Good afternoon Joanne,
We are sorry to hear of your experience. Allow us to address each of the points made here concisely:
Handling on slopes - This is an electric wheelchair, not a full-size powerchair and as such requires you to steer into the incline when driving on slopes or across cambers, last week we took your comments and did a road test of our model against several other leading UK brands and found that they drive at similar speeds and stabilities across cambered paths. The advice we always give customers is that these are folding units designed to be light enough to lift into a car - they handle like an electric wheelchair and cannot be expected to be a replacement for a much heavier and more stable daily driver powerchair, they are designed as a robust solution for those that need something for days out to go in the boot of a car, for example.
Regarding the goop, we do apologize for this, we sell several of these wheelchairs every day and this is the first time some puncture prevention fluid has not been caught and wiped off beforehand. As you say, we will always replace anything damaged, faulty or incorrect on delivery.
Regarding the refund, we have you down for a full refund on our support system, unfortunately most of our CS team has come down with covid over the weekend, so the refund processing is taking a bit longer this week. Your item was sent back with scrapes to the castors, heavy scuffing on the mudguards, chips on the footplate, a hole in the seat, scrapes on the outer arm-rest bolt covers, amongst some other blemishes however because of the upset this transaction has caused you, we have agreed to waive the restocking fee. FYI, it is not illegal to charge a restocking fee if the item has been damaged by the customer. We only charge the raw costs to ourselves and they are all up in black and white in an itemised list on the returns section on our website for customers to check before ordering.
We wish you all the best in sourcing a chair more suitable for your needs and will ensure the refund if processed promptly.
