Phoenix Medical Reviews 62

Phoenix Medical offers decent products, but their customer service and delivery experience leave much to be desired. I've dealt with delayed deliveries, incomplete orders, and frustrating warranty issues. While some items function as expected, recurring miscommunications and extra costs sour the overall experience. They need to improve reliability and take accountability to make customer satisfaction a priority.

good products but delivery service is poor and not reliable

I had a problem logging in to my account and contacted the company for help. The operations Manager Steve Walmsley was very prompt in responding and assured me he would help and he did just that. Extremely helpful. I highly recommend this company for its great quality products and excellent customer service.

I bought a heat lamp back in April this year . At the time there were only heat lamps eith a European plug in stock . It was discussed that I could wait 3 months for others to come in stock and then I asked if it was possible to change the plug to a uk plug. I was verbally told that was an option / possibly. So that is what I did purchased the lamp then got an electrician to change the plug . A few weeks ago the element went in the heat lamp way before the stated 500 hours of usage . I rang up and received helpful advice that lamp still under warranty send it back it will be repaired or replaced . I was verbally told to send it back abs that I would be refunded postage . I was sent a link and paid 40 pounds for the return . The heat lamp was repaired and sent back at which point I asked to be refunded for postage. I was told that she had spoken to her manager and that postage isn’t refundable and that actually the warranty is invalidated because the plug has been changed ! So basically they have done me a favour by repairing it .
I take issue with someone selling me the lamp knowing full well that I was going to change the plug as discussed on the phone but not mentioning at the time of purchase / discussion that this would invalidate the warranty . I take issue with someone saying postage would be refunded then saying that that is not possible abs that they did not say that .
I listened to what I was told and acted accordingly to be told something different later on . Lesson learnt get everything in writing . The heat lamp is disappointing and already the element gone really quickly . I’m now left in the situation that if it breaks again it’s not covered by the warranty . Unimpressed !

I've been working with Phoenix Medical for over 9 years and have never been let down! Their service is second to none and the quality of their herbs and acupuncture needles is excellent. Great value for money and totally reliable, thank you!

Super customer service, really helpful and quick to resolve any issues. Brilliant 👍

Helpful staff, great quality products and fast delivery

Brilliant service! Thanks to the team!

We had superb service with Phoenix Medical.

Very disappointed with heat lamp purchase and return experience.
I was refunded only a 70 percent on a purchase that didn’t work, with an awkward and bad design, and subsequently injured myself badly while dismantling it after being promised it had been assembled and tested before sending (a prerequisite for my purchase). It wasn’t. And then directed to use considerable force to assemble as it didn’t fit together properly and then told it couldn’t be refunded due to damage inflicted as per your instructions re assembling. Acquired bad hand laceration. The lamp did not work. Two patients confirmed. No responsibility assumed on your part for your part in this debacle. Very disappointed in both the product and the bad customer service. Buyer beware!

Every interaction I have had has been met with helpful friendly people. Thank you for your great service!

Excellent service,timely and efficient. Excellent product range.

Always ready to help. Quick service. Just what I need for my practice.

Excellent acupuncture needle selection with great delivery options.

I phoned through my order because I was having trouble ordering online, the lady I spoke to was so helpful and made the process very easy, she set up my account too. Phoenix own brand needles great quality. Will definitely be ordering again. Thank you!

I ordered some supplies to run my acupuncture clinic last week and was given Monday 30th September as my delivery date. I received an email giving my hour window and sat in all day, as my clinic was due to be on Monday evening. No delivery, the message said nobody was in and my delivery had been carded, no idea what that means and I couldn’t get in touch with anybody! Arranged delivery for Tuesday through the DPD app. Tuesday came and no delivery either, please note I had now lost the money I had paid to book a venue for my clinic and had to pay extra to rebook for Tuesday evening! Still no delivery and I eventually was able to get through to someone at DPD who then informed me that Phoenix medical hadn’t actually passed on my address, just my town! Absolutely disgraceful customer service, and I am a first time user who has just started up a business with a large clientele already, I will not be using these again as it’s now Wednesday, I am out over 200 pounds and I still have no delivery and no communication with anyone regarding this! Absolutely shocking, will not be recommending to anybody on any of my courses nor to any of my friends in the industry either. You have prevented vulnerable people from receiving treatment, for some this is the only thing they have to look forward to all week and for me you have me out of pocket and tarred my reputation as reliable.

Fantastic product. Fantastic service, the customer service person who dealt with my order, (Charlotte), could not have been more helpful.