Fittleworth Medical Ltd
2 Henry Lock Way, Littlehampton, West Sussex, BN17 7FBPatient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Fittleworth Medical Ltd.
Reviews
-
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
-
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
-
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
-
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
-
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.
-
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
-
Review titled Terrible service
Rated 1 star out of 5
by Peter Owen - Posted on 11 June 2024
Started intermittent catheterisation a few months ago and my first supply, arranged by the hospital, arrived the following day. I placed my first order for further supplies, received an automatic acknowledgement and since then nothing. I rang as I was starting to run out and there were apologies and a promise the delivery would be on June 10th. That was yesterday, there's no sign of it and if it weren't for the hospital helping out I don't know what I would have done. I'll be making alternative arrangements from now on.
Visited May 2024
Review titled Fittleworth Medical Ltd
Replied on 17 June 2024
Good morning Mr Owen, I am so sorry to see that you have had a problem with your supply. I would like to investigate this to make sure you have received an order and what caused it to be delayed. Please email DRMqueries@fittleworth.com with your DOB and I will take a look at this for you. Thank you for your time. Kindest regards, Laura - Customer Experience Improvement Team Leader
-
Review titled Disappointing customer service
Rated 2 stars out of 5
by David Sutton - Posted on 16 May 2024
Not notified that ordering supplies has changed and GPs are not accepting requests from third parties. Given false information and different versions of my order. Not passed on full information to dpd so no conformation email or text to track delivery.
Visited May 2024
Review titled Fittleworth Medical Ltd
Replied on 16 May 2024
Good afternoon Mr Sutton, Thank you for bringing this to our attention. I am so sorry to see you are having problems. You should normally receive notification directly from your GP - however, I would like to look into this for you to make sure we have given you the information you need. Please can you email me at DRMqueries@fittleworth.com with your full name and DOB and I will look into your account. Thank you in advance. Laura - Customer Experience Improvement TL
-
Review titled Uninformed
Rated 1 star out of 5
by Sharon Christon - Posted on 28 May 2024
I placed my order on 13/5/2024 and have not received my order. I was told it would arrive on Saturday 26/05/2024. I got a partial order. There were no colostomy bags which I had none of as they were out of stock. I was only made aware of this on Tuesday 28/05/2024. I have had to tape a sanitary towel to my stoma. No alternative was sent and had I been made aware the bags were out of stock I could have gone to hospital. It was a bank holiday weekend so have been unable to source any bags. Very disappointed
Visited May 2024
Review titled Fittleworth Medical Ltd
Replied on 28 May 2024
Hi Sharon, I am so sorry to see that you haven't had the supplies you need, it isn't acceptable and I would like to investigate this and make sure you have what you need. Please can you email DRMqueries@fittleworth.com with your DOB and I will look into this for you. Kind regards, Laura - Customer Experience Improvement Team Leader
-
Review titled One of the worst companies I have ever dealt with
Rated 1 star out of 5
by Ben Paton - Posted on 09 May 2024
I've been using Fittleworth Medical for my stoma supplies since my surgery last August when the Southampton Stoma Nurse team signed me up to them, unfortunately, it's been a disappointing experience. Despite the critical nature of these supplies, I've found myself constantly chasing after my orders every single time. My prescriptions seem to get stuck repeatedly, forcing me to follow up extensively just to ensure I don't run out. This has been a source of unnecessary stress, especially given the importance of these supplies for daily management. I'm still waiting for an order that was never dispatched and have now given up with this company. Due to these ongoing issues, I've decided to switch to another provider, who has already shown more reliability and efficiency. I truly hope Fittleworth can improve their service for the sake of other customers relying on them.
Visited May 2024
Fittleworth Medical Ltd has not yet replied.