ComplaintsforOmbre Lab

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the test kit - late June. Then when I took sample I attempted to mail it back with the label provided. It got sent back to me. No reason why. So I took it to *** store and mailed it at my cost - which now that I think of it was possibly NOT the lab but some administration address. Anyway, when I contacted customer service I heard nothing for days. Then we had an exchange of 6 or 7 emails - they are pretty rude. Make me out to be some sort of idiot. Its not helpful. I would like my money refunded because Im not actually getting anything for my money. Instructions/kit was not clear or label wax incorrect. I have been requesting for weeks a phone number or someone to talk to. Just not equipped to handle actual customers..And read the reviews!! Yikes! And on FB! Stay away from these folks !

  Business response

  07/22/2023

  Ombre's Gut Health Test Kits include a prepaid label on the return box. This is stated on our product page and also printed on the return box itself. The only way a package can be sent back to a customer is if they used the shipping box that their kit was shipped in. The shipping box will have the recipients name on there and if they reused the shipping box to ship their kit then it would return back to them. 

  Our prepaid labels are directed to our lab and never directed to the customer's address. It is likely that this customer shipped their kit with the box we used to ship their kit. And since our labels are prepaid, we never require customers to pay to ship it. 

  We've closed the case and refunded the customer since we've never received her sample. 

  Customer response

  07/23/2023

   
  Complaint: 20301989
  
  I am rejecting this response because:
  I HAVE NOT RECEIVED THE REFUND.
  Sincerely,
  
  *********************

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my kit in September and got my results in October 2022. They claim to help address deficiencies and personalize probiotics for you. They don't do that at all. You get a report showing what you are deficient in but the product they recommend you buy is just a generic probiotic. But they are very MISLEADING in using language to make you think it is personalized. When I realized it and asked they said: "We best match you with one of the probiotics that we offer". I realized it actually only addresses two of the bacteria I am deficient in (out of 7 total). I've copied the response from ******* in customer care. As you can see she tries to use research and science to distract but with that confirms it does not address my personal deficiencies. So don't believe the advertising. Just go buy a generic probiotic.Please note that when it comes to probiotics, strain specificity is how science has shown to positively modulate the microbial biome providing the optimal environment for specific beneficial bacteria to grow. While science has not been able to replicate and encapsulate many of the beneficial bacteria that we know positively influence our health, continual research has provided valuable insight into which strains of bacteria (generally found within the bifidobacteria family and lactobacillus family) are able to change the environment of the microbiome to encourage the growth of critical beneficial bacteria as well as directly targeting any pathogenic growth. Additionally, continual research has provided the exact strains of probiotics that can be used to address specific imbalances or symptoms.So while you wont see some of the specific bacteria presented deficient within your analysis in your probiotic, you will see specific strains of bacteria that have shown within the research and clinical studies to target presented symptoms and optimize the microbial environment resulting in an increase in specific beneficial bacteria that you may be deficient in

  Business response

  10/25/2022

  Hi ******, 
  

  Thank you so much for your feedback. We've reviewed your conversation with our agent and we're confirming that a subscription tied your order has been cancelled. If there is anything else, you can always reach out to **********************************.

  Customer response

  10/26/2022

   
  Complaint: 18240623
  
  I am rejecting this response because: My issue is with the false advertising which is why I made my initial purchase. Only to now find out you just sell generic probiotics that are not based on my unique results. You are implying you have more unique blends that can help address specific deficiencies people have. This is not the case. You just tell people to buy your generic probiotic and do not have a blend based on my unique deficiencies. Since you did not deliver what you said you would, I would like a refund.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear BBB Representative,??I had originally signed up for a supplement program through a company called Thryve which later rebranded as Ombre. I had received their supplements on a monthly basis for over a year. When they rebranded toward the beginning of ******************************************************** March of 2022 I deactivated my account with Ombre. ??I received email notification from Ombre on 10/2/2022 informing me that they were sending me a shipment of product and I responded the next day that I did not order this product and letting them know I had deactivated my account back in March of 2022 and that I wanted an immediate refund and would happily send back their product. I received a response on 10/4/22 that the product had already shipped that if I was to return it I would be charged a 25% restocking fee and have to pay for return shipping which is unacceptable to me as I never ordered this product.??I am looking for assistance from the BBB to help in receiving a full refund and making sure Ombre does not erroneously send me product or charge me in the future. Anu assistance you can provide would be very much appreciated.??Sincerely,*********************** ************??Ombre ORDER #OM65172

  Business response

  11/11/2022

  Hi Merill, 

  We see the conversation you have with our customer care team and it's been settled. We've received the return and the refund should process once the case you filed has been processed. The reason why you continued getting probiotics its because you pushed the delivery date further instead of cancelling the subscription. We've gone ahead and made the cancellation for you on our end.  

  Best,

  Ombre ************* Team

• Initial Complaint

  09/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a subscription for quarterly deliveries of a gut health product from Ombre Labs. On May 24, 2022, Ombre charged my credit card in the amount of $89.99 twice. I have not been able to successfully contact the company to resolve this duplicate charge. Because of this, I cancelled my subscription, yet received product by **** on September 10, 2022.

  Business response

  11/11/2022

  Hi there!

  Thanks for choosing Ombre.

  We haven't received any messages from our support channels and our team is ready to offer support by walking you through the return process. We also do see a case you opened with your bank, please check on the status on that as it has already been settled on Oct 27,2022.

• Initial Complaint

  04/22/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I sent this company $80 for a test. They sent me the kit. I followed instructions and sent it back. I never received a response. I contacted their customer service. They said something was wrong with the registration and I needed to send more money for another kit. I refused saying I’ve given them $80 already and have gotten nothing. They stopped responding to me. Ignored my request fir any type of refund and simply shut me out. A total scam. I want my money back.

  Business response

  05/02/2022

  Our Gut Health Kits require users to register their activation codes before mailing their sample to the lab. It is mention more than 5 times in the kits. We have records of what users do on our website and unfortunately, Nicolas failed to register before mailing his sample. Our activation codes are not tied to a tracking number nor is it tied to a user until the user registers the code. With no activation code activated, Nicolas will never receive his results. For unregistered activation codes, customers must go through our replacement policy. Since he didn't understand anything from what customer support explained, we've simply processed a refund for him in April. He's more than welcome to try again.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a test kit and sent it in on month ago and never received results. They said that I needed a code but I submitted everything back to them. I would like to receive my money back of $49.00. This is ridiculous that they are saying that I need a code it was on the test tube that I sent back I guess. They need a better system. Now I am out $49.00 an no results.

  Business response

  02/11/2022

  Hi *******, 
  
  

  Based on our database and the email exchanges we have with our agents, you did not register an account on both emails you've provided to us. The two emails are ***************** and *******************. On top of that, no kit ID (activation code) was registered under your name which is the process you clearly missed before shipping your sample to our lab. 

  We do not know what activation code is assigned to the customer until they activate it online.
  
  When the lab receives the samples, they don't receive any personal information, just the Kit ID (activation code). They process all the samples but they don't know who they belong to. That's to keep personal information confidential. The lab assumes that all samples they receive were already activated first since it's the first step in the instructions. That's why it's really important to activate the test kit before mailing it that way you receive the test results. 

  Unfortunately, we are unable to issue a refund. Our new policy only allows us to ship a replacement order for $50 for unregistered test kits or issue a merchandise credit. 

  Best,
  Russell 
  CX Manager

   

   

  Customer response

  02/12/2022

   
  Complaint: 16745862
  
  I am rejecting this response because: I would like a refund for all of the trouble time wasted and no results and lack of organization from the company.  I did all of the steps to complete the test and dont want to go through all of this again with this company.  
  
  Sincerely,
  
  *************************************

  Business response

  02/26/2022

  *******, your claim of time wasted and no results is the result of simply not following the directions. It is printed on the kit, it's on our FAQ page, and we've sent reminders to activate your kit. There is no lack of organization in the company nor should the company blamed for an important step you simply did not do. You also ignored our support agents after they tried to support you and when they mentioned our policies. On top of that, we can see if you read our messages.

  For anyone who did not register their kits before mailing their sample can go through our replacement policy.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cannot cancel! I have attempted to cancel my subscription 4 times without success. Their website is barely functional and their manage subscription button only allows you to add products. Recently I requested a three month delay which did show on my account only to have them rebrand, which was not communicated, and send me a completely different product the next month anyway. I disputed the charge and emailed my 3rd cancelation request. Then today I received an email stating my subscription has been processed again. They do not respond to e-mail or their online request for contact. I will be disputing the charge again and would like my subscription canceled. They seem like a shady company.

  Business response

  02/11/2022

  Hi ****,
  

  These are two email exchanges we have with you with two of our agents. The first one being that we pushed the subscription date further and the second cancelling your subscription. It looks like you have issues on your end accessing our portal to manage your subscription. In the link below is a direct link that goes to subscription portal. You can see that we've cancelled your subscription and have also refunded that recent order as well.
  
  https://www.ombrelab.com/tools/recurring/portal/a8ae92d165480ac9a8e483e46ab710/payment_methods?token=82547130db5c4d81b2ec334ffa1e1f94
  
  For whatever reason you weren't able to access your subscription portal, we do apologize. Again, we have taken care your subscription order and refund and you are welcome back anytime. If you have any questions, you can reach out to **********************************.
  
  Best,
  *******

   

   

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/10/2021. The company was fka Thryve Inside. They were sold/bought out (unsure) and are now Ombre Lab. No notice of this was distributed. Based on at at-home sample collection test, I have been receiving supplements since May 2021. Ombre changed the formula, also with no notice. Since day 1 of the new supplements Ive been experiencing the same health issues I was prior to the supplements from Thryve. I reached out to inquire if there was any change to the supplements to which they confirmed. In comparing the two bottles, there is a major difference in the formulas. They offered to put me in touch with a nutritionist to find a different blend better suited, but I no longer trust the company.

  Business response

  02/24/2022

  Emails were sent to all customers prior to launch date and at launch. Emails mentioned about rebranding and probiotic change. Also shows evidence the customer opened emails prior to leaving to this complaint as shown in photo. We can track all emails that were opened and read. 

  Customer is clearly disappointed that ********************** probiotics have changed to a new and improved formula that are still based on their sample report.

  Here's what out nutritionist stated about how we recommend the probiotics and this the same nutritionist who was under Thryve - The recommended probiotics are matched to each individual. At Ombre, we follow the research. The research provides probiotic strain efficacy based on the resolution of targeted symptoms, ability to target pathogens, and modulating the biome environment to encourage the growth of beneficial bacteria. Based on symptoms reported and your sample analysis, probiotic strains within our blends are matched to the individual based on supported research.

  Again, customer was notified about the probiotic change prior to rebranding and she prefers the old formula which we don't offer. Customer has formed their opinion about the probiotics while most customers were fine with the new changes we've made. We can't make everyone happy which is completely understandable. She made the choice to leave, but she can still use her gut health report as a way to purchase 3rd party probiotics that can work for her. 

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩