Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 07/23/2023

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

• Initial Complaint

  Date:10/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:10/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:09/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.