written by NorthW on 16/02/2013
I ordered a medical item that, due to an accident injury, was needed asap. I chose Better Life Health Care because they offered 'next day delivery'. Stayed in all day. The item wasn't delivered. I rang and asked to cancel the order and get a refund because, due to their non delivery on the promised day, we needed to buy the item elsewhere. I was told I could have my 24hr delivery postage refunded (wasn't at that point) but I couldn't cancel the order; Instead I would have to be at home to 'refuse' the item when it was delivered on a subsequent day (because the item was already out with their courier). We then received two lots of (presumably automated) SMS and two lots of emails promising, confusingly, delivery on two different days. None of the messages gave us an option to request that the item not be delivered at all. Fortunately we were around when the first rescheduled delivery finally arrived and we refused it. The money for the cancelled transaction then still went out of our bank account on the following Monday and it took 2 more phone calls and 5 working days before we received a full refund. Although the customer service people were polite, I feel the system is flawed and would not recommend buying from them, especially if it's a time sensitive medical order.
written by mjg146 on 02/06/2012
WE ARE BOTH PENSIONERS, I ORDERED A CHAIR FOR THE BATHROOM WHICH TURNED OUT TO BE TOO BIG. I PHONED TO GET A RETURNS NUMBER ON 30/04/12 AND WAS TOLD IT WOULD BE COLLECTED THE NEXT DAY AT A COST OF £15, IT WAS COLLECTED ON O3/05/12 AND I WAS TOLD MY REFUND WOULD TAKE 15 DAYS.THE CHAIR ARRIVED AT THEIR DEPOT ON 04/05/12 AND IT IS NOW 28 DAYS LATER AND TWO PHONE CALLS AND I AM STILL WAITING FOR THE REFUND. THE LAST PERSON I SPOKE WITH TOLD ME IT WAS BEING DEALT WITH BUT IT TAKES 30 DAYS FOR THE CREDIT.I AM NOW GOING TO THE TRADING STANDARDS TO TRY AND GET MY MONEY BACK. SO IF YOU ARE A PENSIONER ON AN OLD AGE PENSION THINK TWICE BEFORE YOU USE THIS COMPANY. FIND OUT FIRST HOW MUCH IT COSTS TO RETURN SOMETHING AND HOW LONG THEY TAKE TO REFUND YOUR MONEY.
written by johhnyb on 17/04/2012
I ordered a mobility scooter from Betterlife, having seen it in their brochure that weighed only 43kgs on the 26th March.On the betterlife web site it was only £329 but the weight showed 49kgs, It was delivered next day by courier and i noticed on the box the total weight was 55kgs. The differance of 12kgs nearly 2 stone heavier.When i phoned next day to say the weights were incorrect and that it was now unsuitable i was told that the collection charge was £65 unless i choose my own courier but i must take out insurance for damage. I Quoted in their brochure it states returns,heavier items over 25kgs £25. I told them many of their competitors did a free collection sevice and as the information i was given was incorrect they agreed to £25. It was collected on the 4th April but i had to chase them twice before the refund was in my account nearly two weeks later. For a company like Betterlife at Lloydspharmacy that deal mainly with Mobility and disability, weights on their products are very important. I am still angry as a pensioner losing £25 on something that was incorrectly advertised is very upsetting.
written by on 07/04/2012
I ordered a product from their website. Because I needed it within six working days (earlier than the stated '7 day' limit), I opted to pay for 48-hour delivery. The money went out of my bank the next day, but I received no email of conformation or dispatch. So I waited for my delivery. Four days later, after hearing no word from the website whatsoever, I called the customer service center. The assistant on the phone was very helpful, but she told me that my item was actually out of stock. The fact that the company had neglected to inform me of this, yet still take the money from my account was infuriating. She assured me that my money would be refunded in its entirety, but that still only left me with two days to find an alternative item elsewhere. Will not be buying from this website again. It needs to be improved so that customers cannot purchase items which are out of stock.
written by violet33 on 14/01/2012
I ordered a rise and recliner chair and was offered express delivery for an extra £50. I accepted. They phoned me to say delivery slot was 4.30 pm which was unsuitable to me. I admit i had originally said i would take an afternoon delivery buti had to alter this to a morning delivery. They could not offer me a morning delivery on express so i said i would take the normal 7-10 day delivery. I phoned them twice after 5 days to ask when chair would be delivered as they had already taken money but they could not give me a definite date as they kept saying their 'logistics' dept were very busy and they had to come from yorkshire !! My delivery was for an address in London not some isolated location but apparently their drivers were very busy and could not fit me in at any time in the morning. If i had known there would be so much hazzle over delivery i certainly would not have placed the order. Maybe they only have one van delivering to the south of england - i must admit i was suprised at their reaction about delivery as i thought they were a large company. After getting no definite decision from them about a delivery date i had no option but to cancel the order, ask for a refund and go elsewhere. I was buying the chair for my 90 year old aunt and had to travel some distance (74 miles) to be there when the chair arrived so i needed a definite date and time for delivery. I asked the polite customer services assistant, called Kirsty, to send me an e-mail confirming cancellation of order. She said she would but i was not suprised when she did not. I had completely lost confidence in this company by this time and was dismayed by their lack of customer service. I have not yet received a refund of the £499 for the rise and recline chair although i have received a refund for the £50 extra charge for the
Written on: 17/01/2012
Dear Customer
Please accept our sincere apologies that we were unable to deliver your order in the timeslot you requested. Although we endeavour to fulfil all of our customer's delivery requirements, unfortunately there are occasions whereby this cannot be achieved as quickly as the customer requires. The original delivery date was scheduled within 48 hours from the date of the order being placed, but unfortunately we were advised that this time was not convenient. An AM slot was therefore opted for within the 7-10 working day free delivery service, which was currently being scheduled, but unfortunately a request to cancel the order was received before a definite date was acquired.
written by seleenahaque on 17/10/2011
The ollator arrived on time, in an enormous cardboard box. The maximum height of the frame is not high enough for my father, who is only 5 ft 8. This means he has to stoop when pushing the rollator. which makes his chronic back pain worse. The mechanism to fold the product up broke the second time my father used it. Betterlife said they would collect the faulty rollator on an agreed day between 9 am and 5pm. We waited half the day and then were told told that as we had disposed of the box, they could not take the rollator back. I phoned customer service, who failed to apologise for not making it clear we needed the box, or for making us wait in all day. if I had known that their product was so poorly made I would have moved to a larger house in order to accomodate the return packaging! We Will have to wait in again for a new box and then again for them to collect the rollator and then again for them to deliver a new one. Clearly betterlife think the elderly have nothing better to do with their lives than sit at home waiting for them. I would advise anyone thinking of buying a product from them to look else where, otherwise be prepared to give up several days waiting in for them.
Written on: 21/10/2011
Dear Customer
Please accept our sincere apologies for the disappointing experience you have encountered. It is always our aim to provide an excellent service and it is truly a matter of regret that on this occasion, we have been unable to do so.
Betterlife Healthcare Ltd.
written by on 01/12/2010
Delivery of the wheelchair ordered was excellent. Unfortunately an armrest pad was faulty. I was promised a replacement part to fit myself. Despite numerous phone calls, e-mails and promises I am still waiting! Dreadful aftersales service.
written by on 29/09/2009
Ordered a keep u dry waterproof half leg cast cover which was supposed to stretch to 48cm! But would not stretch an extra 3 cm wider than the 8cm (approx) opening. Then ripped! Sent the item back to Betterlife 2 weeks ago, Still waiting for a replacement/ response!!
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Betterlifecustomer's Comment
Written on: 11/04/2012
Please accept our sincere apologies that we failed to notify you regarding the delay in despatching your order.
We pride ourselves on excellent customer care and appreciate that on this occasion we have failed to deliver this service, which therefore resulted in you having to purchase your item elsewhere.