Mobility firm's late-night delivery saved couple's holiday

A woman whose husband has motor neurone disease bought a refurbished mobile hoist from the online mobility company Wuva so they could continue going away. The hoist arrived quickly but had been damaged in transit and did not work, so she contacted Wuva out of hours via WhatsApp and received an apology within minutes and a note that an engineer would call.

One of the owners rang almost immediately and reassured them they would have a working hoist in time for the holiday the following week. The next day he drove from London to the Wuva warehouse in Leeds to pick up a brand-new hoist, arriving at their home past midnight after a motorway closure, kept them informed and unpacked and set it up.

The replacement has allowed the couple to plan more trips away. The letter’s author said Wuva’s kindness, empathy and swift action meant a great deal when everything is such a struggle living with MND. Citizens Advice says the mobility aids market is “plagued by faulty goods and poor service” and receives a complaint every hour.

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