tandemdiabetes.comReviews of tandemdiabetes.com

I began using the Tandem Mobi insulin pump in April 2026. I have type 1 diabetes and have been managing this disease for 40 years. After more than 30 years of good control, I’ve found it harder to maintain as I’ve aged, so I finally agreed to try an insulin pump — choosing the Tandem Mobi for insurance reasons. I completed the required training and had support from my endocrinologist throughout. To my great disappointment, the pump was riddled with problems. The tubing kinked constantly, cutting off insulin delivery, and I had to change it almost daily. It also over-delivered insulin on multiple occasions — one incident was severe enough that I had to call 911, even after removing the pump, because of how much excess insulin had already been delivered. I requested a return and refund of the pump and supplies, which Tandem Diabetes Care approved. I shipped everything back, absorbing the cost of the new CGM required to work with the Mobi as well as the insulin vials used to fill it. It has now been two months since I began this return process, and I still have not received my refund. Tandem first mailed the check to the wrong address; they then said a replacement check was mailed two weeks ago, which I still have not received (it was sent from Southern California to my home in Northern California). I have followed up at least once a week requesting prompt processing of this refund, without success. Please do not use this pump. It is a dangerous device and not helpful in any way. The costs involved with your health and out-of-pocket are too great.

Gets 1 star because I cant given them no stars. Customer service involves an answering system that leaves you on hold all day and eventually promises a call back that they have no intention of making. Just non-existent customer service.

My husband has Type 1 diabetes and has used an insulin pump for over four years. Until around three months ago, his pump and supplies were managed by Air Liquide, and we never experienced the problems we are now facing since the service transferred to Tandem. The service has been nothing short of unacceptable. In just a few months, he has experienced multiple pump failures, repeated problems obtaining essential pump supplies, and on one occasion was told a replacement pump had been dispatched when it never was. Most concerning of all was a serious patient safety issue. After a brand-new pump failed within just 4–6 weeks, a representative attempted to guide my husband through a pump reset. They instructed him to bleed through 10 units of insulin but failed to ask him to disconnect the infusion set first. Had my husband not realised the potential problem, this could have resulted in an unintended insulin dose with potentially dangerous consequences. The support is also incredibly difficult to access. We routinely spend hours trying to get through, often waiting 3–4 hours for a callback before receiving assistance. This is completely unacceptable for a company supporting people who rely on life-sustaining medical devices. People with Type 1 diabetes cannot simply wait hours when their insulin pump has failed. Reliable equipment, prompt support and competent clinical guidance are essential. This situation needs to be escalated to the highest level within the organisation. The current standard of service is simply not good enough and, in our experience, raises serious concerns about patient safety.

I am absolutely disgusted with the level of service I have received from Tandem Diabetes Care. I ordered essential insulin pump consumables over seven days ago. Seven days later, I am still waiting. I have now completely run out of the supplies I need to use my insulin pump. I contacted Tandem today, and I was told that my supplies had supposedly been sent by **urgent express delivery**. If this is what Tandem considers an urgent delivery, then I dread to think what their normal service is like. The delivery company being used is UPS, and I was told by the person I spoke to at Tandem that there is apparently a wider problem affecting deliveries. UPS does not provide a delivery time slot, meaning patients are expected to stay at home for an entire day waiting for essential medical supplies. Then, after waiting all day, the delivery can simply be marked as "delayed" or pushed back to another day. This is completely unacceptable. People with diabetes cannot be expected to sit at home indefinitely waiting for essential medical supplies. These are not ordinary parcels. These are medical supplies that patients rely on to safely manage their diabetes and, in my case, to use my insulin pump. I am now in the unacceptable position of having no pump consumables available to me. This is not an inconvenience. This is a serious patient safety issue. What makes this even more frustrating is that, when the service was handled by Air Liquide, I had no such problems. The supply service was reliable and efficient. Since the change, I have experienced an incredibly stressful and unacceptable situation trying to obtain essential supplies. I also understand that I am far from the only diabetic patient experiencing difficulties obtaining supplies. There appear to be numerous complaints from people experiencing similar problems, and this should be a major concern for anyone responsible for commissioning or purchasing these services. The NHS should be asking very serious questions about whether this company and its delivery arrangements are providing an acceptable and safe service to people who depend on these supplies. Tandem Diabetes Care needs to understand that these are not luxury products, and we are not ordering something that can simply arrive whenever it is convenient. These are essential medical supplies. Patients' health and safety depend on receiving them on time. I have been left without the supplies I need, unable to rely on the delivery service, unable to get meaningful help from the supplier, and incredibly stressed about how I am supposed to safely manage my diabetes. This needs to change. Tandem Diabetes Care needs to take responsibility for the service it provides, urgently address the failures in its supply chain and delivery arrangements, and ensure that no diabetic patient is ever left without essential supplies because of an inadequate ordering and delivery system. My experience has been completely unacceptable, and I would strongly urge the NHS and those responsible for commissioning these services to seriously reconsider whether this is an appropriate service for patients who depend on reliable access to essential diabetes supplies.

Awful customer service! I’m UK based and the customer service and delivery of supplies was under Air Liquide. Their care was exemplary, I once had a pump error, had a new pump within 6 hours that was specifically couriered to me on a Sunday and the lady I spoke to called me back 3 times in that same day, to update me on shipping, help me set up the new pump and then check a couple of hours later that my blood sugar had come back into range. I recently had a pump issue and called Tandem for ‘support’. The staff do not care, they don’t listen and you get a different team member each time you call so you have to explain the situation again and again, while stressing that your life saving equipment isn’t working. When I eventually found someone who could help, his answer was to turn it off and back on again….typical response really. I did as instructed but it wasn’t coming back on, he was even confused on the phone as he said it should be working and he would call me back in 10 minutes. When he called back, it still hadn’t switched back on and I asked him what to do because I literally need this pump to live, he laughed and said I know, I’ll call you back in 10 minutes to see if it’s on. It’s been 2 weeks and I’m still waiting on that phone call, which is absolutely disgusting. Thanks to ChatGPT I was able to solve the problem and fix it myself. If you have any technical errors with your pump, try Google or ChatGPT, I guarantee you’ll get a better response than you will from Tandem.

Tandem CLAIMS to have sent me supplies back in September of 2025 that I don't recall ordering or receiving. I also learned that Tandem also put in a claim to my insurance back then with a co-pay (I never got charged a co-pay in the past) and THEN sent me a bill for all of this...in April of 2026!!! To add insult to injury, shortly after, I get a collection notice in the mail that I owe Tandem $60!!! WTF?!? #DesputeHard

Terrible customer service, the worst I’ve ever experienced. I have been trying for over a week to order supplies without any luck. Phone lines are constantly engaged and I’m now running low on supplies. It was much better when Air Liquide were running the UK side. I really don’t think they care and this is for life saving medical supplies. And when you do speak to them, you feel like you’re going round in circles

When I first started my pump in May this year, I had 3 boxes of supplies to start off with. Consistent manufacturing issues with the Autosoft 90, poorly made. Have made several attempts to order further supplies, to which Tandem have refused to issue a new order. My local diabetes department within the NHS are aware of the issue. How are we supposed to use our pumps without the items we need? No surprise that there are so many negative reviews about Tandem Diabetes. I am giving one star because I do not believe they understand our circumstances. Getting through to someone over the phone has been difficult. They advertise as being open 24/7, but they don't want to answer the phones for some reason.