Purewick Recensioni 

The PureWick Products are very well designed. We have a Patient in our home. Patient is very happy with ALL Products. I am giving 4 Stars due to Product Support Rep.

Background: Patient wakes 2 or 3 times a week ~02 00 and is awake up to 3 or 4 hours. Since there is NOT a provision in their Products to make it easy for Patient to get up read, watch TV, etc.

I Called Custom Support for assistance in for a solution. Support Rep answered: We do not have that because ALL Users are BedBound. (Did You notice the "absolute All" in his replying?) I questioned him on that. The User in Our Home is NOT BedBound but quite Mobile. He came back: Yes they are BedBound.

I said that even if 1 User is Not BedBound, then Your statement is false. It went downhill from there.

Other than the "absolute all", I respect the rest: Products and Customer Support.

Thus, My Son and I designed a "working prototype" if any User is interested in being mobile. (Price has not been set.)

On the whole, the portable system works well. There are a number of much-needed improvements, however.

Customer service is not available 9-9, 7 days a week. You may be able to reach a human being, but they cannot actually help you with any issues, so they are useless. They will walk you through how to do the thing you've been doing (e.g. applying the wick; charging the unit) for 9 months already; whether you need them to or not, They will require you to "do the thing" with them on the phone walking you through it before they will report the issue.

If you have an issue with the unit not charging, they will tell you that first they are going to send a cord for you to try (even when it's very clear it's not the cord, since it runs fine plugged in). This is non-negotiable, which means you cannot use the unit in a portable manner for the 3 days it takes to get the cord, the one day to "try it out", the 3 MORE days to then get the replacement unit (so a week at the bare minimum). Basically, customer service doesn't care and can't actually help you.

If the issue is the wicks aren't sticking, they will talk you through proper application and ask you if the area is dried, shaved, clean... seriously.

They will then file a report to be reviewed by an ACTUAL agent who can address the matter (replacement or whatever), but you won't hear from THAT person for anywhere from 3-7 days.

If you ask for escalation, they will file notice for a manager to get back to you. If you are LUCKY, you'll hear back in 3 days. Usually, though, no one actually responds.

On to the actual product:

EXTREMELY overpriced supplies. The wicks are $16 EACH - what senior/disabled individual can afford $480 a month on these?

You cannot purchase just the hose (a single point of failure for the units). You must spend $86 every 3 months to replace the hose. They send a new reservoir as well, but as long as you clean it carefully, the reservoir will last much longer than 3 months (including the gasket around the top). The long hose, being removed daily from the wick, will not. But they won't sell just that.

The wicks are a nightmare to apply (male system). They must lie flat against the skin. The scrotum is not smooth skin, making solid, smooth application extremely difficult. A simple change would be to have the plastic backing come in 3, not 2, pieces. The lower one should be cut in half to allow the person placing the wick the ability to smooth one side while placing, then switch to the other rather than trying to do the whole thing at once with an awkward angle as you get to the far side.

Once the glue comes into contact with skin, that's it. If you didn't get it JUST right, you cannot move it, even if you haven't "pressed firmly" to attach. And god forbid the wick fold before placing - it's as bad a duct tape sticking to itself. At $16 a pop, losing even one of these is a pricey hit.

It is not designed with a person who has any mobility in mind, despite being a portable unit. The tiniest bit of sweat, and the wick comes loose. Too much movement, and the hose disconnects. (I now duct tape the end of the hose that connects to the wick to avoid this issue.)

If you jostle it even a little, the unit beeps as if it's full. Sometimes it will start up again, sometimes it will not and you have to empty the 1/4 inch of fluid that is in the reservoir.

Where the charging cord connects to the unit is a design issue. First, there should be a "seal plug" for when the unit is not charging to prevent moisture from getting into the electronics. Second, despite careful handling, the "guts" of the plug have pulled out on two separate units and the whole thing has had to be replaced. Once the plug connector separates from the unit, it affects the unit's ability to charge properly. This is a known issue to the company, but they have not addressed it by redesigning how the plug connector is attached. Not the cord, not the charger - the actual little plug hole on the unit.

Again, great idea and the hospital version is amazing, especially for female patients who previously had no real external catheter available to them. There is a LOT this company needs to do to improve customer service; and quite a few things it could do to make this more widely affordable/practical for the general public.

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!!!!

August 26 I purchased a Purewick’s system a few months ago, set it up and almost immediately knew I had made a mistake. I called them 2 days after it arrived and tried to use it. This advertised product is misleading. It is designed for a bedridden non movable person (woman).I have incontenance and am up to the bathroom several times a night. I move around in the bed side to side and even stomach. The company refuses to return the product and even agreed on one phone call it was not meant for as the advertisement states a normal person. Do not waste your money. Mine is sitting on a shelf. It is either that or trash. I have spoken to them many times. They sent a replacement but it is the same product. I paid cash for this misrepresented product

Purewick doesn’t hold a full bladder person will still wet theirselves I was forced to use one knowing how bad their system is I wouldn’t go to a hospital or nursing facility that uses these hate their commercials need better business to rate them

The Auto-ship system does not work. The customer support does not understand how to fix it. After the 4th representative, Trinity, put me on hold, and then hung up on me. I am beyond frustrated. This company does not have a phone number that gets you to someone who understands how the auto ship works.

if being overpriced is not bad enough, occasional leaks and among the worst customer service out there. Slow shipping of needed components like catheters, broken promises of shipping dates of needed products, and no return calls when messages are left. Better off purchasing competing products if possible.

Aside from the monopoly this company has and does not accept any type of insurance, I took the chance to buy the machine and the auto ship catheters form my special needs brother. The machine has a 2-year warranty and it's not even a year old. When I contacted Pure wick, this woman gave me some song and dance about basically how I am doing something wrong. The machine kept cutting off which is an electrical short/issue NOT MINE. So their 2 year warranty is a joke.
People who are in need of this equipment are going bankrupt with the costs, so the very least they can do is honor their warranty.

I ordered the Purewick System for my husband who has Parkinsons and recently released from rehab now with bedsores and incontinence. The system consistently leaked even after trying several different things, within a 6-8 hour timeframe. When I tried to return the product within a 30 day timeframe, they refused to accept it because it was 'opened'. Why yes it was opened, how could I have tried it if it wasn't. So then I asked how to return the UNOPENED catheters for a refund, they said if you opened the box then they were considered OPENED and would not accept them and would not offer any compensation. Very poor product for males, and very poor advertising and customer service. Please contact me if anyone is interested in hearing more. This is total BS and I would like to caution anyone attempting to order and try this out for a male. It leaks even though adhesive is applied properly. I even spoke with Customer Service attempting to understand how to use it in the best way possible. Still not good. Though I do understand Purewick at home works very well for Females. But again, very poor advertising about their return policy. Customer be aware.

Do not buy this equipment. It does not keep your sheets dry. They will not give you your money back. It is entirely overpriced also. They should be ashamed of themselves.

I was kept in the hospital on June 8 following my knee replacement surgery -low blood counts, 2 transfusions, pneumonia, and more. The surgery was,a success. Pure wick was,a game changer for me! I wasn't allowed to be up or out of bed so this offered relief, both physically & mentally. Thank you.

I am writing a review to express my frustration and disappointment regarding a recent issue with my PureWick account, my auto-ship order, and my experience with Customer Care.
I have been a loyal PureWick customer and have spent thousands of dollars on the PureWick system, including the initial system purchase and ongoing supply orders. I recently changed my credit card and promptly logged into my PureWick account to update my payment information under “Payment Methods.” The next day, I contacted PureWick Customer Care to verify that the updated payment information had been received before my next automated delivery.
Despite taking these steps, several days later I received an email stating:
“Unfortunately, we were unable to process your order because of issues with your account information. To ensure there are no delays in your future shipment(s), please update your payment method by calling our Customer Service team at 1-888-812-9787.”
I then called Customer Care and had an unpleasant call that lasted more than 30 minutes. Although I believe the agent was doing her best, she did not seem to understand the issue. She was able to verify that my updated credit card information was correct, including my name, card number, expiration date, and security code. However, she could not explain why I had received an email stating that there was an account information problem.
Instead of resolving the auto-ship issue, the agent placed a separate order. I am now concerned that I may receive both my auto-ship order and the new order placed during the call, resulting in my credit card being charged twice. I still do not have confidence that my auto-ship order has been properly corrected or that my account is functioning as it should.
This experience has caused me to lose confidence in PureWick’s account management and customer support process. As a loyal customer, I expected a clearer explanation, a smoother resolution, and reassurance that I would not be overcharged or experience a disruption in my supplies. I requested a credit to my account due to the inconvenience, confusion, and time spent trying to resolve this matter, but that request was denied.
I value the PureWick system and have relied on it, but this incident has left me very upset and uncertain about continuing as a customer.

Worst company and the machine doesn't work. DO NOT BUY FROM THIS COMPANY, THEIR PRODUCTS ARE HORRIBLE AND CUSTOMER SERVICE IS HORRIBLE. I WOULD NEVER RECOMMEND

Be careful before your order, most Assisted Living Facilities and Skilled Nursing Facilities do not allow patients to have them. Good luck trying to return an unopened box, you will NEVER get your money back!!!!!!