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Review for Fittleworth by Bethany

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Bethany, September 2024

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1.00 out of 5
Reliability
Communication
Product Range
Friendliness

I was left on more than one occasion without stoma supplies as my order hadn’t been processed and I wasn’t informed of any delay. With internal changes in Fittleworth my calls went from being answered straight away to being on hold for about an hour. A fellow stoma patient spent four hours on hold. I was left in tears several times not being able to get through to Fittleworth when my stoma supplies had not

I was left on more than one occasion without stoma supplies as my order hadn’t been processed and I wasn’t informed of any delay. With internal changes in Fittleworth my calls went from being answered straight away to being on hold for about an hour. A fellow stoma patient spent four hours on hold. I was left in tears several times not being able to get through to Fittleworth when my stoma supplies had not arrived. Then speaking to unhelpful staff who told me to phone 111 if I ran out of stoma bags.. My GP also experienced difficulties with missing prescriptions, duplicate prescriptions and poor communication.

Reply from Fittleworth
6th September 2024

Hi Bethany, Thank you for taking the time to leave a review. I'm sorry to hear about the issues you've faced, this is not what we want for our customers. hank you for taking the time to leave us a review. In May of this year, we moved to a new system which covers all aspects of our service to you. We know that this closure period has had an impact to level of service you receive. At Fittleworth, we’re dedicated to providing the products you depend on and understand that any service issues you have experienced may have caused significant distress and disruption. We sincerely apologise for any inconvenience we have caused you. We’ve since made significant progress in resolving these issues so going forward, we can ensure you receive the service you expect from us.

Regards

Yasmin, Customer Experience Specialist - Fittleworth

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