A customer has praised the staff at Wuva for their kindness, empathy, and swift action in delivering a mobile hoist just in time for a holiday. The customer, whose husband has motor neurone disease (MND), purchased a refurbished mobile hoist from the online mobility equipment company to help him get out of bed during trips away.
Swift Resolution After Transit Damage
The hoist arrived quickly but was damaged in transit and did not work. The customer contacted Wuva via WhatsApp outside of business hours and received an extensive apology within five minutes, along with a promise that an engineer would call shortly. One of the owners called almost immediately and reassured the customer that a working hoist would be delivered before their holiday the following week.
Owner's Extraordinary Effort
The next day, the owner drove from London to the Wuva warehouse in Leeds to pick up a brand-new hoist. Despite a motorway closure, he arrived at the customer's home past midnight, keeping them informed throughout the journey. He unpacked and set up the hoist before leaving.
The customer expressed immense gratitude, stating, "It is amazing and we are now able to plan more trips away. Everything is such a struggle when living with MND, and Wuva’s kindness, empathy, and swift action means a great deal."
Industry Context
The mobility aids market is "plagued by faulty goods and poor service," according to Citizens Advice, which reports receiving a complaint every hour. Wuva, which began trading last year, stands out for its commitment to customer satisfaction. CEO James Hole noted, "Mobility aids are mission-critical. A delay could mean a customer can’t get out of bed, attend a wedding or go on holiday, so we will always do what it takes."
This story echoes a similar incident where the owner of Bagcraft, an Essex luggage shop, made an 860-mile round trip from Leigh-on-Sea to Edinburgh to deliver a replacement suitcase in time for a customer's holiday.
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