Poor service, hidden policies, and no care for carers – extremely disappointing experienceexperience
experience
My husband has Parkinson’s disease, and we were referred to Queensland Mobility Solutions (QMS) Maroochydore by an Occupational Therapist to help us find a suitable mobility bed. The OT and QMS did assist in sourcing the correct bed for him, which was funded through his home care package. However, as his carer, my experience with QMS was appalling.
We purchased a companion bed for me, costing over $2,000 (total spend with QMS was $8,500). Before buying, I had researched other retailers and mobility suppliers, many of whom offered trial periods to ensure the bed and mattress were suitable. QMS did not. After just two nights, I was waking in severe pain – backache, headaches, and tears – from the mattress.
When I returned to the store, I was made to feel like I was an inconvenience rather than a valued customer. I was told I could “upgrade” to a King Single at extra cost, but the level of service and empathy was poor. When I asked about a refund, I was told the bed was a “custom order” and that QMS would deduct $471 in pickup and restocking fees. I was blamed for “changing my mind.”
This refund policy was never disclosed at purchase, and it is not available on the QMS website. For vulnerable families spending thousands of dollars, this is unacceptable.
Even the OT later admitted my situation made her realise that more consideration needs to be given to carers’ needs when recommending companion beds. That acknowledgement doesn’t undo the stress, cost, and disappointment.
In my opinion, QMS prioritises sales over customer care. If you are considering mobility or aged-care beds:
• Don’t assume your OT’s referral protects you.
• Shop around.
• Insist on a home trial before spending thousands.