tandemdiabetes.com Reviews 118

I have never experienced this poor customer service in my life. I needed a rush order and was misinformed by the customer service agent on what was the best method for expedited shipping. I called back a few days later after my order has still not arrived and was hung up on by the agent, who blamed me for this issue. When it comes to medical supplies, provide a better level of support.

Tandem has a fairly good product, however their customer service is awful and uncaring. I had an issue a few months back. Fairly simple thing. They stated they would replace the product that was problematic and wanted me to send the malfunctioning product back. I received one email from them asking for their product back but was never sent anything. So, I called, and they said they would make it right and never did. Whatever. Just a sign of how they deal with customer issues.

I had a Tandem tSlim X2 insulin pump and it failed. Called Tandem and the support person confirmed the pump failed---repeated Error Code cartridge would not seat and deliver insulin to pump. How sweet! Tandem sent me a refurbished pump and it could not even be charged...it was 'DOA' or Dead on Arrival. They must not have any quality control Whoever heard of shipping out an important medical device without checking to see if it works?
The original pump, still under warranty, suddenly failed by stopping all insulin delivery without warning. Lost several cartridges trying to satisfy the Error Code 20 warning to replace the cartridge. This wasn’t just an inconvenience—it was a potentially life-threatening malfunction. I promptly contacted Tandem’s customer support, and they arranged to send a replacement. But what followed was an even more disheartening turn: the replacement pump was entirely nonfunctional out of the box. It would not work at all and could not even be charged.
Two consecutive failures, particularly for a device entrusted with sustaining life, raise serious concerns about quality control, reliability, and patient safety. I expected Tandem to offer equipment I could trust; instead, I was left scrambling to preserve my health and manage a crisis that should never have occurred.
When we use devices like this, we’re not asking for luxury or convenience—we’re asking for a lifeline. Tandem, in this case, did not deliver.

I really liked the Tandem insulin pump when it worked...before failure. I did not like getting a dead replacement pump Not much excuse for that.

UPDATE I tried my son's Tandem USB cable and it worked to charge the replacement pump The Tandem cable I had worked on my old pump but would not work on the Tandem replacement pump One of life's mysteries

Called the support line got a person who acted like they didn’t know anything about pumps. Call lasted 50 minutes without fixing the problem told me I’d have to wait for someone to call me back the next day at 330 I also feel like their supplies have cheapened not working keep getting an occlusion error have to change sets until finally the third set started working.

On top of all the complaints that others have already left, who ever decided that "you have to pump at least 10 units before stopping" needed to be programmed into the device should no longer be allowed to make company decisions.

How are you guys going to make Metronic look good?

My T-slim pump malfunctioned on a Thursday. I called Tandem Support and they told me it was a non-renewable error and the pump needed to be replaced. The pump is less than 1 year old. They confirmed my shipping information and told me it would be overnighted via FedEx and I would receive it on Friday. It did not arrive, so I called Tandem again. They said there was an error on their end and I won't receive it until Monday. I asked why I did not receive a message explaining the delay? No response, just more apologies.
When my Medtronic pump failed, the replacement arrived the next day as promised.

I had issues with insurance using a pod device. I had used the Tandem in the past and insurance approved it for me to go back. I contacted Tandem and they began working with my doctor. It was a very easy process and with in 1 1/2 weeks the pump and 90 days of supplies were delivered to my door. I use the T:slim X2 with IQ technology, tru steel infusion sets, along with Dexcom G7. After less than two weeks I checked this morning and my last 24 hours I have been in target range 100%. My target range is 70-149. This is a first for me ever with any product. It is amazing to see the technology at work on my app graph and the unit responding to blood sugar trends. It is making changes to prevent highs and lows. I am truly amazed. The IQ technology and auto bolus are not hype. I am thrilled. I cannot wait for my doctor to see my progress. My GMI percentage has dropped 1 full point in 1 1/2 weeks along with a substantial drop in my average glucose reading. Everyone I spoke with at Tandem were friendly and helpful. Easy for me to give 5 stars.

The infusion sets are getting cheaper and cheaper, the tubing is rougher catching on internal edges when unravelling to deploy before cocking or on the center piece taking it off of the needle/cannula rendering the set useless. Customer service says they know how everything works but have never used the device themselves so explaining the issue turns into a nightmare. I have had to replace many sets over the 5+ years I have worn a Tandem. They just don't care and actually used the excuse of "well we don't make the sets". I had used an Omnipod previously and considering whether to ditch Tandem altogether.

Not Trustworthy company. I have type one and their pump was faulty while I am on vacation. They promised to overnight me a new one since I am leaving this location on Sunday. This was on Friday morning. I now find out on Saturday afternoon that the new pump will not be here until Monday afternoon. That means over 3 days with having to give myself constant injections and costing me a ton of money in hotels since I cannot leave. I had Medtronic for more than before and they always had years and every time there was problem they had a new pump to me within 6-12 hours. I got more help from FedEx than Tandem who said I should just wait until Monday and offered no additional help.

I have been with Tandem for over 12 years. The customer service, help, call back, rep help, shipping supplies times- have all dropped down to 0.
I used to think Tandem cared and I loved this company and recommended them all the time to friends/ friends of friends with kids who were diabetic. Older folks that got type 1 after COVID, etc. Since 2024 I think they are just out to make your life harder being a diabetic.
Once customer service rep asked me to prove my 400’s and high sugars over 3-4 days as they couldn’t send me supplies that had defective bending cannulas in my body when inserted. They have no idea how terrible you feel in 3 hours o high sugars. A screenshot of my pump readings that only read 24 hours was not enough.
Supplies are always delayed. Expect 3 weeks not 10 days as they say. their expedited shipping which they charge you for takes 3 whole days to process before its shipped out. 3 - 5 more days to receive it
The cost of their supplies is high and has never been been covered by any insurance.
They promise to call back but never do. I. The last 7 days I’ve called 2x for a team expert to get back to me and no one has. For a company that makes their money off ‘helping diabetics’ they are terrible at helping. I can see why their publicly traded stocks have been tanking for a year.
FYI just tried the tandem Mobi. Amazing job making it smaller. In the 3 month trial period the charger has already stopped working, and the Mobi won’t turn on. Thank gosh my TSlim X2 hasn’t been returned yet, hopefully they won’t penalize me for not returning the old pump. It didn’t sound too good when I was on the phone with them today.

Tandem I know you tell me the calls are recorded every time, and refuse to share the call with me- Please actually listen to the calls.

Review readers if you get on the phone with them please record it for yourself and mention it to the person you’re talking to that you will be recording the conversation.

Guys, dont let the #jonasbrothers AD with Tandem Diabetes fool you! We don’t get the same treatment as a celebrity type 1 diabetic.

The pump itself controls my levels quite well and seems quite intuitive. Unfortunately, because I’m on quite a lot of insulin I run out of cannulas and infusion sets before they think I ‘should’ and they’ve suddenly decided I’m not allowed any more. The member of staff I spoke to couldn’t care less and was dismissive and unhelpful. Which is a shame, because they were great when my pump broke recently, and sorted it really quickly.

If I could give them 0 stars then I would. I’m currently pregnant and my pump stopped holding a charge! Of course it was out of warranty then so my doctor put an urgent order in for a new pump. The order was placed 12/31. I called on 1/3 to check on the status and I was told they never received anything. I even have the letter in my chart so that was frustrating. I called my doctor back and they put in a new request. I had to call them back again today, 1/10, only for someone to let me know they are working on it now. So no one was working on my urgent referral for a week and a half? Absolutely insane.

I've had my tandem pump for a year and a half. Before I was using medtronic. Never had malfunctions with medtronic but I did not like how my bloodsugars ran. So i wanted to try tandem. I run great on this pump but I recently had a malfunction error out of no where with tandem. I had to call customer service and they sent me a new one the next day. The new pump they gave me already is malfunctioning as I just started it. A cartridge error. It keeps saying replace cartridges. I called and I have to send this one back. Also I am 8 months pregnant and my bloodsugars are running horrible. I'm not using these pumps anymore and going on the Omnipod after all of this.

TSlim x2 brand new OOTB displayed a malfunction code 0x20C9. Initial CSR was working from home and she was shuffling papers and engaging with either children or pets - that was unprofessional and insulting. I'm a customer with a failed brand new 5000.00 insulin pump that supplies my body with insulin, not someone calling to set the date and time. I called back and spoke to Brian who got the replacement pump sent immediately. When I called to get this (the failed from the box) replacement pump ordered the CSR was very slow and unconcerned to the point she had to be told to initiate the replacement process and was acting in a passive agressive/sarcastic manner.

I have a T:Slim 2. The algorithm is clunky, not allowing you to tailor to things like the length of time insulin is active, or what blood sugar level you want to target (below 7). It makes adjustments to insulin based on how recently you last entered insulin - a stupid step when you are eating at a buffet, for example. I also received emails offering software updates, but the instructions were not correct and so not one of the updates would work. Tandem did not reply to questions asking for explanations.

The T-slim x2 works great. Only one real complaint with the CGM side of things, even if it's not going to bolus for a low blood sugar, it would be nice to be able to tell it you ate something, that way it doesn't assume you didn't when your blood sugar goes the other way and the next day it corrects for the higher blood sugar,making you go low again.

I have a tandem t slim 2 and I really like it.
G7. This morning at 4 am my newly installed sensor a few hours earlier had been replaced and codes paired in pump and clarity. I replaced the sensor and I had problems with codes not being entered correctly and a few other things.the codes were correct.
To make a long story short I called customer support and was fortunate to have Adam assist me. He was very patient and kind. I am a senior and felt badly. He said he would help and in 25 minutes I was reset and my glucose reading was on the screen and insulin delivery resumed. Awesome. Adam you are a fine young man and I appreciate your understanding more than you will ever know. All the best You made my evening brighter.

Unacceptable.
Phone wait times have drastically increased to the point it's clear they have grave internal problems and shoddy customer service investment.
The G7 is abysmal. Only positive is very quick set-up times, but a wide range of other problems (out of range, no code, off the scale readings etc) renders this device beatable by all else on the market. I want out!

This company and its associates that are supposed to help patients in the field do NOT provide support at all.

My pump started having issues about a month ago with the battery not holding a charge very easily. I would charge it to 100%, but when it would reach 50% or so it would quickly drop down to 10 or 15% and then sometimes from that 10 or 15% down to 1-5% before shutting off. Then I have to reintroduce the cartridge as well as prime the tubing, which wastes a minimum of 10 units because you have to prime the tubing even though it doesn't need to be done again. The latest issue is last week I got a few errors stating my cartridge needed replaced; finally the 4th time I tried it accepted the cartridge. My pump is under warranty until 2026, but tandem does everything they can to not honor that warranty. I spent 20 minutes answering questions such as "did your sugar goes high during that time?" Of course it went high since my pump wasn't working to give me insulin. How high did your sugar go. It just read "high" because it was over 500. What did you do when it read that high? I have myself insulin. Stupid questions to frustrate the patient so the patient gives up talking to them because a brick wall would understand better than tandem customer service. I really want nothing to do with this company anymore. I'm hoping Omnipod will be able to help me leave this horrible company, Tandem. My advice to anyone reading this is to avoid Tandem and use Omnipod. I say that without ever using Omnipod, but they have to have better customer support than Tandem!