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 Service failing
by Edward - Posted on 04 September 2024
Since Fittleworth undertook a reorganisation in July 2024, their service has fallen through the floor. Online orders are going unfulfilled, email and phone calls not being answered. When I did finally get through it became apparent that the CS advisor, although trying to help, cannot see the online orders I've placed, even though I could see them in my account. The CS advisor doesn't even have access to the same order numbers as I am issued with. Totally frustrating, incompetent processes and extremely poor customer service experience. I am now looking at alternative suppliers through my stoma care team. If this is what has happened with the arrival of the new MD in February 2024, he should hang his head in shame!
Visited August 2024
Review titled Fittleworth Medical Ltd
Replied on 05 September 2024
Good afternoon Edward, I am sorry to see the problems you have had with your orders recently, this is not the service we would like to offer and I can only apologies at this stage. Please can you send me your full name and DOB to DRMqueries@fittleworth.com and I will take a look into what has happened for you. Kindest regards, Laura - Customer Experience Improvement Team Leader
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Review titled Incomplete order
Rated 2 stars out of 5
by Sarah McKenzie - Posted on 05 August 2024
My last order was received incomplete and after trying to sort the problem out by email and phone with no response, I left a negative review. I was quickly contacted and the problem resolved. My latest order has arrived incomplete with none of the colostomy bags ordered being sent. I am going on holiday next week and need these supplies so this is creating a very stressful situation. I have emailed but no response so far. It would be helpful if Fittleworths made comments about part deliveries and when the balance will be sent on the delivery note. I don’t know what I’ll do if I don’t receive these supplies before I go on holiday.
Visited August 2024
Review titled Fittleworth Medical Ltd
Replied on 06 August 2024
Hi Mrs McKenzie, Thank you for your review. I am really sorry to see you have had a similar experience to your last order and can only apologise. We will continue to provide training for our teams so we can reduce this happening and work on our communication to make sure you are kept up to date with your orders and prescriptions. Please reach out to me for further help if you need it at DRMqueries@fittleworth.com Kind regards, Laura - Customer Experience Improvement Team Leader
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Review titled dreadful communication
Rated 2 stars out of 5
by Anonymous - Posted on 26 August 2024
I am now preparing to reorder my prescription for September and will almost certainly be faced with the same lack of communication as with all previous orders. I placed an order on the 2nd August and as usual received confirmation that the order was received and that the prescription would be delivered by the 15th August. What seems to escape Fittleworth is what am i supposed to do with the 13 days inbetween. It's always about 10-15 days and then a total lack of communication. on every occaision i end up having to telephone day after day to establish when the delivery will be made. all i get every time is that dpd will communicate with me on the day of develivery. this has never happened and sure enough, although i was told by Fittleworth that the delivery would be on the 15th August, it turned up on the 10th August without any communication from dpd. this is a broken system and simply having an email address caring@fittleworth does not prove that anyone cares enough to sort out the lack of communication. I have found fittleworth staff on the phone extremely polite and helpful apart from a lack of understanding that the relationship between fittleworth and dpd is pure fiction
Visited August 2024
Review titled Fittleworth Medical Ltd
Replied on 28 August 2024
Good morning, Thank you for your feedback, it is really appreciated. Can you please share with me your full name and DOB to DRMqueries@fittleworth.com so I can see what is going on for you? If you have given your consent, you should receive a text message to confirm delivery, so I'd like to check this for you. Thank you in advance, Laura - Customer Experience Improvement Team Leader
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Review titled Terrible service , communication almost non existant
Rated 2 stars out of 5
by Anonymous - Posted on 12 October 2024
Have use Fittleworth for 9 years now ,.Were very good , now disorganised and impossible to get a proper response, all phone calls start at 20+5 minute wait , never possible to contact anyone who can resolve problems , they may ring back but will only allow 6 rings max before leaving a message Hopeless. very stressful ,does not reply to emails. constant excuse is short staffed, retraining, Pressure obviously out off their depth from management down, numerous unsolved problems .Nobody with any Responsibility is interested
Visited August 2024
Review titled Fittleworth Medical Ltd
Replied on 14 October 2024
Good morning, I am very sorry to see this for you, it isn't the service we want to provide. Please can you send me your full name and DOB to DRMqueries@fittleworth.com with the emails you haven't had a response to? Thank you in advance. We appreciate your feedback and it will be passed to our management team who are as keen as I am to get back to the service we normally provide. Kind regards, Laura - Customer Experience Improvement Team Leader
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Review titled Service Failures
Rated 2 stars out of 5
by Deeply Dissatisfied - Posted on 12 August 2024
Disappointed to leave this review after 2 years of excellent service. My stoma nurses placed an order on my behalf, as the type of pouches I use was being changed. - Fittleworth sent email that supplies would be received on or before 7th July. - Telephoned late morning of 7th as I had no delivery confirmation. Told the order would arrive on 8th July - Received telephone call early on 8th July that the pouches were in short supply, but available from another warehouse and would be delivered that day - Delivery received on 8th of black sacks and dry wipes; no pouches - to date still no delivery of pouches - Fittleworth must contact clients if there is a problem with service so that we may call upon our stoma nurses for assistance. Fittleworth; you provide an essential service, failures of which cause deep distress to clients. I am blessed with wonderful, caring, stoma nurses at Basildon Hospital, who somehow bridged the gap. As far as I am concerned, there are no alternative suppliers; Fittleworth is in a monopolistic position, therefore the service should be impeccable. The Fittleworth telephone service is abysmal. When telephoning in what I consider to be an emergency situation, a wait of over 30 minutes causes even further stress. It is my hope that the normal, reliable service will be resumed. In the meantime, I would be grateful if someone at Fittleworth would contact me and advise me of when I will receive the outstanding pouches. Things will become desperate for me in the next few days.
Visited August 2024
Review titled Fittleworth Medical Ltd
Replied on 12 August 2024
Good afternoon, Thank you for your review. I am so sorry we have caused such worry and anxiety and can only apologise for this. We have onboarded a team of new starters who will be on the phones once trained and this should see a reduction in the wait times by email and phones for you. We should see an improvement soon. I'd like to investigate why you are still waiting for pouches - please can you send me your full name and DOB to DRMqueries@fittleworth.com and I can provide further help. Thank you in advance, Laura - Customer Experience Improvement Team Leader
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Review titled Delay ,confusion and dreadful communication
Rated 1 star out of 5
by Matay - Posted on 19 August 2024
Repeated confusion in getting prescribed equipment for a year. Frequently blamed on the GP for not sending prescription requested further enquiry showed wrong email being used for me by Fittleworth despite lots of other practice patients not affected by this. Yet not amended after repeated problem. Then urgent delivery totally messed up causing delay of over 2 weeks Can’t find a phone number other than free one which takes literally hours to be answered Can’t find name of managing director to complain to. It’s outrageous they can’t handle simple ordering and delivery and have caused extreme suffering and don’t seem bothered by that
Visited August 2024
Review titled Fittleworth Medical Ltd
Replied on 20 August 2024
Hello Matay, I am so sorry to see you have had problems with your deliveries and the service received. Please can you send me your full name and DOB to DRMqueries@fittleworth.com so we can investigate? Thank you in advance, Laura - Customer Experience Improvement Team Leader
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Review titled Not sure
Rated 3 stars out of 5
by Not Sure Yet? - Posted on 13 July 2024
Received part order to day, no colostomy pouches/ bags, looks as if they have doubled up on the dry wipes and disposal bags, those I can manage with out but not pouches. I waited on phone for ages to speak to some to confirm my order, which they did, will run out soon so now what? not very impressed, why fill a box with dry wipes disposal bags, yet no pouches/bags, I'm sure it would be fairly obvious that some thing is wrong with the order,
Visited July 2024
Review titled Fittleworth Medical Ltd
Replied on 16 July 2024
Good morning, Thank you for your review. I am so sorry to see this, it is concerning and I'd like to take a look into this for you. Please can you email me your full name and DRMqueries@fittleworth.com so I can check on the progress of your order and give you an update? Speak to you soon. Kindest regards, Laura - Customer Experience Improvement Team Leader
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Review titled Urostomy pouches order
Rated 1 star out of 5
by Stephen Beddard - Posted on 09 August 2024
In July 2024, I placed an order with Fittleworth by email for 3 boxes each containing 10 urostomy pouches. It took 7 days to receive a reply with an estimated date of delivery. But 2 days before delivery date, I received an email from Fittleworth to say that prescription had not been received from doctor`s surgery. Due to this, I placed 2 further orders with Fittleworth each for 3 boxes of 10 urostomy pouches. Again I received reply 7 days later with expected delivery date, but again 2 days before delivery received email with the same message as before - prescription not received, delivery delayed. I contacted by doctors surgey who informed me that they had not received any prescription request from Fittleworth, nor any resent request, but, in the circumstances, she would issue an emergency prescription for 6 boxes each of 10 urostomy pouches - i.e. 60 pouches which would fulfill my orders. I emailed Fittleworth to inform them of this. I did receive a delivery on 3 Aug of 2 boxes each of 10 pouches. I emailed Fittleworth to ask where rest of the order was but only reply was "prescription not received, delivery delayed". Similarly I have continued to receive the same message over more recent days. Fittleworth do not reply to actual content of my emails. Further to this, I sent a complaint via email to Fittleworth with details of my experience and also highlighted what the doctors surgery had said about not receiving prescription request. To date, I have not received a reply. Despite telling Fittleworth not to phone me as I have hearing difficulties with mobile phone, one of their Customer Service Advisors phoned me on 7 Aug. I could not hear her and asked her to email me. I still have not received a reply. I did receive 1 box of 10 urstomy pouches yesterday but no explanation and no email message to say what it was for or when I will receive the outstanding orders. This has been an extremely stressful experience, which resulted in me being physically sick with stress and worry last night. Further to this, I am extremely worried that with limited supplies of bags I am going to have to resort to wearing the same bag for 2 - 3 days which will not only be uncomfortable but also will carry health risk due to build up of waste in the bag. I am seriously considering changing my supplier as I cannot continue with a company which shows little regard for its customers needs, cannot answer questions, and shows little respect for its customer.
Visited July 2024
Review titled Fittleworth Medical Ltd
Replied on 12 August 2024
Good morning Mr Beddard, I am so sorry to see you have had so many problems and issues with your delivery, I can only apologise at this point. Please may you send me your DOB and confirm your GP practice for me at DRMqueries@fittleworth.com so I can chase your delivery? Thank you in advance, Laura - Customer Experience Improvement Team Leader
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Review titled Fittleworth - A total lack of customer service
Rated 1 star out of 5
by Robert Watson - Posted on 08 July 2024
As a stoma sufferer I have a clear need for a monthly supply of the necessary bags associated with this condition. Until two months ago I has beed broadly satisfied with the service provided by Fittleworth based in Sussex. They advised, via email in May 2024, that they would be closing for a week for staff training. This is, very clearly, an inordinate about of time even for a substantial company, let alone a rather small organisation such as Fittleworth. Since then my June delivery was, inexplicably, sent via two deliveries over two dates 9 days apart (and only after I managed to elicit an email response). I ordered my July supply on 25th June. As at today I have received no acknowledgement or response confirming that this, latest, order is even in their system. Telephone contact is impossible - "you are currently 15th in the queue". Accordingly, I am today switching suppliers and would counsel that any other folks in need of a reputable and, above all, responsive Company would do well to avoid Fittleworth. If there are not, in fact, going out of business, they show all the signs of doing so very soon.
Visited July 2024
Review titled Fittleworth Medical Ltd
Replied on 08 July 2024
Good afternoon Mr Watson, Thank you for leaving us a review, I am just so sorry that it is due to a poor service for you. Are you able to please send me your DOB to DRMqueries@fittleworth.com so I can check what has happened and provide an update on the order? I am so sorry that your order has been delayed. I can confirm we are exceptionally busy but we should still be providing updates, we are also working hard to reduce call volumes and answer the backlog of emails we have had. I can only apologise at this point. I look forward to hearing from you and thank you in advance. Kindest regards, Laura - Customer Experience Improvement Team Leader
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Review titled Terrible Service
Rated 1 star out of 5
by Raymond E Carter - Posted on 04 July 2024
Numerous times we have requested bags/strips, doctors surgery has also been in contact to confirm order and was told it would be there 2 days later. Nothing arrived. Rang up was told no prescription, a regular occurrence. When challenged they suddenly found it. Doctor has doubled the prescription due to having to consistently contact to find out what is going on. When order finally arrived it was less than half the order and no strips to hold bags in place. Stoma is so big your largest bag no longer fits so I require the strips to stop leaks. Rang and was told that is all you are getting. You talk to one person and they find the prescription and note it is doubled with the addition of the strip. The next person you speak to cannot find the prescription says it has not doubled and that is all you are getting. Causes so much frustration, extra work, money for extra washing for my wife. I am to afraid to leave the house as it is not only embarrassing for me but my wife, friends, onlookers.
Visited July 2024
Review titled Fittleworth Medical Ltd
Replied on 05 July 2024
Good morning Mr Carter, I am so sorry to see that you are having such problems with your orders and the different information you are receiving. I am committed to working with your GP to resolve this after speaking to Mrs Carter. Thank you for your review and I can only apologise that you have had this frustration and extra anxiety around your supplies. Kindest regards, Laura - Customer Experience Improvement Team Leader