David H.
Made Amends
Was contacted by them to discuss the missed emails and was very happy with the customer service I received during our communication. They even refunded me prior to sending anything back... While it did take a bit to get a reply (My emails went to the junk folder) they were very understanding and went above and beyond to correct the issue.
Response from Old Bones TherapySep 18, 2026
David, you're right, and this one is on us. I went looking after seeing your review. Your emails from September 9 and September 13 both landed in our spam folder. You did everything right. Our filter failed, and you sat for a week with no answer. On the fit: 3XL is the largest size we make in the Big Bones brace, so there's no bigger one to swap you into. I'm refunding your order in full today, return shipping on us, and I've emailed you directly with the details. I've also pulled every other customer email our filter buried, and we're fixing it so this can't happen again. Sorry for the silence, David. Brandon, Founder