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 service
Rated 1 star out of 5
by Rosie - Posted on 02 August 2024
Most recent issue: Placed order 1st July Gp approved all items Fittleworth missed items even though they were in stock and waiting for dispatch dhl delivered on time the items dispatched by Fittleworth I chased by email missing items, email went unanswered for 2 working days (they claim to answer within 2 days) Call Fittleworth, wait for 45mins, answer without an apology or ‘thanks for waiting’, very poor service, items dispatched the next day but again no apology. Chase to ask why the service was so poor. Told there was an update in May (service was poor before this and I was told this update would fix the issues). I was promised they were getting more team members to fix the wait times and they hoped it would ‘put my mind an ease’. In meantime I placed another order and in this response the supplier said they would fast track these. Unfortunately they missed more items on the email list and in the package, which did not put my mind at ease. Please avoid this supplier
Visited July 2024
Review titled Fittleworth Medical Ltd
Replied on 06 August 2024
Good morning Rosie, I am so sorry to see your experience has been poor. This is not the service we want to provide. Please can you email me your full name and DOB to DRMqueries@fittleworth.com so I can look into what has happened for you and see if you have any outstanding orders? Kind regards, Laura - Customer Experience Team Leader
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Review titled Massively downhill
Rated 1 star out of 5
by Jen Merryweather - Posted on 07 August 2024
I have been with fittleworth since having a colostomy in 2018, they were without a doubt one of the most flawless services I had the pleasure of using, they would ring me each month to confirm an order, always delivered on time, no issues. I don't know what has happened to them this year but they are absolutely shocking now, I cannot remember the last time I had a no issues order. They no longer ring me to place orders, when I do call the queue times are exponential, what used to be an immediate answer is now a half hour wait. My order has not changed in all these years, this past year I have had items missing, packages go 'missing' with dpd, dpd suddenly deciding they can't find my address, my bags no longer being precut to my measurements Then when I have called to resolve these issues staff promise me replacement orders that are never sent, and just today after being on hold for half an hour, my call was answered and then I was hung up on. I don't know what they've changed internally but they've gone from a breeze to deal with an ideal company for the job to an absolute nightmare to deal with, I wouldn't reccomend to anyone at this stage,
Visited July 2024
Review titled Fittleworth Medical Ltd
Replied on 12 August 2024
Good morning Jen, Thank you for leaving us a review. I am really sorry to see you have had so many problems. Please can you send me your full name and DOB to DRMqueries@fittleworth.com so I can take a look into your concerns. Kindest regards, Laura - Customer Experience Improvement Team Leader
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Review titled Fittleworth poor practice
Rated 2 stars out of 5
by Anita Melia - Posted on 09 August 2024
I have continually tried to telephone or email Fittleworth since the beginning of July. I emailed to order more supplies on 25th July 2024. No response from telephone calls or emails. I have felt stressed about this as they are much needed medical supplies and need to know tgat the company have received my order and an estimated date of receiving my package. Today I emailed out of desperation, not knowing who to contact, I did consider contacting stoma nurses at hospital I the city I live in. However, I tried emailing Fittleworth again asking them for a response to my email. I have received a response saying, they have had a number of calls to deal with. I am not surprised if Fittleworth are'nt attending to orders or even responding to customer queries? Has caused me considerable consternation of what to do next? These are much needed medical supplies and I need to know if the order is being prepared and sent out. There should be at least a response to emails to say they have received them. I still don't know of my order is being processed?? I understand a busy call log, but there should be a member of staff to take calls or respond to queries and orders. I am still feeling a stressed not knowing the outcome . This is not an experience I wish to repeat every 2 weeks when I place an order.
Visited July 2024
Review titled Fittleworth Medical Ltd
Replied on 12 August 2024
Good morning Anita, I am so sorry to see there has been considerable delay to your orders and getting confirmation on your orders. I can only imagine the anxiety this must cause. Please can you email me at DRMqueries@fittleworth.com with your DOB so I can check on your orders please and provide an update? Kindest regards, Laura - Customer Experience Improvement Team Leader
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Review titled Not caring
Rated 2 stars out of 5
by Not caring - Posted on 03 July 2024
Is Fittleworth going out of business? Phone calls and emails not being replied to or even answered, except for standard automatic replies. I shall be talking to my stoma nurse to check on alternative suppliers.
Visited July 2024
Review titled Fittleworth Medical Ltd
Replied on 04 July 2024
Good morning, I am so sorry to see you have had problems with your orders and not getting a response from us, this isn't acceptable. We are not going out of business. We are working hard to return to our normal level of service and I can only apologise you have been affected. Please send your full name and DOB to DRMqueries@fittleworth.com for me to investigate further. Thank you in advance, Laura - Customer Experience Improvement Team Leader
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Review titled Poor service
Rated 2 stars out of 5
by Anonymous - Posted on 31 July 2024
I have used Fittleworth since I had an emergency sub-total colectomy in 2011. It used to be an excellent service, but over the last year or so, there have been several instances of non-delivery, with a lack of sympathy or customer service. In June 2024, despite me having changed my address with the company, they sent my monthly prescription not my previous address, but the address previous to that! When I spoke to an advisor about this, asking when I would receive the replacement (given it was entirely their fault), she said she would look into it and call me back. She never did. I emailed on several occasions, but have been ignored. Perhaps the issues are due to the delivery company they use, I don't know. Perhaps it is the crm system they are using. Perhaps it is the very tight restrictions from the pharmacies/NHS service that prevent any reordering outside of the signed off prescription, even in situations where the patient themselves is not at fault. From a patient point of view, it is incredibly stressful when I don't receive stoma products that are absolutely essential to daily functioning, never mind wellbeing. There seems to be a trend of compassion-fatigue regarding stoma care in general. After thirteen years, I will not be using Fittleworth again.
Visited June 2024
Review titled Fittleworth Medical Ltd
Replied on 31 July 2024
Good afternoon, I am so sorry to see that this is your experience. If we have placed an order incorrectly like in this instance, we can replace without a prescription so there shouldn't be a delay to this or waiting for a prescription. Please can you send me your full name and DOB to DRMqueries@fittleworth.com and I can check for you what has happened and when your order is due to you. Thank you for letting us look into this for you. Kindest regards, Laura - Customer Experience Improvement Team Leader
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Review titled Deliveries
Rated 2 stars out of 5
by Anonymous - Posted on 07 June 2024
An order was placed recently through my stoma nurse and I then phoned to get delivery earlier as colostomy bags were very low therefore an urgent delivery was required. I phoned twice and they confirmed delivery would be made Wednesday then Thursday, it is now Friday and I still have not received my order so phoned again to be told dpd had the order and should arrive today or tomorrow. I have now ran out of colostomy bags and need to go to my gp to see if they have any I can use until my order comes through! Very poor service especially with items that are critical
Visited June 2024
Review titled Fittleworth Medical Ltd
Replied on 07 June 2024
Good afternoon, I am so sorry that you haven't had your supplies as of yet. Please can you email us at DRMqueries@fittleworth.com with your full name and DOB and we can have a look into your orders for you. I can only apologise there has been a delay for you, we will urgently look into this. Thank you in advance, Laura - Customer Experience Improvement Team Leader
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Review titled I believe they are going out of business
Rated 1 star out of 5
by Robert Watson - Posted on 07 June 2024
No email response (now eight days) and just left in an interminable telephone queue. And this is, somehow, deemed acceptable business practice for stoma sufferers? They must be aware that this is rotten customer service and simply don't care, hence my suspicion they are going to the wall...
Visited June 2024
Review titled Fittleworth Medical Ltd
Replied on 07 June 2024
Good afternoon Mr Watson, I am so sorry to see you have not had a response from us as of yet, we are working hard to catch up, so I can only apologise. Please can you forward me your email to DRMqueries@fittleworth.com with your DOB and we will urgently investigate. Kindest regards, Laura - Customer Experience Improvement Team Leader
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Review titled Terrible
Rated 1 star out of 5
by Anonymous - Posted on 20 June 2024
I have phoned and emailed many times. I was promised an emergency delivery of products I was running out of. They have never arrived. They don't have an essential item in stock and say they don't know when they'll have it. They use a shared call centre that services loads of different companies so the people answering the phone have no idea about what they are supplying. I am going to a different supplier now as their service is horrendous. I hope the NHS stop allowing them to supply medical equipment.
Visited June 2024
Review titled Fittleworth Medical Ltd
Replied on 25 June 2024
Good morning, Thank you for leaving a review, I am so sorry that we haven't been able to supply what you need. Please can you send me your full name and DOB to DRMqueries@fittleworth.com so I can look into what has happened for you? Thank you in advance and hope to speak to you soon. Kind regards, Laura - Customer Experience Improvement Team Leader
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Review titled Unreliable, inefficient
Rated 1 star out of 5
by mrs philomena power - Posted on 13 June 2024
every month i have to ring at least once, often two or three times to get the correct order. Fittleworth's usual excuse is it's the doctors fault, which is nonsense but I've heard so many other excuses! If there was any other way I could get my Stoma pouches etc. I would.
Visited June 2024
Review titled Fittleworth Medical Ltd
Replied on 17 June 2024
Good morning Mrs Power, I am so sorry to see that you have had so many problems with your orders. Please can you send me your DOB to DRMqueries@fittleworth.com so I can fully investigate this for you? Kindest regards, Laura - Customer Experience Improvement Team Leader
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Review titled Rotten customer service
Rated 1 star out of 5
by Anonymous - Posted on 06 June 2024
Their business is to help allay fears and anxiety for unfortunate, suffering people. It is, therefore, unforgivable that they do not respond to emails (still waiting from 31 May) and I, today, hung up after listening to their muzak for 15 minutes...a disgusting excuse for customer care and service...
Visited June 2024
Review titled Fittleworth Medical Ltd
Replied on 07 June 2024
Hello, I am so sorry to see you have been waiting for a response for so long. Please can you email us at DRMqueries@fittleworth.com with your full name and DOB so we can look into this urgently for you. Kind regards, Laura - Customer Experience Improvement Team Leader