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Review for Amcare™ Group by Richard

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Richard, July 2021

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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

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

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