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Review for Coloplast Charter by David

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David, February 2022

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2.25 out of 5
Reliability
Communication
Product Range
Friendliness

I’m disappointed to have to say that in the 4 years of using Coloplast Charter I have not felt as though they actually care to help me as a customer / patient in need of supplies. The website is severely lacking in product details and images. This is a bigger problem than it may seem because it stifles users from educating themselves as to the various advantages or disadvantages of available products. Rather than empowering

I’m disappointed to have to say that in the 4 years of using Coloplast Charter I have not felt as though they actually care to help me as a customer / patient in need of supplies. The website is severely lacking in product details and images. This is a bigger problem than it may seem because it stifles users from educating themselves as to the various advantages or disadvantages of available products. Rather than empowering the user / customer / patient it creates a bigger dependency on constant help and support from the various NHS services, requiring more frequent doctor or nurse appointments simply to reassure me as a patient instead of reading and researching myself. The way it is now I either have to use my time and limited energy to speak to a Coloplast Charter support team or as is usually the case I have to manage without. Coloplast Charter do offer an option to order product samples but will not actually send anything out at all until they have first contacted the customer to challenge this request and convince them to use a similar product by the Coloplast brand instead. Even if these were the only issues I’d still be frustrated but beyond the above-mentioned I have not been made to feel comfortable when talking with the inquisitive and insensitive staff on the phone. They ask too many deeply personal questions about a product which they & I will anyways have to sign off with my GP. If the intention is simply to help me facilitate the ordering of the product from my GP and not a conditional interrogation of my personal circumstances they’d surely be more polite and courteous. Instead they have manipulated me on several occasions to make it out as though it’s a necessity. From other correspondences it is clear that either they don’t even keep records of the majority of these intrusive questions and answers that I have provided them with or that they don’t bother to read their customer profile notes before calling to chase up queries. I would like to see the company make greater effort to accommodate their vulnerable customers and not exploit them.

Reply from Coloplast Charter
10th March 2022

Thank you for your review, David. I’m sorry to hear that you’ve had this experience. We would like the opportunity to investigate your feedback further. Please could you contact us at hcdr@coloplast.com so we can investigate this issue?

Regards

Inga - Coloplast Charter team

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