Kardinal Independent Living

We had a scooter delivered on the 5th of June it's not the one we ordered on the 7th of may but it is a much nicer one that kardinal have upgraded us to as an apology which was very nice of them and I am greatful for that. Unfortunately even that cannot make up for the month of stress that we have been put through unnecessarily, they really need to work on their communication with the customer and follow up on promises made to contact not just ignore them. We expected a normal easy transaction especially with the amount of money which for us was alot and previous experience dealing with other disability supply companies, However this was not the case and has resulted in flares in severity of conditions. Something that should have been positive and easy didn't turn out that way, my partner is happy with the mobility scooter supplied to her and it is very nice but we both would have been equally as happy with the one she chose at the beginning of may without the rest of the hassle. The scooter is fantastic but my score reflects the customer service.

I placed an order with Kardinal over the phone on Friday 27th March for a Galaxy 2 mobility scooter. I dealt directly with the managing director and made it very clear that the scooter needed to be stored indoors in my hallway. I had spent weeks researching to ensure the model I chose would be suitable. After 10 days with no update, I contacted them and was given a delivery date of Wednesday 15th April. The scooter did not arrive. My calls went unanswered. I eventually spoke to the managing director on 16th April and was told there was an issue and I would receive an update that afternoon. I did not. I was then told delivery would be 17th April. Again, nothing arrived. I later spoke to a sales manager, who offered an “upgrade” as a goodwill gesture due to the delays and confirmed delivery for 18th April. Once again, no delivery and no communication. I was repeatedly assured that the replacement scooter had the exact same specifications. This was extremely important due to my access requirements. A Roadmaster Plus was finally delivered on 20th April. It was immediately clear it was significantly larger. After measuring, it was approximately 3 inches wider and longer than the Galaxy 2. It was impossible to get into my home. I am a full-time wheelchair user, and the scooter had to be left outside, blocking access to my home and garden. The driver left without resolving the issue. I reported this straight away and was told I would receive a callback. The managing director contacted me on 21st April and agreed to send the correct Galaxy 2. Collection of the incorrect scooter was promised for 22nd April, but this did not happen. A further collection attempt on 27th April failed due to incorrect details being provided. The scooter was eventually collected on 28th April — over a week after delivery, during which time it blocked access to my property. I was then told new Galaxy 2 stock had arrived and was promised further updates, but once again, no callbacks were made. Despite repeatedly requesting a refund, I continued to be ignored. I was also promised proof of refund processing on multiple occasions, including invoices and transaction confirmation, none of which were ever provided. I was repeatedly told the refund had either been processed or was being prioritised, however no refund was received and communication once again stopped entirely. It has now been over 8 weeks since I originally placed and paid for this order on 27th March, and as of 25th May I still remain without either the scooter originally ordered or my money returned. The company are now attempting to blame delays on the fact I raised a dispute with my bank, despite the managing director personally assuring me that they would resolve the matter directly via bank transfer and would also include compensation for the experience caused. Once again, this did not happen. The complaint remains with trading standards and my bank. I have a full paper trail including emails, call logs, screenshots and recordings to support every part of this review. This entire experience has been extremely stressful, exhausting and completely unacceptable. I am absolutely disgusted by the way this company have treated a disabled and vulnerable customer throughout this process. I would strongly advise others to avoid this company. You only have to look through the other 1-star reviews to see that this appears to be an ongoing pattern of behaviour of their repeated lies on both Google and Trustpilot. I would also like to make clear that every statement within this review is factual and supported by evidence in my possession.

I would give 0 stars if I could. I purchased a specific mobility scooter on 16 March 2026 and had to chase repeatedly just to get a delivery date. When delivery finally took place on 7 April, the wrong scooter was delivered. I was told it was an “updated version” of the same model, however it was a lower specification and not what I had paid for, so I refused delivery. Following this, I made multiple attempts to resolve the issue by phone and email throughout April. On each occasion I was told I would receive a callback, which did not happen. I was then informed the original scooter I had ordered was no longer available. However, when a third party contacted the company to enquire about the same model, they were advised it was available to purchase. When I raised this, I was told it had “sold that afternoon,” which raises concerns about how my order was handled. This was escalated to a director within the company, who contacted me to arrange a call to resolve the issue. I made myself available, however this call did not take place and no meaningful follow-up was provided. The order remained unresolved as of 30 April, at which point I had no option but to escalate the matter to my credit card provider. This was not a one-off issue — it involved multiple contact attempts over several weeks with no resolution. Very disappointing experience and not what I would expect when making a purchase like this.

Whilst initially sharing some of the recent stories about lengthy delays, Conner (and the team) did come through with the goods, with a great product. Customer service is key and asked for call backs should not be left unchecked. However, my personal experience has been fine.

mobip;ity scooter not suitable for me , trying now for 4 + weeks to speak to Connor to get it changed, but he has not contacted me. tel ladies say they will contact Connor and get him to call me - no responce from Connor very disopointed as he was very good at start of my dealings with,