LoseTheBackPain reviews and complaints 3
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Replied
LoseTheBackPain - Loose the backpain
I ordered one promotional bottle, then was offeerd and sent a free bottle I had not ordered. I then found myself signed up to a monthly program for $49.95 per month. I did not authorise this.
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. . 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.
The complaint has been investigated and resolved to the customer's satisfaction.
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
Replied
LoseTheBackPain - Your 'service'
I st. trial order 28.12 2019 for $58.95 for Heal N Soothe
ID 2737159
2nd Order (not asked for ) 28.01.20
Order No: [protected] Currently en route
* I have e-mailed countless times but with no response
* Password given is an error
* Tried to reset password- no access
* Asked to cancel all future orders, but not heeded
* Not acceptable to have to pay customs and handling fee
* This fee was over £13 ! Parcel only given on receipt of these extra charges
* I do not wish to accept any further orders.
* I would be grateful if you could please cancel all future orders
* Please will you confirm by e-mail that you have done this
* All orders will be returned to you, unopened.
* I would be grateful if you could provide a full refund for all orders.
* As you have not responded to any e-mails to date, no confirmation can be provided.
* Promise to provide full refund within 90 days. I trust this will be done
Thank you
G. Silver
As above
The complaint has been investigated and resolved to the customer's satisfaction.
My name is Steve Director of Client Services, I have reviewed your communication and order history and I will address as many of your points as I have information for.
*I see 3 emails from you in our autoresponder inbox which we clearly say not to respond to these emails as this inbox is not monitored, we give specific instructions to use the link provided to handle any communications, so that is why we did not get your emails.
*Regarding your password and access to the “my account” section of our site, I have no info on that but it works for 100's of people per day.
*Everyone in the UK/EU knows they have to pay customs and VAT tax on products you import, that is out of our control. We can see there was one attempted delivery on 1/11/2020 and then you got the package on the 14th of Jan.
*Your orders have been canceled, no further products will be shipped.
*You will be refunded, for the Jan 27th Heal n Soothe order.
*You will be emailed once the process has been completed.
If you need to contact us in the future for any reason (INCLUDING CANCELATIONS) please note there are many ways to do so, and they can all be found on this page:
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
LoseTheBackPain - Impossible to get any help from their customer service people
These people are not in control of their databases (apparently they have several ... maybe a large number of them) and consequently they are randomly sending out unwanted product from the various older databases and charging for them. Instead of going back to their IT people to find out how this is happening they take on a patronizing attitude to the customer, blame the customer, demand that the customer do the database tracing for them and refuse to look into the matter in the proper way. This is an outrageous way to manage a technology driven company. And they do not publish any ownership information or executive management information whereby a customer can bypass the incompetency of their customer service phone line.
Sorry for the delay in responding, we just learned of this site, please feel out a ticket and tell me your story so I can look at your account at the same time and I can correct any issue there are...
https://thehealthybackinstitute.zendesk.com/tickets/new
Steve HBI-Staff
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