ComplaintsforMedela

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been using my medela pump in style for only 2 months while at work, I pump 1-2 times per day at work and work 7on/7 off, or every other week. My pump appears to be in perfect condition, but stopped working altogether over the weekend. This company provides healthcare services via breast pumps for breastfeeding mothers but was CLOSED over the weekend. I was able to get in touch with them Monday morning and they agreed to ship out a new pump which would arrive weds the day i return for my week of work. Now Im being told the pump will not arrive until at least Friday. I have to work and have no ability to pump in this time or feed my baby. Additionally I work 12 hour shifts, so have to spend significant time away from the baby. I need access to a pump immediately, not with three day or longer delivery. This is a healthcare service provider to mothers and needs to be managed more efficiently! The patient is a baby who is exclusively breastfed. Additionally the representative I spoke with expressed concern that my warranty would end in august even though I have only been pumping since February when I returned to work. He expressed concern that the NEW pump may not last that long! Since pumps are only covered by insurance once every three years I find this very concerning. Particularly since I only had two months of moderate use with the current pump. My insurance would not cover a different pump for another few years, plus I paid additional money out of pocket for this pump. Altogether I find this unacceptable business practice for a healthcare servicing agency.

  

  Business response

  03/29/2024

  We will be contacting this customer today. 

  Customer response

  04/04/2024

   
  Complaint: 21496442
  
  I am rejecting this response because:a member of your team called and left a message on my phone while I was at work.  My husband called back on my behalf and had to leave a message for the team member, but the call was never returned.
  
  Sincerely,
  
  *******************

  

  Business response

  04/08/2024

  We do apologize for the inconvenience on not reaching us. We will continue to reach out today to ensure that we connect with this customer. 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was out of town and needed a sanitizing solution for my pump parts. I opted for the Medela sanitizing bags. Before using the sanitizing bag, I checked the instructions to see what I could use the bags for. It says it can be used for pump parts. There is nothing specifying that it is for Medela parts only. I attempted to sanitize the pump parts for my MomCozy M5 pump which I have sanitized before using the Baby Brezza sanitizer as well as the ******** ***** microwave sanitizer. After following the directions listed on the packaging, I removed the parts to find that the flanges had been warped. I was stuck without a pump, became engorged and was leaking all day. I contacted Medela customer service where they acknowledged that the packaging didnt specify that the sanitizing bags should only be used with Medela parts but said that they are only tested on Medela parts. The packaging should specify that. Leaving that out is deceptive and done intentionally to sell more sanitizing bags. I had to purchase replacement flanges to replace the warped ones. **************** offered to send me more sanitizing bags which are of no use to me considering I dont only use Medela products. I asked for the issue to be escalated to a supervisor. I was told that it would be and that a supervisor would reach out within a few days. It has been more than a few days, and I havent heard back. I attempted to find a customer service email address but was unsuccessful.

  

  Business response

  03/12/2024

  Hello, 

  We will be contacting this customer today. 

  Thank you,

  Tiffany 

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a Medela pump from my insurance provider in June and recently the pump has started failing. I went to the insurance provider that supplied the pump (***** Healthcare ******) and they stated I needed to contact Medela directly. I tried using the link on their site, but it led to an error page. I've contacted Medela's support email twice in the last 3 days as this could affect my supply, but have received no response. They have a pump warranty for a year, I need my pump replaced and I need an answer from this company.

  

  Business response

  03/04/2024

  Good Day, 

  We will contact this customer back today to support her warranty needs. 

  Thank you

  Tiffany 

  Customer response

  03/05/2024

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

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to replace pump parts. I called on Dec 23 and was told they were closed for the holiday. I then tryed calling again today and sat on hold for over THREE hours before hanging up. I tried using their online chat and the bot was absolutely no help. For a company thats selling medical equipment and equipment to allow me to pump to feed my baby, you would think theres an easier way to get through to someone.

  

  Business response

  01/02/2024

  Hello,

  We apologize, yes, we were closed 12/22 through 12/26 in observance of the holiday. We did reopen the morning of 12/26, but were closed for the new year holiday the following weekend. Regardless of business hours, we are in the process of reaching out to this customer now. We will also ask for feedback and improvement considerations for our chat bot function based on the feedback so we can help improve the overall experience.  

  Thank you, 
  Tiffany 

  Customer response

  01/09/2024

  Better Business Bureau:
  
  Hi, they resolved the situation to my satisfaction. sorry for delay.

  Sincerely,
  
  **********************;  

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have purchased medalla breast pump 3 times, first time through health provider, 2nd time in target out of my own pocket because first one broke a few days after use. Medela sent a replacement new pump (3rd) one, all 3 of them are not working. I have contacted customers service more than 10 days, no response at all.Here is my letter to medela: with my purchase of Medela swing maxi In April, I purchased my first Medela swing maxi **** (I called it **** #1) from adaptHealth. I used it twice and it was broken. The ***** did not work and cannot be charged. It was during the weekend and I had to pump immediately so I purchased my second pump(**** #2) from Target. It was the same product, swing maxi. On Monday, I called Medela customer service and requested reimbursement for the cost of pump #2. I described the problem with pump #1 and the representative listened to the sound of pump #1. She said Medela could not reimburse my cost for pump#2 but could mail me a new pump(pump#3) to replace pump#1. She asked me for the ** number on the back of the ***** of **** #1 and also asked me to email her the Target receipt for pump#2. Then I received my pump #3 with a receipt. After a few months, both pump #2 and pump #3 have serious issues. **** #2 cannot be charged, it works only when the power cable is plugged in. For **** #3, my breast milk cannot go through and flow into the bottle while pumping. I have to plug out the connecting tube every 2 minutes, and then a lot of milk can finally flow into the bottle. This issue results in a painful swelling on my *******. It was the problem with the *****. I know this because there was no such issue when I connected the same accessory parts to another *****. I am so disappointed with the quality of the products. Now I have three pumps that do not work. I demand a refund for the two pumps that purchased. Here are the *** for the pumps:**** #1: P20223405701 **** #2: P20220303414 **** #3: P20223501557

  

  Business response

  12/18/2023

  Good Morning,

  We will reach out to this customer directly to work on a solution to help support the concerns and this customer. 

  Thank you
  ************;

  Customer response

  01/02/2024

   
  Complaint: 21013924
  
  I am rejecting this response because:
  Please reopen my complaint because this issue has not been resolved. I am waiting for Medela's response to my request. Attached please find the emails between Medela and me. 
  

  
  

  Sincerely,
  
  Ting Sun

  

  Business response

  01/16/2024

  Good Day,

  We spoke with the customer and provided a refund. 

  Please let me know if there is anything else I can do for this request. 

  Thank you

  Tiffany 

  Customer response

  01/17/2024

   
  Complaint: 21013924
  
  I am rejecting this response because: I have not received the refund. Please see the attached emails.
  
  Sincerely,
  
  Ting Sun

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today, 11/2/2023, my Medela pump in style pump went out while trying to pump for my 4 month old infant, who is exclusively breastfed. Medela covers a 1 year warranty on all products and my pump was provided to me only 6 months ago, in May. I called the warranty helpline today to discuss replacing, in hopes they would reimburse me if I was to go purchase a new pump today so I would be able to express milk and feed my infant today. Unfortunately, their resolution was to replace it by shipping a replacement that would take up to 3 business days to arrive to me. I am required to pump every 3 hours in order to feed my infant. I was refused reimbursement to go purchase a replacement instead, leaving me no choice but to go and purchase a new breast pump either way to ensure my infant is fed. I am so upset over this and can not believe that they would expect for a new mother to go 5 days without expressing milk, considering this happened on a Friday and they could not guarantee shipping until the following Tuesday. I have purchased a replacement breast pump from ******* that should have been covered by Medela under my warranty.

  

  Business response

  11/09/2023

  We are reviewing this compliant and will be reaching out to the customer. 

  Customer response

  11/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am awaiting resolution and will update the case once what I was promised is received. 
  Sincerely,
  
  *****************************

  Customer response

  11/28/2023

  Complaint: 20820522
  
  I am rejecting this response because: Complaint ID: ******** Unfortunately, Medela did not act as they promised and I need to reopen my complaint as it was not handled as they promised. I was told to anticipate a check via mail for reimbursement, however, the check has not been mailed. I called today to confirm activity and ******* that I spoke with, *********************, acted as if she saw no activity with my case number that Medela provided to me (case # ******) and could not give me any further information regarding what was promised to me to resolve this issue.
  
  Sincerely,
  
  ****************************;   

  

  Business response

  12/07/2023

  We will reach out to her directly, this should have been handled at this point. 

• Initial Complaint

  06/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my Medela flexstyle handsfree pump in April of 2023 knowing I was due in May. It was expensive but knowing I'm high risk and have a toddler at home to tend to as well this was the ideal pump for me. My baby is born and only 3 pumping sessions in the battery won't turn on. My baby was readmitted to the hospital at this time. I called the customer care number and was told they would send me a replacement but it was on backorder for an unknown amount of time so they would send me an alternate pump in the mean time. I was asked to send back the original battery and charger which I did. The alternate pump came and for about a month I struggled using it as I could not be hands free with it. After the month I called customer care asking for an update. They told me they had no estimated eta on when the backordered pump would be available and would send me a battery replacement. I only received a charger so I had to call again. When I did the lady told me they didn't have the right charger for the pump and they would send me a different pump charger. For the inconvenience I was told I would get an additional yellow wiring which was never sent til today. The charger I received specifically said not to use with any other pump. I've now received the replacement battery and it's been about a week and the screen is unresponsive. I'm so frustrated as everytime I call customer care I'm given a run around and they won't resolve replacing a defected product that was sold to me. I want to be able to use the pump I paid good money for and not have to keep contacting them about this.

  

  Business response

  07/05/2023

  We are in the process of contacting this customer back. We will ensure that we take care of our customers frustrations, including addressing the inventory challenges. Ideally, we should have provided a solution regardless of inventory issues. We will address immediately. 

  Customer response

  07/10/2023

   
  Complaint: 20231139
  
  I am rejecting this response because I have only heard back from customer service through email where they said this has been resolved when it has not. I am still waiting for a part that was promised to me. 
  
  Sincerely,
  
  *****************************

  

  Business response

  07/12/2023

  A voice message was left for the customer last week. We have attempted twice to reach the customer via phone now. No response. We have attempted again today. 

  Thank you
  ************;

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is selling, among many other products, a product called Supplemental Nursing System (referred to as an SNS), which is designed to help nursing mothers in breastfeeding their babies.The original version of this SNS comes with a valve to control the flow, this valve is available in small, medium, and large sizes.The valves often need to be replaced (malfunctioning, hygiene, etc.), while in most cases a customer will use only a specific-size valve, Madela is selling a set of all 3 valve sizes as the only replacement option, with a selling price in the $25-$30 range.On their own website medela.**, as well as many other online marketplaces, tons of customers are constantly complaining about not having the ability to buy a specific size valve only (in most cases, it is the large size valve that the customers are looking for), Medelas response will always be that they are forwarding this concern to the Resolutions Team Fast forward many years, and no resolution is being provided, thus requiring mothers - after spending for an SNS system - to constantly having to pay another $25-30 to buy a valve replacement pack they dont need only because they need one specific size valve.I believe its long overdue that Medela listen to their customers, nursing mothers, who experience difficulties in breastfeeding, and are so much relying on their SNS, by making available for the customers such single-size replacement valves, whether in single pack or in bulk packs.Thank you.

  

  Business response

  10/13/2023

  Hello,
   
  We are sorry to hear about your frustration with our new SNS and have noted your comments under CASE 466437.
   
  Our documentation process is how we evaluate, trend and highlight areas in need of improvement.

  Please be assured this process will properly route your comments to the appropriate team member of management.

  If you need assistance with a replacement please reach out to our team at the toll free number ************.

  Attached PDF is for support to help you based on the discussions around frustration with usage.
   
  Have a great day!
   
  Kind Regards,
   
  Thank you   

  Customer response

  10/15/2023

   
  Complaint: 19963680
  
  I am rejecting this response because: This type of excuse is how this company is responding already the last several years to the so many same complaints and doesnt resolve the complaint existing customers have with their existing product. Making available a product for which often-needed replacement parts can only be bought in extensive and expensive packs with many other parts not needed as replacement, is unacceptable, and has no excuse after getting the same complaint for so many years.

  They should issue a refund for my original purchase, plus for the many parts that I had to buy at full cost. 

  Sincerely,
  *******************

  

  Business response

  10/17/2023

  Good Morning,

  Thank you for passing along the response. At this time, we will do our best to reach the customer by phone to honor to refund request. If there is any further contact information that has been updated or changed that you can share with us. If not, we will be working with the customer to issue a refund and in hopes speak with her live to share the great benefits of the changes that were made to this product. 

  Thank you
  Tiffany 

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello Team, I bought Medela breast pump from local ******* and i haven't used it as i received replacement from Medela for the pump which i have warranty. I went to ******* the same day to return the product but my return was denied and requested to reach out to manufacturer. Please help me in returning the product and request to refund .Store address below:Address: ************************************

  

  Business response

  03/15/2023

  We will follow up with this customer, but please help me understand how this is reported against Medela? This is a ******* discrepency. Again, we will reach out to the customer, but ******* should be returning this unopened product that she purchased

• Initial Complaint

  06/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The Medela website offers a tool where the company will help you find a fully covered breast pump through your insurance provider. The wording is as follows, "Order Your Free Medela Breast Pump: The Medela Insurance Concierge makes getting your insurance-covered breast pump* easy, simple, and stress-free." You would assume you wouldn't have to pay for a breast pump using this service. I went ahead and gave them my insurance info. After a few failed attempts they informed me my request was being processed through ***** ******care and that my "fully covered" breast pump was on the way. When the pump arrived I began using it and a couple weeks later I got a **** from ***** ****** care for the pump because it wasn't actually fully covered like promised by Medela. When I contacted Medela they said that they don't verify coverage at all and only send the request to a third party. When I called ***** they said the order was placed in my name therefore I needed to pay the ****. How is Medela able to place an order for a breast pump in my name without telling me it will cost me money? I don't believe I should have to pay this **** since I was never told my breast pump would cost me money.

  

  Business response

  06/17/2022

  We are reviewing not only our content but following up with the partnered supplier, as they should be verifying insurance coverage as a partner to our insurance program. Also, we will reach out to this consumer to help her resolve her concerns. 

  Customer response

  06/20/2022

   
  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. ↩