Medequip UK Anmeldelser 

We are waiting for a delivery of a bed for my Nan who is on palliative care and cannot be discharged from hospital to be with us until the bed is delivered. This was supposed to come today and did not turn up within the delivery window. I contacted them shortly after the time window and spoke to the most abrupt and unhelpful person I have ever come across in a customer service role (Essex branch).
I was simply told they would not help as their systems were down and offered nothing else to help. Two hours later when delivery had still not taken place, I called again and unfortunately spoke to the same individual. They refused to help in any way, shape or form. I asked if they could not even contact a driver (as I’ve been given their name) and was told no they can’t help without the computer system. I asked if there was an eta for this to be fixed, and was just met with blunt answers such as “no” “I can’t help you”. To not even offer to take contact details to contact customers back when their system were back up and running is just outrageous. I fail to believe they don’t have any way of contacting their drivers without a computer system.
The lack of empathy or care from the customer service representative was appalling to say the least, especially working for a company that will clearly be dealing with families going through really upsetting times.
The fact they describe their customer service team on their website as “friendly” is wholly inaccurate.

Didn’t turn up. I had to chase, like other reviews say, no phone call forthcoming.
Informing on the supposed day of collection is a farce.
TOTALLY BLOODY INEPT & INDIFFERENT.
I shall be forced to move equipment into garden

My only dispute is 4 hour window for delivery & they text at 8.15 for a delivery between 9.15am & 13.15 & they can't phone when your their next call to alert you they're on their way so when you're looking after elderly parents in a different house & you're working yourself it's not practical to go & sit & wait for a possible 4 hours!

The actual delivery last time went smoothly & thankfully we had another member of the family that was happy to go & sit at the house & wait but not everyone is that lucky.

I telephoned Mediquip the day after my Dad passed away to enquire about the collection of a medical bed, commode and table. We were told that the items could not be collected for 11 days!
The day mediquip were due to arrive they booked a 2 hour window, but no-one turned up.
The stress this has caused my Mum is so distressing, thoughtless and unnecessary. I realise that they are busy, but to leave medical equipment in the homes of bereaved families for over 10 days is unacceptable.

An extremely and frustrating experience! Medequip completely lacks customer service skills, their rudeness and incompetence is appalling as well as lack of organisation, integrity, basic service and communication capabilities. People’s lives are made 100% worse by Medequip not having any empathy nor consideration for people who are suffering, they don’t understand that even people with disabilities do work and that they can’t just be available at extremely short notice, so many phone calls made, appointments made and still no joy, get told you can have a late appointment which was supposedly booked, to still have a driver turn up in the middle of the day and when he rings to be rude to you, and decides to state that it’s nut that difficult to get someone to be at your house assuming that I live with someone…. then when rearranged for an afternoon slot by a manager to then get cancelled again because oh well as it’s half term next week book it then assuming someone is available. Then get told well in fairness I did send you a text message…. Umm a short brief one expecting me to know who the commissioner is. However I find these different excuses odd because when occupational health calls they’re told by a manager they can deliver up until 5, so 4:30 shouldn’t be a problem then should it? Especially since I live not that far away.., also for the first part of the order I had to collect it myself and struggle to get it into my flat . I find the different excuses, patronising conversations, rudeness, unable to stick to the same facts extremely frustrating as well as I think it’s discriminating against those with needs. Totally incompetent and judging by the other comments I’m not alone.

John arrived soon after 9am and fitted the brackets required and also took away the perching stool, for which he bought a replacement, Also he took a shower chair away as its no longer required.
Could I also say how grateful we were as he helped to lift something heavy down. Well done John

Do not turn up for collection of items when no longer needed have phoned numerous times keep getting told driver delayed very frustrating

Can't thank ALL those involved enough, from talking to Stuart on the phone, he was kind polite and decent throughout arranging the equipment required,to look after our family member at home. Also the two drivers involved in delivering and setting equipment up and returning to collect it all,was done with kindness and care. It takes many people to assist a family in home care, and they acted in a compassionate way,and as a family we thank them all.

Can’t think them enough the lady I dealt with was so understanding and helpful and organised everything so quickly she was wonderful. They were prompt and on time with delivery and quick and efficient and they were very polite. My husband’s palliative care and coming to the end of his life and with myself again thank them for their excellent service.

Chis come out today to do some work at House to put up some Handrail for my wife to get a bout the House and this company people that work for u r good at job can u let chis that Pam Derek said thank you for a good job

Medequip is a company which completely lacks organisation, integrity, basic service and communication capabilities. THEY LIE TO THEIR SERVICE USERS. Disabled families' lives are made 100% worse by Medequip not delivering essential equipment when they say they will, weeks go by without any action, when we call and ask about the item they say 'there is nothing on their screen' as adequate explanation, then they say 'oh yes the manager knows about this one, it will be delivered today'. But it does not get delivered. We call back again and again and then they spin a web of lies saying the delivered it, then picked it up 5 days later and is in their office. THAT IS A LIE, OF COURSE. We have been desperately waiting for this equipment for months. We still are. How much longer? When checking existing equipment they DO NOT FIND ANY OF the equipment on their list, they ask us where a whole list of things are - we feel like they think that we have stolen some disability equipment. No. We are not thieves. Since last year we have to take a photo of whatever no longer used equipment is returned as it makes its way to their van so we can prove they took it away as they don't keep any record of it. An awful letdown to be having to deal with such a company week after week. Stressful, anxiety inducing, unfair. Simply awful that disabled families are forced to deal with such a company.

The customer support department has no regard or care ethos toward its clients.I found them very rude and uncooperative .Thier attitude was basically "this is what I can do take it or leave it "I found it very frustrating as how they have been appointed as partners to the NHS with this kind of ethics.I will be contact both NHS and their CEO to highlight their ineptness

If I could give zero stars I would
I have been waiting months for them to fit grab rails for my 91 year old mother. As soon as they get near to the date that they have arranged to fit then they cancel and give her a new date. They have done this 5 times

The service you provide is absolutely deplorable, I have been fighting for almost a week to get a sling replaced.
The engineer came and 'serviced' the sling, which he wrote in his notes he couldn't find.
Which was proven by office staff to be false.
He then didn't deliver the replacement sling for the one that is damaged because someone told him it didn't need replacing who has no jurisdiction to decide this,even though a formal request for a replacement had been put in and approved.
Replacement was rearranged for today by Lauren, who has been more than helpful regarding this, she informed me that an engineer should be there between 11:30 and 12:30, the engineer never turned up.
When I enquired I was told the engineer had arrived and put on his log at 9:07am that school was too busy and he was turned away, our office staff have denied this and we have looked on our CCTV and no engineer came between 8:30-9:10 and no Medequip van is seen on CCTV outside of school all day.
Edit 5/3/25 - Assured the sling would be delivered by 8:30 this morning by an emergency driver, no sling replacement by 12:35, after an almost 20 minute phone call, it as revealed that 'allegedly' there was no record of any correspondance at all yesterday and no proof of anything being said about a replacement, funny how ALL of their calls are recorded for monitoring and training purposes.
Was again assured a replacement would be with us by 4pm, guess what? It wasn't and the only time they can now deliver is Friday.
I will be ringing again tomorrow and I will be recording our conversations and I will be demanding answers for their incompetence and I will be looking into how I can take this higher.

Yet another example of the despicable service from this dreadful company - Birmingham branch; my manual Hoist is now 5 months overdue for a service. I have tried on numerous occasions to arrange a service. I speak to incompetent staff that give me appointments but no one turns up. I get the promise of my calls to be returned to arrange appointments but they never call; I get told it's my responsibility to make appointments in advance which is strange because I would think a company would want to keep track of their equipment and keep it in good condition??? I ask to speak to a manager but it seems management spend their working days being unavailable. If something were happen to myself or carers because the equipment malfunctioned, I hope their insurance company is more efficient than medequip themselves! Basically, this dreadful company have got their feet very comfortably under the NHS table and have become blasé , nonchalant and considerably complacent. They probably charge the NHS extortionate amounts and provide a totally inadequate service in return simply because they seem to hold the market niche.

I have used their services for around 2 years and find them excellent, completely faultless. I am based in Staffordshire and have never had any problems. They have always been professional, polite and prompt. Their response times are fantastic and the staff in the staffordshire office are extremely pleasant and helpful.
It is very reassuring to have this service.

Delivery out to dying patients is rightly prioritised but this company have little empathy for grieving families on pick ups. They let us down after waiting in all day for them to pick up a hospital bed. It is distressing to have it still on the house weeks after my Dad died. They obviously spend too much on equipment if they can do so long without it and not enough on staff to collect it.

Poor company..
Give 4 hr time slots which they didn't stick to .. and by the end of the time slots still was In other area with 2 or 3 jobs to do..!
So running ove by hour or two..!

The item we needed delivered was for my father who has dementia she we had to be there for him...
Company when called them said sorry for lateness but in reality sounded like they didn't care or see why we were annoyed..
They donr get that for some people . They have to have people to sit with them and be there for delivery...
And this is so easy for people to do fro like 6 hrs waiting for a delivery..

Looking at reviews this is a regular issue with medequip..
Appalling reviews.. but must be poor management that nothing is changing..

Beware u may well be waiting hrs after the slot they give u... :(

I along with a lot of others would like to give no star.
the office are rude and have no care about trying too help people who are disabled and need help. I also notice they dont reply to any review on here I wonder why lol. the only people i feel sorry for that i have had to deal with at medequip are the staff who try to deliver the goods. dont used this lot if you have a choice

Darren was very helpful when he put a grabrail up for us he was very kind and polite.