Liberator Medical Supply

I have been trying to get my father’s catheters delivered for over 2 months now. The dr office faxed and mailed the script. They supposedly never received them! Spent over 2 hours on the phone finally got a supervisor that was useless. I called the dr office on another line and had them talk with each other. They finally emailed it to the supervisor. She calls me an hour later saying they have the wrong dx code! What did she expect me to do? I cannot write a script. Why is she treating me as the middleman? I really don’t understand how these people get in the position they are in when they can’t call the doctors office themselves and explain to them they expect the patient’s family to do all the work so this point I still have not heard back from her and I left a message. Absolute terrible customer service.

Nikkia is the best customer rep I've ever dealt with - so patient and calm. I was upset when I called due to a mix up with my account (was down to my lowest ever available before I realized had not received notice that order was due). Her calm and professional manner was truly appreciated. She could teach a class on customer relations.

Liberator is fine until you have a problem. Then it's a downhill slide. Customer service will lie to you, keep you on hold until the call is dropped or they will hang up on you. When you get a "goodbye", that's a hang up. Or your call will be transferred to their answering service. I should have checked the reviews before I started using liberator.

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Horrible customer service. Can't reach anyone to discuss problems.

They messed up many orders. Shipped mg catheters to the wrong address twice. Having a recall now from the manufacturer of catheter. I recieved two identical notices today from FedEx to check my supply if I have any on recall. I do 330 can't use them now. The FedEx was sent 2 days ago. Why wasn't I called by Liberator bad support. No catheters for 2 days days. Tomorrow I have to drive 30 miles to find some. They really lack organization and service. Poor customer service person takes the heat for a poorly run company.

Up until now I've been satisfied BUT...my father died back in April. I returned (unopened and in the original packaging) one box of catheters. I was told I would get a full refund in about a month. I called after a month and was told that it would actually take 2 months. Three months and several phone calls later and still no refund. They keep telling me it's being processed. How long does it take to process a credit card refund? I've lost patience with these people.

three out of six they had mess the the order so bad I have to to the hospital to buy my supplies out right

I am pleased with the assistance Liberator has given me. The only way I could have gotten better service is if they were in my community, rather than in Florida,

My first order was painless, insurance billed. Then I had to make a change after I realized I couldn't safely-reuse catheters without getting UTIs. Then I had to change from an initial estimate of 1 / day to 5 / day, so my order had to be 5 x as many each 3 months.

lastly, I discovered I had a reaction to latex and needed latex-free catheters. So, I needed latex-free samples, and finally I needed to update my order to a full shipment of latex-free models.

Liberator guided me through all these changes and were very helpful at evey step of the way. They really care about their customers.

I have placed 3 orders for my 90 year old father for catheters and urine bags. We have only had the first order arrive without problems. The rest of the orders require multiple calls (6-8) to find out why we did not receive order. The response I get is it is a problem with insurance, a problem with the MD orders, they will look into it and call us back. I have called the MD office as well to help with order but seems no one at Liberator follows through. Our most recent order should have arrived 3/27 and today 4//20/20, we still have not received the life sustaining supplies needed. Liberator does not care about customer.

Been going through them for 3 years they lie and say they I will have tracking numbers in my email after my package has been shipped which never happens and every month now since about a year in a half they have not been fulfilling my order and im stuck for a week every single month with no catheters this business is not ran professionally at all.

Liberator knowingly accepts fees for next day delivery and never delivers your product next day.
On two occasions, I've ordered products and requested next day delivery without a problem.
Recently, customer service confirms next day delivery is available but qualifies the statement with the following: I have to let you know 'it takes 24 hours for processing the order,' next, I assumed the order is packaged for delivery; and, the following day the package is delivered. If it takes 24 hours to process an order, how can Liberator offer next day delivery. I've hoped ordering early in the morning (9:00am) would insure processing and mailing for receipt the next day. Unfortunately, my Monday morning order arrives Wednesday evening. Liberator Medical Supply customer service reps should truthfully tell customers next day delivery is not available and refund the $11.65 fee for a delivery you will not receive next day. To be this openly dishonest and knowingly misleading customers is deplorable.

I have a newer Ostomy and after a lot of trial & error with the help of my nurse, I ordered my supplies from Liberator. I am sorry I did not read the reviews first. I placed a very large and paid for a 3 month order. Like the other many other Liberator customers who reviewed and documented their difficulties with Liberator, I have not received a full order & found Liberator to be unable send out an order as promised, unable to send the correct order and unable to appropriately handle the issues surrounding an incorrect order: 1. Liberator promised to send my three months of supplies air express to arrive in 2-3 days as I had only a few proper supplies left. I had been piecing different manufacturers products together to make due. A week later, nothing had arrived from Liberator. I called them and was told my physician had not faxed the prescription. I have been with my physician for over 20 years and had no trouble verifying my physician had indeed faxed the script immediately with my first request for the prescription Liberator claimed they did not have. Of course my physician faxed the script, he always has. Two weeks later and many phone calls to Liberator, I finally received what I thought was my order. It was incomplete and incorrect. This order I was so anxiously awaiting did not not arrive with the most important & needed item ... this item being the very reason for the express delivery expected weeks ago. I was finding my difficulties were only starting with Liberator.... that they were not going to assume responsibility and would choose to blame someone else. Liberator told me that the manufacturer, Coloplast, had this item on backorder and wasnâ??t sending them stock, â??It was not our fault (Liberator); it was Coloplastsâ?? fault!â?? A little less than two months later, I still had no sign of the needed item and the other supplies.Trying to get a substitute for the needed item was like pulling teeth ...phone calls to Liberator continued to be useless & a waste of time. So I called Coloplast to see if they could offer me information on a substitute for the missing items I so badly needed. Coloplast then looked into the matter and found out that the item that Liberator claimed Coloplast wasnâ??t providing was indeed in stock and had been in stock long before I placed the order (with Liberator). Liberator, never, at any time, bothered to inform me this very needed item would not be coming to me, unconcerned I had to do without. Can anyone really do without proper ostomy supplies? In addition, other less urgent but needed supplies had not been yet delivered. Liberator kept on, repeatedly telling me this was a Coloplast problem, not their problem. 5. After being told the other supplies were unavailable from Coloplast, they sent substitutes I clearly explained I did not want nor order. Liberator sent supplies that did not correctly fit the Coloplast system I was trying & hoped to be fully using. Being temporarily handicapped and recovering from a very long hospitalization, this increased my difficulties and my awareness that this is company that has an extreme lack of concern for reliable compassionate service for their unique costumer population (this is not the fun stuff kind of orders their costumers can maintain well being without reliable access to their orders ). I literally have boxes I canâ??t even handle to return to Liberator. So, without the most needed item, I called another company (they had full stock) for what Liberator did not provide. But, I found that since it is a new year and if I wanted the supplies, I would need to pay. I now had to meet the new yearâ??s (2020) deductible on my insurance for last years order!!!! As previously stated, one cannot go without ostomy supplies, so I ordered the item and paid for a three month supply that had already been fully paid to Liberator. Did I really have any choice? I am a long-time nurse and a new ostomy patient. I understand how the other customers who reviewed Liberator felt (on several different websites) and their concerns dealing with the problems Liberator presented them with. Clearly a company supplying medical supplies to trusting patients should never display the disregard and inappropriate communications Liberator has given to their (outspoken) neglected, texting customers. When it comes to trust, one should be very careful in what they order from any company that refuses to take responsibility or concern for medical needs.
Liberator, is one of these companies to be very careful of.

January 9, 2020: I received two of the four items I had been expecting from Liberator this evening. The next morning I spoke with ***, manager at Liberator. He took a thorough look into reviewing the problem areas with my order. I felt he was sincere and rather humble ...very ready to make things right. Because of his problem solving attitude, I was made more confident the rest of my order will arrive soon and further orders would receive the attention he felt Liberator will deliver. He also arranged for returns to be picked up at my door.

1st Liberator double billed me, paid the invoice, my check cleared 11/19, called again 12/24, refund has still NOT been processed. Will never deal with them again. Totally incompetent.

I've been using Liberator Medical for about the last 6 or 7 months. I was really impressed, at first. However, the last couple of times I've called them to reorder or check on my order, I've been placed on hold for 30 minutes and then they hung up on me. Not very happy with the service now and I am dangerously low on my supplies.

This company is the worst company to deal with. I ordered 4 masectomy bras a a silicone prostectic. Every time I called I got a different answer about the arrival time because they were having internal problems in their warehouse. After 8 weeks I finally got my order. Three out of the 4 bras didn't fit so I sent them back as I was directed to and ordered 3 replacements. This was on 11/14/19. Now when I called today they have no information on the return because they are STILL having problems in their warehouse and they said it could take 8-10 for my order to be shipped. Really bad company to deal with. I don't know how they stay in business

I have been a liberator customer for quite a few years and I'm getting ready to change companies, they haven't gotten a order correct in months I have to call to make sure they are on there way. Just in the past few months I have gotten other people's supplies, every order I have to call n see where it is, they sent them to the wrong address. This company will tell you what you want to hear. I WOULD NOT DO BUSINESS W/ THIS COMPANY AT ALL!

I have been a customer for a long while and their service has gone downhill over the last 4-5 years.
After nor being concentrated by Liberator called to renew my subscription 12 days ago and was told everything was OK. I received a call about 6 days after from a Supervisor who said she needed a new Rx . First Mistake! Why did they not know this on first call?

Then about 12 days later after not hearing from anyone I called to check on the Status of my Prescription. After 5 minutes and 2 hangups I spoke to a CSR who said the Doctors Rx was not properly filled out. I asked why no one contacted me and then I asked for a Supervisor.

In the 15 minutes I waited I called my Doctors office from another phone, who advised me the Doctor had called them 2 x and his office called once at approx the 10 day. They left 3 messages but They never got to Speak to a (xxxx) at extension (xxxx).

Liberator said they received the RX but the Doctors Name was not printed or typed in on the Rx so they could not accept it. They say they called 2 x but could not wait to speak with the Doctors Office. Now Liberator doesn't want to wait 1 minute for the Doctors office to answer, while they put you on hold for 10-20 minutes on a regular basis.

Had I not called I would be without my RX. They gave me some razzle, dazzle about why they did not know on the first call that a Rx was necessary , and I never got to speak with Supervisor. Obviously this Company has gotten too big too fast at the expense of Customer Service.

Look elsewhere to find a place that respects the patients, medicine and itself.

I cannot talk to anyone regarding my husband's order. The customer service is an answering service! My husband is low on supplies. This is awful. No one returns calls or emails!

Worst customer service I have ever experienced in my life. I expect this company to go out of business. Long wait times and no one seems to know how to perform their job. I have had many bad experiences with Liberator Medical. Really Unexceptable device.