I would like to clarify firstly that this is in relation to the company, their policies and the managing director Spencer Coe, not the individual that helped us purchase and subsequently return our scooter. Tony from the Salford branch was incredibly helpful and kind throughout this whole process.

On 26th May I purchased a scooter for my Mum who suffered from very reduced mobility. The scooter arrived on 30th June. Mum was on disability benefits so this purchase of a £950 scooter was a huge one for us, one we'd saved for and were very excited about.
Unfortunately on 8th June, Mum passed away very suddenly without ever getting to use the scooter.

A family member of ours contacted Scootamart on 9th informing them about what had happened and asking if they could start the refund process.
We were told that as the refund policy was only valid for 7 days after delivery, we had to contact head office or arrange to sell the scooter privately at a loss of over 50%.

We subsequently got in touch with head office who told us no refund was possible despite the scooter being unused, under warantee and only two days over the return policy. After much debating, it was agreed that we would put our situation in writing so the managing director could decide what to do.

After more chasing and stressful phone calls, we were finally informed that Tony would be helping us sort out the situation and would take the scooter back for us.
So long as we provided a death certificate, solicitors letter and a copy of the will as well as our proof of purchase.

She did not have a will and a solicitors letter was going to take us 12 weeks. We needed the scooter out of the house we had to clear out and give back. Something that was incredibly hard for us on many levels.

It was finally settled that as we couldn't provide the latter, we would take £700 and call it a day. Exhausted by the situation and running out of time on the house, we agreed.

I'm honestly disgusted at the fact the company made us go through this ordeal at the most difficult time of our lives, all because we were two days out of policy.
Looking at the scooter was painful enough for us as we were so sad our Mum never got to use it, let alone having to argue back and forth and produce documents that not even her bank had asked for.

Not only that, but they wouldn't even refund the full amount. A multi million pound turnover company couldn't spare £250 to two grieving people who just had to pay for a funeral, only then to be able to go on and sell the same returned scooter at profit.

It's a disgrace that this company has no policy in place for end of life considering the amount of elderly and vulnerable customers.
I truly hope their managing director is ashamed of the stress he put us through in our time of grief and difficulty.