Comfort Medical Avis 

Superb assistance from customer service. All of my questions were answered and I was helped with my first order for ostomy products 🙃.

It took over 4 weeks from the time my Doctor sent in the prescription for catheters until I received them. After several calls I was told the prescription wasn't signed - even though the doctor's office had sent it twice. No one from Comfort medical communicated with me during this time. Instead, I kept calling only to find out that there was a problem. I finally was told on a Tuesday that the signed prescription had been received and the shipment would go out. When I called to check I was told that the prescription had been signed by the physician's assistant but she did not include her PA number so the shipment was being held up. Finally, "Mike" was able to resolve the final issues and the prescription was shipped. As a new customer this was a terrible experience - one which I reported to Coloplast.
The fundamental problem, from my perspective, is that there is little or no communication from Comfort Medical to the patient when there are problems. The above problems should have been resolved in one week.

Got my supplies to me quickly before I went on a trip

The online ordering was easy. They were delivered promptly. No problems.

Person I talked to was very polite and helpful.

I am contacted on time for replacement items. Those I speak to sound truly concerned about insuring I get and have what I need.
I thank them for that.

Called Monday. Left callback info. Told rep would call back in 24 hours.

24 hours later, no call back.

Called Tuesday. Pressed rep (who wanted to do another call back). Transferred to another rep. Finally able to place order.

Thursday received shipment email. Hope supplies are delivered today.

By the way, no rep ever called back.

It's been like this most of 2023. Infuriating to work with Comfort Medical.

Update: Received a text that package was undeliverable. Needed address verification. Completed same. Next page, pay 30 cents for redelivery. I exited that page.

Saw a chat box so I enlisted help. It's an unhelpful bot.

Requested agent. Spent an hour texting with several agents. Never got the answers to my questions.

Received an email-package delivered; left in lobby.

Whew!

Can NEVER get a person on the phone same day I call!!!

It was very good it works perfectly I really enjoy not having problems anymore. Thank you so much I appreciate it

several phone calls made with no response. incompetent individuals answering calls. Needs not met.

Very knowledge people and the great and constant follow-up,

I have used them for years and in the last year, except for one woman, Customer Service has really declined. But I only today received an order containing my ostomy deodorant in a bag and every bottle was leaking - one was less than half full and all the lids were loose.
I already have to buy extras because Medicare thinks one 8 ounce bottle should last a full month for an ileostomy and now I dot have enough for another week.

They are very professional and get the job done with out any waiting I’m very impressed with your team skills

Buying products for three years. Things have gone downhill b/c when you call, you speak to no one. So called "leave your number and we will call you"?? Forget it ...no one calls. When on hold sometimes for 40 minutes you get to hear Kenny G music incessantly. My suggestion is find another company. You will savew youself time and frustration

I have been a customer for more than 10 years. Comfort Medical used to be efficient, and easy to deal with. but that is no longer the case! it is extremely difficult to make contact with an actual person! There is always an excuse. "all reps are" " undergoing system upgrade" etc I am on hold for long periods of time, then get cut off. "We will return your call within 24 hours. They never do!

The customer service representative, Joanne Folk, went over and above with helping me with my supply order. Any questions I had she answered right away. Joanne checked on my order daily with updates and the status of the shipment. I had been several weeks trying to get supplies from anywhere i could. I was almost down to nothing. Joanne took pride in her work and didn't make me feel like I was just a number or another person with the same problem. In my opinion, Joanne Folk went over and beyond to help me. In my time of need and all this being new to me, Joanne eased my stress and gave me hope that there really are nice people still willing to help you out there. Joanne is definitely a great asset to your company. More than 5 stars from me. Thank you again for all your help and concern.

On their website they say “Never again run out of catheter or ostomy supplies”. They also say “worry-free process” and “superior customer service.” They lie. I live in a rural area, ordered my items in sufficient time in advance. When it did not arrive as expected, i called 3-4 times. (Seldom got a live person, only recordings.) Was assured it was on the way, it had been shipped. Was told on one occasion that it would arrive “that day.” It did not! Once i was totally out of supplies, i drove 2 hours to the nearest medical supply to pick up supplies (costing me over $350 out of pocket). Comfort suggests the delay was due to me being in a rural area. Bunk. With my business i receive many packages/shipments. Seldom a problem. It is clearly evident to me that they are not trustworthy. I had called them multiple times, leaving messages. If they returned the call, it was often a delayed call. On the front end they were faxing “my doctor” permission for the script - the problem being they were sending that to a doctor I have never heard of in a different State. (If they attempted to call me, they never left a voice mail - which I would have happily returned.) Multiple fumbles on their part - i would not trust them! There are many good medical supply options out there. Comfort is not one i would trust!

It is very helpful to get emails around the time that we need to order more supplies. It makes ordering quick and simple.

Very difficult company to deal with in so many ways. Phone service is ridiculous , I have waited as long as 45 minutes on hold, only to be disconnected. I’ve left messages several times that were never returned. When I could reach somebody, they were often ill informed and not very nice. I was working with the Peristeen division, and the approval process was lengthy, some of which may have been an insurance issue. Nevertheless, nobody at Comfort was ever friendly or helpful, never followed up and I had to beg and scream to get anybody’s attention. Working with Comfort Medical is one of the worst experiences in the healthcare system that I have had in 20 years. You really ought to make some changes.