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Month after ileostomy and Liberator still is sending wrong supplies

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Posted 6/12/2011 12:06 AM (GMT 0)
I had my ileostomy May 10th and am still trying to get the correct supplies. They have shipped 4x and always incorrect. Where they send me pouches that have to be closed with barrets. Which i don't mind the pouches except for after emptying it is such a pain to clean the ends compared to the velcro like closures. They keep sending me pouches that don't fit with the wafer barriers. Or the wafrer barriers are way too huge for my stoma. It is so frustrating. They don't have a catalog that can be sent so I can't pick them out myself. Ugh...

Does anyone recommend another company? I am using convatec, auto-lock wafer barrier.

Serenitee


ileostomy month ago...
Posted 6/12/2011 12:29 AM (GMT 0)
Absolutely!! I use Edgepark. They are always right on the mark. The people who answer the phone know what they are talking about, not just phone answerers. Phone number is 800 321 0591. They have a good all inclusive catalog that they will send. Just ask.

Dan
Posted 6/12/2011 12:55 AM (GMT 0)
I had my surgery on March 2nd. Edgepark was great once I decided on which type I liked. Call each of the different brands directly for samples. Then, once you decide on the type/style you like, order via Edgepark. They are fantastic!

Good luck!
Posted 6/12/2011 1:09 AM (GMT 0)
Convatec phone 800 422 8811
Hollister phone 888 740 8999

Dan
Posted 6/12/2011 1:34 AM (GMT 0)
My husband uses Edgepark as well. I do the ordering for him but have spoken several times with their representatives who are very helpful and very knowledgeable. We have not had an error yet.

Everything can be accessed on the computer and very easy to re-order once you know exactly what you want.

The catalog from Edgepark( and I am sure the other companies as well)I find the color coding to be very helpful too so you don't make a mistake if you decide to try a different pouch for a wafer system so you get what is compatible for that size wafer.

Make sure you write down the # of the wafer you like/prefer and its corresponding pouch/bag that fits it correctly so when you re-order you have the correct ones if they are messing things up on you somehow. If you are ordering on the phone maybe it might be better to manage it on the computer and submit orders that way so you have a printout of what you actually order to match against what comes in the filled order. I'm surprised you are having this much difficulty...they should know what they are doing. That's their business and this is so new for you.
Posted 6/12/2011 3:44 AM (GMT 0)
I read somewhere else where someone has been having problems with Liberator recently (apparently, they've merged with another company or something) and their customer service has suffered. You're not alone from what I can tell in these problems with them.
Posted 6/12/2011 9:43 PM (GMT 0)
WoW, Thank You All for the Help. It really makes me feel a lot better...I will definitely make those calls. I don't know what I would do without the help of you all...Your truly a blessing and again thanx.

I will keep you posted on what happens next.

Serenitee
Posted 6/13/2011 1:05 PM (GMT 0)
I use edgepark too. I call and talk to the same guy every time -- he's very nice and knowledgeable, and he knows my nurse, asks how I'm doing etc. I do have their catalog, so I say what I want w/the numbers, and he can tell me where it will be shipping from etc (usually things come overnight, but sometimes they are coming from another warehouse, and it takes an extra day).

Sorry you've been having so much trouble ... that's one more hassle you don't need at all.
Posted 6/13/2011 6:40 PM (GMT 0)
WoW, again thank you. Calling Edgepark today.

Serenitee
Posted 6/15/2011 8:09 PM (GMT 0)
Update:

Liberator finally sent me a pouch and wafer that matches. Then this morning I received Flowers from them apologizing for all the problems.

I requested a catalog from Edgpark and just waiting to receive that as well.

Thanx again everyone, your the best :)

Serenitee
Posted 6/15/2011 10:39 PM (GMT 0)
That's amazing that they sent flowers, never heard of a company doing that. Glad you have the supplies you wanted.
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