ComplaintsforNeurohacker Collective

• Initial Complaint

  03/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I was sent the below off email from the company to come back as a subscriber and get 2 bottles for $99. When I tried to order I got an error saying I was not a first time subscriber. The email ****** states for me to come back as a subscriber. When I reached out to **************** they said the offer was only for first time subscribers. This is false advertising. They should honor the email deal.Hello ***, You were a VIP customer of ours! You invested in your health with Qualia products, and we appreciate it! But it's been a while since you've shopped with Qualia, so we want to earn your business back. Thats why were offering you a 2 For The Price Of 1 + FREE Shipping Special on some of our best health-supporting products. Click below on any or all of the gift offers while they last**, and let us score you massive savings on refocusing on your health in 2024! Choose Any or All Gifts Below:2 For The Price Of 1 + FREE Shipping on Qualia Senolytic 2 For The Price Of 1 + FREE Shipping on Qualia Mind 2 For The Price Of 1 + FREE Shipping on Qualia NAD+ 2 For The Price Of 1 + FREE Shipping on Qualia Life 2 For The Price Of 1 + FREE Shipping on Qualia Night Hurry, Gift Offers End In:

  

  Business response

  03/04/2024

  Dear BBB Representative,

  We appreciate the opportunity to address the concerns raised by ******************* and provide clarity regarding her recent interactions with our company.

  First and foremost, we acknowledge and apologize for the inconvenience *** has experienced in her dealings with our marketing offer and our team.

  Regarding ***** specific requests for 4 refunds, 1 replacement, 6 Qualia Mind first order promotions, 2 Qualia Focus first order promotions, we confirm that we have processed these requests in accordance with our company's policies. Despite challenges presented by the use of multiple email addresses by *******************, we have made every effort to accommodate her needs.

  We also recognize the importance of transparency and accountability in our marketing communications. While we take responsibility for any oversight in properly filtering ***** account and including necessary disclaimers, we have taken corrective measures to prevent similar issues in the future. As a gesture of goodwill, we have provided *** with two complimentary bottles of Qualia Mind to rectify the situation.

  However, it has become apparent that our company may not be the best fit for ***** needs at this time. In light of her repeated attempts to take advantage of promotional offers and her interactions with our team, we believe it is in the best interest of both parties to respectfully part ways. As such, we kindly request that *** refrain from placing further orders with our company and engaging with our customer service representatives. We have informed her 10 times that she is not eligible for the first order discount price with subscription of Qualia Mind.

  We appreciate your attention to this matter and are confident that we have taken appropriate steps to address ***** concerns and prevent similar issues from arising in the future.
  

  Should you require any further information, please let me know.  

  ************
  

  Senior Customer Experience Manager
  NHC
  
  

  
  

  Customer response

  03/04/2024

  I do not accept this as they sent me the email offer to come back to be a customer and get 2 bottles of Qualia for $99.  I did not try to sign up and get another free trial as a new subscriber.  I heard their sentiments that I was not able to under any new subscriber offers But they sent me an offer to come back.  I was replying to their email offer that they sent me.  Email is below. 

  
  
  Hello ***,
  
  You were a VIP customer of ours!
  You invested in your health with Qualia products, and we appreciate it!
  But it's been a while since you've shopped with Qualia, so we want to earn your business back. Thats why were offering you a 2 For The Price Of 1 + FREE Shipping Special on some of our best health-supporting products.
  Click below on any or all of the gift offers while they last**, and let us score you massive savings on refocusing on your health in 2024!
  
  Choose Any or All Gifts Below:
  2 For The Price Of 1 + FREE Shipping on Qualia Senolytic
  
  2 For The Price Of 1 + FREE Shipping on Qualia Mind
  
  2 For The Price Of 1 + FREE Shipping on Qualia NAD+
  
  2 For The Price Of 1 + FREE Shipping on Qualia Life
  
  2 For The Price Of 1 + FREE Shipping on Qualia Night
  
  
  
  Hurry, Gift Offers End In:
  
  
  
  
  
  
  
  
  
  **note offer automatically enrolls in a cancel-anytime monthly subscription for one Qualia unit per month.
  note offer applies to the first shipment of subscription orders.
   Copyright 2024 Neurohacker Collective, LLC, All rights reserved
  If you no longer want to receive these emails, please Unsubscribe.
  Neurohacker Collective 2011 ********************** Suite 101 - PMB ********************************
  

  

  Business response

  03/04/2024

  As noted in my original response, we sent her two FREE bottles of Qualia Mind due to the inconvenience. We feel this issue is resolved.

  Customer response

  03/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The website claims you can easily cancel your subscription, even provides a guide to do so but when you try to cancel it yourself it is impossible. Happened today 03/02/2023

  

  Business response

  04/07/2023

  Hi ****,

  
  

  We received the following BBB complaint stating the following "The website claims you can easily cancel your subscription, even provides a guide to do so but when you try to cancel it yourself it is impossible. Happened today 03/02/2023".

  
  

  Below is the documentation for ***************************** account. We responded within 24 hours of receiving ****'s email, and feel we have assisted him to the best of our ability. 

  
  

  Our system shows the customer placed an order for a free bottle of Qualia Focus on Mar 2 2023 at 11:35am PST in which he paid for the shipping charge, and signed up for a monthly subscription.

  
  

  On Mar 2, 2023 at 3:46pm EST, our system shows the customer sent the following email to our support team: I need to cancel my subscription... The guide you have on your website is a lie because you conveniently have the cancel subscription button missing from both your desktop and mobile version of the site.

  
  

  On Mar 2, 2023 at 3:49pm EST, our system shows the customer sent the following email to our support team: It is actually impossible to cancel your subscription on your website even with your guide. The cancel subscription button does not exist. Really has me feeling doubtful about the product you're going to be sending me. Please cancel my subscription thank you.

  
  

  On Mar 2 2023 at 5:21pm EST, our system shows the customer sent the following email to our support team: I need to cancel my subscription... the guide you have on your website is a lie because you conveniently have the cancel subscription button missing from both your desktop and mobile version of the site.

  
  

  On Mar 3, 12:20pm EST, our system shows the customer sent the following email to our support team: Can someone please help me cancel my subscription?
  

  
  

  Our Customer support team responded to the four emails on Mar 3 at 2:51pm EST with the following response: Hi ****, thank you for being part of the Neurohacker community. I've canceled your Qualia Focus subscription, so you're all set and will not receive any future shipments. If we can support further, let us know. Have a great weekend. In which **** responded asking if he was still going to receive his product, to which we responded yes, absolutely.
  

  
  

  Not to BBB & customer:

  Please understand that our Customer Support team was attending a team gathering off site on March 1 and March 2. We are terribly sorry we were not available when you emailed us on March 2. We meet as a company once a year, and that day happened to be the day we were attending an off site meeting. We hope you understand why we were not able to respond to you immediately. With your complaint, you mention a refund but the product was free, so we feel our apology and explanation to your BBB complaint is fair.

  ?

  
  

• Initial Complaint

  01/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Hello,This morning my husband tried to take advantage of the 50% off promotion for his first order, as this was his first time ordering the product. When he hit the final button at check out (which showed a total of $144), the total miraculously went up to $233.88 when we received an email confirmation for the order. Both my husband and I reached out to customer service immediately after placing the order. They said they wouldn't honor the 50% off because I had taken advantage of the promo before and I live in the same household (which is stated nowhere on the promo, so it's a false advertisement). Beyond this, the customer service representatives stopped responding when we said we wanted to cancel the order - we both proceeded to reach out to the company through different means (text, email, call) an additional 5 times over the last couple of hours. They finally replied and said they couldn't do anything about it, that the order had already shipped. Now wasting hours of my husband and I's time due to false advertisements and horrible customer service. I want them to refund me immediately and to change their promos on the website so no one else gets caught in this trap.Sincerely,******

  

  Business response

  01/21/2022

  ******,
  Our support team has contacted you earlier this week directly but I'm responding here as well. We want to go above and beyond your expectations. We have refunded your full order, and canceled your subscription. I hope this satisfies your complaint.
  Take care,
  Lauren
  

  Support Message:
  In February 2021, you placed two orders on subscription & received the first-time subscriber promotion on both orders, &then reached out after your 2nd renewal orders were processed stating you did not understand why we charged you a higher price on your second order and requested a full refund.  We responded stating we would refund the order & asked for you to refuse the product, which you did not.  We informed you of our 1 unit refund policy in May of 2021.  You received 3 orders refunded in full, w/o returning the product to our warehouse.  
  On Jan 19, you attempted to place two orders for 2 bottles of Qualia Mind with the 1-week Qualia Immune promotion & were provided an error message stating you are no longer eligible for the first-time subscriber promotional price on both attempts.  You then placed a third order for 2 bottles of Qualia Mind with the 1 bottle of Qualia Immune promotional bottle. Our system charged you the 15% off price on both bottles.  You then reached out to customer support asking to cancel the shipment or refund your money.  We are so sorry you were under the impression this was your 1st time ordering.
  When you clicked on "subscribe & save" in February, you signed up for the subscription for both products, & requested later to cancel the subscription.  We inform our customers at the time of purchase and when they click on terms & conditions.  Our system shows you signed up again yesterday, Jan 19.  
  Our Customer Support team responded to each inquiry.  We informed you that we were not able to cancel the shipment but that you could refuse the delivery.
  We refunded the full amount & we've canceled your subscription.
  

  Customer response

  01/24/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

*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. ↩