Independent Living Specialists - Lane Cove Store

I wish we read the reviews before purchasing anything.Phone msgs left and phone calls not returned.You are required to pay upfront for products promised to be in the store ready for pick up within a week, sadly after several phone calls and chasing up the order, two weeks later part order is ready for pick up.Still waiting for a refund for a product,now 3 weeks.

It has been 2and half weeks my father was waiting for a recline chair. Last week he spent 2.5 hrs on the phone, and no-one answered till the company closed. The next day he rang back again and they told him that they will be delivering the chair today, Friday 9.06. again they have lied to him, as we have not received the chair. this is 1st time he has been going through these problems and lies. The service of this company is very bad and I have to think about not ordering from this company in the future.Thank you,John - (Son)

Literally the worst place to buy any equipmentI went to multiple stores and they didn’t have any crutches I wanted and just told me to look online. The worker was also very rude at RNSH.charged me $25 for postage and didn’t send out my crutches order for 2-3 weeks until I followed up 5 times.CHARGES me TWICE on my ndis plan for crutches and I had to ask for a refund.Most recently tried to charge me $4500 for a mobility scooter I NEVER ORDERED. filing a complaint.I BELEIEVE this behaviour is reflective of the actions they take to all their ndis participants. Would not surprise me if their business model is to take advantage of older or less tech savvy customers as they keep double charging for one item or charging for ridiculous high ticket priced items.STAY AWAY FROM THIS FRAUDULENT COMPANY

Diabolical! I was advised before driving 45 mins to the Lane Cove showroom that I could arrange next day delivery for an item needed for my husband who had just been discharged from hospital. Staff tried to assit but had poor product knowledge & zero authority & lacklustre stock on offer. I agreed to pay $300 just for next day delivery" but the staff were intimidated by their "delivery section" & the latter refused to deliver the next day & reluctantly offered to deliver it in 8 days time!!! This is despite their own "head office" having told me that next day was fine but it would "cost more"! What a circus - avoid at all costs. Found a fabulous item elsewhere who happily delivered next day at half the price. Avoid ILS - they are the pits!"

Very disappointed with this company. Purchased a number of products from them including a shower chair . In less than 1 year it’s rusting badly damaging floor tiles and putting user at risk. Called to discuss a replacement and I was told they need to see if it’s rust ! I also purchased a 4 arm walker from them . Never used but couldn’t return… some nonsense about Covid . They seem to make it too difficult so you just give up . Not the place I would recommend for people with disabilities....i since got a response below which says to contact them . I phoned them only to go to voicemail and to leave a message and then the message says the box is full and cant accept any more messages. Seriously ! it would make for a comedy if it wasn't so disappointing in an industry seeking to assist people with disabilities!!

Ordered a mobility walker for my mother, who is recovering in hospital after her 3rd broken hip.Arrived assembled in box with everything intact except for the handles. They were loose in bags in the box. Only problem is the screws to secure them to the frame are missing.Sent an email with images and requested the part be sent so it can be assembled instead of a $140 piece of rubbish that cannot be used for the purpose intended.Have not received a response at all.Pretty unhappy.

My experience with ILS over last year has been absolutely atrocious. I have hired several pieces of equipment from them, the equipment quality has been fine, but the service provided is appalling. Sending a van too small to pick up 3m ramps was only the tip of the iceberg. They debit my bank account whenever they feel like it, amounts up to nearly $1000 without any warning. No one calls back, and the incredibly irritating auto voice enter the extension number etc". Even if you know it

Absolutely pathetic service. Alternating pressure mattress ordered for my father EOL. Still not delivered more than 30 hour later. Tried calling for update and simply fobbed off to a message service who promised to 'look into it'. Zero customer service. Zero care....

Broke my ankle 4 weeks ago, needed a knee walker asap and ILS Lane Cove came to the rescue! They were so quick to act, offered delivery or I could send my own courier immediately, guaranteed sterilisation and the weekly rates were extremely fair. I held onto it for 4 weeks and returned it today. They receipted it immediately upon receiving it back, called me to discuss the final charges then sent all the paperwork. Excellent communication from Abraham and a very simply process! Thank you so much ILS - would highly recommend you to others.

Nobody answers the service phone, however sales is always answered. Having phoned 4 times, and emailed I've been waiting 3 months for a reply simply to service a flat tyre. Still nothing. (Luckily I had the sense to go elsewhere). Now the issue is more serious and the scooter's power has gone. My brand new mobility scooter came with a 24/7 roadside assist which is useless because its impossible to contact ILS service department via phone or email. Invacare, the brand of scooter I was sold, tells me to contact dealer. I have asked to speak to the Manager to voice a complaint but apparently there isn't one. No surprises there. BEWARE