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 Above and beyond great service
Rated 5 stars out of 5
by Christine Regan - Posted on 13 June 2023
As I had surgery in March this year, and this is all relatively new to me, I’m one of the awkward customers who leave ordering supplies to the last minute (promise I will get better). The staff handling the telephone calls have been amazing. They are so kind and caring, nothing is too much trouble and my supplies turn up without fail on the date given. I can’t thank the staff at Fittleworth enough.
Visited March 2023
Review titled Fittleworth Medical Ltd
Replied on 14 June 2023
Hello Christine, Thank you for taking the time to leave a review. We hope you are recovering well after your operation in March. We’re delighted to hear that you are happy with the service you have been receiving and we look forward to hearing from you for your next order. Kind Regards, Kjersti, CS Training Assistant
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Review titled appalling customer service
Rated 1 star out of 5
by Anonymous - Posted on 28 February 2023
They use dhl who keep leaving my deliveries on my front door step and messaging me to say they are "safe in shed". The shed is locked in any event. Called Fittleworth to request dhl return to remove parcel of step. Waiting 2 hours for call back. Disgusting service
Visited February 2023
Review titled Fittleworth Medical Ltd
Replied on 01 March 2023
Hello, Thank you for taking the time to contact us. I am sorry that your parcel has not been left in a safe, secure place and that you have been advised this has been left somewhere that it hasn't. This is not the level of service that we expect. So that we can look into this further, please can you email caring@fittleworth.com for the attention of myself, including your date of birth and address in the email. Please accept my sincere apologies for any inconvenience this has caused you. Kind Regards Hannah, Training Specialist
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Review titled Excellent customer service
Rated 5 stars out of 5
by Nicole - Posted on 24 February 2023
I've had a couple of calls with Fittleworth to organise stoma bags, and the people I've spoken to have always been friendly, helpful, precise and clear. Happy to go the extra mile if necessary. The customer service care far exceeded my expectations, so thank you.
Visited February 2023
Review titled Fittleworth Medical Ltd
Replied on 27 February 2023
Hello, Thank you for taking the time to contact us about your positive experience. I am extremely glad to hear of the service you have received and will pass this onto our Customer Service Department. Many Thanks Hannah Newton, CS Training Specialist
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Review titled Very bad since start of 2023
Rated 1 star out of 5
by Anonymous - Posted on 10 March 2023
Since January 2023 I have placed 3 orders for ostomy supplies and apart from emergency deliveries none have been completed. Used to be good but have got very bad over the last 3 months. Every email gets answered by a different advisor and no one takes ownership of the problem. Very frustrating as I’m constantly asking for emergency supplies and worried about running out. Need to get their act together pretty quick
Visited February 2023
Review titled Fittleworth Medical Ltd
Replied on 14 March 2023
Hello, Thank you for taking the time to contact us. I am sorry to hear that you have not been receiving your orders as expected and that this has not been resolved for you. So I can look into this further, if possible, please email caring@fittleworth.com for the attention of myself, including your date of birth and address in the email. Please accept my sincere apologies for this level of service and I hope we can come to a resolution for you soon. Kind Regards Hannah, Training Specialist
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Review titled Very bad service, calls don't get answered
Rated 1 star out of 5
by Andy - Posted on 09 January 2023
Fittleworth, just like the NHS, seems to be getting worse over time. Used to be a good company with good customer service but lately, 2022-23, calls are taking over 45mts to answer, emails take 5 days and deliveries get delayed. If it was possible i would go with a different company but they have a captive audience in patients that need their help.
Visited January 2023
Review titled Fittleworth Medical Ltd
Replied on 10 January 2023
Hello, Thank you for taking the time to contact us. I am sorry for the level of service that you have received recently. We are extremely busy at the moment and will answer your call or respond to your email as soon as possible. So I look into any delays to your orders please email caring@fittleworth.com for the attention of myself, including your date of birth and address in the email. Please accept my sincere apologies for any inconvenience we have caused you. Kind Regards Hannah, Training Specialist
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Review titled Appalling
Rated 1 star out of 5
by John Keeble - Posted on 10 January 2023
I had problems with my last 2 orders in 2022 but promised action and eventually sorted. I having been trying to reorder via telephone over the last 2 day and spent an inordinate amount of time on hold and given up on each occasion. I then tried online order but I have mislaid the reference number for my products and online does not recognise that I have been receiving product over 7 years. If can't get through to order, what chance have I got if I have issues?
Visited January 2023
Review titled Fittleworth Medical Ltd
Replied on 11 January 2023
Hello, Thank you for contacting us. I am sorry you have not been able to get through to us to place your order. We are extremely busy at the moment and will answer your call as soon as possible. If you are unable to wait to get through to us on the phone, please email caring@fittleworth.com including your date of birth and address in the email. Please accept my sincere apologies for any inconvenience we have caused you. Kind Regards Hannah, Training Specialist
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Review titled Terrible customer service
Rated 1 star out of 5
by Eddie - Posted on 27 January 2023
Fittleworth replied to my December review, they were very apologetic, and asked me to send my details to there email address, which I am not allowed to include in this post, for the attention of, I am not allowed to name them, and they would investigate and get back to me. I did as asked on the 23rd December and have heard nothing since, it is the 27th January !!!. There replies to complaints on here seem to be only to make it look as if they care but in reality they do nothing.
Visited December 2022
Review titled Fittleworth Medical Ltd
Replied on 31 January 2023
Hello, I am sorry to hear you have not received a response to your previous complaint. Unfortunately I did not receive this email myself, during December we received a high volume of emails and there is a possibility this did not reach us correctly, however this is not acceptable. We take every complaint seriously and I would like to ensure we get to a resolution for you. If you are willing to forward this email again I have advised the team to keep an eye for this email so that I can investigate your complaint and contact you directly. Please accept my sincere apologies for the level of service you have received. Kind Regards, Hannah Training Specialist
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Review titled Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 24 December 2022
I placed my order 2 weeks ago & was promised the delivery on 23/12/22. Called on 23rd & was told my delivery wouldn’t be arriving &to contact a hospital to get my stoma needs. No phone call & has ruined Xmas!!!!. Not the first time this has happened & a don’t care attitude as usual !!!!
Visited December 2022
Review titled Fittleworth Medical Ltd
Replied on 03 January 2023
Hello, Thank you for taking the time to contacting us. I am extremely sorry for the level of service that you have received with the delay to your supplies over Christmas. We experienced some delays during this time however this is not the level of service that we expect and I would appreciate the chance to look into this further to ensure this does not happen again moving forward. Please email caring@fittleworth.com for the attention of myself, including your date of birth and address in the email. Please accept my sincere apologies. Kind Regards Hannah, Training Specialist
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Review titled Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 05 January 2023
Been waiting for my order since 15th December 2022 Unable to contact these people Emails take 48 hours to get a reply, then they don’t reply. The 0800 number never gets answered. They are pretty quick though when they want a sale, forever phoning me
Visited December 2022
Review titled Fittleworth Medical Ltd
Replied on 06 January 2023
Hello, Thank you for taking the time to contact us. I am sorry to hear that you have not received your order and that you have not been able to get through to us. So we can look into this further please do call us on 0800378846 or email us on caring@fittleworth.com and we will answer or respond to your email as soon as possible. Please accept my apologies for the inconvenience caused and i hope we can come to a resolution for you soon. Kind Regards Hannah, Training Specialist
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Review titled Unreliable uncaring customer/patient service
Rated 1 star out of 5
by Anonymous - Posted on 31 December 2022
I initially placed an order for catheters 12th December well in time for beating the Christmas post.Despite advising me 15th Dec that my order would be with me before Xmas but it wasn't. Telephoned 22nd December to check where order was and after waiting in a queue for almost half an hour was met by an abrupt uncaring operator. It has caused me much stress and anxiety over the Christmas period which I could well have done without given my current medical issues. Indeed if the operator I spoke with (eventually after a wait of almost half an hour ) had been more caring and efficient perhaps the problem could have been avoided. However, she chose to merely dismiss the situation and her abrupt advice was for me to try to obtain the required supplies from my local hospital which is some 6 miles away.This was extremely unhelpful especially for a 75 year old pensioner. Fortunately my GP practice and my local pharmacist came to my rescue and sourced sufficient pockets to tide me over the Xmas and New Year period. I eventually received my order from Fittleworth yesterday - a week later than promised asking me to acknowledge safe receipt. It would appear that Fittleworth have real communication problems which require urgent attention and improvement. Firstly , a 27 minute wait was totally unacceptable for a call to be answered. This is a front line operation which appears grossly undermanned. Secondly there seems to be a complete lack of training for those people who answer these calls as the operator I spoke to was both unhelpful and most abrupt in her responses to me as a an elderly person looking for assistance from her.
Visited December 2022
Review titled Fittleworth Medical Ltd
Replied on 04 January 2023
Hello, Thank you for taking the time to contacting us. I am very sorry to hear of the experience you have had recently with the delay to your supplies, waiting to get through to us and the phone call that you had. This is really disappointing to hear and not the level of service that we expect. I would appreciate the chance to look into this further so that we can improve this moving forward and I can speak with you directly, to do so please email caring@fittleworth.com for the attention of myself, including your date of birth and address in the email. Please accept my sincere apologies for the stress this has caused you over the Christmas period. Moving forward we will do all that we can to ensure this does not happen again and that our service continues to provide the high quality that you expect. Kind Regards Hannah, Training Specialist