Scripteasy Reviews 28

Yet again my catheter delivery by DHL has not arrived. This keeps happening. Script-easy themselves provide an excellent service but are continually let down by DHL. So why oh why do they keep using them. This time DHL said they could not find my address but the map they provided to show where their driver was showed they were 200 yards from our home. The packages have been in poor condition when they do finally arrive. Script-easy have said they will contact DHL and get back to me to inform me what is happening with my delivery but they never do. Overall an appalling service.

Very Very disappointed with scripteasy, I've ben using them for some years for the supply of continence sheaths for incontinence I have recently had the need to reorder but when I rang to place the order I was told out of stock until end of Sept early Oct. with no alternatives available, that is no good to me as I will be leaking probably in fount of visitor's or whilst out and about.
They do not seem to understand the urgently of my problem.
My incontinence is a symptom linked to my MS which is enough to deal with without the potential embarrassment of leaking in public.
There doesn't seem to be anywhere else I could go.

I’ve just placed an order and made a comment about how I’ve had two catheters split on me in ten days I was dealt with by such a lovely lady called Autumn she was so easy to talk to (l felt as though I’d known her for years) as l said to Autumn it’s such a brilliant service you provide,l do really appreciate it-thank you.

Using the service for about 11 years.
They were good for a while, greed has ruined the whole setup.
For past few months, NEARLY EVERY CONVIENE leaks and not from the 'tap' - bad manufacture..
Forget these idiots that won't accept responsibilty Too many private companies get out tax money.
Blank cheque book

The delivery of DHL of the package was in one word dismal, and appalling. He stopped in front of our house had a rummage in the back of the van, and drove off, we watched him doing it and we're speechless. Don't they realise that these medical supplies are important. Script Easy medical supplies itself is very helpful and gives an excellent service.

I've been using Scripteasy since 2020 for ordering catheters. They have provided outstanding service throughout that time - right up to the present day. When there have been problems obtaining certain products, they recommended some alternatives, sent me samples, and liaised with my GP practice to get the prescription changed etc. More recently, when the practice pharmacy started changing my prescription (without consulting with me!) they actively made enquiries and ensured I continued to have a supply. They have always responded quickly to my email enquiries and prescription requests (sometimes at weekends etc), and the turnaround time is generally extremely quick. I don't tend to phone them, so can't comment on that side (though they used to phone me to check if/when I needed to re-order, but stopped when I said I preferred to email). Overall - they've been amazingly supportive, and that's really important when you're reliant on medical support, especially when dealing directly with GPs/Practices/Pharmacies can be less than satisfactory!

My husband was catheterised earlier in A&E this week due to acute retention, and the advice we received from the hospital on discharge wasn't great. We phoned scripteasy the following day as had been told the hospital would be registering him for extra equipment, which hadn't been done, but the call handler was absolutely brilliant. Helpful, informative, friendly and talked him through the process. The additional equipment came, as promised 48 hours later. I can't fault them and thank you very much to the lady who took the call.

What a really great company to deal with. I have had to wear pee bags etc, due to wearing catheter nothing is to much trouble. If only N.H.S. was run on similar lines. I have only positive thoughts on N.H.S.

Didn't sign up for the service, my father doesn't have capacity. He's bedbound, so receiving deliveries would be difficult if I'm not around.
No one had a clue what the first delivery was, so it's been blocking the hallway and meanwhile, we've put in his regular prescription and have been wondering why it's been unavailable.
FedEx vans don't fit down the street, and having to wait while they block the road to deliver something can cause gridlock at some times of day. Its one of many reasons we pick up everything from the surgery, which is in the next street. We don't want to lose the practices pharmacy and be dependent on you lot (your reviews kind of suck) or have to make a 15 mile return journey to the nearest town.
Why would we need an extra nightbag stand? What do you think we've been using up until now?

Appalling service. Totally frustrating. Put in order at local GP surgery but then item out of stock. We have 3 different types of convene prescriptions registered with the surgery but I don’t have a crystal ball to know the
right one to choose! Then the company demand another prescription! It takes over a week for them to action this and by then our supplies have run out.

On phone messages are a waste of time as they quote
their order numbers but don’t mention the product so we have no idea to what they are referring.

They ignore my messages and speaking to them on the
phone is well nigh impossible as I cannot wait long
Periods for them to reply.

As a long time carer juggling many responsibilities, my
stress levels are going through the roof and my health
is suffering.

Come on ScriptEasy- get your act together. Take a
fresh look at your on line advertising and see how you
match up in reality?

Reading other reviews it’s clear something has gone very wrong with this once efficient company.

What has happened to Script Easy this year? Are they closing down? They were once brilliant! Almost two hours wait on the phone so I have to give up. My orders are suddenly out of stock but they weren’t out of stock when the order was placed. I’ve written letters of complaint .. one was answered promising samples of products … I’m still waiting! I have no products left at all now… and desperately need them…phones are not answered. Help!

Very poor service I have tried for two weeks to place an order, is there a staff problem or is it a one man band. This is supposed to be a service for people with a medical condition. Perhaps I should write to my MP or the health secretary.
This is the fourth day I have been on the phone for over an hour.

Like others last week there was no one answering the phone, however today they have introduced a time waiting and q position, it took just under 30 minutes, but the frequent updates and place moves reassuring.
Hopefully the dismal service of late will be a thing of the past.

As previously stated , this was a fantastic company to deal with over the last year or more , that is until a week ago , suddenly I could not get hold of anyone , I was put permanently on hold , with what sounded like just a looped recording that no one was around to answer.
I've Been trying for 5 days and was beginning to become concerned about being able to get my supply.
For anyone struggling I went straight to the producer of my catheters ( Hunter catheters ) and they have arranged to supply me ( through the NHS ) themselves
Good luck

I've been using the service for 3 years and until a couple of months ago all was fine. Now it's propving increasingly difficult to make contact with them. A series of 24 minute hold music only to be terminated by being cut off! I've tried emailing, but no response. One other curious thing is that although they are part of Bard the items from that manufacturer never seem to be in stock! What on earth is going on? Does Thomas Polen the CEO of the parent company in the US have any itea what is going on?

As previous comments. This used to be an amazing company but WHAT HAS HAPPENED. I have been trying to contact them all week and nothing. I have only ever used Scripteasy, now have to start all over again with someone else. I certainly won't be using them again. I too have emailed but had no response.

Used to be a good service, now never answer phone don't respond to emails and seem to have significant supply problems. This is very worrying if you rely on them for medical aids

What the hell happened?

ScriptEasy used to be amazing. A phone call every month at around about the time I ran out, to check if I needed to place an order, order came within 4/5 days usually. If I needed it earlier, they did their best to provide at least some of the order urgently to tide me over. If I had to phone them, they answered within 5 minutes and were always helpful and friendly. Faultless.

Then...

This month, instead of a phone call I got a letter (a week late) saying "if you need anything, call us" basically. So I did. Recorded message: "press 1 to let us call you back within 48hrs" (paraphrasing). Ok, a massive step down, but fair enough.

Four days later, nobody has called. Called them again, hold music for... *checks phone*... 56 minutes. No indication of if I'm even in a queue, let alone how close to the front I am.

They've gone from the best possible customer experience to the absolute worse I've ever had in the space of a month. Meanwhile, the essential product I need to enjoy any kind of standard of living has three days' supply left with orders (when I'm allowed to make one) usually taking a week to arrive; they don't seem to care any more.

Update: In the interest of fairness, I feel compelled to report that I did receive a callback today (a full six working days after first requesting one) and the guy on the phone was great and has promised an urgent delivery by the end of the week. Now that I've finally got through to someone I have no reason to doubt this will happen (will update if it doesn't).

It just seems that either they've slashed the number of staff they employ, or something else is going on, because the actual getting-through-to-speak-to-someone part is a complete shambles now.

It's as if they company have built a near-impenetrable wall between the customer and the staff, who seem to be genuinely trying to provide the level of service I've come to expect, they're just not able to through no fault of theirs.

APPALLING SERVICE
I enjoyed excellent service from this company for 3 years until I attempted to place an urgent order last week. When I phoned, instead of the usual helpful voice I received a recorded message inviting me to press a number on my phone if I wanted to stay in a queue and wait for them to call me back sometime within the next 48 HOURS. This was 4 days ago and they have not called back. I have tried calling again, even hanging on for an hour, all to no avail. I also tried to contact them via email, but they haven't bothered to reply. Something has suddenly gone seriously wrong with this company. I am not prepared to be treated in this cavalier manner and am now going to source my medical supplies from elsewhere. They have lost a regular, loyal customer

Have trouble getting through to this Company. I cancelled items only to receive them. (making money from the NHS) All the items I wanted were out of stock again. I now have to ask the nurses for any equipment that I need. I am going to ask to change to a different company.