Essential Aids
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Lost delivery made 100 times worse by multiple seller failures
Ordered a mattress on 2/5/26 based on their website stating delivery by 6/5/26, but it didn't arrive. Okay so they are not responsible for Royal Mail losing it but from that point on they had plenty of opportunity to resolve this in a professional way and they failed multiple times. As soon as it was late we explained we needed it urgently, but they refused to send a replacement or refund saying we had to wait to see if it turned up, then a week later someone else agreed to cancel it and refund that afternoon - so why could that not have happened the week before? But they didn't manage to get that done (I'm sure they will blame Royal Mail again) so it turned up after we had purchased a replacement elsewhere so then we had to go through the hassle of getting it collected. It finally arrived back with them on 20/5/26 and to add insult to injury I was forced to wait another 24 hours to receive a refund because that's just how their system works - how arcaic and anti-customer focussed can you get? Throughout this awful experience we had difficulty getting through on the phone many times, slow responses to messages, a lot of "computer says no" attitude and action that could have prevented an unlucky situation descending into a catalogue of errors either not even considered or not properly completed causing further inconviences. A couple of staff sounded genuinely sorry but were unable to get done what they said which indicates a lot of management and organisation issues within this company that have a massive negative impact on customers when things go wrong.