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.

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Complaint Details

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

Initial Complaint
03/28/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered 3 bottles of Cortexi for my tinnitus. After discussing this with my kidney transplant team, they instructed me NOT to take it. I called Cortexi, they told me to take unopened box to **** and mark ****** this was done March 15th, still waiting for a refund on my credit card
Business response
03/29/2024
Hello ***,

I do see that you return was processed and a refund was provided yesterday for your order.
Please note that it can take a bit of time for the return to be processed as the fulfilment team needs to inspect the packages and log the return.
Please allow 5 - 7 days for the refund to be reflected on your statement. It has been processed on our end but the banks can take a few days to reverse the transaction.
You should have also received a conformation email (screenshot attached).

Please do not hesitate to reach out if any further questions.

We thank you for you patience,

**************
Customer response
04/01/2024

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
03/25/2024
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.
Did not help with anticipation of help. I had increased feeling of unwellnes. After stopping of use I felt better but the benefit for titinus never occurred
Business response
03/26/2024
Hello,

Thank you for bringing this customer's complaint to our attention.
I comprehend that the customer did not experience the expected benefits of our product. It's important to note that as a dietary supplement, individual responses can vary, and some individuals may require 60 to 90 days to fully perceive the benefits.
We offer a 60-day money-back guarantee for customers who decide not to continue using the product beyond this period. They simply need to contact us via phone or email to initiate the refund process.
To ensure a satisfactory resolution, I will arrange for a supervisor to contact the customer today.
Thank you,
Customer Support
Initial Complaint
03/20/2024
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.
Order #6GUZRM5C for 3 bottles of Cortexi shipped on 10/16/23 to my ******* ** home. I used all three bottles as directed within the recommended three months. After finishing the first bottle I contacted Cortexi and reported I was disappointed that there was no improvement in my tinnitus. They said to use the rest of the product as prescribed. before the end of the warranty period, I contacted Cortexi and requested a refund since the product was not working. They said they would extend the warranty to cover the last bottle and to keep taking the product. With little product left, I requested a full refund. I had to request a full refund again and finally heard back. They offered a 50% refund. I replied and said no I want a 100% refund as advertised. I never heard back. As I finished a bottle of Cotexi I put it in the trash. I have no bottles to return to them. This is a very disreputable company selling something that clearly doesn't even come close to its marketing hype and needs to be put out of business.
Business response
03/21/2024
Hello *****,

We are sorry to hear that our product did not deliver the results you were looking for.
I checked our email correspondence and it looks like we were waiting on a reply from you on a January 11th email we sent to you.

In any case, we have now processed a 100% refund for your purchase.
Please allow 5 - 7 business days for this to be reflected on your account.
It has been processed on our end and I have attached a screenshot for your reference.

We hope this resolves any issues you may have.
Please feel free to contact us directly if you have any other questions or concerns.

Thank you!
****************
Initial Complaint
03/19/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Product was supposed to improve hearing and decrease tinnitus. It was taken as indicated. It did not perform as promised. It did not do any good, so we would like our money back, as promised on the product information.
Business response
03/20/2024
Hello ******,

I've found your account and noticed your order from October. Although your Money Back Guarantee has expired, your satisfaction remains a priority for us. Therefore, I've authorized a full 100% refund to your account.

Please anticipate 5 - 7 business days for your bank to process the credit. I've also attached a screenshot for your reference.

Should you have any further questions, feel free to contact us directly.

Thank you!

************
Customer response
03/21/2024

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.

Sincerely,

*************************
Initial Complaint
03/19/2024
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 paid and received bottle around January 23rd. I took it and the drops never a absorbed under my tongue for a month and was thus forced to swallow some which irritated my stomach and throat creating Gerd and excess mucus and coughing. I sent bottle back on February 27th for refund. It is March 19th and they have not responded at all with email or my refund violating their return,refund policy.. Order 6GUZY7W2 from Buygoids.com. I paid $84 for 1 bottle.
Business response
03/20/2024
Hello *****,

We are sorry to hear the product did not work for you.
I was unable to locate your return with the warehouse, but we have gone ahead and 100% processed a refund for you purchase.

Please see the attached screenshot for conformation.
Allow 5 - 7 business day for your bank to post this to your account.

We hope this resolves any issues.

Thank you,

************
Initial Complaint
03/18/2024
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.
I talk to *** from Cortexi company at ********** a day or two before 03/11/2024. During conversation I ask to get a refund and he tried to get me to settle for 50% refund and keep the 6 bottles of ear drops. Many times he tried but I kept asking for the total refund as advertised. Finally he agreed. So I sent the unopened box to Cortexi **********. Sent by *** on 03/11/2024. After tracking the box it arrived 03/14/2024 at 11:58Am received by ****. I haven't heard a word from them. I will call my bank then Cortexi again to pursue a refund. Thank you BBB for your services!!
Business response
03/20/2024
Hi ****,

I'm pleased to inform you that we've received your return and processed your refund. Please note that it may take up to 7 days for your return to be fully processed after we've received the product. Although the post office may confirm delivery to our address, there's a brief processing period before the refund is issued.

Please allow 5 - 7 business days for the refund to be reflected on your statement.
It has been processed on our end. I have attached a screenshot for your reference.

Thank you for your patience.

************
Initial Complaint
03/17/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered 6 bottles of Cortexi (3-6 mo supply recommended on the video) in December 2023. My credit card was billed on Dec 28, 2023 in the amount of $311.64. Upon receipt of order early January 2024, I began using the dose as instructed (Jan 4). To date I still have ringing in my ears without improvement. The clear instruction is to use product for 3 months for best results. Their money back guarantee is 60 days, not nearly enough time to cover the 3-month-best-result promise! The advertising is misleading and points the consumer to use beyond the *** so as to make a way out for them to deny a refund. Very disappointed in this poor business practice. Beware you hopeful people!
Business response
03/18/2024
Hello ** ***,

I am sorry to hear that our product did not work for you, like it has for many others.
I was able to extend your money back guarantee and provide a full 100% refund.

Please allow 5 - 7 business days for that to be reflected on your account.
It has been processed on out end. Please see attached.

I hope this resolves any concerns.

Thank you!

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

Business response
03/18/2024
Please see attached for your refund conformation.

Thanks again,

************
Customer response
03/18/2024

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
03/10/2024
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.
The product did not work after trying it for an appropriate period of time. When buying it, the material assured and easy refund. Now they are delaying one excuse after another for processing my refund. *** had to prove that the return was actually delivered to them.now they are creating other excuses for delaying the refund. The product in their procedures are all a scam to take and then keep your money. I want a refund.
Business response
03/11/2024
Hello *****,

I do see here that your refund was recently processed.
Please keep in mind it can take a few days for the fulfilment center to receive and process any returns, but rest assured, this has now been completed for you.
I have attached a screenshot of your refund for your reference. Please allow 5 - 7 business days to be reflected on your account.

We hope this solves any concerns you may have.

Thank you!

************
Customer response
03/18/2024
Actually, I didnt respond after I got confirmation that the refund had to come through. This company made every attempt to delay and avoid a refund. I am glad I persisted and particularly that I had your help getting them to pay up in a day. They said it would take a minimum of 30 days after I got them to except the fact that the returned product was at their facility. Thanks again.
Initial Complaint
03/09/2024
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.
In Feb. of 2024 I purchased 3 bottles of Cortexi for ****** ******** claims their product has helped many tinnitus sufferer's. This product also had a Stand Out Refund offer of a 100% 90 Day money back guarantee! For that reason alone is why I purchased this product to give it a try. After 30 days of use without results I emailed their support line and called their tel. # with no results.I want the full refund as advertised whereas the product did not work for me. I feel this *** should be sued for fraud, and dealt with accordingly. I DO NOT RECOMMEND THIS PRODUCT PURCHASE TO ANYONE! Stay away.
Business response
03/11/2024
Hi ******,

I do see here you spoke to us on March 4th, and you were provided with return instructions.
We were waiting on your return to process your refund for you, but we have not gone ahead and processed this for you.
Please see attached and allow 5 - 7 business day for this to be reflected on your account.

Do not hesitate to reach out if any further question arise.

Thank you!

************
Initial Complaint
03/08/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
i ordered Cortexi and paid approx $250.00.cdn on my mastercard i tried the product for 60 days and had no results from that product . i attempted to get a refund only to be told that i had surpassed the 60day refund period. i purchased this product last year approximately in july as it ran out in early oct 2023 . i would like a full refund on a product that did not work
Business response
03/11/2024
Hi ****,

I hope this message finds you well.

I'm sorry to learn that you didn't see the results you were expecting from our product. I've tried looking up your account using the name and email provided, but it seems I couldn't locate it in our system. We attempted to reach out to you today to assist in tracking this and addressing any concerns, but unfortunately, we weren't able to connect.

Could you kindly provide the order ID either here or by emailing it to ************************************** Once we have this information, we'll swiftly proceed with processing your refund.

Please feel free to get back to us at your earliest convenience, and we'll ensure this matter is resolved promptly for you.

Thank you for your understanding.

Best regards,
************
Customer response
03/12/2024
i want cortexi to know that i paid direct from my bank account thru buy goods and not as i stated in my complaint that i used my mastercard.
Customer response
03/12/2024
the amount paid was ****** cdn
Customer response
03/12/2024
what is callcare zendesk customer support
Customer response
03/12/2024
what is callcare zendesk customer support ?
Customer response
03/13/2024
this is the response i got from support @callcare.zendesk.**************,
Thank you for contacting us.
I acknowledge your desire to return your order for a refund. Regrettably, we only accept returns within the 60-day Money Back Guarantee (MBG) period.
As per the terms and conditions on our website, I'm sorry to inform you that we cannot accommodate your request to return the product for a full refund outside of this 60-days window.
If there is anything else I can help with, please let me know.
Kind regards,
Customer Support.

[************]
Customer response
03/13/2024

Complaint: 21406185

I am rejecting this response because: i am being given the run around telling me they cant find my purchase records then passed off to anothern support system called support @callcare.zendesk.com

Sincerely,

***********************
Customer response
03/15/2024
i realise that my request for a total refund from cortexi was a week late but there must be some leniency in regards to the time limitations .especially on retired people on fixed incomes
Customer response
03/22/2024
my complaint was first responded to from Cortexi . The message said they were sorry that their product hadn't worked for me and they would process my full refund as quickly as possible it was signed by a person who's name was **** .Then I got a second response from buy goods telling me that were not able to refund my money because i had surpassed the 60 day refund gaurantee. Then I get communications from ******************* and the tell me the same thing that I dont qualify for a refund and have had a few emails from different people in customer service at support@zencare. why is zencare involved with my complaint when originally i complained to cortexi
Business response
03/25/2024
Hello ****,

My name is ****, I am the head supervisor here.
We are having trouble locating an order for you in our system.

I see here **** experienced the same issue.
If we can track the order down, we will surly provide the refund for you.

We are not seeing a completed order searching with your name or email address.
If you could provide a response to the below, it may help us to locate this for you:

Was the order placed in your name?
Do you have an order ID for your order?
Was your purchase made on our official website?

I will also reach out to you directly tomorrow via phone to see if we can locate this order for you.
Will be in touch soon.

Regards,
Mark.
Customer response
03/25/2024
According to our system, you have a purchase with order ID: ******** of ******************** - 3 Bottles, and payment of $189.00 thank you. JW
Begin forwarded message:
this message wqs from buy goods .com
Customer response
03/25/2024
my purchase id is ******** ANDTHE AMOUNT IS ****** US I paid ****** directly thru my bank .
Customer response
03/26/2024
this message is for Mark from Cotexi . I didnt recieve the phone call you said that you would call me today. That is unless you are calling my cell number in which i dont ever answer due to the spam calls i get . You called my land line yesterday ************ You can reach me at that number Thank you ****
Customer response
04/03/2024
i had responded to whether i was satisfied or not in plenty of time why is my case now closed?
Customer response
04/03/2024
i have spoken with ************************* by phone and he told me that a money order has been mailed to me for a full refund. I am waiting to see i this is the case . i will notify you once the money order has been recieved

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