Back Care Online

This company just takes your money and don't care at all - they use an online model so they don't need to take any responsibility for the products they sell. Promises of being medically suitable etc, but in fact if the product you order is not fit for purpose, if it's opened or used (the only way to test it!) they refuse to provide a refund. "We know this is disappointing" they said when refusing to return a $115 pillow supposed to be good for neck support. No kidding! Other (better) companies that sell online offer money back guarantees. If they actually believed the products they sell were good quality and did what they claimed, they would too. I have deep regret because I literally could have bought it from any other online retailer and got my money back when I discovered it wasn't suitable for the issue. AVOID!!

Purchased a new Top Gun mobility scooter from these people [Backcare] in Sept. '23. Started having a problem with a ''knocking'' noise coming from the front of the scooter from virtually day one. The noise just kept getting worse so I rang both Backcare and Top Gun who were both very helpful at first and told me they could fix the problem. Someone from another dealer eventually did come out three times but they were unable to fix the problem. Every time I did get in touch with Backcare online I was told the noise did not affect the performance of the scooter, apparently a noise that could be heard on the other side of the street from a brand new scooter was negligible as it did not affect the performance of the scooter. After contacting Fair Trading and having no result, I had to resort to taking them to N-CAT the consumer tribunal. It was only after a court order from N-CAT that someone from Brisbane came out and ''fixed'' the scooter as well as fitting two new tyres which was part of the problem. This was 13 months after I bought the scooter, unfortunately three months and not too many kilometres later the front tyres started scrubbing again, so I contacted Backcare online again and they told me I would have to ''crate it up'' and send it to Brisbane, even though I live only 1Klm. from Sydney Central. I contacted Top Gun to ask for a Sydney dealer who may be able to fix the problem, but they told me that as it was under warranty I had to go trough the people I bought it from. I finished up buying another set of front tyres and paying someone to put them on, as none of the Top Gun and other dealers were interested. This is now my third set of tyres in just on 1,100 Klm's and my warranty is now shot as I did not want to ''crate up'' my scooter and go without one as I'm not far off 80 yrs. old and not able to walk too far without it.

Buying from Back Care Online Australia – I ordered two Slothie Mattress Toppers on the 18th June from Back Care Online Australia Website. Over a week later I asked why their website didn't acknowledge I had an order in place. For two weeks I was repeatedly told sorry about the delay but my order would be dispatched shortly. Then I was told they were having difficulties obtaining my order from the Melbourne Warehouse as they had a huge demand for them, this despite the fact they were still selling them online with no warning there were actually none available. I contacted them again and told them to cancel my order as it was obvious they wouldn't arrive in time for my needs and that I would have to purchase elsewhere. I was told they would cancel my order and issue a refund. Two days later and still no refund process begun.

UPDATE TO MY PREVIOUS REVIEW 8th July 2024 - 3 weeks later Today I sent another email regarding my problem with Back Care Online, namely non-receipt of my purchase, and requested refund. Back Care Online do not have a phone number listed on their website however, they also share the same address with a company called Kineticare mobility. Kineticare do have a phone number listed on their website. In addition to sending the email, I rang the number listed for Kineticare. Dustin ( I’m not sure of the spelling) answered. He was able to find my purchase details and after an explanation from me, was extremely apologetic about the delay. He politely explained again about the issues they were having with the supplier, however acknowledged the website should not have shown the item for sale, or stated they were not currently available. He then immediately refunded my money and told me should I have an further issues, to email him directly. I’m immensely grateful to have found some real understanding and help at last. Thank you Dustin. So if you’re experiencing a problem with an order from Back Care Online, try emailing their support email with the heading, Attention Dustin or Bonny. OR call Kineticare on 07 56606564.