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E H.

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Experience: Baby & Kids

Member since October 2016

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1 Review by E

11/3/16
YummyMummy has terrible customer service. It took me two WEEKS to get my hospital grade rental pump from the point of initially requesting it via their website due to them not returning phone calls, not replying to me, and them not being up-front about insurance code wording. After I submitted my information via their website, I assumed that the pump would be en route to me. WRONG! I did not hear back from YummyMummy for a couple of days, and then it was only with a reply of, "Please contact our service center at 1-800 number on Tuesday between 8 and 5 EST". What ensued was a long process of back and forth between the Yummy Mummy and my doctor's office to try to get the rental approved with the correct insurance coding. Yummy Mummy initially refused to contact my doctor's office with the correct insurance code, and only did so after I had made a couple of phonecalls to the doctor's office and the prescription had been submitted TWICE! This added even more delays to the process. The delays were inexcusable, and they provided no compensation when I complained. Originally, the CEO offered a store gift card to me, but then she never sent it, and instead sent me an e-mail apologizing, but basically making excuses for all of the delays and issues that I faced in getting my pump. Ultimately, she placed the blame on me. It should be noted that this company only responds if you contact them on TUESDAYS at their call center, between 8-5, EST. If you forget to call them between these hours on TUESDAY, you are out of luck in getting them to respond to your request for a pump! What kind of outfit runs a business like that? Also, after I sent in the request via their website, I assumed that my request had been processed, and that the pump was on its way, but no, there were several hoops that I had to jump through. This company needs to clearly outline the process of getting a rental pump; needs to clarify the exact insurance coding which needs to be used on the prescription, and needs to be available to work with mothers over the weekend and on holidays so that there are no long delays over holiday weekends in trying to get a pump. Further, this company needs to contact the doctor's office immediately when they receive a prescription, and let them know why certain insurance codes won't be accepted, and which ones will. Mothers should not have to wait WEEKS to get a hospital grade rental pump when both they and their babies are suffering from low supply! In a matter of days, a mother's milk supply can dry up, and often babies are facing critical weight-gain issues. Failure to thrive can happen very quickly with a newborn, and giving formula from a bottle can further compound supply issues and contribute even further to low supply. I am surprised that a company which does business with mothers who face supply issues and failure to thrive issues in newborns is unaware of how detrimental long delays in getting a pump are to the nursing process.

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