Tandem Canceled My Order

Type 1 & LADA
1

Hi everyone! Happy Holidays!

I have a Tandem Mobi pump, and I get my pump supplies directly from Tandem. I have my supplies on auto-reorder, and usually that goes through with no problem. This time, however, it seems that Tandem just canceled my order, gave no reason, and didn’t even tell me.

I received an email on 11/20 saying that my order was processing and was set to ship on 12/12. Here we are on the 19th and I have not received my order, nor have I received any further communication about shipping, etc. I called them, and the rep told me that she saw that it was supposed to ship on the 12th. She expedited my order and put on free 2 day shipping… when I asked why my order had not gone out, she said that Tandem had canceled it. When I asked why, and how do I prevent this from happening in the future, she said something along the lines of “I don’t know why Tandem is canceling orders and not telling the patients. It causes a lot of confusion. I wish they wouldn’t do that.” Okay…. we’re in agreement on that point, but I still have no idea why this would happen.

Has anyone else had a situation like this with Tandem?

1 Like
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I’m so sorry! I don’t get any supplies from Tandem… but I’ve been generally really happy with their customer service, so I’m sad to hear you’ve had this bad experience. And that it sounds like it isn’t just you? I hope it’s something they are fixing.

Now I did have that happen with my insulin through Byram once… My brother and I both have T1, so when we both lived with our parents our fridge would be full of insulin. We were both on the same, so we would just unpack the boxes and just use whatever was oldest. Eventually I realize I haven’t seen a package with my name on it for a while… Called Byram and found out my prescription had expired, and instead of telling me or my doctor they just stopped it all. :upside_down_face: It had been almost a year! Luckily I had a cushion and my brother’s supply too, but I was so angry. I’ve had fine experiences with Byram since then. But I pay a lot closer attention to delivery frequency after that.