The good part is because in the past they have been willing to furnish several boxes in one order that is fully covered by insurance. You can order supplies online now as well. The supplies have generally arrived within two weeks or less. The bad part is when you need an updated prescription it is very much a hassle, and they start blaming you or even yelling at you. However they are the ones who are making it difficult. For instance, if you need to verify doctor to receive ostomy supplies: 1) You cannot submit or upload a prescription: Your doctor must do it for you. 2) The doctor cannot just call any number. They must call sales support (888-329-5679) or vice-versa. Good luck if the line is busy. I was lucky enough that the doctor and support connected last time a few years ago and everything took place via phone call and fax. (It required my actually being there in the office with the doctor so she would remember). Because my condition is permanent, it would seem as if a standing order would do---that has worked in the past---but not now. 3) Doctor must use the Liberator Form and letterhead that they fax or send over. 4) Doctor must include reference number and chart notes. 5) It cannot be done via encrypted email (which is very strange considering today's technology). 6) Whichever is your current doctor or nurse practitioner, if it changes the verification process requires updating (meaning do this all over again) ----even if the doctor is from the same outpatient clinic. There is an online system and automated support, but the representatives were really not at all empathetic. They did not even say, "I hope you get this straightened out, we look forward to keeping you, and we are grateful for your business." Instead, they seemed as if "Well just go someplace else if we can't help you!" And then yes, for asking too many questions, I was told I was being "rude." So even with the survey at the end of the call, they were guilt-tripping me in advance and anticipating that I can try someplace else. Also, they don't any feedback on how this process can be very inconvenient or time-consuming because at an outpatient clinic, it takes a month to schedule an appointment. Walk-in would work but the next time it would still require a new prescription to re-order. read more

this company sucks and everyone who works there are morons. No one can give me an explanation of what I paid $490 for and yet they keep saying I owe them another $52 but they don't know why?? Seriously why would pure wick ever use a crappy company like this? What a joke they are.! read more

Return policy is not customer friendly. I knew about the restocking fee. What they don't tell you is the two week quarantine when they get it back. Then it takes up to two months for the refund. Will never buy from them again. Watching like a hawk for the refund. read more

On December 16, Liberator contacted me to place my reorder. I have called them back seven times since (today is January 3), because the order still has not been received. On the last two phone calls this week, I explained that the matter has become urgent due to my supplies running out. On each of those calls, five days ago and yesterday, I was told that a recommendation was being made to overnight my supplies. On three attempts to call today, I was only able to speak to an answering service after at least fifteen minutes on hold each time. I don't typically write bad reviews for anyone, but Liberator Medical, who many rely on for their medical well being and potentially lives, has been so awful. read more

Having used Liberator for my supplies for over seven years, I can say that the service has had more ups and downs than a roller coaster, from great service to awful, as in getting someone else's used and returned items instead of my own order, then having to pay our-of-pocket from another distributer because the "mistake" counted as my supply order for that time period. When I complained, the employee to whom I spoke, laughed and hung up on me. So I stopped ordering from Liberator and paid out-of-pocket for awhile, but now the cost has become much too burdensome as I am now retired. To get back into the system requires doing everything all over again but there doesn't seem to be any reliable choices. Sadly, It seems that, although the product selection is sufficient, the company lacks compassionate and responsible employees. That is where Liberator should focus its attention. read more

Customer service is absolutely the worst. Order is taken and they'll hold the order for some reason and never tell you!! They refuse to escalate complaints to management so it just continues!! It may be management doesn't care either. Happy to give the details if any company mgt cares to listen read more

I am deeply disappointed with the return policy of this company. Not only do they charge a 15% restocking fee (even though the box has not even been open), they require a two week quarantine of the product and then an additional 4 to 6 weeks to process the refund. That seems somehow to be illegal to keep my money, forcing me to have to make a credit card payment, and yet not have the supplies to show for it. Aren't there protections in place that require a merchant to give you your money back sooner than eight weeks later??? read more

Liborator has horrible service does not document things correctly. I have called for over a week cannot get my supplies.

TOTALLY INCOMPETENT Liberator Medical mixed in a wrong box of catheters in with my regular catheters. I almost packed the wrong box of catheters in my suitcase when going out of the country. The packaging is almost identical. Bring the wrong catheters with me out of the country would have been a major problem for me. I spent over 90 minutes on three occasions with Liberator trying to resolve this issue. I spoke with three different snotty representatives. Liberator Medical sucks! Use 180 Medical. They are professional. read more

OMG I purchased several at same time had problems with their installation instructions! Went through 1/2 case of blue wicks had a Nurse relative come to my home to see if I was following instructions correctly although as a caregiver herself she was familiar with the Wick and again placed it correctly. Did not work! Here is the main complaint, after explaining to several people professional women on the phone they transferred me to a man and I have to mention his access difficult for me to follow ! He put me on hold for 25 minutes before I called back when I explained to customer service what happened the put me on hold for 1 hour before i hung up! Why did i waste an hour ? I had to prove to myself what a horrible customer service person the man was to do that to me and most likely not the only one . I took screenshots of time as I waited for proof! This issue took place on August 8th between 6:15 PST -8 am during several attempts . Now the question is will a person with supervision over this rude person who left me on phone for over an hour call me to straighten the problems out ! Or will I pack up the 3 I purchased to ship back to Liberator Medical for a full refund or call my attorney for legal action? read more

My father has been using Liberator for years for his DME supplies. In April of 2025, his clinician changed the number of supplies he is supposed to use every day. After getting his specialist back engaged, we have been unable to get Liberator to process the DME order. They keep sending the form back, the specialist (WHO DOES THIS EVERY DAY) fills out the form and sends it back, only to have to start all over. We have now gone through 6 separate go rounds (fill out the form, sent it over to Liberator with a copy of the Medical record). I even offered to pay cash just so my father could have access to his supplies. My father's specialists has provided two of their own boxes of supplies to bridge the gap. This is beyond ridiculous. Medicare needs to re-evaluate this organization. They are placing my father at risk for another unnecessary hospitalization. The is so far from Value-Based-Care where quality is rewarded vs waste! Do not use them! read more

I have used this company for quite a few years now and have loved them. Today I tried to call with a question and I got a recording from the number I found on their webpage that says "To continue please say 'Yes'. I get this recording after being warned not to ever say yes to a recording over the phone because any one can get that recording and use it to buy anything they want with your info. It is NOT safe to say 'Yes' to a recording like that.. I now have no idea how to get a hold of a specialist without saying 'yes' for no reason to an initial recording. read more

They will go out of their way to accommodate their customers. Highly recommend Liberator is for the patient above and beyond read more

Liberator Medical is the most irritating, incompetent and user unfriendly medical supply businnes I have ever encountered. I just wanted an itemized receipt for purchases for medical supply tax purposes, because my insurance does not pay for them. I have asked Liberator Medical COUNTLESS TIMES. to make that part of my monthly transtactions for purchases. You would think I am asking for the moon. The request has to be submitted to their accounting dept. which they they will do, but then weeks later you MAY receive an itemized receipt....and MAYBE NOT!!! For goodness sake, I get an itemized receipt at McDonalds when I buy an ice cream cone!! Liberator Medical, what makes this so difficult for you to adopt this fundamenta accounting procerdure??? I JUST WANT AN ITEMIZED RECEIPT!!!! You are a PITA (pain-in-the-azz) company!!! Shirley read more

If I could give this company a ZERO, I would. I won't write a book here, but I've been going back and forth with them for weeks, trying to get a new order. Changing doctors required a new prescription that my doctor faxed FOUR times. Everyone I spoke with in the EIGHT (or more, I lost count) phone calls said something different... different information, different fax numbers, different reasons why the order hadn't been processed... the list goes on. They are all very polite and patient, which was probably hard because I wasn't the happiest caller they got after all my frustration. However, it seems to me that they either aren't the right people for the job or, more likely, their employee training sucks. Worse yet, I accidentally paid for the previous order twice--my fault. When I asked for a refund, I was told they couldn't do that but would credit my account so I wouldn't get charged for the next order (this one I've been struggling with). As soon as I receive this order that I "prepaid" for, I am switching companies. Oh, yeah, and I saw someone else post a review about the recording that answers your call saying, "to continue to say YES." I got that, too. Are you kidding me?!?!? Terrible system, terrible customer service. Okay, I wrote a book after all. :-( read more

I do NOT recommend Liberator. They sent me the wrong supplies but with the correct packing slip. Customer Service has put me on hold for days and days --- and recently they were Ransom Hacked and they couldn't look anything up in their computers. They can tell I've received a shipment, but if it's wrong, they can't do anything about it. read more

Today is Thursday, 9/21/23 & have been trying to get ahold of these people to postpone deliveries but I've been on eternal hold every time I call. I've started calling on Sunday 9/17/23 to try to leave a message but I couldn't. I have tried ever since and been on hold from 1/2 hr to over 2 hrs. I so frustrated with them. I'm going to find another company to supply me the wicks.try calling to get new service and always have someone answer. I'm done with them!!!!! read more

I have been using Liberator Medical for catheter supplies for decades. In the last year their reliability and customer service has gone down in the dumps. No wonder their ratings have tanked, You order something and it doesn't show up and they forgot to tell you needed a new Rx. Nothing changed between insurance and doctors. If you can find someone else to fill your needs do it, because Liberator doesn't care. read more

I ordered a $600 external catheter from Liberator medical. Later that day, the nurse put in an internal catheter. I immediately called, but they said it was too late to cancel. So, I had to immediately return the product and pay a 15% restocking fee. Problem is 4 months later, Liberator still has not returned any of my money. I call every month I get my credit card statement. Each month they say they will take care of it. I wonder how many customers, busy taking care of loved ones, don't notice their refunds are not being returned. I suspect it comes to a lot of money for Liberator. read more

Extremely frustrating return procedure. My mother in law passed away before the supplies were shipped out but they would not cancel my order. I have been waiting 3 months for a refund. They were supposed to issue a refund on February 28 and I called to make sure it went thru and they act as if they have no idea what I am talking about. Now they say they are "rushing" a refund but it will still take another 15 days. By the time I actually receive my refund it will be almost 90 days from purchase. I feel like they are hoping I forget the $1000 they owe me and I'll just go away. read more

This company making getting a refund impossible, by requiring a letter proving dispute is closed directly from Discover credit card company. Discover will not do that. I have emailed copy of my letter that proves case was closed to Liberator twice. The email goes to a black hole, customer service reps. do not know where it goes. Information is processed. I wish I would have read the horrible reviews before buying from this company. read more

I had a couple issues with them about 2 months ago. I wrote a pretty nasty review. I felt The only right thing to do was to apologize and say that they've made a great effort in helping me out amidst all the turmoil we had before I highly recommend them again. I'm not the kind of person to write a bad review, but what they did was solve the problem in an interesting and different way that helped me out a lot and I appreciate that. read more

Worst customer service I have EVER received in my lifetime. Again and again and again I was told my concern was being escalated higher. I never got a call from a manager...NOTHING!!! It's been seven months and was finally told there is nothing I can do about a delivery I never received. The balance was still pending. They are thieves. Be very careful dealing with this company. I finally understand why my urologist said she doesn't like dealing with Liberator. I should have listened to my doctor!!! read more

ZERO STARS - Buyer Beware!!!! The ONLY "extenuating circumstance" for waiving a 15% restocking fee that they will accept is IF the patient DIES - AND the box is returned UNOPENED. But then you'll waits for MONTHS for that refund that may never come. HOW CAN THIS TERRIBLE COMPANY BE IN BUSINESS????? read more

I order on line all the time because of my disabilities. I speak with many people on the other end of the line who are doing their jobs of helping customers, placing orders and explaining things. For the most part they are all nice. Rarely, though, do I encounter the likes of Emily!!! I had the joy and pleasure of ordering my first external cath from her. Not only is she very knowledgeable about the product and helpful in explaining everything thoroughly, she is also one of the nicest people I've ever dealt with over the phone. She is personable, funny, smart and is a fantastic and invaluable representative for your company. I could have gone with some other supply place but I will now only buy from you. Emily is worth her weight in gold. She made my day when I found your company and placed my order!!! read more

Liberator says one of their supervisors will get back to me about a lost package so I can get my refund. That was two weeks ago. Called again last week for help on this. No call back. Called again this week. Same answer.... A supervisor will get back to you. Apparently the "5 or 6 supervisors are busy" and will call me back. Still no call. I hope the supervisors do their jobs and get back to me to help with this refund. read more

Just no. Three weeks in and we still have no supplies. Though the voices on the phone were nice enough, I am out of supplies and can't continue trying to get this order completed. I now feel uncomfortable with them having personal information. If they can't complete an order and hang up on you, how are they making money? I've spoken to several different reps and they still can't tell me what the holdup is. My order has been in 'prescription ' for 3 weeks. Contacting the provider and they say they've had no contact from Liberator. Now Liberator is saying they can't cancel my order. Just got off the phone with Elder Affairs who referred me to https://www.keproqio.com/ where I can make a complaint to Medicare. I'll complete that and then begin a new search for a reliable medical supply company. read more

If zero were an option, that would be my rating. These SOBs left me w/o any cathetersover the New Years weekend, after promising me an overnight delivery. And this was after over three weeks of back and forth w/ my doctor's office. I'll never use Liberator again. I'll find another provider. read more

Ordered a Purewick for my grandmother (totaling $500) and they sent me a USED PRODUCT. Mind you, these products are designed to catch bodily fluids / biohazard wastes. Refused to issue a refund only send a new canister. Why would I want to receive anymore products from this company? Spoke with "supervisor" Dennis who was completely unhelpful in rectifying the situation, although he admitted that it was definitely a mistake on their end. He insisted on sending me a new product- what if the next canister was used as well? This business is greedy and money hungry with no integrity. Very sad considering a majority of their patients are elderly and incontinent. read more

Worst customer service in the country. They have mastered a can't do attitude. The supervisor was willing to have an $1100.00 order refused at delivery because the are not able to modify an order with 30 minutes of placing it. read more

Horrible customer service. Just awful. My mother requires the external overnight catheter. We purchased the dry doc for multiple hundreds of dollars in March 2018. The catheters required are 200 dollars every month or so on top of that. The dry doc stopped working in April 2019. After much back and forth they agree to replace the dry doc, which promptly stopped working after less than four months. My father takes diligent care of the equipment, as my mother is very susceptible to bed sores. Because we didn't replace the canister (which has no relation to the dry dock) every month (which is insanely wasteful considering the earth is on fire) they will not replace the dry doc. And on top of that had the audacity to suggest I purchase another. If you spent 1,000s of dollars on something and it couldn't maintain functionality for a year, would you quickly re-up that purchase? Ridiculous and short sighted customer service. Never again. read more

I was with Liberator for over 20 years and unfortunately I had to cancel due to the fact that I could not get the rep to understand that I had two medical conditions that both required ostomy supplies. I ended up going to ADAPT Health who understood my plight and got my supplies to me ASAP. You have to listen to the customer. read more

DO NOT BUY FROM THIS COMPANY. I ordered a medical product for overnight delivery for a patient being released from the hospital. It did not arrive overnight or the next day or the next or the next. I have spent several days trying to reach someone in customer service, all I get is their answering service who said that they are getting flooded with complaints daily. When I did reach a Liberator employee and began to tell her what happened she placed me on hold and I went back into the recording loop. I hope the manufacturers of the products they distribute see this message. This is not a company that should be distributing anything much less something as important as medical devices. Update: I contacted the manufacturer of the Purewick device I ordered (BD) and filed a complaint. Their number is 800-526-4455. read more

Lately, the customer service has taken a noes dive, from normal to bad. The representatives are nice, but it appears management or something has caused extended delays in being able to place an order, sometimes 2-5 hours either on the phone or waiting for a call-back. Their answering system is 1960's and you can't place an order on line. My wife has Parkinson's and has been using the Pure Wick since breaking her hip some 3 years ago. It is a good piece of equipment allowing her to get a good 8 hours of sleep. My frustration starts about 2 days before I need to call for replacement external catheters, and continues until an order is finally placed. read more

Liberator has only a 30 day return policy with no flexibility for anything (certainly not customer friendly). My wife passed away before we ever used the Purewick system. I now own a brand new unused, unboxed Purewick system that is of no use to me. Result: Money wasted by dealing with this company. -Brian P. read more

I have been ordering urethral catheters for over 10yrs from Liquidators & HAD received good customer service which progressively got WORSE after each order. I had two doctors try to input an emergency Rx for 4 boxes as my usual order & I crossed paths prior to leaving WA for CA. I had an unexpected death in the family in December & had to leave immediately to process personal family affairs. I thought I would be ok w/ the supply I had till I returned home, but the process to finalize everything is still ongoing. I was told I needed a new Rx for the increase, got my PCP & Uro MD fax the order in, Liquidator LOST it. I had to submit an agreement to pay out of pocket for the extra boxes should MCARE deny payment, this they received, but still no shipping or delivery of caths. I have no choice but to obtain my caths thru a new distributor that my doctor has recommended. I don't know if there's an internal problem going on, but it's time to move on to BETTER Customer Service & care to continue to save my kidneys. Let The Buyer Beware - TERRIBLE CUSTOMER SERVICE. read more

Buyer beware, this company and it's affiliates within the CR Bard group to purchase PUREWICK products it without a doubt the WORSE company to deal with, the right hand doesn't know what the left hand is doing, heck I don't even think they have two hands because they sure can't handle a simple purchase. Their representatives even told me that they must have been hacked when they charged me over $600 for products that they didn't even have a record of my order and no record of the account I set up to purchase more products. Just look at their reviews. They have 35 reviews and 29 are ONE STAR, guess I should have checked their reviews before I wasted my money and time. DO NOT DEAL with LIberator Medical NOR DB PUREWICK, they have no since of customer service and customer satisfaction. Calvin C. read more

If it were possible rate with negative stars I would do so. I purchased the Pure Wick system for my wife after learning the hospital used their system. The purchase was made on-line after learning my local medical supply companies were prohibited from selling the system since Liberator has exclusive rights to the device. On Apr 5, 2024 I ordered the device and extra wicks paying $606. In early May, the device started leaking from the base and urine started to accumulate on the floor. On or about May 14, Liberator was contacted and agreed to send a replacement which they did. The replacement also started leaking--Liberator refused to return calls. on May 23 my wife passed away. When I finally again got in contact, Liberator offered to send a replacement even after they were told of my wife being dead. The Pure Wick concept is great and I wish the same could be said about Liberator. A Federal Trade Commission complaint is being filed. I wish I had read the reviews first but getting my wife out of the hospital was most important and since Liberator has a monopoly on Pure Wick there was no choice but buy from them. Buyer Beware!!!! read more

This company needs a competitor badly. Like everyone else I've experienced nothing but horrible customer service on the telephone. Lots of errors. Lots of lies. the whole operation just seems to be sneaky and sketchy. On top of horrible customer service they only work about half the time. read more

The reps act all nice but are a little sneaky when they repeat what you say, they twist the facts around. I would never buy from this company again. read more