Goulds Discount Medical
3901 Dutchmans Ln, Louisville, KY 40207
Phone: (502) 935-1100
Fax: (502) 495-2476
TollFree: (800) 876-6846
Parking: Lot, Private
Wheelchair Accessible: Yes
Bike Parking: Yes
Pets Allowed: No
I am very satisfied with Gould's. After my daughter was prescribed oxygen full time, I was lost and had no experience with this kind of thing. They delivered her equipment and trained me the same day she was discharged from the hospital. I am truly grateful for their kindness and professionalism.
There are no words to adequately thank Ileen at Gould's Dutchman's Lane for the personal attention, knowledge, care and concern she showed in helping my 89 year old father find the perfect lift-recliner.
Ileen is the kind of person who makes sure a customer is well informed about and happy with their purchase. She is funny and kind and made our visits to the store so enjoyable. My folks really liked her. Others we encountered there were also pleasant and helpful. We will forever be Gould's customers. Thanks, Ileen !
Attempting to get new straps for the BIPAP machine I purchased (for $2500) 3 years ago. Was advised that a new mask requires a new prescription; but straps were ok without the paperwork and cost of Dr. Appointment. To purchase ANY OSA accessories you must be seen by a CS Sleep Specialist. I signed in at 150pm. By 245 pm no one had even acknowledged my presence until I asked about scheduling an appointment at a later date. Appointments are only available for certain things: accessories not being one of them. I have no problem with first come first serve...but having a single staffer to juggle walk ins & appointments is inexcusable. My impression: Goulds is happy to accept new business. However aftermarket support is at the bottom of their priorities. I'll take my business elsewhere and suggest you consider my experience.
I experienced their terrible service first hand. Three times is a charm, not going back. When you go to their store you are completely ignored. If you call for an appointment, you’re sent to voicemail and your call is not returned. Obviously the management is an epic fail. If I owned the St Matthews location I would fire the entire staff. All employees are untrained and unprofessional. The medical supplies business is an untapped market. An entrepreneur could open a store in Louisville and put this place right out of business.
I am deeply sorry that you have had such a hard time with all of us a Gould’s. Thanks to feedback from customers like you, we have been able to pin-point areas needing improvements. We have been implementing new policies, systems and education designed to address our timeliness, answering all phone calls, quick responses to voice mail and other troubling issues. Gould’s is committed to providing high quality professional medical services and equipment. Our professional staff consists of certified, highly educated, trained individuals – specialists in their fields. I’d love to follow up with you to better pin point our issues, formally apologize and see if there is anything I can still do for you. Please let me know when and at what number I can reach you by phone. I’m often out of the office and would hate to miss your call. Ken G.
I have also had a bad experience with Goulds on Dutchman's Lane. I went there 2 and a half weeks ago to give them paperwork to order equipment. I was told that someone from their office would contact me next week to set up an appointment. I never heard from them, so I called yesterday. No one answered in the department so I left a voice mail. The next day I got a call. The lady said they had the order from my doctor but I would need to talk to someone else. I was transferred, and was told again that they had the order from my doctor, but I needed to talk to someone else. Again I got a voicemail. Later that day I did get a return call. The I told the person I talked to I had talked to two people earlier who said they had my doctor's order, but she said they did not, and there was no record that I had spoken with anyone earlier. Pretty much calling me a liar. I told her if they were that disorganized, I would take my business elsewhere.
The worst service I have ever had. The employees treat you like there doing you a favor to wait on you. You have to stand in line write your name down and maybe within an hour or so you might get waited on. Terrible, I will not be returning to Gould's. For a family owned business they better be glad there the only place in town or they would be out.
agree with Sigrid……spent THREE and a half hours in Goulds at Dutchmans. Every person, practically, came in with orders from dr. What I heard a thousand times over was: No, insurance doesnt cover this or that. When people tried to dispute as their insurance companies were previously called, they said: Well you will have to pay for it out of pocket and get reimbursed from them then!!!!" Extremely rude desk/salespeople. Go down the street for better products and service and fair billing.
Went to store on Dutchman's lane. Had orders from Doctor to continue home therapy. He wrote order to get the equipment for home use that was like the equipment I was using in his therapy department. Two personnel at this store totally gave me the run around. They bounced my from one person to another. Was there for over an hour without direct answers on anything. When asked what was going on they said it would be a little longer, Finally told them couldn't wait any longer. They said, "OK we will call you in a little bit." Finally heard from them late the next morning. Lady was not friendly on phone. Before I could ask a question, she interrupted me and asked if she could send the order back to me. It wasn't worth continuing the conversation with her, so I said, "yes."
I then contacted my therapist. Told him the story. He said, "Oh, yea. They are terrible."
I'm disappointed that you had such a frustrating experience with us, Mv. I know it's been a while since you wrote this, but I wanted to follow up with you about the improvements we've made recently in order to better your experience. We got a new phone system specifically to help prevent the communication issues you spoke about. We also have a new team on board, so there should be a lot more help on the floor now. I know these don't make up for the experience you had, but I want you to know that your feedback is being heard loud and clear. That being said, your description of the phone conversation really concerns me. I realize it's been a while, but do you by any chance remember who you spoke with? Thanks, Ken G.