Milk Moms — Local services in Andover

I contacted Milk Moms to see if they accepted my insurance to get a breast pump. They did, and the process to submit my prescription and my insurance coverage was easy and fast. That’s the only reason I gave two stars.

Originally, I wanted the Spectra S2, and shared that information with them. I had seen the Willow and Elvie (hands free pumps), but I was a little skeptical about them because of the mixed reviews across multiple sites. The Milk Moms team told me that the Spectra S2 pump was 10 year old technology, and that it was worth considering the newer technology in the Willow and Elvie pumps.

I did my research, and watched a ton of review videos, blogs, and looked at reviews on retail sites where each of the pumps were sold. Eventually I decided I would try the Willow go.

The process to pay for my pump was easy, and it was shipped fast. With my insurance I paid around $190 for my pump out of pocket. From the reviews I read, I knew with this pump there was a learning curve. So, I joined three different Willow pump Facebook groups for trouble shooting to help when I needed it.

In these Facebook groups, I found out Willow has been having trouble keeping their containers in stock. It specifically says on Willows site to switch out your pump parts every three months. I also wanted to purchase the 7oz containers (5oz containers come with it) just in case I am an over producer, and also to minimize leakage if I accidentally bend over to far.

I contacted Milk Moms to ask if they sold these parts. They said no, and told me to look on other retail sites like Amazon, Target, etc. These accessories/parts are sold out everywhere and they have been for awhile.

I contacted Willow about when they think the parts will be back in stock and am awaiting a response, but to cover my bases I asked Milk Moms how to return it if I cannot get these parts easily. I do not want a pump that doesn’t work optimally because I cannot get the parts. They said due to the nature of breast pumps being medical devices, I cannot return it even if it’s in its original packaging and the safety seal has not been broken.

This is very frustrating because on Willow’s actual site it says any unopened Willow pump still in the original packaging can be returned within 60 days. Milk Moms made it sound like, per industry standard, breast pumps (when unopened) cannot be returned yet you have the actual manufacturer saying it can be. It doesn’t make sense.

From my understanding, this out of stock problem has been going on for a while. I tried my best to get all the facts before purchasing to make an educated decision, and now I’m worried that I won’t be able to get the parts I need when I need them. I trusted Milk Moms to help me decide on what pump to use. I realize they’re a business and they need to make money, but I would’ve bought from them whether choosing the Spectra and paying $75 out of pocket or the $190 for the Willow Go. I feel like they should’ve disclosed that Willow has been having problems keeping their accessories/parts in stock, but instead I feel like I was steered in the direction of upgrading from what I originally wanted just for them to make a higher sale.

For those of you considering Milk Moms, make sure you find out all the facts of the pump you’re looking at buying because you can only get one through insurance, and they do not accept returns even when your pump...

I came in with my friend today, she is a first time mom, looking to pick out and buy a breast pump. The insurance and prescription portion of the process was very easy but the lady helping us out today was very rude. She didn’t have clear answers about the pumps and didn’t explain them at all. She only explained ones that were covered by insurance and did not mention any of the other pumps, which was upsetting to my friend being that she’s a younger first time mom and didn’t know the differences between pumps. My friend felt as though she was “dropped” off by the pumps and was supposed to pick one out, with out the proper information. Overall the experience was okay but nothing special to rave over. We both feel that if we were helped by anyone else the experience would’ve been a positive one.

I posted the above information roughly 20 hrs ago and have decided to update my review based upon another experience with Milk Mom’s.

Roughly 2hrs after the review was posted, a Milk Mom’s employee followed up with a phone call regarding my 1 star review. The employee proceeded to tell my friend that she did not offer assistance because my friend was being too fussy with her baby and not paying attention to the breast pumps. Which, in my personal opinion, new moms are supposed to fuss over their new born child. My other comment to this was that I was there to take care of the baby while she looked at pumps so she wasn’t “distracted” . She also stated that she did not want to overwhelm the mom with too much new information.The whole reason I believe someone would come to milk moms is to not only be able to look at a wider selection of pumps but also be informed on the pumps. They are a specialized medical supply store so I assumed that more focus would be put on the educational side of the pumps. Instead the employee assumed that I personally new about breast pumps and could help my friend make a selection, which she stated to my friend over the phone.

The last thing that I would like to say, even though I could go on, is that the lady that called and said that I needed to take down my bad review stated that I shouldn’t be allowed to write a review because I was not the customer. I was however in the store and experienced first hand how the customer service is.

After this phone call about the review I would lower my rating even more but it doesn’t allow me to do less than one star. I would not trust the 4+ star review because of the fact that I was bullied over the phone to...

I was recommended to use Milk Moms by a friend who used their services 1.5 years ago. I filled out the form online and Megan called me, but I missed her call. I returned her call using the ph # she left in her voicemail and I spoke with Heather. Heather immediately asked me what ph # I called, as if I had reached the wrong place. She proceeded by asking about my insurance - I specified that it is a health insurance through college, to which she very quickly responded "they probably won't cover a pump". I corrected her, because I already knew they would cover a pump. I told her the insurance was through my husband as the student, and she inserted her unnecessary opinion saying "I am surprised they let you be on the insurance". Without further discussion, she asked me what pump I wanted. Being a first time mom, I had no idea where to start, which is what I thought Milk Moms would help me with. When I told her I did not know and that I needed help finding out what my options are, she explained there are several pumps on the Milk Moms website and that I should look there--offering no help. Without looking into my insurance any further, she then told me that my insurance would probably just cover a basic pump and told me the motif would be the best option for the lowest cost. That was it. She never asked me how much I was willing/able to spend, what features I might be looking for, nothing. I felt as though she assumed I do not have any money to spend because I am on health insurance through my husband's college - which is absolutely not true. I wish she had not made assumptions about me or my family, and I wish she would have been more passionate about her job and her role with Milk Moms. I was very disappointed and I will not be purchasing...