Bullen Healthcare Reviews 16

Unable to process even the most easy of orders. Making money from the NHS without delivering any quality of service at all. Can’t bare to deal with them. Inept to the point of clinical culpability. Forced to use by GP.

This is I beleive Surrey heratslands prescription supplyer, they have taken over and blocked me using the NHS app.

I now wait for a pointless call once a month at a random time, I even get pre recorded calls telling me to call them back. I have had text messages I did not ask for as well. I have had wrong items supplied, extra items supplied.

I am now waiting for a call for my prescription order with only days of supplies, I am not now able to manage my own medication as I have done for years through the NHS. The whole system is a farce and putting patients at risk.

They also ask pointless questions about infections, if they were part of the NHS they should have access to my medical records and all ready have those answers. They also ask about changing supplier, No way I am staying with fittle worth. Sadly I have to go through Bullen to get the prescription.

They also do not comunicate very well and the whole switch to surrey heart lands and Bullen has been and is a mess, they dont tell you that you can stay with your current supplier or that you can still use your GP for the prescription as per the ICB recomendations.

Please also note an NHS prescription should be ordered through the NHS app or medical presciber and not a third party, plus my details should not have been sent to a third party ( Bullen ) without my approval which would never have been given and I was never consulted on.

Don’t deliver on time - don’t keep you posted on delivery updates - difficult to get hold of people - so far Ben using them for about two months and feel I need to find another provider as this company is not good at all

Bullen sent the wrong items. They did not reply to 5 emails & 4 phone calls. On the 6th email they replied. It was most frustrating to get agreement after 1,5 months. No apologies. Exceptionally poor service. I have now changed supplier.

Bullens (MARSS) still asking questions of patients who use a different dispenser than themselves when they call to order their stoma products, "Are you happy with your current dispenser".

Completely unnecessary question, and one that can only be used to poach customers.

Shoddy and underhand practice.

Reply: There is absolutely no need for you to specifically ask customers using a different dispenser than yourselves if they are happy with the service from their own dispensers. This is not a sales contact. You are here to provide a service to NHS customers who have regrettably been forced to use the MARS service which you are paid to provide.

Been with Bullen for 2 decades but now the service is appalling! Every month there is always an issue with my order and most common issue is multiple missed delivery times. I placed an order almost a week ago and should have been delivered. I got a text day prior to say delivery was next day, after that text, no communication from courier, no further texts, nothing.

Nothing arrived and knowing they closed at 5:30pm, I called them at 4pm to be told the order was only just packed and promised me it would come today. I said then why did Bullen text me to say it was coming on the 27th, they repeated same nonsense saying it’s only been packed.

It’s now the next day and by no surprise, no text to say my order is due for delivery! I called again to be told the opposite, that it wasn’t being packaged yesterday, but only being packed up today! Why am I being told different things by different agents when they see the exact same info on screen?!

I have less than a week left and got multiple appointments next week and need my order THIS week. Way this company is treating the sick and vulnerable customers is disgusting and shameful.

For some unexplained reason this company was inserted as a completely unnecessary laver of administration on the basis that they were likely to be experts in the area of stoma and related conditions. After 11 years of exemplary care between my GP and coloplast I was forced to use these supposed specialists. They are awful on so many levels..
First they don't understand the patients requirements
Second they do not fulfill the repeat prescription approved by the GP
When asked why they have not fulfilled the repeat prescription they do not respond
I have had the same repeat prescription for 11years because it consists of 2 boxes of 30 colostomy bags matched with 3 boxes of irrigation sleeves bas every sleeves need a bag.

Clearly you need one sleeve for one bag. The experience of 11 years is that two boxes of bags with 3 boxes of sleeves is the optimal repeat prescription.

That optimal prescription results in on average Five and a half deliveries per year.

Currently the willy nilly and hoc decision to not fulfill the repeat prescription of 11years standing and only sending one box of bags and one box of irrigation sleeves means I will now have to place an order every 15'days resulting in 18 deliveries a year instead of 5

Such kind, caring and understanding people to deal with.
Thoroughly recommended.
Such excellence cannot be improved upon

Delivery dates not met.
Previous system, dealing directly with Coloplast was efficient and worked.
Suggest BHC use a different (trackable) courier service, not Parcel Force.
Two missed delivery dates, even now unsure when to expect delivery, will be 10 days after order placed and first delivery date confirmed.

Bullen telephoned following my review and have done everything they can to resolve the problems. I have now received all my items and they have followed up with a further call to make sure everything has been resolved.

Service has been terrible. I ordered a pair of prescription acti-briefs but the first time I used them the flange split. The helpline said they would get the marketing team to send me out replacement flanges. After 5 days I chased and was told that they had only just been sent 1st class and they eventually arrived after another 4 days. They were actually sent via Royal Mail 48 hour tracking so probably were sent the day after they said. In the meantime I got another prescription for a second pair. These never arrived and no one can tell me what happened to them. They then said they were out of stock and the replacements would take 11 days to arrive. I complained and a manager has promised they will be here by 16th December. By now I was fairly desperate as I have been housebound due to post op incontinence so yesterday I ordered 2 pairs (non-prescription £60) from Vyne which were in stock and arrived today. It takes on average 20 minutes to get through to Bullen helpline due to their high call volumes - I’ve been calling up to 3 times a day - and they are the only good part of the company, let down by their colleagues in marketing and warehouse. If you can, just go to Vyne.co.uk

Rung the above site today because the previous company that provided the products no longer provided the prescription and I spoke to a Lovely guy this afternoon called Daniel Morrison, he was very Helpful, Excellent Customer services, #100% Customer Service, Very Professional, took their time to talk to me and explain to me what they do etc , think I shared too much lol, he was easy to talk to, Very understanding to me which was very Appreciated.. He even sorted out my prescription so I didn't have to worry about it... so thanks.. Great Customer service, #100%, #Bullen Healthcare... #Great Staff... Thanks 😊.. Amber

Brilliant service for over 4 years. Would not use anyone else

I have had to use Bullen for about 7 months now and I cant thank, or praise, them enough for their service.
Everyone you speak to is very friendly, polite and more than helpful.
They take their time to listen and advise you regarding products and delivery, not to mention that they always call you back when promised.
I wish there were more companies with this level of customer service.
5 Stars for sure!

Over the past year, the customer service has been consistently poor. The GP has now prohibited providers from automatically ordering supplies, citing concerns about providers overordering on behalf of clients and the resulting cost burden on NHS.
As a result, I now have to contact the GP to request the release of the prescription and send an email to my personal advisor. I also copy in a generic email as I have not received a responses from the advisor previously and have had to chase them.
Today, after waiting for one week without any contact despite sending repeated messages, I called.
The call taker informed me that they could not assist me and would transfer me to my advisor. However, the telephone system is deeply flawed. The call back feature does not work, and the system constantly states that there is a one-minute waiting time to speak to someone. After 29 minutes, I had to hang up and call the desk again to complain.
Furthermore, I ran out of essential supplies, which is unacceptable and should not have occurred.
This business needs an audit, clearly unfit to work with Bladder and Bowel Charity.

Bullen are excellent. Chloe always calls me in plenty of time so that I never run short of supplies.
The previous company I obtained Stoma supplies from relied on me remembering what and when to order
That changed completely when I switched to Bullen, reliable service, great customer service team.

Thank you so much for your help today Louise especially for working out who i was and contacting me direct, together with your stoma care nurse who helped resolve my very urgent situation and had products delivered the day after. My review when written, I was in shear desperation and as promised, have now deleted my negative comments. 🙃