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 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
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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.