“My friend is 92, he's had his chair for approx two years. 8 days ago I reported that the chair won't recline, I added that he is vulnerable, and he only has 2 options to be, either in his chair or in his bed. I guy came out on the 5th day, unfortunately my friend was on his own, and he was fobbed off, them saying that he is responsible, that he has hit the chair into the wall, this is not the case, as there is a old repair done to the wall, this was before he even had the chair, so instead of actually repairing it, they made excuses from seeing how they can say it's the customer at fault. My opinion is that the chair was always unfit for purpose. My friend is a larger person, who sits in the chair for 14 hours per day reclining it often. When he bought the chair, he had already got a perfectly decent working chair which he had, had for many years. The sales person said that their chair would be bespoke, made to perfection for his size and for his comfort. While I've been waiting for a call back, I've read the reviews. I'm sad to say I wish I had looked at the reviews before he paid all that money out, as he was talked into buying both a bed and chair.
I hope that I am able to add a positive update, that the chair gets repaired.”
“I strongly advise against engaging with this company. My late mother purchased a chair from them, paying a deposit of £1,000. Tragically, she passed away before she could see the chair. When we contacted the company to inform them of her hospitalization and the devastating diagnosis of cancer, they were unhelpful and insisted that we provide a death certificate to consider any potential refund of the deposit.
Following my mother’s passing, we complied with their request, but received no response. After numerous emails, we finally received the following message:
---
Good afternoon,
Thank you for your email. As previously stated, the chair has been manufactured, and unfortunately, there are no cancellation rights.
You have two options: we can either deliver the chair, with a remaining balance of £995, or you can forfeit the deposit, and we will not pursue the balance.
Kind regards,
Grosvenor Mobility
---
In summary, the company provided no product or service, yet retained my mother’s £1,000. For your own benefit, I recommend choosing a reputable company such as Care (www.careco.co.uk) instead.”
“Great service from start to finish. Salesman Peter Dunkley measured me up for a bespoke chair for my needs and explained everything in detail , many thanks Peter. Due to needing it pretty quickly it was made and delivered in 10 days, now that's a 5 star* service. Thankyou all at Grovensor Mobility for a pleasant stress free purchase.”
““Despite being a hoax, the company has fake positive ratings everywhere. Withhold funds from this website. They kept all of my money for three months after I paid it to them, my account was blocked. A few days later, M A D A C O V I . C O helped me get my money back and make a profit. If you're having the same issue as me, you should give them a trial.”
“Grosvenor were excellent at point of sale but I have had a few niggles with my new chair and have e-mailed but had no response. I feel that now I have paid for my chair they are not so keen on helping. Bit frustrating as not a cheap option and not entirely happy with my purchase.”
“I was looked after by Marie who sent Steve for demo of the chairs and I was very impressed. Delivery arranged by her husband as well. 10 out of 10 Very pleased.”
“Ordered two recliner chairs in July 2022 and although was told it would be 4 week delivery we did not receive the chairs until October 2022. After delivery we had to put a call into customer service as the one chair was making a "clanking noise" when putting in recliner position and also in the seating position. A representative called and lubricated some of the working parts. This did not solve the problem. We also had to phone customer services again as the faux leather on the head cushion was peeling. Again the same representative came out and took the necessary photographs. He stated that if my husband was on medication that could have been cause for the head cushion peeling. This was followed up by a telephone call from the company and we were told that the matter had been looked into and taken up by the manufacturer and was again told that the peeling was probably due to the type of medication my husband was taking. The possibility of this happening with faux leather was not mentioned by their salesperson who was our first point of contact and considering we are elderly it might have been a good idea for him to have advised us that this could happen when deciding our choice of material. The company did eventually send us two headrest covers to hide the peeling!! Last night we had two power cuts and the one chair was in the reclining position obviously as there was no electricity we could not return to the seating position. We tried to use the back up battery pack but it would not work. This morning we tried to rectify this by replacing the batteries but to no avail the chair would not operate using this method. As our chairs only had a 12 month warranty (it expired on 16 October 2023) we have not bothered to contact Grosvenor Mobility as from past experience it would be a waste of time as they are most unhelpful and not interested in after sales service. We have followed all the guidance given in the user manual and are not willing to pay out any more money for a Freedom Pack battery back up. We would not recommend this company to anyone else as there is no way we have received value for money in purchasing these two chairs.”
“Our Salesman was excellent and after paying out over £7,000 for two recliner chairs I am in despair. Problems started when the drivers arrived with chairs but instead of using trolley to wheel the chair up too the door, they carried it. The man walking backwards backed into out low garden wall ,fell and in doing so a chair was damaged. I feel sorry that the chap had the accident but surely the trollies are provided as a matter of health and safety. It was a wet morning and my husband had laid down dust sheets but we couldn’t believe the amount of mud coming off their boots ( our garden has a path ) and then to add insult to injury one of the chaps walked off the dust sheets and the muddy footprints where on the carpet, I could have cried. Shoes are never worn in our home as we have carpets in every room. When the chaps came back into our home, my husband told them about their muddy feet, to which one relied that he thought that walking on the dust sheet would have removed the mud, the other offered for them to take off their shoes. Once they left and we looked at the muddy prints on our carpets. We set to work in shampooing the carpet and my husband took the dust sheets to the dump. I rang customer service and told them how upset I was. The person who I spoke too said they could understand why I was upset and that the delivery men would have had shoe protectors in their lorry and failed to see why they hadn’t used them. I was told they would look into the matter . Shortly after I received a call from another person, who asked if I could take photos. I explained it was to late the carpet had been shampooed. Later in the afternoon the Regional Manager telephoned me full of apologises and explained how he would always take off his shoes when going into a customers home. He said the same thing about shoe protectors. He said he was waiting to see the delivery men and look at damage to chair. He would then know how long it would take to repair and re deliver. I was under the impression he would ring me the next day (Friday) but I received no phone call. So on Monday morning I contact Customer Service and explained I was unhappy that I had not heard from them on Friday. The person explained the chair may come back to them that day but , again I never heard no more that day and so I rang again on Tuesday morning. I rang again Tuesday afternoon and was told the lady I needed to speak too was on the phone but would ring me back in five minutes. Half an hour later the chap rings me back to say the lady had gone into a meeting but would ring me back when she came out of the meeting. Over two hours later I contacted them again and said I wanted to talk to the Regional Manager before the end of the day or I was going to put my problems on Trust Pilot. The chap asked me to hold the line and then he came back and said they would deliver the chair on Friday. Friday morning two different delivery men arrive and deliver the chair. They asked my husband to test his USB point, he did and it worked. I ask them to have a look at my chair which was making a noise. After looking the chap said a part of the chair needed a special spray on it and you couldn’t us WD40. They said they would write it on the paper work and when someone was in the area, they could pop in. I wasn’t impressed but I couldn’t face ringing Customer Service again. The next morning the USB point didn’t work on the chair deliver the day before, So I rang Customer Service Monday morning and it took two attempts to talk to them. When I got through I spoke to a lady who said she would contact an Engineer and ask him to call me. I asked if I would hear that day and was told yes. No phone call on Monday and so Tuesday morning I ring Customer Service again and asked for the Regional Manager. He was out of range but would call me. He didn’t ring me but I received a call back and told that an engineer would come out the weekend to sort the problems out. I asked if this would be Saturday and I was told they would contact me and arrange it . It’s Friday evening and I have had no phone call and now I don’t know if an Engineer is coming out tomorrow or not. I could cry when I think of the money I have spent and there is no after care service. I feel you are just given lip service but nothing is followed up. I really wish I had taken my custom else where.”
“Salesmanship excellent. Customer service after paying out £4,000 non existent.
First issue problem with motor when it stopped in full reclined position after just 6 months of use. It was a nightmare to get my mother out of the chair. Called customer service and was told it would be 4 weeks before someone could even see it!!! My husband had to fix it himself as someone with mobility issues cannot wait 4 weeks without it. Disappointed that repairs should even take so long for vulnerable people!!!! This is a £4,000 chair and I expected better. Have better service from company’s selling them at the average price of £1,500.
6 months ago I put in a claim that the fabric on the chair already looked very worn and had some stains (we paid extra for the stain warranty of 5 years). With my mothers hospital stays she only actually used it for 10 months yet it looked years old. The fabric choice was very bad as I don’t think it should ever be used on a piece of furniture for long term use.
Today I finally heard back from my warranty claim. Unbelievable it took 6 months after reporting my claim to receive contact!!!! My mother has since passed away August and apparently and warranty or claim I have. The salesman neglected to tell us the warranty ends when the owners dies. Had we known this we wouldn’t have bothered wasting our money!!!
Until a company can have as good customer service when there are problems with the product, don’t be fooled by the salesman. It’s company’s that invest in good customer service that deserve your money. Not company’s that stop warranties when their customers die. Your product is either good or it’s not and by not honoring the warranty shows you have little faith in your own product!!! Speaks volumes!!!”
“Grosvenor mobility is a joke. I am still waiting 4 months for repairs to my chair. All l get is excuse after excuse and it is not good enough even though it is still under warranty. If you want prompt service DO NOT buy from this company. I know I'll not.”
“Sold my Mother in Law a bed unfit for purpose even though they were aware that she was dying of terminal cancer. My wife had to lift her mum in and out of bed for over a week until palliative care supplied a more suitable bed, and this had to go in the lounge as this unfit for purpose bed was in the way.”
