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The Healthy Back Institute 4610 Prime Parkway / had never asked to join a repeat program of heal n sooth but product keeps arriving in the mail and being billed to my master card.

1 Review updated:

I have emailed each time requesting they cease sending Heal N Sooth, but so far after three emails no success.The first contact was
for a sample bottle only which was to cost postage only. But without any correspondence by myself or the Healthy Back Institute another bottle arrived in the mail.I immediately emailed to say this was not requested but so far after all the emails I still am seeing something on my Master Card that was not requested.

Jo
Jun 08, 2018
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  • Lo
      Jul 03, 2018

    Hi John,

    Thank you for taking the time to leave your feedback about your recent experience with our company. We’re disappointed we failed to meet your expectations as our goal is to provide only the highest quality products, services and information with every interaction you have with us.

    It appears you agreed to our monthly autoship service when you accepted your free trial. I’ll explain how to easily and immediately cancel this service below. But first, I wanted to address for your sake and those who will read your review and our response, how our autoship program works

    ** How Our Autoship Program Works **

    When we offer a free trial, it’s with the expectation that you’ll love the product. Most do. The purpose of a free trial is to give you the opportunity to experience it for yourself and decide before ever paying full price whether you’d like to continue using it.

    For that reason, we make it easy to continue receiving the product you received a trial of by enrolling you – with your express permission – in our autoship program. We always clearly and concisely provide full details of the autoship program in plain, regular size print front and center on the order page. Not buried in fine print. And, because we know some may still only skim the details before placing their order, we require all customers to manually select a checkbox indicating they’ve read those Terms & Conditions before ordering by disabling the Order button until they select that box.

    For the benefit of all reading this review, here is the actual text we provide on the Order Form that must be agreed to before accepting the trial offer with autoship service:

    Terms & Conditions:

    "If you're 100% FULLY SATISFIED with Heal-n-Soothe® then do nothing, and in 30 days from your order date automatically receive a Full 30 Day Supply Bottle, each and every month with SmartShip. For the low Trial-Members Only price of Just $49.95 - That's a savings of $9 OFF the regular price of $59.00. You are under NO obligation to continue beyond your FREE Trial bottle. If the Heal-n-Soothe® trial doesn't work for you, just cancel AutoShip within 30 days of this order, no questions asked, by simply calling toll-free [protected]."

    As you see, anyone can cancel their autoship order long before we ever ship and bill for it with a quick toll-free phone call. However, you can still easily cancel your order at any time. Here’s how...

    ** How to Easily Cancel Any Autoship Order **

    Our goal is to send you only what you want, only when you want it. That’s why we give you multiple ways to contact our Customer Service team to modify or cancel any order you place.

    Our preferred way for you to contact us is through the “Submit a request” form in our online helpdesk system found here: https://thehealthybackinstitute.zendesk.com/hc/en-us/requests/new

    This link takes you directly to the form. The reason that’s our favored method of communication is because your request gets entered directly into our system exactly how you want to communicate your need to us. It also notifies our customer support team by email that you have submitted a request.

    Another option would be to modify or cancel your subscription through your Customer MyAccount, which can be found here: myaccount.losethebackpain.com

    We also provide our full contact information, whether you wish to reach us by phone, fax or regular mail, along with our customer service hours of operation on our Contact Us page found here: http://www.losethebackpain.com/contact-us/

    You are welcome to reach us using any of these methods to cancel, suspend or modify your autoship order or with any other questions you may have.

    Thank you again for providing your feedback on your experience. I hope with our reply you’ll consider amending your review.

    Our Best wishes,
    Eva Klein Customer Service Loyalty Manager
    The Healthy Back Institute
    www.losethebackpain.com"

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