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Review for Amcare™ Group by Elizabeth

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Elizabeth, June 2021

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2.00 out of 5
Reliability
Communication
Product Range
Friendliness

I absolutely agree with other recent reviewers. This company used to be very reliable, with a good informative delivery service via DPD, but 18 months ago things started to go wrong at times and then, since the pandemic started, the service has got worse and worse to the point that their service is now non existent since system problems kicked in a few weeks ago. As with other reviews, the default response when an order

I absolutely agree with other recent reviewers. This company used to be very reliable, with a good informative delivery service via DPD, but 18 months ago things started to go wrong at times and then, since the pandemic started, the service has got worse and worse to the point that their service is now non existent since system problems kicked in a few weeks ago. As with other reviews, the default response when an order is not dispatched has always been that the GP has not sent it to them. After chasing up each time this has never been the case (which of course wastes the GP Surgery's time) and the prescription has always been with Amcare but not actioned. Considering they deal with such critical products, that you can't just obtain elsewhere, and supply to many vulnerable people, the way in which this Company has been managed in the past couple of years is nothing short of appalling. I now have no other option but to approach the GP to find an alternative supplier.

Reply from AmcareTM Group
2nd July 2021

Hi Elizabeth. We are very sorry to hear about the problems you have had receiving your supplies. 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. We are sorry to hear that you are considering switching to another supplier and we would like to see if there is anything we can do to resolve these issues for you. If you have social media, you can contact us on Facebook and Twitter by searching for Amcare Group and we will be happy to help, or you can call our Customer Care Centre on 0800 88 50 50.

Regards

Sally, Customer Experience Team - AmcareTM Group

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