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:03/21/2025

  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 reached out to this company to order Autosoft 90 insulin pump insets (diabetes supplies) and was told it shipped on 1/20/25, but it was delayed, not being put in the mail until 1/21/25. I reached out with a complaint on 1/26/25 and the company, without telling me what they were doing and without my permission, sent me a reshipment. It was not until today, 3/21/25, that they reached out and told me I needed to pay for the extra shipment or refuse it. These are diabetes supplies, you use them every 3-5 days, so Id assumed the extra package they sent was your typical were sorry for the mess up. customer care package. The type of thing my business does when we get a customer complaint. Apparently, I was expected to refuse the delivery I never asked for or pay up. I didnt want to get in trouble and I really did not want to continue talking with the lady on the phone, who had been argumentative since the beginning and wanted to win an argument that was not originally an argument. (I apologize if you get a record of the phone call, she spoke to me like I was an unruly kid so it was frustrating to deal with). I would like the company to just issue a refund so I can forget they exist. If not that, at the very least, I feel the company should be required to post a pop-up/confirmation box disclaimer before every order on the website, and a verbal script that must be read before every purchase made via phone call, explaining any extra shipments you receive from them will require that you pay the full price plus shipping, so no one will be confused like I was.I have expressed to the company I did not want to be contacted by them, and they have used that to the extreme by not explaining processes like this. I have meant I did not want to be contacted by specific people in that company, as they have been sending me the same customer service representative with a problem with me, since the beginning (**** ******), *********************************

  

  Business Response

  Date: 04/02/2025

  Hi ********,

  Our customer improvement team attempted to reach out to by phone regarding your issue. Our goal is to always make sure our customers are happy with our products and service. We appreciate you as a long-term customer and do apologize for your most recent order experience. We have not and will not charge you for the extra box of insets that we shipped *** Ex overnight service to ensure that you did not run out of your supplies. We understand how important your supplies are, and we did everything we could to make sure you received them before you ran out of your insets.

  We do apologize for the long delay in receiving your original order. Your order was placed on Saturday Jan 18th, 2025. It was shipped on Tuesday Jan 21st, 2025, (the next business day) due to the national holiday of ****** ****** **** Day on Monday Jan 20th 2025.

  Once your order was shipped, it was delayed in transit to reach you and our team received your email where you advised us I am down to my last, emergency site.  Our team immediately made sure you did not run out of your supplies, so we shipped another box out overnight at no charge to you expecting to get the original shipment back. We knew if you did not receive this box of insets you would be out of supplies.
  

  We attempted to get your original order back to our warehouse, however it was eventually delivered to you. We called to see if you wanted to keep it, or if you wanted to have it shipped back to ADW Diabetes.
  As a valued customer we are not charging you for the extra box of insets that you received at no cost. We appreciate your business!

• Initial Complaint

  Date:09/12/2024

  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.

  *** is a company that our patients use for diabetic supplies, they have reached out to our organization to contact a patient on a 3 way call because they do not have a way of communicating with a non English speaking patient. Our organization pays for interpreter services, and it is not our responsibility to use our services to reach out to patients that are utilizing the services of ADW. *** is collecting money from patients and their insurance companies and yet not able to in turn communicate with the patients. The supplies are important to the health of these patients. I feel this is a safety risk.

  

  Business Response

  Date: 09/19/2024

  Thank you for taking the time to speak with our manager regarding your issue.  We hope that you were able to learn more about ADW Diabetes and our commitment to servicing our mutual patients. Unfortunately, on the day that you called we had bad weather, and our phones and power went out while we were on the call with our patient and the interpreter service. We apologize that this first experience working with our company was not as smooth as it normally is.  We take great pride in helping our mutual non-English speaking patients obtain the supplies they need.  Our team has customer service representatives that speak other languages including fluent Spanish and Portuguese.  We have been working with your company for several years and have an agreed-upon process in place for our mutual patients that need interpreter services. The current process is that *** will receive a 3-way call from your company with the nurse and the patient, on the phone together, using the interpreter service.  This enables our team the ability to confirm with both the patient and nurse that the proper supplies are being ordered. If at any time in the future we need to modify this process with your company, we can work together with our management teams to make any necessary changes to better serve our patients. We want to thank you again for your trust in ADW Diabetes and appreciate your feedback and look forward to working with you to help our mutual patients. 

• Initial Complaint

  Date:06/16/2024

  Type:Billing 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 June 2nd, 2024, I placed an order for my mother (account under her name, *******, with my same last name). The order number was W2790412. The costumer number is *******. I ordered two boxes of BD Ultra-Fine Insulin Syringes Short Needle 31G 1/2cc 5/16" 90ct, which my mother needed for her insulin. They sent the WRONG needles. Then, when my mother contacted customer service, they told her they would not send the correct needles until they received the incorrect needles back through the mail. My mother needed needles. They told her that once they received the incorrect needles, they would reach out to her and ask what she wanted to order or provide a refund. Again, my mother was without her needles that she needs to survive. She takes five shots per day. They also had her pay shipping for their mistake, which totalled to $12.45. This is absolutely unexceptable. Their customer service did nothing to help correct their error, leaving my mother without needles.I paid ***** for the needles, and $12.45 for shipping.

  

  Business Response

  Date: 06/19/2024

  Hi ****,
  
  We appreciate you speaking with our customer service manager regarding the issue with your order. Our team apologizes for the mistake we made in shipping your order. We have refunded you for your order and have reshipped the correct item to you at no cost. Thank you for your business!

• Initial Complaint

  Date:05/20/2024

  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 ordered a box of syringes like 6 days ago and paid for it to be priority rush delivered an extra 12 dollars and I haven't received anything yet

  

  Business Response

  Date: 06/04/2024

  Hi ***,
  We are so sorry for the delay in receiving your order. Due the delay we have refunded you for the entire cost of your order. Our customer service manager called and left you a voicemail. Our team works hard to make sure all our customers are happy, and we apologize for your inconvenience. 

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair 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 purchased a Blood Pressure machine, and it doesn't work. I told the company adw diabetes. With no resolution.

  

  Business Response

  Date: 09/13/2023

  Thank you for allowing our customer service team to get your issue resolved. We provided a full refund for the product you order.

  Customer Answer

  Date: 09/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Thanks to ******************* for a very fast response and resolution. I hope her and her family be protected by The Father in the true God ***** Name Amen.
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/15/2023

  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 a loyal, repetitive customer to ******************** for several years now, and at this point in time if someone came up to me and asked for a recommendation as to where they should order diabetic products from-I wouldnt say this company. Like clockwork I purchase my insulin syringes every other month, sometimes every month it just depends on the situation, but I am constantly paying for overnight shipping. Yes Im well aware there is an auto ship option, Im in the process of trying to get a pump, so therefore I dont want to have to worry about the auto shipment and remembering to cancel it or having all these extra syringes when Ill just have to throw them away once I get the pump. In the last several years Ive had 3 or 4 times where *** paid the outrageous fee for overnight shipping-because I obviously needed the stuff I ordered-yet fed ex goes and delays the package. When this has happened in the past, I have tried to contact customer service to get refunded the shipping fee. Not once have they approved a refund and not once have they apologized for the Inconvince. Once again the package was delayed yesterday-and the note the driver put stated it was due to local reasons? THE DRIVER WASNT EVEN IN ** LET ALONE ANYWHRRE CLOSE TO WHERE I LiVED! I emailed customer support and asked for a refund. Nobody ever tried to email me back and Im assuming theyre probably not going to. They were made aware that if they ignored my email and didnt refund me I was contacting my bank to dispute the charges and contacting the bbb. Someone needs to just refund me my money

  

  Business Response

  Date: 06/20/2023

  We apologize for the delay in your order. We refunded your overnight shipping charge the same day we received your email advising us your overnight shipment was delayed. Our **************** Manager has been trying to reach you by phone and email to follow up with you. We appreciate your business.

• Initial Complaint

  Date:03/25/2023

  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 bought syringes from adw and they said my package was canceled because address mess up and they never gave my money back or anything and charged me for it I would love to have my money back please and thank you

  

  Business Response

  Date: 04/13/2023

  Customers order was cancelled and we voided the pending authorization. Their credit card was not charged. 

• Initial Complaint

  Date:06/30/2022

  Type:Customer Service 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 diabetic medical supplies from ADW Diabetes the first week of Jun 2022 via second day delivery. Once five or six days passed, I called ADW Diabetes and inquired about my delivery. A young woman answered the phone- she is the basis of my complaint. She was rude, condescending, and unprofessional as I was trying to explain my valid concern. Her tone of voice made it obvious that she could not have cared less.Update 6/30/22 I called ADW Diabetes again today and the very same young woman answered the phone again, as she was really quick to remind me of that fact, as I am still trying to resolve my issue for needed diabetes supplies. Is this young woman your only customer service representative? Yet again, she was rude, condescending, and unprofessional. Also of note, she did not ask for my name, verify my address, ask for my tracking number (all standard procedures in any customer service channel). All she said was basically: yeah, un-huh, and some other nonsense. At least she is consistent.I will never use ADW Diabetes again. Also, if the public writ larges reads this, I strongly recommend all potential customers stay far away from ADW Diabetes and spend their hard earned money at a reputable and professional place of business, as ADW Diabetes is certainly neither. And for a point of reference, I am almost 50 years old and this is my 1st ever BBB complaint. Read that last sentence again. I have and I will continue telling everyone I know about my terrible experience with ADW Diabetes.

  

  Business Response

  Date: 07/26/2022

  On behalf of ADW Diabetes, we want to apologize for your order experience. The issues you had with our customer service representative were unacceptable and have been addressed by our management team. We have taken steps to ensure this does not happen again.

  Your order was lost in transit, we refunded your shipping charges and reshipped your order overnight. We also gave you a full refund for your order due to your experience.Our team works extremely hard to make sure all our customers are 100% satisfied with our service. We understand how important it is to provide great service every time, and we hope you can give us another try.