# Trace by Solara — user reviews > 50 indexed App Store user reviews of Trace by Solara by Solara Medical Supplies, LLC, rated 4.31/5 from 2,650 ratings. - Source: https://appshunter.io/ios/app/trace-by-solara/id1467003529/reviews - App overview in markdown: https://appshunter.io/ios/app/trace-by-solara/id1467003529.md - Rating breakdown: 5★ 1,734 · 4★ 363 · 3★ 139 · 2★ 57 · 1★ 235 ## What do users think of Trace by Solara? Overall sentiment: negative **Pros** - 🚀 Easy ordering process - 📅 Helpful order reminders - 🗓️ Ability to track orders **Cons** - ⏱️ Slow processing and shipping times - 🤖 Unreliable app functionality - 🤔 Lack of transparency in ordering - 🤷‍♀️ Poor customer service - 🧠 Confusing and unintuitive UI **Commonly reported bugs** - Orders not going through on the app - Incorrect order information displayed - Inability to cancel or modify orders **Most requested features** - Search function for items - Ability to select specific items to order - Display of order history and payment details - Real-time order status updates ## Newest reviews (12 of 50) ### 2/5 — Updated review *2021-12-07, version 3.0.0* 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. ### 2/5 — Notifications need attention *2021-03-27, version 3.0.0* 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. ### 4/5 — Shipping time *2021-03-19, version 3.0.0* It seems to take a long time between when I place an order and when it is finally shipped and received by me. ### 2/5 — Prices missing? *2021-03-16, version 3.0.0* Why are prices nowhere to be found anywhere on the site? Also the final copay price should be easy to locate on the order. I’ve even called and your customer service clerk could not tell me the price or how much you were charging to my credit card. WHY NOT??? ### 1/5 — Sub par service through application. *2021-02-19, version 2.9.0* I have used the app to reorder my supplies a handful of times. At least two times I submitted order where it sat in the “order processing” status with no contact from Solora regarding issues with the order. I have had to call to ask for information on the issues to get the order shipped. There is no feedback through the app. It is better to just call the company directly to reorder supplies than to use this app. ### 4/5 — Why all the negative reviews *2021-02-07, version 2.9.0* I’ve been with Solara approximately 2 yrs. Registration was painless. Everytime I called to place an order, wait time minimal, and employees pleasant. My questions, concerns always taken care of. I decided to use the app and order supplies now not having to speak to anyone, nice! An email reminds me to order then another to tell me it was shipped. Process is easy and have had no problems. I took a star away because of the lengthy 5 day delivery time. I was used to Fed Ex overnight or at most 2 days. Thank you M. Cesarz ### 1/5 — Solara is Terrible *2021-01-20, version 2.8.1* I have had to get my diabetic supplies from this company for almost three years. I have had nothing but trouble. No communication, once a human answers the phone they don’t know what they are talking about. Reps always blame the insurance company, never follow through on researching my account. Two reps gave their emails and direct phone extensions, both have ignored my emails and calls. I have had so many orders late that I can’t use either my CGM and insulin pump. They are irresponsible, lack any customer service, never follow through, a terrible company to work with. Don’t use this company! You will regret it!! ### 1/5 — Worst medical supply company *2021-01-19, version 2.8.1* They found the typographical error and promised to send my supplies overnight. It’s been six months and that overnight supply has never arrived. My insurance paid for my pump over a year ago. Now all of a sudden they are charging me for my pump. They refused to send my supplies unless I pay them over $600 for my pump that I have had over a year. They do not answer the phone. You call and hold on for an hour then it goes to voicemail. Voicemail voicemail is never answered. You talk to billing and they found the problem that they have made. They still charge for the error that they made. ### 1/5 — The app is terrible, Solara reps deliberately mislead *2020-12-03, version 2.5.0* Half the time the app doesn’t work at all. When it does, the ordering process is terrible and you end up having to call in your order anyway. I currently have an order I placed SIX weeks ago, and PAID my copay for at that time that STILL has not shipped. Over three weeks ago, two different Solara reps told me it would ship the next day. Every time I call I get different information. No one will return voicemails about a refund of my copay. ### 1/5 — Terrible supply company *2020-11-22, version 2.5.0* For being a medical supply company they sure don’t get the urgency for some people to receive their supplies on time. I’ve used Solara for less than a year and about 4 of my orders have been late. Getting hold of customer service takes forever and they’re not helpful. My last order took 21 days to arrive because supposedly I needed prior authorization from my insurance. When I called my insurance they had not received an inquiry and stated it was already established that I wouldn’t need prior authorization for these supplies. Another time they took over a week to “process” my order so I called to get expedited shipping and they had me pay an additional $30 for overnight shipping - that still took 3 business days! ### 1/5 — DO NOT USE THIS APP - CALL THEM *2020-11-04, version 2.0.1* Put in an order 10/23 through the app and his has been pending for 10 days. Finally called Solara and was told the order did not go through. No apologies! The rep simply said that the app doesn’t always work! It also took two days to get through to a live person. Given that this a medical supply service it borders negligence. They deserve no stars. Will be reporting this experience to the BBB and others. ### 1/5 — Don’t believe in telephones or really any kind of communication at sll *2020-10-12, version 2.0.1* Don’t believe in telephones or human contact. It’s must be sad to work for a company bent on withholding service. They are truly horrible. At least the administration is. When and if you ever reach a human they are usually nice. I suspect,however, that the don’t treat their customers any better than their clients because they are not particularly helpful or efficient either. I’m wondering what can be done. Any ideas?? ## Most critical reviews (10 lowest-rated) ### 1/5 — Just terrible *2022-08-22, version 3.0.0* 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!!! ### 1/5 — What’s the use? *2022-06-20, version 3.0.0* 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 ### 1/5 — Terrible UX *2022-06-03, version 3.0.0* 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. ### 1/5 — Not user friendly *2022-01-13, version 3.0.0* 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. ### 1/5 — Terrible App *2021-12-19, version 3.0.0* 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. ### 1/5 — Terrible *2021-10-15, version 3.0.0* 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 ### 1/5 — Very disappointed in Solara *2021-07-23, version 3.0.0* 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. ### 1/5 — Not thrilled *2021-04-12, version 3.0.0* 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. ### 1/5 — Flakey *2021-03-16, version 3.0.0* 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. ### 1/5 — Garbage app *2021-03-08, version 2.9.0* This app is a steamy pile of crap. Got a notification telling me to reorder supplies NOW. Click on notification which opened the app. Attempted to go through the steps only to get a pop up saying “order can not be created”. “Sorry it’s not possible to create the order because you don’t have any eligible items for now”. Well thanks Solara, it’s good to know that I can wait until the last minute to order my supplies. And we all know how it takes you, about a month to approve and finally ship the stuff out. If I had a penny for every time I heard “oh that’s awaiting approval in the documents dept. then I’d be a rich man. They need to run a tighter ship around there and do some serious overhauling. ## Most praised reviews (10 highest-rated) ### 5/5 — Easy Peasy Ordering *2021-05-08, version 3.0.0* 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. ### 5/5 — I cannot overstate how much better this is than their phone line *2021-04-29, version 3.0.0* The app is easy I haven’t refilled my script in almost 6 months because I hate the phone line that much ### 5/5 — Using Trace by Solara *2021-04-05, version 3.0.0* 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. ### 5/5 — Order did not complete *2021-03-20, version 3.0.0* 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 ### 5/5 — Improved immensely *2021-03-19, version 3.0.0* 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! ### 5/5 — Great company. *2020-09-30, version 2.0.1* Strange how two people can have such different views on a company. Solara was very diligent in helping me get my FreeStyle Libre about a year ago And now of course I get my sensors from them. Every month like clock work I get an email to reorder my sensors. Never had a hiccup no problem getting touch with them. I just downloaded their Trace app so have not had a chance to try it for reordering but I suspect it will provide same great service. The sensors that I just ordered ate shown in the app under orders with all information shown. I highly recommend Solara!! ### 5/5 — Useless *2020-09-14, version 1.3* This app is so terrible. Solara should be ashamed at releasing this. Its so discombobulated it isnt funny. Instead of being easier to order supplies or refills its more difficult and doesn’t have a selection of items to choose from but rather you type in what you need and then when you submit it it still doesn’t get to the ordering department 1/2 the time. If i could give it a zero ⭐️ i would. Right now somehow a refill of items was ordered for me and i did nothing in the app, but nevertheless when i go to the app to see the status of my automatically refilled order, its not even listed!!! Toss this app in the garbage please. It belongs there ### 4/5 — Trace functionality *2022-04-15, version 3.0.0* 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. ### 4/5 — Reorder *2022-03-23, version 3.0.0* 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. ### 4/5 — ordering made easier *2021-03-30, version 3.0.0* 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 --- *Data collected daily from the US App Store and indexed by [AppsHunter](https://appshunter.io/). User reviews are verbatim App Store reviews. Ratings, prices and chart positions refresh continuously; this snapshot is from 2026-06-10.*