I initially bought item from The Healthy Back Institute as shown on Facebook. I then cancelled the order as I was due to have a heart procedure and realised I shouldn't be taking any further tablets.... See more
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See what reviewers are saying
Thus us not a new product, as implied in the commercial. I tried it several years ago and it did nothing. The ingredients sound good, but there is so little of each one that one would have to take ex... See more
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Upon receipt of first order in May 2025, I saw pills contained ingredients to which I am deathly allergic. I immediately called and cancelled all future shipments. No future deliveries arrived, but th... See more
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I ordered one bottle of capsules a few weeks ago and I also received a free trial bottle. I didn't notice any difference so not a lot of point continuing. Today I find another payment has gone o... See more
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Company details
Information provided by various external sources
Since 2003, the Healthy Back Institute has helped millions of people from around the world to get lasting relief from lower back pain, neck pain and sciati
Contact info
South Congress Avenue 2407, 78704, Austin, United States
- losethebackpain.com
1.4
Bad
389 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 86% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Return shipping on product that was received but not ordered.
I ordered 1 product. When it came it was accompanied by 6 bottles of a different product I did not know HBI offered. I did not nor would have ordered it had I known it existed. As with all their products it is expensive. HBI says since it was on my order I have to pay the return shipping. I truly hope the product I did order will be worth the hassle. I will not recommend this company to anyone.
29 August 2023
Unprompted review
Reply from Healthy Back Institute
Hi Penny,
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
I’ve tried so many times to cancel my…
I’ve tried so many times to cancel my subscription. As I’m from the uk the cost shipping tax is too much ££ waste of money what a fool I’ve been
24 August 2023
Unprompted review
Reply from Healthy Back Institute
Hi John,
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
Avoid this company! Please cancel my order.
Avoid this company at all costs I would be most grateful if you could cancel my order immediately after several months of failed communication every time we have rang the number it just cuts off and there is no visible email address we can contact I have even been into my bank to cancel your payments twice yet you still manage to find away to keep taking the payments £52.00 is a lot of money to keep loosing each month especially on something that doesn't work! I have now had no choice but to take this matter further.
22 August 2023
Unprompted review
Reply from Healthy Back Institute
HI Ferdia,
Thank you for reaching out to us. We have canceled your subscription and refunded the most recent subscription order for you. There will be no further orders from your subscription after August 25, 2023.
We are concerned that you could not reach us via phone. We checked our call logs going back to your original order date and have no record of the phone number you have on file, connecting with our phone system.
Our Contact Us information is available on our website which includes an email contact page, phone numbers for both domestic and international customers, as well as a link to log into your account to view your order history.
You may also cancel your subscription there.
We are sorry you were unable to reach us through any of these options but have taken care of your request at this time.
Thank you for trying our products!
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
100% Money Back Guarantee is NOT true
My wife has bad arthritis in her knees. We have had a hard time finding anything that will help give some relief from the pain. So after watching the video on Heal-n-Soothe with their 90 day 100% Money Back Guarantee, we decided to give it a try. As you go through placing your order, they show you other products (Super Joint Support, My Daily Collagen, and Rub on Relief). They say when used with Heal-n-Soothe you will get more relief. All these additional products come with a 90 day 100% Money Back Guarantee. So we purchased more than enough of each of these products to last the full 90 days by taking advantage of their bulk order offers. My wife worked her way up to taking 9 pills a day of Heal-n-Soothe as recommended. She took the recommended amount of the other 3 products, too. After 80+ days of taking these products, my wife didn't see any relief in her arthritis pain. We understand that certain types of medications don't work for everyone. That is why we liked their 100% Money Back Guarantee. So, I call their customer support number within the 90 days to get our money back. The person was very nice, took my information, provided information on how to return the unused products, and said it would be 7 to 10 business days after they received the products to get our refund. After a few weeks, I get an email about our refund. To our disappointment, we would only receive about 50% of our money. I called customer support again. This time the agent wasn't so nice. He mentioned their website states they only give refunds for the unused products. I told him that is not what their video or their ordering websites say. I told him I have screen shots of their ordering websites with their 90 100% Money Back Guarantee statements and in none of them are there any type of notation for the "small print" to tell you about the true refund policy. I asked to talk to his manager and that is when he hung up on me. I called back and talked to a different agent who told me a manager would be calling me back. That hasn't happened. So, if you are planning to try Heal-n-Soothe or any of their other products because of the 100% Money Back Guarantee, DON'T!!!!
Updated response to Steve's (HBI) reply on 8-25-23:
Steve, I received emails from HBI about the additional refunds, thank you, but it is still not a 100% refund of the 4 above products we ordered. Also, the "90-Day 100% No Risk Money Back Guarantee" information you provided is not what is provided as you go through the ordering process. None of the products listed anything about single or multiple bottle returns. If it did, I would not have ordered the 4 products because it would not be a true "100% No Risk Money Back Guarantee". When you view the video and start the Heal-n-Soothe ordering process, you are given an offer to "buy 3 and get 2 free" for $147. (I have not received a refund for these bottles.) On this webpage you are provided the following "90 day 100% No Risk Money Back Guarantee":
"When you take Heal-n-Soothe everyday for 90 days, I guarantee you'll feel the difference. If your joints don't being to feel any improvement or if you're not happy for any reason, just let me know and I'll refund 100% of your money. No questions asked. Just call the 24/7 customer service number or cancel online. You don't even need to return the empty bottle. I guarantee you'll love the way you'll feel with Heal-n-Soothe or you'll get your money back."
Next you are presented more information about Heal-n-Soothe "loading dose levels". For the additional bottles we ordered, we will be receiving a full 100% refund for these bottles based on the email we got today. Thank you.
As you continue with your order, you are presented offers for Super Joint Support, My Daily Collagen, and Rub-On-Relief. All these products have similar "90 day 100% No Risk Money Back Guarantee" except for the not having to return the empty bottle section. Again, none of the products mention anything about single or multiple bottle returns. If I had enough space on this platform, I would have listed each "90 day 100% No Risk Money Back Guarantee".
Based on the HBI emails today, we will be getting our full refunds for Super Joint Support and Rub-On-Relief. Again thank you for these additional refunds. Now we would appreciate it, if you can work on getting us the $64 remaining refund for My Daily Collagen and the $147 refund for the "buy 3 and get 2 free" Heal-n-Soothe offer.
10 August 2023
Unprompted review
Reply from Healthy Back Institute
HI Darwin,
We have reviewed the return and what we received back was what was included in your refund.
We did note an error in the amount refunded in the prorating process, so an additional amount was refunded based on what was returned. You should see that returned to your card in the next 7 to 10 business days.
Our returned inventory showed the following:
3 unopened Heal-N-Soothe, 1 opened for a total of 4 - refunded 11 originally ordered
3 unopened Super Joint Support, 1 opened for a total of 4 - refunded 6 originally ordered
1 My Daily Collagen opened -refunded 3 originally ordered
2 unopened tubes of Run on Relief and one opened for a total of 3 - refunded 6 originally ordered.
an additional purchased but not returned was the heating pad.
As stated in our 90-day money-back guarantee, for multiple-item orders, we will refund the unopened, unused product.
In your case, we went ahead and refunded the opened product as well.
The 90-day Money Back Guarantee literature from our Heal-N-Soothe is below, each product has the same literature:
90-Day
100% No Risk
Money Back Guarantee
We guarantee you’ll love Heal-n-Soothe or we’ll refund your money.
If you’re not happy for any reason, simply return Heal-n-Soothe within 90 days of your purchase date for a full refund, less shipping. No questions asked.
For Single Bottle Returns
Simply return your bottle, even if it’s completely empty, and you’ll receive your full purchase price, excluding shipping.
For Multi Bottle Returns
Return all your bottles and you’ll receive a prorated amount based on the number of unopened bottles returned, excluding shipping
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
This is s scam.Trial bottle was…
This is s scam.Trial bottle was offered which I've never received. My account was debited for $73.00 a month later. I received an email that my account was cancelled. I've called twice and they hung up as soon as I asked my money back. Stay away!!!!!!!!
I was offered a refund in a few days. I will change this message than.
13 August 2023
Unprompted review
Reply from Healthy Back Institute
Hi Imre,
Thank you for reaching out to us on Trustpilot.
We have reviewed your account and found that on June 20, 2023, you took advantage of our free trial offer.
To receive the free trial offer, you must agree to the terms and conditions. The terms and conditions of this offer state that you will receive a bottle of our Heal-N-Soothe product for free, just pay for the shipping and handling. The free trial includes our smart ship subscription service. If you like the product, do nothing and we will automatically send you a new bottle every 30 days after the trial period ends. You are under no obligation and you may cancel anytime.
We have found no record of an attempt to cancel your subscription prior to the first subscription shipment, so automatically on July 30, 2023, the subscription was processed and a new bottle was shipped.
As of this time, your subscription was canceled in response to your email received and a refund was credited as well. The refund may take 10 to 15 business days to be received by your bank.
Thank you for trying our product!
Steve, Director of Client Services
The Healthy Back Institute
Cancel my order
I would be most grateful if you would cancel my order immediately. It does NOT work at all certainly not for this customer. I would very much appreciate if you would cancel my supposed order. You sent me my last bottle July 31 2023. I would appreciate if you could refund my last charged payment of 62.61 pounds sterling for One bottle (and i hope it is)
This would be exceptionally appreciated. Gareth Davies
31 July 2023
Unprompted review
Reply from Healthy Back Institute
Hi Gareth,
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 please post your original order number so we can verify which account is yours or please contact us using this form
https://losethebackpain.com/contact-form/
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
I cannot remember ordering anything
I cannot remember ordering anything, now there is a debit of AU $123.04 on my account. I tried contacting to discuss on the number on your website but it’s out of order. I’m scared that further debits may be raised even though I have NOT given you permission.
Please reassure me that you will NOT debit my accounts again and either refund me or provide an explanation as to why you have debited me.
I’ll be raising this with the relevant Ombudsman.
Robin Molloy
11 August 2023
Unprompted review
Reply from Healthy Back Institute
Hi Robin,
Let me assure you, you did place an order with us. Your order was placed on June 24th of 2023 via our online order system. You placed the order after watching a couple of our videos on YouTube. The one that led you to order was "The Joint Pain Protein" with DR Paris.
As part of your order, you took advantage of our free trial offer for Heal-N-Soothe, which requires you to read and agree to the terms and conditions to be able to add the offer to your cart.
The terms and conditions of the free trial state that there is a Smart Ship subscription service included. If you enjoy the product, do nothing and we will automatically send you a new bottle every 30 days after the trial period. You are under no obligation and can cancel anytime.
Upon review, we have found no cancellation request from you via our email, phone support, or by logging into your customer account on our website.
We have at this time, canceled the sub based on this post on Trustpilot. Your last subscription bottle shipped on August 9th, 2023, and is en route to you. After that bottle, no further bottles will be sent and you will receive no further charges to your card.
You state that the phone number you tried is disconnected, but we receive calls every day from our customers so they are active. However, as it is an international number, if you have limits on international calling or a block by your carrier, this may cause the issue you experienced.
If you seek a refund for your purchases, please return the unopened bottles to the address below. Once received, we will verify the returned items, and process a refund minus shipping and handling charges. The refund process can take up to 1 billing cycle from the time received at our warehouse, for your bank to receive the credit. We also recommend you ship via a trackable method.
The return address is:
PBD
ATTN: Healthy Back Institute Returns
7055 South Decatur Blvd
Suite #180
Las Vegas, NV 89118
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
DO NOT BUY FROM THESE SCAMMERS!
I received an email in April 2023 offering me a free bottle of Heal n Soothe and, as I have persistent pain in my joints, I decided to give it a try. I paid the $19.95 shipping requested and waited for my bottle to arrive. When it was delivered, 2 weeks later, I took 3 capsules a day, according to the instructions on the bottle, hoping my pain would ease, but it made no difference. I thought that maybe I needed to take it for longer for it to be effective so, when I received an email offering me another free bottle, I thought maybe I might send for another, so I would be able to try it for a longer time, in case it worked better. It didn't work after taking it for two months. Then in July, out of the blue, another bottle arrived! I was puzzled how I could have received this, so decided to investigate and I noticed that my credit card had been charged £62 in June and the same amount TWICE in July! I investigated the website and was horrified that I had been subscribed to two separate separate subscription programmes. I contacted their customer service, explaining that I had no idea I had signed up for their subscriptions, as the small print must have been very tiny to have overlooked it and I asked for a refund. I cancelled both subscriptions and today I received an email from Jesse Cannone (the man behind the ads) confirming my cancellation and stating that, if it hadn't worked for me, maybe I should have taken more, like 3 capsules, 3 times a day - that's 9 capsules a day! There was still no mention of my refund though, so I replied to him, pointing out that there were numerous reviews on here which were very bad and saying that I would write my own poor review if I didn't get my refund within 24 hours. I am still waiting Mr Cannone!!!
8 July 2023
Unprompted review
Reply from Healthy Back Institute
Hi Lynda, we have reviewed your account and a refund was issued for the July subscription.
As it is an international exchange, it may be 15 to 20 business days before the funds are received by your bank.
Normally, a refund requires the return of the unused portion of the product, but we have waived that requirement for you as well, already.
We ask you to be patient while the process between our banks works itself out.
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
Good luck getting anybody to answer…
Good luck getting anybody to answer emails.
5 August 2023
Unprompted review
Reply from Healthy Back Institute
Hi Sue,
Thank you for reaching out. Our email support team operates Monday through Friday.
You made a purchase online after our regular business hours on Friday and if you emailed since that time, our team has not responded to it yet.
Monday 8/7/2023 would be the first day they would have a chance to respond to any emails sent since 4 PM EST on Friday 8/4/2023.
The team will get to your email in the order in which it was received and they will be happy to assist you.
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
I am an orthopeadic surgeon from…
I am an orthopeadic surgeon from Manchester UK,
I paid £16.24 for postage for free trial of Tablets for back pain, ( that was on 16 August 2022 ), it did not work .then
found out that company had been taken money monthly from my account.sent them e mail 16 Jauary 2023 to cancel but No response. informed my bank in August 2022 but they could not stop them,
this is absolutely fraudulent attitude, they have taken £540.89 from my account so far, please stop it. your medicine did not work, i have 3 bagged bottles and the rest were thrown unopened. please refund my money and stop sending that medicine
my customer number is 230412233646330.
i have informed my bank that i will close my account with them because of you.
i have never signed any contract with you.
15 August 2022
Unprompted review
Reply from Healthy Back Institute
Hi Amed,
Based on the information in this post, we have located your customer record.
Your original purchase was on August 24, 2022, for our free trial offer of Heal-n-Soothe. The Free trial terms and conditions state that you have a set period of time to try the product. If you like it, do nothing and we will begin sending you a subscription bottle at a discounted rate, every 30 days. You are under no obligation, to cancel anytime by simply contacting us or logging into your account online.
We have reviewed our logs for our phone and email systems and we can find no record of any attempt to contact us prior to finding this post on Trustpilot. We reviewed our contacts going back to August 2022, when your original order was placed.
We've also never received any of the 10 bottles sent as subscriptions, back with any indication of a desire to cancel.
All we have is confirmed delivery notifications from the prior shipments.
At this time, we have canceled your Heal-n-Soothe subscription and no further charges or orders will be placed on your behalf as of July 17, 2023.
Our product is backed by a 90-money-back guarantee. We have applied this to the last three subscription bottles shipped and refunded those charges to your card on file.
Thank you for trying our product!
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
I had a worst experience with this…
I had a worst experience with this company. They’re very nice when taking your order but when it comes to refund the worst company ever. My $150.00 was never refunded since they were asking for a tracking number. I wasted my time going to the post office and money sending my return to them. When I first call them the lady said to give them another 2 weeks to process my refund. I gave them another month then they said that they.cannot give me refund since I didn’t have a tracking number. My question on whatever department is receiving the return, don’t they have a way of recording whatever they received? Why do they require me for a tracking number when first of all they didn’t inform me that they require it. The worst company ever. If I can give them negative I will do so.
11 July 2023
Unprompted review
Reply from Healthy Back Institute
Hi Joji
Using the info posted here, we have located your customer file, but we have no record of an order being placed.
Can you please contact us with your order number so we can confirm your order history? Here is our contact form below
https://losethebackpain.com/contact-form/
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
Please refund my a/c $109.06 that was…
Please refund my a/c $109.06 that was debited to my a/c on 4-07- 2023,
4 July 2023
Unprompted review
Reply from Healthy Back Institute
HI Mike,
We have already processed the refund and it is processing.
The process will be slightly delayed due to international exchange rates, but it has been processed as we stated in the last reply to you on 7/6/2023.
We ask that you be patient while the funds are returned to your bank, but otherwise, there is nothing else we can do to assist you. It is up to the financial institutions to work out from here.
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
TRUST PILOT THANK YOU SO MUCH
TRUST PILOT THANK YOU SO MUCH. WITHOUT YOU I WOULKD NEVER HAVE RECEIVED THE REFUND FROM THE HEALTHY BACK INSTITUTE.
ATT'N STEVE (healthy Back Institute)
I would like to thank you also for finally refunding the funds deducted from my account. Its nice to see people looking after there customers. So thank you
For anyone else reading this review that has issues with money deducted and goods sent to them without ordering. My advice is to pay for the shipping and return the goods to The Healthy Back Institute so a refund can be given. This is what I did and Steve did refund the money.
Kind Regards
Don
23 March 2023
Unprompted review
Reply from Healthy Back Institute
Hi Don,
We are glad we could help resolve this and thank you for trying our product!
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
Dreadful company
Dreadful company. Do not buy from Healthy Back Institute. I am finding it impossible to cancel the subscription that I did not sign up for.
My customer number is 230622003742585 for heal n soothe. I do not want any more sent to me. I do not want to be charged for these, please cancel any current/ future orders.
Mrs G Newton. UK
1 July 2023
Unprompted review
Reply from Healthy Back Institute
Hi Gwendda,
We have located your account and canceled the subscription. We have also courtesy refunded the most recent order as well. Thank you for trying our product.
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
I have repeatedly sent you messages on…
I have repeatedly sent you messages on here. You send back a stock answer that everyone is getting.
People PLEASE be aware, this company is a scam. I have read all the reviews and they all say the same….. this company keeps sending rubbish products that have absolutely nothing in them. Then they charge, every month. They’re doing this to everyone, worldwide. Don’t get caught up in this. SCAM
29 June 2023
Unprompted review
Reply from Healthy Back Institute
Hi Sean,
Again we ask that you reach out to us via one of our communication channels. Unfortunately, the information in your post has not helped us locate your account so we can assist you.
Please use the link provided below to email us. Please include in the email, your full name, address, and email used when you originally took advantage of our free trial offer. This will help us locate your account so we can terminate your subscription.
Once we can locate your account, we will be more than happy to assist you further.
https://losethebackpain.com/contact-form/
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
They keep sending me orders and…
They keep sending me orders and charging me even though I did not agree to any further orders
17 June 2023
Unprompted review
Reply from Healthy Back Institute
Hi Brett,
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
Avoid this company!!
Avoid this company!!! Be aware of reoccurring payments after initial 'free' offer.
10 June 2023
Unprompted review
Reply from Healthy Back Institute
Hi John,
Thank you for trying our product! The Free Trial Offer requires you to agree to our terms and conditions.
The terms of the free trial explain that you agree to a trial time period, and if you like the product, do nothing and we will automatically ship the next bottle every 30 days for the reduced member price
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
I never signed up for a subscription…
I never signed up for a subscription and have no idea how you got my info. But there have been at least 4 transactions 2 at $67.62 and 2 at $67.15 since April 3. i never authorized any of these and don't even know what healthy back institute is. I'd like refunds and for this account to be closed!
3 April 2023
Unprompted review
Reply from Healthy Back Institute
Cohen,
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
Money taken Unknowingly
Hello recently bought something from the site and today 56.11 left my account from your website I am very confused why this has happened I would like a refund for this amount please
30 May 2023
Unprompted review
Reply from Healthy Back Institute
Hi Tina,
Thank you for reaching out to us. We see that you have contacted our customer service team and they have already assisted you.
Please let us know if you need any further assistance from us.
Thank You,
Steve, Director of Client Services
The Healthy Back Institute
Money taken from my account
Money taken from my account, and I’m not sure what is this, pls refund my money back and cancel anything under my name or associated to my account please.
27 May 2023
Unprompted review
Reply from Healthy Back Institute
Hi Tuli,
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
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