1 reviews | Active since Oct 2026
Appalling service and CPA non-compliance on defective R3,500 wheelchair
Shocking customer service and complete lack of support.
I purchased a transporter wheelchair online from Healthcare & Mobility Africa for R3,500 less than six months ago. Under normal use, the mechanism on the arm broke off. When I reached out for assistance with a repair or replacement under the Consumer Protection Act (CPA) 6-month statutory warranty, I was initially dismissed and told that this type of wheelchair was not covered by warranty.
It was only after I formally pointed out my rights under the Consumer Protection Act and mentioned escalating the issue to the Ombudsman that their stance shifted, and they offered to replace the part—provided I brought the broken wheelchair into their store. I bought this item online specifically for delivery, and forcing a customer to transport a broken mobility product in-store to fix a defective unit purchased less than six months ago is unacceptable. To make matters worse, I was promised three separate times that a manager would call me back to resolve this. I am still waiting for that call.
The lack of accountability, poor communication, and reluctance to assist customers with defective products is appalling especially for a company supplying essential medical and mobility equipment. Save yourself the frustration and steer clear of this company.
Dear Maxine L,
Thank you for taking the time to share your experience, and we’re sorry to hear about the problem with your wheelchair. We would like to clarify our position. Every product we sell is covered by the implied warranty under the Consumer Protection Act. What our team explained is that the warranty covers manufacturing faults and defects, and that we need to assess the wheelchair to establish the cause of the damage before deciding on the appropriate remedy. That assessment is a standard and fair step for any warranty claim.
Regarding the follow-up, there may have been some confusion about how you wished to be contacted. Our understanding from your last conversation with the store was that you preferred to email the manager directly, and his address was provided to you for that purpose. If you were still expecting a call, we apologise that we misunderstood your request.
We understand that it may be difficult for you to travel to our store, so we will arrange to collect the wheelchair from you for assessment and will contact you shortly to make such arrangements.
Kind regards,
The Care & Mobility Team
Dear Maxine L,
Thank you for taking the time to share your experience, and we’re sorry to hear about the problem with your wheelchair. We would like to clarify our position. Every product we sell is covered by the implied warranty under the Consumer Protection Act. What our team explained is that the warranty covers manufacturing faults and defects, and that we need to assess the wheelchair to establish the cause of the damage before deciding on the appropriate remedy. That assessment is a standard and fair step for any warranty claim.
Regarding the follow-up, there may have been some confusion about how you wished to be contacted. Our understanding from your last conversation with the store was that you preferred to email the manager directly, and his address was provided to you for that purpose. If you were still expecting a call, we apologise that we misunderstood your request.
We understand that it may be difficult for you to travel to our store, so we will arrange to collect the wheelchair from you for assessment and will contact you shortly to make such arrangements.
Kind regards,
The Care & Mobility Team