Report Review

  • Hidden
  • Hidden
  • Please state why you have reported this review. Reviews that violate our Review Guidelines or Terms & Conditions will be removed.
  • This field is for validation purposes and should be left unchanged.

Find A Provider By Searching Below

Or Read The Latest Reviews Below

Filter Reviews

Provider
Reply From Provider
Overall Rating
Time Frame

Arthur, December 2021

5.00 out of 5
Reliability
Communication
Product Range
Friendliness

Excellent service

Excellent service

Carolanne, November 2021

5.00 out of 5
Reliability
Communication
Product Range
Friendliness

Service excellent .Always feel there is someone to talk to .THANK's

Service excellent .Always feel there is someone to talk to .THANK's

Roger, November 2021

2.50 out of 5
Reliability
Communication
Product Range
Friendliness

Every single time I try to order a repeat prescription Fittleworth say thay do not have it. I then spend ages contacting my surgery who confirm that they have indeed issued the prescription to Fittleworth and when I call Fittleworth back they magically find it.

Every single time I try to order a repeat prescription Fittleworth say thay do not have it. I then spend ages contacting my surgery who confirm that they have indeed issued the prescription to Fittleworth and when I call Fittleworth back they magically find it.

Rachel, November 2021

5.00 out of 5
Reliability
Communication
Product Range
Friendliness

The staff are immensely helpful and empathetic to any situation which may mean a different way of ordering or quantities that need changing. They are very knowledgeable and if they can’t answer a question will respond with an answer quickly from their stoma nurse. I would never change to another provider after 6 years.

The staff are immensely helpful and empathetic to any situation which may mean a different way of ordering or quantities that need changing. They are very knowledgeable and if they can’t answer a question will respond with an answer quickly from their stoma nurse. I would never change to another provider after 6 years.

Summer, November 2021

5.00 out of 5
Reliability
Communication
Product Range
Friendliness

I was having issues with my supplier as they were out of stock of my current stoma bags, I posted this on my Instagram. Natalie from Respond reached out and said they could help if I needed. Within 10 minutes I received a phone call from their home delivery team sorting me out with a delivery for the stock I needed. The gentleman on the phone was very helpful and arranged for me to have. Read more

I was having issues with my supplier as they were out of stock of my current stoma bags, I posted this on my Instagram. Natalie from Respond reached out and said they could help if I needed. Within 10 minutes I received a phone call from their home delivery team sorting me out with a delivery for the stock I needed. The gentleman on the phone was very helpful and arranged for me to have a delivery within a few days so I wasn’t left without, as I was running low. The delivery arrived on time and with all the right contents. I even received a phone call from respond a day after my delivery to check it had all arrived safely and to check everything was okay with my order. All the staff were so friendly and helpful. I’m going to switch providers to respond because of the brilliant service I have received.

Phillipa, November 2021

5.00 out of 5
Reliability
Communication
Product Range
Friendliness

The Respond team are very helpful they made me feel very comfortable with helping me with everything I needed and I think it’s lovely that they like to check in with you too!

The Respond team are very helpful they made me feel very comfortable with helping me with everything I needed and I think it’s lovely that they like to check in with you too!

Very, October 2021

1.00 out of 5
Reliability
Communication
Product Range
Friendliness

AmCare are just like the products they supply - a bag of ****!

AmCare are just like the products they supply - a bag of ****!

Stephen, October 2021

1.75 out of 5
Reliability
Communication
Product Range
Friendliness

I stopped using Amcare in July after months of lost orders, problems sending pharmacy requests, and at times getting very close to running out of stoma supplies. The telephone staff however were always very cheerful despite the system being diabolical. To top it all I’ve just received a parcel from them today (I’ve not placed an order with them since July), containing one item which I used to order, with an invoice enclosed with NO. Read more

I stopped using Amcare in July after months of lost orders, problems sending pharmacy requests, and at times getting very close to running out of stoma supplies. The telephone staff however were always very cheerful despite the system being diabolical. To top it all I’ve just received a parcel from them today (I’ve not placed an order with them since July), containing one item which I used to order, with an invoice enclosed with NO explanation and NO order date. So the excuse they’ve been using about the old system being terrible and outdated, seems to have been transferred to the new system, as that seems to be just as bad.

Bridget, October 2021

2.25 out of 5
Reliability
Communication
Product Range
Friendliness

I have been with Respond for a very long time and have experienced unacceptable service from Respond in the last 2 years. In the beginning they were very good. I placed an order 15 days ago and still chasing for a delivery date for basic stoma supplies. I would give no stars if there was an option for reliability

I have been with Respond for a very long time and have experienced unacceptable service from Respond in the last 2 years. In the beginning they were very good. I placed an order 15 days ago and still chasing for a delivery date for basic stoma supplies. I would give no stars if there was an option for reliability

Reply from Respond Healthcare
20th October 2021

Thank you for your review, Bridget. I am most concerned to read your comments about our service and sincerely apologise about this. I would very much welcome the opportunity to have a chat with you to understand more, and for me to investigate and put things right. Please would you call us on 0800 220 300 and ask to speak to me directly. Thank you.

Regards

Garry, Customer Experience Manager - Respond Healthcare

Peter, October 2021

5.00 out of 5
Reliability
Communication
Product Range
Friendliness

I have been a customer of charte since 2016. In all those years I have excellent service. The Staff are professional, experienced, friendly, and so kind to me when I’ve had a problem with my surgery sending my prescription for a few days. I can’t think of any other company I have dealt with who are as efficient as Charter. I am so grateful to receive such amazing service. Thank you to such wonderful people. Read more

I have been a customer of charte since 2016. In all those years I have excellent service. The Staff are professional, experienced, friendly, and so kind to me when I’ve had a problem with my surgery sending my prescription for a few days. I can’t think of any other company I have dealt with who are as efficient as Charter. I am so grateful to receive such amazing service. Thank you to such wonderful people to deal with. Best regards Peter Casey

Mandy, October 2021

5.00 out of 5
Reliability
Communication
Product Range
Friendliness

Amcare are just super there friendly have my orders posted straight away and I received a beautiful gift for being a customer of native wildflower seed balls in a lovely little sack bag so Thank You for this it’s lively and I appreciate it Best wishes Mandy Tait

Amcare are just super there friendly have my orders posted straight away and I received a beautiful gift for being a customer of native wildflower seed balls in a lovely little sack bag so Thank You for this it’s lively and I appreciate it Best wishes Mandy Tait

thomas, October 2021

2.50 out of 5
Reliability
Communication
Product Range
Friendliness

delivery sent to wrong address TWICE!! the second time was them trying to rectify it but still some how messed up ,30mins to get through to an operator , a year ago calls where picked up in under 5mins and never had any problems in my 15years of using them , but recently there levels have dropped i hope they get there standereds to where they should be .

delivery sent to wrong address TWICE!! the second time was them trying to rectify it but still some how messed up ,30mins to get through to an operator , a year ago calls where picked up in under 5mins and never had any problems in my 15years of using them , but recently there levels have dropped i hope they get there standereds to where they should be .

Lissa, October 2021

5.00 out of 5
Reliability
Communication
Product Range
Friendliness

Fittleworth have been consistently good for the last 8 years, with a selection of different products, Always friendly on the phone. And the products are good quality and delivery great.

Fittleworth have been consistently good for the last 8 years, with a selection of different products, Always friendly on the phone. And the products are good quality and delivery great.

Vilma, October 2021

4.75 out of 5
Reliability
Communication
Product Range
Friendliness

I have never had a problem with Respond ,polite and friendly staff ,order always delivered on date given Would not change supplier

I have never had a problem with Respond ,polite and friendly staff ,order always delivered on date given Would not change supplier

Dee, October 2021

5.00 out of 5
Reliability
Communication
Product Range
Friendliness

Best firm I have ever known . Reliable..have never let me down always get what I order Wonderful firm would use no other

Best firm I have ever known . Reliable..have never let me down always get what I order Wonderful firm would use no other

Reply from Respond Healthcare
21st October 2021

Thank you for your review, Dee. It’s great to read your positive feedback about Respond.

Regards

Garry, Customer Experience Manager - Respond Healthcare

Janet, September 2021

1.00 out of 5
Reliability
Communication
Product Range
Friendliness

For months now I have had problems with my daughters medical supplies. I have had them loose Prescriptions and I have actually ran out of supplies because they have not been able to deliver products. Appalling customer service.

For months now I have had problems with my daughters medical supplies. I have had them loose Prescriptions and I have actually ran out of supplies because they have not been able to deliver products. Appalling customer service.

Liz, September 2021

3.25 out of 5
Reliability
Communication
Product Range
Friendliness

Had my stoma since Feb 2020. Ordering online is easy but then I get an email back saying they will confirm my order but they never do. Never any confirmation of order or information about when it will be delivered it just arrives about 2 weeks later. Generally the order is correct but sometimes missing items. They don't seem to notice if everything that has been ordered doesn't come through on the prescription. If something. Read more

Had my stoma since Feb 2020. Ordering online is easy but then I get an email back saying they will confirm my order but they never do. Never any confirmation of order or information about when it will be delivered it just arrives about 2 weeks later. Generally the order is correct but sometimes missing items. They don't seem to notice if everything that has been ordered doesn't come through on the prescription. If something is missing you have to phone them and chase it up. I now tend to put my order in a month before I run out because of the uncertainty around when it will be delivered. This time I ordered over 2 weeks ago and still nothing has arrived. I'm looking for a new delivery company

Marg, September 2021

2.00 out of 5
Reliability
Communication
Product Range
Friendliness

Totally gone downhill in my opinion, they were good, but no longer. Last month I was on hold on the phone for a very very long time, moving backwards in a queqe I hung up tried next day same thing, I eventually decided to email them got a response back two days later with an apology but told me order now placed….a month later I still don’t have the order, tried ringing again, still on. Read more

Totally gone downhill in my opinion, they were good, but no longer. Last month I was on hold on the phone for a very very long time, moving backwards in a queqe I hung up tried next day same thing, I eventually decided to email them got a response back two days later with an apology but told me order now placed….a month later I still don’t have the order, tried ringing again, still on hold a very long time, finally got through only to discover order never been placed…so I would never have received it. The agent said I should just keep on hold when I ring, and not out phone down as they are busy all day long…how can you do that when you are dealing with the care of a cancer patient, don’t have the time to waste…time to,change suppliers I think …lots of complaints on the illeostomy forums too…what’s happened Fittleworth.

Linda, September 2021

5.00 out of 5
Reliability
Communication
Product Range
Friendliness

I am new to stoma care so am a bit unsure. I have had problems over many weeks with leaks, especially at night. It became so much of a problem that I slept sitting up to try and stop the leaking. Through my stoma nurse, after several hiccups I obtained samples of convex bags to try. Immediately the leaks stopped for me so I asked to change to convex bags. This was approved, but I. Read more

I am new to stoma care so am a bit unsure. I have had problems over many weeks with leaks, especially at night. It became so much of a problem that I slept sitting up to try and stop the leaking. Through my stoma nurse, after several hiccups I obtained samples of convex bags to try. Immediately the leaks stopped for me so I asked to change to convex bags. This was approved, but I had only been sent a few samples and was running desperately short of convex bags. I rang Response and they had no record of the change to my requirement, so Julia, I believe her name was, immediately took charge of the situation. She contacted the nurses and arranged the prescription. She could not have been more helpful or understanding., and today—4 days later , I received my new supply of convex bags. I can’t thank Julia and Respond enough.! ! It’s difficult coming to terms with and dealing with a stoma , so finding such an excellent service with such knowledgeable staff is an enormous reassurance. Thank you so much!!

Reply from Respond Healthcare
21st October 2021

Thank you for your review, Linda. It’s lovely to hear how our service has supported and reassured you. I am so pleased that we have been able to help.

Regards

Garry, Customer Experience Manager - Respond Healthcare

Steve, September 2021

1.75 out of 5
Reliability
Communication
Product Range
Friendliness

I have tried phoning several times at different times of the day, it is always the same response "we are dealing with an increase in calls" that's all I get, spent another 20 minutes on the phone waiting for someone to answer this morning, very poor.

I have tried phoning several times at different times of the day, it is always the same response "we are dealing with an increase in calls" that's all I get, spent another 20 minutes on the phone waiting for someone to answer this morning, very poor.

Colin, September 2021

5.00 out of 5
Reliability
Communication
Product Range
Friendliness

Thank you so much securicare for every thing you have done for me in the last 20 years …..always on the end of a phone line to answer any questions I have

Thank you so much securicare for every thing you have done for me in the last 20 years …..always on the end of a phone line to answer any questions I have

Vikki, September 2021

1.00 out of 5
Reliability
Communication
Product Range
Friendliness

I wish there were no stars.

I wish there were no stars.

Marion, September 2021

1.00 out of 5
Reliability
Communication
Product Range
Friendliness

Catastropic

Catastropic

Amin, September 2021

1.00 out of 5
Reliability
Communication
Product Range
Friendliness

Absolutely shocking service. They stopped delivering re-supplies, stopped answering phones or responding to emails. Funnily enough they still responded to social media criticism because they didn’t want people complaining publicly; in fact they went as far as blocking me from their Twitter. Overall, unforgivable customer service. Absolute shite.

Absolutely shocking service. They stopped delivering re-supplies, stopped answering phones or responding to emails. Funnily enough they still responded to social media criticism because they didn’t want people complaining publicly; in fact they went as far as blocking me from their Twitter. Overall, unforgivable customer service. Absolute shite.

John, September 2021

1.00 out of 5
Reliability
Communication
Product Range
Friendliness

Someone finally phoned me after me leaving numerous social media posts, and the explanation I was given for their failings make one picture something out of an Ealing Comedy. Their IT ‘upgrade’ meant that orders weren’t getting transmitted from the Sales dept to the Dispatch dept. So picture the dispatch supervisor & their staff sitting around all day with their thumbs up their arses thinking what a good life they were having & not telling. Read more

Someone finally phoned me after me leaving numerous social media posts, and the explanation I was given for their failings make one picture something out of an Ealing Comedy. Their IT ‘upgrade’ meant that orders weren’t getting transmitted from the Sales dept to the Dispatch dept. So picture the dispatch supervisor & their staff sitting around all day with their thumbs up their arses thinking what a good life they were having & not telling anyone that they weren’t getting any orders to send out. And picture the Warehouse supervisor & their staff wondering why they had no warehouse space left for their incoming stocks. And the Finance Director wondering why nothing was getting invoiced out. And the Customer Service manager wondering why they suddenly had so many complaints that their phone system crashed. And no one thinking that a solution might be for Sales to print out the sales orders and physically give them to Dispatch. And 12 weeks they still haven’t solved the problem. Pathetic.

Disgruntled, September 2021

1.00 out of 5
Reliability
Communication
Product Range
Friendliness

Absolutely and totally useless. They don’t deliver. They don’t answer their phones. They don’t respond to emails. Worst service imaginable. Ought to be prosecuted under the Trade Descriptions Act as they definitely don’t do what they advertise.

Absolutely and totally useless. They don’t deliver. They don’t answer their phones. They don’t respond to emails. Worst service imaginable. Ought to be prosecuted under the Trade Descriptions Act as they definitely don’t do what they advertise.

Irene, August 2021

5.00 out of 5
Reliability
Communication
Product Range
Friendliness

Have been getting products for a year and staff really friendly and delivery quick.

Have been getting products for a year and staff really friendly and delivery quick.

Malcolm, August 2021

1.50 out of 5
Reliability
Communication
Product Range
Friendliness

I have been with Amcare for about 10 years and apart from the odd glitch I have been satisfied with the service l have received. This changed several months ago when their service dropped below zero. I was left waiting for products and spent ages on the phone trying to get through to them. I was repeatedly told that a new system had been installed and the problems would be sorted out soon. I got. Read more

I have been with Amcare for about 10 years and apart from the odd glitch I have been satisfied with the service l have received. This changed several months ago when their service dropped below zero. I was left waiting for products and spent ages on the phone trying to get through to them. I was repeatedly told that a new system had been installed and the problems would be sorted out soon. I got critically low on supplies and then only received a part order and the most important part of my order was missing. The last straw was when they sent a order for stoma bags I don’t even use and on contacting them they categorically ordered them. That was the end of Amcare for me and I contacted my stoma nurse who recommended I move to another supplier which I have done so.

Julia, August 2021

5.00 out of 5
Reliability
Communication
Product Range
Friendliness

Had my colostomy bag about a year now and the response team are fantastic can’t fault any of the staff highly recommended

Had my colostomy bag about a year now and the response team are fantastic can’t fault any of the staff highly recommended

Reply from Respond Healthcare
21st October 2021

Thank you for your review, Julia. It’s great to know you find our team fantastic and that you would recommend our service.

Regards

Garry, Customer Experience Manager - Respond Healthcare

Rodney, August 2021

1.75 out of 5
Reliability
Communication
Product Range
Friendliness

It’s almost impossible to get through to amcare. Once made contact we are told the same excuses every time. We are getting no where fast, just going round in circles. Dreadful service. Never call back. Completely run out of medical supplies and no one seems to care.

It’s almost impossible to get through to amcare. Once made contact we are told the same excuses every time. We are getting no where fast, just going round in circles. Dreadful service. Never call back. Completely run out of medical supplies and no one seems to care.

Val, August 2021

2.00 out of 5
Reliability
Communication
Product Range
Friendliness

Absolute Nightmare. 3 Times they have not delivered on time. Leaving Me Desperately short of bags.. Staff are Stressed .. being switched from other jobs within the Co.' to cope.. with massive complaints (with little training.) Literally thinking can I use a Quavers 6 pack bag with Fragile Tape. Stessed to fk. Promised The Manager would ring.. 6 times to apologise. I want compensation.. Their staff are actually receiving Death Threats . This site appears. Read more

Absolute Nightmare. 3 Times they have not delivered on time. Leaving Me Desperately short of bags.. Staff are Stressed .. being switched from other jobs within the Co.' to cope.. with massive complaints (with little training.) Literally thinking can I use a Quavers 6 pack bag with Fragile Tape. Stessed to fk. Promised The Manager would ring.. 6 times to apologise. I want compensation.. Their staff are actually receiving Death Threats . This site appears to have been Hacked . My bags been hanging like a macrame hanging basket. Thanks.

keith, August 2021

3.50 out of 5
Reliability
Communication
Product Range
Friendliness

disgusted with the sevice that i have recieve 10 days and still waiting i have been a client for a few years but that dosen't seem to matter,the courier service is non exsistant they phone says calls are monitered so they know when i ordered i put 1 star for realibility as my first comments closed but i would give them no starsstaff are nice as can be but thats as far as it goes

disgusted with the sevice that i have recieve 10 days and still waiting i have been a client for a few years but that dosen't seem to matter,the courier service is non exsistant they phone says calls are monitered so they know when i ordered i put 1 star for realibility as my first comments closed but i would give them no starsstaff are nice as can be but thats as far as it goes

John, August 2021

2.25 out of 5
Reliability
Communication
Product Range
Friendliness

Like so many of your customers complaints I can only say that I have the same grouses regarding communication, delivery, and contact from Amcare. At the moment I am still waiting for a 'manager' to call me to say that a non delivery of stoma bags has been sorted. Having read several revues I was dismayed to see that each one was answered with the same stock answer. There was never any bother when BCA. Read more

Like so many of your customers complaints I can only say that I have the same grouses regarding communication, delivery, and contact from Amcare. At the moment I am still waiting for a 'manager' to call me to say that a non delivery of stoma bags has been sorted. Having read several revues I was dismayed to see that each one was answered with the same stock answer. There was never any bother when BCA Direct was my supplier. When I do finally have my problem resolved I will definitely be changing my supplier

Reply from AmcareTM Group
13th August 2021

Hi John, thanks for taking the time to let us know about your experience. The problems we had with our software upgrade are now largely resolved so we're sorrry to hear that you are still waiting for your delivery and a manager call back. We would be happy to look into this further for you if you can either call the Care Centre on 0800 88 50 50, or if you have social media and would prefer to send us a message on there, then we would be happy to help.

Regards

Sally, Customer Experience Team - AmcareTM Group

Malcolm, August 2021

5.00 out of 5
Reliability
Communication
Product Range
Friendliness

I was impressed with respond from the first phone call - nothing was too much trouble and I felt that everything was done to accommodate me.

I was impressed with respond from the first phone call - nothing was too much trouble and I felt that everything was done to accommodate me.

Reply from Respond Healthcare
21st October 2021

Thank you for your review, Malcom. I’m really pleased to hear how impressed you are with our service.

Regards

Garry, Customer Experience Manager - Respond Healthcare

Stephen, July 2021

5.00 out of 5
Reliability
Communication
Product Range
Friendliness

I've always found the service I receive from Securicare Medical Ltd brilliant. From their friendly, helpful telephonist to their equally friendly delivery driver. A seamless, efficient service gets a BIG thank you from me.

I've always found the service I receive from Securicare Medical Ltd brilliant. From their friendly, helpful telephonist to their equally friendly delivery driver. A seamless, efficient service gets a BIG thank you from me.

Lesley, July 2021

5.00 out of 5
Reliability
Communication
Product Range
Friendliness

Absolutely the best! My order always comes within 2 days and sometimes the next day. Luckily my doctor's receptionists are also very quick at approving my prescription. Staff are very knowledgeable and always have time to talk and advise without making you feel rushed.

Absolutely the best! My order always comes within 2 days and sometimes the next day. Luckily my doctor's receptionists are also very quick at approving my prescription. Staff are very knowledgeable and always have time to talk and advise without making you feel rushed.

Pat, July 2021

1.75 out of 5
Reliability
Communication
Product Range
Friendliness

This company is probably the worse I havevever dealt with. I am critically short of bags after being promised an urgent delivery, what am I going to do now. The stress and worry is awful.

This company is probably the worse I havevever dealt with. I am critically short of bags after being promised an urgent delivery, what am I going to do now. The stress and worry is awful.

Reply from AmcareTM Group
13th August 2021

Hi Pat, we're so sorry to hear that you are short of product which is causing you stress and worry, and would really like to get this resolved for you. Can we please ask you to call the Care Centre on 0800 88 50 50, send an email to enquiry@amcaregroup.co.uk or contact us through our social media channels on Facebook or Twitter so that we can look into this further for you.

Regards

Sally, Customer Experience Team - AmcareTM Group

Arthur, July 2021

5.00 out of 5
Reliability
Communication
Product Range
Friendliness

Respond are ultra-reliable and have even on one occasion gone to extreme lengths to get me the equipment I required in an emergency situation. I have never been disappointed or let down when I have ordered stoma-related products. Respond, over the 20 years, I have been receiving products from Respond they have always kept me informed of new ranges of products. They communicate with me, the customer, in the friendliest of manners and provide me. Read more

Respond are ultra-reliable and have even on one occasion gone to extreme lengths to get me the equipment I required in an emergency situation. I have never been disappointed or let down when I have ordered stoma-related products. Respond, over the 20 years, I have been receiving products from Respond they have always kept me informed of new ranges of products. They communicate with me, the customer, in the friendliest of manners and provide me with information to enable me to make an informed judgment, thereby giving me confidence in the products that I use. I have also visited them in the Open Days they provide and this is also great for face to face communication and to see the range of products they have available.

Reply from Respond Healthcare
21st October 2021

Thank you for your review, Arthur. It's great to read your lovely comments about our service.

Regards

Garry, Customer Experience Manager - Respond Healthcare

tracie, July 2021

5.00 out of 5
Reliability
Communication
Product Range
Friendliness

My experience with respond has been next to none, they are extremly efficient, and have gone out there way to order me my supplies when i had an issue, excellent service that couldnt be improved.

My experience with respond has been next to none, they are extremly efficient, and have gone out there way to order me my supplies when i had an issue, excellent service that couldnt be improved.

Reply from Respond Healthcare
21st October 2021

Thank you for your review, Tracie. It’s great to know you find our service efficient and we were able to help when you had an issue.

Regards

Garry, Customer Experience Manager - Respond Healthcare

Hayley, July 2021

2.25 out of 5
Reliability
Communication
Product Range
Friendliness

Absolutely shocking service and communication from Amcare, no follow up on calls, promise to ring you back and never do. Never take responsibility and no urgency or understanding to your situation.The worse company I have ever used.

Absolutely shocking service and communication from Amcare, no follow up on calls, promise to ring you back and never do. Never take responsibility and no urgency or understanding to your situation.The worse company I have ever used.

Reply from AmcareTM Group
13th August 2021

Hi Hayley, thanks for leaving us your feedback and we're sorry to hear about your experience. We would really like to help find a resolution, so would ask that you call us, email us or contact us on social media so that we can look into this further for you.

Regards

Sally, Customer Experience Team - AmcareTM Group

Susan, July 2021

5.00 out of 5
Reliability
Communication
Product Range
Friendliness

The staff go above and beyond to help with queries and assist with any prescription problems and delays with my surgery as I have experienced a couple of times. They are understanding and reassuring that I will not go without my supplies, thank you to the helpful lady I spoke to today.

The staff go above and beyond to help with queries and assist with any prescription problems and delays with my surgery as I have experienced a couple of times. They are understanding and reassuring that I will not go without my supplies, thank you to the helpful lady I spoke to today.

Val, July 2021

2.50 out of 5
Reliability
Communication
Product Range
Friendliness

Useless never answer phone very hard to communicat

Useless never answer phone very hard to communicat

Reply from AmcareTM Group
13th August 2021

Hi Val. Sorry to hear you're having problems getting through to us by phone. Our call waiting times are now back down to a normal level but if you're still having problems getting through you can also email us at enquiry@amcaregroup.co.uk or contact us through our social media channels on Facebook and Twitter where the team would be happy to help.

Regards

Sally, Customer Experience Team - AmcareTM Group

Bernie, July 2021

2.75 out of 5
Reliability
Communication
Product Range
Friendliness

Do not expect a lecture on how to use the products that we have been using for 15 years we are not wasteful and certainly don’t discard these items on a whim phoned up for a status on our order and got a lecture on how we should be more careful and efficient with the bags

Do not expect a lecture on how to use the products that we have been using for 15 years we are not wasteful and certainly don’t discard these items on a whim phoned up for a status on our order and got a lecture on how we should be more careful and efficient with the bags

Reply from Respond Healthcare
22nd July 2021

Thank you for your review, Bernie. I am sorry to hear that we made you feel this way when you contacted us and I would very much welcome the opportunity to discuss this matter with you. Please could you call us on 0800 220 300 and ask to speak to me directly.

Regards

Garry, Customer Experience Manager - Respond Healthcare

Alison, July 2021

5.00 out of 5
Reliability
Communication
Product Range
Friendliness

Absolutely brilliant. Always helpful, telephione always answered promptly (even in lockdown!) and very nice advisers too. Very glad I switched from my previous company. Delivery is always prompt and I cannot recommend Respond highly enough. Big thank you!

Absolutely brilliant. Always helpful, telephione always answered promptly (even in lockdown!) and very nice advisers too. Very glad I switched from my previous company. Delivery is always prompt and I cannot recommend Respond highly enough. Big thank you!

Reply from Respond Healthcare
22nd July 2021

Thank you for your review, Alison. Our teams work very hard to deliver exceptional customer service, including answering the telephones quickly. It’s really great to know you find our customer service advisors friendly, your deliveries are prompt and that you would recommend us.

Regards

Garry, Customer Experience Manager - Respond Healthcare

Gillian, July 2021

1.50 out of 5
Reliability
Communication
Product Range
Friendliness

As with other reviews the service from Amcare has completely fallen apart over the past few months , calls take forever to be answered,, orders then need to be chased , leaving me critically short of bags. This month after much confusion and well over an hour on the phone I was promised order would be released with 72 hrs, well over a week later I received a package containing disposal bags and dry wipes. Read more

As with other reviews the service from Amcare has completely fallen apart over the past few months , calls take forever to be answered,, orders then need to be chased , leaving me critically short of bags. This month after much confusion and well over an hour on the phone I was promised order would be released with 72 hrs, well over a week later I received a package containing disposal bags and dry wipes only - no stoma bags or spray , and no dispatch note or explanation . After yet another long wait to get call answered I was informed that both my stoma bags and spray were out of stock when I placed my order. No one had bothered to let me know or indeed explain why they would send out wipes / disposal bags without any explanation. After requesting precise info on when I would receive my supplies I was put on hold yet again, finally I was informed that I would definitely receive them today - guess what no supplies delivered so once again running short and face the saga of yet another horrendous wait on phone tomorrow. The guys answering the phone appear to be doing their best but like others I will be looking at other suppliers I cannot cope with additional stress this is causing . Despite Amcares letter promising things will get better I am not convinced , I simply do not understand how an upgrade in a computer system has led to this chaos .

Reply from AmcareTM Group
13th August 2021

Hi Gillian, thanks for taking the time to leave us your review. We apologise for all the problems you've been having with stock levels and the length of time you've spent on the phone. As you may be aware, our computer software upgrade caused some technical issues that resulted in some disruption to the distribution of products and the normal high level of service. We are pleased to say that the main issues we faced have now largely been resolved and products are being sent out much faster. There are some instances where we may be waiting for stock to come in, so we are shipping partial orders where we have some items available to try and avoid further delays and we are sorry to hear you've been affected by this. We would like to try and help get this resolved for you, so if you prefer to email or contact us on social media through Facebook or Twitter, then we would be happy to look into this further for you.

Regards

Sally, Customer Experience Team - AmcareTM Group

Tony, July 2021

2.50 out of 5
Reliability
Communication
Product Range
Friendliness

As stated by many others, this used to be a good company but this last 4-6 weeks have been a nightmare. No phone answering, 5-day response to e-mails, promises of outstanding orders being delivered which were not. I originally ordered 5 boxes of pouches and some flange extenders. After having to resort to social media (why would any competent company need to use social media ????) to contact I have now received 6 orders and. Read more

As stated by many others, this used to be a good company but this last 4-6 weeks have been a nightmare. No phone answering, 5-day response to e-mails, promises of outstanding orders being delivered which were not. I originally ordered 5 boxes of pouches and some flange extenders. After having to resort to social media (why would any competent company need to use social media ????) to contact I have now received 6 orders and instead of the 5 boxes I ordered I now have 13 of various sorts but am still waiting for the flange extenders. My GP surgery does not know what I want so I have had to write two letters to explain the situation to them. I have had success with Coloplast Charter so I shall use them in future.

Reply from AmcareTM Group
19th July 2021

Hi Tony. We are sorry to hear that you have had various issues with your orders and in contacting us. We have opened up our social media channels to try and help alleviate some of the waiting times that customers have been facing on the phone and through email, so we are pleased to hear that you were able to make contact with us through those channels. We find that a lot of customers prefer to use social media as it is more convenient for them. We would like to help you further with the issue you've had receiving the flange extenders, so if you are happy to contact us through social media again, then we would like to look into this for you. We are very sorry to learn that you have taken the decision to leave Amcare, but we understand your frustrations and apologise wholeheartedly for the service you have received over the past few weeks. Wishing you the best for the future.

Regards

Sally, Customer Experience Team - AmcareTM Group

Keith, July 2021

5.00 out of 5
Reliability
Communication
Product Range
Friendliness

I am so impressed with the efficiency and friendliness if the people involved. I have spoken the Cheryl and Doreen, who could not be more helpful. This company exemplifies tge better side of health care.

I am so impressed with the efficiency and friendliness if the people involved. I have spoken the Cheryl and Doreen, who could not be more helpful. This company exemplifies tge better side of health care.

Sarah, July 2021

5.00 out of 5
Reliability
Communication
Product Range
Friendliness

So lovely to deal with people who are consistently friendly helpful and reliable

So lovely to deal with people who are consistently friendly helpful and reliable

Reply from Respond Healthcare
13th July 2021

Thank you for your review, Sarah. It's great to hear you find our staff so friendly, helpful and reliable.

Regards

Garry, Customer Experience Manager - Respond Healthcare

Joseph, July 2021

1.75 out of 5
Reliability
Communication
Product Range
Friendliness

I was getting my stoma products from BCA-Direct based in the North east and yes they were very friendly and helpful, however when Amcare took them over I continued to call them direct and received the same service level. Now I believe Amcare have tried to amalgamate local UK founded suppliers into their Am(erican)care Convatec group. So now things have completely changed. Did our Government say they were not going to sell our NHS to. Read more

I was getting my stoma products from BCA-Direct based in the North east and yes they were very friendly and helpful, however when Amcare took them over I continued to call them direct and received the same service level. Now I believe Amcare have tried to amalgamate local UK founded suppliers into their Am(erican)care Convatec group. So now things have completely changed. Did our Government say they were not going to sell our NHS to the Americans?

Reply from AmcareTM Group
16th July 2021

Hi Joseph. Thanks for taking the time to leave us your review. We are glad to hear that you have received friendy and helpful service from the team in the past, but we are very sorry to hear that your experience has changed. As you may know, we have been having system issues since we implemented a software update, but we are pleased to say that we have made good progress with resolving these problems and things are now moving much faster. If you need to contact the team about your delivery or to place a new order, you can do so by calling 0800 88 50 50, by emailing your order across to enquiry@amcaregroup.co.uk, by registering for an online account on our website www.amcaregroup.co.uk/register or by contacting us through social media on Facebook and Twitter.

Regards

Sally, Customer Experience Team - AmcareTM Group

Graham, July 2021

2.00 out of 5
Reliability
Communication
Product Range
Friendliness

Awful lack of service and communication. Essential colostomy bags not delivered. Repeated unanswered phone calls and E Mails to Armcare over the last 6 weeks. Ansaphone blames IT updates etc. Sorry that is not good enough in business. I will not use them again as I do not want the stress and associated worries caused by trying to use them. Doubt that they will still be in business after this debacle over the last few. Read more

Awful lack of service and communication. Essential colostomy bags not delivered. Repeated unanswered phone calls and E Mails to Armcare over the last 6 weeks. Ansaphone blames IT updates etc. Sorry that is not good enough in business. I will not use them again as I do not want the stress and associated worries caused by trying to use them. Doubt that they will still be in business after this debacle over the last few weeks.

Reply from AmcareTM Group
16th July 2021

Hi Graham. We are very sorry to hear about the problems you have encountered as a result of our recent software upgrade, which was implemented to enable us to better serve our customers. Providing our customers with the products and service they need in a timely manner is of paramount importance to all of us at Amcare. Our team is working tirelessly around the clock to address any outstanding orders and resolve any remaining software issues and we are pleased to say that we are making good progress with this. We have increased the number of people in the warehouse, strengthened our customer support with additional staff and extended operating hours in a bid to restore our service levels. We are very sorry to learn that you have taken the decision to leave Amcare, but we understand your frustrations and apologise wholeheartedly for the service you have received over the past few weeks. If we can be of any further help, please don't hesitate to contact us, and if you have any problems getting in touch by phone or email, then you can also contact us through our social media channels including Facebook and Twitter. We wish you the best for the future and thank you for your custom.

Regards

Sally, Customer Experience Team - AmcareTM Group

Melvyn, July 2021

4.00 out of 5
Reliability
Communication
Product Range
Friendliness

Had issues with scare on Monday held on phone for 90 minutes instant messaged them.asked for my details after one of two messages the lady at scare said she would sort my order out for me and the complete order arrived this morning Friday so.it is not all bad

Had issues with scare on Monday held on phone for 90 minutes instant messaged them.asked for my details after one of two messages the lady at scare said she would sort my order out for me and the complete order arrived this morning Friday so.it is not all bad

Reply from AmcareTM Group
16th July 2021

Hi Melvyn. Thank you for taking the time to leave us your review. We are sorry to hear about the length of time you were on hold on the phone but pleased to hear that you were able to use our chat function on social media to get some help and that your order arrived soon after. If we can be of any further assistance, please don't hesitate to contact us again through Facebook or Twitter and we would be delighted to help you.

Regards

Sally, Customer Experience Team - AmcareTM Group

Sharky, July 2021

2.25 out of 5
Reliability
Communication
Product Range
Friendliness

No point telling people about my experience as they can obviously see Amcare’s lame reply about I.T and software issues. Just remember if you in a company you have a management structure that should plan accordingly if any work is to be carried out with I.T etc, clearly the management aren’t fit for purpose meaning the workers are being steered by a rudderless ship.

No point telling people about my experience as they can obviously see Amcare’s lame reply about I.T and software issues. Just remember if you in a company you have a management structure that should plan accordingly if any work is to be carried out with I.T etc, clearly the management aren’t fit for purpose meaning the workers are being steered by a rudderless ship.

Reply from AmcareTM Group
16th July 2021

Hi Sharky. Thanks for taking time to leave us your review. As you rightly point out, a recent software upgrade we implemented has led to some disruption regarding the distribution of some of our products from our warehouses to customers. At the moment, our focus is on ensuring we are able to deliver as many of our products to customers as we can, given the technical issues we are facing. We are working as hard as we can to get products to customers and we are pleased to say that we have seen big improvements in the speed we can dispatch orders and we look forward to returning Amcare to the very high level of service that you, our customers, should expect.

Regards

Sally, Customer Experience Team - AmcareTM Group

Graham, July 2021

1.50 out of 5
Reliability
Communication
Product Range
Friendliness

Waiting over three weeks on order they keep blaming doctor and when I called Laura nothing but cheek total disgrace needless to say I'll be going elsewhere

Waiting over three weeks on order they keep blaming doctor and when I called Laura nothing but cheek total disgrace needless to say I'll be going elsewhere

Robert, July 2021

1.00 out of 5
Reliability
Communication
Product Range
Friendliness

Appalling service . Over the last few weeks I have spent hours on hold all at different times , tortured by the music . I have left message early morning on the answer machine . Sent two emails . One I asked where is your disaster recovery plan , even advised to go out a but 50 mobiles so they at least could phone the customers. No one has contacted me . I nearly ran. Read more

Appalling service . Over the last few weeks I have spent hours on hold all at different times , tortured by the music . I have left message early morning on the answer machine . Sent two emails . One I asked where is your disaster recovery plan , even advised to go out a but 50 mobiles so they at least could phone the customers. No one has contacted me . I nearly ran out of supplies . In desperation I went to one of Amcares competitors. Ordered and they delivered in just over a week .

Reply from AmcareTM Group
8th July 2021

Hi Robert. Thank you for taking the time to leave us your feedback. We are sorry to hear about the issues you've had contacting us and receiving your orders. Providing our customers with the products and service they need in a timely manner is of paramount importance to all of us at Amcare. Our team is working tirelessly around the clock to address any outstanding orders and resolve any remaining software issues and we are pleased to say that we are making good progress with this. We have increased the number of people in the warehouse, strengthened our customer support with additional staff and extended operating hours in a bid to restore our service levels. We are very sorry to learn that you have taken the decision to leave Amcare, but we understand your frustrations and apologise wholeheartedly for the service you have received over the past few weeks. If we can be of any further help, please don't hesitate to contact us, and if you have any problems getting in touch by phone or email, then you can also contact us through our social media channels including Facebook and Twitter. We wish you the best for the future and thank you for your custom.

Regards

Sally, Customer Experience Team - AmcareTM Group

Nick, July 2021

1.00 out of 5
Reliability
Communication
Product Range
Friendliness

Since May Amcare have ceased to provide a viable service to a very vulnerable client base - my orders have not arrived leading to me seeking supplies directly from the NHS - whilst they send letters saying they are concerned and will do everything possible their actions say otherwise.

Since May Amcare have ceased to provide a viable service to a very vulnerable client base - my orders have not arrived leading to me seeking supplies directly from the NHS - whilst they send letters saying they are concerned and will do everything possible their actions say otherwise.

Reply from AmcareTM Group
8th July 2021

Hi Nick. We are sorry to hear about the problems you've had receiving your orders since May. As you will be aware from the letter you received, we have recently experienced issues with our IT system as a result of a software upgrade. Our team is working tirelessly around the clock to address any outstanding orders and resolve any remaining software issues and we are pleased to say that we are making good progress with this. We have increased the number of people in the warehouse, strengthened our customer support with additional staff and extended operating hours in a bid to restore our service levels. We are committed to meeting orders as soon as practicable and would like to reassure our customers that this is our highest priority. If you need to get in touch with us about your order and you're having problems getting through on the phone or by email, you can also contact us through our social media channels on Facebook and Twitter by searching for Amcare Group and we will be happy to place an order for you or review the status of your current order.

Regards

Sally, Customer Experience Team - AmcareTM Group

Virginia, July 2021

2.00 out of 5
Reliability
Communication
Product Range
Friendliness

I am still waiting for my order which was placed on 7th June. I've tried phoning them but can not get through.

I am still waiting for my order which was placed on 7th June. I've tried phoning them but can not get through.

Reply from AmcareTM Group
7th July 2021

Hi Virginia, we are sorry to hear that you're having problems getting through to us. Unfortunately, we are experiencing system issues since we implemented a new software upgrade and this has impacted the volume of calls and emails we are receiving, which in turn is leading to longer waiting times. We'd be happy to look into your order for you if you are able to contact us through our social media channels including Facebook and Twitter.

Regards

Sally, Customer Experience Team - AmcareTM Group

Pamela, July 2021

2.00 out of 5
Reliability
Communication
Product Range
Friendliness

Appalling and disgusting service, no one answering phones, automated email replies and no deliveries, this company needs their contract with NHS removed left my father with only 2 bags left. No thought for customer/clients. They have had enough time to sort their software issues now!

Appalling and disgusting service, no one answering phones, automated email replies and no deliveries, this company needs their contract with NHS removed left my father with only 2 bags left. No thought for customer/clients. They have had enough time to sort their software issues now!

Reply from AmcareTM Group
7th July 2021

Hi Pamela. We are very sorry to hear about the problems you've experienced with your father's deliveries and trying to contact us. Providing our customers with the products and service they need in a timely manner is of paramount importance to all of us at Amcare. Due to the software upgrade, we are experiencing a significant increase in the number of calls and emails regarding the disrupted service and our support team is doing its very best to respond to all customers as soon as possible. Our team is working tirelessly around the clock to address any outstanding orders and resolve any remaining software issues and we are pleased to say that we are making good progress with this. We have increased the number of people in the warehouse, strengthened our customer support with additional staff and extended operating hours in a bid to restore our service levels. We are committed to meeting orders as soon as practicable and would like to reassure our customers that this is our highest priority. If you need to get in touch with us about your father's order and you're having problems getting through on the phone or by email, you can also contact us through our social media channels on Facebook and Twitter by searching for Amcare Group and we will be happy to place an order for you or review the status of your father's current order.

Regards

Sally, Customer Experience Team - AmcareTM Group

Richard, July 2021

1.00 out of 5
Reliability
Communication
Product Range
Friendliness

Amcare have gone from being a reliable and communicative provider of my ostomy supplies to a totally useless organisation. All you get is an excuse about a software update causing delivery issues, what a load of rubbish!. I spent a lifetime working in IT and know for a fact that even the most serious software glitches can be addressed and remedied by responsible organisations in a relatively short space of time. Something more sinister has. Read more

Amcare have gone from being a reliable and communicative provider of my ostomy supplies to a totally useless organisation. All you get is an excuse about a software update causing delivery issues, what a load of rubbish!. I spent a lifetime working in IT and know for a fact that even the most serious software glitches can be addressed and remedied by responsible organisations in a relatively short space of time. Something more sinister has to be occurring here and the consequences for customers could not be more serious. Amcare are incapable of even communicating with customers to address extreme delivery issues. I personally am now in a desperate situation with no stoma pouches, a situation which I was able to inform Amcare of after waiting an eternity on the phone, and must now resort to my GP surgery for advice on where to obtain emergency supplies and advice on switching to a supplier who has the interests of customers as a number one priority. I would advise all Amcare customers to move to another supplier immediately as excuses and promises bare no fruit whatsoever from this company.

Reply from AmcareTM Group
8th July 2021

Hi Richard. Thank you for taking the time to leave us your feedback. We are very sorry to hear about the problems you've experienced as a result of our software upgrade. We have sent letters and emails out to all our customers and the GP's of those affected to advise on the current situation and we are committed to meeting orders as soon as practicable and would like to reassure our customers that this is our highest priority. Our team is working tirelessly around the clock to address any outstanding orders and resolve any remaining software issues and we are pleased to say that we are making good progress with this. We have increased the number of people in the warehouse, strengthened our customer support with additional staff and extended operating hours in a bid to restore our service levels. We are sorry to hear that you're thinking of leaving us but if you would like to speak to one of our advisors and cannot get through by email or phone then you can also contact us via our social media channels on Facebook and Twitter and we would be happy to help or look into your order status.

Regards

Sally, Customer Experience Team - AmcareTM Group

Carl, July 2021

1.00 out of 5
Reliability
Communication
Product Range
Friendliness

Absolutely appalling will not answer their phones im desperate to place an order as have no stoma supplies.. is this the way you treat your customers. So I'm going to register with a more reliable company who will talk to their patients

Absolutely appalling will not answer their phones im desperate to place an order as have no stoma supplies.. is this the way you treat your customers. So I'm going to register with a more reliable company who will talk to their patients

Reply from AmcareTM Group
7th July 2021

Hi Carl. We are sorry to hear about your experience placing an order. Unfortunately, we are having system issues since we implemented a new software upgrade and this has impacted the volume of calls and emails we are receiving, which in turn is leading to longer waiting times. We can take your order for you if you are able to contact us through our social media channels including Facebook and Twitter or you can register for an online account to place your orders through our website by visiting www.amcaregroup.co.uk/register if you're unable to get through on the phone.

Regards

Sally, Customer Experience Team - AmcareTM Group

Lynn, July 2021

2.00 out of 5
Reliability
Communication
Product Range
Friendliness

Very poor communication at the moment,no one answering the number for orders,8 hrs yeterdayvconstantly ringing no answer,and emailing is hopeless you get automated message each time,things are getting serious now I am nearly out of supplies of pouches

Very poor communication at the moment,no one answering the number for orders,8 hrs yeterdayvconstantly ringing no answer,and emailing is hopeless you get automated message each time,things are getting serious now I am nearly out of supplies of pouches

Reply from AmcareTM Group
7th July 2021

Hi Lynn. Thank you for taking the time to leave us your feedback. We are very sorry to hear about your experience placing an order. Unfortunately, we are having system issues since we implemented a new software upgrade and this has impacted the volume of calls and emails we are receiving, which in turn is leading to longer waiting times. We can take your order for you if you are able to contact us through our social media channels including Facebook and Twitter or you can register for an online account to place your orders through our website by visiting www.amcaregroup.co.uk/register if you're unable to get through on the phone.

Regards

Sally, Customer Experience Team - AmcareTM Group

William, July 2021

3.00 out of 5
Reliability
Communication
Product Range
Friendliness

I have phoned for two weeks and got know answer and I am running out of stoma pouches and I can't get through to them can anyone help me get through to them thanks

I have phoned for two weeks and got know answer and I am running out of stoma pouches and I can't get through to them can anyone help me get through to them thanks

Margaret, July 2021

3.75 out of 5
Reliability
Communication
Product Range
Friendliness

I'm quite new a year and a bit maybe. I was with Fittleworth but I left them after 5 years. Delivery is OK for me

I'm quite new a year and a bit maybe. I was with Fittleworth but I left them after 5 years. Delivery is OK for me

Peter, July 2021

2.75 out of 5
Reliability
Communication
Product Range
Friendliness

Suddenly from being a reliable and friendly communicative company Amcare has become an answering machine service with no one answering and most importantly not processing nor delivering orders.Like others I have received platitudes about their endeavours.However it seems they have changed software and effectively closed down the whole order/delivery process. The volume of phone calls and emails are as a direct result of this change. Rather than platitudes I would prefer a plan of action. Read more

Suddenly from being a reliable and friendly communicative company Amcare has become an answering machine service with no one answering and most importantly not processing nor delivering orders.Like others I have received platitudes about their endeavours.However it seems they have changed software and effectively closed down the whole order/delivery process. The volume of phone calls and emails are as a direct result of this change. Rather than platitudes I would prefer a plan of action to rectify the situation.More importantly I would like to know when my order will delivered-ordered on 24th and prescription forwarded from GP on 25th.I have just a few days supplies left!!

Reply from AmcareTM Group
7th July 2021

Hi Peter. Thank you for taking the time to leave us your feedback. Providing our customers with the products and service they need in a timely manner is of paramount importance to all of us at Amcare. Following a recent software update to enable us to better serve our customers, there have been some technical issues that have resulted in some disruption in the distribution of products and the normal high level of service. We are experiencing a significant increase in the number of calls and emails regarding the disrupted service and our support team is doing its very best to respond to all customers as soon as possible. Our team is working tirelessly around the clock to address any outstanding orders and resolve any remaining software issues and we are pleased to say that we are making good progress with this. We have increased the number of people in the warehouse, strengthened our customer support with additional staff and extended operating hours in a bid to restore our service levels. We are committed to meeting orders as soon as practicable and would like to reassure our customers that this is our highest priority. If you need to get in touch with us about your order and you're having problems getting through on the phone or by email, you can also contact us through our social media channels on Facebook and Twitter by searching for Amcare Group and we will be happy to place an order for you or review the status of your current order.

Regards

Sally, Customer Experience Team - AmcareTM Group

Mick, July 2021

1.00 out of 5
Reliability
Communication
Product Range
Friendliness

Crap don't care if you get your product or not but like management they dont care there back pockets are dragging on path

Crap don't care if you get your product or not but like management they dont care there back pockets are dragging on path

Reply from AmcareTM Group
7th July 2021

Hi Mick. Thank you for taking the time to leave us your feedback. Providing our customers with the products and service they need in a timely manner is of paramount importance to all of us at Amcare. Following a recent software update to enable us to better serve our customers, there have been some technical issues that have resulted in some disruption in the distribution of products and the normal high level of service. We are experiencing a significant increase in the number of calls and emails regarding the disrupted service and our support team is doing its very best to respond to all customers as soon as possible. Our team is working tirelessly around the clock to address any outstanding orders and resolve any remaining software issues and we are pleased to say that we are making good progress with this. We have increased the number of people in the warehouse, strengthened our customer support with additional staff and extended operating hours in a bid to restore our service levels. We are committed to meeting orders as soon as practicable and would like to reassure our customers that this is our highest priority. If you need to get in touch with us and you're having problems getting through on the phone or by email, you can also contact us through our social media channels on Facebook and Twitter by searching for Amcare Group and we will be happy to help.

Regards

Sally, Customer Experience Team - AmcareTM Group

Rana, July 2021

2.00 out of 5
Reliability
Communication
Product Range
Friendliness

For last 18 months I have used Amcare services for my father. This used to be an excellent service, even during the peak of pandemic. However, since last month the customer service have gone down completely. I have sent emails and listened to to same old on-hold music for more than 30 mins EVERY DAY . No one cares to answer the phone and reply emails. Considering the service who they provide to, Amcare should. Read more

For last 18 months I have used Amcare services for my father. This used to be an excellent service, even during the peak of pandemic. However, since last month the customer service have gone down completely. I have sent emails and listened to to same old on-hold music for more than 30 mins EVERY DAY . No one cares to answer the phone and reply emails. Considering the service who they provide to, Amcare should have a good grip on the communication and customer service , unfortunately they seemed to have failed big time.

Reply from AmcareTM Group
8th July 2021

Hi Rana. We are very sorry to hear about the problems you've experienced recently with your father's deliveries and trying to contact us. Providing our customers with the products and service they need in a timely manner is of paramount importance to all of us at Amcare. Following a recent software update to enable us to better serve our customers, there have been some technical issues that have resulted in some disruption in the distribution of products and the normal high level of service. We are experiencing a significant increase in the number of calls and emails regarding the disrupted service and our support team is doing its very best to respond to all customers as soon as possible. Our team is working tirelessly around the clock to address any outstanding orders and resolve any remaining software issues. We have increased the number of people in the warehouse, strengthened our customer support with additional staff and extended operating hours in a bid to restore our service levels. We are committed to meeting orders as soon as practicable and would like to reassure our customers that this is our highest priority. If you need to get in touch with us about your father's order and you're having problems getting through on the phone or by email, you can also contact us through our social media channels on Facebook and Twitter by searching for Amcare Group and we will be happy to place an order for you or review the status of your father's current order.

Regards

Sally, Customer Experience Team - AmcareTM Group

Robin, July 2021

2.25 out of 5
Reliability
Communication
Product Range
Friendliness

I have been with Amcare for 21 years and was happy with their staff and performance up until early May this year. I have now tried to phone them for a total time of over 2 hours and nobody has answered yet. I could try emailing but I have no faith that this will help. I have a letter from Customer Care Director Julie Gill about their problems but no real details about what they. Read more

I have been with Amcare for 21 years and was happy with their staff and performance up until early May this year. I have now tried to phone them for a total time of over 2 hours and nobody has answered yet. I could try emailing but I have no faith that this will help. I have a letter from Customer Care Director Julie Gill about their problems but no real details about what they are doing to rectify the situation. I would like to continue to use them but they need to start correcting matters VERY soon

Reply from AmcareTM Group
9th July 2021

Hi Robin. We are sorry to hear about the problems you've had receiving your orders since May. As you will be aware from the letter you received, we have recently experienced issues with our IT system as a result of a software upgrade, which was implemented to enable us to better serve our customers. Providing our customers with the products and service they need in a timely manner is of paramount importance to all of us at Amcare. Our team is working tirelessly around the clock to address any outstanding orders and resolve any remaining software issues and we are pleased to say that we are making good progress with this. We have increased the number of people in the warehouse, strengthened our customer support with additional staff and extended operating hours in a bid to restore our service levels. We are committed to meeting orders as soon as practicable and would like to reassure our customers that this is our highest priority. If you need to get in touch with us about your order and you're having problems getting through on the phone or by email, you can also contact us through our social media channels on Facebook and Twitter by searching for Amcare Group and we will be happy to place an order for you or review the status of your current order.

Regards

Sally, Customer Experience Team - AmcareTM Group

Roger, July 2021

1.75 out of 5
Reliability
Communication
Product Range
Friendliness

I originally was getting product from BCA Direct which now seems to be AMCARE or did someone just change my supplier without telling me? Like almost all recent reviews I cannot get any indication of product delivery. They do not answer the 0800 phone number and have sent me 2 letters & an Email with platitudes but no delivery promise. IT'S NOT LONG BEFORE I RUN OUT OF PRODUCT. I WOULD SUGGEST WE ALL VOTE. Read more

I originally was getting product from BCA Direct which now seems to be AMCARE or did someone just change my supplier without telling me? Like almost all recent reviews I cannot get any indication of product delivery. They do not answer the 0800 phone number and have sent me 2 letters & an Email with platitudes but no delivery promise. IT'S NOT LONG BEFORE I RUN OUT OF PRODUCT. I WOULD SUGGEST WE ALL VOTE WITH OUR FEET AND FIND A NEW SUPPLIER.

Reply from AmcareTM Group
9th July 2021

Hi Roger. We would like to extend our apologies about the problems you've had receiving your orders recently. I can confirm that BCA Direct was taken over by Amcare quite some time ago and you should have received communication about that at the time so we're sorry if you didn't receive that. As you will be aware from the recent letter you received, we have recently experienced issues with our IT system as a result of a software upgrade, which was implemented to enable us to better serve our customers. Our team is working tirelessly around the clock to address any outstanding orders and resolve any remaining software issues and we are pleased to say that we are making good progress with this. We have increased the number of people in the warehouse, strengthened our customer support with additional staff and extended operating hours in a bid to restore our service levels. We are committed to meeting orders as soon as practicable and would like to reassure our customers that this is our highest priority. If you need to get in touch with us about your order and you're having problems getting through on the phone or by email, you can also contact us through our social media channels on Facebook and Twitter by searching for Amcare Group and we will be happy to place an order for you or review the status of your current order.

Regards

Sally, Customer Experience Team - AmcareTM Group

Gillian, July 2021

2.00 out of 5
Reliability
Communication
Product Range
Friendliness

As per the previous reviews how has this company gone from very good to extremely bad in such a short time. My husband has been receiving stoma products for some years with no problem. Yesterday we had to telephone the Stoma Nurse at Medway Hospital who advised that they had many calls regarding the same subject (over 100). Fortunately they were very helpful and put us in touch with another company. Amcare has no excuses. Read more

As per the previous reviews how has this company gone from very good to extremely bad in such a short time. My husband has been receiving stoma products for some years with no problem. Yesterday we had to telephone the Stoma Nurse at Medway Hospital who advised that they had many calls regarding the same subject (over 100). Fortunately they were very helpful and put us in touch with another company. Amcare has no excuses why have they changed something that didn't need fixing. They have failed to realise how stressful this is to Stoma patients and I am personally concerned for the people who cannot help themselves regarding this, how are they coping? Apologising doesn't cut it with these seriously ill patients.

Reply from AmcareTM Group
9th July 2021

Hi Gillian. Thank you for taking the time to leave us your feedback. Providing our customers with the products and service they need in a timely manner is of paramount importance to all of us at Amcare. Following a recent software update to enable us to better serve our customers, there have been some technical issues that have resulted in some disruption in the distribution of products and the normal high level of service. We are experiencing a significant increase in the number of calls and emails regarding the disrupted service and our support team is doing its very best to respond to all customers as soon as possible. Our team is working tirelessly around the clock to address any outstanding orders and resolve any remaining software issues and we are pleased to say that we are making good progress with this. We have increased the number of people in the warehouse, strengthened our customer support with additional staff and extended operating hours in a bid to restore our service levels. We are committed to meeting orders as soon as practicable and would like to reassure our customers that this is our highest priority. If you need to get in touch with us about your order and you're having problems getting through on the phone or by email, you can also contact us through our social media channels on Facebook and Twitter by searching for Amcare Group and we will be happy to place an order for you or review the status of your current order.

Regards

Sally, Customer Experience Team - AmcareTM Group

Melvin, July 2021

1.75 out of 5
Reliability
Communication
Product Range
Friendliness

After 9 plus years using this company for my stoma supplies I find I can’t speak to no one auto email replies .One e mail reply did say I should have received my order if not it would arrive 72 hrs checked with my surgery no prescription had been submitted. Now been transferred to local chemist.

After 9 plus years using this company for my stoma supplies I find I can’t speak to no one auto email replies .One e mail reply did say I should have received my order if not it would arrive 72 hrs checked with my surgery no prescription had been submitted. Now been transferred to local chemist.

Reply from AmcareTM Group
9th July 2021

Hi Melvin, sorry to hear about the problems you've been having with getting with us by phone and email and for the problems you've had receiving prescriptions. Providing our customers with the products and service they need in a timely manner is of paramount importance to all of us at Amcare. Following a recent software update to enable us to better serve our customers, there have been some technical issues that have resulted in some disruption in the distribution of products and the normal high level of service. We are experiencing a significant increase in the number of calls and emails regarding the disrupted service and our support team is doing its very best to respond to all customers as soon as possible. Our team is working tirelessly around the clock to address any outstanding orders and resolve any remaining software issues. We have increased the number of people in the warehouse, strengthened our customer support with additional staff and extended operating hours in a bid to restore our service levels. We are committed to meeting orders as soon as practicable and would like to reassure our customers that this is our highest priority. If you need to get in touch with us about your order and you're having problems getting through on the phone or by email, you can also contact us through our social media channels on Facebook and Twitter by searching for Amcare Group and we will be happy to place an order for you or review the status of any outstanding orders.

Regards

Sally, Customer Experience Team - AmcareTM Group

Chrissie, July 2021

1.00 out of 5
Reliability
Communication
Product Range
Friendliness

Amcare should be Amdontcare! If you have medical needs do not go anywhere near this company they are a disgrace

Amcare should be Amdontcare! If you have medical needs do not go anywhere near this company they are a disgrace

Reply from AmcareTM Group
9th July 2021

Hi Chrissie. Thank you for taking the time to leave us your review. Providing our customers with the products and service they need in a timely manner is of paramount importance to all of us at Amcare. Following a recent software update to enable us to better serve our customers, there have been some technical issues that have resulted in some disruption in the distribution of products and the normal high level of service. We are experiencing a significant increase in the number of calls and emails regarding the disrupted service and our support team is doing its very best to respond to all customers as soon as possible. Our team is working tirelessly around the clock to address any outstanding orders and resolve any remaining software issues and we are pleased to say that we are making good progress with this. We have increased the number of people in the warehouse, strengthened our customer support with additional staff and extended operating hours in a bid to restore our service levels. We are committed to meeting orders as soon as practicable and would like to reassure our customers that this is our highest priority. If you need to get in touch with us about your order and you're having problems getting through on the phone or by email, you can also contact us through our social media channels on Facebook and Twitter by searching for Amcare Group and we will be happy to place an order for you or review the status of any outstanding orders.

Regards

Sally, Customer Experience Team - AmcareTM Group

Matthew, July 2021

3.00 out of 5
Reliability
Communication
Product Range
Friendliness

Having been a customer for few years thing were fine orders came on time now over the last few months things are verry different over hour waiting to get answer on phone to be told by staff they they are waiting for prescription when hospital says they have not requested one and as result I am left without supplies not happy hope this gets sorted

Having been a customer for few years thing were fine orders came on time now over the last few months things are verry different over hour waiting to get answer on phone to be told by staff they they are waiting for prescription when hospital says they have not requested one and as result I am left without supplies not happy hope this gets sorted

Reply from AmcareTM Group
2nd July 2021

Hi Matthew, thanks for leaving us your review. Sorry to hear that you've been having problems getting through to us and receiving your product. We have been experiencing system issues since we implemented a new software upgrade and this has impacted on the volume of calls and emails we are receiving, which in turn is leading to longer waiting times. We'd like to help you with this problem and can arrange for someone to call you back if you can't get through to our Care Centre on the usual number. We are available on our social media platforms across Facebook and Twitter if you would like to send us a message and we can look into this further for you.

Regards

Sally, Customer Experience Team - AmcareTM Group

Tony, July 2021

2.75 out of 5
Reliability
Communication
Product Range
Friendliness

Normally the staff are very friendly and helpful, but what on earth has happened ? Software problems ? Come on, what does it take to answer a phone or reply to e-mails ? Even if we heard that "your supplies will be delivered within 10 days" would be better than nothing. Living with a colostomy can be stressful but letters apologising for delays with no action taken are the absolute pits and adds to all. Read more

Normally the staff are very friendly and helpful, but what on earth has happened ? Software problems ? Come on, what does it take to answer a phone or reply to e-mails ? Even if we heard that "your supplies will be delivered within 10 days" would be better than nothing. Living with a colostomy can be stressful but letters apologising for delays with no action taken are the absolute pits and adds to all of our worries. We are not unreasonable people but SPEAK TO US, TELL US WHAT IS WRONG, GIVE US SOME CONFIDENCE and moreover give us the supplies we ordered. I have reported this to the NHS. I am off to Coloplast Direct. Shame on you Amcare

Reply from AmcareTM Group
2nd July 2021

Hi Tony, thanks for leaving us your feedback. We are so sorry to hear about the problems you've experienced when trying to contact us by phone and email. We have distributed letters and emails, added a statement to our website and updated our social media channels to provide information to our customers about the current situation. If you have received our communication you're sure to be aware that following a recent software update to enable us to better serve you, there have been some technical issues that have resulted in some disruption to the distribution of products and the normal high level of service. We are experiencing a significant increase in the number of calls regarding the disrupted service and our support team is doing its very best to respond to all customers as soon as possible. Our team is working tirelessly around the clock to address any outstanding orders and resolve any remaining software issues and we are pleased to say that we are making good progress. We have increased the number of people in the warehouse, strengthened our customer support with additional staff and extended operating hours in a bid to restore our service levels. We are committed to meeting orders as soon as practicable and would like to reassure you that this is our highest priority. We are sorry to hear that you're thinking of leaving us but if you would like to speak to one of our advisors and cannot get through by email or phone then you can also contact us via our social media channels on Facebook and Twitter and we would be happy to help.

Regards

Sally, Customer Experience Team - AmcareTM Group

Chris, June 2021

1.00 out of 5
Reliability
Communication
Product Range
Friendliness

If I could give zero stars I would. I have been trying to get my supplies for 10 days now - attempted to conatc by email/phone and facebook. Three times was guaranteed delivery. Three times nothing arrived. They have had a 'software update' but this 'reliable' company is an absolute disgrace. I'm hoping to sign with another supplier. I can't tell you how frustrated my experience is, and that of many other customers. By our. Read more

If I could give zero stars I would. I have been trying to get my supplies for 10 days now - attempted to conatc by email/phone and facebook. Three times was guaranteed delivery. Three times nothing arrived. They have had a 'software update' but this 'reliable' company is an absolute disgrace. I'm hoping to sign with another supplier. I can't tell you how frustrated my experience is, and that of many other customers. By our very nature we live with a very difficult condition to manage and the lack of adequate supplies makes it much much worse.