Complaints

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:03/28/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  Website says 3 day *********** indication of inventory or shipping issues when placing ********* have no problem charging me for goods not available. No updates in 8 days.Very poor customer service model. So many complaints here about the same issue.Don't accept orders for product you don't have.

  Business Response

  Date: 04/01/2025

  Hello, 
  
  Thank you for contacting us. A resolution has been provided regarding your concern.Information has been sent your email address on file with Stelo. We appreciate your understanding and look forward to serving you as valued Stelo customer. 
  
  Thank you, 
  Stelo Support 

• Initial Complaint

  Date:03/24/2025

  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.

  On 3/14/25, I received 2 Stelo Continuos Glucose Monitors that were defective. On 3/15/25, one sensor would not pair and the other disconnected and ended early. I put in a request for a ***lacement and was told my issue could not be validated. on 3/17/25 I called the customer service (a number that they make hard to find). I was told there was an error in my case and the customer service *** said she fixed the incorrect data and that I would have to wait to have the complaint department "validate the issue". I asked how they "validate" it and she did not know. Then, my ***lacements were denied, stating they could not validate. I called again today regarding their refusal to ***lace defective devices and was told that the *** that ended early could not be "validated" and the case is permanently closed. They agreed to forward the defective CGM case to be reviewed again for "validation". I have diabetes and have been using CGMs to track my blood sugar and it has been invaluable with my med changes. This is the 4th time I have had a Stelo CGM fail. They ***laced one failed CGM and the ***lacement was defective. I cannot spend $96 a month to "hope" the devices work to track my blood sugar. At this point, I would like a refund, which I requested when I called, but was not offered such. Case numbers 1-00161029 and 1-00161083

  Business Response

  Date: 03/28/2025

  Hello *******,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Monday, March *******. Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product. 
  
  Your concern has been received and promptly forwarded to our dedicated Stelo Technical Support team for further assistance. You can expect to be contacted with 48 hours.
  
  Thanks,
  
  *******
  Dexcom Global Technical Support  

  Customer Answer

  Date: 04/02/2025

  I received a call from Dexcom on 3/31/25 and the person wanted me to go over everything again that happened, which I have already gone over with 3 different customer service people.  He said a refund is not possible, opened the tickets back up, which were promptly closed again like every time before, with the statement that the problem could not be validated and no replacement devices would be sent.  I spend $96 on 2 devices that did not work right out of the box and have been told repeatedly they they will not send me new devices and will not refund me.  This is not acceptable business. 

  Business Response

  Date: 04/08/2025

  Hello, 

  Thank you for contacting us. An update has been provided regarding your concern. Information has been sent your email address on file with Stelo.

  We appreciate your understanding and look forward to serving you as valued Stelo customer. 

  Thank you, 

  Stelo Support

  Customer Answer

  Date: 04/12/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ******
  
   
  

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I cancelled my subscription with Stelo - I was charged under an inactive account (they made me sign up with an email and with a phone number which apparently creates two accounts without the customer knowing). I cancelled my subscription, not knowing I had to cancel it twice. I was charged under the other account. I went in and cancelled that one as well. They still received payment, and I never received my order. I called and was told theres a backlog. I was also told theres no way to get a refund and Im just going to have to wait for however long it takes my monitors to ship, and they had no idea when that would be. Im out almost $100, have no answers, and a customer service call wherein I was told too bad. Asked again for a refund, and the girl just kept reading from her card right over the top of my talking.

  Business Response

  Date: 03/27/2025

  Hello, 
  
  Thank you for contacting us. A resolution has been provided regarding your concern.Information has been sent your email address on file with Stelo. We appreciate your understanding and look forward to serving you as valued Stelo customer. 
  
  Thank you, 
  Stelo Support 

• Initial Complaint

  Date:03/19/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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.

  I signed up for a subscription from Stelo Dexcom and was excited to begin monitoring my blood sugar levels. Upon attaching the sensor to my arm I began noticing intense pain and inability to move my arm comfortably. I kept the sensor on until the following day of deciding to remove it. Upon removal of the sensor my arm was swollen, had a rash and was still in pain. I reached out to the company on 3 separate occasions to try to resolve this and requesting a refund to no avail. I am requesting a refund due to experiencing an adverse reaction to the sensor.

  Business Response

  Date: 03/21/2025

  Hello ******** ********,
  
  Thank for providing additional feedback regarding your Stelo Glucose Biosensor on Wednesday, March 19, 2025. Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product. 
  
  Your concern has been received and promptly forwarded to our dedicated Stelo Technical Support team for further assistance. You can expect to be contacted with 48 hours.
  ,
  Thanks,
  
  *******
  Dexcom Global Technical Support  

  Customer Answer

  Date: 03/21/2025

  There has been no solution provided for my complaint. I am still requesting a full refund to be processed. 

  Business Response

  Date: 05/16/2025

  Hello ********,
   
  Thank you for contacting us. Please see our refund policy here: **********************************************************************
  If you would like to report an issue please contact Stelo Technical Support via chat at *********.
  
  Thank you,
  Stelo Support"

  Customer Answer

  Date: 05/16/2025

  I have still not received a refund from the company 

• Initial Complaint

  Date:03/18/2025

  Type:Delivery 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.

  Placed order for 3 month subscription to Stelo online on March 15th. Stelo was listed as "in stock".Delivery was supposed to be on March 18.On March 18th I received the following email:Update on your order Important notice: Our shipping carriers are working through high order volumes, resulting in shipment delays of 5-7 business days.Tracking information for Order #US513797ST will be delayed until your order is in transit. Were doing everything we can to get your order shipped as soon as possible. Thank you for your patience."I am leaving on a 6 week overseas trip on Sat Mar 21. This means my Stelo package will be sitting on my doorstep for around 6 weeks. In the meantime Dexcom charged my credit card.I call customer service and was told the order cannot be cancelled because it is "locked" in their system.I need the order cancelled and my money refunded.Thank you

  Business Response

  Date: 03/20/2025

  Hello,
  
  Thank you for contacting us. A resolution has been provided regarding your concern. We appreciate your understanding and look forward to serving you as valued Stelo customer.
  
  Thank you,
  Stelo Support 

  Customer Answer

  Date: 03/20/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ********
  
   
  

• Initial Complaint

  Date:03/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  I ordered a CGM Stelo Biosensor from DEXCOM March 11, 2025. I have yet to receive it because it keeps saying preparing for shipping. Finally today (Mar. 17, 2025) I called to ask what was going on and the woman told me she didn't know why it had not shipped but needed to conduct an investigation. She had no Idea when my order would be filled and when I asked to be refunded I was told it was a final sale! How can it be a "final sale" on an order you have never processed or shipped yet??? I have disputed it with my bank who is now investigating it. I wish I had come here first because this seems to be a very disreputable company!!!! I will get my doctor to assist me with getting a CGM and never come near these people again!!!!

  Business Response

  Date: 03/18/2025

  Hello, 

  
  Thank you for contacting us. A resolution has been provided regarding your concern. Information has been sent your email address on file with Stelo. We appreciate your understanding and look forward to serving you as valued Stelo customer. 
  Thank you, 

  Stelo support

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I have 3 separate sensor failures that I have opened cases regarding since January that have not had any responses. I've called Stelo's customer service and they've confirmed there has been no response and have escalated the cases multiple times, but still have not provided a response. Case IDs **********, **********, and as of today 1-00159069.Can someone PLEASE review these cases and provide an update? Otherwise I would like a refund for my last order.

  Business Response

  Date: 03/20/2025

  Hello ***,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Friday, March *******. Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product. 
  
  Your concern has been received and promptly forwarded to our dedicated Stelo Technical Support team for further assistance. You can expect to be contacted with 48 hours.
  
  Thanks,
  
  *******
  Dexcom Global Technical Support  

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I receive a transmitter every 90 days and I had one that would not connect. I chatted with a Summer C. on 3/6/25 and she would not give me a resolution to fix it or send me a ***lacement. This is not the first item of their product line that fails. It fails and I am diabetic and if I do not have this working I can go low and I will die. They *** wanted to argue with me and say that I was lying. I offered to send it back to them for a diagnostic test. I keep running into arguments and excuses. My insurance pays quite well for this device and this is ridiculous.

  Business Response

  Date: 03/20/2025

  Thank you for sharing your experience with us.  A member of our escalations team attempted to contacted you today, 3/20/25,regarding your concerns. We apologize that we were unable to reach you.  Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product.  We did confirm the transmitter that you referenced in your complaint was indeed expired and not eligible for replacement. 
  
  Please reach out to our technical support team at the number provide on our voicemail so that we provided. We are available 24 hours a day for your convenience.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I got sucked into the Dexcom con.There like a drug Dealer. They get you hooked.. Then they cant help I have had there G7 and live in **************They FALL OFF and now they WILL NOT REPLACE THEM I have had about 6 fall off They refused to replace any after the first 3 were replaced.. now they telling me they wont!!!!!!!!I have type one diabetes and they are playing with my life it not my fault they make a defected product .. I use an insulin pump that is attached similar to the G7. That never comes off. I want two sensors or $200. It seems to me that you are nothing but a money money hungry corporation I do not care about their customers.

  Business Response

  Date: 03/11/2025

  Thank you for sharing your feedback with us.  A member of our escalations team attempted to contact you today, 3/11/25, regarding your concerns.  We apologize that we were unable to reach you.
  
  Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product. This includes providing replacements in a timely manner and communicating in a clear and effective manner. The feedback you shared provides us with the opportunity to learn and improve the overall customer experience. 
  
  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:03/02/2025

  Type:Order Issues
  Status:

  AnsweredMore 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.

  I contacted the Dexcom online support on 03/02 around 11 AM because I was having trouble with a G6 transmitter and spoke with ***** *. Since 3/1, my insulin pump was showing the "Out of Range 14C" error and I was not getting any readings. After asking me all the basic questions (i.e. transmitter SN, weight), ***** asked for my address to send another transmitter. I gave him my address. But I also stated that I've had this issue in the past with an expired transmitter and was wondering why the solution is to just send me another one. ***** asked for that serial number but I didn't know it. He told me not to wait "days, weeks, months" to contact and he send me another one. He asked if there was anything else he could do for me. I said he hasn't solved anything but simply ordered a new transmitter which won't be here for 7 days. He said "sorry you feel that way" and then immediately disconnected from our chat. He never asked what trouble shooting steps I had taken or suggested any for me to take. After getting all of my information, ***** simply replaced the product and ended the call as soon as possible. He showed no signs of trying to understand the issue and never asked if I wanted to do anything to troubleshoot it. When asked if there was anything else, and when I said I still have an issue, he read that I still had issues and still decided to leave without trying to help. While ***** may have a quota to meet, I now have no way to troubleshoot my transmitter and now have to wait 7 days to get a new one. This negatively affects my glucose levels and has a direct impact on my health. Dexcom should be ashamed of how their support technicians treat their customers.

  Business Response

  Date: 03/11/2025

  Thank you for sharing your feedback with us.  A member of our escalations team attempted to contact you today, 3/11/25, regarding your concerns.  We apologize that we were unable to reach you.
  
  Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product. This includes providing replacements in a timely manner and communicating in a clear and effective manner. The feedback you shared provides us with the opportunity to learn and improve the overall customer experience. 
  
  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******