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LoseTheBackPain has a rating of 2.75 stars from 185 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about LoseTheBackPain most frequently mention credit card, customer service, and free trial problems. LoseTheBackPain ranks 1st among Back Pain sites.
This company responds to reviews on average within 20 hours
No positive highlights yet
I have been on Heal and Soothe for about 14 yrs. It took some loading to start feeling a difference. My knees haven't hurt in a long time. Had not taken it for a long time and had a few bottles still. My shoulder has been hurting for over a yr now. Got back on H&S yesterday. Loaded up and today my shoulder feels a lot better already. I will probably start reordering soon. I didn't have billing issues and they have reached out over the yrs and sent me extra bottles. I have no complaints.
I used the product during the free trial and did not find it helped at all. November 1,2022, I cancelled and was assured that my credit card would not be charged any more. Looking through my (almost) yearend credit card statement, I discovered I had been charged ongoing $16.03/month. I called them and they told me that I had omitted specifying that I wanted the 'newsletter' cancelled, not just the supplement. I said that is so sneaky, who would want a newsletter for a product that didn't work for them? It shows right on my online account that I cancelled Nov 2022 and now had now active subscriptions. Why am I being charged? I had been told I would NOT be charged any further. The woman said again I must have misunderstood. I got sucked in big time. I hope no one else does. This was a huge waste of time and money.
I used the product during the free trial and did not find it helped at all. November 1,2022, I cancelled and was assured that my credit card would not be charged any more. Looking through my (almost) yearend credit card statement, I discovered I had been charged ongoing $16.03/month. I called them and they told me that I had omitted specifying that I wanted the 'newsletter' cancelled, not just the supplement. I said that is so sneaky, who would want a newsletter for a product that didn't work for them? It shows right on my online account that I cancelled Nov 2022 and now had now active subscriptions. Why am I being charged? I had been told I would NOT be charged any further. The woman said again I must have misunderstood. I got sucked in big time. I hope no one else does. This was a huge waste of time and money.
Products used:
back pain supplement
This product has not made any difference for the first month talking it. I can't afford to throw my hard earned money away with no results to back up the product. If anything, my appetite increased. Not what I was hoping for. May work for others.
Hello Linda,
There are a few things that you can do to increase Heal-n-Soothe's effectiveness:
1. Try doing the loading dose - 3 capsules 3 times a day with a glass of water at least 30 minutes before or at least an hour after a meal for 2 weeks.
2. Avoid or eliminate inflammatory foods from your diet.
3. Doing some amount of physical exercise to boost blood flow.
4. Make sure that you're taking the Heal-n-Soothe on an empty stomach with a glass of water. If not, it will not work correctly.
If you have any other questions about how to boost Heal-n-Soothe's effectiveness please call customer service at (800)-216-4908.
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
I ordered a trial bottle, the pills did not make any difference for me (although I appreciate they may work for others). I did not sign up for a prescription and when emailed to ask if I did want to sign up, I did not.
It turns out a subscription was created on my account and 3 monthly charges have been taken, totalling more than £150 which have made my bank account go overdrawn and which I cannot afford. The charges were basing an account I do not use so I did not spot it. How can that be allowed to happen? It is a disgrace and I am now in difficulty with my bank and this has caused me significant stress.
Hi Louise,
Thank you for reaching out to us via Site Jabber. Based on what you have posted, it sounds like you took advantage of our free trial offer.
The terms and conditions explain and include our Smart Ship savings plan with a trial period. These terms explained that at the end of the trial period, we will automatically send a new bottle every 30 days for the price of $59.95 plus shipping.
If you like the product, do nothing, and If you are not satisfied, cancel your subscription by contacting us within the trial period. You can contact us via phone or email or even log into your account and cancel your subscription. (Please note that you cannot order the product for the shipping and handling only price without agreeing to these terms.)
To help us assist you, we need you to contact us with more information so we can locate your account.
Unfortunately, we can not confirm your identity, from the information you have given us on this web site so, please contact us so that we can assist you.
Either email me directly about this matter so we can assist. (remove the spaces and parentheses) hbi (.) support (@) gmail (.) com
Or please use this form
https://losethebackpain.com/contact-form/
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
I been charged for something is concealed I can't Have My Money Back for the price agot this "Thank you for contacting the Healthy Back Institute. Sorry for the trouble this may have caused you. As per your request, we have cancelled your smartship subscription for Super Joint Support associated with *******@gmx.com. Your cancellation is effective on June 21,2023. Rest assured that you will no longer be billed for this subscription, nor receive any further shipments from here onwards.
In behalf of The Healthy Back Institute, thank you for trying our product!"
Products used:
Heal-n-Soothe
Hi Kemo,
My name is Steve, Director of Client Services, for the Healthy Back Institute (HBI). We would like to assist you. Unfortunately, we can not confirm your identity, from the information you have given us on this web site so, please contact us so that we can assist you.
Either email me directly about this matter so we can assist. (remove the spaces and parentheses) hbi (.) support (@) gmail (.) com
Or please use this form
https://losethebackpain.com/contact-form/
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
The recommended dosage is 3 capsules up to 3 times per day. That means you could use a whole bottle in 1-2 days! $70 per day?!
Tip for consumers:
The recommended dosage and frequency should be made clear on the web site.
Products used:
Heal-n-Soothe capsules.
Hello William!
Let me clear up this bit of confusion for you. Each bottle of Heal-n-Soothe comes with 90 capsules. The maintenance dose is 3 capsules once a day 30 minutes before or an hour after a meal. Therefore, one bottle would last one month. We suggest taking up to 3 capsules 3 times per day 30 minutes before or an hour after a meal for the first two weeks or so of taking the Heal-n-Soothe as a loading dose to help boost the relieving effects. This is recommended but not required. Doing so would mean that one bottle would last 10 days. If you have any other questions regarding dosage or how to increase Heal-n-Soothe's effectiveness, please call customer service at (800)-216-4908.
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
I tried to contact them on several of their email addresses but to no avail.I get the message "not inthat domaim"
Hi James,
My name is Steve, Director of Client Services, for the Healthy Back Institute (HBI). We would like to assist you. Unfortunately, we can not confirm your identity, from the information you have given us on this web site so, please contact us so that we can locate your account and advise you.
Either email me directly about this matter so we can assist. (remove the spaces and parentheses) hbi (.) support (@) gmail (.) com
Or please use this form
https://losethebackpain.com/contact-form/
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
I ordered from lose the back pain 3 times, we live in the U. K. & the shipping was about £16 the first 2 times & was delivered direct to our door. The 3rd time I ordered I called the company and their representative told me if I order in bulk it would work out cheaper. Not so, they sent my shipment to Germany & customs charged me over £200. I have complained to Lose the Back Pain (Heal & Soothe) and tried to get some compensation for giving me the wrong advice and they deny the shipment was sent to Germany even with photographic proof. Customer service are robots they don't care about customers that's for sure. You can buy all the ingredients separate and put together yourself! A lot less expensive. Worse company I have Ever Bought From! No Customer Service, send out robot messages after they get your credit card details, Beware, so sad
Tip for consumers:
Use something else
Products used:
Heal & Soothe
Teresa,
We would like to help, unfortunately, we can not confirm your identity, from the information you have given us on this web site.
If you can please reply with your order number here or alternatively please email me directly about this matter so we can further review your concerns with you. (remove the spaces and parentheses) hbi (.) support (@) gmail (.) com
If you have any customer service needs with us please use this form
https://losethebackpain.com/contact-form/
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
Not only no difference or progress whatsoever; I was charged for additional shipments without authorization. Do not submit banking information. The product and company are a scam. The CSR answered my telephone call with a child screaming in the background? Exceptionally unprofessional; saying it will take up to 12 weeks to refund the unauthorized transaction.
Gloria
My name is Steve, Director of Client Services, for the Healthy Back Institute (HBI), I have reviewed your account, this is what I found.
Recap:
1. We informed you of the rebill date 7-27-2020, so you knew about it,
2. The call was NOT answered by our agent with screaming child in the background
3. I don't see a request via email to cancel and you did NOT cancel via her MyAccount.
4. I have refunded the charge in question
The order and authorization is all done on this page, please read it again, it is very professional and is simple to understand, you just have to remember that you signed up for it.
Https :// healthandwellnessweekly. com/products/173/op-heal-n-soothe-b
If you have any customer service needs with us please use this form
Https :// losethebackpain. com/contact-form/
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
Ive ordered heal n soothe & joint support product for my mother. After 3 wks I still have not heard from their customer service. Ive sent them message on chat and no reply. Ive sent several emails no rwply. When i check my order status in their site it says "order doesnt exist" They were bery quick to charge my credit card but very slow or no response at all. So please dont waste your time & money with this company.
Annalyn,
Thank you for sharing your concerns with us. I sincerely apologize for the frustration you experienced. My name is Steve, Director of Client Services, for the Healthy Back Institute (HBI) and I do understand the frustration of online/international E-commerce, specifically having to do with supplements as each country has their own rules about what is allowed.
I have been able to review your order history as well as all of your communications with us so let me share with you my findings…
1. You did email us but you responded to a “No_Reply” email that is not monitored, we do give instructions on the kick back response.
2. I can see that you did chat with us today 2-13-2020 and the agent did let you know the order is in transit.
3. There was an issue with the shipping. It was misrouted HOWEVER that was corrected and forwarded to you.
4. We do believe that you used the shipping ID not your order ID and that is why the tracking shows “order doesn’t exist”
All the issues you noted have simple explanations, we work very hard to keep our systems working smoothly but sometimes things happen, and that does not mean we are a scam but rather human with lots of technology.
Please contact us using the link below and give me the opportunity to assess your account and give you more details about what happened and see about getting you a refund:
Https :// losethebackpain. com/contact-us/
Thank you for being a valued customer as your satisfaction is important to us!
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
I called customer service when I noticed I was being charged for subscription that I had not ordered. I signed up for a trial offer one bottle only. Apparently they continue to send you bottles and will charge you if you don't call to let them know you are not interested in their subscription program. Trial offer is just a catch.
When I called the service representative I spoke with said "it's your lucky day!" claiming she was able to cancel the subscription I never approved of, and stated I wouldn't be charged. A week later I recieved another bottle in the mail. I looked at my bank statement to see if they had charged me. Sure enough they did! I had to call their customer service department, spoke with a woman named Devin. Devin was not very understanding of my concerns on why I am being charged for a product that I did not agree to continue to pay for, and my frustrations of not having this subscription cancelled from the original call to customer service. Instead, this woman hung up on me! Can you believe it?!
I never write reviews but this was incredibly disrespectful of her, and the fact that this company weasels money from potential customers is unacceptable. If this product was everything they claim it is, they wouldn't need to go about their business this way.
After this experience I cannot recommend this company.
Lets see if they actually cancel and refund the charges... To be continued
Y. Almada
Yvonne,
We are sorry to hear about your experience. We see that on October 14,2022, you took advantage of our free trial offer. To do this, you must agree to the terms and conditions explaining that the free trial will auto-enroll you in our smart ship subscription program. The terms state, if you like the product, do nothing, and we will automatically ship you a bottle every 30 days for a discounted price. You are not obligated and may cancel anytime by contacting us or logging in to your account on our website.
We have reviewed the logs to better understand what happened with the cancelation. When you contacted us on 2/12/2023 to cancel, the most recent shipment did not show it had shipped, so the first agent believed canceling would avoid further shipments or charges.
However, it was already processed in our subscription system and the transaction was still pending so this is simply an error of timing. The first rep did not intend to mislead you by saying the sub was canceled and no further orders would have shipped.
The second rep you spoke to on 2/21/2023 processed the refund for the last order, and your credit card bank should have those funds returned within 7 to 10 business days.
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
Every body is different... something that my friend loves and works for her may not do anything for me. So please keep this in mind. I ordered the Heal n soothe for achy joints in my hands. I also received the book and other info which I shared with someone who has RA. She found the book helpful. The heal n soothe capsules did nothing for me. I took them as advised for a full bottle with no difference whatsoever and even started a 2nd bottle. I asked for a refund and it was given without too much trouble. Please note that you have to pay return shipping which can be pricey and make a return not worth it. In this case, they let me keep the second bottle and issued a full refund.
Tip for consumers:
These products are not cheap and yet they show very little efficacy despite the great hype and info on the site.
Products used:
Heal n Soothe 2nd bottle was kept
Sandra,
We would like to help, unfortunately, we can not confirm your identity, from the information you have given us on this web site.
If you can please reply with your order number here or alternatively please email me directly about this matter so we can further review your concerns with you. (remove the spaces and parentheses) hbi (.) support (@) gmail (.) com
If you have any customer service needs with us please use this form
https://losethebackpain.com/contact-form/
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
Customer service online never reply. Tried to cancel my order and I was on the phone waiting for more than an hour nobody was there. Scam
Elisa,
My name is Steve, Director of Client Services, for the Healthy Back Institute (HBI), we need to confirm your identity so that we can credit your account.
Please email me direct about this matter (remove the spaces and parentheses) hbi (.) support (@) gmail (.) com
If you have any customer service needs with us please use this link:-
Https :// losethebackpain. com/contact-us/
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
Ordered product 3 weeks ago. The charge immediately hit my credit card. However, they still haven't even shipped the product. I've talked to 3 different customer service agents and none of them have been able to determine why the product hasn't shipped. They have it available but can't seem to get it done. Terrible company. After dealing with them, you will need a supplement of common sense and sanity to offset the pain of their company. I want my money back. Stay away.
Hi Kerry,
We appreciate you taking the time to leave your feedback. We have sent you a private message here in order to look into the matters you raised.
Our Best Wishes
Eva Klein
Customer Service Loyalty Manager
The Healthy Back Institute
www.losethebackpain.com
I ordered a few things online last night and when I got to the total it was over 400 and some odd dollars and I looked and I did not order a heating pad and I did not order a couple other things that said that I had ordered there was no way to delete it so I called the bank and stop the credit card to go through somehow all this other junk was added on to was added on to my order and there's no way to back out of it buyer beware
David,
My name is Steve, Director of Client Services, for the Healthy Back Institute (HBI), I have reviewed your order and your order never processed so there was nothing the credit card company could stop. Just to be clear, we never billed you and no order was ever processed.
If you have any customer service needs with us please use this link:-
Https :// losethebackpain. com/contact-us/!
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
The "money back guarantee" is a hook and not true. The pills are quite expensive, even with their discounts. You have to take many pills a day, increasing from two twice a day to 12 twice a day in the "loading" period. The introductory bottles, therefore, disappear quickly. You have to order a new bottle to keep up the regimen but as I finally decided it wasn't working as I wanted and was just too expensive to continue, I called to cancel my subscription. Of course, only the introductory bottles were returnable, not the additional one I had to order to continue the regimen. And you have to return the original bottles and any new orders must be unopened! How do you find out if it works if you run out of pills before you finish the "loading" period? So! It's expensive, results for pain relief were moderate, and their guarantee is empty. Why would I pay so much for pills when I can get the same relief from prescription medicine through my insurance for almost nothing? Save yourself the time, effort, and money.
Pamela,
My name is Steve, Director of Client Services, for the Healthy Back Institute (HBI), Unfortunately, we can not confirm your identity, from the information you have given us on this web site so, please email me directly about this matter (remove the spaces and parentheses) hbi (.) support (@) gmail (.) com
If you have any customer service needs with us please use this form
https://losethebackpain.com/contact-form/
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
I ordered the heel and smooth and got the pain and joint pills also. I read the pamphlet from front to back and realized as I'm taking these that I'm swelling up well In very very tiny letters it says it contains shellfish ( but doesn't exactly tell you which shellfish) I contacted my doctor and was given an antidote. I've found out you have to keep multiplying the dosage per day until you're taking about 20 pills in the morning 20 at night.
What's the kind of intake?, it forces you to order more product in order to keep up the "required" regimen. It DOESNT tell you that whatsoever in their advertisement or online commercials!
No thanks! I'll have a lot more common sense about something like this from now on!
Denise
My name is Steve, Director of Client Services, for the Healthy Back Institute (HBI), we need to confirm your identity so that we can address your needs.
Please email me direct about this matter (remove the spaces and parentheses) hbi (.) support (@) gmail (.) com
The Super Joint Support label clearly states it contains Shellfish, it's even bolded, and we do tell you Crab and/or Shrimp shell.
As for the Heal n Soothe, and the serving, since the enzymes do not have an RDA, we do offer options or suggestions to increase the serving size as the enzymes are measured in the amount of fibrin or scar tissue they can break down over time so the more enzymes you take the faster you can breakdown and eliminate this excess fibrin or scar tissue from your body. To be clear we never tell people to take 40 capsules a day, that is outrageous. Most customer take between 3 and 12 a day total, some take more but that is rare, and on top of that we only suggest the activation serving for a few days to a few weeks at most.
If you have any customer service needs with us please use this link https://losethebackpain.com/contact-us/
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
Worst of the worst products on the internet today. BEWARE of trial offers that have you unwittingly subscribing to a completely worthless product. Even after reporting this scam to American Express, the result was that the charges still stood even though a bottle of tablets posted in the US on April 13 are still in transit to Australia on July 26th. Makes the 90 day money back warranty a load of rubbish. Don't take up any offers from this fraudulent company. I have proof in the form of a DHL tracking notice that shows the product has not yet been received despite a 3 month transit from the US.
Vikki,
This is Steve, Director of Client Services, for the Healthy Back Institute (HBI), we need to confirm your identity
And we have several questions about your order before we can remedy your account.
I have tried to contact your directly but need confirmation from you so, please email me direct about this matter
(remove the spaces and parentheses) hbi (.) support (@) gmail (.) com
If you have any customer service needs with us please use this form
https://losethebackpain.com/contact-form/
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
I was in a panic looking for something that would help relieve the pain my wife was experiencing, and that was not a prescription drug. I then had my wife start using the Heal-n-Soothe and after receiving the order, and then reading the information that came with the order that it would take some time for it start working.
My wife had then ordered some Hemp Oil because she was not getting any relief form the Heal-n-Soothe yet, the Hemp Oil seem to work very fast and was satisfied using the hemp, so I then contacted The Healthy Back Institute by e-mail to return the unused portion for refund and cancel any future subscription orders on 05/27/20. I noticed that there was product return information on the back of the invoice, and then had shipped the unused bottles back to the listed Illinois address.
I had received a subscription cancellation confirmation e-mail on 06/11/20 and also my refund confirmation on the same day.
Well, wouldn't you know that it happened to be the the same day of the month which I had placed my original order(05/11/20). They had sent out another bottle in the mail a day or so after.
So here is where the communication break down started:
I had contacted them 3 times by e-mail, 2 times at thier customer service on thier web site, 2 times on the so called live chat, called thier phone number 4 times and those calls would not go through!
I just wanted to return this bottle of Heal-n-Soothe that they should have not mailed me in first place!
This company will not return any communication's once you cancel your subscription order's with them!
There is no excuse for this kind of business practice!
Henry:
My name is Steve, Director of Client Services, for the Healthy Back Institute (HBI), we need to confirm your identity so that we can review your account.
Please email me direct about this matter (remove the spaces and parentheses) hbi (.) support (@) gmail (.) com
If you have any customer service needs with us please use this form:-
Https :// losethebackpain. com/contact-form/
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
Like another reviewer I ordered one promotional bottle. Next I was offered a free trial - which i did not want, it ws sent anyway, I could not collect it as UK duty was due - then they signed me up to $49.95 a month and auto billed my card. And found myself signed up to a monthly program for $49.95 per month.
I did not receive the second bottle of tablets either due to a customs charge needing to be paid so I was unable to send it back.
Customer service email wont acknowledge receipt of any complaints or cancellations. Help does not reply and telephone numbers ring out.
These guys are just thieves - and PS it doesn't work!
Jerry
My name is Steve, Director of Client Services, for the Healthy Back Institute (HBI), after reviewing your account I see you signed up for our free trial offer, let me explain.
In the United States, when free trial offers are presented to customers there are very specific (rules) we must follow in order to process any free trial offers.
First, the terms of the promotional offer must be presented at the point of sale in a clear and conspicuous way that we do!
Second, the Customer MUST click on a box, (next to the terms) and once they click (the box) that presents a visible check mark next to the terms, indicating that you have read and agreed to the terms of the offer. The order can not be completed OR move forward without you checking that box giving us permission to charge your card, and that you did as your was completed.
Please note:
You stopped your, own subscription on 5-19-2020 and no further bill will occur.
Never, (for any product from any company) refuse a product or state return to sender, that disrupts the entire return and refund process, which is why this ended up like it did.
Everyone in the UK knows they have to pay (UK duty) on imported products.
The HBI did not sign you up for anything, you signed yourself up for the free trial. (See above)
The HBI did refund you for two months on 5-28-2020
Thank you for being a valued customer, if you have any customer service needs with us please use this link https://losethebackpain.com/contact-us/!
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
PLEASE STOP! I've been sending an email to stop sending me the product and to stop charging me $51.45 every single month. Please send me back my money, why are you doing this to me?
I ordered just 1 bottle for $9 (your sample promo). Now you keep on sending and charging me every month. I am now out of the country and I don't need your product.
Please Stop!
Melchor,
My name is Steve, Director of Client Services, for the Healthy Back Institute (HBI), your Smart Ship order was stopped and we will refund your (July and Aug) Smart Ship orders.
If you have any customer service needs with us please use this form https :// losethebackpain. com/contact-form/
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
I signed up for the trial offer, and 10 days later when the bottle arrived we read the information that comes with the order and determined that this product would interfere with my wife's medications. We immediately called to cancel future orders and were sent to a dead phone line. This was a red flag that this might be a scam. We immediately changed our credit card number, but two weeks later we received another bottle, and found out that this company charged me for the second bottle on the same day that I purchased the first---thus I was charged for the second bottle. After several e-mails and no results, I called the customer service line and the lady said all I have to do is write "return to sender" on he package, and the subscription money would be credited to my account upon receipt. This was weeks ago and still no money has been returned.
David,
My name is Steve, Director of Client Services, for the Healthy Back Institute (HBI). Unfortunately, we can not confirm your identity from the information you have given us on this web site so, Please email me directly about this matter (remove the spaces and parentheses) hbi (.) support (@) gmail (.) com
If you have any customer service needs with us please use this form
Https :// losethebackpain. com/contact-form/
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
Never auto ship with this company. It took 37 minutes to get to talk to someone who said they cancelled order. After the first hold of 10 minutes with annoying music and no message of anytime (like all our representatives are busy with other customers) I hung up and tried again, thinking my call was lost in a loop. Net time I choice the order line and was insistent that I talk to someone. After she asked me to hold for a minute it was over 10 minutes until I talked to someone. Hopefullly the auto ship was cancelled. I am expecting an email. Very poor customer service.
Hi Renee,
Thank you for taking the time to leave us your feedback. As we are unable to identify your account from the details given on this site, please contact us with the email address you registered with us and details of the matter via the link below so that we can look into this with you.
https://losethebackpain.com/contact-form/
Or via any of the methods on the Contact Us link below
https://losethebackpain.com/contact-us/
We advise you do not leave your email address or any account details on any public site but contact us via the links given please.
Thank you so much. We do look forward to hearing from you.
Our Best Wishes,
Eva Klein
Customer Service Loyalty Manager
The Healthy Back Institute
www.losethebackpain.com
I ordered one promotional bottle and found myself signed up to a monthly program for $49.95 per month. I did not authorise this. Somehow my bank allowed my account to be debited without my knowledge or authorisation. I did not receive the second bottle of tablets due to a customs charge needing to be paid so I was unable to send it back. The customer service email wont acknowledge receipt of any complaints or cancellations. The only thing that worked was to empty my account so that any future charges bounced. Fortunately i used a secondary account as i do with most internet orders as my suspicions were already aroused. I suggest anyone not to use main bank accounts in case of fraudulent debiting. Companies use the card payee not present facility to access customers accounts. Unfortunately I have been charged $49.95 and probably wont get it back. According to other reviews over many years this company have been getting away with fraudulently charging customers for years. Why do the banks continue to do business with companies like this? In effect they are facilitating fraud which they claim to be discouraging. If claims for a product seem too good to be true then generally they are. Go figure!
Nick,
Thank you for sharing your concerns with us. I sincerely apologize for the frustration you experienced. My name is Steve, Director of Client Services, for the Healthy Back Institute (HBI) and I do understand the frustration of online/international E-commerce, specifically having to do with supplements as each country has their own rules about what is allowed.
Let me say this, about how the HBI takes and process orders. In the United States, when free trial offers are presented to customers there are very specific (rules) we must follow in order to process any free trial offers.
First, the terms of the promotional offer must be presented at the point of sale in a clear and conspicuous way, that we do!
Second, the Customer MUST click on a box, (next to the terms) and once they click (the box) that presents a visible check mark next to the terms, indicating that you have read and agreed to the terms of the offer. The order can not be completed without you checking that box giving us permission to charge your card, and that you did!
Third, We must present, in a clear and conspicuous way for you to cancel the order as well as all of our contact information, and that we do. As you used our My Account system to cancel your order.
I'm sorry you are experiencing this issue but please understand that many many customers go through this same process, without issue.
MY REVIEW:
You ordered our (30day) Free Trial of Heal n Soothe on 11-17-2019.
You used our internal system called “My Account” to cancel your order on 12-17-2019, Unfortunally the timing was such that your order was automatically processed, hours before you canceled on the 17th (30days).
You contacted us on the 18th, we told you what happened, including that we would refund you.We refunded that order on the 18th after your call.
The HBI stands behind our products and business practices, we have been in business for 18 years and while we are not perfect we work very hard to do things right.
Please contact us using the link below and give me the opportunity to assess your account and give you more details about what happened and see about getting you a refund:
https://losethebackpain.com/contact-us/
Thank you for being a valued customer as your satisfaction is important to us!
Thank You,
Steve,
Director of Client Services.
The Healthy Back Institute
I asked for a free trial bottle
OK they added 9.90 shipping without telling
Not reasonable but not real robbery
Then they suggested a second bottle also as a trial and they clearly said that I will be refunded without a need to return it
When I asked they wrote "but why?"
And then when I phoned in they said I need to ship it back
Then it turned out that I ordered a monthly supply
I absolutely did not
Worst of all, I was in pain and it did nothing for me.
Hi Ralph,
Thank you for taking the time to leave your feedback. As we cannot identify your account from the details given here, we request that you please contact us with your email address you registered with us and details of the matter via the link below so that we can look into this with you.
https://losethebackpain.com/contact-form/
We advise you do not leave your email address or account details on any public site but contact us via the link given please.
Thank you so much. We look forward to hearing from you.
Best wishes,
Eva Klein
Customer Service Loyalty Manager
The Healthy Back Institute
www.losethebackpain.com
For what was suppose to be a $9.95 promotion, they charged $95.00 and then a month later another $54. When I called to get the account fixed and my husband money back, I talked to a lady that explained the $54 was for a subscription but couldn't e plain the other. She transferred my call and then it was disconnected.
DM, this is Steve, Director of Client Services, for the Healthy Back Institute (HBI), we need to confirm your identity so that we can review your account.
Please email me direct about this matter (remove the spaces and parentheses) hbi (.) support (@) gmail (.) com
If you have any customer service needs with us please use this form
https://losethebackpain.com/contact-form/
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
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Hello Nancy,
I would love to look into this issue. What is your first and last name or the email address for you so that I can find your account?
Thanks,
Steve HBI-Staff