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 Poor service
Rated 1 star out of 5
by Anonymous - Posted on 04 October 2024
I am currently waiting for a delivery that my stoma nurse put in over the phone while I was with the nurse. The order was placed on Sept 23 and was supposed to be delivered yesterday on Oct 03. The order hasn’t arrived, there’s no evidence of it in my dpd app so clearly it hasn’t been dispatched. I’ve not even received any confirmation by email or text of this order from Fittleworth. The only evidence of the order is in my nhs app. The online ordering system is appalling and doesn’t tally with phone orders at all. There are long waits to get through to them on the phone and the holding message gives out the wrong web address!
Visited October 2024
Review titled Fittleworth Medical Ltd
Replied on 07 October 2024
Good morning, I am sorry to see that the order has been delayed for you. Please can you send me your full name and DOB to DRMqueries@fittleworth.com so that I can check what has happened for you? Kind regards, Laura - Customer Experience Improvement Team Leader
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Review titled Very disappointed
Rated 3 stars out of 5
by Anonymous - Posted on 17 October 2024
My wife delivery should have been sent out on Wed of this month unfortunately no delivery came and today is Thursday we are hoping to get it by Fri your company has let my wife down this is the second time I have had to complain as a few months ago it was left at another house shocking I hope you look at this and try and get to the matter sorted
Visited October 2024
Review titled Fittleworth Medical Ltd
Replied on 17 October 2024
Hello, I am so sorry to see that your wife has not received her supplies as agreed. Please can you urgently send me her full name and DOB to DRMqueries@fittleworth.com so I can see what has gone on? Thank you so much. Laura - Customer Experience Improvement Team Leader
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Review titled Too difficult to order by phone
Rated 1 star out of 5
by Lawrence Meehan - Posted on 10 October 2024
Tried to order by phone but left waiting for ages and then I was in a queue . The system used to be much easier but almost impossible now .
Visited October 2024
Review titled Fittleworth Medical Ltd
Replied on 11 October 2024
Good morning Mr Meehan, Thank you for your time to leave a review. I am really sorry to see you haven't been able to get through to us. I will get a call to you today to place an order and see how we can help for next time. Take care and speak soon. Kind regards, Laura - Customer Experience Improvement Team Leader
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Review titled Bad staff
Rated 3 stars out of 5
by David couper - Posted on 11 October 2024
I place a order with Fittleworths in September 2024 Having received a text message in October saying that could not get in touch with my doctors I contacted my doctors they said there has no contact for Fittleworth only in June 2024 To a insult to injury they try to tell me my doctors of over a thousand patients had changed email address This firm is discusseding
Visited October 2024
Review titled Fittleworth Medical Ltd
Replied on 14 October 2024
Good morning Mr Couper, I am really sorry to see this, it is not acceptable to wait for your supplies for this long. Please can you send me your postcode and DOB to DRMqueries@fittleworth.com so I can ensure I have the right account for you? I can then check to see what has happened and give you an update on your order. Kindest regards, Laura - Customer Experience Improvement Team Leader
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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