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Review for Amcare™ Group by Susan

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Susan, June 2021

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1.75 out of 5
Reliability
Communication
Product Range
Friendliness

Have had to make 3 phone calls in a week to find out where a monthly automated order is. Now in the 7 weeks and no sign of it. The staff are unhelpful and won't allow you to tell them about the series of calls and what was said!! Instead I was told my call would be terminated because I was frustrated. Instead of making excuses get the job done now in the process of

Have had to make 3 phone calls in a week to find out where a monthly automated order is. Now in the 7 weeks and no sign of it. The staff are unhelpful and won't allow you to tell them about the series of calls and what was said!! Instead I was told my call would be terminated because I was frustrated. Instead of making excuses get the job done now in the process of making a formal complaint.

Reply from Amcare by Convatec
9th July 2021

Hi Susan. We are very sorry to hear that you have had problems getting in touch with us and receiving your order. Providing our customers with the products and service they need in a timely manner is of paramount importance to all of us at Amcare. 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. 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.

Regards

Sally, Customer Experience Team - Amcare by Convatec

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