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Review for Amcare™ Group by Gillian

Gillian, July 2021

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1.50 out of 5
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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 .

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Reply from AmcareTM Group blank
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

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