Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date: 8/8/2025 Purchased a set of glucose monitors. Put one on arm and it won't pair with my phone. Been trying to contact customer support and only getting a response from AI and have not been able to talk to a person.I don't know if I should remove the device and try another. If it's removed, it can't be used again. I don't know if I'll be able to get a refund or a replacement since no one will answer. I opened a case, but they said it would be 2 days to get back to me. The device only works for 15 days. If I could get more information to know what to do, I wouldn't file a BBB complaint. But as it stands I don't know what else to do.

  Business Response

  Date: 08/13/2025

  Hello, 
  
  Thank you for contacting us. A response has been provided regarding your concern.Information has been sent your email address on file with Stelo. We appreciate your understanding and look forward to serving you as valued Stelo customer. 
  
  Thank you, 
  Stelo Support 

• Initial Complaint

  Date:08/06/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had no problems getting replacements for faulty sensors the first six months I used, so I purchased 400$ worth of sensors. My latest failed 2 hours after inserting and I was denied a replacement. I tried to cancel my order (literally less than an hour after being placed and I chatted in as soon as they opened at 8am) and got told to get f****d essentially. Honestly probably going to refuse delivery and chargeback. Its fine when the sensor is bad and gets replaced. But Im not gonna eat $50 everytime one of their sensors fails and I have zero confidence in customer service. ****** ********************** **************** and save yourself the trouble.

  Business Response

  Date: 08/12/2025

  Hello Devyn, 

  
  Thank you for contacting us. We tried to reach out to you via phone call and sorry we missed you. Information has been sent to your email address on file with Stelo. We appreciate your understanding and look forward to serving you as valued Stelo customer. 
  

  Thank you, 
  

  Stelo Support 

  Customer Answer

  Date: 08/12/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ********
  
   
  

• Initial Complaint

  Date:08/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using STELO devices for a long time. On occaision a device would fail. Lately, in the past several months, more and more devices fail or fail prematurely. Dexcom was pretty good intitlaly about replacing them. Now, they simply discount your complaint and tell you too bad. At ***** per device twice a month, this adds up to quite a loss for the consumer.

  Business Response

  Date: 08/06/2025

  Hello Ed,
  
  Thank you for providing feedback regarding your Stelo Glucose Biosensor on August ******. Rest assured, our leadership team is continually seeking ways to enhance customer service and overall product satisfaction. This includes ensuring timely replacements.
  
  Your concern has been received, and you can expect to be contacted within 48 hours.
  
  Thank you.

• Initial Complaint

  Date:08/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Stelo continuous glucose monitor (CGM) with the expectation of accurate glucose readings as advertised. However, after using the product, I found the results to be consistently inaccurate and unreliable in some cases showing large discrepancies compared to finger-stick tests or other CGMs.I contacted the company regarding the issue and requested a return or refund. Unfortunately, I was informed that Stelo does not accept returns, regardless of product performance. This is highly unreasonable, especially for a medical device that directly affects health decisions.Selling a product that does not meet basic accuracy standards and refusing to issue refunds is unacceptable. I believe this is a case of misleading marketing and unfair business practices. I am filing this complaint in hopes that others will be warned and that the company will be held accountable.

  Business Response

  Date: 08/06/2025

  Hello Fan,
  
  Thank you for providing feedback regarding your Stelo Glucose Biosensor on August ******. Rest assured, our leadership team is continually seeking ways to enhance customer service and overall product satisfaction. This includes ensuring timely replacements.
  
  Your concern has been received, and you can expect to be contacted within 48 hours.
  
  Thank you.

• Initial Complaint

  Date:08/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dexcom is the meter covered by my insurance and I have had repeated problems with malfunction with my G7 meters.I inserted a new meter today and it said my blood sugars were in the '40's which is dangerously low.I took huge amounts of glucose and it kept registering lower and lower values.Then it said there was a sensor malfunction issue, which would take up to 24 hours to resolve.i called their help line and they said there was a high call volume and I could not speak to a real person about my issue.

  Business Response

  Date: 08/11/2025

  Hello Soma,

  Thank you for sharing your feedback with us.  A member of our escalations team contacted you today, 8/11/25, regarding your concerns.  We understand how important it is for the product to operate as expected and the frustration when those expectations are not met.
  
  Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product.  The feedback you shared provides us with the opportunity to learn and improve the overall customer experience. 
  
  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:08/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A glucose monitor failed on 7/17.2025. I submitted a case (1-00334747) and received an email on the same date stating that I would be contacted within 1-2 business days. This is the only and last email that I received. I've contacted the support chat several times and they assured me each time that I would receive a follow-up email with the resolution. The last time I contacted (on 8/1/25) them, the customer service representative said that the company sent me a replacement on 7/28/2025. The Dexcom (Stelo) website says that it was shipped on 7/28, but the shipping information is missing and gives me an error saying that there is not shipment with the order and tracking **************'s been over two weeks now and still no updates or further emails. The product is expensive and defective. I wish there was another more reliable customer support. I need the product or reimbursement so that I can purchase another glucose monitor. I would like an email with the update on this case.

  Business Response

  Date: 08/04/2025

  Hello *******,
  
  Thank you for providing feedback regarding your Stelo Glucose Biosensor on August ******. Rest assured, our leadership team is continuously looking for ways to improve customer service and overall satisfaction with the product. This includes ensuring timely replacements.
  
  Upon checking your account, weve coordinated with the courier and can confirm that the replacement order is currently in transit. Our support team provided you with the correct tracking number, which has also been sent to your email.
  
  Thank you.

• Initial Complaint

  Date:07/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a type 1 diabetic, have been since 1989. This past November, I started using a new insulin pump, the tandem t slim. To get the most out of the pump, I also use a cgm (continousl glucose monitor). The cgm is use is manufactured by Dexcom, the G7. Since I've been on this, I've been having many sensor failed messages. I call them to have a replacement sent. My insurance measures to the day when I'm allowed to have my supply refilled. This is a major concern considering it involves my health.

  Business Response

  Date: 08/06/2025

  Hello ****,
  
  Thank you for sharing your experience with us. We understand how important it is for the product to operate as expected and the frustration when those expectations are not met.  A member of our escalations team attempted to contact you today, 8/6/25, regarding your concerns. 
  
  Our Customer Success team preformed a thorough review of the account in question.  The review process has confirmed that all required replacements have been provided and at this time no additional replacements are warranted.
  
  Our training and technical support teams are experienced in assisting consumers with improving the performance of the product with information and strategies on best use and practices, reducing the frequency of errors and need for replacements. We encourage you to take advantage of these free services to get the most out of your G7.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:07/29/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday, July 12th, I ordered a 3-month supply of continuous glucose monitors from Stelo/Dexcom, for a little under $300. This 3-month supply of readers provided 3 boxes with 2 readers each (6 total), and each reader is supposed to last a total of 14 days.On Tuesday, July 15th, I received my shipment and began using the monitors. Theoretically, as of the time of the writing, I should be on the last day of my very 1st ********** first monitor lasted only a few days before the sensor just stopped working and I was quick to file a claim through Stelo's barely existent customer service, in the form a chat bot with limited responses and fewer opportunities for customer input, and I'm still dealing with that "case" - no resolution has been met yet. My second monitor fell off after a few days due to adhesive failure. My third monitor fell off today, after 6 days, again due to adhesive failure. Then tonight when I attempted to pair my 4th (!!!) device, it just straight up would not pair. My phone just got stuck "searching" for the Bluetooth device.I am entirely unhappy with the products quality and lifetime that I was sold. I am entirely unhappy that the company seemingly has a reputation built on providing shoddy and quick-to-fail products that leave customers upset. I am entirely unhappy that my options for resolution are limited to a faulty chat-bot with completely unsatisfactory functionality.

  Business Response

  Date: 07/30/2025

  Hello ****,
  
  Thank you for providing feedback regarding your Stelo Glucose Biosensor on July 30, 2025. Rest assured, our leadership team is continuously looking for ways to improve customer service and overall satisfaction with the product.This includes ensuring timely replacements.
  
  Your concern has been received, and you can expect to be contacted within 48 hours.
  
  Thank you.

• Initial Complaint

  Date:07/26/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered their product and their 6 devices never got connected to my phone so i had to remove them from my arm. I created a case with them and they still havent solved my issue nor they replaced it

  Business Response

  Date: 07/28/2025

  Hello Jaldhikumar,
  
  Thank you for providing additional feedback regarding your Stelo Glucose Biosensor on July 26, 2025. Rest assured,our leadership team is continuously looking for ways to improve customer service and overall satisfaction with the product. This includes ensuring timely replacements.
  
  Your concern has been received,and you can expect to be contacted within 48 hours.
  
  Thank you.

• Initial Complaint

  Date:07/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a product recall notice for a Dexcom G7 receiver, Date of notice was 6/3/2025 thru the provider of the medical device. Notice stated I should call a Dexcom dedicated number to arrange for a replacement *************). I have been calling this dedicated number continually since about 7/8/2025. I have been calling almost daily and at all times of day, including middle of the night (my EST timezone is three hours later than California time). Every time I call I either get put on hold or get a message that they have too many calls and they will call me back. So far I have requested a call back twice, with no resulting call back. So far I have waited on hold for 30 minutes/25 minutes/15 minutes after which time I finally hang up. Dexcom has sent out recall notices for what is estimated to be thousands of affected receivers yet they do not provide adequate resources for the consumer to request the replacement that the notice promises. Dexcom does not allow for an online option to request a replacement. An online option would simplify this for everyone affected and the serial number, a required piece of information, could easily be cross-checked that way. I feel that Dexcom is purposefully not making adequate reporting resources available as a way to cut their losses after providing a defective product.

  Business Response

  Date: 08/01/2025

  Hello *****,
  
  Thank you for sharing your experience with us. We understand how important it is for the product to operate as expected and the frustration when those expectations are not met. A member of our escalations team attempted to contact you today, 8/1/25,regarding your concerns. 
  
  Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product. This includes providing replacements in a timely manner and communicating in a clear and effective manner. The feedback you shared provides us with the opportunity to learn and improve the overall customer experience. 
  
  FedEx records show your replacement receiver was delivered on 7/25/25.
  
  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 08/02/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******
  
    I notified BBB that I had received the replacement receiver on August 1, 2025, via email. I notified them in response to an email query asking if I had heard from Dexcom. Left hand/right hand.