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:12/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business takes unused diabetes supplies via a website and pays a certain amount for the items. I sent numerous diabetic supplies to them which they state they will not accept because they changed their acceptance on their website. This change was AFTER the items were accepted by them and shipped. This is a con by the unscrupulous business to rip off customers and hold their items and money hostage. They will not return phone calls, emails, payment, or the items.

  Business Response

  Date: 12/06/2023

  Hi ***********,

  Unfortunately, you sent us numerous items that were damaged, expired, or not on our price list. We encourage our customers to review our terms and price list before sending items to ensure that we can accept them. Please review the emails we sent to you which displayed pictures of the items you sent us. Additionally, a return of the items was not requested until over a week after the initial transaction. As stated in our terms, "If a customer wants their supplies returned, it is the responsibility of the customer to contact ********************************** in a timely manner to request a return".

  Customer Answer

  Date: 12/18/2023

  Complaint: 20965214
  
  I am rejecting this response because: 

   A. - On 10-24-2023 at **** hours the business emailed stating the following:

    1A. "We are no longer purchasing t:slim"  Note that "T:slim" refers to insulin cartridges and this item WAS listed on their website as an accepted item, WAS cleared ahead of time, and WAS submitted by me; there is no reason for me to send materials with no expectation of being paid for said items.  The removal of these items from their website occurred AFTER the shipment to the business.  This has no bearing on them rejecting the items and not paying for them.  I fulfilled my end of the transaction.

   

    2A. They also replied that they could not purchase a continuous glucose monitor (CGM) "transmitter due to damage" and sent photos of "damage" where a box for a CGM had a very small crease.  The box is still sealed and well outside any nearing expiration.  The sealed CGM with a crease in the sealed box is still highly valuable and the item within is still 100% usable and marketable.

   

    3A. They also advised that another CGM was being rejected due to short expiration date (04-14-2024) their website clearly lists this within an acceptable timeframe as 5-6 months.  Even now with the time passed trying to communicate with this business they are still within that 5-month period and were well within it at the time of transaction.

   

    4A. The business also advised in regard to one box of glucose testing strips that they "could not accept one Contour Next due to damage/stains."  They did provide a photo but no damage or stains are shown plus the box is factory sealed and well outside of any near expiration.  I can see a slight bit of sticker residue on the box; and I am fine with the rejection of this item if they count that as "damage/stains" BUT return the item to me.

   

   B. - On 11-01-2023 at **** hours my wife emailed replying "I sent numerous t-slim cartridges with my shipment as they WERE listed as an accepted item on your site, and were added to my order placed on October 3. As this change didn't occur until AFTER sending you all the order, I would appreciate those supplies either being returned, or receiving payment for the going rate when I added them to my order."  We CLEARLY asked for return or payment for the items six business days later.

   

   C. - I requested a phone call, emailed *************************************************** items back multiple times but I still have not received a phone call nor have I received my money or my items back.  The business replied with an email stating the items did not meet guidelines and that they removed items from their website but will not call me, pay me, or return my items.  The removal of the items from the website was AFTER the order and shipment.

   

   D. - I submitted the BBB complaint after receiving NO response, NO payment, and NO return of items.  The business reply to the BBB complaint stated:

   1D. "Unfortunately, you sent us numerous items that were damaged..."  One item described in 2A above was described by the business as "damaged" due to a very small crease in the sealed box.  This is false.  The other item described in 4A above also shows no "damage or stains" but a slight bit of sticker residue; and I am fine with it's rejection if returned to me.

   

   2D. The business further stated that items were expired which is also false as described in 3A above.  No items in this shipment were expired at all nor were they outside of their accepted range of nearing expiry.

   

   3D. The business also stated items were not on their price list; but they CLEARLY were on the price list at the time of transaction and shipment as described in 1A above.  Their removal from their website at a later date after the transaction and shipment has no bearing whatsoever and they are ripping me off by trying to use this as an excuse for not paying me.

   

   4D. The business stated, "a return of the items was not requested until over a week after the initial transaction. As stated in our terms, 'If a customer wants their supplies returned, it is the responsibility of the customer to contact ********************************** in a timely manner to request a return'."  This is false, they were contacted in a very timely manner on 11-01-2021 at **** hours as described in B above.  We clearly asked for return or payment.  My phone number was provided to the business numerous times via email and I asked for a phone call MANY times without a response.  The business chose not to respond, chose not to pay, and chose not to return the items.  These items are now less valuable to me since the greedy business has held them against my will for over a month and a half and has likely already sold them.

   

   E. Diabetic Exchange USA is unscrupulous and relies on the fact that most customers are not going to fight them for a couple of hundred dollars or other minimal rightful amounts; the delays in contact, dismissal of fact, and poor customer service help them avoid paying for the items they receive but they are still profiting from.  They have my medical supplies that were sealed, were in useable condition, and were not near any expiration dates and they are selling these items but I am not receiving payment and have to spend hours searching back through documentation to make a case against them for what is RIGHTFULLY owed to me.  I fulfilled my end of the bargain, they lied, falsified, delayed, and deflected to avoid paying me.

   

  The Better Business Bureau needs to hold businesses like Diabetic Exchange USA accountable TO their customers and FOR their customers.  Thank you for revisiting and re-opening this complaint.

   

  Respectfully,

  
  Sincerely,
  
  **********************************;    

  Business Response

  Date: 12/28/2023

  Hi ***********,

  I believe we have resolved this issue via emails we sent to each other over the weekend. Please let us know if there is anything else we can do for you. Thank you.

  Customer Answer

  Date: 01/30/2024

  Better Business Bureau: While I have been finally paid for the items held improperly by the business, this was only after nearly two months of extensive emails and one month of no contact at all. I asked for a phone call from the business for one whole month via email and they would not respond at all until I initiated this BBB complaint and then only via email. The large number of emails and in-depth documentation to counter false statements by the business was not worth my time for the small amount of additional money paid; money that was rightfully mine from the start. I would like these facts documented for other consumers to see so that they may avoid the extreme frustrations caused by this poorly managed business. I am copying the redacted email exchange between the business and I for further documentation to this case. While I am dissatisfied in total, you may close this case. Respectfully,
  
  Sincerely,
  
  **********************************;  

• Initial Complaint

  Date:03/22/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im not sure who I should be filing a complaint on. Diabetic Exchange used PayPal and sent funds to some account that seemed to be mine (but Ive never set up an account that could receive funds to the best of my knowledge). I didnt do anything about this and repeatedly requested that PayPal resolve the error. PayPal requested me to contact Diabetic Exchange who in turn acknowledged that they sent the funds to me because someone provided my email address. PayPal did reverse the error but in turn charged me $15. They insisted I work with Diabetic Exchange. Diabetic Exchange then wants me to provide them account information for either Venmo, Cash App, or PayPal and will not correct with a check. I do not want to provide bank information to anyone and I do not use those services. In order for me to ever use PayPal (if I needed to pay someone for something) I have to pay the $15 before I can use it. Im being penalized for an error that Diabetic Exchange made and will not give these cash apps my banking error information and this is the only way Diabetic Exchange will reimburse me so I can have access to PayPal again. This is a horrible way to do business on both Diabetic Exchange and PayPal. How did they even get my information?

  Business Response

  Date: 03/23/2023

  Hi *****,

   

  Thank you for making us aware of this issue. We never intended to send money to the incorrect person, this all happened because a customer of ours provided us with a mistyped version of their own PayPal email address. We did not know that PayPal charged you a $15 fee until you contacted us yesterday. This whole situation is absolutely no fault of your own, and we are sending you a check for $15. Please let me know if there is anything else we can do for you. Thank you.

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of the transaction was 11/10/22 with Diabetic Exchange USA. I checked their price list, which the items on there they will purchase diabetic supplies. They received my order via ***** and said they could not buy the items because they are not on the price list. I did verify this before sending sending my supplies to them, This is not a few dollars we are talking about, but close to $300, They claimed they could not return items, because they for paid for a shopping label that was sent to me. I told them if they could not pay for it, that I would pay for return label to me. They have yet to respond, so I would like to file a formal complaint.

  Business Response

  Date: 11/27/2022

  Hi ****,

   

  We returned your items after you agreed to pay the shipping costs. This is the tracking number 9405509205568281409226

  Customer Answer

  Date: 11/28/2022

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