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Anonymous –
The ramp is great but the service was horrendous. I initially put in an order on 27th May which was to go through my client’s NDIS plan manager. I then waited for the order to arrive. In July I realised it still hadn’t arrived so called the plan manager to ask why it hadn’t been paid. I was informed that they never received the order. I contacted Medimart who were very apologetic and said that the order was never sent!
After this they send an order but the details on the invoice were incorrect. It had my name instead of the clients name so the plan manager couldn’t pay it. My details were only meant to be on the order as the delivery address but they instead put my name and address in place of the clients name. I contacted Medimart who stated this was how they always invoiced and no one else had any issues which I’m pretty certain would be incorrect. They did add the clients name but not under the correct section – basically it looked like they’d used a PDF editor to just add in the clients name anywhere there was space. My name still showed under “client” and my clients name was under “purchase order”! Fortunately the plan manager was willing to pay because the clients name was somewhere on the invoice.
The plan manager then paid the invoice around 25th July as they knew it was extremely urgent by this stage. I hadn’t received the ramp or heard anything from Medimart almost 2 weeks later so emailed them to ask where the ramp was. They said it would be shipped within 2 days. 12 days later I still hadn’t received the ramp! I called again and they still hadn’t dispatched the ramp! They then dispatched it the following day.
I finally received the ramp on 19th August. It was almost 3 months after the order was placed! This was despite me contacting them in July to let them know the order was then extremely urgent and the client had just suffered a severe injury as he went down the step in his wheelchair. It still took them a month to get the order out!
Medimart has apologised for the horrendous service and stated it was due to multiple people leaving their company at once. Whilst I understand this is something they can’t plan for, they need to have processes in place that ensure urgent orders are dispatched in a timely manner. Fortunately my client is ok, despite sustaining a significant hit to his head and a concussion.