Fittleworth Medical Ltd - Littlehampton

Susan Cater

Used to be an amazing company. Had issues in the past with not delivering on time which is not an option when you can't do without the product. They also lack in the communication dept. They didn't let you know the order wasn't arriving then consequently got it late or had to have an emergency supply. They did seems to amend this situation but unfortunately have slipped back into the shoddy customer care. My order didn't arrive as promised and no communication to let me know this. Very disappointed customer.

Peter Travis

Thinking changing supplier. Since their new system, this company gone down hill. First of all, you spend ages on the phone (not matter what time of day), and suddenly you get cut off. Need to change their system. Secondly, a few months a go, I'd placed an order which they did not processed it. They kept blaming my GP. I've contacting my Stoma nurse and she recommend that I change to a new supplier. She had other patients complaining about this company. Don't get me wrong, when you get through to them, they are nice, helpful and friendly. But when they make a mistake on your order or reduce your prescription, they don't want to know.

Sally Gorringe

Can never get through since they ‘updated their phone system’. What ever time you call it says
WE ARE experiencing high call volume

RUBBISH it’s the new phone system, or you have less staff. Not everyone can do the website option or email !!! Please urgently change the system or get more people to answer it’s not fit for purpose. Thank god for my stoma nurses who actually answer calls and have given me products. If there was no star you would get that.

Chegothy W

Essentially playing a lottery on whether you will or won’t get your supplies at this point. Never used to have these issues but now I’m getting stroppy customer service and heaven forbid you ask the company to deliver with less than a week’s notice! I told them I was short of supplies - they sent me one box of Salts bags to tide me over first class and then said the remainder of my order would follow a week later. Fine. When I got the second box of supplies, there were no additional boxes of Salts bags - just dry wipes and other accessories. My normal order is three boxes of bags so was expecting that the other two boxes would have followed in the main order a week later. I can’t deal with this company anymore. When you have a life changing disability, it’s hard enough. Fittleworth just make everything harder.

Claudia Costa A

At first using this company was amazing. Unfortunately within the last year the service has been appalling.

The only thing that actually saves this is the wonderful call centre staff. All of them lovely, all of them understanding and caring. Whenever there is a need for emergency boxes they USUALLY send one out.

I’ve had issues with this company due to orders being placed and never arriving. Now the most recent issue being that I have moved cities, and moved GP’s.

On the 19th I place an order, and ask for an emergency set because the orders never come, and I asked for them to double check that they had received the online order I placed. As I usually get the ‘there is no order here’ even though I have the order reference and emails to show case that the order has been placed.

A very lovely individual responded to said email and said they would attempt to call the gp and so on to get my prescription sorted.

I waited as patiently as I could but a WHOLE month and a bit on limited supplies, I had to travel back home to pick up the emergency sets I have at family houses.

I contacted them again, to then receive an email that lacked compassion, any form of empathy and told me that I had to wait until the 26th of September to see if the GP have sent my prescription, if not I’ll have to wait again. Instead of just sending me out an emergency box like I had asked a month prior.

I’m sorry but what an awful awful email, especially after I explained I only had 4 bags left. I’m not sure why that was an acceptable response to what I had stated.

I called up this morning and Bayley from Little Hampton branch managed to get me an emergency box for tomorrow and is going to chase the GP. What an exceptional person. Managed to get me sorted quickly. She was kind, she listened to my very frustrated rant and fixed the problem straight away. 10/10 on how awesome she was.

I will be making a formal complaint. Crohn’s disease is not easy, living with a ileostomy and a mucous fistula is hard enough.. but having the stress and anxiety on top due to the ordering process is icing on the cake.

We are humans, and most of us can not function without these bags. I wouldn’t be able to leave my house, I couldn’t go to work, let alone leave the bathroom with no STOMA BAG.

sue Bingham

I have just spoken to Angie who couldn't have been more helpful, I'd been let down by my surgery who hadn't placed my order, Annie reassured me that it was on the NHS system now, I explained I was very short of my stoma bags and Angie has arranged for an emergency box to be sent out for me to arrive Sat or Mon. The only negative was the long wait on the phone, but very happy with the outcome. Thanks Angie

Martin Robinson

Have used fittleworths since having my surgery back in 2011. The service in particular this last 12 to 18 months has been shockingly bad. Everytime i place an order, when my order eventually arrives 2-3 weeks later there are inevitably important items missing. This then leaves me having to follow up with emails/phone calls and holding on the phone when i should be working. This is now happening on every single order i place. This isn't acceptable, particular given the nature/importance of the items required which only creates stress. I will be looking to move to a new provider now as i refuse to go through this every time i order what are essential medical supplies. It should not be this difficult.

Baldev Singh

Service is so woeful. I use Fittleworth through my GP surgery to get my stoma bags.
I have raised complaints with Fittleworth on two occasions; below is a recent example of my experience:
- I raised an order on Fittleworth website and did not not receive an update
- I sent chase emails and still did not hear back. I then telephoned: and find it takes a long time to get through
- when I finally get through I am informed by Fittleworth that my GP Surgery has not signed my prescription
- I then chase the GP Surgery and find that Fittleworth did not send my request for prescription to the GP Surgery
- I then have to arrange for the prescription and then go back to Fittleworth for Fittleworth to arrange the order
- Only for further delays in delivery.
The whole cycle has taken one month in recent past.
Some years back the service used to be fine.
This company makes many millions a year and I suspect the bulk of that comes from NHS (i.e. our taxes).
Today I have realised that my GP surgery has had similar issues as my experience for other patients and I have now written to my MP about the poor service from Fittleworth.