tandemdiabetes.com Reviews 117

This is my second pump from them on the NHS. Both were the t:slim X2 insulin pump and I am now on the G7 Sensor. First off, the pump and G7 bluetooth connection is a bigger joke than that on the mobile phones. If it doesn't have perfectly clear line of sight for connecting forget it. Mine keeps losing connection so often, it's unreliable as a test for my Blood Sugar level. It can be sat in my bra at night, right next to the arm with the G7 on and keep dropping its connection. I recently had an email saying that certain cannulas, the ones I use coincidently, are unable to be provided and have moved me onto one choice only. A case of do or go without, or so it feels. They also changed the supplier of the consumables and their distributer. Before it was Dpd, now it is Ups. Their first delivery to me and I am not impressed. They tried once and left a card. I tried to access my account online and couldn't. I have their app but that said the number on the card they left wasn't recognised. I somehow managed to get access to a recording about my parcel that said it had been collected from an access point by.........It cut off without giving any name or further information. I then tried ringing the number on the card. First time, I was on hold for a few minutes and then............Nothing, I was cut off with no explanation. I tried again and after a good few minutes wait I finally got to talk to someone. He managed to inform me that my package was redirected to an access point for me to pick up. I asked if that was the norm for them? one try at delivery and then get the customer to do their job for them. Would I get another Tandem Diabetes pump? Nope, no way Jose.

My experience with this service was disappointing. I encountered several issues that made it difficult to rely on, and getting assistance when problems arose was frustrating. Communication was slower than expected, and the solutions provided did not fully address my concerns.

For a service that plays such an important role, I expected better reliability, clearer support, and a smoother overall experience. Based on my experience, there is significant room for improvement.

I wish I could give this place zero stars. I was chatting w/ a dear friend tonight. She told me Tandem Diabetes Care (TDC) charged her ~$650 for a three-month supply insulin infusion set (IIS)... she found out later from her insurance company she should have only been charged $22 for the set; insurance urged her to contact TDC immediately for her $600 refund. She has called TDC a few times and still has yet to receive her refund.

After using TruSteel for many years, I had to use Autosoft because of the global shortage. The first think I noticed is the really poor design making me loose a lot of insulin by always have to fill a long tube. I was using 32in tubing with TruSteel because the Dexcom sensor signal is really bad and I have to move my pump from side to side on every site change. Autosoft offers 23 and 43in tubes. I ordered 43in thinking 23in would be too short, but with the poor design, I had to lose 18 insulin units only to get the tube filled. And since there's no way of changing only the needle part, I'll have to lose the same quantity on every site change!! I may use the 23in tubing , but I would still lose 8-10 units everytime. Do they understand that insulin is actually the only important part of the whole process and that everything else is simply optional helping stuff? For me, 10 units of insulin is what I need for my basal in a 12h period. As soon as TruSteel gets back, I'm not gonna buy this brand again.

Worst pump I've ever had. Can't silence the alarms, trying to reorder supplies is a joke, 1 out of 3 infusion sets actually works, and the AI is infuriatingly incompetent. My blood sugar is either rising above 300 or dropping below 40, never just in range. I had to buy 3 boxes of sites off a third party site, in my 28 years of being a type 1 diabetic I've NEVER had to buy supplies out of pocket, nevermind three separate occasions. I'm sick of pouring time, money, and energy I do not have into something that shouldn't be a problem in the first place.

Software update leaves you hanging. This is my life in the balance don't make me google to figure out how to get my pump working again after update.

I really like my Tandem T:slimX2 pump and the control IQ algorithm. My pump failed in January of 2026 and was still under warranty. They shipped me a new one. I thought that would reset the warranty, but it did not. I could not purchase an extended warranty. They want me to purchase a new pump when the replacement works just fine. Now in May of 2026, I find the pump is 3 days out of warranty. I wanted to update the version so it would be compatible with Dexcom 7 15 day sensor, but of course my pump version is 7.10.2 when 7.10.4 is needed. I cannot update the software since out of warranty. REALLY? VERY BAD BUSINESS. If you are considering doing business with this company, please know this upfront. They make you buy another pump for software updates even if you pump is a newly replaced based on original pump that has failed. I guess it's all about making money.

Our 7-year-old daughter has been using her Tandem pump without a single issue for 4 years—it's truly been a lifesaver. When it suddenly wouldn’t charge late Friday night, I panicked and called support at 9:20pm. The representative was incredibly kind and knowledgeable, and when our call got disconnected, she immediately called me back, which meant so much in that moment.

What happened next blew me away: a brand-new pump was delivered in under 2 hours. The delivery driver even called me twice around 11:30pm to make sure I got the package, standing out in heavy rain just to ensure we received it.

Not only is the Tandem pump an essential part of our daughter’s care, but the level of customer service we experienced was beyond exceptional—something I haven’t seen from any company in years. Thank you so much!

Shame on you. You should NOT be distributing the ultrasoft 90, it does not work, it's failure rate is dangerously high and I have had the worst readings of my life while using it. It is so demoralising and I resent your atitutde of milking diabetics so that you can fill your coffers. Make a viable product, or simply bow out and let someone else develop it.

Ohh! My gosh!, Who is running this company!, Scary!. I imagine that the same frustration as a customer, it will be as a staff who works at this company. It's very frustrating to reach a customer representative that can answer your questions in less than 3 hours in the queue. What is going on? How a company can survive like this, is out of my mind! I'm speechless!, I'm trying to be polite! I will give them the last try!, If not, I will be going back to the competition. I feel sorry for the employees!

A few things they forgot to tell you. One is after your insurance pays for the pump, you will end up renting their product for 79 dollars a month??????? If you stop using it they will NOT refund your money for thousands of dollars in supply left over. After 30 days you are stuck. As far as their support there isn't any because they have no idea how the product really works. What ever you do >>> DO NOT GIVE THEM YOUR CREDIT CARD NUMBER. If they screw up and charge you wrong the only way to get your refund is to file fraud charges. When you no longer want their product or service plan on getting threaten by their support. Bottom line is they could really care less other than where is their money.Biggest thing is they are WAY over priced on their meter and products.5000.00 for a meter and supply in this day and time is unreal, but if you like it just bend over and ask for another because they have they part down pat.

About every 3 months for the last 6 months they will tell me my insurance is not active. Thing is , it’s been active and is paid for , but it’s been without fail. I know they are telling me a lie each time. I use my health insurance for other health issues, never have had a problem. They also have went down to only two insulin site options. T-sure sites, they won’t be supplied for 2026 and for the foreseeable future. Which is frustrating. Dexcom and tandem combo helped my blood sugar, but I don’t know who tandem sold out too? But , your quality went down. Your customer service tonight , it left me in tears. She kept angrily sighing to the point I cried uncontrollably. I never wanted type 1 diabetes. And your service left me wishing the worse for me. I should have stayed with Medtronic, they actually cared.

I called this company looking for information about their products. The person I talk to was completely un knowledgeable. Been waiting almost 2 weeks for a return call. Nothing yet. Typical Company just cares about selling products and that’s it .Just making 💰 money 💰 and profit could careless about the well-being of their patients typical Company hirers people that are not remotely qualified for the job first off second off they do not even care about you. One bit never get back to you. That tells you everything about this company. Only thing this company cares about is profit and money and that’s it. That’s why they have the score that they have on reviews on Trust pilot

Being a pump wearing Type 1 diabetic since 1988 (almost 40 years!) I just changed ro Tandem Tslim pump 1 yr. ago after 37 yrs on Minimed/Medtronic. I have LOVED the Control IQ feature/functionality and it has caused moderately better A1C values. This is why I even give it 2 stars. However, two terrible things with Tandem (1) the pump loses contact with my CGM sensor (Dexcom G7) continously even when it is worn within 18 inches of pump-to-sensor. Totally unacceptable. And then (2) Tandem's customer and clinical service is woefully inadequate as compared to Medtronic. Medtronic has the BEST most exemplary clinical support I've ever experienced in my 38yrs of wearing an insulin pump. Tandem is painfully average at best and well below average at worst. Tandem's support is staffed by people who read scripts to you regarding the company's position on things with no clear empathy or understanding of the real issues you're experiencing. Not ideal for managing Type 1 diabetes and, after 1 year on Tandem, I so regret the switch from Medtronic.

I am really surprised by all the negative reviews for Tandem. I’ve always had great customer service and the pump has literally saved my life. I just had a great experience with technical support. I thought I was going to have to ship my pump back after a malfunction, but they were able to fix it over the phone (because I just happened to have the latest software update). Being a diabetic is always stressful, but Tandem has made my life so much better. It’s a company I trust.

The pump and app are terrible! I need to run my blood sugar higher than is usual. I aim for 7 to 8 mmol/L. The pump has a fixed target of 6.1 so it is constantly trying to lower my blood sugar and I am constantly fighting it for higher blood sugar. The insulin duration is set to 5 hours. My insulin is gone in about 3.5 hours. This means that when it calculates my bolus it assumes I have some insulin on board which I don't. Thus all my insulin boluses that are calculated by the pump are incorrect. The app will not allow you to cancel the incessant.beeps and Buzz's from the pump (which you can't turn off) so you have to dig the pump out to cancel. The app doesn't allow split or extended boluses. It is not fit for purpose. Oh, I nearly forgot, it frequently looses connection to the pump and you have to go into settings on your phone, force stop the app then start again to reconnect. Plus, the app kills the phone battery. My phone reports that over 50% of it's battery power is used by the app.
Tandem need to go away and redesign the product so that it's fit to sell. I am due a new pump in the next year or so and it won't be a Tandem.

I have been diabetic for 32 yrs, and on a pump for 20 years. My bad review is strictly based on the fact that my tandem pump malfunctioned on Tuesday night, and I can’t charge it, so it’s completely dead. I immediately called the company but I apparently missed the window of having the pump shipped out that night, by 20 minutes. The cutoff is 7pm pacific time. You would think they would make an exception for this type of situation. Anyway, they told me it would be shipped out Wednesday, and shipped overnight. I called them Wednesday when I didn’t receive a tracking number, that they stated I would be receiving. On my second call, later that day, they told me that the order wouldn’t go out until Wednesday at 7pm, when all their shipments go out. It is now Thursday, and I still don’t have a tracking number! They have no sense of urgency! I have needles at home from 20 years ago, before I was on a pump, but if I didn’t, I would have needed to go to the hospital. Also it is much more difficult to control your blood sugar when you only have short acting insulin. I’ve been having to give myself about 10 shots a day.
I didn’t have an issue with the pump itself, although it does take awhile to fill, my Medtronic pump was better in that aspect, but I left Medtronic because I didn’t like their early versions of the CGM. I love Dexcom. But I have to say that Medtronic was great when I had an issue with one of their pumps, I had a new pump early the next morning.
Once again, I am so disappointed in Tandem regarding this, and for me this is a deal breaker. I will be looking for a new company when this pump is off warranty.

Tandem Infusion sets are the WORST!! I NEVER get 2 days worth of usage. I get OCCLUSIONS EVERY 4 seconds!!! I've had 2 OCCLUSIONS within 8 hours and using 2 different infusion sets. What a waste of my money AND the amount of insulin I waste priming & dealing with high blood sugars that NEVER should have happened. My blood sugars used to be good. TANDEM IS A NIGHTMARE! I'm waiting for the 7 day infusion sets & hoping it will give me more hope with T products!!.
I'm ready to go back on shots with the way Tandem infusions have not worked & I've been on an insulin pump since 1992. This is unacceptable!!!
This rating asked for the date experience. I've called TANDEM 27 plus times since August. So it is an almost everyday nightmare/experience. I don't call customer service evrry time because you are on the phone for over an hour. Waste of MY time and my money!!

Please be very carful with the T-Slims. And the Tandem app. POOR connection issues, alerts will not sound, constance glitches, and customer service is an absolute joke. Not sure which one cause this the app or the pump, but my pump decided to give me 20 units of insulin. So me and my kitchen became real good friend real quick. Called Tandem and the told me that I did it on purpose and they would not help me.

Seeing as Ive been unable to even order a pump bc their customer service has been horrible, I will not be going with a Tandem pump. I think my experience so far tells me all I need to know. I can’t even speak with a rep who know what they are doing and no one calls you back. I told them my pharmacy insurance (not my medical) will cover everything and they insisted it was going to be over $1,500 and wanted to take my payment right away. I spoke with my insurance right after and was told I shouldn’t be paying anything. It’s 100% covered. What a scam.