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 customer service lately
Rated 2 stars out of 5
by Susan - Posted on 25 May 2024
I used to praise Fittleworth. They were always very efficient. Over the past few months their communication has been terrible leaving me distressed and upset. First time they failed to tell me that the gp had not sent prescription so they just left it. This led me to have no supply of catheters. This month I placed my order as I have done for a few years now and again, did not receive my order. When I rang they said computer had been down for a week. Again failed to tell leaving me without catheters. I arranged an emergency supply. 2 boxes came but the 3rd didn't and no complimentary wipes which I always use. I think they can't understand how distressing it is when supplies run out. Thinking if changing companies. Such a shame as they were wonderful initially.
Visited May 2024
Review titled Fittleworth Medical Ltd
Replied on 28 May 2024
Hello Susan, I am so sorry to see that you have been left down with your supplies. I would really like to investigate this for you. Please can you email DRMqueries@fittleworth.com with your full name and DOB and I will look into this for you as it is unacceptable to leave you without your supplies. Kind regards, Laura - Customer Service Experience Improvement Team Leader
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Review titled Awful service -
Rated 1 star out of 5
by Shaaron Kingston - Posted on 31 May 2024
This organisation called me yesterday claiming that my GP had not signed prescriptions off I called Gp who said opposite Called them back. Was kept on hold (after the initial hold) for 35 mins by an advisor who could not be bothered to update me. Tried to make a complaint but clearly this person was incapable and I ended the call. Called back and spoke to another member of staff - supposedly senior staff. She assured me that she would be calling back this morning This has not happened Called again today and have now twice been told that this named advisor will be ringing me back immediately I have now wasted about 75 mins on this (just today) Yesterday similar I am not sure why these people hold people in such disdain and want to ridicule people. I hope they are all having a good laugh As it stands I am without knowledge of when my prescription will be delivered or what is going on. So wrong. These are not luxury or novelty items. I need them for my health. Do they realise that they are dealing with ill people? Who is paying them. I’m assuming the NHS? Will be contacting trading standards about this as I don’t see how this is realistically possible even in these times.
Visited May 2024
Fittleworth Medical Ltd has not yet replied.
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Review titled Can’t believe this
Rated 2 stars out of 5
by David Croft - Posted on 29 May 2024
Ordered from Fittleworth for last ten years same colostomy pouches every month. Just been told they are out of stock and they don’t know when stock is arriving. Why??
Visited May 2024
Review titled Fittleworth Medical Ltd
Replied on 30 May 2024
Good afternoon Mr Croft, I am so sorry to see that your essential supplies are out of stock with no idea of when they are coming. Please can you email DRMqueries@fittleworth.com with your DOB please so I can look into this and update you. Kind regards, Laura - Customer Experience Improvement Team Leader
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Review titled Extremely Dissapointing
Rated 3 stars out of 5
by Roy - Posted on 11 May 2024
I previously had an ileostomy, which was reversed, 6 years ago ..Fittleworh were excellent. I was discharged from a private hospital, four hours from home, five days ago, with a stoma and i’m now recuperating local to this hospital. The NHS Community Nurse here was excellent ordering my ‘new patient’ supplies for next day delivery by courier. On my chasing the delivery, Fittleworth couldn’t find me on their system, even by using their own order confirmation code. Eventually they found me, having entered my date of birth incorrectly, and confirmed the delivery was out. Following no delivery and listening to their recorded phone conversation with the nurse, they confirmed their error and had dispatched to my home address !! Another delivery is supposedly on route to my temporary location here, I’m unable to track it as the code / postcode Fittleworth advised me to use is not acceptable to the courier’s App. I’ve been given no e.t.a. I can’t see the delivery arriving although I hope i’m wrong. It’s the weekend so I’m unable to follow this up if necessary … a new stoma patient just out of hospital recuperating … Stress I don’t need !!! Their new computer system is seriously unfit for purpose.
Visited May 2024
Review titled Fittleworth Medical Ltd
Replied on 13 May 2024
Good morning Roy, I am so sorry to see that you have had problems with your first delivery, it is not the service we want to provide at all. Please can you email me at DRMqueries@fittleworth.com with your full name and DOB and I will look into these errors for you. Thank you in advance. Kind regards, Laura - CS Experience Improvement Team Leader
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Review titled Excellent service
Rated 5 stars out of 5
by Raymond Smith - Posted on 05 March 2024
Do to mix up with stoma nurse, I ran out of stoma bags. Contacted fittleworths and spoke to a very helpful and understanding gentleman, he arranged for a delivery the next day. Sorry I do not remember his name but many many thanks Ray Smith
Visited March 2024
Review titled Fittleworth Medical Ltd
Replied on 06 March 2024
Hello Raymond, Thank you so much for taking the time to leave us a review. I am really pleased to see that we were able to help you when you ran out of supplies, it's our pleasure to be able to help you. Please shout if you ever need support moving forward. Kind regards, Laura - Customer Experience Improvement Team Leader
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Review titled Downturn in service
Rated 1 star out of 5
by Mike Wilson - Posted on 10 July 2024
Unacceptable length of time to answer phone and inability of handler to give a plausible answer. Fittleworth used to ring me to place an order but this seems to have ceased. Have they changed call centre. Handler quoted number of calls, this has never been a problem before. Sent email in June was told they would reply within 48 hours, still waiting.
Visited March 2024
Review titled Fittleworth Medical Ltd
Replied on 10 July 2024
Hello Mr Wilson, Thank you for your review, I am so sorry you have had to wait for your call to be answered and for the email to be replied to. Please may you send me your DOB and postcode to DRMqueries@fittleworth.com so that I can listen to your call? If you are expecting a delivery, please let me know. I can also check that your order reminder is still set up. We are working hard to reduce the call volumes and our emails still waiting to be responded to, I can only apologise and let you know we are working on it. Thank you in advance, Laura - Customer Experience Improvement Team Leader
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Review titled Poor service
Rated 2 stars out of 5
by Susan Whitlock - Posted on 24 January 2024
Since a colostomy in June 2023 I have used Fittleworth to supply pouches etc. due to communication problems between Fittleworth and my surgery, I have had to try all means of ordering eg on line and by phone. This month it was agreed by all parties that my surgery would use the electronic prescription service and a prescription was sent to Fittleworth on 12 January. receipt of which was confirmed by customer services last week and I was told that the supplies would be delivered on 24 January. As there was no "active parcel" on the dpd app I again phoned customer services who informed me that the order had not been sent to dpd for delivery. This was actioned immediately and have been told that the order will be delivered on 25 or 26 January. I wait with baited breathe! My whole experience with Fittleworth has been stressful from the beginning and I can only hope that the service will improve.
Visited January 2024
Fittleworth Medical Ltd has not yet replied.
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Review titled Excellent service
Rated 5 stars out of 5
by Anonymous - Posted on 22 January 2024
Dr didn't send prescription through to Fittleworth so Fittleworth rang them for me Then they sent prescription at a very quick delivery as we're needed.wonderful service and also I could track delivery time .thank you
Visited January 2024
Review titled Fittleworth Medical Ltd
Replied on 22 January 2024
Good afternoon, Thank you so much for taking the time to leave us a lovely review - I am glad we have been able to help you when you needed it and get your supplies to you. Kind regards, Laura - Customer Experience Improvement Team Leader
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Review titled Fantastic service
Rated 5 stars out of 5
by Mark - Posted on 13 December 2023
I have used Frittlelworth for over 3yrs. The service is excellent they go above and beyond to help Staff are polite and friendly nothing is too much trouble
Visited December 2023
Review titled Fittleworth Medical Ltd
Replied on 14 December 2023
Hi Mark, Thank you so much for the lovely feedback, it is really nice to see! I am really pleased that you are happy with Fittleworth and will share this with the team! Take care and have a lovely Christmas! Laura - Customer Experience Improvement Team Leader
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Review titled Terrible service
Rated 1 star out of 5
by Amanda Bamber - Posted on 02 January 2024
This company has claimed our prescription but we are still awaiting delivery. We will soon be taking an A and E appointment needlessly with an elderly gentleman in retention as they are refusing to send prescription.
Visited December 2023
Review titled Fittleworth Medical Ltd
Replied on 03 January 2024
Hi Amanda, Thank you for providing this feedback - I am so sorry to see that this has happened. I would like to have a further look into this - please can you email me at caring@fittleworth.com FAO Laura with the clients full name and DOB so I can see how this has happened and make sure the gentleman gets what he needs. Kind regards, Laura - Customer Experience Improvement Team Leader