Diabetic Exchange USA: most-reported complaints
Automated analysis of 288 public Trustpilot reviews published 2020-12-05 to 2026-09-11. TrustScore 4.8 from 1,657 total reviews — see the Trustpilot page. Quick answer: is Diabetic Exchange USA legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with other unspecified matters, which accounted for 22% of the 76 complaints identified. Support unreachable was the second most common issue, cited in 18% of complaints, with a rising trend. Overcharging was reported in 17% of complaints, also showing a rising trend, while billing errors made up 16% of complaints with a falling trend.
How to reach Diabetic Exchange USA
These are the contact details Diabetic Exchange USA publishes on its Trustpilot profile, as of our last check on 2026-09-24 — it publishes no phone number there, email [email protected].
The company claimed its Trustpilot profile on 2020-08-20, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-10. Trustpilot ranks it 39 of 93 in Pharmacy. We last checked this profile on 2026-09-24 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.8 → 4.8 across 9 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (90%, 0.7d) · 2026-08-27 (95%, 0.7d) · 2026-08-30 (95%, 0.7d) · 2026-09-03 (94%, 0.8d) · 2026-09-08 (94%, 0.8d) · 2026-09-12 (95%, 0.8d) · 2026-09-15 (95%, 0.8d) · 2026-09-21 (95%, 0.8d).
Severity: 46% of this company’s 76 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 2.4 days between the experience and publishing their negative review (74 reviews record both dates).
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 73 negative reviews that received a public reply, the median wait was 0.7 days — the company profile reports an average of under a day.
Reply quality: of 73 company replies to negative reviews analysed, 26% engaged with the specific problem and 7% were generic templates.
46% of its 214 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: other makes up 22% of this company’s complaints vs a 22% median across 249 ranked companies in its sector.
Review velocity: 439 of this company’s 1,657 Trustpilot reviews (26%) were written in the last 12 months.
What are the most common complaints about Diabetic Exchange USA?
Other
17 reports · 22% of complaintssteady“they will not send my stuff back unless I pay for it”
The company replied on 2025-12-22: “Hi Jamie, Items that arrive damaged or with insufficient expiration do not qualify for payment. Items may be returned upon receipt of return shipping, as outlined in our terms and confirmed by email.…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“They claim damage packages and would not send the items back to you.”
The company replied on 2025-05-05: “Hi Rita, We looked up your information and do not have any previous correspondence with you on file. Kindly check to see if you have worked with us in the past. We have not received shipments from…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“They sent me pictures of all the boxes crushed, saying they couldn't accept them.”
The company replied on 2025-01-06: “Thank you for the feedback. Unfortunately, the products you sent all arrived severely damaged. We emailed you multiple pictures of the products. As our website states, customers must ensure that all…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Support unreachable
14 reports · 18% of complaintsrising since 2025-08“they won’t respond to my emails.”
The company replied on 2025-07-28: “Hi Breanna, Unfortunately, the products you sent us were not only damaged but also expired, as shown in the pictures we provided you. Additionally, one box was opened/missing components. We do not…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“received $14.67 instead. There phone number goes to an voicemail and no call back”
The company replied on 2026-03-03: “Hi Jared, The item received was an AT-030 sample 10-day G7 sensor, not a 15-day retail G7 sensor. AT-030 sample units are categorized on our public price list at $15 per box, which matches the payout…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“No money, calls or e-mails! NOTHING!”
The company replied on 2025-01-08: “Hi Brad, Thank you for the feedback. We responded to your emails. Did they go to your spam folder? Please email us at [email protected], and we will work to get this resolved. Thank you.”
Our classifier read this reply as a deflection.
Overcharging
13 reports · 17% of complaintsrising since 2025-08“Ended up getting less than half what I was promised.”
The company replied on 2024-07-22: “Hi Toby, Unfortunately, we don't see any previous correspondence with you on file. Please email us at [email protected]. Thank you.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“were only able to pay $30 for one of them or they could send it back for a fee of $10”
The company replied on 2026-04-17: “Hi Nelson, Thank you for your feedback. We’re sorry to hear you were unhappy with your experience. When your shipment arrived, one of the boxes showed visible damage during inspection. As outlined in…”
Our classifier read this reply as a substantive response.
“They received them and said that 4 of my 9 boxes had damage and I was offered 50% of the original quote for those 4 boxes.”
The company replied on 2026-02-05: “Hi Karen, We want to provide some context for anyone reading this. All shipments are inspected and photographed upon arrival. In this case, 4 of the 9 boxes showed visible creasing at the time of…”
Our classifier read this reply as a substantive response.
Billing errors
12 reports · 16% of complaintsfalling“They damage 2 of boxes & short my pay to $315.”
The company replied on 2025-02-20: “Hi Yvette, Thank you for the feedback. We have done business with you five times since 02/20/2024 and always paid you promptly and in full. We received your shipment yesterday at 4:14 PM CDT and paid…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“This company only paid me for less than 1/2 of the supplies they received.”
The company replied on 2025-05-07: “Hi Coleen, Thank you for the feedback. I understand it is frustrating that we could not purchase everything you sent us. Unfortunately, the damage was not "barely noticeable." Several of the products…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“I have not received my payment”
The company replied on 2026-04-30: “Hi Elizabeth, Your payment was sent via ACH and was successfully processed. We also reached out directly on multiple occasions to ensure everything was received correctly, but we have not received a…”
Our classifier read this reply as a deflection.
Delivery failed
9 reports · 12% of complaintssteady“I sent 3 box’s of pods and never got an email or money”
The company replied on 2025-09-24: “Hi Belinda, We take transparency very seriously. You were notified by email (with photos) on September 17th that the items received were expired, and you replied to that same thread. We do not…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“I sent eight boxes wrapped in bubble wrap nothing wrong with them”
The company replied on 2025-10-01: “Hi Brenda, Thank you for your feedback. Upon receiving your shipment, we found that the products were damaged and provided photos along with a link to our Product Condition Guidelines, which explain…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“I've been emailing them for 3 weeks and they won't even contact me now”
The company replied on 2024-11-29: “Hi Melissa, We have responded to all of your emails. Can you please check your spam folder? Our emails might be going there. We are trying to get this resolved as quickly as possible. Please email us…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Misleading pricing
9 reports · 12% of complaintsfalling“advertise high offers to attract customers, but once they receive your item, they significantly reduce the price.”
The company replied on 2026-04-27: “We take claims like this seriously, but this description does not reflect how this transaction was handled. After receiving the shipment, we completed a standard inspection and provided a clear…”
Our classifier read this reply as a deflection.
“they claim you get paid in 1 business day when sent in product it changed to 1-3 days”
The company replied on 2024-11-12: “Hi Thomas, Thank you for the feedback. Unfortunately, we could not accept two items you sent because they arrived damaged. We notified you of this via email on November 8th and attached pictures of…”
Our classifier read this reply as a substantive response.
“Offer you $350 then when they get it $100 with BS story”
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-12.