Text size

Theme

Language

"Urostomy pouches order"

About: Fittleworth Medical Ltd

In July 2024, I placed an order with Fittleworth by email for 3 boxes each containing 10 urostomy pouches. It took 7 days to receive a reply with an estimated date of delivery. But 2 days before delivery date, I received an email from Fittleworth to say that prescription had not been received from doctor`s surgery.

Due to this, I placed 2 further orders with Fittleworth each for 3 boxes of 10 urostomy pouches. Again I received reply 7 days later with expected delivery date, but again 2 days before delivery received email with the same message as before - prescription not received, delivery delayed.

I contacted by doctors surgey who informed me that they had not received any prescription request from Fittleworth, nor any resent request, but, in the circumstances, she would issue an emergency prescription for 6 boxes each of 10 urostomy pouches - i.e. 60 pouches which would fulfill my orders.

I emailed Fittleworth to inform them of this.

I did receive a delivery on 3 Aug of 2 boxes each of 10 pouches.

I emailed Fittleworth to ask where rest of the order was but only reply was "prescription not received, delivery delayed".

Similarly I have continued to receive the same message over more recent days.

Fittleworth do not reply to actual content of my emails.

Further to this, I sent a complaint via email to Fittleworth with details of my experience and also highlighted what the doctors surgery had said about not receiving prescription request. To date, I have not received a reply.

Despite telling Fittleworth not to phone me as I have hearing difficulties with mobile phone, one of their Customer Service Advisors phoned me on 7 Aug. I could not hear her and asked her to email me. I still have not received a reply.

I did receive 1 box of 10 urstomy pouches yesterday but no explanation and no email message to say what it was for or when I will receive the outstanding orders.

This has been an extremely stressful experience, which resulted in me being physically sick with stress and worry last night. Further to this, I am extremely worried that with limited supplies of bags I am going to have to resort to wearing the same bag for 2 - 3 days which will not only be uncomfortable but also will carry health risk due to build up of waste in the bag.

I am seriously considering changing my supplier as I cannot continue with a company which shows little regard for its customers needs, cannot answer questions, and shows little respect for its customer.

nhs.uk logo
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Fittleworth Medical Ltd 11 months ago
Fittleworth Medical Ltd
Submitted on 12/08/2024 at 10:22
Published on nhs.uk at 10:22


Good morning Mr Beddard,

I am so sorry to see you have had so many problems and issues with your delivery, I can only apologise at this point. Please may you send me your DOB and confirm your GP practice for me at DRMqueries@fittleworth.com so I can chase your delivery?

Thank you in advance,

Laura - Customer Experience Improvement Team Leader

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k