Business Profile

Pharmaceutical Manufacturer

Abbott Laboratories

Headquarters

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Complaints

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

Customer Complaints Summary

208 total complaints in the last 3 years.
104 complaints closed in the last 12 months.

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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:04/21/2025
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,

******* ******
Initial Complaint
Date:03/28/2025
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.
This laboratory needs to be investigated. They have many reports of losing urine samples consistently and they take an absurd amount of time to conduct their tests. They are clearly disorganized and incompetent. Their customer service representative made excuses after excuse for their failures rather than actually working towards resolution. This place needs to be shut down.
Business Response
Date: 04/15/2025
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. This situation has been forwarded to the appropriate representatives for review. Please reach out to Support | Abbott Toxicology for further assistance.
Initial Complaint
Date:03/21/2025
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.
Abbott Labs manufactures the Libre3 CGM system - reader and sensors. They are supposed to last 14 days. They do not. In 3 months (6 sensors), I have only had one to last the prescribed 14 days. Abbott has been doing right and replacing the sensors as they fail. Today, they will not warrant the sensors anymore for me. I have "had too many replacements in the past 6 months". They are blaming me for the poor quality control of their product. I am using the product exactly as they recommend and by the orders of my physician. They no longer honor the warranty of merchantability of their product.
Business Response
Date: 03/25/2025
Hi -
Mr. ********* replacements exceed a normal expected replacement rate. As such, I called Mr. ******* to discuss. I left a voicemail and will follow up as appropriate -
Sincerely -
Abbott Diabetes Care Customer Service
Customer Answer
Date: 03/25/2025

Complaint: 23098574

I reject the businesss response as it is no more than lip service. The customer service person that I talked to and responded to my complaint blamed me for the failures of the product and proceeded to give me medical advice without a license and then refused to warrant the product. If he contacts me, he will have the same refrain. I have used this product as directed for nearly two years. The quality of the product has degraded as of late and I am being held responsible for it. Their sensors are not working for the specified 14 day service life. They all fail either reading erroneously high, low, or simply stop working. I have, in good faith, contacted the company with each failure to obtain a replacement as per instruction. I have returned every single sensor that they have asked to have returned. When Abbott fails to warrant their product, I am left holding the bag for the incurred expense. That is not right. I assure you that every single failure I have reported is a genuine failure of the Abbott product. I have acted in good faith with this product and expect to be treated as such in return.
Sincerely,

****** *******
Business Response
Date: 03/28/2025
Hi -
I have made multiple calls to Mr. ******* in an effort to better understand the issues with the sensors he is experiencing.
Since I have been unable to connect with Mr. ******** and in a good faith effort, I have ordered a no-charge sensor for Mr. ******* and have overnighted it to the address of record.
We hope that this concludes the matter -
Sincerely -
Abbott Diabetes Care Customer Support
Customer Answer
Date: 03/29/2025

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. All I want is for the company to stand behind their product as I have been faithfully using their product as they state. I hope Abbott is looking very carefully into the issues of reliability of their sensors.

Sincerely,

****** *******
Initial Complaint
Date:03/19/2025
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 purchased a covid-19 test the manufacturer was Abbott. The test card was defective and would not seal so the test could not be used. I have contact both ********* and Abbott technical support and they are unwilling to give me back the money that was spent on the test. Even though it was clearly a defective product. I would like BBB to force Abbott to send me a Check for payment of the test. I have uploaded a copy of the receipt.
Business Response
Date: 04/04/2025
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 is being addressing by the appropriate representatives, and you will be contacted shortly. 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: 04/04/2025

Complaint: 23088101

I am rejecting this response because: I have been working on this since March 12th and still have not received the payment they stated would be sent to me in 3-5 days

Sincerely,

***** Pulling
Business Response
Date: 04/16/2025
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. A check was sent April 7, 2025. As per the finance department, the said check was encashed by the customer last Monday, April *******.

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: 04/16/2025

Complaint: 23088101

I am rejecting this response because: I have not received the check.

Sincerely,

***** Pulling
Business Response
Date: 05/08/2025
Hi all,
I hope this email finds you well.
Upon checking our records, a check was sent to the customer last April 7, 2025, with the check number - CK # ******. And that the said check was encashed by the customer on Monday, April 14, 2025.

If you have questions, just let us know so we can assist you. Thanks!

Kind regards,

********
Initial Complaint
Date:03/17/2025
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.
Purchased 3/10/2025 and emailed the company 3 times, there reply was to call was the only way to resolve the issue, I disagree by email I have proof of resolution in writing. The product was in date and had an old sour taste, so we threw it away and wasted our money.
Business Response
Date: 03/18/2025
Dear ***** ********,

We understand your frustration and want to help. Our Glucerna Consumer Relations team received your initial email on March 12, 2025, and we responded the same day acknowledging your concern. We advised you that we were unable to address product performance concerns via email and invited you to contact us by telephone. Your email reply on March 12, 2025 only included a receipt, so we responded again on March 13, 2025 advising you we were unable to handle your concern via email and offered to have an afterhours Representative contact you when it was convenient to you. You responded with the following on March 13, 2025:

Sorry to hear that, can I mail my receipt to you, I have strange business hours and also take care of an elderly relative, do all my correspondence through email or text. Thank you.

Our team responded on March 13, 2025 with the following:

Again, we apologize but we are unable to address product performance issues via email. Please give us a call at ************ (Monday-Friday, 8:30am 5:00pm, EST) and reference File # ******.

If you are unable to call during our regular business hours, we would be happy to have one of our after hours representatives call you. Please reply to this email providing a phone number and a convenient time for us to contact you.

We understand time constraints can be challenging, and we will send a refund check in the amount of $37.99 that will arrive in the next 3-4 weeks from Abbott. It is important for our ***************** area to gather as much information as possible, so please note this refund is a one-time exception and any future product concerns must be addressed by phone to our Glucerna Consumer Relations team. They can be reached at 1-************, M-F from 8:30am-5pm, ET, and if you are unable to call during normal business hours, an after-hours Representative can call you at a time that is convenient for you.

Sincerely,

Consumer Relations
Abbott
Customer Answer
Date: 03/18/2025

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:03/09/2025
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 have been using the Freestyle Libre 1 for several years. In early February, I came across a defective sensor and Abbott replaced the sensor at no cost. However; I continued to have issues with the Libre 1 sensor showing the wrong information. My doctor switched to the most recent version of the sensor and I contacted Abbott to exchange the 5 unopened sensors. They wouldn't do a sensor exchange and sent me an email to send all proof to so they could send me the $200 for the unused sensors. They said that I should hear within 3 days and a check within 10 days. I have been waiting for 2 weeks for them to acknowledge my initial email. I resent it a week later and they haven't engaged with me AT ALL. It is their product that is defective and I tried to get an exchange for the newer version - they wouldn't consider it at all. I pay ***** PER sensor - so I would like a refund. I have attached an example of how different the readings were between their defective sensor and a new sensor I used before the doc changed my prescription to the libre 3.
Business Response
Date: 03/25/2025
Hi -

Abbott has located the refund request. We are in the process of validating the request. If approved, only verifiable out of pocket expenses are eligible for a refund and not those incurred by insurance.

We ask for patience as the request is reviewed

Sincerely -

Abbott Diabetes Care Customer Support
Initial Complaint
Date:03/07/2025
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 had a sensor fail after only 1 day, so I lost the use of it for 2 weeks.
Business Response
Date: 03/07/2025
Hi -
While we have Ms. ******* profile information, we don't have a record of her attempting to replace the sensor. I called the customer and left a message with the toll-free number to call for replacements.
Sincerely -
Abbott Diabetes care Customer Support

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Abbott Laboratories is NOT a BBB Accredited Business.