Fenetic Wellbeing - www.feneticwellbeing.co.uk

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“A costly disaster for me”


written by DementiaCarer on 13/03/2016

This was a bit of a disaster for me and I’m out of pocket at the end of it all! I am a carer for my elderly mother who has very severe dementia and needed a wheelchair to help me with getting to and from hospital and doctor appointments, as she is very frail. The first wheelchair was delivered with a broken arm rest and a buckled wheel. The packaging is insufficient to prevent damage if the wheelchair falls over during delivery transport. It is delivered folded up in a narrow cardboard box with no internal packaging or protection. Added to this is that the arms are made of quite brittle plastic so are going to be easily damaged. The hand rail on the large wheel also takes the weight of the wheelchair when it falls over and I suspect that this buckled the wheel. The wheelchair is not lightweight being made of steel with steel spoked wheels. The plastic parts are very brittle and the wheel centre caps fall out as they are too small. Feneticwellbeing agreed to send a replacement and exchange the damaged wheelchair on a day decided by them and agreed with me. I had another day off work to receive the replacement, I waited in all day but no one came. No tracking details were sent by the Feneticwellbeing (there was with the first delivery) and when reported to Feneticwellbeing they declared that the courier had “lost it at the couriers depot”. I suspect it was never despatched. Feneticwellbeing agreed to send another wheelchair on another agreed day, so I had another day of work to receive it. This time tracking details were received (as with the original delivery) and the courier delivered. On opening the box, this wheelchair also had a shattered plastic arm rest on exactly the same side in exactly the same way as the original. There was no evidence of the box being opened at the supplier before it was sent so I assume the damage could have occurred at any point since manufacture in whatever country it was manufactured. Again I reported the damage to Feneticwellbeing. My employer would not allow me any more time off work to receive and exchange another wheelchair so I suggested that Feneticwellbeing should send me a replacement arm rest through the post and I would do the repairs myself. They agreed and said they would send a the spare arm rest. Seven days went by and no arm rest was received, no tracking details were supplied. Yet again I contacted Feneticwellbeing, they suggested it must have got lost in the post but yet again I suspect it was never despatched. So I now find myself with a fully paid for broken wheelchair, wasted two days off work, and not permitted any more time off by my employer to attempt another exchange. Amazon customer services that I had great faith in were no help at all, in actual fact I couldn’t work out if the emails from them were from an actual person or were automated. Certainly Amazons “A to Z guarantee” was completely worthless.

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