A concerning 40% of customers have reported experiencing pressure during their stairlift purchase. To help you recognize and avoid questionable sales tactics, here are some tips

Pressure selling reported widely by stairlift owners

The pressure experienced during the stairlift purchase process varied among different companies. A large majority of Age UK customers, 74%, reported feeling some pressure, with 16% claiming to have felt “a lot of pressure.” This is a higher percentage compared to other retailers. The top three forms of pressure reported by Age UK customers were:

• 31% were asked to pay an immediate deposit
• 30% were encouraged to take out an extended warranty
• 27% were encouraged to buy from Age UK and not another company

Other retailers such as Companion, Acorn and Dolphin Lifts also reported a high percentage of customers feeling pressure, with 55%, 54% and 50% respectively.

It is worth noting that both Age UK and Companion sell the Handicare brand of stairlift, and the sales process for each is carried out by parts of the company Handicare. However, a significantly lower percentage of 15% of customers who bought from an independent or authorized dealer reported feeling pressure during the purchase process.

Overall ratings for stairlift sales practice

Despite some customers reporting feeling pressure during the sales process, Age UK, Companion, Dolphin Lifts, and Stannah were all rated positively, receiving four stars out of five, for sales practice by customers. Acorn, on the other hand, received three stars for sales practice by its stairlift owners. Despite this, a significant majority of Age UK’s customers, 70%, still believed they received a good deal, despite the high numbers reporting feeling at least some pressure.

The reason for this discrepancy between reported pressure and positive ratings for sales practice may be due to a variety of factors. Customers may be taking into account other aspects of the sales process, such as how the sales staff dealt with them on the phone or if there were problems with their stairlift. Additionally, customers may expect some level of pressure during the sales process and therefore find it acceptable. They may also be balancing pressure in one area, such as being sold an extended warranty, against a relatively pressure-free experience in another, such as feeling pressured to buy immediately.

What is clear is that pressure should not be considered a given during the sales process. The comparatively low percentage of customers feeling pressure from independent dealers suggests that it is possible for all companies to reduce pressure during the sales process.

What sort of pressure did customers feel?

To understand why customers felt pressure, we surveyed individuals about various aspects of the sales process. The sample size of respondents who reported experiencing pressure is small, so these findings should be considered as indicative rather than conclusive.

Of the named companies, Acorn had the highest percentage of customers feeling pressured to take out a maintenance contract (47%) or an extended warranty (36%). Additionally, 30% of Acorn customers felt pressured to make a quick decision.

On the other hand, Dolphin Lifts customers were more likely to feel pressured to make a purchase from that company specifically (44%). Among those who felt pressure, 28% reported feeling pressured to make a quick decision.

Past mystery shopping revealed dodgy selling

It’s noteworthy that all companies, except for Acorn, were rated positively for sales practice, receiving four stars out of five, despite the high reports of pressure selling. It’s worth mentioning that Acorn’s score of three stars for sales practice is an improvement from its poor rating of two stars in 2018.

Check your stairlift company

The major stairlift companies such as Acorn, Age UK, and Stannah are all members of the British Healthcare Trades Association (BHTA). The BHTA provides examples of what it deems as “inappropriate selling tactics” in its code of practice. These tactics include:

Unreasonably long stays for sales representatives in the home

High initial prices followed by the offer of a discount, often with a subsequent phone call from a “manager”

Discounts offered on the condition that the consumer agrees to the sale on the same day

Inducements to force a quick decision

Withholding price information until the end of the sales discussion or visit

Alleging limited availability of a product

Misrepresentation of the product, price, or contract.

To protect yourself from these types of tactics, it is important to research and prepare for a home visit. This way, you’ll be able to ask the right questions and easily spot any questionable sales practices.

Clarify your needs in advance

Before purchasing a stairlift, it is important to research which type of stairlift is best suited for your needs and also to determine if a stairlift is the right solution for you at all. Keep in mind that good hand movement is typically required to operate the controls and footrest, however, there are alternatives available.

To get expert advice, consider consulting with an occupational therapist (OT). You can do this through your local council’s social service department or by contacting the Royal College of Occupational Therapists.

If possible, try the stairlift before making the purchase. This can be done by visiting a friend who has one or by visiting a local disabled living center where you can test out different models.

Find a stairlift company

Our guide on buying and installing a stairlift can provide you with an estimate of the cost. The price will vary depending on factors such as the shape of your staircase, whether it’s straight, curved, or has turns or landings. The more complex the staircase, the higher the cost will be.

Since a stairlift is a major purchase, it’s recommended to get quotes from multiple companies. Be sure to also consider the costs of aftercare services such as maintenance, servicing, and emergency call-outs. Additionally, ask about what’s included in the warranty.

The assessment visit

During your visit, it can be beneficial to have a family member or friend accompany you. If you have more complex needs, it may also be helpful to have your occupational therapist present.

While most visits are uneventful, if you feel uncomfortable with any sales practices or feel pressured, it’s important to not make any commitments on the spot. It’s acceptable to ask the salesperson to leave if you are not satisfied.

The salesperson will provide you with a written quotation that includes the cost of installation. Be sure to review the quotation carefully, and ensure that it also includes details of aftercare costs.

Complaints about dodgy stairlift selling

If you are not satisfied with the way the stairlift salesperson has handled your case, it is best to first file a complaint to the company through their formal complaints procedure. If you’re not sure how to do this, you can ask the company for more information.

If your complaint is not resolved to your satisfaction and the company is a member of the British Healthcare Trades Association (BHTA), you can make a written complaint to the BHTA by emailing complaints@bhta.com or by sending a letter to: BHTA, Suite 4.6, The Loom, 14 Gowers Walk, London, E1 8PY.

If the company is not a member of the BHTA, you can seek help from Citizens Advice by calling 0345 040506.

You can purchase the main stairlift brands directly from the companies themselves, or through independent retailers or authorized dealers. If you’re uncertain which brand is the best fit for you, and want to limit the number of sales visits you receive, you can check out our guide to the top stairlift brands.