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Five-star service from mobility equipment firm saved our holiday

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June 16, 2026 · 1:32 PM
Five-star service from mobility equipment firm saved our holiday

Five-star service from mobility equipment firm saved our holiday | Money | The Guardian

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A customer praised staff at Wuva for their kindness, empathy and swift action to deliver a mobile hoist in time for one customer’s holiday. Photograph: artisteer/Getty Images/iStockphoto

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A customer praised staff at Wuva for their kindness, empathy and swift action to deliver a mobile hoist in time for one customer’s holiday. Photograph: artisteer/Getty Images/iStockphoto

Consumer championsMoney

Five-star service from mobility equipment firm saved our holiday

Wuva staff’s kindness and empathy means we are able to plan more trips away

Anna Tims

Tue 16 Jun 2026 02.00 EDT Last modified on Tue 16 Jun 2026 07.35 EDT

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My husband has motor neurone disease (MND). For us to continue going away, we decided to buy a refurbished mobile hoist, which helps to get out of a bed, from the online mobility equipment company, Wuva.

It arrived quickly, but had been damaged in transit and didn’t work. I contacted Wuva out of hours via WhatsApp, and within five minutes I received an extensive apology and advised an engineer would call me shortly.

One of the owners then rang almost immediately, and went to great lengths to reassure me that we would have a working hoist in time for the holiday booked for the following week.

The next day, he drove from London to the Wuva warehouse in Leeds to pick up a brand-new hoist. He arrived at our home past midnight, as the motorway was closed, having kept me informed, and unpacked and set it up for us.

**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.

SN,**London

Refusing me a mobility grant has lost me my independence Read more

Your email was a shining light amid the gloom of my inbox. It reminds me of the owner of an Essex luggage shop, Bagcraft, who made an 860-mile round trip from Leigh-on-Sea to Edinburgh to ensure a customer got a replacement suitcase in time for his holiday.

The mobility aids market is “plagued by faulty goods and poor service”, according to Citizens Advice, which says it receives a complaint every hour.

Wuva, which began trading last year, will go the last mile – quite literally, it seems. If there’s a problem, its five staff are accustomed to making emergency dashes across the country to ensure customers get it on time, according to CEO James Hole. “Mobility aids are mission-critical,” he says. “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.”

We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions.

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Comments (34)

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Comments (34)

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Guardian Pick

What a joy! It's tragic that exceptional customer service is so rare, but in these dark times where most businesses seem to be trying to rip you off, get paid for a service they don't provide, be impossible to speak to, dismiss your concerns unless a national publication gets involved, how wonderful it is that these few beacons care and act without expectation. A gold star of wondrousness to Wuva.

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LorLala6 hours ago

33

Guardian Pick

I know the team who run Bagcraft in Leigh-on-Sea, it is a small independent shop on The Broadway. It has a terrific service ethic, and will always go above and beyond, so lovely to see that recognised in print! One of the really nice things about the staff is that they take time with you and listen to why you need the bag, purse or case and will scramble, like mountain goats on the shelves to find just the right item.

Jump to comment

Roslet6 hours ago

29

Guardian Pick

What a joy! It's tragic that exceptional customer service is so rare, but in these dark times where most businesses seem to be trying to rip you off, get paid for a service they don't provide, be impossible to speak to, dismiss your concerns unless a national publication gets involved, how wonderful it is that these few beacons care and act without expectation. A gold star of wondrousness to Wuva.

Jump to comment

LorLala6 hours ago

33

Guardian Pick

I know the team who run Bagcraft in Leigh-on-Sea, it is a small independent shop on The Broadway. It has a terrific service ethic, and will always go above and beyond, so lovely to see that recognised in print! One of the really nice things about the staff is that they take time with you and listen to why you need the bag, purse or case and will scramble, like mountain goats on the shelves to find just the right item.

Jump to comment

Roslet6 hours ago

29

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