SW
Stella W
1 reviews | Active since Nov 2019
14 May 2025, 23:27
Rise recliner service
Bought a rise recliner, delivery went smoothly, but thereafter for support it was very difficult to speak to anyone, had to communicate via email. When my husband tried out the chair it was not suitable for him, so I arranged to return. The actual return was well arranged but took quite a while to get the refund processed, again all communication via email. I landed up paying for delivery to my home as well as the return delivery cost. As the only way that the chair can be tried and tested is via purchase, I think that Mr Mobility should arrange for a sample in each major centre for evaluation purposes, or alternatively cover the cost of delivery/return if the customer is not satisfied.
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Mr Mobility South Africa's replyOfficial
15 May 2025, 17:35Dear Stella,
Thank you for your feedback and for giving us the opportunity to assist you and your husband.
We’re very glad to hear that the delivery and collection processes went smoothly, but we’re truly sorry to hear that our post-sale communication didn’t meet your expectations. We understand how frustrating it can be when a product doesn’t suit your needs, especially when trying to make such an important decision remotely.
As an online business, we do try to assist as much as possible via phone, WhatsApp, and email, and we’re sorry that our availability wasn’t more responsive when you needed support. Please note that our returns policy does stipulate that transport costs are to be covered by the client, and it also includes an admin fee — which we chose to waive in your case due to the circumstances.
Your suggestion about having trial models in major centres or improving our return/delivery support for unsuitable items is a valid one — and something we’ll seriously consider as we expand.
Thank you again for your honest input. It helps us improve our service and customer experience. If you have any unresolved concerns, please don’t hesitate to reach out to us directly.
Warm regards,
Warm regards,
The Mr Mobility Team
Mr Mobility South Africa's reply15 May 2025, 17:35
Official
Dear Stella,
Thank you for your feedback and for giving us the opportunity to assist you and your husband.
We’re very glad to hear that the delivery and collection processes went smoothly, but we’re truly sorry to hear that our post-sale communication didn’t meet your expectations. We understand how frustrating it can be when a product doesn’t suit your needs, especially when trying to make such an important decision remotely.
As an online business, we do try to assist as much as possible via phone, WhatsApp, and email, and we’re sorry that our availability wasn’t more responsive when you needed support. Please note that our returns policy does stipulate that transport costs are to be covered by the client, and it also includes an admin fee — which we chose to waive in your case due to the circumstances.
Your suggestion about having trial models in major centres or improving our return/delivery support for unsuitable items is a valid one — and something we’ll seriously consider as we expand.
Thank you again for your honest input. It helps us improve our service and customer experience. If you have any unresolved concerns, please don’t hesitate to reach out to us directly.
Warm regards,
Warm regards,
The Mr Mobility Team