Fittleworth Medical Ltd
2 Henry Lock Way, Littlehampton, West Sussex, BN17 7FBPatient ratings and reviews
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Reviews
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Review titled Difficult and stressful to deal with
Rated 1 star out of 5
by Sarah Mckenzie - Posted on 18 April 2025
This is the fourth negative review I have made in the last 17 months. My latest experience is as follows. I placed an order for my urostomy and colostomy supplies on 9th of April, Fittleworths replied on 9th of April and gave a delivery date of 23rd of April depending on acceptance of prescription. My NHS App shows that that my doctor approved all the prescription on 9th of April. This great and how it should be, good communication and quick processing. However, I then receive an email from Fittleworths on 17th of April at 16.57, presumably just before finishing for the Easter weekend, telling me they have not received the prescription so I will have to reorder and it will then take ten working days from receiving the next prescription. This is very stressful, I cannot function with these supplies and will have to look for a company that is more reliable.
Visited April 2025
Review titled Fittleworth Medical Ltd
Replied on 22 April 2025
Hi Sarah, Thank you for your review - I really am sorry for the problems above. As we've discussed, I believe there wasn't enough context on the email received and I am pleased to say your main order has been dispensed. I look forward to hearing from you to make sure you have what you need. Thank you, Laura - Customer Experience Improvement Team Leader
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Review titled incompetent
Rated 1 star out of 5
by FRANCIS SALISBURY - Posted on 26 April 2025
Today I tried to logon to my account for my regular monthly order of catheters. Couldn’t logon. Tried all sorts – changing password; changing email; entering pass codes. Eventually bit the bullet against my better judgement and joined a telephone queue. Turns out they have updated their web ordering portal. Instead of leaving things alone that are working, they invented a way of confusing their long suffering customers with a vastly complicated process of ignoring all existing login information and requiring us to re-register with a new portal. They also decided not to inform anyone that the existing system would not work anymore for repeat orders. Clearly it would have been ridiculous to email all customers to say that the existing system had been replaced – it would have consumed at least 3 seconds of effort. Eventually, after a lengthy phone call I was able to establish how to create a new account, given that the system told me repeatedly that I didn’t have an account. Problem solved? No. When I tried to order the same product and units I have been ordering for the last 12 months – the system only allowed me to order 5 not 6 – which I need. The added problem then would be that the surgery repeat prescription system would not match the Fittleworth restricted order system. This would then involve me in a protracted negotiation with the surgery to increase the frequency of orders to one every 3 weeks instead of 4 – which in itself would require untold numerous conversations of why. Yet another phone call - yet another call queue. A very nice person eventually answered, during which time yet another 2 catheters were used. I began to explain the problems I was having and the agent said – ‘and it wouldn’t let you order six’. Bingo – he’d has lots of calls regarding the same problem! He explained that the only way to resolve this was by ordering by phone. However the newly created web portal had no record of the collection point optional delivery that had taken me forever to organise so that dpd didn’t just drop the parcel at my front door when I wasn’t in. Perhaps Fittleworth needs to replace the people in the technology support department with teenagers who at least know what they are doing? How this company manages to receive funding from the tax payers of this country – and I have been paying tax for over sixty years now, escapes me. And will it ever get any better? I doubt it. Proviso - Everyone I have spoken to on the telephone has been extremely courteous and helpful and very very patient with a 76 year old non-techy and I can’t praise them enough. As for those in charge and responsible for a lack of planning/ testing/ and understanding – incompetent.
Visited April 2025
Fittleworth Medical Ltd has not yet replied.
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Review titled No response
Rated 2 stars out of 5
by Sarah Mckenzie - Posted on 20 February 2025
This is third time in the last 15 months I have had to leave a negative review. After leaving my two previous reviews the issues were quickly addressed. Fittleworths supply me with both urostomy and colostomy products and both are vital to my everyday living, running out of either would cause me serious problems. I placed an order for both on 13th February and to date have had no response in spite of a follow up email. This is very stressful and leaves me unsure of if the products will be delivered in a timely manner or if I should try to order from somewhere else. If I don't receive a response quickly I will have no option but to place my order elsewhere.
Visited February 2025
Review titled Fittleworth Medical Ltd
Replied on 20 February 2025
Hi Sarah, I am really sorry to see this for you again! I hope to be able to help you and will be in touch shortly to give you an update on your order. Thank you so much. Kind regards, Laura - Customer Experience Improvement Team Lead
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Review titled Poor communication
Rated 2 stars out of 5
by Anonymous - Posted on 24 February 2025
Telephone queue time after time 3 days in a row. No response to email enquiries. Very very frustrating!
Visited February 2025
Review titled Fittleworth Medical Ltd
Replied on 24 February 2025
Dear patient, I do apologise that you are having trouble getting through to us! This is not the service we want to provide and we thank you for the feedback so that we can improve. Please send me your full name and DOB to DRMqueries@fittleworth.com and we can give you a call! Thank you, Laura - Customer Experience Improvement Team Lead
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Review titled Serious Quality Issues - shipped expired stock twice
Rated 2 stars out of 5
by Richard - Posted on 06 December 2024
Having had my first catheter order placed with Fittleworth by my Urology nurse, I received the correct order but then things went very badly wrong. Delivery of 2 boxes of catheters early December had labels indicating they had expired - use by date 18th October 2024. Eventually managed to speak to CS and explained issue but was told to "dispose of them myself" and new delivery would be arranged. I expressed my concerns that Fittleworth had expired stock in their warehouse and someone needed to do a full quality audit on this item. (My working life was spent dealing with chemicals and associated products so I'm well aware of both shelf life control and processes that should be in place, particularly in a medical environment). Lo and behold a replacement delivery arrives only to contain the same batch number and expiry date!! Speaking to CS, they confirmed notes on my account about the batch number not being shipped again but obviously no one bothers to read notes on orders at Fittleworth. My major concern now is just how bothered are they about patient safety - how many other patients have been supplied with expired stock but aren't aware of it?. These are sterile items and have a shelf life for a reason!!! Maybe offer my services to them to do a full stock audit and advise them on various Quality issues they appear to be unaware of.
Visited December 2024
Review titled Fittleworth Medical Ltd
Replied on 09 December 2024
Good morning Richard, I am so sorry to see this. This is not what should be happening and I'd like to urgently find out how this happened. Please may you send me your full name, DOB and the orders this relates to, to DRMqueries@fittleworth.com I look forward to hearing from you and once again, I am so sorry that this has happened. Thank you, Laura - Customer Experience Improvement Team Leader
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Review titled Best customer service i have received
Rated 5 stars out of 5
by Luke - Posted on 28 November 2024
Best out and out customer service i have received especially from the last few dealings. Absolutely outstanding communication,understanding and personality easy to speak to order and deal with any problems. Stomas are usually ordered without any hassle and when I have any problems they solved them for me. 10/10 for customer satisfaction and trust. I'd recommend in a heartbeat based off my experiences. Please pass on the review as I felt like I was talking to a friend helping me out which was amazing down to earth productive professional and very positive the energy and conversation. If I had a business whatever model they use is certainly one to take note of. Fantastic Thank-you for help and amazing people I've spoken to especially the last two customer service advisors they know Who they are. Made me smile. Keep up the fantastic work.
Visited November 2024
Fittleworth Medical Ltd has not yet replied.
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 04 October 2024
I am currently waiting for a delivery that my stoma nurse put in over the phone while I was with the nurse. The order was placed on Sept 23 and was supposed to be delivered yesterday on Oct 03. The order hasn’t arrived, there’s no evidence of it in my dpd app so clearly it hasn’t been dispatched. I’ve not even received any confirmation by email or text of this order from Fittleworth. The only evidence of the order is in my nhs app. The online ordering system is appalling and doesn’t tally with phone orders at all. There are long waits to get through to them on the phone and the holding message gives out the wrong web address!
Visited October 2024
Review titled Fittleworth Medical Ltd
Replied on 07 October 2024
Good morning, I am sorry to see that the order has been delayed for you. Please can you send me your full name and DOB to DRMqueries@fittleworth.com so that I can check what has happened for you? Kind regards, Laura - Customer Experience Improvement Team Leader
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Review titled Very disappointed
Rated 3 stars out of 5
by Anonymous - Posted on 17 October 2024
My wife delivery should have been sent out on Wed of this month unfortunately no delivery came and today is Thursday we are hoping to get it by Fri your company has let my wife down this is the second time I have had to complain as a few months ago it was left at another house shocking I hope you look at this and try and get to the matter sorted
Visited October 2024
Review titled Fittleworth Medical Ltd
Replied on 17 October 2024
Hello, I am so sorry to see that your wife has not received her supplies as agreed. Please can you urgently send me her full name and DOB to DRMqueries@fittleworth.com so I can see what has gone on? Thank you so much. Laura - Customer Experience Improvement Team Leader
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Review titled Too difficult to order by phone
Rated 1 star out of 5
by Lawrence Meehan - Posted on 10 October 2024
Tried to order by phone but left waiting for ages and then I was in a queue . The system used to be much easier but almost impossible now .
Visited October 2024
Review titled Fittleworth Medical Ltd
Replied on 11 October 2024
Good morning Mr Meehan, Thank you for your time to leave a review. I am really sorry to see you haven't been able to get through to us. I will get a call to you today to place an order and see how we can help for next time. Take care and speak soon. Kind regards, Laura - Customer Experience Improvement Team Leader
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Review titled Bad staff
Rated 3 stars out of 5
by David couper - Posted on 11 October 2024
I place a order with Fittleworths in September 2024 Having received a text message in October saying that could not get in touch with my doctors I contacted my doctors they said there has no contact for Fittleworth only in June 2024 To a insult to injury they try to tell me my doctors of over a thousand patients had changed email address This firm is discusseding
Visited October 2024
Review titled Fittleworth Medical Ltd
Replied on 14 October 2024
Good morning Mr Couper, I am really sorry to see this, it is not acceptable to wait for your supplies for this long. Please can you send me your postcode and DOB to DRMqueries@fittleworth.com so I can ensure I have the right account for you? I can then check to see what has happened and give you an update on your order. Kindest regards, Laura - Customer Experience Improvement Team Leader