Gwynne W.’s Reviews of LoseTheBackPain & more

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Back Pain

9/16/15

I've been trying since March of 2015 to get them to STOP sending my monthly auto-send! I would call and they would tell me they couldn't find my email or address in their database (so I shouldn't receive another order). Then I would receive another order! No response to emails. I called AGAIN this month and insisted they FIND my re-order in the system and where do i send the last 5 orders back that I don't need or want. Of course they said I cannot return any product and there will be no refund. I will update this status again if they send me an order next month.

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Eva K. – LoseTheBackPain Rep Over a year old

Gwynne W.
1. Please understand that I’m detailing all of this to explain, that “things happen” in life both good and bad, but often times though its just circumstance, but please realize that is different then, us being a scam or a rip off or us doing this with the intent to cause harm to our customers, as that is simply not true…

2. After careful review of her account we have identified the issues, on two occasions she indicated that she would like her order canceled, however, she responded to an email address that is not monitored, (the email says, it is not monitored and there is an auto-responder email that is sent to everyone that responds to that email, telling people that this email is not monitored and to get your request resolved please open a support ticket by clicking on the link below, which was this link: https://thehealthybackinstitute.zendesk.com/tickets/new

3. Now because the help desk ticket was never created, we never saw the request and that action was not completed, additionally, she had two accounts with us using 2 different email addresses, with two different physical addresses (one home and one work) and you guessed it, we use the email address as the unique identifier for our customers, so when she called the first time, she just happened to give the one email address, what did not have that order associated with it, however, we failed to ask, if she could have used a second email address and for that we have refunded, Gwynne W.

4. For everyone else, if you have a customer support issue please contact us through our ticket system, it is much faster and more reliable, and for us tickets can be systematically resolved, insuring the highest standard for customer support, so things like this do not happen. https://thehealthybackinstitute.zendesk.com/tickets/new