Wuva Staff’s Compassion Enables Continued Travel Despite MND
My husband has motor neurone disease (MND). To maintain our ability to travel, we purchased a refurbished mobile hoist, which assists with getting out of bed, from the online mobility equipment company, Wuva.
The hoist arrived promptly but was damaged during transit and was non-functional. I reached out to Wuva outside of business hours via WhatsApp, and within five minutes I received a detailed apology along with information that an engineer would contact me shortly.
Shortly thereafter, one of the company’s owners called and made considerable efforts to reassure me that a functioning hoist would be delivered in time for our holiday scheduled the following week.
The next day, he drove from London to Wuva’s warehouse in Leeds to collect a brand-new hoist. Despite motorway closures causing a delay, he arrived at our home past midnight, kept me updated throughout, and personally unpacked and installed the equipment.
The hoist is remarkable, and thanks to this support, we can now plan additional trips. Living with MND presents many challenges, and Wuva’s kindness, empathy, and prompt response have been profoundly meaningful to us.
"Everything is such a struggle when living with MND, and Wuva’s kindness, empathy, and swift action means a great deal."
— SN, London
Customer Service Exemplified in Challenging Markets
Your email was a beacon of positivity amid the usual disappointments in my inbox. It reminded me of the owner of an Essex luggage shop, Bagcraft, who once made an 860-mile round trip from Leigh-on-Sea to Edinburgh to ensure a customer received a replacement suitcase before their holiday.
The mobility aids market is often criticized for poor quality products and inadequate service. Citizens Advice reports receiving a complaint every hour regarding mobility aids.
Wuva, which commenced operations last year, is known for going the extra mile—literally. Its five staff members frequently undertake emergency journeys across the country to guarantee timely delivery for customers, according to CEO James Hole.
"Mobility aids are mission-critical," he explains. "A delay could mean a customer can’t get out of bed, attend a wedding or go on holiday, so we will always do what it takes."
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