Script-easy Avis 

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.

Something has changed with this company. I have tried numerous times to contact them to no avail. I have emailed, left phone number for return call but no response. Changes started to occur several weeks ago when I could only get in touch with ‘reception support’ who took my number who informed me a customer service person would ring back within 48 hrs(ridiculous). Sometimes did, sometimes not. 😖 When asked to be put through to management I was told they couldn’t (who are they kidding). They have now changed their there phone message asking to either wait for customer service to answer or press numbered button to keep place in queue and someone will ring back same day if before 3pm or next day if after. Not happened yet after phoning a number of times in the past week. They have become totally untrustworthy and am now in the process of moving away from them.

******Update****** 1/10/22

I discovered the people answering the phone and describing themselves as ‘reception support’ where, in fact, an outside company offering call answering services tasked with just taking phone numbers, no wonder they couldn’t pass me onto higher management.

I am now trying out Coloplast Charter. So far I have found them very helpful in guiding me through what I get from them, Connor was very helpful and sent out samples for me to try. I am still able to get items that I prefer. I am now set up with them and when I order my first re supply through my app I will see how efficient that is. I am well aware that there are issues with manufacture of certain items which these companies have no control over.

These clowns sent me a letter offering their services, but when I tried to contact them it proved impossible. They never, ever answer the phone, and never ever call you back, I almost wonder if they've gone out of business.

Not so hot. They like to send out medical equipment that was never asked for so as to make a bigger profit. I phoned several times and they said they would phone back I was greeted by an angry receptionist who said I was told they they would reply by phone within 48 hours. As 2x days had nearly passed by I phoned again but was told in a slightly angry tone: "48 hours has not passed so please wait"! Charming!" Anyway 48 hours did pass and guess what ..yes you've got it, they didn't phone me. Anyway I had to phone to stop all the unnecessary stuff being sent to me. Unfortunately they didn't stock the right size item I really needed, even though others have the same problem. Oh well.

Ordered items from surgery. Script easy rang me back to say items were not in stock and gave me an alternative. Contacted my surgery to explain the problem. This was sorted by script easy (David) who rang me to say prescription had arrived. Next day delivery arrived. Brilliant service, and 10/10 to David!

Excellent service from Scripteasy for my ongoing monthly prescriptions.

Scripteasy have never failed to deliver stock to me even when things have been challenging over the last 2 years because of Covid.

The Staff are always friendly and go above and beyond to sort out any issues that may arise.

I have had a slight issue for about 6-8 months but this was totally out of scripteasy control and this was due to the current delay with medical equipment and devices due to a manufacturing delay with suppliers and raw ingredients to make silicone which resulted in certain products being unavailable for some months but Scripteasy have always ensured I was never without my prescription.

Scripteasy had sourced alternative products for me while the stock delay was resolved and they were upfront and always made me aware of the situation with stock issue which was rapidly changing from month to month.

I must of tried 4 diffrent brands in this timescale but as I have said at no time was I left without a suitable product.

Scripteasy would ensure an alternative brand was sourced and delivered to me until my normal product arrived back into stock.

Even throughout the pandemic they've been fantastic and always on hand for advice and support.

The customer service team are well informed and know the products they offer. The support from the customer services team has been excellent and where I have run low on supplies the team will arrange an emergency delivery so you are not without these essential medical products while they wait on your GP to send in your prescription via EPS.

Keep up the great work!

One of the best companies for efficiency, speed, knowledgeable and great customer service. I wish more companies worked line this.

Very helpful and understanding telephonists who rapidly obtained a prescription and dispatched items to meet my urgent requirements. Rang late Monday and received 10.30 Wednesday. "Life saver". Many thanks Script Easy

Excellent customer service, fast delivery and so helpful . Understand the customers problems and go out of their way to help