The Spoonie Mummy

In May I travelled abroad for the first time with my stoma – crazy I know! Stanley was 10 in April and while not my first holiday, it was my first time flying and going to another country with him.

One of the preparations I made was to inform my stoma supplies delivery company that I was going away. This meant we could schedule my delivery for a few days before my flight and I would have everything I needed for my holiday.

Read more: Ostomy 101 – Why I’m Changing My Stoma Supplies Delivery Company

Except it didn’t quite work out that way, as I got home from work on the Wednesday and there was no delivery. I popped over an email to them straight away explaining the delivery hadn’t arrived. I didn’t receive a response until 4.27pm on the Friday, with a helpful reminder that they were closed from 4.30pm that day, and for the following three days due to the bank holiday. An issue with the warehouse was blamed, no indication of when I was getting my things and no apology, I was gutted. This was the last thing I needed before going abroad for the first time.

I emailed back and informed them of this and received no apology still. I understand issues can happen, but the lack of communication and the fact no one said sorry really got to me – I thought I was going to avoid stress about having supplies before going away and now that wasn’t going to happen.

I received a response saying my order was going to b e delivered the following Monday, on the following Tuesday. Itr then did not arrive till the Wednesday (no communication about this delay either) but by then I had low expectations.

The following month I got my usual stock check and delivery email – placed an order and was given a delivery date. Maybe this was just a blip!

The date arrived and the order came! I then opened the box… three items and one of them was wrong. Less than half the products I had ordered were there, with no explanation or indication of when they would be sent. I checked my NHS app and saw that all of my prescribed products had indeed, been ordered by them through my GP.

Around two weeks later I received an email – Natalie time for your stock check and to place your order – but I’d yet to receive over half of my last order! I replied and made them aware of this. This time I got an apology and was told a formal complaint would be lodged. My supplies would be sent out straight away, but the two prescription items were again ordered through my G.P. Anybody getting their stoma supplies will know what a pain their G.P. can be so the fact they’d ordered them again, would make it seem like I was over-ordering and this could cause potential issues and is just a worry I don’t need.

I am due to go on holiday again soon and couldn’t risk getting this kind of service agai, so I made the decision to switch to a different delivery company. It was a super easy process and I have chosen to go with Respond – I have previously written for them and appeared on their podcast with Louise and Rachel and everyone I have come across from the company have been so lovely.

I arranged a phone call to fit around work and we went through how their company works in regards to ordering (I struggle to do it by phone as can’t have my phone with me at work) and what the complimentary items were. We went through my prescription items and then I was put through to my area representative to sort out G.P. details and place my first order. She said it would arrive the following Tuesday as she knew I was worried about going away again and being without some items….. but it came the next day with everything ther, which was amazing!

All this to say – you don’t have to stand for it if you are getting a bad service. Some people I know feel tied in because they use products made by the same company, because it is who their hospital recommended or because they’ve always used them. But they need to work for you too and there are a number of different companies you can try!

I have purposely not named the company I was with because I don’t want to bad mouth people and for years I have had a great service – but their lack of communication and empathy for how I felt being left without products I needed was shocking to me. Issues will always arise, but a simple call or email to explain a certain product isn’t in stoick and will arrive a few days later doesn’t take two minutes to solrt.

I will keep you updated about how my deliveries with Respond go, but so far I am super impressed! I’d love to hear who you use, would recommend and what experiences you have had to share with fellow olstomates in the comments below!