Gilani Engineering

We purchased an electric wheelchair for my elderly, immobile parents. What followed was one of the most stressful and disappointing customer experiences I’ve seen. Delivery was repeatedly promised for late March but didn’t arrive until 13 April. During the delay, my parents received multiple calls from FedEx demanding payment of import duties and… Read more

insisting the chair be collected from Auckland, three hours away. They were told by Gilani staff to “ignore the calls”, which is completely inappropriate advice for elderly customers. The issue ultimately arose because the wrong contact details were provided to FedEx, yet no meaningful apology was offered. When the wheelchair finally arrived, it was not as advertised. The online listing showed a silver model, but a black unit arrived instead. The chair itself was flimsy, the footrest flexed under normal weight, and the remote control lag made it unsafe for elderly use. Basic instructions for the carer controls were also missing.

Despite all this, Gilani refused to process a refund unless my parents could reassemble the wheelchair, take photos and videos, or join a video call — an impossible request given they are non‑ambulatory and not tech‑savvy. Even after acknowledging faults in the sale and delivery process, the company showed zero flexibility and hid behind internal refund policies.

This business markets to an elderly and vulnerable customer base, yet shows no empathy or practical understanding of what those customers can reasonably do. If you value honest delivery timeframes, accurate product descriptions, and humane customer service, I strongly suggest looking elsewhere.

Finally, as a last‑ditch attempt to resolve this matter, I requested a phone call with the “CEO”, [Name Removed]. During that call, she became openly aggressive when I advised that, failing resolution, I would be reporting the matter to the ACCC — which she described as “bribery”.

When I explained that I was struggling to understand her because she was yelling and repeatedly talking over me, I was then accused of being racist.

This was said in the context of a son advocating for his elderly, immobile parents who have been disadvantaged by a corporate supplier unwilling to exercise even basic fairness or empathy. The behaviour was unprofessional, inappropriate, and deeply disappointing.

Yesterday I was checking I could remove the batteries from my Gilani Air Hawke prior to flying out today. I panicked when I couldn’t get them out and rang Gilani. The person who answered the phone calmed me down and assured me I’d get a call back asap. 15 minutes later Faddi rang me and calmly walked me through the process. Terrific service and wonderful products. Thanks Gilani Show reply

First of all, I want to thanks Gilani Engineering for there great products and customer service and after sale service. I have been the customer for Gilani Engineering for years and I have nothing to say but thank you Gilani for your contribution to our community. The products are high quality and the prices are reasonable. Good product, good service and good people, what do we ask more? Keep us with the good job Gilani. Show reply

We went in yesterday, to buy a patient transfer chair but it wasn’t the right size, so we had to return it after not even having it for half an hour. The manager was incredibly rude and so unhelpful. Absolutely disgusting customer service. Their Refund policy is atrocious. The chair was very flimsy and absolutely terrible craftsmanship. We got… Read more

ripped off when trying to return the chair, and [Content Removed] $150, and then when we said “oh but that’s a lot of money when we haven’t even used it for 20 minutes.” the manager responded with “alright, charge her the $99 cleaning fee.” a total of $266 out of spite. NEVER EVER buy from this company. Not worth the stress and the nastiness of this horrible horrible manager.