Medequip UK レビュー 342

The most unhelpful call centre I have ever experienced! Zero help absolutely shocking
No customer service skills whatsoever!

Gave 1 star because I couldn’t give 0

I had an out of hours visit from Andy who fixed my hoist so that the Carers could get me to the toilet and into bed and he was professional personable polite in credit to the organisation. I cannot rate him highly enough and I’m very grateful for his help.

Until now, I have been pleased with Medequip.
Suffice to say however that I am now not pleased.
Several phone calls advising they were to deliver equipment on a certain day - but for somebody else!
Rang to query and they admitted that my telephone number had been added to this other person.
Today they were meant to deliver and fit a handle.
Had to chase for a time slot which was then confirmed as 1330 to 1530. Waited in all day, but no sign. Rang to chase to be advised "Oh yes, he has been delayed". So, if they knew that, why did they not ring us, their client, to advise us? Now 1700, still no sign of engineer. Rubbish communication, rubbish reliability.
Reading other reviews, seems like I am not alone.
Why don't they read their reviews?

Would you believe it. At 1944 the technician arrived and fitted (a handle) - not the correct length.
Apologised for the delay - but blamed the office for giving him too much work!
Of course it never occurred to him to phone the office and report that he was delayed so they could phone and warn us, the customer who has been inconvenienced.
I think the only reason this company gets the work is that there are no others working for the NHS bodies.

The Company contacted me to collect my Mothers equipment. I explained the property was not occupied, we lived a 20 minute drive away, my husband worked nights and I could therefore only be available for pm collection. Call handler kept repeating I would be given a ‘slot’ which could be am or pm. A circular argument. On day of collection I was advised equipment would be collected from 10.45 am. I had to call company again and repeat availability could only be pm.
Looking at your reviews, which give average score of 1.7, please look at how you operate your company. Needless to say, when dealing with death and grief of a loved one, added stress is neither helpful nor acceptable.

Profile bed company sent two tech’s to repair bed. They waved their hands in the air, and told me to ring company again and ask for ratchet guy to visit. He did a good job. Two weeks later bed broke again. Spent 3 nights sleeping in chair. To be told again they will come and have “ a look” but if bed needs replacing they can’t do today.
Absolutely disgusting way to treat vulnerable disabled people.

My 90 year old mother needed a bed lever which is a small bar that attaches to the side of the bed by tightening 2 knobs. The first annoyance was I was not allowed to collect it and attach it myself. The second annoyance was when I contacted Medequip earlier in the week someone said my bedbound mother would need to be out of the bed. This is a big inconvenience especially as this was an incorrect request and meant my mum was out of her air mattress bed for several hours increasing the risk of pressure sores. The third annoyance was the delivery was late, this would have been more acceptable if I was called and advised there was an issue. My main bug bare is their appointment system. They know the delivery will be a certain day but won't tell you which two hour slot you have until the day of delivery. This prevents me making any other plans until the delivery day. I would have given it 1 star but Dale, the delivery man and the person on the phone 22/5/26 in Bristol were very helpful. Its a shame their managers don't up their game with the appointment system

Would give them zero if I could. Have waited in all morning for someone to tell me when they are coming today. Nothing. Rang to check to be told they would be between 10.15 and 13.15. When I pointed out it was 13.15 was told oh well, it could be anytime. Still waiting at 14.00.

I am deeply unhappy with the condition of the refurbished nebuliser we received. It was immediately obvious that the previous user had been a smoker, as the unit had clearly not been thoroughly cleaned or sanitized before being released

My partner has suffered from asthma since the age of 7, and using a nebuliser is a medical necessity for her — not a luxury. Exposing her to a device contaminated with cigarette residue is not only unacceptable, it is potentially dangerous. Residual smoke particles and bacteria in a poorly refurbished nebuliser can introduce additional pathogens into the airways, significantly increasing the risk of chest infections and further respiratory complications.

This is a medical device. The standard of refurbishment should reflect that. I would strongly urge anyone purchasing a refurbished nebuliser from this supplier to think very carefully, and I will be seeking action from the NHS . I would not recommend this company to anyone, least of all those with serious respiratory conditions.

Steer clear of this company as they visit the call and then leave your loved one on the floor and refuse to pick them up. Also leave them deserted with knowing an ambulance can only arrive after 4 hours and not knowing when anyone’s going to be able to visit. They leave without a drink and no phone horrendous company then explain how perfect they are when you raise the concern. Paramedic said they’re not medically trained

I was expecting Mark (technician) to come to my Hull home on 13/5/2026 between the hours of 0915 and 1315 to service my bath lift. After this allocated time slot he never turned up. I contacted the company via email explaining what had happened. So another appointment was made for today between the hours of 0945 and 1345 and Mark arrived today but I never got an apology about the other day.

Mediquip provide aids on behalf of Kent County Council. They have just taken over the role. They decommissioned my bathlift on the first visit. I had used it without any problems for 14 years. I explained that I needed the same kind of bathlift because of my disabilities. They said it would be but the new lift was filmsy, smaller and entirely unsuited to my needs. I found their service appalling. They didn't even supply instructions for the bathlift. Truly awful customer service.

Possibly THE most awkward, obstructive, jobsworths I've had the unfortunate experience to deal with.
Drivers refused point blank to deliver a chair for my 96 Yr old mother, unless is was in the room that she was going to use it in.
When they did eventually deliver it a week later, again refused point blank to assist a 75 Yr old slide a 96yr old a few inches, whilst sat in her chair, to make room for another new chair.

Standing there, watching him struggle on his own to push her the few inches needed to make room for them to plonk a chair down, plug it in and walk away.

Disgusting, disgraceful and pathetic, in equal measures.

Again to echo other complaints, if there was 0 stars that would be my rating. Phoned customer service ( A misnomer in this case!) for information only, on how to return my recently deceased mothers hospital bed which I am doing long distance as I live in scotland my mother in London and was met a with total lack of empathy, a curt and dismissive manner and quite frankly rude. I understand I was phoning at a busy time with little to no information needed and that everyone gets frustrated at work at times, however, barking at the recently bereaved is totally inappropriate and unacceptable and left me upset and angry.

. i have had to deal with this company and the service is disgusting , on more than on ocaasion the driver has just drove past and sees there is no were to park and aborts the vist, i have waited hours for them to turn up just to be told no parking , there is never going to be parking in the middle of Whitby , all they have to do is knock on the door and i would move a car , the drivers just do not care ,

PETERBOROUGH/CAMBS depot

This company employs quite possibly the most rude, unprofessional and downright nasty people. Especially who I believe was called 'Sarah' from their appalling customer services. The utter lack of compassion and empathy from her and this company is sickening. My grandfather passed away only a few days ago and his unused hospital bed was due to be collected. The collection team (who were actually nice people on the second attempt), rang to say that they wouldn't be coming due to a road closure and refused to use the diversion that is in place. After calling back to help guide them if they didn't want to use the diversions, this horrible Sarah woman decided to shout down the phone at my mother who was rightfully upset considering she lost her father mere days ago. You need to sort yourselves out, utterly pathetic making people cry because you're incompetent at your job. To your customer service advisors, you clearly need a change of job. I would say profession but that's something you severely lack. I have photos of the diversion signs but cannot upload them here.

Awful awful company. Random equipment delivered with no time and very rarely a date organised in advance. They expect you to be in all day and if not turn up be available at a moments notice the next day (people have jobs).

Inflexible, useless and again don’t review any notes left in advance either.

As for the response service, they expect relatives to be available 24/7. Will ring at all hours of the night over trivial issues. You can explain several times situations but no one reads notes or pass on anything. I have had 7 calls in the past 3 hours and had to repeat the same detail over and over again.

Sad to say but if you have children, a job or are responsible for anything DO NOT give them any details as you will regret it and your life will not be your own.

Equipment delivered but no help given to instal, so I couldn’t use it due to my physical problems.
Asked to have collected, stayed in for first appointment but they didn’t arrive, didn’t phone to ask directions. Second time didn’t arrive again. I had to rebook each time, kept waiting on phone for long time while they checked on driver, but couldn’t find where they were. Booked third time, gave me a time, didn’t arrive, told didn’t know which driver it was allocated to. Should I keep spending my time phoning to no effect. Equipment has been outside for quite a long time now, must be deteriorating.

KEEP CLEAR - (90 year old lost £225) Keep Clear - If I could give zero I would. Purchased a single small mattress from the website for our frail mother in law. Firstly it took over 3 weeks to arrive (from Shelf their third party supplier, and we live in Brighouse) Secondly, Barbara laid on it once fully clothed to try it out (similar to how you would at Dreams) and decided it was too hard so we tried to send it back. This company hid behind terms and conditions and now a 90 year old couple are out of pocket £225.00 I will never use them again! Majority of companies who supply mattresses normally allow a period for return/money back this was 10 minutes and they declined! GO ELSEWHERE! Look forward to your response underneath our review to justify your service and postiion!

Having found Medequip in Hillingdon generally to be a bit diffident and lacking a bit in empathy for the customer facing the a myriad of rules about not being able to rebook a failed job without going back to the initiator, not being able to move a bed if the person with dementia isn't at home but also not able to help them get up if they are in it when they arrive etc I had a perfect experience with them on the third attempt. The guy on the phone was particularly helpful in squeezing a slot in for my aunt by rejigging the other bookings and then the driver/technician was quick, efficient and also friendly and approachable.

Driver of this company was following to close, after we let him pass he continued to drive speeds up to 60-65mph in a 20mph zone. Almost crashed his van twice and was going into oncoming traffic numerous times. Reported to the police. Reg: KU23YCK Mercedes Van Driving through Chepstow countryside. He is and will kill someone on the road it’s just matter of time!