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Review from Shawn G
1 star02/16/2023
Total Diabetes Supply DOES NOT honor anything stated on their website in regards to cut off time for orders to be shipped out same day nor the shipping provider they use. Rather they get a hold of the customer through email near end of business day to state there is a problem verifying the shipping address so your order will go out the next business day. They also switch shipping providers from *** to ***** as they so please, without notifying the customer beforehand. And in the event your ***** express delivery qualifies for the delivery guarantee refund, they will not pass that refund onto the customer... They instead pocket the extra shipping money that gets returned to them (the shipper). To top it all off, you cannot.call & expect to get ahold of a real person without leaving a voicemail & having to wait for a return call. Absolutely horrible considering they are more pricey with supplies and the express shipping costs through this company is outrageous.
Total Diabetes Supply Response
02/27/2023
Dear ******************,
We sincerely apologize for the less than satisfactory order experience you had with Total Diabetes Supply. Our priority is to provide customers with excellent customer service, and we did not meet your expectations.
After reviewing your order and interactions with our **************** team, we would like to offer clarification on some of the points you mentioned in your review.
Regarding the address verification, our intention was to ensure your order was shipped to the correct address. We understand your frustration with this extra verification method, but we were still shipped your order on time. This was not a factor why your package delivery was delayed with *****.
We understand your concern over which carrier your order would be shipped. Our website does not specify the shipping carrier we will use to ship, nor do we offer an option to select a preferred carrier in the checkout process. As a business we cannot offer this option and still operate efficiently. When we received your message that you strongly preferred *** as the carrier, we had already shipped your order via *****.
Lastly, the cause for the delayed delivery. ***** listed the cause of the delay as Local Delay beyond our control, unfortunately this reason means we are ineligible for a refund through *****. There are events that are out of anybodys control, but we understand your frustration. We are issuing you a full refund for your order and if you chose to shop with us again, we will be ready. If not, we understand and wish you the best.
Sincerely,
Total Diabetes Supply
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