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 Terrible company
Rated 1 star out of 5
by Paul - Posted on 09 October 2024
Probably the worse company I've ever had the misfortune to deal with. Takes an age to answer the telephone and simply ignore emails. I've been waiting 5 weeks for supplies and they don't give a toss. Absolute waste of time trying to contact them as they just tell lies.
Visited October 2024
Review titled Fittleworth Medical Ltd
Replied on 09 October 2024
Hi Paul, I am so sorry that you have not had the service we expect to offer recently. We have had high wait times which we are actively working to reduce. Please can you send me your full name and DOB to DRMqueries@fittleworth.com and we will investigate. Kind regards, Laura - Customer Experience Improvement Team Leader
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Review titled What has happened to your service?
Rated 2 stars out of 5
by Brenda - Posted on 08 October 2024
I am utterly bewildered as to what is going on at Fittleworth ! I am a long standing urostomy client and have used Fittleworth for over a decade for my monthly orders. Until this summer the service has generally been prompt and any issues dealt with in a timely fashion…..this is no longer my experience. I have had nothing but stress trying to chase my recent orders as I am repeatedly told they are out of stock ……how can this be when I have personally contacted the manufacturer namely Hollister who have stated they have no issues with their stock or supplies ? I have made so many calls which cause me enormous stress as the calls are no longer answered promptly- the average wait is 20 plus minutes and then nothing seems to get resolved. I have sent emails again with no response and am now at an utter loss as what I can do - I am at the mercy of Fittleworth supplying my products and am now at the point of panicking that I will actually run out…it is totally awful. There must be a problem at your end and am hoping you will respond to me now as I have just emailed you after seeing your responses to previous posts.
Visited October 2024
Review titled Fittleworth Medical Ltd
Replied on 09 October 2024
Hi Brenda, Thank you for your review, I am sorry to see you have had problems. I have been in contact this afternoon and I hope to be able to resolve this for you. Thank you, Laura - Customer Experience Improvement Team Leader
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Review titled Alternative suppliers
Rated 1 star out of 5
by Anonymous - Posted on 28 September 2024
Like so many other reviewers here I am totally gobsmacked at the poor level of service provided by this company. They seem to have no appreciation how vital our needs are on a daily basis. I recently re-ordered several products but didn't receive a key item. I made the company aware of this hoping for immediate resolution but unfortunately only to be told all my orders had been fulfilled. This is a common theme with Fittleworth and is obviously shared with many users. Does anyone have any experience with alternative suppliers? Please note I chose to remain anonymous because I am scared that my service level will be affected even further!!
Visited September 2024
Fittleworth Medical Ltd has not yet replied.
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Review titled Very poor service
by Anonymous - Posted on 23 September 2024
I have been with Fittleworth for several years but the service now is awful. They used to call me every month for my order but they no longer do this. I cannot get through to them on the phone and trying to order online just does not work. I am now going to use an alternative company for my stoma supplies as the service is unfortunately ridiculous.
Visited September 2024
Review titled Fittleworth Medical Ltd
Replied on 24 September 2024
Good afternoon, Thank you for your review. I can only apologise that you have not received the service you need. Please send me your full name and DOB to DRMqueries@fittleworth.com so I can take a look into your concerns? I'd like to rectify this for you. Thank you, Laura - Customer Experience Improvement Team Leader
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Review titled Appalling
Rated 1 star out of 5
by Anonymous - Posted on 13 September 2024
Every order placed has been a nightmare. I have had to spent hours on the telephone; 20 to 25 minute wait to speak to someone and when you finally do get to through to a human they are little to no help because every person has a different answer if they can even provide an answer that is. I have spent over an hour and a half trying to sort out one order, which they never bothered to twice inform me was not going to be delivered on the confirmed date. I have been forced to order supplies privately to ensure I do not run out. I have requested to switch suppliers immediately. What I originally thought were teething issues are most definitely not, the problems are never ending.
Visited September 2024
Review titled Fittleworth Medical Ltd
Replied on 13 September 2024
Good morning, I am sorry to see this, this is not the service we want to provide for any customer. Please can you send me your full name and DOB to DRMqueries@fittleworth.com so we can take an urgent look into this? Thank you in advance, Laura - Customer Experience Improvement Team Leader
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Review titled Very poor and worrying lack of customer service
Rated 1 star out of 5
by Anonymous - Posted on 20 September 2024
Requiring catheters is a new and upsetting place I find myself in, made worse by the fact of fittleworth making the situation difficult. They do not answer emails, they do not answere the phone, they tell me they have a simple system to order but the website continually erases your imput and when you eventually get the details to be accepted, they tell you that you have it wrong and need a clinicians letter to verify. Send a copy of the clinicians letter asking for exactly the catheters I orderded which they do not acknowledge but say order is placed, they then tell me I have to get gp to confirm. I do everything that they ask but still dont know if my order will be delivered as i have had no response to my emails. They are very difficult to communicate with and people in my position need to be able to rely on the suppliers . I feel that my hospital urology team end up picking up the pieces and sorting out my requirements which is unfair to them as fittleworth will be benefiting from the payments made to them from the nhs but they are not interested in customer care. Their contact details include the word caring, but they do not care about the people who require their service just the money they make from them. I am, as of now still awaiting a response and I am very scared that I wont get my order!
Visited September 2024
Review titled Fittleworth Medical Ltd
Replied on 23 September 2024
Good morning, I am so sorry to see this for you, it is not the service we want to provide and we are working hard to address the time taken to respond via calls and emails. Please can you send your full name and DOB to DRMqueries@fittleworth.com so I can give you an update on your order? Thank you in advance, Laura - Customer Experience Improvement Team Leader
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Review titled Terrible
by Anonymous - Posted on 24 August 2024
I'm a new ostomate, and so far the only order I've received is the one my stoma nurses arranged back at the beginning of July. Every attempt at ordering my bags has resulted in.....nothing! No prescription being received by my drs surgery, my account has been set up incorrectly, and despite being told 2 weeks ago that everything has been rectified, I received a phone call from Fittleworth to say they can't fulfil my next order as they haven't had the prescription. Today I received an email to tell me that ordering the script from the drs is my responsibility (which it isn't). I'm going to speak to my stoma team and ask to change supplier because I can't carry on like this.
Visited August 2024
Review titled Fittleworth Medical Ltd
Replied on 28 August 2024
Good morning, I am so sorry to see this for you. I'd like to look into your account and see how I can get this changed for you. Please can you email me at DRMqueries@fittleworth.com with your full name and DOB and I can investigate this for you. Kindest regards, Laura - Customer Experience Improvement Team Leader
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Review titled Saga of incompetence
Rated 1 star out of 5
by Bryan Davies - Posted on 01 September 2024
A failure to deliver prescribed product, broken promises, and having to wait 40 minutes for telecall to be answered. Refer to my emails over past few days. A saga of lack of delivery, then incorrect products and dearth of communications.
Visited August 2024
Review titled Fittleworth Medical Ltd
Replied on 02 September 2024
Good morning Mr Davies, I am really sorry to see this - this is now the service we want to provide. Please can you send me your DOB and postcode to DRMqueries@fittleworth.com with the items that were incorrect and I can take a look into this for you. Thank you for your time and speak soon. Kind regards, Laura - Customer Experience Improvement Team Leader
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Review titled Very poor service
Rated 1 star out of 5
by Daniel Oldfield - Posted on 12 August 2024
Placed an order on 29th July 2024 and received an email confirmation that my order was received. Waited 12 days for my items to arrive and upon delivery found that i had received no Colostomy bags, having a stoma this is the most important item i required. Called the number on the order form and received a message system saying high demand of calls, advised to email caringatfittleworthdotcom which i did at 8.30am. Its not 2.15pm and I have had no response to my email or that of a follow up and I have also been on hold for the duration of 2hrs 12 minutes across 6 calls and i am still on hold.
Visited August 2024
Review titled Fittleworth Medical Ltd
Replied on 12 August 2024
Hello Mr Oldfield, I am really sorry to see this for you. We are working hard to address the service levels at the moment including our emails and phone lines. We have recently onboarded a team of new starters and have additional temporary heads to assist and bridge the gap. I can only apologise. I can see a replacement order has been sent for you - please send me an email to DRMqueries@fittleworth.com with your DOB so I can confirm what is happening. Thank you in advance, Laura - Customer Experience Improvement Team Leader
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Review titled Absolute waste of time
Rated 1 star out of 5
by Anonymous - Posted on 19 August 2024
Once again, not providing my prescription, despite being given a *month* of prior notice. Once again, not responding to multiple emails. Once again, having to buy nhs provided equipment on ebay. That they are taking money from the NHS for this level of service is bordering on criminal.
Visited August 2024
Review titled Fittleworth Medical Ltd
Replied on 28 August 2024
Good morning, I am really sorry to see you haven't had your orders. Please can you email me at DRMqueries@fittleworth.com with your full name and DOB so I can see what has happened for you? Thank you in advance, Laura - Customer Experience Improvement Team Leader