SmartCRUTCH Reviews 13

Reply from SmartCRUTCH

Jan 22, 2026

Thank you for your recent review and feedback.

I am sorry that your experiece was not what you were expecting and I can assure you we work hard to assist all our users in a professional and helpful manner.

We work in accordance to the Long Distance Selling Regulations and our timescales are in line with this with regard to Returns Notification, Physical Return and Refund.
These Regulations do not impact your Consumer Rights in any way and are there to protect both you as the Consumer and oursleves as the Seller.

It is unfortunate that your order and returns request was over the Christmas period when our offices were closed to allow our teams time with their families.
I have reviewed all correspondence and I can see that your returns period was extended to accommodate our office closure and that our customer service team has been very helpful during this period.

A further grace period was allowed for by our team to accommodate any delays in transport, however items were still not received and our team had to then continue with our procedures.

We appreciate your feedback and will work with our team to look at ways of making our Returns Procedure more visible to our users going forward.

Reply from SmartCRUTCH

Jul 7, 2023

Thank you for providing the additional detail as we were not able to locate any order from the name you left the review under.

We have now located the order you are referring to.


Over the years we have worked with our long term users and have moved to offering a door to door courier service as standard for our large items as this allows our users to be able to track their orders and know when to expect delivery.

The added functionality of users having the option to delay delivery or give instructions to leave items in an allocated safe place or with a neighbour gives our users flexibility to self manage their delivery in accordance to their needs and availability.


This door to door courier delivery is included free of charge for all UK mainland large orders and in order to keep costs down we do work with a courier delivery network to deliver our large order items.

This service is automatically built into our website for all UK mainland orders.

The service you were requesting was not one of our delivery options available on our website as majority of our users benefit from the door to door delivery we offer.

However we did offer to look into other delivery channels for you and come back to you with options - as explained we could then raise a separate electronic invoice for your order including a suitable delivery option if chosen.

This would mean you didn’t have to place your other through the website which is restricted to the delivery option of courier door to door service.

We apologise if our team were not able to give you a definite solution whilst you were on the phone and you did not seem keen to have an electronic invoice emailed to you as you wanted to order online.

Following the phone call you proceeded to place your order online and then cancelled as the delivery options you had just enquired about were not available on your online order.

Our order team immediately cancelled your order as requested and our accounts team processed your refund well within our allocated timescales and this included the charge placed on us to process both your payment and refund.


We are a small business who actively work with our users to ensure an efficient and cost effective mobility device which allows our users the freedom to move.

Thank you for your feedback - we appreciate all comments both positive and negative.

Reply from SmartCRUTCH

Jul 7, 2023

Thank you for your feedback - We work closely with all our users to provide a mobility device that helps make a difference and helps keep you moving.

Reply from SmartCRUTCH

Jun 2, 2021

Dear Lyzzy,

Thank you for the review on Trust Pilot and appreciate the time taken to voice your opinion. We have looked on our system and do not believe that you have purchase the Smartcrutch direct from our website and so you will need to discuss the matter of returns with the retailer from where you purchased the Smartcrutch. Certainly if it was purchased from us directly and you were within the time frame of the UK regulations for long distant selling policy laid out by law you would be entitled to return to us for a refund.

Regarding the marking on your clothing from the back pad, we have not experienced this with any other customer and do not think this is an issue which will persist if the pads are replaced. As we do not have any of your details please email us on cs@smartcrutch.uk and we will arrange to send you replacement back pads free of charge.

It is unfortunate that you find the Smartcrutch heavy, normally if set up correctly they will give the perception of not being heavy as majority of the weight is around the forearm. As some advice, you should ensure that the aperture of the cuff is a snug fit. This can be achieved by purchasing the Wing Cuff Pads and / or the Velcro Straps. These will close down the size around your forearm and then change the angle of the cuff into a more 90' angle and use your forearm to pick up the Smartcrutch instead of picking up via the grip/handle. This will certainly help with your weak muscles and as you know the more you use something the easier to get over time. This we hope will be the case for you as the Smartcrutch helps thousands of customer each year to maintain their mobility and independence.

We look forward to your email so we can resolve your back pad issue and hope that the above was of help to you.

Kind Regards

Smartcrutch Customer Service

Reply from SmartCRUTCH

Jun 11, 2020

Thank you Levente for the review. We rely on reviews to promote the Smartcrutch and so really appreciate it. You will also notice that your posture will improve by using the Smartcrutch in comparison to conventional crutches.