Comfort Medical

Not a Great First Start

We have just started with Comfort Medical. Our first problem was that the ordered was delayed, leaving us in a bind for supplies. The second problem was our inability to get through to anyone on the phone. We did receive the supplies we ordered after a week’s delay.

I don't like not being able to edit or…

I don't like not being able to edit or update my personal information on the app. My order ended up being very delayed because I couldn't even get anywhere after sitting on the phone for 30 minutes waiting for a person to answer just to tell me I'll have to wait for a call back, which I never received. I had to email customer support multiple times to finally get a response. After going through the hassle to get my information updated, they finally shipped my order and I received it faster than expected.

GOOD and BAD

GOOD: I like that your customer service reps are understandable. I am not prejudice but, another companies reps had such strong accents that I had trouble communicating. Your reps are friendly. BAD: I have been your customer for less than a year. During that time I have been told your web access doesn't work because it is being redesigned. I can not access my Comfort Medical account from the web or the app. When is this going to be fixed?

Mike LundquistUnited States · 1 review · Experienced 2023-09-20 · Posted 2023-10-01

The customer service people are very…

The customer service people are very helpful. The only problem I gave us with communication. I have been trying to access the web site and was told someone would contact me about it. Never has happened. Also would like a notification when my order will be shipping with tracking information. Thank you.

Helpful and informative customer…

Helpful and informative customer service.

Cathy PerezUnited States · 1 review · Experienced 2023-09-30 · Posted 2023-09-30

Placed my re-order with no problem. Arrived in good time. BUT FedEx has and always leaves package just inside gate where anyone can take it. I am currently not home, hope it's still there when I arriv

Placed my reorder

What goes wrong every time

What goes wrong every time? I order things, even tho I have prescriptions, you don't send it, it takes too long. You ask illegal questions when I get on the phone. I HATE calling you every month. I am disgusted with the fact that you won't staff up. That your technology is NOT updated, even tho you began updating it over a year ago. There's no flexibility to change an order online without talking to a person...shall I go on? Yes, many of your associates have NO idea what it is like to depend upon a company for LIFE supplies, so their empathy levels stink. And That undesirable behavior is ALWAYS mirrored by the upper management, as emotions and attitudes roll down to the ranks. If you are going to ask us how you are doing, then DO SOMETHING about it and stop wasting our time answering questions that you have no intention of doing anything about. NOT HAPPY with YOU at all. Obviously.

Need to work on due diligence for overages

You completely overlooked the letter of medical necessity (that I was directed to get by a representative that INCLUDED billing item numbers) for my overages and without contacting me sent a CHANGE to my RX to my provider. This led to major delays in my order and my having to buy supplies out of pocket as it took you 3 weeks to get it sorted and only AFTER I called to ask you to look for the letter. There was ZERO communication with me unless I called. This was my first order with you. It WAS all sorted out and everyone but the person who ignored the letter I provided was helpful and understanding but almost a month to get an order straight is a bit much. When I finally got the order there was one item ordered for qty 5 and you sent 2. Everything else was ok. I feel like it will work well from here on out but very frustrating first experience.

Sharon Holmes ReidUnited States · 1 review · Experienced 2023-09-12 · Posted 2023-09-29

First contact was difficult

First contact was difficult. Comfort Medical left a message for me on my husband's cell and person leaving message had thick accent so message hard to understand. I called the number left on husband's voicemail and the person who answered right away wa trying to see me a medical alert system and I could not interrupt so finally hung up.v Couple weeks later when I had not received any supplies, I called Colorplast and they connected me with Comfort Medical and I now have supplies. Also I was led to believe I was receiving a 90 day supply but only got a 30 day supply with no explanation.

easy to deal with

easy to deal with - NOT yor robot, but the people I dealt with. Friendly and very helpful.

Very fast response and delivery

terrible service

terrible service no one ever returns my calls and there has been multiple billing issues.

Twinklez JonesUnited States · 6 reviews · Experienced 2023-09-28 · Posted 2023-09-29

I recently had an issue with the style…

I recently had an issue with the style of ostomy bag that I am using and needed to switch to a different style for health reasons. The representative that I spoke to on September 28th was not only very quick about solving my problem but kind and understanding as well which means a lot to patients. Prior to using comfort medical I had been using a company called Medline because that's what my home nurse had started me with and I had to stop using them at the point of it taking up to 6 weeks to receive something that you need. This has never happened to me with comfort since I started and I am very grateful to have found your company. Thank you and keep up the good work.

Shaky start-up

Got my welcome kit pretty fast which included about 15 - 20 catheters. Big screw ups getting the next delivery. There was apparently a problem with the doctor's prescription not having the duration included. Not sure what happened between you and the doctor's office but I was on the phone with you a few times concerning a medical release from visiting nurses. It all worked out but not without major concern as my first month's delivery arrived the afternoon of my using my last catheter that morning. Not a very good start....

Careless shipping

They said on the phone that it was no problem to ship to a secondary address, but couldn't manage to actually do it. And since they use a cheap shipping company, my order was left out on the street in the middle of the city. When I try to call to clear it up, I get sent either to voicemail or an answering service.

Great people to work with and they get…Efficiency

Great people to work with and they get it right.

For the first time in nearly 3 years

For the first time in nearly 3 years, my order was unexpectedly delayed, causing me anxiety. However, it was resolved and an emergency supply was sent until the shipment was received. Normally, Comfort would get 5 stars, but this hiccup was concerning because the shipment arrived almost a month after the order was placed. I do appreciate the good customer service I've received in the past and hope this doesn't happen again. Thank you for your interest and concern...

Kate F.United States · 2 reviews · Experienced 2023-09-07 · Posted 2023-09-28

You kept track of my timeline and…

You kept track of my timeline and refilled correctly!

Wonderful customer service!

I called during my small window of time and was immediately put through to a specialist that handled my order. Order came within a couple days. Prompt service.

They are very knowledgeable of what you…

They are very knowledgeable of what you need and are able to order it easily.