Just terrible
Medical device suppliers should not need a two weeks to process and ship a reorder of items that I’ve been getting from them for over six months.
Every month it’s the same process. Log in to the app, at which point the items are only available for refill thirty days after the last refill. After you reorder your supplies, it can take up to two weeks for you to receive the supplies. Here’s the math: I need three Dexcom sensors every month (one every ten days), let’s say I order them on the first of the month. I won’t get them for two weeks after my last sensor expires. Thank god my doctors office has a supply of samples and I’ve needed to ask them to help me out for the past three months.
No excuses when speaking to customer service. No help either.
I am using a supplier now that ships me a ninety day supply. I just had my first reorder from them. They had the order processed, shipped and delivered in two days, all done a week before my sensor expired!!! No longer anxiously waiting for my supplies!!!
Every month it’s the same process. Log in to the app, at which point the items are only available for refill thirty days after the last refill. After you reorder your supplies, it can take up to two weeks for you to receive the supplies. Here’s the math: I need three Dexcom sensors every month (one every ten days), let’s say I order them on the first of the month. I won’t get them for two weeks after my last sensor expires. Thank god my doctors office has a supply of samples and I’ve needed to ask them to help me out for the past three months.
No excuses when speaking to customer service. No help either.
I am using a supplier now that ships me a ninety day supply. I just had my first reorder from them. They had the order processed, shipped and delivered in two days, all done a week before my sensor expired!!! No longer anxiously waiting for my supplies!!!
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What’s the use?
Why bother with this app for ordering when it’s not possible to do so! It shows you the date when you can order your supplies and you get to that date and it added more days to your wait time, why? That makes no sense! But yet you will hound me to death via phone calls or texts to order …do better fix your app
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Terrible UX
Who developed the UX for this app? Helen Keller? The minimal complexity only serves to shine a massive light on how terrible it is.
If you actually paid an outside company to develop, please begin to question your judgement and consider a new career. Also, how many rounds of review by leadership did it go through before being deployed? I shudder to think how awful the previous iterations were.
My favorite feature is receiving a push notification “It’s time to place your order”. Narrator: “It was, in fact, not time to place your order”.
For the love of all that’s holy, please hire outside experts to stand this up in a way that each session experience isn’t predictably rage-inducing.
If you actually paid an outside company to develop, please begin to question your judgement and consider a new career. Also, how many rounds of review by leadership did it go through before being deployed? I shudder to think how awful the previous iterations were.
My favorite feature is receiving a push notification “It’s time to place your order”. Narrator: “It was, in fact, not time to place your order”.
For the love of all that’s holy, please hire outside experts to stand this up in a way that each session experience isn’t predictably rage-inducing.
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Trace functionality
Trace is fine with me. I don’t need all the bells and whistles of Plus. What gets me is I get text messages from SOLARA to reorder yet Trace says I am not yet eligible for a reorder. If I would just get a text message telling me to reorder, I would respond yes and that would be enough. I would not need Trace or Plus. One method. Period.
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Reorder
Reorder process was simple but when app stated “use credit card on file for payment “; it doesn’t show last 4 of credit card on file that would allow me to verify that it’s a card with money available.
Not user friendly
Ordering supplies isn’t easy. The site isn’t user friendly. The questions are confusing as you select the item from what is available, but then the question asks if you give permission to send all that is available. We don’t need all that is available but only certain items. Also, we can’t see what you have on file for billing. We are still waiting for disability to be approved so funds are tight. I need to be able to select how to pay our portion.
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Terrible App
If a company doesn’t invest in having tools to make it easier and better for their customers to purchase from them it means they don’t care. This is a clear sign that their all about making money without thinking about what’s important, which is retaining customers. Something else is that they don’t have customer service on weekends or after normal business hours. I received a wrong shipment of my medical device on a Saturday and wasn’t able to get any help.
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Updated review
We haven’t found a replacement diabetes supplier so continue with Solara. We got new insurance and physician and I updated through the app. When a representative called to remind me to put through an order he didn’t have the current insurance. I’m thankful to not have put through the order on the app since the insurance update did not go through. My update on new physician also did not go through. Then the representative had little to no knowledge of what supplies are available. I still am not able to get my son the longer tubing that we have requested for over a year.
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Terrible
I have gone round and round with SOLARA trying to get my Dexcom supplies. They seem to be using a total “at home” customer service business model that is totally failing me. Customer service reps are uninformed and every time I have to deal with them they seem to be flying by the seat of their pants. Severely unprofessional. I am searching for another supplier. I cringe every time I order my supplies because I know I’ll have to deal with SO-SORRY-LARA
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Very disappointed in Solara
I have never seen such disorganization. When you are type 1 diabetic and cannot have your supplies shipped on time when they were ordered over 1 month ago, it’s very difficult!! I will be changing DME companies if at all possible. I’ve used Solara for almost 4 years and the last year I have not been happy with them.
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Easy Peasy Ordering
This app ‘Trace’ has proven to be the easiest method of ordering supplies, ever. No waiting on the telephone for someone to place an order, no trying to understand a person where English is not his/her native language, no scrolling through computer screens looking for what you need, then searching for the right place to ‘click’, then another page to review your Order, then another page to confirm the order. This app is so user friendly it’s almost too good to be true. Bravo to whomever designed this app and thank you from an old lady struggling to keep up with technology.
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I cannot overstate how much better this is than their phone line
The app is easy I haven’t refilled my script in almost 6 months because I hate the phone line that much
Not thrilled
I’ve had the app for over a year I think. And have not been able to use it once. I have spoken with customer support and been able to get in and out finally. The app tells me it’s time for me to re-order and then will not allow me to. I always end up calling customer service for prescription refills. And sometimes that is iffy. Currently, I am sitting here waiting for a shipment that both the app and UPS says I received last week. I am 70 years old sitting at home I never received this shipment.
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Using Trace by Solara
Thank you Solara, using is so simple and helps me keep trace of my orders. The software also helps to remind when I need to place my next orders. It has really made life as a diabetic on a pump so much more simple.
ordering made easier
about time -the app is pretty easy to use love the pictures be nice if here was a search feature for items rather than hoibg thru prices high to low etc unless I missed the search function
Notifications need attention
I get notifications saying items in my account are eligible to be ordered. After I log in, I get the notification again with an option to go to My Orders. I click on that only to get an error message. So then I navigate to My Orders and finally get to the screen with items I can order only to receive another notification that there are no items eligible to be ordered at this time. The list does say when items can be shipped which is never accurate. When I come back to place an order on that date I get the ineligible notification again and the date has changed to a few days in the future. It takes about 3 tries to get it right every month. There are supplemental items on the list that I have never been able to successfully order. If I can’t get them, why even have them on the list. What a waste of my time. I wanted the app because waiting for someone to answer the phone takes forever. I’m not sure I’m ahead.
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Order did not complete
I thought that I placed an order a week ago but apparently it did not go through. I applied my last sensor today but it was defective so I now am without any supplied
Shipping time
It seems to take a long time between when I place an order and when it is finally shipped and received by me.
Improved immensely
Ordering through Solara used to be a hassle but in the last six months they have vastly improved by allowing me to re-order supplies three trays. They used to have me call and they put on hold for some period of time but today the experience is very smooth and easy and only takes a couple of minutes. Thanks for the improvements!
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Flakey
App will notify you that it is time to order supplies. Then after you order the supplies, it tells you that you can't order them. The app is however, entertaining. I get a laugh thinking of how much Solaris must have paid for such a useless and ineffective app. Money could have been better spent getting ordered items accually shipped in a timely manner.
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