My husband has motor neurone disease (MND). For us to continue going away, we decided to buy a refurbished mobile hoist, which helps to get out of a bed, from the online mobility equipment company, Wuva.<\/p>\n
It arrived quickly, but had been damaged in transit and didn\u2019t work. I contacted Wuva out of hours via WhatsApp, and within five minutes I received an extensive apology and advised an engineer would call me shortly.<\/p>\n
One of the owners then rang almost immediately, and went to great lengths to reassure me that we would have a working hoist in time for the holiday booked for the following week.<\/p>\n
The next day, he drove from London to the Wuva warehouse in Leeds to pick up a brand-new hoist. He arrived at our home past midnight, as the motorway was closed, having kept me informed, and unpacked and set it up for us.<\/p>\n
It is amazing and we are now able to plan more trips away. Everything is such a struggle when living with MND, and Wuva\u2019s kindness, empathy, and swift action means a great deal.
SN, London<\/p>\n
Your email was a shining light amid the gloom of my inbox. It reminds me of the owner of an Essex luggage shop, Bagcraft, who made an 860-mile round trip from Leigh-on-Sea to Edinburgh to ensure a customer got a replacement suitcase in time for his holiday.<\/p>\n
The mobility aids market is \u201cplagued by faulty goods and poor service\u201d, according to Citizens Advice, which says it receives a complaint every hour.<\/p>\n
Wuva, which began trading last year, will go the last mile \u2013 quite literally, it seems. If there\u2019s a problem, its five staff are accustomed to making emergency dashes across the country to ensure customers get it on time, according to CEO James Hole. \u201cMobility aids are mission-critical,\u201d he says. \u201cA delay could mean a customer can\u2019t get out of bed, attend a wedding or go on holiday, so we will always do what it takes.\u201d<\/p>\n
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com<\/a> or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"My husband has motor neurone disease (MND). For us to continue going away, we decided to buy a…\n","protected":false},"author":2,"featured_media":641458,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[8],"tags":[96,59,56,54,55],"class_list":["post-641457","post","type-post","status-publish","format-standard","has-post-thumbnail","category-entertainment","tag-entertainment","tag-gb","tag-uk","tag-united-kingdom","tag-unitedkingdom"],"_links":{"self":[{"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/posts\/641457","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/comments?post=641457"}],"version-history":[{"count":0,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/posts\/641457\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/media\/641458"}],"wp:attachment":[{"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/media?parent=641457"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/categories?post=641457"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/tags?post=641457"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}