Complaints

This profile includes complaints for Diabetic Exchange USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Diabetic Exchange USA

  Skokie, IL 60076-4702

• 

  Diabetic Exchange USA

  PO Box 4702 Skokie, IL 60076-4702

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:05/27/2025

  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.

  The shipment when I sent it was not damaged and they had a lot of people like minded. Damaged the product so they don't have to pay.

  Business Response

  Date: 05/28/2025

  Hi ******,

  All of the products you sent us arrived severely damaged, please see the attached picture. As stated in our terms, we cannot purchase damaged products. We offered to return the products to you, but have not heard back from you. Please email us at ********************************** so that we can resolve this. Thank you.

• Initial Complaint

  Date:05/15/2025

  Type:Order 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.

  First time ever using this company I requested a box to send out my G6 sensors a three pack which on their website states you would get$225 for if undamaged. I read all of their requirements and made sure that none of them would happen. They received the product and under two days so I paid the shipping and sent them the product and I took pictures of how I packaged everything and they later said that the package was damaged. Sent me an email picture of it and that Icould only receive $100 from what Ive seen after looking into my complaint. This company has done this a lot to a lot of people. It seems like they purposely damage item and then pay them less than what was promised. so I am taking time out of my very busy schedule because I do have a diabetic child because this company is robbing a lot of families of most people pay for insurance which is not cheap or have to pay out-of-pocket for these *********** very hard to believe that securely bubble wrapped that would happen in transit. We all receive mail daily and I dont think *** had a broken product Sent to me in the mail in the years so its funny that this company seems to have multiple ones daily I have never had any trouble with tests trip . Com nothing has ever been damaged so I will stick with the companies that are not fraudulent.The pictures sent are how I packaged it and no damage again I think this company is lying and ripping people off and I will make sure to write reviews everyday and let everyone on my diabetes ******** group know not to ever use this company Thank you

  Business Response

  Date: 05/16/2025

  Hi *****,

  Thank you for the feedback. I understand that it is frustrating that the product arrived damaged. Unfortunately, we do not have control over whether or not **** mishandles shipments. It is frustrating for us as well. Additionally, we have no reason to damage products purposefully. We have no financial incentive to do so, and we never intend to disappoint customers. We have thousands of ****** reviews, and we wish we had had a positive experience with you. Thankfully, **** Priority labels come with $100 worth of insurance from ****. Kindly email us at *********************************** and we can work together to file a claim with **** so that you can receive a check from them. Thank you.
  

• Initial Complaint

  Date:05/01/2025

  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 found this company online that will take diabetic supplies with compensation. The company agreed to pay $1.00 per box of lancets and provide me with a shipping label. I have 14 box of lancets that I no longer use because I no longer use that model of glucose meter. Therefore, I removed all the *** stickers (pharmacy stickers) before I ship all 14 boxes of lancet over. The company ended up paying me $3.00 and stating that the other 11 boxes were damaged due to the removal of pharmacy stickers. The company stated that they will remove those stickers on my behalf but the website does not show any *** compliance. I question their handling on medical related ***. Then, I request the company to return 11 boxes back to me. The company stated if you pay the return shipping label, then we will return them back to you. The company is operating with shandy business practices. I felt they just want to steal diabetic related supplies from diabetic individuals like myself.

  Business Response

  Date: 05/02/2025

  Hi,

  Thank you for the feedback. Unfortunately, the products you sent us arrived damaged (torn/ripped) because you removed the labels before shipping them to us. We sent you multiple pictures of the damage.

  In our terms, it is stated that we will remove all labels on our customer's behalf. It is also stated that we do not accept damaged products. We describe damage on our website as "any less-than-perfect item. Examples include, but are not limited to, items that are opened, crushed, scratched, dented, torn, stained, cut, have water damage, or ink on them." When you filled out the form on our sell supplies page (***************************************************************************) you acknowledged that you read and agreed to our terms.

  In our terms, it is also stated that "Diabetic Exchange USA, LLC. will remove all prescription labels and destroy them. Any attempts made by the customer to remove the labels may result in damage. Damaged items will not be accepted by Diabetic Exchange USA, LLC."

  Lastly, our terms state, "If a customers products do not meet the above terms and conditions, Diabetic Exchange USA, LLC. will not pay to ship the supplies back. If a customer wants their supplies returned, it is the customer's responsibility to contact ********************************** in a timely manner to request a return."

  Here is a link to our full terms and conditions: ***********************************************************

  If you did not agree with or did not want to comply with our terms before shipping your products, then the products should not have been shipped to us. We cannot control whether or not our terms are disregarded by our customers. We try to make our guidelines as clear as possible on our website to avoid potential disappointment or confusion.

  If you have any questions or concerns, please let us know. Additionally, kindly email us back at ********************************** if you would like to have the damaged products returned. Thank you.

• Initial Complaint

  Date:04/14/2025

  Type:Sales and Advertising 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 trying to get a email back from them to see if they got my package and they don't reply plus it said they had it delivered to a neighbor and they won't reply to me and tell me if they got it they have a lump some of money in that package and won't email me back

  Customer Answer

  Date: 04/14/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:02/03/2025

  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.

  On January 8th I went online to diabetic exchange USA and requested a kit for my unused diabetic supplies to be sent in and me receiving payment. Once I received the Box they sent me I carefully packaged my Dexcom 6 transmitter and my desktop three pack sensors. To protect these items I packed them inside of plastic mailing packages bags and both boxes were surrounded by paper packing supplies both on the bottom around and on top. In addition to protecting the diabetic supplies I reinforced the priority mailbox using packing tape on all corners and openings and edges. My package was well packed my package was submitted to ****************************. For the G6 3 pack sensors I was supposed to be paid 225 and for the G6 transmitter I should have been paid $55. After not receiving an update I emailed support and they responded stating that they cannot accept my items. They sent me an email with pictures showing my diabetic sensor and transmitter package crushed. I explained that the way the items were neatly packaged it would have been impossible for the box to be smashed or the diabetic supplies packaging to be smashed while in the Box. I went on explaining that I'm not sure how the diabetic package was handled once removed from my priority mail packing box however there could not have been any damages such as my diabetic supplies original packing being smashed. After attempting to speak to a supervisor three times finally support contacting me back and stated that they could pay me $20 for each sensor instead of paying me $225. I later received a payment for $60. I had requested that my transmitter be sent back to me but it was not. Diabetic Exchange did not pay me the full $225 for the sensors nor do they pay me $55 for the transmitter. And after requesting the transmitter recent back to me I still have not received that.

  Business Response

  Date: 02/05/2025

  Hi, we understand how frustrating it is when products are damaged during transit. Sadly, we do not have control over whether or not products arrive to us damaged. We tried to make the best of a difficult situation by offering you a reduced price for the damaged products. Unfortunately, we cannot purchase damaged goods for the full amount as damaged products resell for significantly less. As stated in our terms: "All items sold to Diabetic Exchange USA, LLC. must arrive sealed and have no damage. The term damage extends to any less-than-perfect item. Examples include, but are not limited to, items that are opened, crushed, scratched, dented, torn, stained, cut, have water damage, or ink on them."

  Additionally, our terms state: "The customer is responsible for ensuring that all supplies are packaged carefully and securely. Diabetic Exchange USA, LLC. will not accept items damaged during shipment. All items must be shipped in a sturdy box."
  You acknowledged that you read and accepted our terms when you filled out the form on our sell supplies page: ***************************************************************************
  For future shipments, it may be helpful to take pictures of the products before shipping them. If we could prove that they were in mint condition before they were shipped, we would have a better chance of winning a damaged shipping claim against *****
  We hope to work with you soon. If you have any questions or concerns, please email us at *********************************** Thank you

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22893498
  
  I am rejecting this response because: I ensured that my diabetic supplies  could nit ve damaged by double packaging them, using packing paper to prevent any dents and I reinforced the outer box using packing tape in all places except the shipping label. It is most likely the business caused damage to the product packaging once removed from the outer packaging. I have also not been compensated for the transmitter nor has it been returned.  

   
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 02/11/2025

  Hi,

  Unfortunately, the products arrived with damage, we did not damage them. We are very careful with every shipment we receive.

  In the future, it may be helpful to take pictures of the products before they are sent for your own records. That way, we can compare the condition of the products before and after they are shipped.

   We wish we could purchase the products for the full amount, but we cannot because they arrived damaged.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22893498
  
  I am rejecting this response because: there is no way any of the boxes were crushed.  You mean ro tell me that from the time my packaged arrived nothing was placed on top? The damage was done there once in your possession.  For the inner product packaging to be smashed there had to have been major damage to the shipping box and if that is the case **** would have noted it, if not your receiving department. The outer package was not in the photo. I guarantee you that it was not damaged in transit. 

  Again, my transmitter was.not paid to me nor.returned. 

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

• Initial Complaint

  Date:11/28/2024

  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.

  I sent them 2 boxes of ******* and they said they didn't buy them. Wanted 10$ ****** money to send them back to me, i didn't have it right then....I have emailed over and over again for 2 weeks and they won't reply! I want my stuff back undamaged or they can replace it!

  Business Response

  Date: 12/14/2024

  Hi *******,

  As stated on our website, we do not purchase Ozepmic. We only purchase the items found on our price list: *************************************************

  We received your shipment of ******* on November 22nd and informed you on the same day that we could not accept it. We provided you with return instructions and did not hear back from you until December 3rd. On December 3rd, once we received a response from you, we returned the shipment you sent to us the same day, this is the tracking number: 9400136208070321796468

  We returned the items you sent to us in the same condition that we received them in. We were prompt and tried to make the best out of this situation. It is important for all customers to take the time to read our terms before sending their shipment to us: ***********************************************************

  We returned the items to you and you emailed us on December 11th (the day it was returned) acknowledging that you received them.

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22616645
  
  I am rejecting this response because: the items were not returned the way I sent them! I emailed them and told them I didn't have the ****** money. When I got it I kept emailing them. Until I put the rating on them. They asked for me to remove the rating. I told them if I got my products back the same way I sent them I would. And I didn't! Everyone don't have ****** money! I paid 10$ for items not 100% when I sent them 100%
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 12/16/2024

  We sent the products back in the exact same condition we received them in. We did not tamper with the products in any way and we added lots of padding to the shipment to ensure that they did not get damaged during transit.

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22616645
  
  I am rejecting this response because: That was not padding! It was brown paper! Loose. In an old beat up box. I should've taken pictures 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/15/2024

  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 company is supposed to buy diabetic supplies that is in good shape and non-expired. So I decided to send in some test strips that were on their list and some lancets that were not on their list which I could care less about but the test strips were deemed to be all damaged meaning they won't accept them meaning that's fine but they need to send them back to me if they aren't going to give me the money for them I want my products back and they're telling me I can't get them or I have to pay for it to get them back they're basically holding my product hostage because they damaged it purposefully and I know they did it purposely because I inspected the boxes myself before I put them into the container and sent it to them. I do understand that the ones that they rejected where I had pulled the sticker that had pharmacy information on it off and it left sticker residue on the front of the box I understand that that is damaged and can't be taken but The ones that didn't have any damage on them from sticker pulling, It seems as if they line them up and someone just took a razor blade and made a nice little slice through the bottom of each box of all three of the ones who didn't have a sticker on them just so randomly but none of the other boxes that were damaged with the sticker had a slice on the bottom just the ones that were in good shape The ones that they actually should have took and paid me for instead they're scamming people cutting the boxes on purpose and then not resending their products back to them or trying to charge them money to get their products back. This is either a terrible loophole or a terrible company I'm assuming both but I give them zero actually I give them negative five out of five stars this is the worst and most shady practice I've ever seen for people just trying to get by in life I'm very disappointed in this company.

  Business Response

  Date: 07/15/2024

  Hi, please review our terms and conditions. We only accept the products found on our price list and we cannot accept items that arrive damaged. Since we pay for all shipments to be shipped to us, we cannot also pay for them to be returned. You stated that you do not want to pay for them to be returned as shown in the screenshots that you attached. Here is a link to our terms and conditions: ***********************************************************. You acknowledged that you read and agreed to our terms when you filled out the form on our sell supplies page: ***************************************************************************

• Initial Complaint

  Date:05/24/2024

  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 sent Diabetes Exchange 2 Dexcon g6 Sensors. They sent $60 to paypal. I told them I don't have pay pal account. 10 years ago I tried to set up an account, but was not successful and have NEVER used. It should NOT have been considered an active account. I did not tell them to send money to paypal. Why should I if I didn't even know I had an account??They said I had to call Pay Pal. I did. The amount was only $58. ****** said that Diabetic exchange had sent it to a 3rd party and they took a cut. After 37 minutes on the phone with Pay Pal, and we couldn't make the paypal send the money to my checking account, Paypal and I gave up. Diabetic exchange keeps sending me emails with no resolution even after I sent my VENMO info.The emails just keep REPEATING THEMSELVES over and over and over and over. I read it the first time. It is maddening to just be told same thing over and over and not get my $60

  Business Response

  Date: 05/24/2024

  Hi ********,
  
  In the form submission that you sent us, you asked to be paid via PayPal, which is what we did. We sent you screenshots of the form submission we received from you. If you had requested to be paid via Venmo initally, we would have sent it via *****. You submitted the form on our website twice and both times you requested payment via PayPal to this phone number: ************
  

  You never provided us with anything that resembled a Venmo username initially. You only provided us with the phone number.
  
  It is the customer's responsibility to double-check that their payment information is correct, to ensure that the money is sent to the right place.
  
  We opened a case with PayPal to have the money refunded to us and will send it to you again once we receive it. We are working to get this resolved as quickly as possible. Thank you.

  Customer Answer

  Date: 05/25/2024

   
  Complaint: 21755871
  
  I am rejecting this response because:    They told me that they were trying to get money from paypal to venmo, but it has not happened.  
  Just put $60. in my VENMO, and the company can deal with the rest later.  They keep saying the same thing over and over.  I have been waiting it has been at least 2 weeks.  I just keep having to deal with this.  Get it over.  Send my money.
  Sincerely,
  
  ***********************************

  Business Response

  Date: 05/28/2024

  You have left us multiple reviews regarding the same situation, which is why we keep providing you with the same response. We are working with PayPal to get this resolved as quickly as possible.

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21755871
  
  I am rejecting this response because:  I still don't have my money.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:02/20/2024

  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.

  2/17/24 i sent them four Dexcom G7 sensors that I sold them and was supposed to get paid $200 by cash app and it never has happened not happy at all

  Business Response

  Date: 02/20/2024

  Hi *******,

  Thank you for your feedback. It looks like your shipment was received over the weekend. Our office is closed on the weekends and it was closed yesterday (2/19) due to President's ********

• Initial Complaint

  Date:01/21/2024

  Type:Order 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.

  1/20/24 I received an email from this company after selling them my products. The sum of the products should have been $660 they paid me $40 and claim my products were damaged which they werent . They make their company look good and as if they are a legit company and I feel I was scammed and then I have pay them to send my products back.

  Business Response

  Date: 01/22/2024

  Hi,

  Thank you for the feedback. In our terms ***********************************************************, it is stated that we do not purchase damaged products. The term "damage" is described as "any item that is less than perfect. Examples include, but are not limited to; items that are opened, crushed, scratched, torn, stained, cut, have water damage, or ink on them". In the pictures we emailed to you on 1/20/2024, you can see that the boxes you sent to us have tears, creases, and dents.

  In our terms, it is also stated that "If a customers products do not meet the terms and conditions stated above, Diabetic Exchange USA, LLC. will not pay to ship your supplies back. If a customer wants their supplies returned, it is the responsibility of the customer to contact ********************************** in a timely manner to request a return". Since we have already paid for the items to be shipped to us, we cannot also pay for them to be returned.

  On our sell supplies page ***************************************************************************, you acknowledged that you read and agreed to our terms and conditions on 1/16/2024.

  We encourage our customers to inspect their products for damage prior to shipping them to us to avoid situations like this from happening. Once you receive your items back, if you believe they are not damaged, please feel free to try to sell them to a different company. Unfortunately, we cannot accept them.