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:12/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Cerebelly mold is at it again!I opened a bar to give to my daughter and one whole side was covered in mold. And as an added bonus A WORM was also inside the bar!!!This business had a recall last year and a year later is still producing products with mold on them. It is NOT a safe company and a class action lawsuit will be in the making.

  Business Response

  Date: 01/07/2025

  First we want to apologize again for the experience youve had. This is not the standard we hold ourselves to and we take this very seriously. This has been reported to our ** team and manufacturer and they are investigating how this could happen. We tried calling and left a message as well. We will try calling again at a different time. Thank you for passing along lot code information. For us to continue investigating we do need the bar back and we've sent over a prepaid return label via email. Were also sending over a Whole Foods gift card to your email as well. Please know, all of our production facilities are third party certified and audited on a regular basis. We know this is a less than ideal experience and want to reiterate that we take claims like this seriously. We work with others, and continually expose ourselves to their random testing, including that of Clean Label Project.
  

• Initial Complaint

  Date:10/25/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  When I first signed up the first 3 orders were supposed to be $63.51. They only charged me the correct price for the first order and then the last 2 I had to jump through several hoops just to reach out to them to get it corrected. They eventually refunded our last order completely, which I appreciate, but I still should not have had to do this. I shop online frequently. I have NEVER had so many issues from one company. I had cancelled our subscription and another charge showed up on our account and said that a shipment is on the way. I considered signing back up for the extra flavors they have available that our stores dont carry regularly but this is absolutely the last straw. I WANT TO MAKE CERTAIN THAT OUR ACCOUNT IS CANCELLED! Thanks.

  Business Response

  Date: 10/26/2023

  Hi Crystal, 

  Your account is cancelled and completely deleted from our system. You're always welcome to sign up for a new account anytime with the same email if you'd like. Again, we're so sorry for the negative experience and for falling short for you. 

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We just bought 2 boxes of cerebelly bars yesterday (09/19/23). Upon opening an apple kale bar, I noticed some mold on both ends of the bar. Expiration date is 11OCT2023. Im surprised that they are still creating this bar even though theres been multiple complaints about it.

  Business Response

  Date: 09/21/2023

  We're so sorry for the negative experience and for falling short for you. This is not the experience we strive for or want to deliver. I'm so sorry we don't have a way to refund purchases from other retailers. We can create a code for you to use on our website if that works for you. Please let us know. 

  Again we are sorry if your product experience was below our standards and your expectations, as well as for any disruption of your busy households routine. We remain committed to real science, transparency, and listening to your familys needs.

  Customer Answer

  Date: 09/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/20/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 found mold on a bar that wasn't close to Expiration. I reached out to the company and received below! They clearly are aware of this Mold and calming it's nontoxic. Hi *****,Thanks for bringing this to our attention. This is definitely not okay and not the kind of experience we want you to have with us. We sincerely apologize that what you purchased was not at the standards we pride ourselves on, nor what youd expect from Cerebelly.I'm also so sorry your little one has consumed some of the bar. Please know that weve identified that the type of mold is Aspergillus, which is common indoors and outdoors is not considered toxic and is unlikely to pose a safety concern. The mold tested does not contain toxins. We always recommend that if you are truly concerned, call your medical professional for further advice. Also, please rest assured that this has been reported, and our ***************** team is taking the necessary measures to ensure this issue is corrected and not ongoing.While we continue to investigate and actively work to correct this issue, we can give you a discount code for our website equal to the amount that you spent in-store on the impacted Smart Bars, or we can send you a replacement free of charge. Which would you prefer?I look forward to hearing back from you and making this right.Very Best,Teaera On Mon, Sep

  Business Response

  Date: 09/21/2023

  We are sorry if your experience was below our standards and your expectations, as well as for any disruption of your busy households routine. To resolve this issue we've implemented corrective actions which are also reported to the **** All our production facilities are certified and audited on a regular basis. Weve tightened up several specs and added some additional standard operating procedures. Weve also added even more environmental monitoring at our production facilities. At Cerebelly, we have held ourselves to a higher standard from Day 1. This is not the experience we want to deliver to every Cerebelly family every day. Again we apologize for the negative experience. 

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20631578
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 5 count pack of Cerebelly smart bars strawberry beet for $4.99 at Publix in *********, ******* on September 13th, 2023. The expiration date is ******* 3,2024 but 4 of the 5 bars have mold all on them! 898520v004 SKU 8 **********

  Business Response

  Date: 09/18/2023

  Hi *******, 

  Thank you for bringing this to our attention, please do not use the bars. We are so sorry this happened! At Cerebelly, we have held ourselves to a higher standard from Day 1. This is not the experience we want to deliver to every Cerebelly family every day. Please know we've reported this to our QA team and are working to resolve this as quickly as possible. I'm so sorry we are not able to refund items bought at another retailer. We'd ask that you please go back to the store for a refund. If we can assist with anything at all please let us know. 

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  This business says they have had a glitch in their system and that is why they changed my custom bundle to a bundle where they pick what I buy or as they call it "the recommended bundle" I didn't sign up for that and they haven't helped me fix their mistake. I have very severe ADHD, dyslexia and just recently went on leave due to a stress event that caused PTSD for me. I haven't been able to read and process information the same since. I have begged this company for months now to call me and resolve this matter but they refuse. ****** says she's a supervisor but has done nothing but want to brake into my account without me. I've repeatedly told her no and now she threatened to delete my account. They have already charged me for the next shipment and didn't let me log in because of another "glich" to put in a discount code they had given me. So now I am being forced to pay for flavor I don't want at full price and there is nothing I can do about it. They don't have any customer service people who can call and because of my disability I can't seem to resolve this. I need someone from the company to call me to help resolve this issue.

  Business Response

  Date: 09/11/2023

  Hi, 

  There is a tech error with her account in which the bundle was switched, this was communicated to this customer. Apologies again that this happened, it's very unusual and not the usual experience at all. We're sorry you are unhappy with the resolution and that we do not offer phone support at this time. The customer needs to switch out her bundle to fix this tech error. If the customer isn't willing to switch the bundle or can't for some reason we can delete the account and start fresh, which is what I offered. The last order is also refunded (#626259) on behalf of the trouble. Please allow a few days for this to settle. 

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20586062
  
  I am rejecting this response because: I never wanted you to cancel my order. This is the type of miscommunication I've had with this company and I'm sure it would be resolved in minutes if I could talk to a human. Now my child won't be getting her food?! I'm super upset at this resolution.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/12/2023

  We are sorry to hear that you are unhappy with the resolution. We'll report this again to our dev team. The last order is refunded already so please know that is still going through. The order wasn't cancelled, just refunded. 

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We purchased Cerebelly (carrot/date) from our local Whole Foods 10 days ago only to find the bars were moldy. We returned the item and Whole Foods replaced the box for us. Heres the kicker those bars were moldy too. We are working with the grocery store for a refund but this is a big issue and I felt the company should be made aware of the moldy bar pattern occurring with the product. Thank you.

  Business Response

  Date: 09/18/2023

  Hi there, we are so sorry to hear this. Rest assured this is reported to our QA team!

  At Cerebelly, we have held ourselves to a higher standard from Day 1. This is not the experience we want to deliver to every Cerebelly family every day. The mold on the bar is not toxic nor known to be harmful if consumed. Weve identified that the type of mold is Aspergillus. Its common indoors and outdoors so not to worry, people breathe this mold every day without getting sick. The *** states Its probably impossible to completely avoid breathing in some Aspergillus spores.
  
  In addition, a third-party lab test showed no evidence of a safety risk. Rest assured the mold tested does not contain toxins. 

  If we can do anything else to help out, please let us know. 

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  There is mold COVERING the entire bar. I spent $6.79+tax on each box (8 boxes) and they are completely molded. ****************** in mold. Disgusting & had I not noticed, normally I just hand them to my kids, but the first time, I opened it for them - and then I spotted the mold. After that, I kept opening the bars for them and they're completely covered. ********************** / ****************** ////////

  Business Response

  Date: 09/12/2023

  Hi, 

  Thank you for reaching out and bringing this to our attention. We are so sorry to hear this!  
  
  At Cerebelly, we have held ourselves to a higher standard from Day 1. This is not the experience we want to deliver to every Cerebelly family every day. 

  If you still have the bar can you please let us know the lot number? It will be on the bottom of the box or on the wrapper by the expiration date. We can make sure this is reported. 

  If you purchased from us please let us know your order number. If you purchased elsewhere we'd advise that you go to that retailer for a refund. 

  We are sorry if your product experience was below our standards and your expectations, as well as for any disruption of your busy households routine.

   

• Initial Complaint

  Date:09/06/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  As others have noted, green packaging cerebelly bar - one out of 5 of the bars was covered in green mold. Expiration Dec, 2023. Like I said in my email to them, I am reassured that Cerebelly uses real ingredients that can actually grow mold, but it makes me nervous because I throw these in my toddlers lunch when he goes to school, now Im going to have to open each one and put it in the lunch box open to make sure its ok. This was our maybe 10th box, and the first one with mold- I was a solid customer before that. I emailed them three days ago and havent heard a reply.

  Business Response

  Date: 09/12/2023

  Hi, 

  Were so sorry for this negative experience. This is not what we strive for, and we do not want to fall short for our families. It looks like we were able to reply to the customer's email and resolved this there. If we can assist further please do let us know. 

  Customer Answer

  Date: 09/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Today (08/24/23) I purchased the Cerebelly Apple Kale smart bars from Woodman's Market in ******, ** for $4.99. Upon getting home and opening a bar for my 1 year old, I realized there was mold covering the entire bar. I opened another one to reveal more mold. The expiration date states Dec 26 2023. The lot # on the box is either ***** (next to exp date) or 898537v004. I would like to be refunded either by $ or new products sans mold. We have loved your products in the past, especially pouches, but now I'm extremely disappointed and hesitant to buy again. Major trust issues.

  Business Response

  Date: 08/28/2023

  Safety of our products is our top priority - we passed this along to our quality assurance team. We appreciate the added information and apologize that you had a negative experience. We are unable to refund a grocery store order, for that you'd have to ask the store you purchased from. We're so sorry for the inconvenience. Please feel free to use the code S5NYC9ET which is good for $65.00 on our website. Again, we've passed this on to our QA team and will be looking into this asap. If you still have any of the bars and would be willing to send it back, we can provide a prepaid shipping label. Please let us know. 
  

  Customer Answer

  Date: 08/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************