Felgains

Felgains Reviews

Excellent rating
     
4.9 | 58 reviews
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Felgains
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4.9

| 58 total

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J Bailey
J Bailey 2025.11.29
     
The staff were so very helpful and knowledgeable meaning we were able to make an expensive purchase with total confidence, delivery was quick, within a few days which when you need a particular item for a disabled person was most important. We shall be returning for another considered purchase shortly.
Reply from Felgains 2025.12.01
Thank you so much - and we'll look forward to seeing you again :)
Karen Lyons
Karen Lyons 2025.11.25
     
Great service as always! Wheelchair service carried out efficiently and quickly
Reply from Felgains 2025.11.26
Good to hear - thank you, Karen!
Marie Diffey
Marie Diffey 2025.11.24
     
Over the years that I've known Felgains, they have always acted ethically and consistently. Good customer service which is often so lacking in today's age.
Reply from Felgains 2025.11.26
Lovely feedback - thanks Marie!
Edd P.M.
Edd P.M. 2025.10.24
     
Excellent customer service. Very helpful!
Reply from Felgains 2025.10.24
Great, thank you!
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Zoë
Zoë 2025.10.21
     
I bought a brand new Robooter E60 Pro wheelchair from Felgains in July, after speaking with them regarding the best chair for me to travel with. Before buying the chair my calls and emails were always answered promptly. The day the chair was being delivered, Barry from Felgains emailed me to say there might not be a charger in the box but they would send one asap. I did think it odd cause it's a new chair from the manufacturer but as I haven't bought an electric wheelchair before I don't have experience. The chair arrived and as soon as my partner and daughter opened the box I said"that's not new" there were stones stuck in the wheels & the wheels were dirty. Once the chair was out of the box, it was very obvious it wasn't new. There was indeed no charger, the booklet had pages turned over at the corner, it was obviously thumbed through. The polystyrene was filthy where the chair had been and the chair was marked and scratched, not what you expect for a £4,500 new wheelchair. After watching a video from the manufacturer on what's in the box, it was very obvious this was second hand even if the chair hadn't been obviously used. I contacted Felgains immediately and was told they'd get back to me, I waited hours for a reply and when it came I was told the chair was in fact second hand it had been returned by another customer!! I was absolutely furious, they MUST have known this was not a new chair, I knew as soon as the lid was removed from the box. I contacted Felgains again the morning after and explained I would like a full refund, this was at 9am and it took them until that evening to get back to me, this was after ignoring my calls and emails all day and my daughter ringing them too. When they finally got back to me, they said they would get the wheelchair collected but as it was evening by now it wouldn't be until the 10th July! It would have been collected the day after had they not ignored me all day! Once the chair was collected on 10th July, I emailed Felgains to let them know with a copy of the documentation to prove this. Yet again I was ignored and not contacted until 11th July at 5pm for my bank details, despite me sending them to Felgains repeatedly from the 7th July, they said they'd do the transaction right away and it would be in my bank immediately. After 5 minutes there was no money in my account, I rang Felgains and there was no reply, I rang numerous times but nobody answered, I emailed them too but again no reply. This was Friday so I knew my money wasn't coming any time soon! Wouldn't you think they'd have waited to see if I'd got the money? No, they just went home and completely ignored me! I contacted my bank who said I should have received the money immediately and there was nothing pending. Over the weekend I sent numerous emails to Felgains but didn't get any replies. The money finally arrived in my bank on Monday 14th July around lunchtime. Clearly something wasn't right with the refund, but if you'd sent someone a second hand wheelchair when they'd paid for a new one, you'd surely want to rectify it asap? Not Felgains!! I think, and so does everyone I've told, thinks Felgains were trying to get away with sending me a second hand chair. I got my money back eventually, but the whole experience and way Felgains handled things, is a disgrace. My advice stay away from Felgains!!
Reply from Felgains 2025.10.24
Zoe - we apologise sincerely for what happened with your order, but we must also set the record straight on the assumptions you have made.

It is categorically untrue that this was an attempt to get away with sending you a secondhand model. That would be far below the ethics we've operated on for almost 50 years. This was a very unfortunate mistake which we tried our best to rectify as quickly as possible.

We believed we had sent you a new and unused model. It had been unboxed for fitting your accessories. You are right that the charger was missed in repacking, and it then transpired we had sent you a model that had been returned by another customer and it was not in brand new condition. This should never, ever have happened. As Barry mentioned, its completeness and condition should have been picked up during the PDI and accessory fitting and it wasn't; this has been thoroughly investigated and dealt with internally so it cannot happen again. As soon as we realised, we offered you an immediate replacement. Understandably, you were very unhappy with us and asked for a full refund instead.

There was no attempt to hold on to your money. Once we process a refund, it often takes a few days for it to go through our respective bank's processes before it is credited to your bank account.

We apologise if our response times were not quick enough, although the dates & times you mention do not tie up with our records. We were certainly not ignoring you, but were organising a collection and full refund for you.

These points aside, we accept we still fell short of our usual standards with your order and we're very sorry. We hold our hands up for our mistake and have been honest about what happened.

However, we are confident that, with the overwhelmingly positive feedback we receive and our Which? Trusted Trader endorsement, we are what we say we are: an honest family firm with a solid reputation built up over decades.
l smith
l smith 2025.10.16
     
I have just bought two Rebooter 60 A pro's from felgains for my wife and I and they are great we can now get out of our drive to run around the village and the sales people were not trying the hard sell like other companies I have tried and they showed us how easy they are to work even if you are not in them you can use an app or remote to park them or put them in our mercedes van which is really fun like using a came controller and the voice which tell people that you are reversing is great so you do not run someone over I cannot praise this company enough for there help and understanding many thanks and a very happy customer
Reply from Felgains 2025.10.20
Brilliant, that's what we like to hear - thank you!
Alexis Gillespie
Alexis Gillespie 2025.10.16
     
Excellent experience ordering through Felgains. The team were very responsive to my queries during the dispatch process and got back to me right away. I would order from them again.
Reply from Felgains 2025.10.20
Great, thanks Alexis!
jules purvey
jules purvey 2025.10.15
     
Excellent service and advice. Extremely thorough product knowledge and high level of understanding and empathy made it easier to start to assess features and benefits of a wide range of mobility products and which of them might best suit my needs. I will be returning to Natalie at Felgains when I am ready to make a purchase and have no hesitation to highly recommend them both.
Reply from Felgains 2025.10.16
Fantastic feedback, Jules - thank you! And we'll look forward to seeing you again :)
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David Mitchell
David Mitchell 2025.10.03
     
My wife has developed serious spinal and hip problems and can no longer manage the stairs. Stairlifts are widely advertised but so many national companies seem reluctant to come up with a price, apparently inviting you to haggle. I checked with Which? magazine, whose findings were that smaller local companies tended to offer the best service. Felgains were mentioned as a recommended supplier. We had used Felgains for supplies when we looked after our elderly neighbour for several years so we went to them and were thrilled with the speed and standard of service. Within a couple of weeks we had had a survey, a firm quotation at a very reasonable price and the stairlift fitted. It took just a morning to fit and the fitter was meticulous. We couldn’t be happier over our choice.
Reply from Felgains 2025.10.06
Thank you, David for a great review!
Jackie peloe
Jackie peloe 2025.10.01
     
Linda was very helpful and informative. Bought a Marlin mobility scooter at a competitive price. Will certainly use again..
Reply from Felgains 2025.10.02
Great to hear, Jackie - thank you!
Denise Wood
Denise Wood 2025.09.22
     
The purchase of this Quickie Q50R Folding Wheelchair is my third wheelchair from Felgains. The service from Linda is always very professional, but with a personal touch. The after sales service is always second to none too. The chair is very responsive, great quality and looks extremely streamlined too. I would highly recommend the chair and Felgains.
Reply from Felgains 2025.09.23
Thank you so much Denise for your kind review!
Lorna Parrett
Lorna Parrett 2025.09.18
     
Top class service & products. Bed ready a month early too!
Reply from Felgains 2025.09.19
Great news, thanks Lorna!
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Maureen Flannery
Maureen Flannery 2025.09.17
     
What a relief to find a professional wheel chair service. Had been looking for some time but need some advice and to be able to try different wheelchairs. Thank you for a great patience service
Reply from Felgains 2025.09.18
Thank you so much Maureen, and you're very welcome!
Edward Mackenzie
Edward Mackenzie 2025.09.16
     
Collect ,service, renew batteries,deliver in six days.very pleased with this company.
Reply from Felgains 2025.09.16
Thanks Edward!
victor scott
victor scott 2025.09.12
     
This company was great with so much help in finding the right spare parts i needed for my wifes rollator. Now fitted & very pleased
Reply from Felgains 2025.09.15
Vg, thanks Victor!
Gary Moss
Gary Moss 2025.09.08
     
Great customer service from Barry. Given plenty of time to go through everything no pressurised sales “speak”. Very impressed and would recommend.
Reply from Felgains 2025.09.09
Thanks Gary - that's what we like to hear!
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Virpi Kelly
Virpi Kelly 2025.09.04
     
Linda, and her colleagues, at Felgain’s were wonderful when we wanted to purchase a new wheelchair for my husband. Such professionalism and knowledge, an absolute pleasure to deal with. Thank you for all your help and we know where to find you for the next time!
Reply from Felgains 2025.09.05
Thank you for a lovely review, Virpi!
Sue
Sue 2025.08.30
     
I am so pleased with my new riser recliner chair. Barry was so helpful and knowledgeable when I was first considering my purchase and the delivery went very smoothly too. Many thanks for the excellent service.
Reply from Felgains 2025.09.01
Great to hear Sue, thank you!
john s
john s 2025.08.15
     
The overall support in purchasing a powerchair was good. The team was very helpful and knowledgeable. Although not the cheapest I am pleased with my purchase.
Reply from Felgains 2025.08.15
Thanks John!
Alan White
Alan White 2025.08.08
     
Great service happy with my purchase thanks guys 👍
Reply from Felgains 2025.08.08
Thanks Alan - glad you're happy!
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