Independent Living Specialists Reviews 78

I wish I had read these reviews before I purchased a walker for my father. The saddest thing is that you are making the lives of people who are already suffering harder than what it should be! Also see that no-one from ILS has the courtesy to reply to these reviews.

I ordered my dads new scooter online I called them because I had never received a sales invoice the lady on the phone misunderstands me and says wait a minute taps on her key board and says I can offer you this scooter for this price ( $400 cheaper than I just paid 😡 and said no I have have already paid for it online she then says ohh I can’t help you then I will put you through to our online team,
I had to call every day for a week trying to get a new voice and a tracking number that I never received.
The scooter finally arrives and it is missing bolts for the batteries so I had to go purchase these, the instructions are very minimal and I was told set up is easy all you have to do is put the seat on, yeah right 😂.
I am a carer to both of my elderly parents and will never purchase anything from ILS again it’s better to go into your local store and talk to people and but there and then,
So no I do not recommend this company and really wish I had of read the reviews first.

I purchased a rollator for my father. Three months out of warranty and during covid one of his brakes broke. I was not aware of this until his facility finally re-opened. I rang ils and asked them to consider covering the repair under warranty but they refused. I then contacted the service dept to purchase the parts. That was on 9 February. I am still waiting to receive confirmation my parts are available and to finalise my order.

I hope this review helps someone not purchase through this company.
Disgusting customer service and lost hundreds $$$.

Horrible experiences with them causing great distress to my mum during the last fortnight of her life, as well as to myself shortly afterwards. A couple of weeks ago ILS delivered a faulty hospital bed that didn't go up & down so I had to lift & lower my mum on & off the bed instead of her being able to use it to help herself stand. They said it was just a faulty motor - but the whole bed was faulty & fortunately I had demanded a replacement bed not just a motor or there would have been even more stress & inconvenience. They really should have checked their equipment properly before they deliver it - as by definition someone who needs a hospital bed at home would be frail & ill & vulnerable. Mum was frail & ill & easily stressed so it was awful for her. When she finally died, Your Side (the home care package people) emailed me to say that they'd arranged collection for today (Thursday 25th Feb). I rang someone yesterday to confirm collection of the bed had been organized. He assured me that I was on the list for today's collection & I'd be rung first thing today. But I wasn't rung & apparently I wasn't on the collection list despite being told that I was. After trying over 6 times to ring & leave messages, someone who didn't know my name or details of the equipment or anything at all, rang me & tried to fob me off with excuses.Nobody takes responsibility or cares about the stress this causes. It's now 20 to 12 & I've finally gotten confirmation after spending 2 hours on the phone yesterday & over 3 hours today that the bed will be collected sometime today although they won't say when. Now tomorrow I have to start notifying people about mum's death, like Centrelink, her banks, arrange the funeral etc - lots of things so I can't sit here next to the bed waiting for ILS to collect it when they feel like it. Mum's home oxygen equipment is being picked up today with no dramas because I sourced it from a different company as I didn't like or trust ILS to care about it, & I'm so glad it wasn't in the hands of ILS. I only wish I'd had the time to source the bed & mattress from a different company. It's distressing enough to be looking after your dying mother without ILS making it all so much worse.

Ordered a lift chair from them was suppose to be told when delivery was but heard nothing when I enquired about it was told it will include delivery and set up. When guy delivered didnt know about set up called local branch about it was told they will contact online sales and get back to me. Next day nothing so I called was told that set up would cost an extra $99 well being disabled I cant do it thats why I asked if it would include set up. Shocking service they dont care that what they sell are for the aged and disabled that they then try to rip you off by charging you for something was told was included. They just dont care.

Not ‘one star’ it seems upon reading I am not the only one
On 5/10/2020 I purchased a walker but the company took illegally (3) additional amounts but it’s now (3) weeks heading into a month they still owe me (1) more refund.. no mention of when complete silence I have at least 25 emails of false promises and still this so called company owes me $153.86
Is anybody in charge
Very very unprofessional
No mention of the illusive walker by week 2 I cancelled as no mention of money’s But they sent it anyway to which it was sent back with their courier
Now they have $153,86 a company versus an elderly person disgusting!!!
Margaret Fonaris

Don't rent/buy anything from them.
Absurd refund policy.
I bought a balance ball from them. As the measurement, which I didn't see before I order it, does not meet my needs, I returned it to them without opening the packaging. Totally I paid $268.99. They refund me only $199. They have kept $69.99.
Don't deal with them at all.

Please DO NOT rent/buy anything from this company! Today, I was abused by a staff member, who came to my house, apparently, because I don’t answer my phone!! He was rude and abrupt and as I pointed out, 9 times out of 10, I can’t answer as my mother is dying and I’m with her at all times! These clowns DO NOT CARE! They will take your money, and deliver faulty goods. They don’t care because it’s not one of their loved ones using it! PLEASE, shop around, I promise you, it pays to do so! This company has no idea what head office is doing to the drivers on the road! BUT, to come to a dying woman’s house and abuse her carer... that alone speaks volumes about this so called “caring” company! An ant is more caring and compassionate... an ant!
Please look elsewhere

This company overcharged me, failed to deliver an item on the agreed date leaving my mother waiting at home all day waiting for a delivery, delivered the wrong item, failed to refund the item after taking 2 weeks to pick up the incorrect item, and did not respond to my emails and phone calls. I suggest that they use these tactics to take advantage of elderly clients.

I am in a wheelchair all day , had a wheelchair scripted wrong so it is very uncomfortable . but instead trying to help me by rectifying the problem , they are shifting the blame on me on me by saying I put on weight on , I have been the same weight for years.
For me to be able to go through my day , have to buy another wheelchair.
SHAME ON YOU . for such a big company to take advantage of the most venerable DONT BUY ANYTHING FROM THEM
Anne Martinovic

I ordered a canopy for my scooter but it was not in the parcel delivered. I have phoned and emailed about this and have been ignored. I have a delivery statement from the deliverer showing it was not sent.
In the same order I ordered a drive mobility walker for $750. I didn't open the box till we got to the Royal Easter show but found the the walker was unable to be opened and the instructions were for another model which is the one I ordered. I phoned them up and was told to send a photo which I did to no avail. Emailed again and got a reply back saying my email had gone to a manager, who, of course never replied. My partner spent over an hour calling all their phone numbers only to be told that I was only allowed to return a thing a week after purchase which I know is wrong. I have told them I want to exchange the walker for a lighter one which costs slightly less than the one I paid for. Even locked as it still is I cannot lift it so need the carbon fibre model which has the easy closing lever which mine was also supposed to have. I am at my wits end about this as I can't walk without support and am virtually house bound because of this. This is elder abuse. And disabled abuse.

I was very disappointed after purchasing a bath lift chair for my mother from ILS in Sydney. I live in Canada so had to rely on the dimensions provided on the website in hope that the chair would fit my mother's small bath tub. Even after my sister, who lives in Sydney, measured the tub, the chair did not fit well enough to allow my mother to use it due to the length of the tub and position of a glass divider. The chair was repacked in the original box in perfect condition and returned. ILS withheld a 20% restocking fee, which I can understand to a limit. On a $700 dollar item that is $140. A absurd amount to charge for an item of this value returned in original condition. ILS has not replied to my email and clearly have no intention of reconsidering this policy. I will never be a customer of this company again and will do all I can to inform others not to.