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:01/28/2025

  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.

  I feel like this company lures you in with a great first experience and then any experiences after that, they take advantage of you. My first experience went great- I made some money on extra supplies. My second experience was horrible. I sold some diabetic supplies to Two Moms Buy Test Strips. I read on their website that they only take mint condition items, which I made sure my items were in mint condition. The items were carefully packed and shipped to them using a supplied label. I received an email that one of the items was damaged and had an inch long rip in the box. That rip was not there when I shipped it and looked like it was rip purposefully. I inquired about it and I was quoted policy. I spoke with a representative on the phone who would only quote policy and not offer any solutions. He kept wanting to send me a video of them unpacking the box to prove they did not rip the box. The other picture they provided shows the boxes in mint condition. They refuse to send me the damaged item back unless I pay them to. I do not want to see an altered video of the unboxing. I do not want to pay them to send me my item they damaged. I want my $145 dollars. This company should lose their accreditation with BBB as Ive read others having a similar experience. Attached are the pictures they sent me with the damage they caused.

  

  Business Response

  Date: 02/06/2025

  The pictures you provided were the pictures we took of your items. The first picture was of all your items, but the second picture was when we turned the box around to show the damage.
  The way you described this experience was as if we purposely damaged your supplies and are refusing to pay for them. This doesn't make sense. Why we would purposely lose money? When we opened your shipping box, we found only 1 piece of packing paper inside and all the boxes were floating around inside loosely. This is not packing them carefully or properly. One of the boxes was torn on the corner due to the lack of packing materials to cushion everything during transit. We not only provided you with a photo of that box, we also provided you with video footage showing our processor removing your supplies, inspecting them and taking a photo of the damaged box. We also offered to make an exception and return the box to you since you were a new customer, but you refused that offer because we asked you to provide a shipping label. We already paid for you to ship your supplies to us, we lost money because we can't resell that box, and are being asked to pay out of pocket on top of that to ship them back to you. When we reached out to you about this, you said you would change your ****** review when we paid you for the damaged box, basically blackmailing us to remove this very misleading review.
  We're sorry you feel blaming us for damaging your box (which the video footage proves we did not) and then blackmailing us to remove a misleading review that damages our good reputation is the right thing to do. All we did is what we do every day, help our sellers by buying their supplies, which is our mission every day. We open your shipping box, inspect, and report how they were received.
  

• Initial Complaint

  Date:07/08/2024

  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 sent in my supplies like they said. I was promised $98 they sent me $68 I contacted them immediately and told them I was promised $98 and they proceeded to tell me that 2 boxes were damaged and sent me a picture of damaged boxes. I know for a fact 100% my boxes were not damaged I had just received the items. This company is a fraud stealing peoples money. I can see that there is numerous complaints stating the same thing. They lie and cheat people out of their money. I guarantee you that they put them in new boxes and proceed to sell them and still get their money. This is ridiculous!! I’m very pi@@ed off.

  

  Business Response

  Date: 07/17/2024

  The customer is incorrect. We are an honest company and we only report what we receive from the customers. Based on our experience, it appears to us that the one dollar deduction happened as a result of incorrect packing. There were no packing materials in the box as you can see from the photos. Items packed in this manner can bang against each other in transit, damage each other, and even open up. As you can see from the photo, the contents of the lancet box opened in transit. We recommend using packing materials to keep the items from moving around.

  As for the other item, the $30 deduction, that particular item has seals that keep the box closed. Those seals are extremely tough to open, and you can see where the seal is not cleanly sliced but torn open. This is not some thing that happened in transit. In our opinion, that item was put into the shipping box in that condition. Possibly the customer overlooked the damage, we don't know. We only know how we received the items.

  Customer Answer

  Date: 07/17/2024

  this is the original picture that I received then a few minutes later I got the other pictures where they were spilled in the box and the other box of strips were opened. Only after I complained. I know for a fact that at least the strips were not busted open at all that had to be something they did. I’ve also read several other complaints where other customers have said the same thing has been done to them. They sent the box and plainly said to put the items in the box and mail them back. There wasn’t even enough space for the items to move around and there was no damage to the box as you can see in the picture that I sent. This company is a big hoax to make extra money off from the people by saying things were damaged so they can make extra money. It’s ridiculous how they scam people and get by with it. I just want the rest of my money. They make plenty off from people by stealing it shouldn’t be a problem to give it to me. 

  

  Business Response

  Date: 07/18/2024

  Attached is a picture of the email we sent as soon as we closed out the order. If there's any discrepancy, the customer gets an email that documents the discrepancy with words and pictures. So we are not understanding why she's saying a few minutes later she got pictures, all the pictures were sent in the email. Sometimes customers contact us before we've closed out the order and we will send pictures in a text if they are asking questions, maybe this is what she is referring to, I don't remember. But we always send a discrepancy email and attached is the discrepancy email we sent this customer.

  As I've said many times before, we just report the condition that we receive the items in. We did not do anything to her items, why would we? We want customers to be happy and we want items that we can resell. Addressing the comment that "other complaints for other customers have said the same thing ": Just because someone says something doesn't make it true. And how about the 5000+5 star reviews we received? How could we do that if we were conducting business in the manner this customer is accusing us of. It's unfortunate that some customers do not pack their items properly or they send damage product, and then they blame us. We are honest, we pay fast, we document everything.

  We do not have the staff or the funds to pack up and return items that are sent to us that are damaged. We stay this on our website. Our customers have to check two boxes before they even place an order with us verifying that they understand our policies. Our policies are in place to help us provide good customer service for our customer that send their items in. If we were busy packing up all the items that people send us that they shouldn't, we would not have time for anything else. And it would also put us out of business because of the shipping cost expense.

   

• Initial Complaint

  Date:06/14/2024

  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.

  These ladies are running a scam operation. I recommend you find someone else to by back your diabetes product or at the very east give them to someone that can use them. That's better to sending them to crooks that portray themselves as honest people who just want to help the community. Rather, they rip you off, keep your stuff, don't pay you and then make money off of selling the products to someone that needs it, right!!!

  

  Business Response

  Date: 06/28/2024

  We do not have a ******************************* in our database. We also did a search for the email that was provided, and there were no customers with that email in our database. Does this person have an order number? Whenever a customer submits on our website, we give them an order number. Its possible she thinks she did business with us, but did business with one of our competitors. Or its a fraudulent complaint submitted by one of our competitors. But we have no one by this name or this email address in our system. If they can provide the order number that they submitted on our website, which would be in any email we sent them, or the name as it appears in their account, we will look into this further. Otherwise, this is not our customer.

• Initial Complaint

  Date:03/05/2024

  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.

  [Order #*****] (January 24, 2024 I sold my diabetic supplies to TwoMoms. Though the website shows they accept the items I sent them, I was told via email that they don't and they adjusted the amount I was to receive by $56. I emailed them requesting these items back since the claim to not purchase them and their response was that they do not return items. So not only will they not pay me, they will keep them.? I can use the supplies for myself instead of them keeping them.

  

  Business Response

  Date: 03/05/2024

  Order #*****: it’s really distressing that our customers don’t read our terms and conditions, and they do not take note of the items we purchase and the items we don’t purchase. Our website shows that we DON’T accept the items she sent. The picture attached here clearly shows we do not buy DME Verio boxes, which is what the customer sent.

  The customer did email us requesting these items back. But if our company was to return all the items people send us in error, or that were damaged, we would never have the ability to actually conduct business. We would also go broke paying for the additional shipping. This is why our customers have to agree to our terms and conditions before they are able to submit an order with us. In fact, this is an industry standard with our type of business. This is why we are very clear on our website and we say the following:

  Please note, we WILL NOT buy or return any boxes that arrive expired, opened, have rips, slices, or tears of any kind or are stained in any way (including marker or pen ink). Prices shown below are for the best condition & expiration date, click on your supplies for an accurate quote. We DO NOT purchase supplies other than those listed below.
  Please DO NOT ship supplies that are expired or opened or that don't match your quote submission, they WILL NOT be purchased and WILL NOT be returned. Thank you!

  

  Business Response

  Date: 03/05/2024

  Order #*****: it’s really distressing that our customers don’t read our terms and conditions, and they do not take note of the items we purchase and the items we don’t purchase. Our website shows that we DON’T accept the items she sent. The picture attached here clearly shows we do not buy DME Verio boxes, which is what the customer sent.

  The customer did email us requesting these items back. But if our company was to return all the items people send us in error, or that were damaged, we would never have the ability to actually conduct business. We would also go broke paying for the additional shipping. This is why our customers have to agree to our terms and conditions before they are able to submit an order with us. In fact, this is an industry standard with our type of business. This is why we are very clear on our website and we say the following:

  Please note, we WILL NOT buy or return any boxes that arrive expired, opened, have rips, slices, or tears of any kind or are stained in any way (including marker or pen ink). Prices shown below are for the best condition & expiration date, click on your supplies for an accurate quote. We DO NOT purchase supplies other than those listed below.
  Please DO NOT ship supplies that are expired or opened or that don't match your quote submission, they WILL NOT be purchased and WILL NOT be returned. Thank you!

  Customer Answer

  Date: 03/06/2024

  Im still asking for the $56 owed to me or the return of my items. Thank you.

  Customer Answer

  Date: 03/06/2024

  Im still asking for the $56 owed to me or the return of my items. Thank you.

  

  Business Response

  Date: 03/14/2024

  Order #*****: Our website shows that we DON’T accept the items she sent. The picture attached here clearly shows we do not buy DME Verio boxes, which is what the customer sent.
  Our customers have to agree to our terms and conditions before they are able to submit an order with us. In fact, this is an industry standard with our type of business. This is why we are very clear on our website and we say the following:
  Please note, we WILL NOT buy or return any boxes that arrive expired, opened, have rips, slices, or tears of any kind or are stained in any way (including marker or pen ink). Prices shown below are for the best condition & expiration date, click on your supplies for an accurate quote. We DO NOT purchase supplies other than those listed below.
  Please DO NOT ship supplies that are expired or opened or that don't match your quote submission, they WILL NOT be purchased and WILL NOT be returned. Thank you!

  The customer sent items that did not match her quote submission. We consider this matter closed.

  

  Business Response

  Date: 03/14/2024

  Order #*****: Our website shows that we DON’T accept the items she sent. The picture attached here clearly shows we do not buy DME Verio boxes, which is what the customer sent.
  Our customers have to agree to our terms and conditions before they are able to submit an order with us. In fact, this is an industry standard with our type of business. This is why we are very clear on our website and we say the following:
  Please note, we WILL NOT buy or return any boxes that arrive expired, opened, have rips, slices, or tears of any kind or are stained in any way (including marker or pen ink). Prices shown below are for the best condition & expiration date, click on your supplies for an accurate quote. We DO NOT purchase supplies other than those listed below.
  Please DO NOT ship supplies that are expired or opened or that don't match your quote submission, they WILL NOT be purchased and WILL NOT be returned. Thank you!

  The customer sent items that did not match her quote submission. We consider this matter closed.

• Initial Complaint

  Date:02/20/2024

  Type:Order 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.

  First I received an email offering to return the test strips they did not want to purchase from me. I acknowledge this email gratefully. Then I get a response saying they refuse to send test strips back when they don't want them. (guess they consider them free stock for their shelves). I question this via both an email and voicemail saying that I was already told I would get the product sent back. I soon receive another email saying to disregard the previous email and they will make an exception for me and send it back. Again I say thank you. A couple days go by, nothing. I reach out to them for an update and tracking number. They ignore my email. A couple more days go by, same thing.... They ignore another email. Then a few more days go by, I leave a voicemail and another email. Both are ignored. So far my experience with this company is that they are thieves. They steal diabetic supplies from people and then sell them at prices slightly below retail allowing themselves to make maximum dollar.

  

  Business Response

  Date: 02/28/2024

  We have a new person/employee that assists ** in answering emails. The customers email went back-and-forth between myself and my new assistant. Its not our usual to return product to our customers so we sent conflicting emails back-and-forth to the customer not realizing we were both responding to him. Once we recognized this, we simply returned his product to him at our own expense. It was an unintentional mishandling of his order.

• Initial Complaint

  Date:11/01/2022

  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.

  They buy diabetic supplies. However, I send in 3 insulin bottles and they messaged me saying they will only pay me for one. They kept the other two bottles and said they were missing paper? I dont find it right they are stealing from people. They quote you an amount then find damage on your supplies and keep them. Im owed 75$ Or my products back. This is daylight robbery

  

  Business Response

  Date: 11/01/2022

  The customer is correct that we could not buy two of her boxes of Novolin/insulin because there was tearing on the outside of the box. She is also correct in that we do not return product. If people send us product that is damaged, we tell them very clearly on the website that we do not have the funds, nor the staff, nor the time to be packing up items that we cant purchase and sending them back. If we did, we would go out of business because its expensive and time consuming. we alert our customers to this fact. I do not know how we could make it any more clear than we do. There are two checkboxes that they must check before placing an order on our website stating that they understand these terms and conditions.

  in addition, in a very prominent place on the website, we state these terms and conditions [I will attach a photo]. Even under the product details when a customer selects that they want to sell Novolin, it states that we do not buy it if it has any tears in it.

  For some reason, I suspect customers look at what they feel are minor tears in a box, and then they send those items to us anyway. When we cant purchase them, they are highly affronted and angry and act as if weve tricked them, when in reality weve done everything we could to educate them before they sent their supplies in.

  In conclusion, we wish our customers would avail themselves of the information on our website which is not hidden but clearly stated in many different areas. We desire to keep our customers. We desire our customers to be happy. We would like our customers to return to us and sell us more product. We are motivated to be as clear and as honest as possible. Thank you.

  Customer Answer

  Date: 11/02/2022

  Thats a very nice way of describing your theft policy. You have no right of just keeping something that was meant to be sold to you just because its time consuming to send backThe items I send to you are brand new & sealed. Unless you can prove you will discard my items then you are definitely STEALING. I am willing to pay for shipment of my items back so dont act like you care about your customers because your only focus is to scam. This shady company should not get away with saying they dont have time to ship. That is ridiculous. 

  

  Business Response

  Date: 11/02/2022

  We do have a right to not return items that did not match the quote. We do not need to prove that we are discarding or donating your items. The fact that you are willing to pay for the return of your items is not material to the discussion. We do care about our customers, but our customers need to care about our business needs as well. We attempted to explain why we make no exceptions to our rule of not-returning items. We understand you do not like our terms and conditions, but that is not something that you can object to after the fact.
  When you made your order, you agreed to our terms and conditions, which is posted on our website, and you had to select that you agreed to these policies before you even placed your order:

  from our Terms & Conditions
  TwoMomsBuyTestStrips.com will honor the quote when the diabetic test strips you send, match what you provided when you requested a quote. We inspect every shipment to ensure it matches the description you provided. We reserve the right to adjust the price paid if there is a difference in the description you provided and what we received. For instance, if your quote is generated with retail pricing and you send mail order boxes, we will adjust the price paid. We do not return boxes, so please ensure that your quote accurately reflects the test strips you send.
  
  These terms & conditions are not negotiable. To reiterate, your insulin boxes had damage, paper missing on the box. We shared those photos with you. We understand that you may not feel that that damage is significant, but for us as resellers, we cannot resell boxes that have paper tears. Incidentally, none of the resellers that are our competitors return items that are not purchasable. This is not a shady practice, This is a practice that allows companies such as ours to stay in business and be competitive.

  We are disappointed that we didnt have a better business exchange. We wish you well in your future endeavors. We consider this matter closed.

  Customer Answer

  Date: 11/04/2022

  i disagree.

• Initial Complaint

  Date:08/29/2022

  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.

  This company buys your diabetes test strips. I had used them once and had good results. Second time I used them, I was ripped off! I sent 6 boxes, a value of about $425 and was told that they would only send me $56. They will not return my items and I am very angry. They sent me a picture saying the labels are damaged. They are the exact same way I had sent them the first time. Even on their website they say you can send with label damage. that is what i sent the first time and the second time. They are ripping people off. They are not giving you an option to have our items returned if they determine the value is $0.00.

  

  Business Response

  Date: 09/06/2022

  ****** used us once before (in June), and apart from mis-reading his expiration dates, his order was good, And there was no damage from label removal.
  The second time, he sent boxes that were torn on the face because of removing prescription labels. So it sounds like we are in agreement at this point that there were tears on the product he sent. This is absolutely not acceptable and there is NOWHERE on our website that it says that you can send us items that have label damage. In fact, it says the very opposite.

  It appears that ****** is angry that the test strips were deemed unacceptable. That is unfortunate and couldve easily been avoided by believing our terms and conditions (the two checkboxes which had to be accepted before placing an order on our website) and/or by reading our frequently asked questions.

  And it is very true that we do not give customers an option to have their items returned. This policy is very clearly stated in our terms and conditions, which must be agreed to before a customer even places an order with us. We also state unequivocally in many places on our website, including under the frequently asked questions, that we do not return product that is sent to us in error or that is damaged. This policy is in place because we dont have the staff or the materials (boxes, tape, packing) to return the enormous amount of product that customers send us in error.

  we are disappointed when a customer is disappointed. We want our customers to have a good experience with us, that is why we go out of our way to explain the condition of the items that we accept.