ComplaintsforCortexi

Online Retailer

Current Alerts For This Business

Pattern of Complaint:

On December 11, 2023, Better Business Bureau recognized?a?pattern?of consumer complaints filed against Cortexi. Consumers have asserted concerns with the Product, Customer Service, Billing, and Refunds. This product has been called into question by consumers who allege that it fails to perform as advertised. Consumers also allege that the business advertises a 60-Day Money Back Guarantee and when reaching out to get a refund they are told that the 60-day period has expired; Additionally, consumers allege being told to use the product for 60 days, but the business considers the date of purchase as the start date, not the delivery date. Consumers also allege not getting a refund after returning the product.

BBB notified Cortexi of the complaint pattern. To this date, Cortexi has been unresponsive.

Complaints can be filed with the Better Business Bureau at https://www.bbb.org/file-a-complaint.

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Initial Complaint
06/18/2024
Complaint Type:
Product Issues
Status:
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.
This company sold a product for tinnitus, offering a 90-day money-back guarantee. When it didn't work, I contacted them requesting a refund prior to the 90-day expiration period. They offered to extend the warranty an additional 30 days to see if it would work over more time. (I have documented this in the attached emails.) When it still didn't improve, I again requested a refund & (after much back & forth), mailed the product back according to their directions on 2/16/24, (including the two empty bottles - I have photos of the packages also.) They have acknowledged that they received the return, but still no refund. It was "expedited" to their management team over two months ago, but still no response. Thus, I am hoping you can have some influence, as I clearly do not matter to them. I have spent much time and annoyance on this matter, and don't appreciate a company that will not honor their promises.
Business response
06/20/2024
Hi *******,

I wanted to inform you that I have located your account and was able to extend your Money back Guarantee.
We have successfully processed a full refund to your card. Please allow 5-7 business days for your bank to complete the processing.
Please see attached screenshot for your reference. Please note, all amounts are show in USD.

We hope this resolves your query. If you have any further questions or need additional assistance, please do not hesitate to contact us again.

Best regards,

**********
Initial Complaint
06/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
i purchased 6 bottles of Cortexi on 1/28/2024 order# 6GUZ10CM8 $294.00 Received on 2/6/2024 contacted for a return on 3/26/24 rec'd response would extend 60 day trial to 90 days on 4/25/2024 i contacted for a full refund, they offered me a 60 % refund, and keep product i had an allergic reaction to the product and said no 100% refund returned product 4/30/2024 *** tracking # 1Z61E2730354334945 the rec'[d product on 5/3/2024 i called customer support, they will hava a supervisor call me in the future.they woul not give me a phone number to contact person directly
Business response
06/19/2024
Hello ****,

We are confused as to the nature of this complaint as you did in fact receive a full refund which was initiated on our end January 18, 2024.
Please see the attached screenshot and double check your PayPal account transactions for ******** You were in fact provided a 100% refund.

We hope this resoles your query. If you have any other questions or concerns, please do not hesitate to contact us directly.

Regards,
************
Customer response
06/19/2024

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
05/29/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The end of February 2024 I purchased online 6 bottles of Cortexi supplement for $294 that was guaranteed to improve tinnitus, hearing, and mental clarity with "Hassle free money back guarantee" by calling their toll free number or emailing "customer service". I cannot find any number on their website, and the only contact email address is unfound/undeliverable. Both my 82-yr.-old parents and my husband have been using the product for 2 and 3 months, respectively, without any improvement. Upon searching for the "guaranteed refund" process, I am unable to contact anyone at this supposed company.
Business response
05/31/2024
Hello *****,

I hope this message finds you well. I am truly sorry to hear about the difficulties you experienced with our website. Your feedback is invaluable to us, and we are committed to improving our services.

Please know that we are here to assist you at any time. If you have any further questions or concerns, do not hesitate to reach out to us directly at ************. Our team is always ready to help.

Regarding your order, I was able to locate it and have processed a full refund for you. Please find the attached screenshot as confirmation of this transaction.

Please send any unopened product back to: ********************************************************************

Thank you for bringing this to our attention, and we appreciate your understanding and patience. We hope this resolves and issues you may have experienced.
Best regards,

************
Customer response
06/04/2024

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.The refund has been deposited in my account as they indicated. Thank you very much for your assistance with this matter!

Sincerely,

*********************
Initial Complaint
05/24/2024
Complaint Type:
Product Issues
Status:
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.
I purchas*d this product for tinnitus which had a 60 day guaranty. Th* product did not work so I contact*d th* company to g*t th* promis*d r*fund. At that tim*, th* custom*r s*rvic* **** * *********, told m* sh* was authoriz*d to giv* m* anoth*r 30 days to try it b*caus* som* cas*s tak* long*r. That was on 4/22/2024 and sh* said I had till 5/26/2024. I still got no r*li*f so I call*d on 5/22 at 8:00 for a r*fund and talk*d to ******. I *xplain*d th* pr*vious conv*rsation on 4/22 with h*r which sh* said th*r* was nothing sh* could do. I th*n ask*d for a sup*rvisor. Sh* told m* that som*on* will contact m* within 24 hours. It's b**n ov*r 48 hours sinc* and no contact. I paid ov*r $200 for this product and it cam* with on* brok*n bottl* which th*y still hav*n't r*plac*d. I would lik* my mon*y r*turn*d as I am r*tir*d and not rich but most importantly I wish to inform oth*rs so th*y do not fall for th* sam* scam. Thanks for any h*lp you can giv*. ***********************
Business response
05/27/2024
Hello *****,

I apologize for any confusion you may have experienced. We take such matters seriously and will investigate further, ensuring to follow up with you personally.
Please rest assured that we are a legitimate business committed to providing excellent service to our customers. We value your feedback and aim to resolve any issues promptly and satisfactorily.

I see that your case was escalated to a supervisor and a full refund was processed for your purchase. We apologize for any delay, especially as it coincided with the weekend.
I have attached a screen shot for your reference. Please allow your bank 5 -7 days to reflect this on your statement.

Thank you for your understanding.

**************
Initial Complaint
05/09/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I ordered two orders of cortexi one order of 3 bottles and an order with 1 bottle. The product did not work for me so I returned the orders in the same box together. They refunded me for one of my orders but not the other. Now they say I need a tracking number to be refunded. I dont have the tracking number. But they received my order because like I said they refunded one order.This business is a scam the product does not work and they dont refund 100% I didnt get refunded the shipping cost plus I had to pay to have it shipped back.
Business response
05/10/2024
Hi *******,

We do apologize for any confusion on your return.
Please be advised that we do always provide refunds for returned products and have processed the reminder of your refund.
Attached screenshot for your reference, please allow 5 - 7 business days for your bank to post the refund to your account.

We hope this resolves any concerns you may have.
Please do not hesitate to reach out to us directly if there are any further questions.

Thank you!

**************
Initial Complaint
05/06/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Order was placed on March 2, 2024. Six bottles of Cortexi was purchased for $294.00 in the hopes of it helping my husbands tinnitus problem. We received the shipment ordered on March 9 and he started taking it March 10. Unfortunately, Cortexi has been ineffective. We had hoped to take advantage of the 60 day 100% money back guarantee. We contacted the company on May 4 requesting a refund, but they responded by email that that the coverage had ended on May 1 so no refund could be given. Since we didnt receive the product until March 9, that was within the 60 days of actually getting to use Cortexi. I called and spoke with a representative but was told I couldnt get a refund. I requested to speak to a manager and someone did call me back. I was offered a refund of only $88 for four unused bottles but I didnt accept that. $115 was then offered but I declined that offer as well. Then, I was offered a refund of $150 once they received all the bottles back. We were within the 60 days of using the product and it didnt work. They should have given us a full refund but we were willing to accept paying $98 (i.e $196 refund) for the two used bottles; however, they would not agree to that. If this was an honest company and truely cared about health and customer satisfaction, the 100% refund would be honored. Another complaint I have with this company is that they didnt include any literature or product information in the shipment we received.
Business response
05/06/2024
Hello ****,
We apologize for the inconvenience you've experienced.
We've reviewed your case thoroughly and understand your frustration. We're committed to upholding our Money Back Guarantee policy and ensuring customer satisfaction.
I do see you were a few days over, but I have gone ahead and extended your Money Back Guarantee.

Please return all unopened product to 19655 *********************************
I have gone ahead and issues a full refund on your account. Please allow 5 - 7 business days for that to be reflected on your account.
Attached is a screenshot of the refund for your reference.

If there is anything else we can help with, please do not hesitate to reach out to us directly.

Thank you!
************

Customer response
05/06/2024
I am glad the company responded and is giving a full refund. However I dont want to close out the case until the refund is actually received.
Customer response
05/06/2024
I am glad the company responded and is giving a full refund. However I dont want to close out the case until the refund is actually received.
Customer response
05/09/2024

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.
I appreciate that the company gave us a full refund. I spoke with different levels of customer service and I appreciated their help and responsiveness.

Sincerely,

*********************
Initial Complaint
04/22/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought 3 bottles of this thinking it might help my husband's tinnitus. Just before 60 days were up, I asked for a refund. They said to try it for ***** days so it could build up in his system. (So why a 60 day guarantee). They said they would extend the guarantee. Today I asked for a refund based on this and they are saying I never accepted their offer. To me it was understood since I didn't press for a refund back then, which I should have. This stuff doesn't work. Purchased end of January 2024. See attachments.
Business response
04/23/2024
Hello *********,

We sincerely apologize for any inconvenience caused by the product not meeting your husband's expectations.
Our aim is always to ensure our customers are fully satisfied with their purchases.

After reviewing your account, I can confirm that the 30-day money-back extension was applied to your account today, and your refund has been processed.
Please allow 5 - 7 business days for this to be posted to your account by your bank. I have attached a screenshot for your reference.

We simply ask that any unused product is returned back to us at ********************************************

We hope this resolved any issues you may have experienced.
Please feel free to contact us anytime if you need anything further.

Thank you,
************
Customer response
04/23/2024

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
04/21/2024
Complaint Type:
Product Issues
Status:
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.
I purchased cortexi in January of 2024. I used the product as described. After 1 1/2 months it did not help me. I requested a refund on 3/16/2024. The company said they will extend the guarantee for another 30 days and to try again. I did that and still did not help me. I requested a refund on 4/20/2024. They replied that its beyond the 60 day return policy. And wouldnt refund my money. I have the emails but cant upload them.
Business response
04/21/2024
Hello *****,

We're sorry to learn that our product didn't meet your expectations, and we understand that you missed the 60-day window to claim the Money Back Guarantee. However, we've extended the offer and processed a full 100% refund for you.

Please send any unused product to ***************************************

I've attached a copy of your refund for your reference. Please allow 5-7 days for the refund to reflect in your bank account.

Should you have any further questions, please reach out anytime.

Thank you,
**************
Initial Complaint
04/17/2024
Complaint Type:
Product Issues
Status:
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.
Purchased Cortexi for ear ringing problem and after week of use I still have the problem. Wanted to return product several weeks ago and customer service told me to use the product a few more weeks. They would extend their return policy. I have done that and now that I want my refund they have gone silent.I want to return unused and be fully compensated for the product and any cost to return the product. Thank you *********************
Business response
04/18/2024
Hi ****,

We are sorry to hear the product was not working for you.
I have gone ahead and initiated the refund back to your account and have attached a screenshot.

Please return all unused products back to ****************************************************************************
The refund will appear on your statement within the next 5 - 7 business days.

Please do not hesitate to reach out to us directly if you have any further questions.

Thank you!

************
Initial Complaint
04/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered their product January 12, 2024. Order # 6GUZXSK4. Had a money back guarantee if it did not work. I paid $20.00 to return the product. They received the product in Aurora at 2:05 PM, February 26, 2024. I have called. Requested to speak with a supervisor after 2nd call. They refused.I want my $295.80 refund .Respectfully, *****************
Business response
04/08/2024
Hi ****,

We sincerely apologize for any inconvenience caused by the delay in processing your refund. Upon reviewing your case, we located your return and promptly initiated the full refund for your order.

Your satisfaction is of utmost importance to us, and we strive to ensure that our customers receive timely and efficient service. We understand the frustration that delays in refunds can cause, and we appreciate your patience throughout this process.

If you have any further questions or concerns, please don't hesitate to reach out to us. We're here to assist you in any way we can.

Thank you for bringing this matter to our attention, and we hope to continue serving you in the future with the level of excellence you deserve.

Warm regards,

********************
Customer response
04/08/2024
I had a phone call from ***** at Cortexi this afternoon. She said they are crediting my credit card for $97.80 and for $ 177.
What she did not say is why they are shorting me $ 21. So, no I have not gotten a full refund.
I emailed her. No response.
No, I am not satisfied.

*****************
Customer response
04/14/2024
They did refund $177 and $97.80 on the 8th of April. I thank you for helping me get that much of my money returned.
However, they shorted me $21. I have e-mailed in reply to the photos of refund that ***** sent me. I requested my $21. No response.
In my opinion that is not a total refund.
Respectfully,
*****************
Business response
06/18/2024
Hello ****,

Please see the attached screenshot, we were able to get the $21 refund processed for you.
We hope this resolves any issues you may have experienced.
Please let us know if you require any further assistance.

Thank you!
**************
Customer response
06/21/2024

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.

Thank you for getting the company to honor what they claimed when I ordered their product. This is the last amount they had withheld from me.

Respectfully,

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

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business.

Cookies on BBB.org

Current Alerts For This Business

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Customer response

Customer response

Customer response

Business response

Customer response

Business response

Business response

Business response

Customer response

Customer response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary