A customer has praised staff at Wuva, an online mobility equipment company, for their kindness, empathy, and swift action in delivering a mobile hoist just in time for a planned holiday. The customer, whose husband has motor neurone disease (MND), had purchased a refurbished mobile hoist to assist with getting out of bed. Although the hoist arrived quickly, it was damaged in transit and did not work.
Exceptional Customer Service
The customer contacted Wuva via WhatsApp outside of business hours. Within five minutes, she received a full apology and was told an engineer would call shortly. One of the owners then called almost immediately, reassuring her that a working hoist would be delivered before the holiday scheduled for the following week.
The next day, the owner drove from London to the Wuva warehouse in Leeds to collect a brand-new hoist. He arrived at the customer's home past midnight due to a motorway closure, having kept her informed throughout the journey, and unpacked and set up the hoist.
“It is amazing and we are now able to plan more trips away. Everything is such a struggle when living with MND, and Wuva’s kindness, empathy, and swift action means a great deal,” the customer wrote in a letter to the Guardian.
Going the Extra Mile
This story echoes a similar case involving Bagcraft, an Essex luggage shop, whose owner made an 860-mile round trip to Edinburgh to ensure a customer received a replacement suitcase in time for a holiday.
The mobility aids market is often criticized for faulty goods and poor service. Citizens Advice reports receiving a complaint about mobility aids every hour.
Wuva, which began trading last year, is committed to exceptional service. CEO James Hole explained, “Mobility aids are mission-critical. A delay could mean a customer can’t get out of bed, attend a wedding, or go on holiday, so we will always do what it takes.” The company has five staff who are accustomed to making emergency dashes across the country to resolve issues.
