Complaints

This profile includes complaints for Abbott Laboratories's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Abbott Laboratories

  100 Abbott Park Rd Abbott Park, IL 60064-3500

• 

  Abbott Laboratories

  6501 Weston Pkwy Ste 370 Cary, NC 27513-2312

• 

  St. Jude Medical

  1 Saint Jude Medical Dr Saint Paul, MN 55117-1789

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  Abbott Laboratories

  4900 Hopyard Rd Pleasanton, CA 94588-3344

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  Abbott Nutrition

  3300 Stelzer Rd Columbus, OH 43219-3034

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:04/30/2025

  Type:Delivery 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.

  Formal Complaint Against Abbott Failure to Escalate and Resolve Urgent Shipment Issue Complainant: *************************************** Complained Against: Abbott Laboratories FreeStyle Libre Customer Support Issue: I am filing a formal complaint against Abbott regarding its failure to facilitate delivery of my replacement FreeStyle Libre 2 sensors and refusal to allow me to escalate my concerns to a supervisor.I contacted Abbott multiple times after ***** delayed two shipments of my replacement sensors (Tracking Numbers: ************ and ************), which have been marked "Out for Delivery" in ******, ** but never arrived.During my calls, I specifically requested to speak with the supervisor who authorized my last replacement shipment to advise them of the continued delays. However, in three separate calls, Abbott representatives refused to transfer me, despite my insistence that the shipment had not arrived and was unlikely to do so. Each time, representatives assured me that delivery would occur by the end of the business dayyet since the first delivery notice, I have still not received the sensors.These devices are crucial for managing my diabetes, and this repeated failure to escalate my concerns and provide real solutions is unacceptable.Resolution Requested:Immediate intervention to ensure prompt delivery of the replacement sensors.Allow direct communication with a supervisor to discuss shipment delays and future resolutions.Stronger coordination with ***** to ensure medical shipments are prioritized and not subject to repeated delays.I trust Abbott will address this matter urgently and ensure I receive my medical supplies without further obstruction.

  Business Response

  Date: 05/06/2025

  Hi - 

  The later delivery has proof of delivery on 4-30-25. Please see ***** tracking with delivery proof - *************************************************************************************************;

  As such, any non-delivery is an issue that Mr. ******* will have to dispute with the shipper. 

  The earlier delivery seems to be lost by the carrier. Abbott's responsibility as the shipper has been fulfilled in this case, but as a gesture of good will, Abbott will incur the cost and ship another sensor.

  We hope that this concludes the matter.

  Sincerely - 

  Abbott Diabetes Care Customer Support

   

  Customer Answer

  Date: 05/06/2025

   
  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.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:04/29/2025

  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 have been contacted Freestyle Librae Abbott company since the end of February regarding my sensors and attempting to order my 90 day supply. I have been told by several different representatives that it has been shipped and then upon calling back I would get different responses. I was told that my primary doctor had to approve the order. I called my doctor and it was approved and then they told me it was an insurance issue. I called the insurance company and was told it wasn't on their end. I have called for months to no resolve and have been gambling with my diabetes because I can't tell what my sugar levels are. Each representative gives me the run around.

  Business Response

  Date: 04/30/2025

  Hi - 

  Abbott does not provide quarterly medical supplies; a *************************************** is responsible for sending Mr. ****** his supplies through his ******** coverage. This department is only responsible for sending replacements if needed.  

  Sincerely - 

  Abbott Diabetes Care Customer Support

• Initial Complaint

  Date:04/27/2025

  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.

  On the beginning of march of this year, I bought 2 sensor freestyle libre2 to monitor my glucose levels, after not being able to use another one because as they stated the operating software on my iPhone wasnt compatible, I asked for a reimbursement of the money I spent on 2 , they said they will but I had to submit 2 photos with the unopened boxes and receipt, which I did, after at least 5 phone calls I havent got any resolution, every time they say nobody is around with the authority to resolve it and somebody is going to call me in less then 48 hours, every time nobody calls, every time I call they make me waste at least half an hour, the case number is ******** the amount Im claiming is 75 us dollars, they have acknowledged that they received my photos. Thank you for your help. 

  Business Response

  Date: 04/29/2025

  Hi - 

  This refund request has been located. A status will be requested. Please be advised that refund requests require a minimum of 6 weeks to process and this request was received on 3-22-25. 

  Please request another status so we may respond in 1-2 business days. 

  Sincerely - 

  Abbott Diabetes Care Customer Support

• Initial Complaint

  Date:04/25/2025

  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.

  Glucose meter stopped charging and when contacted they refused to replace the product because it had been replaced before. If a medical product fails it should be the company's responsibility to replace it.

  Business Response

  Date: 04/28/2025

  Hi - 

  The meter warranty replacement guideline is 1 replacement meter per year. If additional replacements are needed, then the customer would need to either use a personal Smart Phone for glucose monitoring or acquire a new meter via direct pay. 

  However, in the interest of maintaining good customer relations, we will provide an exception to the policy in this case and send a replacement to the address of record.  

  We hope this concludes the matter - 

  Sincerely, Abbott Diabetes Care Customer Support

• Initial Complaint

  Date:04/22/2025

  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.

  Freestyle/Abbott sent a replacement to the wrong address with no return then finally corrected it with no return. Then told me multiple times I did not need to return anything. Now I am getting emails saying I do. company is verbally saying I don't but I want it in writing. I have spoken to multiple people and email top executives. I am not getting any response. I also have opened cases that keep getting closed with no contact. 

  Business Response

  Date: 04/24/2025

  Hi - 

  The return process is automated, and we are unable to step inside the process and change what was originally marked for return. Although there are e-mails being auto generated by Abbott asking for the return, there is not a process in place by Abbott to further ask for the return (like billing or other more urgent notices) other than the e-mail. 

  Currently, there is no customer facing letter that will describe this to the customer.

  Sincerely - 

  Abbott Diabetes Care

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23237332
  
  I am rejecting this response because: it is not acceptable to simply state. You dont have a process you guys continually send me a letter saying that I owe you something you verbally state I dont every time. I have asked for it to be put in writing to me. You obviously are responding to this complaint and received it somehow so someone can draft a word document and send me a letter on letterhead or send me an email plain and simple. Now you can also explain how my product went to an inaccurate address and why you guys are refusing to remove outdated information because you guys are still asking me to verify outdated information that was removed a long time ago over a year and a half ago. Unacceptable and I do not accept this resolution. 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 04/25/2025

  Hi - 

  We regret that Abbott cannot come to a solution regarding this.

  Again, the process is automated with no monetary or physical collection efforts on behalf of Abbott to collect anything.

  A one-time specific need letter will not be drafted. 

  The current address Abbott has for Ms. ******** is as follows - 

  ****************************************************************
  ***

  If this address is current, then no further action should be needed regarding incorrect address information. 

  Sincerely - 

  Abbott Diabetes Care Customer Support

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23237332
  
  I am rejecting this response because: all you have to do is respond to this complaint and acknowledge the Following: Abbott sent the sensor to the wrong address without a return box. Abbott sent a sensor to the correct address to correct the mistake but did not send a return box. Abbott verbally on multiplications advised no return is needed and throw away the old sensor. Abbott continues to have the incorrect phone number on file as they mentioned it in my last phone call. The consumer, **** ******** in this case, does not need to return anything to Abbott nor do they owe them any money.

  This should be simple. You can put it in this documentation because Im saving it. You havent ceased sending me written communication stating that I owe you this every single day but you have a problem providing me anything saying I dont owe it to you. I know the fighting from the agents telling me that I shouldnt have thrown a box away, wont be addressed, but it would be nice if thats addressed. Im not going to Approve this response until I get above. Its not difficult. It should not be this difficult. Do better! I have all of my correspondence and Abbot looks really bad.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:04/22/2025

  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 have been purchasing the Pediasure 1.5 Vanilla drinks for my son, who needs them due to a medical issue. The last several shipments have come damaged. I have reached out to the company regarding this issue. I was sent replacements, but those also had damaged cans. The outside of the delivery boxes is never damaged. I related this to the representative. I was told that quality control would catch the dented cans, so the problem is probably with ****** I did receive a refund for one order. I decided to try another supplier. I recently received the order and there were dented cans in this shipment too. I can't imagine I'm the only one getting damaged cans. The fact that it's from two different suppliers and both are shipping damaged products has me thinking this has to be coming from the original facility. I desperately need this for my son. This is one of the few nutritional products that does help with his growth and weight gain. I have spent a considerable amount of money only to get several shipments damaged.

  Business Response

  Date: 04/23/2025

  Dear **** ******,
  
  We understand the frustration and our PediaSure team would like to learn more about your concern. A Supervisor from Consumer Relations will contact you by phone to see how they can help.
  
  Sincerely,
  
  Consumer Relations
  Abbott

  Customer Answer

  Date: 04/26/2025

   
  Complaint: 23235781
  
  I am rejecting this response because:I still have to receive my replacement without cans being damaged. Once my reshipment is received, I will update that there has been a resolution. 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 04/28/2025

  At Abbott, the health and safety of our consumers is our top priority, and we take all customer complaints seriously.  Thank you for bringing your concern to our attention.  We were able to confirm that this situation has been addressed by our representatives. If you have additional questions, please call us at **************, Monday through Friday, 8:30 a.m. to 5:00 p.m. (EST).

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23235781
  
  I am rejecting this response because: I received a replacement with 10 damaged cans. Unfortunately, I will not be ordering anymore of this product. The last 6 shipments I received have had damaged product. If this isn't an issue with quality control, then Abbott needs to discuss this issue with the delivery service. I've taken numerous pictures and a video of opening a box that shows the damaged cans being removed. The one thing I do need to mention is the customer service department were helpful and very understanding. I just wish this issue could've been resolved. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/21/2025

  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.

  In March and April 2025 I had to file to replace my Freestyle Libre 3 sensor and reader. After a couple of times speaking with a representative and not getting the items replaced I called once again. In this phone call I was assured they were replacing my sensor AND reader. I went over this particular thing several times on a recorded phone call. The representative assured me they would be replacing these items and would be sending a return box for me to send in both my reader and sensor. I received the box and returned my sensor and reader and the tracking says they received these items on April *******. However, they sent replacement box and only replaced the SENSOR and not the READER. I have called them and they refuse to replace my reader saying they never asked for it and haven't received it. I would kindly ask they go listen to the phone call, look up the package and replace my reader. They are no longer helpful and told me to file with my insurance. I should not have to file with my insurance for something the insurance already paid for and I returned to Abbott for a replacement.

  Business Response

  Date: 04/22/2025

  Hi - 

  With the troubleshooting history, it does not appear that Abbott would ask for a Reader to be returned, but in an effort to maintain good customer relations, we will override the rejection and provide a no-charge Freestyle Libre 3 Reader and send it to the address of record - 

  Sincerely - 

  Abbott Diabetes Care Customer Support

  Customer Answer

  Date: 04/22/2025

   
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/10/2025

  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 purchased a FreeStyle Libre 14 Day from CVS Pharmacy.Sensor is defective. I used it 3 days and it is not scanning.The doctor had initially given me a Freestyle 3. which I liked as it scans automatically, instead with the Freestyle Libre you have to use your phone to scan.When I called Abbott, I was told they could only replace the Freestyle Libre and not give me a refund. I do not want a replacement of the same sensor that was defective. I am asking for full refund/ or coupon to purchase a FreeStyle Libre 3 I find it unacceptable that the company will not issue a refund on a defective product.I was told that *** would have to refund me. I tried that but I was told it is the manufacturer that has to issue a refund. 

  Business Response

  Date: 04/15/2025

  Hi - 

  Standard refund policy for Abbott Diabetes Care is as follows - 

  Unopened products are returned with a valid "out of pocket" expenses documented via valid receipt within 30 days of the original purchase date. 

  I have requested a representative call the customer back to explain our refund policy. Abbott will process refunds that meet the criteria. 

  Additionally, products for replacement can only be replaced with the same product, per Federal Regulations. Failure to do so can result in penalties and fines.  

  Sincerely - 

  Abbott Diabetes Care Customer Service

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23186735
  
  I am rejecting this response because:

  the item I purchased was defective.  Initially the doctor gave me a Libre 3 and in error the libre was ordered.

  Libre had to be scanned and was having problems with scanning.  I wanted the Libre 3 that automatically scans every minute.
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 04/18/2025

  Hi - 

  This refund request has been received and is currently being reviewed. 

  Sincerely - 

  Abbott Diabetes Care Customer Support

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23186735
  
  I am rejecting this response because: 

  I have sent the documents Abbott was asking for.  I am waiting for their response.

  Sincerely,
  
  ********* ******

  Business Response

  Date: 04/30/2025

  Hi - 

  An exception for "used" product was provided to the refund policy in this case. Keeping in mind that a replacement was offered for same product and Federal Regulations prevent Abbott through penalties and fines of providing anything other than "same product". 

  A refund check in the amount of $40.89 will be sent to the address of record. 

  Please allow a processing time of 4 to 6 weeks. 

  Sincerely - 

  Abbott Diabetes Care Customer Support

  Customer Answer

  Date: 04/30/2025

   
  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.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:04/04/2025

  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.

  My father uses the freestyle Libre 3 sensor for his diabetes. On 26 march 2025 the sensor for the freestyle Libre 3 required change. At the moment of placement in the patient arm the sensor did not detached from the case. Hence, a new sensor was placed. The sensor lot number is ******* Serial number OHMCJDPCA Expiration Date 2025-06-30 Sample available for return. 

  Business Response

  Date: 04/21/2025

  Hi - 

  Sensor replacement services for failed sensors are available through our toll-free number at ************. 

  Please call that number to replace sensors.

  Sincerely - 

  Abbott Diabetes Care Customer Support

  Customer Answer

  Date: 04/21/2025

   
  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.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:03/30/2025

  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.

  The of transaction 03/26/2025 Out pocket after insurance I paid $120.00 Abbott Diabetes Care claim to make the best diabetes products My complaint is about two of their products. One of the products is the Libre 3 Reader and the other is the Libre 3 plus sensor.The company is well aware of the problems I'm having with the Libre 3 plus sensor not working for a full 15 days and the Libre 3 Reader keep locking up and showing no location when I'm sitting right by it! This is very dangerous and not a safe feeling for me. Abbott Diabetes Care created two case numbers for the products. I really think they did not put the Libre 3 Reader in the replacement shipment correct. I never got it yet and I have contacted too many times about my issues. I'm so sick of this company products and I wish they start making product I can trust!Here's the case numbers they created #******** and ********. I don't think they did it the correct way for the Libre 3 Reader and the Libre 3 plus sensor. I really must get the products soon so I can check blood sugar levels I need it checked about 6 times a day. This is a very serious matter in my life. I need help fast and the right products!

  Business Response

  Date: 03/31/2025

  Hi - 

  Mr. ******** replacements far exceed the expected rate. We recommend Mr. ****** discusses this high failure rate with his doctor. In an effort to preserve good will with Mr. ******* we will replace 1 sensor, and 1 reader as requested. We hope this concludes the matter, 

  Sincerely Abbott Diabetes Care

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23134758
  
  I am rejecting this response because: Once I get my 1-senor Libre 3plus and Libre 3 Reader. Just for the record I have spoken with my doctor. He said to contact the maker and ask for replacements. Once Abbott send me the replacements, I will have it removed from the BBB files.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/03/2025

  Hi - 

  Per ***** tracking the products were received. Please see ***** tracking with photo proof of delivery. 

  ********************************************************************************************

  Sincerely - 

  Abbott Diabetes Care Customer Service

   

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23134758
  
  I am rejecting this response because: I hope this company start making better products and stop promoting outdated products in the future.
  
  Sincerely,
  
  ******* ******