supersapiens.com Reviews 39

My order never arrived, despite numerous emails asking for the order to be fulfilled or to refund my money, no response. A very disappointed Mr Blake. I’m now £200 out of pocket

My order has not arrived but my account was debited.
I have contacted customer service and have lost patience - it has been more than 6 weeks and no progress, this feels like a scam! Since my order is in,
I can't get them to contact me and no way to get them to refund me. Do NOT buy this product!!!

SCAM !
Charged twice with no product shipped and impossible to unsubscribe !

Product purchased as a present for my brother in July 2023.
Arrived and worked fine.
However, for the last 6-months I have been chased by Fedex as they are owed a £40 customs fee (Supersapiens is shipped from US).
I contacted Supersapiens who said that this was a familiar error they were having with the courier/customs, they advised I was not liable to pay and that they would fix from their end.
Unfortunately despite many (at least 5) attempts to contact Supersapiens since I have had no further response and am left with no choice but to fork out the extra charge for fear of prosecution from Fedex.

With this in mind I cannot advise anyone in the UK to order from this company.

I decided to switch to this app from another provider as I was promised better insights about "fuelling", "up-to-minute" info on my blood sugar for training and impacts on sleep.

I was particularly keen because of the advertised integration with Apple Health and Oura Ring. Just so you know, only Apple works well, and you can't have both enabled simultaneously.

My poor experience can be summarised as follows:

Weak Integration with Apple Health while Oura Ring is unworkable: Apart from being unable to get the Oura Ring to synchronise its events with the app, when I switched back to Apple Health, I discovered some workouts did not sync.

The app is difficult to use and buggy: The app has crashed twice in a week and lost, albeit temporary, contact with the sensor. When entering food #tags in my manual meal updates, it frequently requires several tries.

SuperSapiens gives limited insights about food and its impact on glucose other than the percentage of time in a range, which is arbitrary as the user sets the time window for analysis. There is no scoring system for meals, unlike workouts (when they sync).

Support could be faster and better: I have had a ticket open since Dec 1 and had two responses Dec 2 and then Dec 7. The most recent response implies that my previous responses have not been heeded.

Exasperated, I had a call on Dec 7 with one of their sales team who assured me that I would get a refund. I requested a refund that, but I am still waiting it.

They replied to my ticket just saying they are working on it.

Overall, SuperSapiens could be more developed - they are fast to sell but poor to support, very slow to refund if at all.

Avoid.

Wish I had read these reviews before purchasing...

Signed up for a month, used first biosensor - meant to be for 14 days but stopped working after 5 days - Phil at Supersapiens said they would get Libre to replace then just ignored emails (same pattern with everyone else). Complete scam.

Am actually training in nutrition and am ensuring those in the industry are aware of this!

Help for others - I have blocked any further payments via credit card and they are also reclaiming the money back on my behalf.

Supersapiens fail to take accountability for the service they offer.

Firstly, I keep getting charged customs charges in the UK, when these should be picked up by Supersapiens.

Secondly, when the sensors fail (which they will occasionally) supersapiens fail to take accountability for their products.

SuperSapien refuse to have any dealings with the failure and point you to abbot.

Great product, but absolutely rubbish customer services. The need to understand a subscription is more than the software.

The device worked fine in general. But after 3 days I got pains in my arm and contacted the customer service. That is where it went south… Delayed responses, explaining the problem several times and then no responses for days. I had to take off the first sensor because it was hurting still. The second sensor was useless (no pain this time) after a week because it didn‘t last on my skin even though I placed it accordingly. I stopped using it.
So, a lot of money and hassle for mediocre insights. And a really, really bad customer service…

I ordered the product despite the abysmal reviews after receiving the promotional offer of one free sensor.
I wanted to try the Product and other companies offering the same service were more expensive or not available in Germany.
I had a number of interaction points with their service team. And I received a response after every contact on the same day (max. after 2/3h) - And they even Called to check if everything was working

Very similar experience to other reviews. Sensor did not last the full 14 days. After reporting the problem, it was the manufacturer who actually took responsibility to send out a replacement.

A few weeks after receiving the sensors I received an invoice from FedEx for customs duty. I was not made aware of this at the point of subscription and naively assumed that I would be below the threshold for UK duty (£135) given the 150 Euro cost. However, the ‘free’ sensor that was part of my initial subscription was included in the total amount for customs duty, taking the total to 225 Euro.

Nowhere on website to cancel subscription. There is a button in the account section, but clicking this does nothing. After contacting to request cancellation, they were very quick to respond. I’ve had no reply to my question related to customs charges. Like others, although they eventually emailed to confirm subscription cancellation, I still cancelled future payments via the credit card, such was my lack of trust in the company.

Very similar experience to other reviews (I'd wish I'd found them prior to my order)

Sensors either did not link to app or only lasted 3 days of the 14 days.

When I gave them the details of the issues they referred me on to the manufacturer rather than take responsibility.

Nowhere on website to cancel subscription. When they emailed me to confirm subscription cancellation I still cancelled the credit card, such was the lack of faith in the company!

Great idea, poor application,miserable service.

Avoid at all costs!

The app is ok, but not great. Signal is not always strong, my SS stopped after 7 days, and could not get more data out of the sensor. I feel they're charging a premium price for an un finished product

Had 7 Senors - all of them fell off or stopped working before the proposed end of life (14 days).
Support was not able to send a replacement product,...

My experience was in line with most of the other reviews here. The best I got out of a 14 day sensor was 5 days before it failed, the worst was less than 24h. Supersapiens provided two replacements FOC but the Fedex import tax bill arrived on my doormat for £44.57 weeks after the delivery. SS team advised 2 months ago they would pay this and I should ignore, but I've received an overdue notice from Fedex and SS customer service not responding, so I will have to pay this to avoid a debt in my name.

Very poor - avoid.

I ordered a subscription pack which included an extra sensor. So, I paid €150 for this. I wanted to monitor my glucose response to different foods & exercise as my dad was diagnosed as diabetic around my age… what followed was astounding.
1. They sent 3 sensors, but only 2 performance patches..Even after multiple attempts at contacting customer service, requesting additional patches, no response so far…
2. My first sensor failed on day 6… After multiple attempts at contacting customer service, I was now told they will be sending a replacement for my faulty sensor..
3. It took multiple emails to cancel my subscription as they escalated to service manager
3. I now received VAT invoice for £43.96 from FEDEX! I was not told about this by Supersapiens. The VAT is being charged for 3 sensors €225, although I only paid €150…

Please avoid this company like plague!

Supersapiens charge you VAT but keep the cash and you get billed and forced to pay VAT again plus service surcharges by Fedex.

Additionally the same awful app quality as that of the sensors manufacturer (Abbott Libre Sense) who today removed the UK version of their app from the Apple app store because the Abbott Libresense app stopped working leaving their UK diabetes customers without lifesaving data.

It's on the BBC website.

Like other users in the UK, if this is a discretionary item for you I would abandon Supersapiens and Abbott Libresense and adapt to using an alternative CGM such as Dexcom.

Once you understand the data the glitter that supersapiens is rolled in is of little benefit.

Supersapiens have abandoned their UK customers for a 20% of extra cash.

Why use Abbott Libresense and Supersapiens and pay twice for VAT just to receive poor quality sensors and a very poorly supported app.

I tolerate most technology related issues but when it comes to poor financial efficacy my trust in the integrity and intentions of a company evaporates.

Don't bother with this company, especially if UK based.

I ordered a subscription from them to try it for a month, VAT was included in the order, however, I'm now being bombarded with threats from FedEx saying that I'm responsible for the VAT on the order.

I've contacted supersapiens 3 times, giving them a week to respond each time and I'm just being ignored.

FedEx don't respond to emails and their online forms are useless so may end up paying an additional £50 for something that is already very highly priced.

Unless you're going for podiums or have a need to monitor your blood sugar more closely, it's just not worth the hassle.

Really bad customer service and product!

1. I order the sensors that were super expensive end January
2. I received 2 beginning/mid March where one was broken
3. I have to have discussions about receiving a substitute and it would take 3 weeks
4. after 3 weeks still nothing. Again I contact customer service who explained I am second tier priority as „I am not a customer“ and basically I should be thankful that I even get a substitute. After again writing my standpoint I get promised to be sent one.
5. It is beginning of July, I get 1 sensor. And that 1 sensor is EXPIRED!!!! So you can’t even use it!

This is so disappointing and honestly very sad! What’s wrong? Why do I receive an expired sensor? Why do I receive a substitute months afterwards just to throw it away because it’s expired?

Spare yourself and go elsewhere please! This company is bad!

I really wanted supersapiens sensors/app to work to help me with my training. It's said that both sensors failed on Day 4; they are supposed to last 14 days. The cancellation option does not exist in the app or website. Good idea but bad tech and customer service(probably down to poor sensors)

When I first got in touch with Supersapiens communication was great. I was dealing with Matt directly as I was trialling the sensors for myself and my partner who is an athlete.

We had some issues with my partners sensors - twice the sensors failed to work both after 3 days which was incredibly frustrating. When I reached out to Matt we were sent two new ones which failed again... (having now read the reviews, it seems that this is a common theme??). At this point I was starting to lose faith in quality of the sensors so I emailed Matt letting him know. Since then I have emailed another 3 times and have heard nothing. Not even an acknowledgment of the emails.

I appreciate that everyone is busy but this service is incredibly unprofessional.

Unfortunately due to this experience I would not recommend Supersapiens.