“Had a convenient delivery day given to me for delivery of my elderly hard of hearing Mother and Father equipment to help with them hearing the door bell, telephone and smoke alarm. Received a 2 hour time slot text for them between 3 and 5pm. I was just about to go to there house at 2.45, only a 2 minute walk from my home, I received a text from NRS at 2.45 to say failed visit the technician was unable to visit. I immediately rang my Dad and he said no one had arrived and he had been looking out for me and had not seen NRS arrive. I immediately rang the depot and the women said the technician had left as no one was there. I told her they were in waiting. I said why was I not rung up and told no one was answering the door and she said it's not in their contract to do that. Dad is adamant no one came to their door. It was only 2.50 pm and I said the call out was not till 3 to 5pm. She just said that's an estimate. I asked for the technician to return and she said no as he was on he was to another job. I told her the service was awful. They were delivering equipment to help hard of hearing elderly people. She just said I needed to rebook. They are not deaf aware and certainly have no consideration. This has left my parents still vulnerable and me very upset and frustrated.”
“They promised a call back, waited ALL DAY. It didn't happen. Tried to call them. Took the "press star and we will call back" option. They didn't. So far I have held today for 3hours and 20minutes. A recorded message keeps telling me how appreciative they are of my patience.
They are a useless, lying waste of space. Don't bother with them. Unfortunately there is no zero stars option.”
“They promised a call back, waited ALL DAY. It didn't happen. Tried to call them. Took the "press star and we will call back" option. They didn't. So far I have held today for 3hours and 20minutes. A recorded message keeps telling me how appreciative they are of my patience.
They are a useless, lying waste of space. Don't bother with them. Unfortunately there is no zero stars option.”
“My son a client of NRS is still waiting for a hoist to be fixed , A WHOLE YEAR WAITING ! Palmed off relentlessly, photos taken of parts needed and still brought wrong parts , it beyond a joke for someone who needs 24hr care and proper working equipment, rang countless times , even the service men have reported it after constantly failing it , palmed off to another company also brought wrong part , I’ve rang I’ve emailed and nothing , it’s the worst I’ve ever had too deal with in my 24ys caring”
“Appalling delivery and collection charges. You cannot always be sure if something is acceptable with online shopping. £20 wasted. This could have been given to charity or a homeless person.”
“Truly dreadful. they tell you when they are going to come without any consultation and then refuse to make any accommodation if you need somebody else there. Terrible rude staff on the phone line which is expensive. I give it one star because I can't give it 0.”
“Very poor from start to finish companies like this let the NHS down with their very poor service. We had some equipment delivered that was 1st bad they were supposed to call 2 hours before to allow us to get my very sick mother out of her bed no call guy turned and threatened to leave because we were not ready. 2nd time they were to collect given a day I was there all day no show and the guy advised his depot that there was no answer. When it was the hottest day of the year and I had all the doors open and from where I was seated i could see the front door lies. On the phone for one and a half hours only to be told that lie. Then arranged for collection with an half an hour call to be made before their arrival no call no arrival. I have now emailed the company with where the equipment will be outside now for collection and a date it will be ready for collection. One failure ok two bad luck three very bad company. Trouble we can't go elsewhere but the NHS can when renewing the contract.”
“Called company reference my wife’s air bed they supplied, message says hit star for call back don’t bother they don’t. When I eventually got through to arrange repair of faulty air bed they said they would send engineer in a 6 hour window, how do organise carers to be there to hoist someone out of a bed on that lead time. Call handlers really unhelpful just what you need when a love one is at end of life. Also phoned them 4 weeks ago to pick up unwanted items still here obviously charging rental to health service for goods that should have been collected a long time ago, maybe needs looking into.”
“I ordered a walking stick for my father. When it arrived, it was faulty so I called NRS to arrange a return and refund.
The staff were always polite and helpful but after I sent it back, I heard nothing.
I was told twice that the refund would be within the next 5 working days. It didn’t happen and after 6 weeks of waiting, I asked for an email putting in writing that I’d actually get my money back.
I phoned again today to be told they had no record of it being returned and it took several minutes of me insisting that it had been returned before the person ‘found it’ on their system.
Will I ever get that refund? I doubt it!
Meanwhile, vulnerable people are waiting for disability equipment that they might not ever get refunded should it be faulty.
Personally, I’d avaoid this company.”
“My Mum died on 19 August after a new bed was delivered by NRS. It was already late and the headboard did not arrive anyway. It never has. As NRS have a 14 day return policy I called them a day after Mum's death to arrange a return and refund. It took a long time for them to find the order and they said they would arrange a collection. A week later nothing had happened. I needed to return to work at this point and could no longer be at the house. I called and yet again it took an age to find my details. I then got a call back from customer services who said that their manager had to sign it off and had done nothing with it. But they would arrange a return. Then nothing. Finally I got a call from a logistics person on 10th September (21 days after my first call). They picked up the bed on 14th September (these guys were good - but not part of NRS). I was told by NRS that it would take two weeks (!) to inspect the bed and issue a refund. I have had no news since. As I cannot view my Mum's old bank account I cannot tell if there was a refund. I called them last week to find out (my trust has worn thin). The customer services person could find no details relating to my Mum. The previous reference (that they had no issue with before) now does not work - this is the reference my Mum wrote down when she ordered!. Nor did her name, postcode, full address. How can a system work for one person and not another? I was told there are different access levels. I asked for a manager but was told that they would call back same day or next - no call. It is now 11 October and I have been on hold for 45 minutes. I don't think they care very much about customer service.
This has been particularly hard to deal with at the same time as a bereavement. They have been aware of this throughout. I have had to deal with multiple companies on behalf of Mum and NRS stand out as the only one that have caused issues for me. Their disorganisation and lack of care stand out as one of the worst experiences I have had for some years.
My next step is to attempt to find out if there was a refund. I have been unable to close my Mum's account because of this and standing orders have been going out to other companies that I cannot stop. This means that the NRS delay has caused losses for us (they are aware I am waiting on them). It is such a shame that they have messed up what should be a simple process and I am now thinking that a solicitor and/or small claims court are my next step.”
“For some reason returned to nrs healthcare. Only found out after phoning to enquire about delivery. Having since gone onto trust pilot the reviews are terrible. Only hope my refund comes thru int th 10 days as stipulated”
“Placed an order for a mobility product was delivered the next day , good price and product in excellent condition service so good i ordered another product the next day. Wouldave use this supplier again.”
