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"Very poor service"

About: Fittleworth Medical Ltd

Struggling to know when stoma supplies will be received. Have been repeatedly told by Fittleworth to order when have around 2 weeks supplies left, but have been ordering earlier, as orders are taking much longer. I am having to contact you about every order placed, as I don't receive any communication about a delivery date. When I contact you, I am usually given a delivery date in another 2 weeks time (after already waiting 2-3 weeks), so am having to request an earlier delivery date, otherwise your delivery turn around is longer than the monthly prescription, so I would run out of supplies.

I chased up one order recently after around 3 weeks, and was told it hadn't been processed (even though it was showing on my online order history). You said it was a misunderstanding as I had phoned you around the same time to chase up the part delivery of the previous months order.

It is hard to get in touch, as there is usually a 45 minute call wait. E-mails always take 2 days to be replied to, so if there is a chain of e-mails, it takes too many days.

When calling customer service, they blamed not receiving prescriptions, but I can't believe this can cause an extra 2+ week delay, as it is the same repeat prescription.

Received an automated e-mail reply after ordering earlier this week saying delivery will be in 8-10 days, but received a call saying delivery couldn't be until 17th January. This is 27 days - even taking into consideration Christmas, this is far longer than the 8-10 days you promise.

Really poor service. It shouldn't have to be an issue worrying that supplies won't arrive in time as patients are relying on you - if they run out because your delivery times are far higher than promised, they are unable to get the supplies elsewhere.

I have tried speaking to customer service already.

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Responses

Response from Fittleworth Medical Ltd 4 months ago
Fittleworth Medical Ltd
Submitted on 04/01/2022 at 08:54
Published on nhs.uk at 21:23


We are very sorry you've had a bad experience with our service. We would appreciate the opportunity to look into it. Could you please contact us via caring@fittleworth.com and register a complaint with us.

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