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
by Anonymous - Posted on 24 August 2024
I'm a new ostomate, and so far the only order I've received is the one my stoma nurses arranged back at the beginning of July. Every attempt at ordering my bags has resulted in.....nothing! No prescription being received by my drs surgery, my account has been set up incorrectly, and despite being told 2 weeks ago that everything has been rectified, I received a phone call from Fittleworth to say they can't fulfil my next order as they haven't had the prescription. Today I received an email to tell me that ordering the script from the drs is my responsibility (which it isn't). I'm going to speak to my stoma team and ask to change supplier because I can't carry on like this.
Visited August 2024
Review titled Fittleworth Medical Ltd
Replied on 28 August 2024
Good morning, I am so sorry to see this for you. I'd like to look into your account and see how I can get this changed for you. Please can you email me at DRMqueries@fittleworth.com with your full name and DOB and I can investigate this for you. Kindest regards, Laura - Customer Experience Improvement Team Leader
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Review titled Saga of incompetence
Rated 1 star out of 5
by Bryan Davies - Posted on 01 September 2024
A failure to deliver prescribed product, broken promises, and having to wait 40 minutes for telecall to be answered. Refer to my emails over past few days. A saga of lack of delivery, then incorrect products and dearth of communications.
Visited August 2024
Review titled Fittleworth Medical Ltd
Replied on 02 September 2024
Good morning Mr Davies, I am really sorry to see this - this is now the service we want to provide. Please can you send me your DOB and postcode to DRMqueries@fittleworth.com with the items that were incorrect and I can take a look into this for you. Thank you for your time and speak soon. Kind regards, Laura - Customer Experience Improvement Team Leader
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Review titled Very poor service
Rated 1 star out of 5
by Daniel Oldfield - Posted on 12 August 2024
Placed an order on 29th July 2024 and received an email confirmation that my order was received. Waited 12 days for my items to arrive and upon delivery found that i had received no Colostomy bags, having a stoma this is the most important item i required. Called the number on the order form and received a message system saying high demand of calls, advised to email caringatfittleworthdotcom which i did at 8.30am. Its not 2.15pm and I have had no response to my email or that of a follow up and I have also been on hold for the duration of 2hrs 12 minutes across 6 calls and i am still on hold.
Visited August 2024
Review titled Fittleworth Medical Ltd
Replied on 12 August 2024
Hello Mr Oldfield, I am really sorry to see this for you. We are working hard to address the service levels at the moment including our emails and phone lines. We have recently onboarded a team of new starters and have additional temporary heads to assist and bridge the gap. I can only apologise. I can see a replacement order has been sent for you - please send me an email to DRMqueries@fittleworth.com with your DOB so I can confirm what is happening. Thank you in advance, Laura - Customer Experience Improvement Team Leader
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Review titled Absolute waste of time
Rated 1 star out of 5
by Anonymous - Posted on 19 August 2024
Once again, not providing my prescription, despite being given a *month* of prior notice. Once again, not responding to multiple emails. Once again, having to buy nhs provided equipment on ebay. That they are taking money from the NHS for this level of service is bordering on criminal.
Visited August 2024
Review titled Fittleworth Medical Ltd
Replied on 28 August 2024
Good morning, I am really sorry to see you haven't had your orders. Please can you email me at DRMqueries@fittleworth.com with your full name and DOB so I can see what has happened for you? Thank you in advance, Laura - Customer Experience Improvement Team Leader
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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
Fittleworth Medical Ltd has not yet replied.
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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