Restore Hyper Wellness — Local services in Lubbock

I signed up for a membership here. Several months later, I went to the store to cancel, as per the membership agreement. The associate at the front desk told me to send them an email giving notice to cancel in writing, per the membership agreement (see “standard form of cancellation notice” in membership agreement). I did so. I sent another email again about one month later. I was assured by the associate that they would in fact cancel, per their agreement. Many months later, I saw that I was still being charged even after I gave my cancellation notice three times (one in person, two in writing).

Recently, I have exchanged nearly 15 emails with the manager and owner, who first claimed that they have no documentation of my written notice to cancel. In other words, they claim to have no record of my written notices via email to their company email address! Then they stated that I should have communicated more frequently or somehow gotten a confirmation of my cancellation (neither are in the agreement), but then they finally claimed that actually a form is now required to cancel – this form was not given to me upon signing the agreement, is not in the agreement itself, and has never been mentioned until now – from my sign up to my cancelation notices. I suppose they can change the definition of what “standard form of cancellation notice” means in the membership agreement because one employee says this is a written notice via email and the owner claims it is a specific form that requires a signature from an employee to "approve" it.

Beware of this company – if they deny receiving emails, what’s to keep them from telling you that they never received your cancelation form? Or for them to claim that they have no documentation that you visited the store? Or for them to lose or throw away or refuse to accept your signed form and claim they have no paper trail?

I approached them privately and professionally to get a resolution, but after the owner chose to stop responding, I have submitted a complaint with the BBB and other consumer protections offices. It has been two weeks since the BBB complaint, and I have not heard anything from Restore.

Most importantly, if you wish to support an ethical business – steer clear. There are many trustworthy businesses in the Lubbock community who have values such as integrity and honesty and will happily work with you to make something...

I honestly think that all or most 5* reviews here for this Restore location are either paid for or promotional. Beware that the management here lacks customer service skills, so be ready to feel like you are not welcome. It may not be important for you, but if you come to feel good, this may be off-putting. I come to Restore to feel restored and rejuvenated, not to be emotionally deflated as has been my experience here.

I love infrared and cryo and regularly do it in NY. I don't live in the Lubbock area but try to visit when in town for infrared. Restore sent me a promo special via text (5 times!!). I called the location to confirm the offer was valid - they confirmed. As i was already under the IV (!!!) they changed their mind on the offer and said they will not be able to honor the weekly promo they had sent me 5 times! The manager treated me as some sort of beggar, she was rude, raised her voice at me, became red in the face, and then said that they will not be able to “help me”. Beware that they spam you with "specials" to lure you in, and then don't honor it (there are many other people here who shared same experience!) In honesty, the place is lovely, and staff is super sweet, but that owner/manager is absolutely not doing this place a favor (explains why there is such a turnover of staff at this location). Absolutely ZERO customer service and terrible attitude....

I lost my job in August 2020, immediately I told the owner Laura Smith that I could no longer afford the services of Restore, instead of her canceling my membership she put it on hold. Then in January 2021 she started billing me for the membership again. I called and complained to her manager, upon checking my account he saw where I had told her I DID NOT want the membership any longer and reimbursed my debit card. I thought this was the end of the matter but to my surprise my card was again changed for the membership in February 2021. Once again I talked with the manager but he told I needed to complete a form to cancel the membership, this was the first anyone said anything about any form needed to cancel. I checked with the owner Laura Smith and told her I had not used any of the services of restore and would like her to reimburse my debit card the cost of the membership for February!!! She informed me she was NOT going to reimburse the membership because I had not filled out her form in time to stop the membership for February!! I never filled out any form to start the membership!!! Staff very friendly and courteous!! Owner is a piece of work, BE CAREFUL!! $$$ are the only thing that...