HARTMANN Direct

Consistently appalling service, largely as a result of the IT inadequacies of their website. After flagging up IT issues in the past in relation to activating repeat NHS orders on their site and receiving only boiler-plate reassurances from them that the IT problems would be looked into and then hearing nothing further, a recent experience clearly demonstrates that Hartmann's IT system remains seriously defective. A large repeat order of ours falls due on 5th October, so I tried activating this on their site on 30th September, i.e. 6 days in advance of the due date. After successfully entering the correct ID number and passcode in the two boxes I was taken to the next screen, which stated, with Alice in Wonderland-level absurdity, "This order is currently not due; the earliest you can activate this account is 21/09/2022". Yes, you read that right: I tried to activate an order on 30th September 2022, and their IT system tells me the earliest I can activate it is 21st September 2022 so "the order is not currently due". Repeated attempts on 30th September and 1st October at re-entering the ID numbers and passcodes on their site produces the same absurd result: their IT system tells me the earliest I can activate the account is 9 days BEFORE I am actually trying to activate it, and so that apparently means "the order is not currently due". Perhaps someone could tell me in what parallel universe that kind of logic is actually logical? I have screen-shotted the relevant page for Hartmann to see if they bother to respond to this review or the email I have sent them separately. It might be tempting to dismiss this whole matter as just a small IT glitch. It isn't. Firstly, because it is part of a pattern of multiple IT "glitches" Hartmann's website has long been guilty of, and secondly because disruptions such as these cause genuine hardship and distress to people whose health and welfare are dependent on the efficient supply by Hartmann of their products. In our case, we need 64 packs of products delivering to us on the due date of 5th October, but thanks to Hartmann's appalling IT system it looks like this isn't going to happen. The direct result of this will be hardship for the people who are dependent on their products for their health and a lot of extra and unnecessary work for the people who are tasked with looking after them. If Hartmann read this in time and get the products to me by the 5th October I will revise my review to reflect this.
Sep 6th, 2022

Sometimes They don't bother putting orders through (if you're a non paying customer) and other times they won't deliver the goods.
Sep 18th, 2021

Super helpful, sympathetic and order arrived quickly. Great products that you can trust.
Apr 20th, 2021

Absolutely wonderful, very helpful and polite. Coming from Australia to UK and delivery was prompt and awaiting me when I arrived, ever so grateful, saved me alot of money as I didn't have to cart it across the other side of the world. Highly recommended. Anne-Marie Roberson
Mar 10th, 2020

Dec 14th, 2019