Autoimmune Institute Opiniones 13

Respuesta de Autoimmune Institute

Actualizada el 1 mar 2026

Hi TG,
We’re genuinely very sorry to read this. We completely understand how disappointing that must have felt, especially as a customer who has supported us for around five years.

Sending short-dated stock with a bulk order is not the standard we aim for. For larger orders(more than 1 bottle), we normally ensure the longest expiry dates available are selected. If that didn’t happen here, that’s on us and we sincerely apologise.

We’re also very concerned to hear that you felt your emails were ignored. We do respond to emails, usually within a few hours on working days, so this is highly unusual and certainly not the level of service we stand for.

Please email us directly at info@autoimmuneinstitute.com
with your order number and the email address used. We’ll be very happy to send replacement bottles with longer expiry dates and get this properly sorted for you.

We truly value our long-term customers and would really appreciate the opportunity to put this right.

UPDATE response:
We have carefully checked our inbox and are currently monitoring all incoming emails, however we have not been able to locate any previous messages from you. It is possible there may have been a delivery issue or a small typo in the email address used.

Could you please resend your message to info@autoimmuneinstitute.com
and include your order number so we can prioritise this for you?

If you would prefer, you are also welcome to share the email address linked to your order in your review, and we will reach out to you directly.

Please rest assured, once we receive your details, we will arrange free replacement bottles with longer expiry dates. There is nothing further required from your side.

We are genuinely keen to resolve this for you as quickly as possible.

Respuesta de Autoimmune Institute

8 dic 2025

Hi Sarah,
Thanks for taking the time to share your thoughts. We understand why this stood out to you and we appreciate the opportunity to clarify.

The company was originally created and developed by Greg and Donna, who built the foundations of the brand. Ownership later transferred to Mr Lim, who is committed to continuing their vision and investing in further improvements for our customers. We are now operating under the new management of AI Therapeutics (UK) Limited.

Although the ownership has changed, our manufacturing partners and suppliers remain exactly the same. All of our supplements continue to be produced in the UK to the high quality standards we have always upheld. We are also in the process of rebranding and updating our image, products and logo, with these changes expected to be introduced in early 2026.

We value openness and your feedback gives us the chance to provide clarity. If you have any further questions or need any additional information, we are always happy to help.
Thank you again for your review.

Respuesta de Autoimmune Institute

10 abr 2025

Hi Angela,
Thank you for sharing your experience with us. We’re genuinely sorry to hear about the issues you’ve encountered with your turmeric order, and we completely understand your frustration.

We sincerely apologise for the inconvenience caused by receiving products with expired BBE dates. I can assure you that we processed the full refund for your returned items promptly.

We want to update you that we’ve made significant improvements since your last experience. All of our products now have a minimum shelf life of 2 years per batch, and we’ve implemented stricter measures in how we manage and acquire stock to prevent this from happening again. We take quality control very seriously, and we’ve worked hard to improve how we handle stock to ensure that our customers receive products with a long shelf life.

We’ve also overhauled our customer service processes to ensure timely resolutions, and we are now much more proactive in addressing any concerns.

We truly hope you will give us another chance in the future. We’ve learned from this situation and are committed to offering better service and a higher level of care moving forward.

Thank you again for your feedback, and we hope to restore your trust.

Warmest regards,
Neil
CS Team Lead
Autoimmune Institute

Respuesta de Autoimmune Institute

10 abr 2025

Hi Denise,
We’re truly sorry to hear about your past experience, and we completely understand your frustration. We sincerely apologise for the way your concern was handled at that time, and we regret that it led to such dissatisfaction.

Since your experience, we’ve made significant improvements to our customer service processes. We’ve only recently acquired this Trustpilot review page, which explains the delay in our response.
Rest assured that we now resolve all customer concerns within 3-24 hours. Our customer service team has been completely overhauled, and we are committed to providing the highest level of support and assistance moving forward.

If your concern had been raised with us today, we would have followed these steps to resolve the issue:

1. We would have asked you to return the affected items for a full refund or a replacement, depending on your preference.

2. We would have covered the return shipping costs to make the process as smooth as possible.

3. Once we received the items, we would have thoroughly investigated the issue, including escalating it to the manufacturer to prevent similar incidents in the future.

4.The reason we ask for batch numbers is so we can identify any defective batches and ensure that they are not dispatched again, protecting the quality of our products and the safety of our customers.

We truly hope you will consider giving us another chance in the future. We value your feedback and have worked hard to improve our customer service to ensure a better experience for all our customers.

Thank you for sharing your thoughts with us, and we hope to have the opportunity to restore your trust.

Best regards,
Neil
CS Team Lead

Respuesta de Autoimmune Institute

10 abr 2025

Hi Jill,
We’re truly sorry to hear about your past experience and the frustration you encountered. We understand how disappointing it can be when products don’t meet your expectations, and we sincerely apologise for the lack of support you received at that time.

Since your experience, we’ve made significant improvements to our customer service. We’ve recently acquired this Trustpilot review page, which explains the delay in our response, but rest assured, we now resolve all customer concerns within 3-24 hours. We’ve also taken steps to ensure we handle all issues promptly and effectively, with a much more responsive and supportive approach.

If your concern had been raised with us today, we would have resolved it with the following steps:

1. We would have offered you a choice between a full refund or a replacement for the product(s) that didn’t meet your expectations.

2. To make it as easy as possible for you, we would arrange for the return of the products at no cost to you, covering all return shipping expenses.

3. Once we receive the returned items, we would thoroughly investigate the issue to identify what went wrong. This could involve escalating the matter to our manufacturer if necessary.

4. The reason we ask for batch numbers is to help us pinpoint any defective batches and prevent them from being dispatched. This process allows us to take swift action to maintain the quality of our products and ensure other customers don’t encounter similar issues.

We truly hope you will consider giving us another chance in the future. Your feedback is invaluable to us, and we are committed to offering the best service possible moving forward.

Kind regards,
Neil
CS Team Lead
Autoimmune Institute

Respuesta de Autoimmune Institute

10 abr 2025

Hi Lutece47,
We’re truly sorry to hear about your experience. We understand your concerns regarding taking Advanced Turmeric while on Rivaroxaban, and we appreciate you sharing this feedback with us.

To clarify, we legally must provide a disclaimer to encourage customers to consult with their doctors if they’re unsure about taking turmeric or any other supplements alongside medications. This is because we cannot provide medical advice on individual cases, especially with prescription medications.

We’ve had many customers use turmeric alongside blood thinners without issues, but there are instances where it may be advised against, as you’ve pointed out. Your doctor’s advice should always be the priority, and we support you in following their recommendations.

Additionally, I apologise for the delayed reply — we’ve only recently acquired this Trustpilot review page, and we’re now actively working to improve our response times. We want to assure you that customer service is one of our top priorities, and we’ll ensure future responses are as detailed, accurate, and helpful as possible.

If you ever have any further questions, please don’t hesitate to get in touch, and we’ll be happy to assist you. Your well-being is incredibly important to us, and we want to make sure you feel fully supported.

Respuesta de Autoimmune Institute

10 abr 2025

Hi Hazel,
Thank you so much for your detailed and thoughtful review! We’re absolutely thrilled to hear that Advanced Multi has worked so well for you, especially after trying other multivitamins. It’s great to know that our formula — free from iron and copper — meets your needs, particularly considering your health priorities and age.

You’ve raised some excellent points about the potential risks of excess iron and copper, and we’re so pleased that Advanced Multi offers an alternative for those who need to avoid these metals. Your recommendation means a lot, and we’re glad that our product has made a difference in your health routine.

We truly appreciate your trust in our brand and will continue to ensure that all of our supplements are of the highest quality. If you ever need anything else or have any further questions, please don’t hesitate to get in touch!

Respuesta de Autoimmune Institute

10 abr 2025

Hi Helena,
Thank you so much for your wonderful review — we're thrilled to hear that you, as a nutritionist, trust our products and that you’re happy with the quality of our supplements!

We truly appreciate your feedback about the delivery process. Just to update you, we no longer use APC as our courier, as they were causing too many delivery issues for our beloved customers. We now use Royal Mail for all deliveries, and we’re proud to say that we consistently deliver within 2–5 working days without fail.

We’re so glad that you’re enjoying the subscription savings as well, and we agree — health is absolutely invaluable.

Thank you again for your continued support and trust in our products. If you ever need anything, please don’t hesitate to reach out!

Respuesta de Autoimmune Institute

10 abr 2025

Hi Nikki,

Thank you so much for your kind review — we're thrilled to hear that our Advanced Turmeric has helped with your knee pain and that you’ve had such a positive experience with both of your orders!

We’d also like to apologise for the delayed response. We’ve only recently acquired this Trustpilot review page and are now actively working to ensure that all customer reviews are addressed in a timely manner moving forward.

We truly appreciate your feedback and continued support. Should you ever have any questions or need assistance in the future, don’t hesitate to reach out — we’re here to help!

Best,
Neil
CS Team Lead
Autoimmune Institute

Respuesta de Autoimmune Institute

10 abr 2025

Hello Mrs S Goddard,

Thank you for taking the time to leave a review — even though it’s been a few years, we want you to know your feedback hasn’t gone unnoticed and is genuinely appreciated.

We’re really sorry that your experience at the time was affected by frustrating delivery issues and limited ways to get in touch. We completely understand how disappointing that must have felt, especially when you were relying on us for support with your health.

Since then, we’ve made some big changes. We no longer use APC for deliveries within the UK — all orders are now sent via Royal Mail and typically arrive within 3–5 working days. We've also invested heavily in improving our customer care. We now respond to all enquiries within 3 to 24 hours, without fail. And to make things even easier, we’ve introduced a live chat service — available from morning to evening on weekdays, and during the mornings on weekends.

We’d love the opportunity to welcome you back and show you just how much has improved. Thank you again for your past support — it really does mean a great deal to us.

Warmest regards,
Neil
CS Team Lead
Autoimmune Institute