Reply from Diabetic Buy BackJun 3, 2025
Andrew called us before mailing his supplies to let us know he had 'dinged' supplies. We advised him of our policies, and let him know that if the damages were more than just dings, we would adjust accordingly and he understood. The statement about believing with all his heart we damaged the boxes ourselves is not only baseless, but completely illogical. Why would we purposely damage supplies since damaging either reduces their value or makes them worthless?
There was one box with a 'ring' stain on it, which looks like a cup of some liquid was put on it, spilled, and got stained. We attempted to remove that stain unsuccessfully. We even provided a video to Andrew showing us processing his supplies for full transparency and also showed us attempting to remove the stain. The other boxes had crushed sides, corners or rips which he received photos of and also showed clearly in the video.
Every company in this industry will do the same thing we did. Open his shipping box, assess the condition and adjust accordingly. No company has the incentive to purposely damage anything, why would they? To lose money on purpose? Plus, we already paid for him to ship the supplies to us, so in our case, we also lost money because the supplies were valued less due to their condition, which he claimed were 'dinged'. Dented and crushed corners, stains and rips in the box are not dings, that is damage. A ding is defined as anything less than the size of a dime and is not cut or ripped.
We didn't have a Trustpilot account until a few people that were disappointed with our service decided to leave negative reviews here. Please check the 250+ 4.9 star reviews that we are grateful for on Google My Business for a more accurate reflection of our reputation. Regardless, we appreciate Andrew's business and wish him all the best.
