Vivid Care Reviews

Name: Vivid Care
Address: Rofta House, Rudgate, Wetherby, United Kingdom
Rating: 4.80

4.8 Rating 550 Reviews

95 %

of reviewers recommend Vivid Care

4.8

Based on 550 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 91%
Accurate And Undamaged Orders	100%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

Visit Website

Phone:

01423 799960

Email:

enquiries@vivid.care

Location:

Rofta House,
Rudgate,
Wetherby
United Kingdom
LS23 7QA

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Vivid Care 5 star review on 2nd February 2025

Anonymous

Anonymous // 01/01/2019

Filter: Rated 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Not to happy with the chair I bought. Does not rise high enough as described inches video demonstration. Brake not to happy about either does not didengage properly.”

Helpful Report

Posted 5 months ago

Hello Kathleen, Thank you for your feedback. I've spoken to the team and it appears that you've already flagged these concerns and we have one of our engineers due to visit this week to take a look. We did order the same configuration as the demonstration model you tried so we're a bit confused as to what has happened, but please rest assured that we will get this resolved for you! Warm regards, Tristan

Posted 5 months ago

“The LENTO chair is very comfortable and the staff I dealt with very helpful. However I have some concerns over the amount and cost of follow up repairs / servicing.”

Helpful Report

Posted 6 months ago

Hello Colin, many thanks for your message. I'm very pleased to hear that you like the comfort of the Lento chair and find our staff helpful! On your concerns about costs of follow up repairs, I've checked on this and it appears that despite your chair being just out of warranty, we have not only carried out a repair completely free of charge, but we've also serviced it too at no cost to yourselves! We'd therefore appreciate it if you could consider amending your review - thank you! Kind regards Tristan

Posted 6 months ago

“Would have been 5 stars but purchased one castor wheel at £45 plus £20 postage. Needed it urgently so paid. On further research was able to get exact same castor for £18 posted, Absolutely excellent service otherwise but charging three times actual price is dissapointing.”

Helpful Report

Posted 1 year ago

Hello and thanks for your feedback! To explain, similar parts may well be available elsewhere, however we only purchase and supply parts from the factory where the product is manufactured and assembled. Whilst it can be more expensive working this way, it ensures we supply the correct part but also ensures that any warranty is not invalidated and means that any future issues can be resolved directly with the factory. I trust this gives you peace of mind and helps explain the situation. We do not seek to charge excessively or engage in exploitative pricing! Thanks again for your review, and have a lovely Christmas and New Year. Kind regards Tristan

Posted 1 year ago

“Ordered new handset on Monday & paid extra £20 for next day courier delivery. Did not turn up on Tiesday. Chased it up & told it would be Wednesday , didn't turn up Wednesday, chased & told it would be Thursday when it eventually arrived so not happy having to pay fir next day delivery that took 3 days, poor service.”

Helpful Report

Posted 1 year ago

Hello Mr Cooper Many thanks for the feedback and sorry the part wasn't delivered on time. Having checked this it appears that the issue was with the courier company so unfortunately was out of our control. As a gesture we have now refunded the courier charge. Thanks for your custom! Kind regards Tristan

Posted 1 year ago

“I hired a scooter for our holiday , the service was great but the scooter was dirty .Had to return to the shop to hire another for my husband ., we were given a charger which didn’t work , thankfully we had mine to use as we were staying over an hour away .”

Helpful Report

Posted 4 years ago

Good afternoon Mrs Curtis and many thanks for your feedback. I’m glad that overall you were happy with the service provided but very much apologise for the issues you’ve mentioned. We’ve discussed them as a team and have implemented two additional processes to ensure this doesn’t happen again. Thanks again for making us aware. Kind Regards, David

Posted 4 years ago

“My original request for a new wheelchair was made in August and we are still awaiting delivery! I appreciate that my daughter has been seen a number of times, however, it does feel like a very long time to wait . . .”

Helpful Report

Posted 6 years ago

Good morning Sheila, and many thanks for your feedback. As you have mentioned, we have met your daughter a number of times with different wheelchairs, which we have specially ordered in for her to try to ensure we provide the best one for her. We do keep a vast range of demo wheelchairs in stock, but due to your daughter's needs we have had to get different models in from different factories. Obviously this is not a normal situation (as usually we can assess with our own demonstration stock), but in this instance we have had to wait for products to arrive from other people, which we have little control over! We had go ahead from yourself on 19 November for a bespoke wheelchair, backrest, cushion, calf pad and 4 point belt which we are pushing through for you as quickly as possible. These wheelchairs do have a 6 week lead time as they are tailor made to requirements. Unfortunately, with the Christmas break and factory shutdown we may not be able to get this to your daughter until the new year. However we will keep you updated and will push this through as quickly as we can for you. We do apologise for the delay but hopefully the above explains it somewhat; the main thing is that we get the right product for your daughter, so we're looking forward to delivering this and setting it up for you! Kind regards, George Hulbert

Posted 6 years ago

“I was disappointed with the wet rooms they was notset up for disable people”

Helpful Report

(Yorkshire Care Equipment - Harrogate) - Posted 6 years ago

Good afternoon, thank you for your review, and I believe this review was provided after you visited our showroom. Just to explain, we do pride ourselves in developing & designing bathrooms which don’t necessarily stand out as a disabled bathroom, so this may be why you thought our display wetrooms weren't setup for disabled people. For example, our showroom display has many hidden features which are specifically designed for somebody with a disability - the sink unit is wheelchair accessible with a recessed hand to help somebody pull themselves closer, the toilet is a wash dry toilet to enable independent living and improve dignity which can be mounted at different heights on installation, the shower area is completely level access with no steps meaning it can be utilised with various shower chair / commodes, strategically placed grab rails are to give somebody reassurance and assistance while showering, and the different bath lifts will lift somebody up and down out of the bath. Of course we have our own plumber so all of our bathroom jobs are completely bespoke, which means if the user needs more or less assistance then this can be tailored around their specific requirements. Should you wish to discuss do not hesitate to contact me directly and I would be happy to arrange a no obligation home demonstration to discuss your requirements with our bathroom specialist. Warm Regards, David Jordan Retail Showroom Manager

Posted 6 years ago

“Discovers the product we bought was an obsolete model and had been for sometime according to the manufacturer.”

Helpful Report

Posted 6 years ago

Good Morning, Thank you for your review. Despite the specific Malcolm sandal you purchased being discontinued, I can assure you that they are a brand new pair of shoes which will have just been in our stock since before they were renamed. As we carry such a large stock this can sometimes happen. Cosyfeet do offer a very similar model which has just been rebranded to the ‘Bingley’ so if you ever wanted to look at these or any other shoes I would be more than happy to get them into our store for you to look at under no obligation. Trust this makes sense and if you have any queries do not hesitate to get in contact with me directly on 01423 799960 Kind Regards David Jordan, Retail Showroom Manager

Posted 6 years ago

“Staff kindly visited Mum to review a chair she'd bought from yourselves a few years ago and said they could make some adjustments and loan her a chair whilst these were made. The chair they have loaned her is unacceptable - her feet do not reach the floor, the mechanism is difficult for her to use and the seat is so badly creased that she has had to put a cushion in place, making her even higher in the chair. I also found the service quite slow - two weeks to get an estimate of the costs then several more weeks before a loan chair could be provided.”

Helpful Report

Posted 6 years ago

Good afternoon Jennifer We’ve taken some time to look into this for you, and whilst we understand we’ve now sorted the issue with the incorrect size loan chair, we do certainly accept that more care should have been taken in the loan chair selection. We would also like to apologise for the slow service you experienced in this instance – whilst some of this delay was due to a delayed response from the factory, one of our values is ‘responsive’, and we are sorry that we did not live up to this value on this occasion. Many thanks for your feedback, and we are continuing to work on system and process improvements across the company to prevent delays of this nature occurring again. We also have plans to upgrade our loan chair fleet this year, which will include various chair sizes to suit different clients. Kind regards George

Posted 6 years ago

“Your bills lack sufficient info to identify what goods or services the bill relate to.”

Helpful Report

Posted 7 years ago

Hello Mr Brook Many thanks for your feedback, specific comments like this help us to improve our service. When we are invoicing products, each product has a specific code and description; however on our system, codes for servicing can tend to be a bit more generic. I believe my colleague Jared has been in touch to ask you for your telephone number so we can discuss what improvements could be made. We can then pass this to our IT department to see if we can make some changes to how our computer system creates invoices for servicing. I hope this makes sense and we thank you again for your valued feedback! Kind regards George

Posted 7 years ago

“Came good at the end,but it was a treck to get there. thanks Gordon Coupland.”

Helpful Report

Posted 8 years ago

Hello Mr Coupland I understand that we have resolved your issue but I sincerely apologise it took longer to get there than it should have done. Since this incident we have implemented changes within the administration team which should stop an instance of this nature happening again. All the best from George & the Yorkshire Care Team.

Posted 7 years ago

“I liked the range of options that my Mother had regarding her wheelchair. Unfortunately, the brake mechanism broke after only a couple of weeks. It took a long time to procure the part and come out to fit it. When the mechanic arrived, it appeared the wrong part had been ordered in spite of having sent a photo through. This was quite annoying as I had taken time off to be there for it to be fitted. It took another 7-10 days to get the correct part. Post sales service could be much sharper.”

Helpful Report

Posted 8 years ago

Good Morning Nigel, Many thanks for your comments. We will be reviewing what has happened here in order to improve our processes and customer experience. I would like to discuss the details with you in person as we appreciate your comments and like to learn from any mistakes that we have made.

Posted 8 years ago

Vivid Care is rated 4.8 based on 550 reviews