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 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
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Review titled No supplies and they don’t Care
Rated 1 star out of 5
by Anonymous - Posted on 10 June 2024
I have given Fittleworth many chances. But the two that stick out are the last Bank Holiday my stoma supplies came but no stoma bags and this was delivered at tea time. I had no bags I was told to go to A and E. How degrading to expect me to turn up to A and E with an already leaking bag? This is not acceptable? The latest I put in a request for catheters a week ago. I noticed there was something wrong as my gp had not written a prescription for the right amount. The Gp sorted this immediately the following day for me to get an email from fittleworth to say delivery was not till the 17th which for me was no good. I rang Fittleworth and they organised delivery for today as I would be out of supplies of catheters. This afternoon came an email explaining they were out of stock of my catheters and delivery would not take place till further notice. At this point I have 1 catheter and a bladder that does not work. The man on the phone had no answer for me as to what to do about my situation or where to get catheters. I asked if I could have something else that was similar but no as they cannot prescribe but I could go round to A and E or local chemist and ask them what I could use in the meantime. Does this mean reusing a used catheter at my expense of getting an infection? Because Fittleworth cannot get some thing out to me until Wednesday! With the tone of well that’s your problem!
Visited June 2024
Review titled Fittleworth Medical Ltd
Replied on 17 June 2024
Good afternoon, Thank you for taking the time to share your experience. I am so sorry that the level of service you have received is not what we want to provide. If you could please email me with your full name and DOB for me to urgently look into this, that would be appreciated. Thank you in advance. Kindest regards, Laura - Customer Experience Improvement Team Leader
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Review titled Terrible Customer Service
Rated 1 star out of 5
by Anonymous - Posted on 18 June 2024
Placed an order mid May for conveens and urine collection bags. On 11th June received only the conveens. You can't use one without the other, so emailed straight away (as had tried phoning but gave up after long waits). Having still not received a reply 7 days later, I decided to bite the bullet and stay on the phone. After nearly 20 minutes holding and being told I was sixth in line, the call was ended by them. I have emailed again, but won't be holding my breath for a reply. In spite of all their claims to the contrary, they just don't seem to care.
Visited June 2024
Review titled Fittleworth Medical Ltd
Replied on 19 June 2024
Good morning, Thank you for leaving us a review. I am so sorry to see that you are missing your supplies and haven't been able to speak to us. Please can you send me your full name and DOB to DRMqueries@fittleworth.com and I will look into your orders. Thank you in advance. Kind regards, Laura - Customer Experience Improvement Team Leader
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Review titled Terrible service
Rated 1 star out of 5
by Jackie King - Posted on 04 July 2024
Placed order for stoma supplies on June 15th as I have been doing every month for 3 years. On June 28th order delivered minus colostomy bags & adhesive remover spray. After 30 minutes in a queue on the phone spoke to someone who blamed my GP for a prescription error & couldn't seem to understand that sending dry wipes, blackbags & adhesive wipes on there own was not much use. After speaking to my GP & getting the prescription code another 30 minutes was spent on the phone to Fittleworth & after getting through they admitted they did in fact have the correct prescription but the person I had spoken to before hadn't scrolled down! Promised the delivery would arrive in the next 2 days which it did minus the 2 adhesive sprays. Another 30 minutes on the phone today & again was told it was my GP's fault for missing them off the prescription. By this time I was getting irate with the person on the phone so my partner took over the phone call & was also told it was my GP's fault. Strangely as he was talking to them a prescription magically appeared on their computer system! Have contacted my stoma nurse to ask to change to another supplier & will be glad to see the back of Fittleworth.
Visited June 2024
Review titled Fittleworth Medical Ltd
Replied on 05 July 2024
Good afternoon Ms King, I am sorry that you have had such problems with your recent order and the differing information given to you. I'd really appreciate if you could send me your DOB and postcode to DRMqueries@fittleworth.com so I can locate your account and see what has happened. We are providing extra training to our team members to limit this happening again for any valued customer. I look forward to hearing from you, thank you in advance. Kindest regards, Laura - Customer Experience Improvement Team Leader
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Review titled Unreliable
Rated 1 star out of 5
by Anonymous - Posted on 19 June 2024
Ordered supplies on the 6th and did not receive them in full. I've been left without supplies 3 months in a row and the communication was diabolical. They often blame the GPs. I wish I could use another supplier!
Visited June 2024
Review titled Fittleworth Medical Ltd
Replied on 20 June 2024
Good morning, I am so sorry that you have been left short of your supplies. Please may you send me your full name and DOB to DRMqueries@fittleworth.com with a short summary and I will gladly look into this for you to get it resolved. Thanks in advance. Laura - Customer Experience Improvement Team leader
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Review titled Frustrated customer
Rated 1 star out of 5
by Frustrated customer - Posted on 03 June 2024
I have been using Fittleworth for 19 months and their service has deteriorated over the last year. Without fail, there is a problem every time I phone in my stoma requirements . My surgery is always blamed, accused of delaying my prescription or only sending part of the prescription. My last order was 15 May and when it didn’t arrive on the allotted day, Fittleworth told me their staff member had pressed the wrong button! I was promised the order today (3 June) but nothing arrived. I have spoken to supervisors who are pleasant, promise a better service but nothing improves. I am fed up with Fittleworth. Can’t recommend.
Visited June 2024
Review titled Fittleworth Medical Ltd
Replied on 04 June 2024
Good morning, I am so sorry to see you have had problems consistently over the last year. I would like to investigate this for you and make sure you receive your order. Please can you email me at DRMqueries@fittleworth.com with your full name and DOB so I can make sure your order is coming out to you.
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Review titled Shower of .......
Rated 1 star out of 5
by Andrew - Posted on 04 June 2024
This company have progressively got worse over the last 3 years! It seems that every month I now need to waste time ringing them to chase up something that has not been done. Today - 40 minutes wasted and not achieved the expected result. This month - no colostomy bags delivered despite me being able to see that the GP has issued the prescription. It was then suggested that 1 box can be sent on emergency with the others to follow on the 17th June - what am i supposed to do in the meantime? Answer - if the emergency supply of one box runs out then I should ring again to obtain another emergency delivery. As a company, they consistently make a profit before tax of £11m - with one main customer , the NHS. They are profiteering from the NHS and not providing a service. Essentially, they are a distribution company with some anomalies - it is not complicated!!! If your systems cannot cope then you should have invested the funds instead of paying dividends to overseas shareholders! Question to the NHS - perhaps we should discuss setting up a business to compete with Fittleworth. This is essentially a distribution business with the requirement of linking together a prescription prior to the dispatch of an order.
Visited May 2024
Review titled Fittleworth Medical Ltd
Replied on 04 June 2024
Good afternoon Andrew, Thank you for leaving a review. This is not the service I expect to see nor want to have for any of our customers. Please can you email me at DRMqueries@fittleworth.com with your full name and DOB and I can give you an update on your order and check the prescription? This should have been done with you on the call - I am sorry you spent so long sorting something which should have been simple. Thank you in advance, Laura