1/27-33 Oaks Ave, Dee Why NSW 2099, Australia
Dropped into the DY store to enquire about a piece of mobility equipment for use by carers to continue to manage my ageing father in his own home. The girl who looked after me there was attentive and very helpful. She said they do not have the ‘Sara-Steady’ style device there in the shop but can deliver it from stock they have in their warehouse. I noted that they have a number of negative feedback responses regarding warehouse deliveries here on Google. She pointed out that it seems people are keen to report negative experiences and not positive ones! She assured me that they do dozens of deliveries each week and rarely have any failures to deliver to promise. I took her at her word saying I needed it delivered by Wednesday. It was delivered on Tuesday. Excellent delivery to promise. Five stars, no hesitation.
Read More ReviewsDropped into the DY store to enquire about a piece of mobility equipment for use by carers to continue to manage my ageing father in his own home. The girl who looked after me there was attentive and very helpful. She said they do not have the ‘Sara-Steady’ style device there in the shop but can deliver it from stock they have in their warehouse. I noted that they have a number of negative feedback responses regarding warehouse deliveries here on Google. She pointed out that it seems people are keen to report negative experiences and not positive ones! She assured me that they do dozens of deliveries each week and rarely have any failures to deliver to promise. I took her at her word saying I needed it delivered by Wednesday. It was delivered on Tuesday. Excellent delivery to promise. Five stars, no hesitation.
The delivery crew are hopeless and incredibly disorganised. They keep rescheduling the DAY OF, and are not remotely apologetic despite this having resulted in multiple days of work wasted. We had already had a pretty frustrating experience with ILS earlier this year, but I was hopeful that they would've improved somewhat. Apparently not. ETA: Wow. They literally rescheduled AGAIN. They have rescheduled every day this week. I received a call from the Dee Why branch after posting this review, with the assurance they would be "following up with the warehouse" to confirm the order would be getting collected today, only to receive a text saying actually, it'll be next Monday. Yet another day off work wasted.
I’ve lost money and I’ve lost sleep over this situation. My partner broke his leg badly and is non-weight bearing for min 8 weeks. I hired a wheelchair last month initially for 4 weeks and paid $160 including the delivery fee for a $25 per week wheelchair hire. When it was delivered the driver claimed he couldn’t find my address on his GPS so I waved him down from the end of my street and instead of driving up to me with the chair he pulled the chair out of his van and I then had to push it up the hill and into my street and up 2 small flights of stairs all by myself, I’m a 65kg female with chronic back problems. That was only the beginning of an awful experience. My partner actually only used the chair for about 3 or 4 days in total when his circumstances changed, so we only had the chair for a total of 8 days and I called up to return the chair on day 8 and to have the hire frozen until their delivery driver was able to pick it up a couple of days later. I was then told that I would only be refunded $40 even though I was returning it THREE WEEKS early. So technically you charged someone $120 to hire a wheelchair for a week when it was supposed to be $25 per week hire. It’s now taken me almost 2 weeks to get a hold of anyone who is able to help me with getting the rest of my money back. I’m currently on hold to head office and have been on hold for 35 minutes when my position in the queue is supposedly “first”. This whole company is a scam and you should be ashamed of yourselves. Taking advantage of disabled people who are already vulnerable and reaching out for help and this is how you help. I’ll be telling everyone I know to stay away from ILS unless they want to be scammed out of money and deal with some of the worst customer service I’ve ever experienced.
Thank you Brenda and team. The lovely ladies at the Dee Why store provided excellent 10/10 customer service, hands down best received in a long time. Thank you. Even though we are in North Queensland we got the Best prices and service. Thank you again, we will always shop here in the future.
Fabulous customer service as the staff were very kind and understanding towards some with a bladder issue and there products were responsible priced
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