Jess who was superb in her manner, knowledge of the products and her professionalism. We made our choice (a power pack fitted to the wheels of my wife’s wheelchair) but there appeared to be a technical problem. Within a few minutes two of the Company’s engineers had appeared and it was quickly resolved.
The showroom and the range of products on offer were very impressive, as was the overall vibe of a company that was customer orientated - it sounds obvious but my experience is that not many retailers are.
Physically, it was not an easy day for us but we arrived home very pleased that the journey had been fully justified.

What an outstanding company Wheel Freedom is. All the staff are friendly. I had the pleasure to have Jess as my wheelchair expert and she was amazing, very knowledgeable, helpful and was kind when it all got too much for me.
It was good to be able to test out different wheelchairs at their Chessington location, I went for the Rogue 2 which was the best option for me as its lightweight, very customisable and is a good all rounder model of wheelchair. Highly recommend this company.

I was looking for an electric powered wheelchair for a friend with accessibility requirements to use on a trip abroad. We could not find any wheelchairs for hire at our destination so we used the Powered Wheelchair package hire from Wheelfreedom. We rang up Wheelfreedom to book the hire and the lady on the phone was very friendly and helped sort the hire out quickly and easily. They offered next day delivery and full international insurance which was very good for us. The wheelchair worked great on our trip and it has helped a lot.

Called to hire a wheelchair and the service was fantastic. From the moment of ordering to the minute it was delivered.