Independent Living Specialists Reviews 

I placed an order for a shower commode chair for my client on 1st January 2024 from their website, I received invoice on the day I placed an order. Next two weeks I didn’t heard from them, neither they processed my order nor gave me any update on when it will be processed or delivered. I tried to contact them through call and their online form but couldn’t get in touch with them and they didn’t replied back as well. It was so frustrating so I post an review here and went to their showroom in Auburn, NSW. Their employees were very helpful there, she checked my order and gave me update. Because of the review here I received email update from them as well as update for the order. The order is now delivered and the product quality is good.
I recommend this store to buy the product but only from their showroom, don’t buy anything from their website. If you face any problem or want to contact them regarding your order it will be very hard to reach their online team.

Ordered manual wheelchair for outings in December tried to get through to head office was on hold for ages everytime was unable to contact. Sent emails asking to be contacted replied would receive call back in two days its been five no response. Contacted Warick Farm store they sent further email. Still no response. This is the worst service ever and to the most vulnerable clients. Will try and take further to get this store investigated want a refund to order chair from reputable store but doubt that this will be easy. I guess I'll just stay home until this is sorted

Have been waiting since the 8 June 2023 for an item ordered. Have contacted store several times and have even been into the store but have had no response to when the item will be delivered. Tried ringing again today but get a message saying that the mailbox is full. Customer service is non existent.

Item received after leaving this review. Just a pity it takes a bad review for any contact by this company.

Did not respond to email request for wheelchair. Left on hold for 30 minutes then directed to leave voicemail in mailbox that was full. I can see from all the terrible reviews that this is a shonky business. This is shameful when they are in the business of supporting the sick and elderly. Shame on you. AVOID THIS BUSINESS - they will let you down like they have so many other’s SHAMEFUL
Update- just told to ad a reference number for my hire request OR THEY WILL DELETE MY UNFAVOURABLE REVIEW !!….Added the reference number - soooooo many poor reviews for this company AVOID

I recently purchased a scooter from them, and the overall experience has been nothing short of disappointing. The issues with the scooter, including a battery that falls significantly short of the advertised specifications and improper assembly, have been exacerbated by the company's abysmal customer service.
Despite numerous attempts to seek assistance, the different departments, including the retail store where I made the purchase, have failed to provide any meaningful support. Instead of resolving the issues, they engage in a frustrating game of passing responsibility from one department to another.

I would strongly caution others against considering this company for their products, given the poor quality and unhelpful customer service.

I would give a negative star if there is such an option. Tried contacting them to address a simple question that I couldnt find on the website. Called the 1300 number, managed to talk to someone and instead of transfering me to the specific deparment, I was told to hang up and dial again. Did exactly what was suggested and was left on hold which eventually led to asking to leave a voicemail. I also left my number and 2 days have passed, I still did not receive a call back. When I was put on hold, it was mentioned that I was number 1 in the queue but no one picked up my call. Tried again the next day, same experience. Absolute worst experience, 100% would not recommend. It's bussineses like these that make it hard for professionals to advocate and support their clients living with disability.

I hired a wheelchair for my husband while we waited for NDIS approval to buy one. It was $50 a fortnight, taken via direct debit from my credit card.
On November 16th I cancelled the direct debit as we got the new wheelchair. Asked them to check that it was cancelled.
On November 22nd $50 was taken from my credit card which made it overdraw.
Numerous phone calls and emails, and it is now December 4th - I am still waiting for my refund.
Had the apology and the promise that an extra $50 would be added to make up for the inconvenience.
Now I've been asked for my bank details because apparently my credit card details were removed - so does that mean they don't have the original hire document.... with all my credit card details??
And they apparently only process payments on Thursdays so MORE time to wait.
Absolutely unacceptable. I am beyond frustrated and angry - not my mistake, I did everything right.

Rate this place needs 0 Stars!

Report this business!

Absolutely terrible service my little girl is isolated at home, not even able to go out in the car due to this companies ignorance over one year!

The CCO Stewart wont help her. He ignores communication for months on end.
Over one year of delays, lies and excuses.

I am a VERY DISGUSTED DAD!!!!

My daughter is going downhill, she hasnt been able to go out now for 6mths !!! Im at boiling point. She needs a wheelchair andvthey wont provide her with one forvthe meantime. Apparently they have hire equipment, but not for my little girl.!!!!!!

Been trying to hire equipment, literally ILS just need to take my money and provide the hire service. Their entire customer service team has been unavailable for 2 days, when I call I can't even wait on hold as it directs to "this voicemail inbox is full" message and tells me to have a good day before disconnecting me. I've called multiple ILS offices for assistance and no one knows where the customer service team is or who is authorised to take my money and do the service (literally, I just want them take my money, isn't that the core function of a business?). This company shouldn't be allowed to work with disabled people who need this equipment. Someone answer your damn phone.

Contact details are useless. Impossible to contact anyone in this company. EIGHT options on the answering service not one to arrange off hire. Emails do not get a response either. My wife passed away a month ago but I have this constant reminder of her last days sitting here.
Service zero
Contractability zero
Compassion zero -

This company is absolutely a joke. They keep you waiting on the phone for more than one hour and if by chance you tried to call at 4:00pm and after an hour you still on the phone they do not even bother to say that the place is close and you could be there for another hour.
They give you quotes and if you have a questions is nearly impossible to ask any changes
and for delivery is they do not have an item they do not tell you they just dont deliver but they dont return your money just keep it
There are other companies that are much better. I believe they

a huge thanks to the team at Ballina Independent Living Specialists, during a difficult time , the help and support given to us by both Charlene and Jacqui made it so much easier to deal with.
they clearly understand when help and care is needed ,

kind regards Darryl

Ordered a sizeable order
After no delivery or email advising me of delivery I have sent email without reply

ILS Ballina NSW. The staff at ILS went above and beyond to help us make the best of a bad situation. Following an accident the day before our holiday, we needed to hire mobility equipment to be able to attend a music festival. The friendliest staff ever at Ballina made it comfortable, realistic and easy for us to get the equipment we needed, offered to come back on a public holiday if needed and generally made us feel positive about our situation. The equipment was in perfect condition and worked extremely well over our hire period. Can't thank the team enough

Shock absorbers broke on my mobility scooter. ILS wants $300 for replacement. UK list price is equal to about $100 to $125 aus. Then they tell me it is going to take 12 weeks or more to get them in. This is their exceptional after sales service they claim to have.

Worst service ever! I would never use this company. Escalated a complaint to a manager, then to COO. I received absolute disgusting service, disrespect and completely unprofesional. Sales and there staff are of importance to them, not clients needs! Called twice too, with no return call.

Take my advice everyone, do not deal with this Company. Ordered my 90 years old dad the Electric Mayfair recliner chair middle of October. Paid full amount on the spot. Operator said we would receive confirmation via email that day. Never received the email and 2 weeks went by and NO CHAIR. Rang the company and they had no record of the chair being ordered, but they took our money. After numerous phone calls and dealings with that many different people they finally found the invoice. Now the chair is "in transit". Another 2 weeks go buy and NO CHAIR! Then all of a sudden they have the chair in Hoppers Crossing Branch. The chair gets delivered. Well the chair is not what we ordered and to top it all off is dirty and has been used. Maintenance man at the Aged Care Facility was quite shocked to say the least. After numerous phone calls again and alot of stress on my mum and dad we get a full refund and the second hand, soiled chair that they thought would be acceptable to my father is returned to the shop. NEVER, NEVER, NEVER ever would I recommend this Company to anyone, they should never be allowed to operate!!!!

Bought a 2 in1 walker wheelchair from lane Cove, footrest broke after 2 days, emailed issue with pictures to showroom,
Response from showroom was sent issue to service team. Tried following up status, two separate ppl replied with same note, issue with service team.
Called service team, advised I am in queue, no clear advice on when would be resolved.
On the meantime I have an unusable wheel chair limiting access.
This is not good enough, I even suggested I pay for a replacement until issue resolved.

Avoid this company like the plague, they charge like wounded bulls but deliver only second hand parts. DODGY DODGY😏

WARNING do not shop for any equipment that needs to be repaired by this company they take your money you don’t hear from them for ages,
they forget they’re working for clients that are elderly and disabled and need the equipment that they so quickly picked up to Repair ,but then have no responsibility to get it back to you in due time, very POOR RESULTS and the manager MIA so contact no care shame ! Oh and look they will rent you equipment in mean time to they can double dip and take forever . Not professional. Receptionist is a stone barrier that you can not get past . So Sad so frustrating and disappointing shame shame shame