Purewick Reviews 

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!!!!!!

⭐☆☆☆☆ (1 Star)

I am extremely disappointed with the PureWick External Catheter Urine Collection System and the company's customer service.

My mother has used this system for several years, and we spend more than $600 per month on supplies. Despite the significant amount of money we have spent with this company, PureWick has refused to stand behind its product.

From the beginning, the machine has had issues with an excessively loud and annoying noise and inconsistent urine collection. Over the years, I contacted customer service multiple times to troubleshoot the same recurring problem. Not once was I informed that the machine might qualify for replacement under warranty.

Recently, when I called again regarding the exact same issue, I was suddenly told that the machine could not be replaced because the warranty had expired by only a few days. To make matters worse, I spoke with four different customer service representatives and received four different explanations as to why the machine could not be replaced. The lack of consistency and accountability was extremely frustrating.

I also requested a call back from a supervisor, but no one ever returned my call.

For a product that is so expensive and essential to patient care, I expected better performance and much better customer support. PureWick's representatives appear to need additional training, as the information provided was inconsistent and confusing.

The company has had years of opportunities to address the ongoing issues with this machine, yet chose not to do so. Based on my experience, PureWick does not value long-term customers and does not adequately stand behind its products.

I would not recommend this product or company based on the equipment performance, cost, and customer service experience.

I used it for 4 days in a SW FL hospital after a hip replacement surgery. I loved it. Worked great for me. I’ve gotten a little incontinent at night and will order the home model

I tried canceling within 12 hours and was told I couldn’t.
It was through the Chat feature since there is no way to call BUT you can’t get a transcript of the conversation so there is no record of the Chat.
Somehow I got ahold of someone to return the unopened boxes and was told there is a 15% restocking fee.
FedEx picked the boxes up from my house and now almost a month later had to go on Chat to get my refund of $561 when I paid $660 for nothing.

I wish that the hospital had not introduced my wife to purewick.
Had to jump through medicare insurance hoops to get signed up to RENT this expensive gadget that a lot of it must be replaced over and over at a nominal fee.

I like the pump. Both pumps work well so far. The purewick pump that is the travel pump is really sensitive to movement, and the alarm goes off even if you move it. Not very mobile if you mount it on a wheelchair like they claim. When my brother has to use it I have to shut the pump off and disconnect the hose and wait for a few minutes. Kinda frustrating. Also the mens purewick external catheter is a decent design but it can be improved. The way the penus inserts at the bottom is not very good. I cut a hole in the mesh and bring the penus through the front of the mesh. Not only can I see how the penus inserts, It also seems to not block the vent mesh because urine gets saturated in the mesh and tends to block the vent mesh. And for $15 a pop it really is not worth it. A box of 30 cost as much as the pump. Not good.

BD Purewick overpriced female urine collection system you should think twice before buying, does very little keeping your patient dry good idea but barely works. Patient usually pulls it out of place; your diaper ends up being your best defense

This product is heavily promoted in the hospital (in IL). My grandmother used it at every visit and we can see that it keeps her dry and it isn't at all uncomfortable (even if the silicone looks like it would be). We continued using it at home. If you will invest in this, it would be better to get the one with the battery. In case of a power outage, it will keep working. The machine has lasted longer than my loved one and I would have given this 5 stars but the catheters are soooo expensive and I hope they would give discounts for repeat orders. $200 for 30 is steep- we can go through this in about 2 weeks. But, overall, a low price to pay for comfort and peace of mind.