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:05/22/2024

  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 put in my information with yummy mummy to get a Free breast pump through my insurance I was not asked to put in any payment information I selected a breast pump that would be free according to yummy mummies website I received the breast pump in the mail Several months later I was sent a bill for $150, saying that my insurance would not cover the full cost of the pump $150 is more than the retail cost of the pump

  Business Response

  Date: 06/03/2024

  Hi ********,
  
  We are sorry to hear that this has been such a frustrating experience. We understand that denied claims and billing matters can be very upsetting and are always here to help. Weve taken the time to review this matter and have reached out to you directly with more information. We hope that you find our solution favorable but please do email us at ************************************** or give our team a call at ************ so that we can further assist you. 

  Thank you

  Yummy Mummy

  Customer Answer

  Date: 06/03/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/12/2024

  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 placed an order for a breast pump almost two months ago and havent received it or any updates. I called with my insurance rep on the phone with their customer rep to verify that I do not need an insurance authorization for my breast pump and the company said they need to do their own insurance authorization regardless of what my own insurance rep said. My rep even asked whats needed and their representative said an authorization from their own business and cannot talk anymore about with my representative as I am on the phone and have given my permission to discuss the issue. Their representative was very rude. The order is still pending and no one has provided me updates or it seems able to which is concerning as I provided my personal information to this company.

  Business Response

  Date: 02/19/2024

  Hi ******,
  
  Thanks very much for sharing your concerns and feedback.Providing superior service has been our #1 priority since Yummy Mummys beginnings in 2009 so we take matters like this very seriously.
  
  We are very sorry to learn about this upsetting experience.While we are unable to discuss any specifics publicly, we can assure you that,any time we hear about a customer experience that is less than superior, we make it our priority to understand all the details and then improve processes and training wherever necessary. This is why we are hoping to connect with you as soon as possible.
  
  At Yummy Mummy, we pride ourselves on fast, efficient, and reliable order processing. We are very much hoping to speak with you to better understand how we undelivered and how to make things right. If you could please give our customer service supervisors a call at ************ at your convenience, we would greatly appreciate it. Thank you again.
  Our Best Regards,
  The Yummy Mummy **************** Team

  Customer Answer

  Date: 02/21/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/21/2023

  Type:Delivery 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 Yummy Mummy in October of 2022 because I was being induced on 10/31/2022 but my due date was 11/18/2022 and I was unsure if i could get a breast pump through my insurance because this was my first pregnancy. I received a ton of emails asking for me to print out the prescription paper and give it to my OBGYN. I never printed out the paper or gave it to my OBGYN to fill out. I did take a look at my claims through my insurance since I was on pregnancy ******** and the claim was denied on 10/28/2022. I did receive an email the day prior on 10/27/2022 saying that they were still working on my inquiry. I then received an additional email from Yummy Mummy saying that my order shipped on 10/29/2022. I just received a bill from Yummy Mummy on 8/20/2023 wanting me to pay $94.50 for the breast pump that was never approved through my insurance or OBGYN.

  Business Response

  Date: 08/28/2023

  Good morning,
  
  Thank you for passing along this valuable feedback. In an effort to ensure that we are continuously improving, we analyze all customer complaints and use them to identify process gaps or procedures. Because we are unable to discuss the specifics of any customer or order situation in a public forum, we have reached out to the customer directly to discuss the specifics surrounding this matter and will ensure that this is resolved to the customer's satisfaction.

  ********************** Team

• Initial Complaint

  Date:03/02/2023

  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 ordered a breast pump which yummy mummy confirmed it was covered by my insurance. The breast pump arrived on April of 2022. I then received a letter many months later that I owed them the breast pump. I have been back and forth, they asked for me to ask my doctor for a prescription. That was received and sent to my insurance. My insurance sent them the confirmation. I then received another letter, I contacted yummy mummy they claim they had the required documents and they just needed to submit them to not worry. 2 weeks later I received a letter from a lawyer that I will be sent to collections. I tried to contact yummy mummy twice and it's been 3 weeks and no one answers.

  Business Response

  Date: 03/03/2023

  Thank you for sharing this feedback. Yummy Mummy strives for excellence and we pride ourselves on providing the best customer experience possible. We are reviewing this complaint in an effort to identify any areas in the process or our system that *** need improvement. We will ensure any deficiencies that we find are addressed and corrected immediately.
  
  A denied claim can be a very frustrating matter. While we are unable to comment publicly on any specific customer matters, in scenarios like the one described in the complaint, a complete review of the case is conducted and we do everything that we can to make sure that the customer is satisfied with the end result. We have reached out to the customer and have resolved this matter in her favor.

  Customer Answer

  Date: 03/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [I have not been contacted by Yummy Mummy]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/13/2023

  We reached out to the customer twice, the first time on 3/6/2023 at 21:39 EST and have reached out again to update her that the matter has been closed on our end. She has replied letting us know that the issue was resolved to her satisfaction. If there is anything else that she needs at all, she can reach out at ************ or reply again to the email chain that we have from today, 3/13/2023. We have let her know this as well.

  Customer Answer

  Date: 03/14/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:02/23/2023

  Type:Billing 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 wife and I began ordering a breast pump from the company in early April 2022 for the impending birth of our son. My wife attempted to submit the order, but something it couldn't submit, for some reason, so we abandoned the company and easily ordered a pump from a separate company. On 4/11/22 and 4/21/22, the company emailed my wife, asking her to verify her insurance to complete the order; we ignored both of these, as we no longer desired to finish the transaction. On 5/5/22, we received an invoice for the pump, which arrived soon after. We assumed this was in error and kept the pump, per FTC guidelines, especially because our insurance had already approved the pump we separately ordered. After receiving no bills, we suddenly received a debt collections notice. I have attempted to work out the issue with the company, personally, and have been told 1) my wife "probably forgot she submitted the order," 2) we were "not in their system," but somehow appeared upon subsequent contact with a rep, 3) the company called our insurance without notifying us, thereby acquiring our information to complete the order, and 4) the company does "not take a member's silence as a notice to cancel the order and assume in most cases that no reply simply means that the member is not receiving our emails or does not have time to respond," which seems to be a faulty interpretation of "silence as acceptance." Nowhere on the company's site does it mention a policy to that end, either. I understand the pump cannot be sent back, as it has been used, but we have received different stories with every instance of contact, been harassed by debt collections without proper billing notice, and are now being told that the company went behind our backs to our health insurance company - who also should not have supplied our information without contacting us - in order to finish a transaction that we had obviously dropped. We would like the debt to be erased and to end contact with the company.

  Business Response

  Date: 03/01/2023

  Thank you so much for sharing this feedback. In an effort to constantly improve our service to moms, we diligently review complaints to see if there are ways that we can adjust our processes to make for a better experience.
  
  Unfortunately, for a variety of reasons, we are unable to publicly address the specifics of any case, but we can provide a few quick notes that we hope will be helpful: Please note that we are required to verify a members benefits with her insurance plan before we can ship her breast pump order. Please also note that, upon placing an order on our website, a customer does give us permission to verify her breast pump benefits with her insurer. The member also confirms that she has not received a breast pump from another provider for the same pregnancy. Lastly, please keep in mind that a DME provider like Yummy Mummy will not receive payment for the breast pump they ship if a customer has already received her insurance-covered breast pump through another provider. We hope this information is helpful to you and thank you again for your feedback. 
  
  We investigated the error relayed by the customer and have resolved the issue with him.

  Customer Answer

  Date: 03/04/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:10/11/2022

  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.

  They reported our breast pump was covered at 100% with the birth of our child. Now they continue to deny our child's birth and continue to send us bills for the breast pump that was covered at 100%. Our insurance company has informed them of all of this and given all documentation and information, yet they are still denying the birth and sending us bills. I have sent them birth certificates and EOBs from our insurance that have sent proof of birth. They have denied this so long, the insurance company declared bankruptcy last year and has no further funds. Due to their complete incompetence and delay now they are trying to send us a bill 2 years later. This should be adjusted as we should not pay for the pump.

  Business Response

  Date: 10/14/2022

  Thank you for supplying the details regarding complaint #********. We did have the opportunity to speak with the customer and believe that we have resolved this matter to his satisfaction. Please note that we spoke with **************** at 4:20pm EST on 10/12/2022 and sent a detailed email to him at 10:50am EST on 10/14/2022.
  
  We at Yummy Mummy hold ourselves to the highest standards and strive to provide a world-class customer service and order experience. We take all complaints very seriously and are investigating this issue to prevent it from happening again. Once again, we have resolved the account matter for **************** and have provided documentation for his records reflecting this.
  
  We will continue to monitor this matter for several weeks to ensure that everything has been completely resolved before we close out the case. 
  
  Thanks again,
  
  *******

• Initial Complaint

  Date:07/12/2022

  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 placed an order for an upgrade breast pump on 5.3.22, Order #**********. I was told I needed a prescription from my provider for insurance prior to the product being shipped. I had a medical emergency on 5.16.22 and was hospitalized. I called on 5.20.22, to CANCEL my order as it is no longer needed. I had/have not provided the prescription to complete the order. I was told the order would be cancelled, however my HSA card was charged $64.99 on 5/23/22. I have reached out to customer service regarding the refund, Ticket number ******, the ticket has been closed with no resolution. I responded to the satisfaction survey asking for a resolution in lieu of my ticket being arbitrarily closed, but have received no response. At this point the refusal to refund is adding insult to injury to the situation which prompted not needing the breast pump. I would like a prompt refund of the erroneous charge.

  Business Response

  Date: 07/14/2022

  Hello *******,
  
  We at Yummy Mummy take any concerns regarding a negative experience very seriously as exceptional service is our primary goal. I have had a chance to review your complaint and I truly am so very sorry that your experience was not a good one and that you did not receive a reply when you first attempted to reach out on June 6th. 
  
  We did receive your follow up email and survey response from June 11th and a member of the management team was able to reach out by both phone and email on June 12th to confirm that the refund was manually submitted.The funds should return to your card within 2-4 business days from today. 
  
  We are using this experience to review current processes and procedures in an effort to provide training and system implementations to avoid an issue like this occurring in the future. I truly do appreciate that youve reported this to us. 
  
  Please allow me to apologize again for the inconvenience that this situation caused you. I would really love to connect with you to discuss the experience and ensure that it has been made right.
  
  When you are able, or if you have any questions, please reach out via email at ************************************** or by phone at **************. I do hope that we can connect soon but do understand if its not a good time.
  
  
  
  Thank You,

  Customer Answer

  Date: 07/18/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************