ComplaintsforDiabetic Surplus Test Strips

• Initial Complaint

  08/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ive been selling extra diabetic supplies (test strips) to this company for 2-3 years. About 5 weeks ago I sent a box of 100 test strips. This box was still factory sealed, I dont even take the label with my name on it off for fear of damaging box. Inside the box is 2 cylinder containers with 50 test strips in each container. To open one of these containers you must first remove a plastic seal and then there is a flip top. So I placed this box into the shipping box that they provide and I wadded up a bunch of paper up to pad during shipping. In the past it takes 2-3 weeks for another box to arrive with a check for the goods i send. After 4 weeks I started messaging them and calling them but couldn't get ahold of them. After 2 or 3 days I get a call from them telling me that they don't know how but somehow when they opened my package I shipped my box of test strips was still unopened and undamaged but there were test strips falling out of the box sothey could not use it. They told me that they would send me a picture, which they did and all it showed was the undamaged and unopened box and there was 3 loose test strips laying in front of it. There is no way there could have been any test strips that could have spilt out of the sealed plastic containers that were inside the sealed box. But I told her to go ahead and send me another box an send my test strips back in it, that way if there was some freak chance that any test strips could have leaked out I could open the box and see for myself. I send several emails but none were ever returned. Its not much but they were paying $50 for these boxes of test strips.

  Business response

  08/29/2024

  Thank you for bringing this matter to our attention. We take all customer concerns seriously and appreciate the opportunity to address this issue.
  After reviewing the situation and examining the photo provided, it is challenging to determine if the interior contents of the box were opened prior to shipping, which may have caused some of the items to fall out. In our experience, we've occasionally encountered situations where individuals attempt to reseal boxes after opening the strips, which complicates the evaluation process and impacts the payout.
  However, as this is a valued long-term customer, we want to ensure his continued satisfaction with our service. Therefore, we are giving him the benefit of the doubt and will be sending the $50 payout as requested.
  His trust and ongoing business are important to us, and we hope this resolution meets His expectations. If he has any further concerns or need additional assistance, he should feel free to contact us directly.
  
  

  Customer response

  08/30/2024

  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. 
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I sent these people 2 ******* * on July 26th haven't received my payment yet 130$ I just want my payment asap yes I received a payment July 23rd for $65 but I sent another package after that

  Business response

  08/08/2024

  We received this customer's order on July 31, 2024. We tried to process their payment via ****** as they have requested and we received an Error Message from ******.  We discussed this problem with the customer and tried several times to send her payment via ******, as she requested and still received error messages from ******.  We agreed to resolve this matter prior to us receiving this complaint by sending the customer a check.

  It's upsetting that a customer who has been serviced by us for the past year, immediately turns to the BBB to complain about our company, when we have been diligently working with them to try to resolve the problem that was out of our control.

  Hopefully this customer realizes we are an honest company and we always put the customer's needs first.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Did not receive payment for two items sent six weeks ago

  Business response

  07/25/2024

  We have reviewed the complaint regarding the payment for the recent order placed by the customer.  We sincerely apologize for any inconvenience this issue may have caused.
  The payment for this order was processed using the customer’s preferred method, ******. Unfortunately, the payment attempt did not go through. To address this, we sent an email to the customer requesting confirmation of their ****** address. Regrettably, we have not yet received a response to this inquiry.
  To resolve this situation and ensure that this customer receives their payment promptly, we kindly request that they contact us directly to confirm their ****** address or provide an alternative payment method. We are committed to resolving this issue as quickly as possible and ensuring that customer is satisfied.
  We appreciate your assistance in facilitating this resolution.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I mailed 4 boxes of excellent condition diabetic test strips using the provided shipping label. I have gotten no response no acknowledgement. And most importantly no payment I do have photos of the items I sent also photo of shipping label

  Business response

  02/07/2024

  This customer's order was delivered to the Fairfield Post Office on Feb 2, 2024.  The post office then delivered this order with hundreds of other orders to us on Feb 5, 2024.  At that time, the order was verified and processed.  Usually customer's payments are paid within 24-48 business hours.  However when customer requests CashApp as their method of payment, we cannot guarantee that their payment will be made within 24-48 business hours.  The reason being is that CashApp puts a rolling daily, weekly, and monthly dollar amount a business can pay.  Once that limit is reached we have to wait until funding is released so that we can continue making payments.  This payment will be processed to CashApp most likely by Feb 8, 2024.

  We understand this can be frustrating to a customer and we do the best we can to pay each order in a timely manner, however, sometimes this is out of our control.  

  We appreciate her understanding.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I sent in 7 boxes of test strips all mint condition . I know they were received . I asked and checked correct box for pay pal to have my payment sent too. As of today I have sent several messages no response . Also tried calling goes to voice mail my understanding was 24 to 48 hours I would get my payment and as of today no payment . I just would like a response back and at least respond to e mails r pick up the phone .

  Business response

  02/01/2024

  In response to this customer, her order was delivered to our warehouse on January 29th, 2024.  We received hundreds of orders daily.  Each order is received, reviewed for expiration date and condition, photographed and then processed.  This order went through verification and processing on January 30th and the customer was paid via paypal on January 31, 2024 at 5:22PM EST.  I'm sure since this was the customer's first order, she was nervous about whether or not she would actually be paid.  Since we receive so many phone calls and emails daily, the payment is usually made quicker than we can return everyone's phone call or email.  

  We hope the customer feels confident that we do pay in a timely manner.  We have been in business for 7 years and have paid everyone who has sent acceptable items based on our website requirements.

   

• Initial Complaint

  11/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is the address where I sent my unused diabetic supplies. I sent my package and I still have yet to receive my payment. I tried calling the number provided with no answer...ever. I reached out through email multiple times and the only response I got was "Try again tomorrow". I have a receipt from the post office stating that received my package on Monday the 6th of November, 2023. It is now Saturday, November 11th, 2023, and I do not have my payment. I sent my unused supplies worth $74 dollars in the box and label that they provided me. I sent 7 boxes of **** ****** blood glucose strips 50ct. (all with over a year left before expiration) like I do every other month for the last couple of years. All I want is what I am owed. Shame on this company for treating people like this. You ask people to trust you and send you a product worth money, and if you do not like the condition then you just throw it away without any regard. I can understand if they were expired, but you have way to much power when it comes to the decision-making process. You should have to send items back that you do not wish to purchase. I hope the law changes and you go out of business because you are just common-day CROOKS. Thats all I am saying. I hope this helps deter people from your business. I have nothing but time and I will continue spreading the word on how crooked you all are. I hope you never do business with another person ever again.

  Business response

  11/13/2023

  To start off, the client has sent us 31 orders, just about one a month since 2020 and has been paid promptly and in full for each order.
  
  The order in question, was received at the ******** Post Office on November 6, 2023, as she stated.  However, on October 20, 2023, the ******** Post Office was to begin forwarding our mail to the ********* Post Office due to a change of our warehouse address.  The forwarding was only supposed to cause a day or 2 delay, however, it has been very difficult to receive our mail.  The ******** Post Office has been holding our onto our mail for several days at a time before forwarding to the ********* Post Office.  When we receive the delayed orders they come in in huge quantities at a time. Once received we process the orders as promptly as possible and pay each customer, as we always have.  This client's order was received by our office and the process of verifying the order and checking it began late in the day on Friday November 10. We had our employees work through the weekend to enter orders to get everyone entered and ready to pay on Monday morning.  Entry for this client's orders was completed on November 13 at 1:16AM EST and paid to the client's ****** account on November 13, 2023 at 9:23AM EST.
  
  We apologize for the Post Office delay and feel confident that the Post Office should be able to speed up the process, so we can pay our customer's promptly.

  Customer response

  11/14/2023

  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. 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent my test strips to this company and they received them on Wednesday October 25, I am yet to receive my payment. Back in August they claimed that I sent a open box and that is not true because I don't even use the test strips. The way I sent them is how I got them from the clinic. I feel this company is taking people strips and saying something is wrong with them in order to not pay people. I told them to send me my strips back and if something is wrong then to take a picture and send it to me so I can see. I need something to be done about this.

  Business response

  10/31/2023

  To start off, the client has sent us 14 orders since 2021 and has been paid promptly and in full for each order, except for one of them she received 50% of a full payout.

  The order in question, was received at the ******** Post Office on October 25, 2023, as she stated.  However, on October 20, 2023, the ******** Post Office was to begin forwarding our mail to the ********* Post Office due to a change of our warehouse address.  The forwarding was only supposed to cause a day or 2 delay, however, the ******** Post Office held onto our mail for several days before forwarding.  Once the the ********* Post Office delivered all the delayed orders (at least 800 orders), we processed the orders promptly and paid each customer, as we always have.  This client's order was received at the end of the business day on October 30, 2023.  It was entered and reviewed on October 31, 2023 at 8:12AM EST and paid at 2:37PM EST.

  We apologize for the Post Office delay and will add a $4 appreciation credit to her next order for the delay.

  We hope she finds this satisfactory.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I sent four boxes of diabetic test strips to this company in good faith. I had seen that they have a bad reputation for only giving exactly half of what is owed to anyone who sends them a product. I thought I would give them a chance anyway. For four boxes of test strips the expected amount was $88. I received $44 minus a fee. Additionally, the box I had said I was supposed to get a $15 bonus. I questioned them about this bonus and was never answered as to why I never received it. I emailed the company and asked them why I received half. They claimed that some of the boxes were damaged. They were not damaged before shipment they were pristine. I made sure of it because they tell you in several places on their website, not to send damaged boxes. They sent me a picture of a box that was sliced open, the only way that’s possible is if they damaged it upon receipt. From most of the complaints I have read, this is their practice. I want them to make things right and pay what they advertise, they will pay. They need to quit taking advantage of customers.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I sent test strips in the week of July 24, 2023. The company received my package on July 27, 2023. I was told I would recieve payment in 24-48 business hours. It's now 72 business hours later and still have not received any payment. The phone numbers to this company ring and go to voicemail.

  Business response

  08/01/2023

  Hello, 

  I have gone ahead and reviewed this and it looks like we attempted to pay your PayPal account, however, the account you provided to us was the incorrect PayPal account or it is not verified. Please make sure to provide us with the correct information so we can go ahead and get you paid for this order. 

   

  Customer response

  08/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  This company entered the wrong PayPal information. My email has been the same for 5+ years. There is absolutely no way in hell I would add an exclamation point (!) In my email address. 

  Regards,
  
  ****** *******
  

  Business response

  08/02/2023

  The customer's order was received in our warehouse on July 27th and our accounting department tried to process the payment via the paypal payment method on file.  The PayPal address we had on file was not identified by PayPal as a valid account.  We sent the customer an email indicating the issue, requesting a verification of the PayPal address.  Once we received the updated Paypal address, we were able to complete the payment.  PayPal Transaction ID: *****************.

  The customer's complaint indicated that the PayPal address we had on file included an exclamation point and that she would never have told us this.  In response to this, when a customer goes to our website and requests a kit or enters items they would like to sell us, they have to enter their Name, address, email address, preferred payment method.  This information connects to our database and if it locates a change, it automatically updates the information.  This is the primary way it gets updated. 

  Sometimes a customer sends us a personal email or calls us to update Contact information. If there was an error on our part by a Customer Service representative entering the exclamation point, for that we apologize for the inconvenience and delay in processing.  Usually we do not pay the PayPal fee for payments, since PayPal considers our customer's as vendors.  For this PayPal payment we paid the fee as a courtesy.

   

• Initial Complaint

  07/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I inspected my box of test strips and send them to this "company" and they didn't pay me for them. I I know the requirements for payment. I been doing this with other companies with no problems then I try this "company" and this is what happened. They showed me a different box that was open and said " we can't resell them". Do not send your strips to them. Good chances are that you will not get paid. They rip people off every day. You will be sorry.

  Business response

  08/01/2023

  Hello,

   

  I have gone ahead and reviewed this and the box we received from this customer did have a broken safety seal. It looks like it was held together by the label on the box. We would have no problem to discuss this further on the phone if you would like. I am unsure what we can do differently in this type of situation when the box we received from you did in fact have a broken safety seal. We are not here to make this up in any which way as it serves no benefit to us as we would not want to create a situation where the customer is unhappy and would not want to deal with us in the future, we want our customers to come back and use our services over and over again as that is the purpose of our business. If you would like to use again we would be happy to add a $10 courtesy payout on your next order if you send in more than 200 total strips or more that are valid. We recommend sending pictures to us via email or text so we can make sure the boxes looks like it is in good condition before sending to us.

   

   

*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. ↩