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3.9 99 Reviews

LoseTheBackPain Complaints Summary

71 Resolved
28 Unresolved
Our verdict: You can expect a very good level of service from LoseTheBackPain. To navigate their system effectively, thoroughly understand their service scope. Check online forums and review sites for others' experiences. When contacting customer service, clear and concise communication can help resolve your issues faster.
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3:42 am EDT
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LoseTheBackPain everything they do

They are total crooks. I listened to their video, ordered my ‘free’ arthritis pills they were not free but I was charged $20 shipping and now I have a card from the post office to pay an $15 handling charge as they posted with incorrect funds. They have sent me hardcore advertising emails DAILY since I bought theses pills. They prey on the weak. They must be shut down and EXPOSED everywhere for the crooks that they are.

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Jocr
, GB
Jul 06, 2020 9:05 am EDT
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I have sent at least 8 complaints to this company “lose the back pain” and got no where. They just keep sending invoices for a product I just wanted to trial (have paid the initial $19. 95). I cancelled on the same day of ordering and they said the product had been shipped. Since then I have had demands of $49.95 (regular monthly payments) which was the reason I cancelled the same day as ordering. I actually did try the tablets and have had to see my doctor with a serious bowel problem certainly attributed to these tablets. So in effect they should refund the $19.95 as they offer a “money back guarantee “. I have also tried ringing this company with no success. It all seems so unprofessional and have had to cancel my credit card and will be blocking communication as advised by the British Trading Standards”. Any product that arrives here will be returned immediately. Puts you off buying things online.

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LoseTheBackPain
,
Jul 10, 2020 4:56 am EDT
Replying to comment of Jocr

Jocr
My name is Steve, Director of Client Services, for the Healthy Back Institute (HBI), we need to confirm your identity so that we can work on 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

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7:47 pm EDT
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LoseTheBackPain unethical recurring billing

The healthy back institute will not stop sending bogus pills for pain and bones support. I return the packages and they continue to bill me. There is no way to discontinue their billing unless you cancel your credit card. Bad deal a big mess!
They need to refund me for all the months of false billing charges. I have filed a dispute with capital one credit card.
Karen/ wyoming

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7:48 pm EDT
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LoseTheBackPain no product no service only charges on my account

I did not order anything from this company, did not talk to anyone from this company but somehow they got my bank information and charged my account $49.95 that was not authorized. The charge was posted on August 26, 2017. They charged it to my debit card so it will be much harder to get my money back, but as I am on Social Security, I will have plenty of time to work on this problem. This company is a complete fraud.

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11:26 pm EDT
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LoseTheBackPain they've charged me for an order of their heal-n-soothe pills I did not make.

I initially paid the shipping ($26.86) for their free sample of these pills on 2/6/17 (which I've received) and now they've deducted a further $65.10 AUD from my bank account for a further order of these pills that I did not make! dated 2/7/17. I've suffered from lower back pain for many years and I was particularly vulnerable when I saw their advertisement on-line. I'm a pensioner and cannot afford this extra outlay of funds. I think it's appalling that this type of exploitation of seniors is carried out. I would dearly like a full refund of the $65.10 which I did not sign up for. I am fully prepared to preservere with my demands and will take to FaceBook if necessary to spread the word of my experience with the Healthy Back Institute.

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12:44 pm EDT
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LoseTheBackPain unauthorized credit card charges

My credit card account is being charge a monthly fee of $49.95 for something I never ordered. I have no idea what or where or when this charge originated. This may be a mistake on your part since my last name is rather common, but these charges are listed in late May (23rd & 08) in addition to an original charge of 9.95 on March 25 of this year. It may be there was an original condition of recurring monthly charges, but I usually scrutinized these companies who use that kind of marketing and try to avoid them.
Please stop these monthly charges and send me a refund of $99.90.
Larry MItchell on May 26, 2017

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7:17 am EST

LoseTheBackPain no product

I purchased a product from www.losethebackpain.com website over a month ago and did not receive it. Customer service told me it was not in stock and asked me to give them some extra time to deliver. I agreed but I had no idea it would take this long. Last time I contacted them I asked them to cancel my order and my money back, but they did not reply.

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7:17 am EDT
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LoseTheBackPain seated in-line inversion system

This company also goes by the name of "Lose the Back Pain". On Sept. 6, 2016 I received an email from the Healthy Back Institute selling a Seated In-Line Inversion System machine for back pain under a 30 day Free Trial guarantee. Their email stated if during that time you had to return it for any reason or it's just not for you..."no problem, no hassles, no strings attached, and no questions asked".

I paid $19.95 for the shipping. When the box arrived it was a huge box weighing around 100 pounds left by UPS at my front door. I also noticed the box had been taped up as there were some screws and nuts falling out of the side of the box.

A few days later I decided to return the product, taped it up securely, and called the company to ask them to send me their shipping label so UPS could pick it up and take it back. I told the customer service rep I was willing to pay the $19.95 shipping I had paid to receive the box but was told I would have to call UPS and return it myself. I explained to her this was a huge box that doesn't even fit in my car and weighs a ton and with back problems I can't do that.

And when I called UPS, I was told their pick up and shipping charge would be $187. I called the company back and told I am not going to pay 8 times the shipping charge to send back a box I paid $19.95 for and I can't afford to pay as I'm retired on social security only. I asked to speak to a manager but never got a call back and was later told my case had been "escalated" and I would hear back from a manager in a few days.

But now a week later, I still have not heard back and looks to me like they're ignoring me hoping I'll just go away. And I see where there's a lot of complaints about this company's customer service. It doesn't look like they want to resolve this at this point and meanwhile I'm stuck with a huge box in my living room.

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7:19 pm EDT

LoseTheBackPain superjoint support capsules

Failure to Supply Product against Monthly recurring Order-some product supplied but not all.
Uncontactable on Stated customerservice email address.
Use of old outdated credit card despite updating on website.
Continuing charges despite credit card company contact.

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Eva4
Gaithersburg, US
Aug 29, 2016 11:40 am EDT

Since we do knot know who you are you have to contact us va this link or call, either way, please make contact with us and we will take care of your situation... http://www.losethebackpain.com/contact-us/

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12:16 am EDT

LoseTheBackPain fraudulent charges

I used LoseTheBackPain in the past but one day I asked them to cancel my account which they never did. When I registered I was supposed to enter my credit card details and they still have that information.
They continue to send me their faulty products and charge me! I asked them to stop stealing my money but it seems like they don't care.
So I guess I have no other choice and I'm calling the police first thing in the morning.

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Eva4
Gaithersburg, US
Aug 18, 2016 11:44 am EDT

Mitkus, Please fill out a ticket from this link and tell us your complete story, it is hard to assess the situation when we can not see you account.
What faulty products are we charging your for?

https://thehealthybackinstitute.zendesk.com/tickets/new

Steve HBI-Staff

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Eva4
Gaithersburg, US
Aug 17, 2016 9:46 am EDT

Please call our Customer Service [protected] so we may look into your account and see what is going on.

If you prefer you can also contact us via our ticket system:

https://thehealthybackinstitute.zendesk.com/hc/en-us/requests/new

Thank you!

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2:22 pm EDT

LoseTheBackPain medium far infrared heating pad

Paid about $250 for this heating pad, which I used for about a month and loved until the controller quit working. The rep said they'd had trouble with them and had upgraded, so they'd send me another cord. That worked great for another month and then the same thing happened - it just quit working. This time, I sent both the controllers and the heating pad back at great expense and they mailed me another one (with another of the original faulty controllers). You guessed it - it didn't work out of the box! At that point, I was in the process of moving and life became too complicated to deal with it further. It is disappointing to deal with a company that produces inferior quality merchandise.

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Eva4
Gaithersburg, US
Aug 18, 2016 11:50 am EDT

Sorry for the delay in responding we just learned of this site a short while ago, Please fill out a ticket from this link and simply ask for a new controller, They will ship on out the next day.

https://thehealthybackinstitute.zendesk.com/tickets/new

Steve HBI-Staff

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11:35 pm EST

LoseTheBackPain unauthorised charges to credit card

I fell victim to these guys. I damaged my back and ordered the free copy of the back pain book. These guys then started charging my credit card $30 per month without my consent and posted me useless info I didn't want or need. I emailed them to stop this scam and they would not refund my money. Instead they charged me another month. I have now paid $115 for a free book. I complained again and was told they had refunded me 1 month and sent an invoice. Big lie as nothing has been refunded. I will have to keep chasing them and it makes my blood boil. I can't afford to pay out this money. I will be posting bad reviews everywhere I can. I will also keep hounding them for my refund.

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Eva4
Gaithersburg, US
Aug 18, 2016 12:21 pm EDT

Please fill out a ticket from this link and tell us your complete story, Address it to me Steve H...

https://thehealthybackinstitute.zendesk.com/tickets/new

Steve HBI-Staff

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12:26 pm EST
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LoseTheBackPain heal 'n soothe

I tried this product and thought it helped somewhat with pain, so I tried to take it consistently, but I have experienced chronic delivery problems. They even charged me $60 to rush one order. My latest order was delayed indefinitely by the USPS and the company has yet to respond about a refund or replacement delivery. Customer service is horrible.

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IrishPrinz
IrishPrinz
, US
Feb 27, 2016 2:23 pm EST

I, like dozens of other people who are reporting here, got scammed by this company. I decided to try the free trial offer (just paid shipping & handling fee of 5 dollars) of the Super Joint Support supplements. Soon after, I received another bottle of these capsules in the mail and was charged almost 50 dollars on my credit card. I called the company and they told me this was non-refundable, even if I returned the product! I thought I was smarter than that, but I guess I didn't read the 5 pages of small print when I signed up for the "free" trial offer. Lesson learned. But the fact that this company will not accept a return of the product, unopened, for a refund, is a tip off to the very obvious truth that this borders on mail fraud, or at the very least, a very unethical operation.

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1:16 am EST
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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.

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Eva4
Gaithersburg, US
Aug 18, 2016 12:25 pm EDT

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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3:47 pm EST

LoseTheBackPain heal n soothe

Offered as a "free " trial (other than shipping and handling) with 90 day refund if not satisfied. Problem:enrolled in "smart ship" program without approval(apparently very hidden or small print), receiving additional bottles with no method for refund because of "smart ship". Cancellation only after calling but no refund, despite initial claim from Jesse Cannone in his ad of 90 day return policy.

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4:40 am EST
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LoseTheBackPain misleading information

07/06/15 Lured by their "Free" book offer, I ordered a book and also some pills and creams. A torrent of e-mail newsletters started to arrive. They were 99% promotional so I quickly got into the habit of immediately deleting them. In November my husband said "What are these repeated dollar payments?" Without authorisation or notification Jesse Cannone had kept my cc details and been debiting my a/c by a $19.95 per month, charges for these worthless e-mails. A total of $79.80 between August and November. I have sent numerous e-mails asking for a refund. I never agreed to these deductions. Dealing with their customer services is like knocking your head on a wall. They give the health business a bad name. I want a refund of this stolen money. Nicola, UK

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10:44 am EST
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LoseTheBackPain unauthorised credit charges - deliberately misleading overuse of word free

07/06/15 Lured by their "Free" book offer, I ordered a book and also some pills and creams. I probably agreed to their newsletter and I quickly got a deluge of into the habit of deleting it immediately as it was not worth reading, largely self- promotional. Eventually I unsubscribed from this apparently free 'newsletter'. Meanwhile, without authorisation or notification Jesse Cannone debited my a/c by total of $79.80 between August and November ($19.95 x4). I have sent many e-mails asking for a refund. This dishonest, grasping outfit tarnishes the 'health business. Nicola, UK

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1:32 pm EST
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LoseTheBackPain unauthorized monthly recurring charges on credit card

I ordered the so called free book for $1.99 Sept 11th . I did not realize that this company charges me $19.95 U.S. a month for their newsletter. When checking my bank statements today I realized that I was charged monthly on a recurring payment. I did not even know for what I was charged and phoned the company and found out that it was for their newsletter. I have an inbox full of unsolicited newsletters over 300 a day which I have to delete, or I will spend the rest of my live opening junk e-mails. So I never wanted or ordered their news letter, nor read or received their newsletter. Because I assumed it was part of the overwhelming junk e-mails I get every day.. I checked my credit card status yesterday and was $7.- overdrawn and charged a $29.- U.S. over limit fee. This overdraft was caused by the $19.95 U.S withdrawn from my account from the " lose the backpaincompany ." I phoned the company (lose the back pain [protected]) and inquired about the charges and was informed that it was for their newsletter and there was nothing they can do because it is their policy "no refunds". However they cancelled future payments, they said. The charges were $1.99 sept, $19.95 Oct10th, $19, 95 Nov.10th and $19.95 Dec. 10th. I am on a small Can.Pension and just can't afford to be scammed like this and on top of this pay the over limit fees caused by this scam. The Can. Dollar is so low so I am loosing much more for the exchange to the U.S. dollars they have charged me. When I phoned them today they would not even let me speak to the manager. I am very upset about the sneaky way this company does business. Not a happy camper. If the unauthorized payments are not refunded immediately, I will take further actions. Lorlotte Jarvis

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1:45 am EDT

LoseTheBackPain unauthorized credit charges and unethical behaviour

I faced the same problem as the ones listed by many on your complaints board page. In July this year (2015) I ordered Arthritis Reversed for $9 and paid shipping charges for a free CD set and a free trial membership for a month. During that period I wrote several mails to their customer service stating that I did not want to continue the subscription once the trial period was over. I must have sent out more than 12 emails to them but to no avail. They charged me $19.95 in August and in Sept in spite of the numerous mails.Finally when I raised a hue and cry by writing to a network of people related to this field and attaching the mail trail i finally got a response. They gave a new page to write my complaint and not their customer service ID. Anyway they have agreed to cancel future subscriptions but there is no mention of refunding the total amount of $39.90 charged thus far which was totally unauthorized.I think it is my right to get this amt refunded. I live in India and every dollar counts for us. I had even written saying I cant afford this amount being deducted as it works out to more than Rs 1300 a month. I hope somebody in this fradulent company will see this and refund the same Rebecca George P.S- I cant seem to upload the mail trail sent to them as early as July.So I'm pasting the mail trail below: MAIL TRAIL 1. Rebecca George To Dr. Mark Wiley Jul 23 at 5:51 PM I have placed an order for your free book Arthritis Reversed for which the shipping and handling amt has been deducted. I understand that you will also send me 4 free CDs/DVDs along with a 1 month trial membership, also free. However I cannot afford to pay anything more and hence, kindly do not include me for a membership after the month is over. I do not wish to pay anything more. Thank you Sincerely Rebecca George 2. To Dr. Mark Wiley Jul 28 at 6:36 PM This is to reiterate-kindly do not charge me further. My order no is Order #: 6029263.In addition to $9 for Arthiritis reversed, there has been a further charge of $1.99 for the CDs and a newsletter. I DO NOT WISH TO EXTEND THE MEMBERSHIP beyond the 1st month of free membership I would appreciate a reply regarding this. Thank you Rebecca George 3. Jesse Cannone Invoice Date Invoice # Due Date August 22, [protected]/22/2015 TO: SHIP TO: Becky George 29 Sena Vihar Kamanahalli Main Road Bangalore, Karnataka 560043 India Rebecca George 29 Sena Vihar Kamanahalli Aug 22 at 1:29 PM Rebecca George I had written several mails stating that I do not want this subscription. Kindly cancel the same and refund the amount Rebecca George 4.Aug 22 at 3:49 PM Rebecca George On Saturday, 22 August 2015 3:49 PM, Rebecca George wrote: I had written several mails stating that I do not want this subscription. Kindly cancel the same and refund the amount . 5. Aug 24 at 12:15 PM Rebecca George I am surprised I have not yet heard from you regarding my refund. I had written several emails to Jessy Cannone and Dr. Mark W. before but there was no response. i do not wish to continue this subscription. 6.Aug 24 at 12:22 PM Rebecca George No wonder you get such adverse comments. I have written more than 10 emails asking you to cancel and refund my subscription but there has been no response. kindly treat this as urgent Rebecca George. 7. Aug 28 at 3:00 PM Rebecca George This is to reiterate-kindly do not charge me further. My order no is Order #: 6029263.In addition to $9 for Arthiritis reversed, there has been a further charge of $1.99 for the CDs and a newsletter.I DO NOT WISH TO EXTEND THE MEMBERSHIP beyond the 1st month of free membership I would appreciate a reply regarding this. 8. Sep 2 at 11:50 AM Rebecca George This is to reiterate-kindly do not charge me further. My order no is Order #: 6029263.In addition to $9 for Arthiritis reversed, there has been a further charge of $1.99 for the CDs and a newsletter.I DO NOT WISH TO EXTEND THE MEMBERSHIP beyond the 1st month of free membership I would appreciate a reply regarding this. 9. Sep 2 at 11:57 AM DEAR MR CANNONE This is to reiterate-kindly do not charge me further. My order no is Order #: 6029263.In addition to $9 for Arthiritis reversed, there has been a further charge of $1.99 for the CDs and a newsletter.I DO NOT WISH TO EXTEND THE MEMBERSHIP beyond the 1st month of free membership I would appreciate a reply regarding this. 10. Sep 8 at 3:44 PM Kindly refund the membership amt of $19.95. Pl take note of this. I have written to you several times but I have had no reply acknowledgement. Can you be a little more honest and transparent in your dealings. 11. DEAR MR CANNONE I HAVE SENT YOU THIS MESSAGE SO MANY TIMES-kINDLY ACT ON IT AND REFUND THE AMT CHARGED i.e (19.95). Rebecca 12. Sep 28 at 8:36 PM Rebecca George I had sent this man umpteen mails stating that I do no want to be part of his club and refused membership but he insists on cutting money from my account every month. I would be grateful if some one w 13. . Rebecca George To Jesse Cannone Sep 28 at 8:32 PM Kindly do not cut $19.95 from my account every month. I do not wish to be part of your club or a member. I never signed up for this so please have the decency to refund $39.90 you have so blatantly debited from my account. My original invoice no is 503098.Kindly note that I do not want to be a member of your silly club. In case you do not respond I will be forced to take legal action Rebecca

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8:42 pm EDT
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LoseTheBackPain heal n soothe

My encounter with the company started in July 2014. I wanted to purchase one trial bottle of Heal n Soothe, so I entered the necessary information into their electronic website to try to order one bottle. However, somehow the website kept rejecting my credit card details.

In August 2014, I tried again to order one bottle, I was successful at the end for one entry.

So I checked my account with the Healthy Back Institute, I was surprised that I was charged with two bottles. Anyway, I thought it was OK and I could try two bottles before making decision to take it long term.

The first bottle took approximately 8 weeks to get to my mail box. So I emailed them to ask about the second bottle. In fact, I kept asking every 2 to 3 months since then to ask why the second bottle still has not arrived. Various people at the customer loyalty team kept saying that they have reshipped the item. Of course, the second bottle never came.

In the recent two communications:
1. July 2015 - Chelsea from Customer Loyalty Team has asked the her colleague to reship the product; Heather Cannone sent me the following message:

The Following parcel was shipped on 2015-7-8.and will be delivered by International Mail *

Order #: 5964460
Ship To: CHEUK SAN LAW
Hong Kong
ShipVia: International Mail *
Ship Date: 2015-7-8

Parcel #: 1 of 1
18120 (Click To Track) Item # Qty Shipped Description
LWN-HNS-FT-90 1 HNS Free 14 day Trial (90ct Bottle)

*-International mail is shipped via an expediter called FedEx FIMS, which is a service from FedEX that ties in with your regional post office.

2. Sept 2015 - The second bottle still has not arrived. I wrote to Customer Loyalty Team. Celeste said that they would resend the bottle, but they could not refund the cost even if I did not need them to reship. A few days later, Jonathan said that this was the last time they would try to resend the bottle.

Heather Cannone sent me the following this time:

The Following parcel was shipped on 2015-9-9.and will be delivered by International Mail *

Order #: 6181931
Ship To: CHEUK SAN LAW
Country: HONG_KONG
ShipVia: International Mail *
Ship Date: 2015-9-9

Parcel #: 1 of 1
19518 (Click To Track) Item # Qty Shipped Description
LWN-HNS-FT-90 1 HNS Free 14 day Trial (90ct Bottle)
LWN-HNS-INS1 1 Heal n Soothe Info Packet
LWN-TYC 1 Thank You Post Card

*-International mail is shipped via an expediter called FedEx FIMS, which is a service from FedEX that ties in with your regional post office.

...

PLEASE NOTE the two 5 digits number with the (Click to track) in Heather Cannone's messages, ie 18120, 19518. I checked with FedEx and FedEx staff tells me all their tracking numbers are 12 digits whether it is local or international. I checked with HongKong Post (The one and only postal service in Hong Kong), they do not at all have any postal arrangement with FedEx.

So I am really wondering if the company has actually shipped the second bottle at all. I kept asking for proof whether the bottle has arrived in Hong Kong, but they were never able to provide it.

In terms of resolution, I hope that either:
1. they refund the postage and handling cost to me which was US$19.95, or
2. they manage to give me the second bottle of Heal n Soothe

My account's login name with the company is my email address.
If you need the actual email communications, I can send them to you. I have kept all of them from the beginning till now.

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8:33 am EDT

LoseTheBackPain arthritis pills

Ordered "free" shipment, then responded to an email (three times) telling them not to send more. They did anyway and charged my credit card. When I complained, they claim that their emails are "no reply" even though it doesn't say that anywhere on the email. Refuse to refund money. Not a nice company.

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