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

  200 Abbott Park Rd North Chicago, IL 60064-3503

• 

  Abbott Laboratories

  1350 S Loop Rd Ste 102 Alameda, CA 94502-7081

• 

  Abbott Nutrition

  3300 Stelzer Rd Columbus, OH 43219-3034

• 

  Abbott Laboratories

  6255 Sheridan Dr Ste 406 Buffalo, NY 14221-4825

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:06/30/2025

  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.

  I have been using Abbott's Libre sensors for monitoring my blood sugar for 2 years. I am currently using Libre 3 Plus. I have been having issues over the past month with sensors reading low when, according to a finger *****, I am high. If I give myself the needed insulin, the device registers low with a low alarm. One night last week, it went off 7 times in one night, and I was not low according to a finger *****. My sensors have been reading ***** points lower than a finger *****. Which could put me in the hospital if my numbers get too high. I have changed my sensors 4 times; those 4 sensors cost me $200 to replace. I have called Abbott's customer service, which is in the ***********, 4 different times in the last month to ask about the problem. They have not been able to answer as to why this has happened with 4 different sensors in 1 month. They have offered to replace one of them, but I think there is a problem with the software or this batch of sensors. I have spent about 3 hours on the phone trying to deal with this problem.

  Business Response

  Date: 07/02/2025

  Hi - 

  If the customer continues to have issues with our sensors, we ask that the customer consult with their Medical Professional for suggestions about the sensors not working and possibly for an alternate means of testing their blood glucose. Monitoring one's glucose closely every day is of paramount importance and supersedes our emphasis on customer retention. 

  Additionally, every customer call serves not only as a replacement and documentation mechanism, but also as a Quality system. Abbott maintains this system in accordance with *** regulations. The current trends, monitored Daily, Weekly, Monthly, Quarterly, and Yearly indicate no reportable quality issues are present at this time, or during any of those time frames.

  If a refund is being requested, Abbott will consider doing so only for unused, unopened sensors that are returned to us in their original packaging, along with receipts showing the expenses. A refund may be requested by called ************ and requesting. Our ************************ will outline the requirements and send the customer a letter outlining the procedure and required elements.

  Sincerely - 

  Abbott Diabetes Care Customer Support

• Initial Complaint

  Date:06/27/2025

  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.

  I purchased 2 Freestyle Libre 3 sensors on 6/9. 4 days later the app registered a failed safety check, and I had to replace the sensor. I spoke to the pharmacist and the doctor's office, who advised me to comply with the ********** app recommendation. The 2nd sensor wears off in 9 more hours. My insurance has refused to pay for new sensors, saying sensor failure is not covered. This is the 3rd time in 2 years that these have failed. Now I have to go 11 days without a key medical device because of ******************** Labs notoriously poor quality. They instructed me to ask to switch to a more reliable product like Dexcom and get the information for filing an *** and BBB complaint about the quality. When I asked for both of these from Libre, I was provided the Dexcom information, and when I asked for the proper information to file this complaint, the worker was hard to understand. When I asked for a supervisor to discuss it with, I was hung up on.

  Business Response

  Date: 07/02/2025

  Hi - 

  We have reached out to the customer. As a result, the call recordings will be pulled for further investigation into this matter. 

  Once the calls have been reviewed, we will reach out to the customer again

  Thank you - 

  Abbott Diabetes Care Customer Support

• Initial Complaint

  Date:06/26/2025

  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.

  So I have a freestyle libre 2 sensor that I replace today and I couldn't scan the new sensor. I was getting an error message.I called customer service and they tried to help me but the Indian customer service representative didn't know what to do so he tried to get rid of me He told me to restart my iPhone and try peering the sensor again and he will call me back in 3 minutes to make sure my iPhone restarts and to try and help me He never did I tried filling a replacement online and I received a email from Indian customer service that they can't approve my sensor replacement at this time. No reason why.

  Business Response

  Date: 07/01/2025

  Hi - 
  
  I do see a web request to replace a sensor. We will honor the request and review the call recordings. 
  I will expedite a replacement sensor to the address of record. We hope this concludes the matter - 

  
  Sincerely - 

  
  Abbott Diabetes Care Customer Support 
  

  
  

  Customer Answer

  Date: 07/05/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23524653, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Koby Hincu

• Initial Complaint

  Date:06/17/2025

  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.

  Using Libre Style3 Plus for last two and half months. Before used Libre 2 & 3 since I was diagnosed with Type 1 diabetes. Ever since was having some problematic issues. But with this CGM, constant stress, worry and frustration. Whenever contacted customer support, never got positive outcome. Only apology and replacement. Once I was informed that yes 3plus system has glitch, they r working on it. Because after I replaced sensor it doesnt give me prompt to scan, support team says delete the app and download again. Have iPhone 15, IOS is 18.5 but suggested that I should buy reader. Abbott has system problem then why they dont provide free reader. Its not cheap. With insurance paying $105. For ***. Retiree, 78 yrs old . Why app on phone doesnt support. Plus with this CGM reading goes rapidly up and sometimes rapidly down. Yesterday 53-54-60 then checked with Glucometer it was 99!!!??? It happened sometimes escalated too fast, 149 to 279 in less then 3 minutes. Can not jeopardize my health. Want to switch to Dexcom and Abbott should refund me for this supply. Insurance wont cover for ****** because got this supply few weeks before. Expecting response from Abbott. Even last night Low glucose alert beeped 6-7times. Could not sleep. Reading was 53 to 60 back and forth. No symptoms whatsoever and when too tired and sleepy dont want to check with Glucometer since I knew theyre false alarm. 

  Business Response

  Date: 06/18/2025

  Hi - 

  We regret that the product did not meet the customer expectations. Currently ALL ***** IOS phones are 100% compatible. Our agent's compatibility list may be outdated, but again, all IOS are 100% compatible. There is likely a different issue with the phone. We do offer advanced troubleshooting at our toll-free line by the customer simply asking for a *************** Specialist. It seems that this should have happened in this case but for some reason did not. 

  We hope the customer knows this and give us another chance to resolve the issue by calling ************. 

  In the meantime, we will have the calls reviewed and begin a communication process aimed at complying with the customer's request for a refund. This involves sending the customer an e-mail with the refund requirements outlined. Please allow the entire refund process at least 4 to 6 weeks processing time, 

  Sincerely,

  Abbott Diabetes Care Customer Support

   

  Customer Answer

  Date: 06/19/2025

   
  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:06/03/2025

  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 the Freestyle Libre 2 sensor for the first time on 4/14/25. I began using it immediately and the readings were saying that my levels were dropping below 60. I had never had readings this low and was very concerned. I called to inform Abbott of this and was told to drink juice to increase my levels. I did and they increased to about 80 but they quickly declined again and I had to constantly drink more juice. I take my fasting blood sugar every morning and it read 281 as the sensor said I was quickly approaching 60 again. I immediately stopped using the sensor on 4/15/25 because of inaccurate readings and dangerous levels I was experiencing. I called Abbott to tell them of my experience and was told that there was nothing that they could do but replace the sensor. After the experience I had I was afraid to continue with this product. I am a senior with health issues and I do not feel safe using this product. I went to ***** Club pharmacy and informed them of what happened. I am asking for a refund of this product in the amount of $37.16.

  Business Response

  Date: 06/04/2025

  Hi - 

  Abbott regrets that the product did not function as intended in this case. We will submit and review for an approval/denial for the refund request. Please allow us 5-7 business days to review and resubmit the request from the customer. 

  Sincerely - 

  Abbott Diabetes Care

  Customer Answer

  Date: 06/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am anticipating that a refund will be issued to resolve this issue.

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

• Initial Complaint

  Date:06/03/2025

  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 am filing a formal complaint regarding a Freestyle Libre 14 Day Sensor that failed prematurely after only 5 days of use on my diabetic senior dog, despite being applied by a licensed veterinarian and secured with the provided patch. This sensor was purchased at ************************* for $99.59 via debit card and is not eligible for return through the pharmacy.The failure happened at the worst possible time, during a critical stage in my dogs insulin regulation. His glucose had stayed dangerously high (500+ mg/dL, HI range) for days, and we were finally seeing improvement with downward trends: 476, 489, and 495 with active down arrows. Around 11:30 PM, the Libre sensor stopped working entirely, displaying replace sensor with 9 full days left. The needle had come out, though one side was still adhered. I had to remove it, losing all overnight and next-day dataduring a time where close monitoring is vital to avoid hypoglycemia.I was forced to drive 45 minutes to the vet the next morning and purchase a second sensor immediately for another $99.59. I contacted Abbott and was refused both a refund and a replacement. I was told its not covered because the sensor fell off. This is unacceptable.The sensor was professionally applied, securely covered, and did not fall off entirelyit partially detached and stopped functioning. There was no tampering or misuse. This failure jeopardized the health of a vulnerable animal already dealing with diabetes-related issues (vision loss, possible SARDS, hind limb weakness). A product like this should not fail halfway through its life cycle, especially in critical use cases. [Photos and records available upon request]

  Business Response

  Date: 06/04/2025

  Hi - 

  The Abbott Freestyle family of products is for use in persons with diabetes, not animals. This is stated in each product insert. Statements cannot be included in the insert about each scenario that is NOT supported since the sheer number of possibilities is unforeseeable. Honoring refunds indicates that Abbott DOES support the product in those cases, therefore the refund request is denied. Honoring a refund also opens Abbott's liability from government regulating entities like the **** 

  We do regret that the product failed in this case. 

  Sincerely - 

  Abbott Diabetes Care Customer Support

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23412805
  
  I am rejecting this response because:
  I respectfully reject Abbotts response and refusal to provide a refund or replacement for the defective Freestyle Libre 14-Day sensor that prematurely failed after only 5 days of use. While I acknowledge the product insert states the system is intended for use in persons with diabetes, the product was applied by a licensed veterinarian and used under direct medical supervision as part of prescribed glucose monitoring for a diabetic senior dog undergoing insulin therapy.
  Abbotts statement that honoring a refund indicates support for animal use is irrelevant to this specific case. I am not requesting Abbott formally endorse off-label use I am requesting compensation for a faulty product that:
  Was professionally applied, correctly secured, and not tampered with.
  Prematurely failed after only 5 days showing Replace Sensor with 9 full days remaining.
  Occurred at a critical point in treatment, leaving me unable to monitor glucose during a high-risk period.
  The refusal to offer a refund, solely on the grounds that the patient is not human, completely sidesteps the actual reason for the complaint: the product malfunctioned, regardless of species.
  Further, Abbott sells the same device to human customers without any guarantee of outcome, yet still honors refunds or replacements when failure occurs. Your current logic suggests that a person with diabetes would also be denied support if the Libre fell off, even with perfect adherence which is not only inaccurate, but unethical if applied uniformly.
  This is not a minor customer service issue this is a consumer protection issue regarding defective hardware that carries significant health consequences, even in veterinary use. The refusal to issue any refund or remedy solely based on the species of the patient sets a dangerous precedent and further damages the companys integrity.
  I am escalating this matter through all available consumer protection channels and will be providing documentation to state and federal regulatory bodies. A defective product is a defective product regardless of patient species and Abbott has a responsibility to address failures transparently and fairly or things will be escalated to the appropriate parties very quickly.
  

  Business Response

  Date: 06/05/2025

  Hi - 

  We understand and respect the customer's response.

  Abbott will not subject itself to possible fines and other disciplinary actions from the regulating government bodies, therefore the refund request is denied. 

  We hope that this concludes the matter - 

  Sincerely - Abbott Diabetes Care Customer Support

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23412805
  
  I reject Abbotts continued denial of my refund for the Freestyle Libre sensor that failed after only five days of use. Abbotts repeated citation of regulatory liability concerns does not address the core issue: this was a product failure, not a matter of using the product on an animal.
  This complaint is not about whether Abbott officially supports veterinary use that is understood. This complaint is about a sensor that malfunctioned well before its expiration under proper application and secure covering, resulting in a significant health risk during a critical stabilization period for a diabetic patient, whether human or animal.
  By selling this product at retail and offering no warranty or support when it fails mid-use, Abbott is avoiding accountability for a defective medical product. It is not unreasonable to expect a $99 sensor sold with a 14-day performance expectation to function for more than 5 days.
  Your refusal to address the failure itself, regardless of the species of the user, is unacceptable. No regulatory body would punish a company for replacing or refunding a faulty product, especially one installed by a licensed professional.
  I will be forwarding this documentation to my states consumer protection division, *** MedWatch, pet health advocacy organizations, and will be reviewing the product and this experience publicly. I still request a full refund, as is standard when a medical-grade device fails far before its guaranteed use period. Own up to your device failure. Bottom line is, the device FAILED under half of its advertised life.
  Sincerely,
  ***** ******

• Initial Complaint

  Date:06/03/2025

  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.

  Hi, I am writing today to inform you of Similac baby formula. I purchased a few cases of Similac Neosure for my baby. I recently found out that this formula is contaminated with an unsafe level of arsenic (and lead as well, but those levels are not as alarming as the arsenic). Consumer reports reported that this formula is not safe for infant consumption. I reach out to the company to request they accept the formula back and replace with Similac Advanced, which is proven to be safe. The company said no because the formula is not recalled I am very upset as I o my asked for an even exchange.

  Business Response

  Date: 06/11/2025

  We understand your concern, *******. Ensuring the quality of our products and the safety of our consumers is our top priority, and we encourage you to visit ************************************************** to learn more. You can also call us directly at ************, M-F 8:30am-7pm, ET and reference customer# ********.

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23411774
  
  I am rejecting this response because:
  You are blatantly ignoring my concerns. You sold an unsafe product that is proven by Consumer Reports to be unsafe for child consumption. I simply asked for an even switch of a safe product.

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

• Initial Complaint

  Date:05/26/2025

  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 AM DIABETIC AND HAVE BEEN USING A LIBRE 3 SENSOR. CURRENTLY I HAVE HAD TO GET IT REPLACED 3 TIMES. EACH TIME HAS BEEN DUE TO THE SENSOR NOT WORKING AFTER 4 DAYS ON THE LAST 3 SENSORS.

  Business Response

  Date: 05/28/2025

  Hi - 

  In reviewing this customer's account, I have noted 4 occurrences of this customer calling for replacements since the beginning of the year. Each occurrence requested 1 replacement. 

  If this customer requires any further replacements or assistance, they may contact our toll-free customer support line at ************. 

  If there is a further request or service we can provide, please advise. 

  Sincerely - 

  Abbott Diabetes Care Customer Support

• Initial Complaint

  Date:05/24/2025

  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.

  May 24, 2025 I went to feed my child the Similac total comfort formula , and I found what looks like wood chips or metal shards in it. Hes been having issues these past few weeks and Im starting to think this is why. Harmful material in formula.

  Business Response

  Date: 05/27/2025

  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).

• Initial Complaint

  Date:05/19/2025

  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 am filing a formal complaint regarding a dangerous malfunction of the FreeStyle Libre 3 continuous glucose monitoring (CGM) sensor manufactured by Abbott Laboratories.Beginning the night of Friday, May 17, 2025, my sensor began displaying severely elevated glucose readings, beginning at 256 mg/dL and escalating to 350 mg/dL, which is the devices upper threshold. These dangerously high readings persisted for over 30 hours. The alarm on my phone would Terrified that I had developed severe diabetes or was undergoing acute organ failure, I responded by fasting, exercising, and refraining from taking my prescribed corticosteroids. My physician, also alarmed by the data, considered emergency interventions. It wasnt until Sunday, May 18, while I was at a hospital, that I obtained a blood stick test revealing my true glucose levels were in the ****** mg/dL rangecompletely normal.This device falsely tripled my actual blood sugar, causing: Severe emotional distress Unnecessary medical panic Physical consequences due to prolonged fasting, missed steroid doses and overexertion Strained doctor-patient decision making based on false data After a 49-minute phone call with Abbott customer service, the only resolution offered was a replacement sensor. No meaningful apology, escalation, or investigation was initiated despite the life-altering implications of their devices failure.I am seeking:1. Formal acknowledgment and documentation of this incident.2. A product investigation and root cause analysis.3. Assurance this issue will be addressed to protect other users.4. Any available compensation or remedy beyond a replacement sensor.This was not a minor technical issueit was a gross and dangerous failure of a medical device, and ******************** must be held accountable.

  Business Response

  Date: 05/20/2025

  Hi - 

  Spoke to customer and was able to come to an amicable solution. 

  We hope that this action resolves the issue - 

  Sincerely -

  Abbott ************* Customer Support

  Customer Answer

  Date: 05/23/2025

   
  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,
  
  ***** *******