Antwort von Senior Stairlifts

25. Nov. 2025

Hi John,

Thank you for taking the time to share this, and I’m genuinely sorry for the worry this mistake caused.

To clarify the situation for anyone reading: the invoice you received was generated in error due to an issue within our system. It was marked as paid and there was no outstanding balance, no request for payment, and no charge applied to you or your parents. This was confirmed immediately when you phoned our office.

I personally called you shortly afterwards to apologise directly and to reassure you that we have recently hired a dedicated software engineer to prevent this kind of technical error from happening again. We completely understand why you felt cautious, especially when enquiring on behalf of elderly family members, and we respect your decision to cancel the appointment.

For context, we complete thousands of stairlift installations across the UK and have over 500 five-star reviews from families who trust us with their most vulnerable relatives. We take that responsibility extremely seriously, and we would never intentionally send a misleading invoice or request payment without consent.

Once again, I am sorry for the inconvenience this caused, and I wish you and your parents all the very best.

Joe Stevenson
Head of operations

Antwort von Senior Stairlifts

19. Nov. 2025

Sue, I am truly sorry for the loss of your husband. We know this has been an incredibly difficult time for you and we have never taken that lightly.

I do want to give some clarity on the process, as there are several points where we are unfortunately limited by the manufacturer and by the nature of a bespoke curved stairlift.

Your stairlift was sold on 6 October. We returned the following day to carry out a full technical survey and placed the order with the manufacturer immediately, including paying for expedited drawings to speed things up for you. All lead times we give are the exact times provided by the manufacturer and are always subject to change outside of our control. Once a curved lift is in production, we receive very few updates until the unit physically ships. This is standard with all European manufacturers and means we can only give firm dates once the lift is on its way to us from the UK distribution hub.

The lift left the EU on 7 November and arrived with us shortly after. As soon as it landed, we booked the earliest available installation date for you.

We always schedule curved installations as all-day appointments, and our engineer calls when they are around an hour away. Unfortunately, it appears this was interpreted as us arriving first thing in the morning and remaining on site all day. The reason we book an all-day slot is to ensure our engineers have the time they need to fit the lift correctly, safely and to the highest standard. This was explained at the time of booking. When our engineer called to say he was en route, the appointment was cancelled on your side because the timing did not work for you.

Regarding the deposit, curved stairlifts are made completely bespoke to each individual staircase, so they cannot be returned or resold. If we could have taken it back for you, we genuinely would have. We also applied a £250 goodwill credit to try and help in what is clearly a very upsetting situation.

We fully appreciate how emotionally charged this has been, and we are sorry that the timing ended up coinciding with such a painful period in your life. At the same time, we do need to protect the business from circumstances that no-one could have predicted.

Best Wishes
Kieran

Antwort von Senior Stairlifts

29. Juli 2025

Dear Ian,

Thank you for your feedback. I’m very sorry to hear about your wife’s ill health and the need for you to move, please accept our sincere well wishes during this difficult time.

Having looked into your case, I can confirm that your stairlift was sold by Steve, who had only recently joined our team at the time. Unfortunately, he was still becoming familiar with our policies and wasn’t yet aware that we do not offer a buyback option for the Handicare 1100 model. I sincerely apologise for any confusion this may have caused.

I understand that my colleague Sue also signposted you to other companies who may be able to assist with purchasing the lift, and I hope that proves helpful.

We truly appreciate your kind comments about the service and installation, and we’re pleased that part of your experience met the high standards we strive to uphold.

Wishing you and your wife all the very best,
Kieran

Managing Director

Antwort von Senior Stairlifts

Aktualisiert am 19. Nov. 2025

Hi Roxanne,

First of all, I want to say how sorry we are to hear about your father's accident and hospital stay. We sincerely hope he’s recovering well.

You’re absolutely right that the powered swivel chair should have been delivered on the day of installation, that was our mistake caused by a warehouse dispatch error. Our engineer did his best to minimise disruption by installing the standard chair on the day, and once it became clear the powered swivel was needed, we returned to fit the correct part before your father returned home.

While we can’t be certain whether the powered swivel would have prevented the incident, we deeply regret any part we may have played and understand your frustration. We also appreciate that you took the time to acknowledge the installer’s professionalism.

We’ve tried to reach out several times by phone and email to resolve the matter and are still very much open to a direct conversation. We’d also be happy to offer a gesture of goodwill as part of that discussion.

That said, as the outstanding balance on the installation remains unpaid and we’ve not received any response, we will need to consider next steps if we don’t hear back from you soon.

We remain committed to putting things right and would genuinely appreciate the opportunity to speak with you directly.

** update to review, this is now with debt recovery **

Kind regards,
Kieran

Managing Director
Senior Stairlifts Ltd

Antwort von Senior Stairlifts

2. Juli 2025

Hello Beryl, thank you so much for your kind words. We're sorry to hear about the difficulties you faced with your previous provider, but we're truly glad that you found us and that Chris was able to assist you. We understand it's important for stairlifts to be reliable, and we're always here to help.

Antwort von Senior Stairlifts

23. Juni 2025

Hello, Thank you so much for your kind review, and we're happy to hear it was through a recommendation. It's so good to know that our team was professional and able to help your brother!

Antwort von Senior Stairlifts

23. Juni 2025

Thank you so much for your kind words and thoughtful review. We're truly grateful you took the time to share your experience. We're especially pleased to hear that Dan and Reece provided the level of care and professionalism we strive for. Supporting families during challenging times is something we take very seriously, and it's heartening to know that our service made a difference for your father. We'll be sure to pass on your kind feedback to both Dan and Reece. Thank you again for your recommendation.

Antwort von Senior Stairlifts

14. März 2025

Dear John,

Firstly, I would like to express my sincere condolences on the passing of your father. I appreciate that this is a difficult time for you, and I am sorry for any additional distress this situation may have caused.

Regarding your concern about taking the lift back, I would need to fully understand the circumstances and review our records. Unfortunately, after thorough investigation with my team, we have been unable to identify the specific file relating to your case. However, I must clarify that we do not guarantee a buy-back service. Our aim is always to install reconditioned lifts to the highest possible standard, which means we aim to buy them as new as possible.

From the cost you have quoted, I assume the stairlift in question was a curved model. The majority of the expense for curved stairlifts comes from the bespoke manufacturing of the rail, which is custom-made for each staircase and, unfortunately, cannot be reused. The only reconditioned components are the stairlift chair and power pack.

With regard to removal, we do not offer a removal service for £250. However, in some cases, we do charge for the removal of stairlifts that we would not be able to repurchase.

Your review mentions concerns about our service and support, as well as suggesting that we take advantage of vulnerable individuals. I completely understand that it may have been upsetting to find that the stairlift no longer held the value originally paid, especially during a time of grief. However, I feel it is important to clarify that the price paid covered not just the stairlift itself, but also the bespoke manufacturing of the rail, the reconditioning process, delivery, installation, and ongoing aftercare. The lift was fully provided, installed, and covered under warranty for the duration it was needed. Had any support been required during that time, our team would have been available to assist.

At no point do we take advantage of vulnerable or elderly individuals. In fact, we proudly support thousands of customers in similar circumstances every year, ensuring they receive the mobility solutions they need.

If you would like to discuss this matter further, please do not hesitate to contact our team, and they will be happy to connect you with me directly.

Best wishes,
Kieran
Managing Director

Antwort von Senior Stairlifts

18. März 2025

Hi Karen, Thank you so much for the kind words! We're glad Scott and the team made it a great experience — and that your grandson loved the surprises! Please reach out if you need anything else.

Antwort von Senior Stairlifts

18. März 2025

Hi Ros, thank you for your lovely review. We're so glad to hear that Darren gave you all the information you needed.

Antwort von Senior Stairlifts

18. März 2025

Hi Mark, thank you for your kind review. We're pleased to hear that Carl removed your stairlift and restored the stairs to their normal setting.

Antwort von Senior Stairlifts

24. Feb. 2025

Hello Paul,

Thank you for your wholly inappropriate review. Our procedure requires that we see the data sticker, which identifies the age, make and model of the stairlift. After all, one wouldn’t purchase a car without verifying its registration, would they?

Wishing you all the very best.
Kieran
Managing Director