LM
Lilian M
1 reviews | Active since Feb 2020
03 Dec 2025, 16:33
Uncomfortable Chair
The chair was bought in April 2025. The chair seat is very hard and uncomfortable. My disabled son complains if he sits in the chair for more than one hour. I have bought memory foam and eggbox foam cushions to try and alleviate his discomfort. I called Willowbrook's head office to complain. Their reply why are you complaining now after 8 months. Yip, so my mistake for buying the cushions and delaying my complaint. The technicians who came out said that the foam in the seat would soften over time. In the interim my son runs the risk of developing pressure sores if he sits in the chair for lengthy periods. The chair does NOT serve the purpose for which it is advertised and bought.
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Willowbrook Riser Recliners's replyOfficial
03 Dec 2025, 17:28 Dear Lilian M,
We always appreciate feedback and we are sorry you feel that way in regards with your recliner. We manufacture hundreds of recliners for our customers who are often frail and elderly and spend the majority of their day seated in the recliner and who are extremely satisfied with the result. The seat provided is also the same specification of the seat that was tested prior to ordering the chair. You logged a call in August that the recliner was making a noise when lifting and we sent out our technicians, at no charge to you, to attend to the matter. At this time, there was no mention of any concerns regarding the comfort of the recliner as recorded on the remedial document which you also signed confirming that the service call had been completed to your satisfaction. Images taken on the day of the remedial don’t show any cushion in use. It was only in November that we received information that the seat felt too firm. Again, we sent out the technician and no fault was found with the seat. The images taken on that day show that a slip cover had been placed over the entire chair and although not entirely clear, it does not appear that there is any additional cushion. We did offer to assist by producing a softer seat, but as there was no fault on the seat and the concern was only raised some 7 months after accepting the chair, we advised that there would be a cost, which you were unhappy with.
If we can be of any further assistance, please do not hesitate to contact us.
The Team @ Willowbrook Riser Recliners.
We always appreciate feedback and we are sorry you feel that way in regards with your recliner. We manufacture hundreds of recliners for our customers who are often frail and elderly and spend the majority of their day seated in the recliner and who are extremely satisfied with the result. The seat provided is also the same specification of the seat that was tested prior to ordering the chair. You logged a call in August that the recliner was making a noise when lifting and we sent out our technicians, at no charge to you, to attend to the matter. At this time, there was no mention of any concerns regarding the comfort of the recliner as recorded on the remedial document which you also signed confirming that the service call had been completed to your satisfaction. Images taken on the day of the remedial don’t show any cushion in use. It was only in November that we received information that the seat felt too firm. Again, we sent out the technician and no fault was found with the seat. The images taken on that day show that a slip cover had been placed over the entire chair and although not entirely clear, it does not appear that there is any additional cushion. We did offer to assist by producing a softer seat, but as there was no fault on the seat and the concern was only raised some 7 months after accepting the chair, we advised that there would be a cost, which you were unhappy with.
If we can be of any further assistance, please do not hesitate to contact us.
The Team @ Willowbrook Riser Recliners.
Best regards,
Willowbrook Riser Recliners's reply03 Dec 2025, 17:28
Official
Dear Lilian M,
We always appreciate feedback and we are sorry you feel that way in regards with your recliner. We manufacture hundreds of recliners for our customers who are often frail and elderly and spend the majority of their day seated in the recliner and who are extremely satisfied with the result. The seat provided is also the same specification of the seat that was tested prior to ordering the chair. You logged a call in August that the recliner was making a noise when lifting and we sent out our technicians, at no charge to you, to attend to the matter. At this time, there was no mention of any concerns regarding the comfort of the recliner as recorded on the remedial document which you also signed confirming that the service call had been completed to your satisfaction. Images taken on the day of the remedial don’t show any cushion in use. It was only in November that we received information that the seat felt too firm. Again, we sent out the technician and no fault was found with the seat. The images taken on that day show that a slip cover had been placed over the entire chair and although not entirely clear, it does not appear that there is any additional cushion. We did offer to assist by producing a softer seat, but as there was no fault on the seat and the concern was only raised some 7 months after accepting the chair, we advised that there would be a cost, which you were unhappy with.
If we can be of any further assistance, please do not hesitate to contact us.
The Team @ Willowbrook Riser Recliners.
We always appreciate feedback and we are sorry you feel that way in regards with your recliner. We manufacture hundreds of recliners for our customers who are often frail and elderly and spend the majority of their day seated in the recliner and who are extremely satisfied with the result. The seat provided is also the same specification of the seat that was tested prior to ordering the chair. You logged a call in August that the recliner was making a noise when lifting and we sent out our technicians, at no charge to you, to attend to the matter. At this time, there was no mention of any concerns regarding the comfort of the recliner as recorded on the remedial document which you also signed confirming that the service call had been completed to your satisfaction. Images taken on the day of the remedial don’t show any cushion in use. It was only in November that we received information that the seat felt too firm. Again, we sent out the technician and no fault was found with the seat. The images taken on that day show that a slip cover had been placed over the entire chair and although not entirely clear, it does not appear that there is any additional cushion. We did offer to assist by producing a softer seat, but as there was no fault on the seat and the concern was only raised some 7 months after accepting the chair, we advised that there would be a cost, which you were unhappy with.
If we can be of any further assistance, please do not hesitate to contact us.
The Team @ Willowbrook Riser Recliners.
Best regards,