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:09/23/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 a digital product (hair testing) from Sensitivity Check last month for $25. Their website advertises a 100% money-back guarantee within 90 days. I requested a refund well within this period, but the company refused, imposing hidden conditions (completion of an elimination diet and a 14-day diary) that were not clearly disclosed and are incompatible with my medical prescriptions. This is misleading advertising and an unfair business practice. I am requesting a full refund as originally promised.

  Business Response

  Date: 10/06/2025

  Thank you for reaching out and sharing your concerns.
  
  Ive reviewed your order AT-****** and can confirm that you purchased our Standard Sensitivity Test, which is designed to provide insights into potential sensitivities. We always make it clear that our testing is not a medical diagnosis and should not replace professional medical advice or treatment.
  
  You completed the test and received your results on 26th August at 10:23. On 1st September, during your Livechat conversation, you mentioned that the results contradict other genetic medical tests. Its important to note that sensitivity testing and blood-based or genetic testing measure entirely different responses, which is why results may differ.
  
  You have agreed to our Terms and Conditions before payment was taken for your order:
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  Under Disclaimer and Limitations, our terms clearly state:
  
  Our test and this Website do not make a medical diagnosis nor is it intended to be a substitute for professional medical advice, diagnosis, or treatment.
  Always seek the advice of your physician or other qualified health provider if you have a medical condition or with any questions you may have regarding a medical condition and/or medical symptoms. Never disregard professional medical advice or delay in seeking it because of something you have read on this Website.
  All probable or possible diagnoses generated by a test supplied or this Website need to be discussed and confirmed with a qualified medical practitioner. We also recommend that anyone changing their diet should consult a registered medical practitioner in the first instance as our test results are not tailored to your specific requirements.
  
  Under Cancellations, the following is also clearly outlined:
  
  Sensitivity Testing
  All sensitivity tests purchased by individuals for non-commercial use are protected by a 100% money-back guarantee subject to:
  Completion of an elimination diet based on their results.
  Important: Refunds can only be claimed after completion of the elimination diet and within 90 days of purchase.
  
  These terms are available prior to purchase and must be accepted before checkout. It is therefore the customers responsibility to review them before proceeding. You completed the test, received your results, and then requested a refund which does not meet the refund criteria stated above.
  
  As such, this case is now considered closed, and no refund will be issued.
  
  
  Kind regards,

  Usman 

  Customer Service Manager

  Customer Answer

  Date: 10/06/2025

   
  Complaint: 23923225
  
  Response to Business:
  I respectfully request a full refund for the purchase of the sensitivity test.
  It is unreasonable and inappropriate for the company to require me to follow a specific elimination diet as a condition for a refund, especially since such a diet contradicts my medical prescriptions. No refund policy should be contingent upon a medical treatment or dietary procedure that could interfere with a persons health or medical care.
  I therefore maintain my request for a full refund and ask that BBB continue to assist in resolving this matter.
  Sincerely,
  ******** *******