Month after ileostomy and Liberator still is sending wrong supplies

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Serenitee
Regular Member


Date Joined Apr 2011
Total Posts : 463
   Posted 6/11/2011 7:06 PM (GMT -6)   
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...

polishdan
Veteran Member


Date Joined Mar 2010
Total Posts : 1595
   Posted 6/11/2011 7:29 PM (GMT -6)   
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

4NCgirls
New Member


Date Joined Jun 2011
Total Posts : 6
   Posted 6/11/2011 7:55 PM (GMT -6)   
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!

polishdan
Veteran Member


Date Joined Mar 2010
Total Posts : 1595
   Posted 6/11/2011 8:09 PM (GMT -6)   
Convatec phone 800 422 8811
Hollister phone 888 740 8999

Dan

Another UC wife
Veteran Member


Date Joined Jun 2007
Total Posts : 2111
   Posted 6/11/2011 8:34 PM (GMT -6)   
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.
Wife of 64 yr old male suffered with UC & in May 06 had a severe flare & hospitalized 6 days...various prednisone treatments leading to steroid dependence and osteopenia, 12 asacol, 200 mg Imuran, failed remicade infusions Jan-May 2010 Dependence on pain meds. Made decision 6/10 to have surgery which was on 12/17/10 (total proctocolectomy & ileostomy - unable to have the j-pouch) & now pain free

Shaz032
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Date Joined Feb 2003
Total Posts : 1251
   Posted 6/11/2011 10:44 PM (GMT -6)   
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.
Ileostomy for 34 years due to UC. I had my surgery at 10 years of age.

Moderator of the Ostomy and Psoriasis Forums

_______________________________________________

I'm not a complete idiot - some parts of me are missing!

Serenitee
Regular Member


Date Joined Apr 2011
Total Posts : 463
   Posted 6/12/2011 4:43 PM (GMT -6)   
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

blueglass
Veteran Member


Date Joined Dec 2010
Total Posts : 3332
   Posted 6/13/2011 8:05 AM (GMT -6)   
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.
48 years old, female.
2004 dx indeterminate colitis. Back and forth between Crohn's and UC dx. Many drugs, minimal success.
2010-11 Crazy skin and eye complications, high fevers, bad flaring. Out of good drug options, tired of scary drugs.
Feb 2011 -- proctocolectomy with permanent ileolostomy; abscess, blood clot. Still healing, still glad for the surgery

Serenitee
Regular Member


Date Joined Apr 2011
Total Posts : 463
   Posted 6/13/2011 1:40 PM (GMT -6)   
WoW, again thank you. Calling Edgepark today.

Serenitee

Serenitee
Regular Member


Date Joined Apr 2011
Total Posts : 463
   Posted 6/15/2011 3:09 PM (GMT -6)   
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

blueglass
Veteran Member


Date Joined Dec 2010
Total Posts : 3332
   Posted 6/15/2011 5:39 PM (GMT -6)   
That's amazing that they sent flowers, never heard of a company doing that. Glad you have the supplies you wanted.
48 years old, female.
2004 dx indeterminate colitis. Back and forth between Crohn's and UC dx. Many drugs, minimal success.
2010-11 Crazy skin and eye complications, high fevers, bad flaring. Out of good drug options, tired of scary drugs.
Feb 2011 -- proctocolectomy with permanent ileolostomy; abscess, blood clot. Still healing, still glad for the surgery
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