Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered supplies for my insulin pump on 1/4/2025, one box of infusion sets and one box of insulin reservoirs. Typically, I have always received shipping information (such as tracking) a couple days after the order is placed. When I didn't, I emailed their customer service per the given shipping app. I followed up after hearing nothing; the follow up happened on the 10th. I was then informed that the items would be shipped out "next week". This is a much longer estimate than usual, and it puts me at serious risk. I ordered with enough supplies to cover the shipping time, but this delay is about to force me to reuses supplies against general advice. I have followed up since then with no response received from Total Diabetes Supply. There was no problem with taking the payment on the 7th, but the shipping of the order seems to be the problem, as is the lack of response from their customer service department. I just want the supplies I need to continue my treatment as prescribed by my care team provided in a timely fashion.

  

  Business response

  01/27/2025

  We strive to provide excellent service, but occasionally we fall short.  This order was placed on Saturday 1/4/2024 and upon return to the office we were behind due to annual inventory counts, higher order volume due to the holiday closures which created a back log for customer service and responding to customer emails.

  For this situation, we refunded the customer order and shipped the product at no charge to them.  We also added another customer service representative to help keep up with growth. 

  Customer response

  01/27/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  11/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on October 25, 2024. The website states that the transaction will stay pending until the order ships. On October 28, 2024 the amount of $31.11 was full charged to my card, but not shipping notice. I reached out on October 31, 2024 for a status and was told they had received a lot of orders, but my order had processed and was awaiting shipping. I filed a case with ****** on 11-1-2024 because still no tracking. I have reached out to the company **************************************************************************************************************************** a timely manner and they did not leave the transaction as pending until it ships as they state on their website. I have not received a single response from the company. I just want my order cancelled and refunded since it is still saying unfulfilled and obviously has not processed. I have had to reorder my product elsewhere that has already shipped. I figured I would have to go to this extreme to get a response since they won't reply to emails. I would be more than happy to NEVER do business with them again once the order is cancelled and refunded. Such poor customer service. If you can't fulfill the orders, just offer to cancel, or at least really let your customers know what is going on instead of stringing them along. I only used this company because they were on a recommended list with my ****** Health App. I thought they were legit. I should have known better after my first order was semi slow, but this one is nonexistent. Hopefully, this will get a response because the service is NOT acceptable.

  

  Business response

  11/12/2024

  Thank you for bringing this issue to our attention.  We sincerely apologize for the less than satisfactory experience you had with Total Diabetes Supply.  We prioritize providing excellent customer service, and we did not achieve that with your order.
  

  We were still getting used to our upgraded systems and your order unfortunately was a casualty of our learning process.
  

  After reviewing your interactions with our **************** team and internal communications processes, here is what we did to address the situation:
  1) Reviewed the entire transaction process with our team
  2) Identified areas to improve and implemented a change in our process to catch delayed orders more quickly
  3) Refunded your order on 11/4 to your original payment method
  4) Shipped out your original order as a courtesy and expedited the shipping
  5) You will receive an email with your tracking number
  

  Again, we apologize for this poor experience with Total Diabetes Supply and hope you will give us another chance to serve you

  Customer response

  11/12/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
     I have not received a courtesy order or tracking, but I did receive the full refund as stated.
  
  

  Regards,

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

• Initial Complaint

  10/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two products and they have yet to be shipped. The company keeps stringing me along because they say the order has shipped because a shipping label was created but it has never been giving to the postal carrier to actually be shipped. Day after day they say they will do something and call me back to provide details but do not. They are lying about being able to cancel the order by saying it has shipped when it has not. They have stolen my money and will not send the product or refund my money.

  

  Business response

  10/10/2024

  Thank you for bringing this issue to my attention.  I apologize this occurred especially to customer who has purchased from us in the past. 

  Here is what we did to address the missing shipment:

  1) We reshipped your order via expedited delivery, you should receive by Monday 10/14/2024

  2) We refunded your original order which should be processed in 3 to 5 business days

  3) **************** called and left you a voicemail with the above information.

  If you receive the original order, you can keep and if you could, please let us know you received it.

  In addition, we discussed this issue with our staff in an effort to continually improve our processes

  We apologize for the late shipment and hope that you will consider using us again in the future
  

   

*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. ↩