PurewickReviews of purewick.com

I ordered the unit for my husband who was coming home from a brain tumor operation in the hospital where he used a PureWick unit. It seemed to work in the hospital right after the operation. However, when my husband was not catatonic after a brain operation, the catheter unit was too easy to pull off. The adhesive lost all sticking power. I went through several catheter units in one night. It must have been uncomfortable or annoying because he removed it every time. I used the PureWick unit for two unsuccessful days. The company will not provide me any refund even for the catheter units which are still in their sealed plastic wrapper and totally unused! Very dissatisfied.

I spoke with Claire about my unit not working and she was NOT helpful at all. I've been a customer since 2024 and have been ordering from them since.... now, they don't stand by their product when a new replacement unit isn't working. Now I am without the service altogether. And, when I asked to speak with a manager, NOBODY is available. I used to recommend Purewick to friends.... not anymore! Extremely poor service, and ignoring loyal customers has made me decide to go with a different company that is actually at a better price too.

Customer service and support. The product when working well has been amazing but when the device stopped working the company said that I should wait 1-3 days for a new cord ant then 1-3 days for a replacement, Should I wait 2-6 days to urinate ????????

The company is predatory in it's customer service policies. It will NOT under any circumstances cancel an order. I called to cancel an order less than 15 minutes after ordering and was told I had to wait until the shipment arrived, send it back and then wait up to 60 days for a refund. They kept the card on file and tried to send out an auto shipment the following month. If I didn't want the item in the 1st place, why are you shipping me more? Again, "since the order has already been placed, you have to return the item, call and ask for a refund, than wait up to 60 days."

Great product, absolute worst customer service. When they’re trying to sell you something, they’re relentless with the phone calls. When you need something from them, God bless! Prepare to be put on hold, or disconnected, or promised a callback until you finally speak to someone that doesn’t have the knowledge, or interest, to help you. I’m at the point of (attempting to) returning 3 months of unused catheters, taking a hit on the $700 unit, and going with a competitor so that I can sever relations with this company. Couldn’t be more frustrated and disappointed. I’ll find someone who is empathetic to customer issues and wants to get into a committed partnership with me.

I received an offer for 30% off catheter order, however it was not honored. I never received the promised callback from a supervisor. I have spent over $3000.00 in the last 1.5 years and am very disappointed that the offer sent to me would not be honored. It is unfortunate that parts cannot be purchased separately. I lost the small plastic elbow piece and had to purchase a complete new setup with hose and collection canister to just get the small plastic piece I needed. The cost was approximately $85 plus shipping. The monthly fee for the catheters is $ 200.00. So the system continues to be very expensive. Think twice before purchasing.

I must give a very negative review for the experience that my husband & I had with the Pure Wick machine & the customer service that we got. After one time use my husband refused to use it again. The motor stopped working & the urine spread on the bed. To remove the catheter was very painful & difficult. I tried to remove it gently with a warm clean cloth like it was advised but it didn't work, it was stuck. it took a long time & patient. My husband skin got very irritated & painful & he refuse to use it again. The company "Liberator Medical" will not refund our $500. We called many times & was promised that a supervised will call us back, the supervisor didn't return our calls. WE have the machine all 29 catheters & all the other parts that were sterilized & they refused to give us refund or pat refund!!! We are very upset about the whole experience with this company!

Ridiculously priced! I found a cheaper option for catheters. Purewick eventually sent an email to regain my business with 30% off for autoship. I set up the order (total was $440.37). When I hit submit, it instantly changed to $604.41. I called customer service immediately - 3 times. Every call told me they cannot cancel or change an order once it's been submitted online - even though no one has had a chance to process it yet. This is 100% fraud!!!!