Fittleworth

Received an email to say my ileostomy pouches were out of stock. Took 50 minutes to get through by phone only to be told to try and source some from my local hospital, GP or pharmacy. Still waiting 6 days later for someone to ring me back with an update. Shock customer service.

Been with Fittleworth for years….they have always delivered a great service until the last six months. Something’s changed. I don’t get a reply to emails and when I call I’m placed in a never ending queue which eventually just cuts off. I’m getting desperate and don’t know what else I can do apart from leaving a harsh review here. I’m not a serial complainer and it pains me to do it.

This is a case of declining standards of performance and an expectation that where there are problems with the system, every effort is made to ensure the customer does not suffer. Apparently my GP did not respond to Fittleworth's request for a prescription to support my request for resupply. Fittleworth asked me to contact the GP and notified me of a delay in delivery.. I did. The prescription was put in the post. Anticipating it would not arrive before the weekend when the Fittleworth office would be closed, I notified Fittleworth. I expected them to put my supplies into the delivery system (as they have done before when issues like this have arisen). They didn't and I was left without supplies for three days. Of course systems are not perfect but the test of a good supplier is to have crisis responsive systems. The situation was aggravated by the total lack of response from Fittleworth to my emails and a refusal to pass me through to their management from the 'reception.'

Throughout my time of ordering from Fittleworths I have never had cause to complain. I always ring in my order as I don’t like doing it any other way and the staff are always so helpful and friendly and can never do enough