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Review for Amcare™ Group by Ken

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Ken, June 2021

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1.00 out of 5
Reliability
Communication
Product Range
Friendliness

My Father was left with absolutely no supplies after placing an order on 4th June. You did not even get in touch with his Surgery to place the order and collect payment as is usually the case. We will be contacting you by Legal letter with a view to taking Legal Action. The e mail you sent me stipulating contacting me in 72 hours has been completely ignored and not followed up on. Disgraceful level

My Father was left with absolutely no supplies after placing an order on 4th June. You did not even get in touch with his Surgery to place the order and collect payment as is usually the case. We will be contacting you by Legal letter with a view to taking Legal Action. The e mail you sent me stipulating contacting me in 72 hours has been completely ignored and not followed up on. Disgraceful level of Service from a health care provider.

Reply from Amcare by Convatec
9th July 2021

Hi Ken, thanks for leaving us your feedback. We are so sorry to hear about the problems you and your father have experienced when trying to contact us by phone and email. If you have received our recent letter you may 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.

Regards

Sally, Customer Experience Team - Amcare by Convatec

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