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Complaint Details
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Initial Complaint
06/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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
05/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 yetBusiness response
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
09/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a Blood Pressure machine, and it doesn't work. I told the company adw diabetes. With no resolution.Business response
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 response
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
06/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 moneyBusiness response
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
03/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 youBusiness response
04/13/2023
Customers order was cancelled and we voided the pending authorization. Their credit card was not charged.Initial Complaint
06/30/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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
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.
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Customer Complaints Summary
6 total complaints in the last 3 years.
3 complaints closed in the last 12 months.