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Review for Amcare™ Group by Ilona

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Ilona, June 2021

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3.50 out of 5
Reliability
Communication
Product Range
Friendliness

I have been with Amcare for 7 years. Yes, they have friendly staff, however I have had hiccups in the past but stuck by them, however recently it's been appalling. Firstly for ages, I never know what day or time I'm getting a delivery. My delivery came the other day with one much needed item missing, and all my bags cut several mm larger than I can use. I rang to let them know, I

I have been with Amcare for 7 years. Yes, they have friendly staff, however I have had hiccups in the past but stuck by them, however recently it's been appalling. Firstly for ages, I never know what day or time I'm getting a delivery. My delivery came the other day with one much needed item missing, and all my bags cut several mm larger than I can use. I rang to let them know, I was told my missing item would be in the post asap for next day or day after delivery, 5 days later it appeared. On top of that I was told new bags would arrive with me by beginning of the week. One box instead of 3 came, cut incorrectly again! I have spent time emailing them, only hearing from the cutting department and I'm now waiting to hear from them regarding this incorrect box. 1 hour trying to get through the other day, I couldn't hold on any longer as I had other stuff to do. Next day I rang again took me 40 minutes, I was told I'd get next day delivery but I didn't. So I rang in the morning to leave a voicemail message hoping they would ring me back… Not a chance. So now with only 3 bags left I'm going to order with a new company. They need to buck up their ideas because people can not be left in the lurch when it comes to stoma bags. I Would never recommend this company now.

Reply from Amcare by Convatec
19th July 2021

Hi Ilona, thanks for taking the time to leave us your feedback. We are very sorry to hear about the issues you've had with your orders and customised products. 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 @AmcareGroup 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 - Amcare by Convatec

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