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May 2024 by Phyllis Heackley
I placed an order on Oct 22, it is now Nov 18, no supplies sent. I have called only to get answering machine that say's they are overwhelmed with calls and to leave a call back number, well, I've done that 4 times now and still no return call. Ok, it is Nov 23, finally received my order, but only after a month of making phone calls to Liberator and my doctor. The prescription was the problem, it had to be filled out to the correct specifications for Medicare to accept it. My problem with Liberator is they need to be more specific when communicating with the doctor, as far as how to fill out the form. They did overnight my order after such a long , frustrating month, I appreciate that, so I've given them 3 stars instead of 1. I hope I won't have the same problem next order. Edit previous review, it's been a while since this review, but it seems the service is getting better. Phone calls are answered quickly and orders received quicker. so I'm giving them 4 stars, just hope the service continues to get better.
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April 2024 by wendy Mastalski
Where to start. The beginning of January 2024 I ordered the Purewick pump and catheter supplies for my mom. The same week the supplies arrived (January 13) we started home care hospice. My mom passed on January 19. We never even had a chance to open the package. I made phone call to start refund process. They gave me a tracking number for FedEx to pick up order. It was picked up and returned date of February 5, 2024. On February 16 I called to follow-up. They couldn't find the package under the tracking number in their system, they did find it under the tracking number I had. At this point they apologized and said due to their error they would expedite the normal 60 day process. March 12 I called again, still in proces, so much for expedited. April 4 called again, I am told it's in process. They may have mailed a check since my mom passed away. My mom didn't place order, I did so it should go back on my charge card. April 5 called again. I am told that the refund has been approved as of March 22. I should have refund back on card within 48 hours. Guess what I was calling again on April 8th no answers. Called again April 10 will check into it and call you back. So far no call back. I don't understand why you can charge a card immediately but it takes over 60 + days to do refund back to card. I am in the customer service industry, this is not how to do business. I hope people read reviews before supporting businesses, and yes I write good reviews as well. Good luck in your future purchases
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March 2024 by Jan Chase
Been supplied by this company for many years with no issues. Today, reordering was the worst customer service, rude & short with me. Told him I'd switch to another company and he said, "have at it".
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March 2024 by Tim Meyer
Everything was fine, until I added Medicare coverage through Blue Care Network. I called a week after placing my third order, left message, hold, called back etc., etc., only to finally find out two hours later that they didn't take Blue Care coverage. By then I was down to a week's supply, and leaving town. No one cared.
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February 2024 by D Bennion
zero stars would be more appropriate. I ordered 540 catheters but only recieved 30 with a note that the order Might be shipped in multiple packages. then when I called later they said I should have call immediately. I was charged for all 540 and no correction in sight.
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February 2024 by Jonathan Creal
Worst customer service I have EVER received in my lifetime. Again and again and again I was told my concern was being escalated higher. I never got a call from a manager…NOTHING!!! It’s been seven months and was finally told there is nothing I can do about a delivery I never received. The balance was still pending. They are thieves. Be very careful dealing with this company. I finally understand why my urologist said she doesn’t like dealing with Liberator. I should have listened to my doctor!!!
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February 2024 by Henrietta Leonard
I have been with Liberator since 2007, I have never had a problem until this year, which is partially my fault with Ins. , I own my part but when Meicare approved the order, I was told on Monday 01-15-24 that my order was approved and would ship on Tuesday and I should get the order on Wed, they didn't come so I called on Thursady and talked to Jessica who told me she would ck into it, I was told that they were set to ship on 01-23-24, after explaining to her that I was out of cathaters , she said she would see about getting them overnighted and would call me back, no call back, so I called again this morning and talked to another CSR who said that Jessica would call me back and it is now 2:10pm and still no return call. I have been out of catheters forover a week and have to keep washing them with anitbacteria soap to prevent infection.
The first of Dec I rec'd a call to place an order and at the time I didn't need to reorder but they were to call me back in two weeks and no call, I called before New Years and that is when I found out that my Medicare Advantage plan had cancelled , once I got the Medicare approved, I called, talked to Jessica who said she would submit the order, I have had to call at least three times this week.
01/19/24 i was told I would get them on 01/20/24 by 2pm, I found out the shipping label wasn't created until 01/19/24, I don't understan this if they were ready to ship out on 1/16/24 why did they set in the warehouse until 1/19/24 , and found out the shipping order wasn't created until late 1/19/24, now my order was setting at the FEDEX in Twinsburg, OH and they told me it will be Monday 01/22/24 before they are delivered.
Most unhappy.
Henrietta Leonard
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February 2024 by Robin D
On 12/8/23 I ordered a new urine collection container and a box of wicks. They charged me twice and sent double. I called to return one set and like others have mentioned they was going to charge me a restock fee. I finally got a supervisor and was told they would not charge me. The items was picked up by FedEx 3 days later and I have yet to receive a refund. This company customer service and policy is horrible.
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January 2024 by C Stromblad
Bought a pure wick without battery package on 10/14/2023 for $529. Returned 10/27 due to person passing away prior to use. Still have not received a refund as of 01/02/2024. Returns are supposed to take 60 days & include a 15% restocking fee. I would fully expect a restocking fee to be waived in this situation but don’t think I will ever get my money back.
Have called multiple times with no resolution. Currently waiting for them to answer in the billing department & it has been an hour & a half.
Do not purchase medical supplies from this company. Better Business Bureau has been notified for the second time.
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January 2024 by E
They were great until they got their new portal. They used to call me, give me the price, and it would show up on time. Now they have people that have no idea what is going on. The portal doesn't work. As far as the price, they say they can't give it to me so I am SUPPOSED TO JUST PAY WHATEVER THEY WANT!! I am so done with medical companies surprise billing people!
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December 2023 by Elise Allen
I reached out to inquire about your products for a family member. I spoke with Kimberly who took the time to answer all my questions. She also stated when I was ready to place an order she would guide me through the process. She was amazing, the company needs to clone her!
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December 2023 by freethinker424
What a horrible evil company. First of all they charged my insurance $1,000 for 450 catheters which left me with $100 coinsurance. Then they just sent the same bill again after I already paid it.
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December 2023 by Adam Michelin
Worst service ever. No answer, no return calls they lost dr prescription no dupplies for 2 months. Moved to different vendor.
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December 2023 by Jeanne Mathis
I was fortunate to get customer service representative Kimberly Kohler. Was I ever lucky!She is professional, knowledgeable, caring and compassionate.Best customer service rep I have ever dealt with. She is definitely a 10+ in my book. Hope tbe company knows what a great asset she is.Hope we cross paths again.
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December 2023 by P
ZERO STARS!! ZERO STARS!!! DO NOT UNDER ANY CIRCUMSTANCES USE THIS COMPANY!! It’s been almost 3 years of hell!!! I hope this is my last order since I will not need my ostomy due to reconnective surgery in near future otherwise I would switch. Absolutely horrible!! Worse than horrible!! Save yourself a huge amount of frustration!! DO NOT USE!! DO NOT USE!!
