Recare Avis 49

I experienced an unexpected fault with my mobility scooter when, disconcertingly, the seat swiveling mechanism could no longer be locked in the straight ahead position. I called Recare and David visited me on the same day and took away the offending part. He then performed a meticulous repair and Alfie returned and fitted it the following day. I depend on my scooter for getting about and I was extremely pleased with the rapid response and excellent warranty repair which also meant that there was no delay in waiting for replacement parts. Thanks to all at Recare.

My daughter is delighted with her new pink Trekinetic wheelchair. Mitch came out a number of times to demonstrate the chair. The he was very patient and happy to make a number of visits. The chair was made and delivered promptly and it has made us all very happy. Very happy with the service from Mitch and Recare.

Ashleigh was amazing, she gave me great advice and even came back a second time for me to try wheelchairs with my car. The whole team gave me amazing service.

Recare’s technical knowledge and expertise are second to none, but sadly the quality of service provided by their admin team has been extremely poor. I ordered replacement wheelchair parts and waited nearly four months, even though I supplied clear photos and they had the original order details. When the parts finally arrived, they were completely wrong — electronic components instead of the footplate I needed. I had even questioned the unusually high cost and was reassured it was correct.

Because my chair remained unrepaired, it became unsafe to use and I suffered a painful injury as a result. I’ve also had to make a substantial insurance claim, which may affect me going forward. Now I face an additional wait while the correct parts are reordered.

Communication has been unreliable, promised call-backs didn’t happen, and the administrative handling of my case has caused unnecessary delay, stress, and risk. While the company clearly has strong expertise, the support and service from the admin side have been severely lacking. I would urge others to think carefully before choosing Recare.

bad product, bad post sale service, really regret the purchase

Helpful via phone call and pleased I got the correct product.

Brilliant customer service!

I was trying to source a Vicair Vector cushion with specific measurements for a relative with a new wheelchair & needed it asap. Several other websites didn’t give options to change the measurements and/ or didn’t offer VAT relief so considerably more expensive. All websites were stating 5-6 week delivery.

I phoned Recare and talked to James who led me through ordering the size I needed & sent the direct order & payment links. VAT relief was straightforward. He then liaised with Invacare on our behalf to request quick delivery.
We received the exact cushion needed, which apparently is “perfect, incredibly comfortable” within 10 days of ordering. Thank you to Recare, what a difference you made to this customer & their everyday life.

Great price, quick delivery, easy process & excellent customer service.

Spent just under 10k at Recare (which we fundraised for!!) on a wheelchair and a Tri-ride which then broke in 18 months! The company were not interested and said it would cost another £500 to repair which we just don’t have. They are now harassing us wanting to charge storage as the part is still with them! There is no care in Recare sadly!!

I was so impressed, I spoke with James who literally could not have been more helpful, he went above and beyond, helping me to find critical and quite frankly very complex information on a stressful and tight deadline requiring a rapid turnaround due to my flying out of the country. I was not a customer, I hadn't bought anything from this company before, he had no obligation to help me and did not stand to gain anything from the communication and yet he helped me to get everything I needed with respect, patience and wonderful manner. There aren't many people that would search for details of a product that they did not provide, its with this in mind that I would definitely recommend this gentleman at this company to deal with as he was respectful, informed highly competent and honest, he put me first on every element of our interaction. Exemplary five star service many thanks again for a brilliant experience and thanks for enabling me to continue with my world travels!

ETA:
Recare did have their director contact me and we've had a resolution - he agrees that what happened should never have happened and will be looking into why and how to stop it happening again. I felt listened to and I hope that no one has a similar experience.
I would not do it all again because it was such a headache and so stressful but ultimately it worked out. Eventually.

Thank you to those of you at Recare who helped me so much, you're superstars.

ORIGINAL:

I got in contact with Recare last year as I was ready to upgrade my manual wheelchair. Easy peasy right? I thought so.

Mr A came out to see me in June/July and helped me spec up a chair to my liking, complete with super comfy cushion and in purple. Fabulous.
Once he passed the details on to the office and I paid my deposit, I was given the first week of September as a rough guide for delivery.
September came, and my chair did not. Upon emailing the office, the genuinely very helpful Miss B told me there was an issue with the supplier and they had sent the chair in black and that my purple one would be on its way soon enough.
It was not.
When my purple chair arrived at Recare, it arrived without a back. So there was a scramble to find a back for it and get it to me before Christmas as I was staying with a friend over Christmas.
The chair arrived with me at the end of November, I was happy. Or so I thought.
I had opted for a manual folding wheelchair with a folding back and adjustable handles. When I went to go out on my first trip we found that the back wouldn't fold down properly as it would fold lower than the seat came up, meaning you could either close the seat or fold the back down, not both.
Cue emailing Recare and saying "um what on earth?" Only to be told that the back I had asked for (folding back and adjustable handles) wasn't made by thr manufacturer and that it was something Recare put together for me. Uh oh.
By this point it was too late to have them take my chair and have it back before Christmas, so they agreed to collect it after I was home again.
Mr A came out, tried to fold the chair as I explained it didn't work how it was meant to, then apologised and took it away, I was left without a chair.
The chair came back to me mid February, I was once again delighted to have it back and it did fold properly! Amazing!
Except after Mr A left, my friend and I found out that the left handle wouldn't budge. At all. Quick email to Miss B and she had phoned Mr A and sent him back to check what we said and collect the chair.
Neither times had anyone in the workshop at Recare checked to see if what they had put on had worked. If they had checked either time they would've found the issues we had.
So I was once again without a chair. Thankfully I only need it when out and about, but hospital appointments and seeing friends was once again put on hold as it would be impossible for me to use my sticks for longer than a 5 minute shuffle.
My chair finally came back to me in April, I was dreading it coming, fully prepared to cut the zip ties tying my spoke guards on and telling whoever bought it that I didn't want it any more as I had cried too much about it.
Finally. Finally it arrived and it was as promised. The adjustable handles are short enough that they don't need to be removed to fold the back down and the back does actually fold down.
It's a little finicky to keep folded as the handle attachment bits rub together and the clip by the seat isn't able to stay clipped because of it, but I'll take that tiny annoyance.

The director rang me on receipt of my chair. My illness is such that I'm very brain foggy and struggle with absorbing spoken information and I asked if an email conversation would be acceptable. Miss B assured me it would. This was April 2nd, it's currently April 24th and I've not heard a thing. Frankly I don't expect to because it's very clear that anyone with any pull at Recare doesn't give a wotsit about me or anything I've been through in order to gey my chair from them.
If I could go back, I'd pick a totally different company, although when I was looking, only Recare replied to me.

If you're going to get a custom chair (mine was £2.5k) don't get it from Recare. I'm sure they'll do fine if you're buying off the peg though.

8 months of stress and BS. Do not recommend.

(Mr A and Miss B used as placeholders as requested)

Prompt delivery. Salesman rang to check I was ordering the correct part as I had not shipped with them before. Excellent service

The seatbelt I needed is robust and very secure. Before I bought it, the belt I had was made of slippery material and would get longer until it offered no protection at all. This belt I have now is perfect.

I dealt with James from start to finish. His attention to detail was second to none. The chairs was delivered to a nursing home without a hitch.

Can’t believe how quick it arrived. Even got a call before delivery. Mam is really pleased with her new chair.

Wouldn’t go anywhere else. Thanks team

Excellent customer service, I highly recommend this company.

The product took far too long to arrive. I only ordered a cushion cover but it took 2 months to get to me.

Great service, thank you

Excellent service everyone always very kind quick and efficient

Excellent service and quality thank you 100% satisfied customer!

I ordered over 2 weeks ago and haven't recieved my sons rain cover, I will be contacting them in the new year. Hoping to recieve it soon as it was over £700

I've paid 650 for a wheelchair rain cover 2 weeks ago, still didn't receive it.