I'm surprised they are still in business, but if you have a choice of using this provider or going elsewhere, RUSH to the other vendor. Sweet Medical had a contract with Kaiser Permanente to measure for and deliver custom compression garments for cellulitis and lymphedema. I'm not sure if they still have a relationship with Kaiser but if they do, I can't imagine they will keep it much longer.
I dealt with Sandra, the President/Owner for an arm with cellulitis. She seemed very competent and personable. I was promised delivery in 8 weeks. I started calling week 9 and couldn't get a call back. I called 6 times, unable to get any information from "Irma" who answered the phone and never got a call back.
After 3 weeks of no response, I finally contacted my Physical Therapist at Kaiser and let her know I would complain to Member Services if I could not get a reply. That day, I get a response from Sweet Medical saying my garments would be available in a few weeks and they would contact me when they were ready.
I suspect that they didn't submit the original order on time since it took 8 weeks to deliver from the time I started calling. When I did meet with them to pick up the garments, they took back a garment that didn't fit correctly to be "reworked" and told me it would be mailed to my home. I NEVER got it back.
At that time, I was measured for my next garments. I get 2 sets every 6 months and the first order took so long, it was time for the next fitting. I was promised that this would be smooth sailing and I would have the garments in 8 weeks. Week 7, I started calling to see if we were on track but never got a call back. I called and emailed 2x weekly for 5 weeks with no reply. I let my Physical Therapist know and she sent me to another vendor.
These goods are extremely expensive (about $600 for a sleeve and glove) so you'd expect good customer service. Sweet Medical won't provide it. Although the 2 staff members I've met seem competent and pleasant, they just don't deliver as promised or return phone calls or email. If the possibility of losing the Kaiser contract isn't enough incentive for them to get the job done, what chance do you have of getting them to perform professionally?
Don't bother! If you need custom compression garments, choose another vendor who wants and will demonstrate they value your business. read more