Complaints

• Initial Complaint

  02/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  11/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  05/28/2024

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

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  03/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  11/27/2022

  Hi ****,

   

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

  Customer response

  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,
  
  ***********************

*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. ↩