Poor communication and accessibility for disabled customers despite good product
I purchased the ‘Freedom S1 Mobility Scooter by e-goes’ ⭐⭐⭐⭐⭐ through Mobility Solutions Direct Ltd. The scooter itself meets my needs, but my experience differed from many positive reviews. The supplier’s process could be far more accessible and supportive for disabled customers, particularly given this is their core user group ⭐⭐
I clearly stated my access needs for short, clear emails due to cognitive fatigue, yet still had to repeat information multiple times. This had already been raised as feedback and acknowledged, but similar issues occurred again.
Payments from multiple funders were possible, but required repeated emails and restating invoice details, with confusion around the remaining balance.
Delivery took 8 days from final payment to arrival in Scotland, and lacked a clear time window, leaving me waiting for days and on the day itself without knowing when it would arrive, which is not accessible with limited energy.
The charging lead for off-board use was hidden in the scooter bag rather than provided clearly with the charger and battery, and warranty details were not shared upfront, both requiring additional back and forth follow-up.
To be fair, issues were addressed once escalated. However, the process required significant energy, with missed questions and unnecessary repeated follow-ups needed to obtain clear answers—something that could have been avoided, especially for people with energy-limiting illnesses.
There is room for improvement in communication consistency and attention to detail across emails, respecting access needs, and providing clear instructions and delivery windows.