Shall I list the ways?
1. I gave them my new insurance information. For days my account reflected that verification was pending. Great! Until…they lost my insurance information? What? So I had to give them the information again and wait all over again.
2. My credit card information, for billing my portion of payment, was incorrectly entered not one time. No, not even two times. It was incorrectly entered THREE times. That’s right, ladies and gentlemen….the customer service reps can’t handle numbers. Then they insinuated that I was trying to pull one over on them and made it very clear that my order would NOT be shipped until they were paid.
3. I placed the order online. I asked for it to be shipped to my parent’s address, not my billing address. When they called me to reobtain my billing info, I confirmed this shipping preference with them every time. Every time they assured me it would be sent to my parent’s address. (I don’t like to get packages here – if no one is home they leave the packages in the lobby, which is not locked. I don’t trust the people in my building not to take things not addressed to them.) However, today, 12 days after placing the order….I finally receive confirmation that it was mailed. To MY address…..the one I DIDN’T want it shipped to.
4. The customer service rep I spoke to about this told me he would contact UPS and ‘try’ to get it rerouted. Try? Excuse me sir, your company sent hundreds of dollars worth of supplies to the wrong address, after already collecting payment from me, and you’ll TRY to reroute it? DO IT!!!
5. One of the items I ordered (t:slim cartridges) was backstocked. When I asked for an estimate on when it might come back in stock the rep told me he’d check – lo and behold he found what I needed in one of their Florida warehouses and said they’d have that shipped right away (I asked him to make sure it went to the right address this time…). Why wasn’t that the FIRST thing they did? Why, unless I asked, was I going to have to wait some indeterminate amount of time for them to get to that warehouse in Ohio, to then be sent to me, when I placed my order 12 days ago and already paid them almost $500 out of pocket?????
I have NEVER had issues with this company before. Before this week I’d have highly recommended them to anyone needing to order insulin pump supplies. However, after all of this, I no longer recommend them. If it were a matter of even just one of these things happening…sure, I can overlook that. But messing up my insurance info, my billing info (3x), my shipping information, and putting me on a ‘backstock wait list’ after already collecting payment from me for an order placed almost 2 weeks ago…..I refuse to recommend them to anyone.
Unfortunately, it’s going to be difficult to find someone else my insurance contracts with who I can go to for these supplies.
EDIT TO ADD: Apparently the guy (Darryl? or something like that) I spoke to at Edgepark, who told me he’d try to get my box rerouted, didn’t do it. I got home from work to find a ‘we tried to deliver’ tag. I’m thankful UPS did not leave the package in the unlocked lobby, but still…..now my medical supplies are sitting in limbo. Am I supposed to put my life on hold to wait for a box (that could be delivered between 10am and 5pm)? Oh, wait….I asked for it to go somewhere else, where it could be delivered, so I wouldn’t have to put my life on hold! What great forethought on my part….too bad Edgepark seems to think sending things just anywhere is an A-OK business practice. Way to go Edgepark….you just keep getting better and better.
My friend actually owns a diabetes supply company that I would highly recommend! Most of the time he will either give customers a free meter (including the iBG Star,) free strips, or cover their co-pay. Definitely something you might check out. His website is http://medipharmdrugstore.com
OMG I am so glad I am not the only one. EVERY month it is the same issues over and over. Edgepark puts a date my husbands supplies will be sent, never goes out shows pending until I call….every month they change the date that medicare will “allow” fine but does it go out on the revised date? NO…. then they come up with this HUGE amount I am supposed to pay so I told them that all similar companies might suck too but at least it will be someone new because I am DONE with edgepark.
JUST MADE MY FIRST ORDER FROM EDGEPARK OVER A MONTH AGO…OSTOMY SUPPLIES..THEY ARRIVED TODAY, WAFERS WERE RIGHT, BUT BAGS WERE WAY TOO BIG FOR WAFERS…I AM REALLY TICKED OFF! FOR WHAT THEY CHARGE AND INCOMPTENECE, WITH READIND COMPLETING AND DELIVERING MY ORDER HAS BEEN CRAZY… I SPOKE TO A SUPERVISOR TODAY…SHE SAID THIS ONCE SHE WOULD EXCHANGE MY BAGS…I LAID INTO HER! I TOLD HER THIS WRONG ORDER WAS NOT BECAUSE OF ME, BUT BECAUSE OF THEIR COMPANY…OVER A MONTH FOLKS FOR THIS ORDER TO ARRIVE!!! TOTALLY CRAZY,,,I AM LOOKING FOR A NEW SUPPLIER, BUT FIRST I WANTED TO LET PEOPLE KNOW THESE PEOPLE SCREWED UP BIG TIME, THEN ACTED LIKE THEY WERE DOING ME A FAVOR, JUST THIS ONCE!
Ugh! It sure is frustrating! I wish they could understand how much we RELY on the medical supplies we get from them and don’t need the added inconvenience of them being incompetent at their jobs! I hope you find a better supplier!
Interesting, because they were also good for my family (two children with Type I diabetes) for several years, and suddenly they 1) lost the insurance information and so delayed a needed order, 2) after receiving the same insurance information, they said an approval process was needed, 3) two days later, when I finally tried to get the order shipped, they said the cost went from $0 to $1480 for the same supplies. They had to transfer me to another department, and after 45 minutes on hold, the agent is now checking what is going on. Since New York State guarantees payment for diabetes supplies, it is hard to know how they could make mistakes like this. I will be looking for a new supplier, maybe the one mentioned in the earlier comment.
That is so horrible! I don’t know what is wrong with them lately, but I’ve heard other bad stories in a FB group I’m a part of. I can’t find a single person who is now satisfied with them, though in the past many many people were very satisfied. Edgepark is going to be losing a lot of their customer base in the coming months.
Thanks for the comment, Kari. Well, they took care of it now, and fixed the billing error. One more thing is, I am not sure why the on-hold message advertises a variety of ostomy and catheter supplies, and with the three times I called the hold time always seemed to end at about (or exactly?) the same place, in an “intermittent catheter” sales pitch. Can’t they at least have some Muzak instead of the sales talk? And I am wondering how the message ended at the same place… just a coincidence, or is it a chance to place some advertising? Would any company actually do such a thing? I don’t know.
They are the most unorganized company ever known! it took them 5 motnhs to finally mail my daughter’s diabetes supplies accordingly, update my contact information..correctly and to acknowledge my daughter’s insurance benefits! Really? Thus far after many many many times arguing with them and even my daughter’s doctor (whom is really great) called, they seem to be doing what they are suppose to, not exceeding my expectations..simply meeting them. I just found this blog and like the information. I have a 10 year old daughter who was diagnosed with type 1 at the age of 1. Challenges here and there but overall she lives her life knowing she is extra special and a solider!!! She’s my hero!
I just had another experience with them this week that put another bad taste in my mouth, so to speak. I received an order today, but it will probably be my last from them. I am hoping Solara Medical will work with my insurance and I can use them in the future.
Glad you found the blog and are enjoying it! Your daughter is the hero of many people, including all of use who are now adults with T1 – we remember what it was like to be a kid with T1 and we love and respect our little D soldiers!