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:12/26/2023

  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.

  Transaction attempted 12/22/2023. As per the enclosed screenshots, the business would not complete the transaction unless I consented to an upsell. I hope the screenshots show that this extended over a prolonged period. I think the statement "Do not hit the 'Back' button as this may cause multiple charges on your card" comes very close to attempted extortion.

  

  Business Response

  Date: 01/02/2024

  Hello *******,

   

  Thank you for your message.We are so sorry for the inconvenience this has caused. We definitely understand where you are coming from, and we would like to let you know that we do not intend to commit any extortion but instead offer only the additional packages at deep discounts.

  Please note that we only charged you for your initial order, and you can opt out into adding the additional discounted package. We hope we were able to clarify.A **************** team lead would be reaching out to you to provide additional clarity should you have other concerns. We reiterate our apologies, and we hope you have a wonderful Holidays!

• Initial Complaint

  Date:11/07/2023

  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.

  This company sent me 6 bottles of CEREBRA which i did not order. i belive they got my information from Fisico out of ****** ** tele #***********. i left a message to Fisico to delete my info off there computer and told them i will never order from them ever again. ti

  

  Business Response

  Date: 11/21/2023

  Hi ******,
  
  We are sorry to learn about your frustration and are here to assist. I see that you have already spoken to ****** and have received a free return label for the unwanted order. Please use it to send the product back so we can issue a prompt refund.
  ******, the only way for an order to be placed is for the customer to visit our website or call our phones line. We never place orders without a customers explicit authorization.

  
  Our records show that you called us on October 29th at 12:48pm EST and spoke Coi on a recorded line and placed this order directly over the phone. Again, we would never place or ship an order without your authorization and if there are any purchase regrets, we offer up to 1 year of a refund period for any reason. We are happy to assist you with the refund and look forward to receiving the package back.

• Initial Complaint

  Date:11/03/2023

  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.

  I ordered 6 bottles of your product. After it arrived, I showed the product to my doctor. I have memory is***s, He said he does not want me to take this medication at all #1 because I am on too many medications and #2 because it would not help my memory. My memory problems are from **************** strong pain meds. I sent the six bottles back, yet I was charged for 9 bottles. I sent them back within short period of time via post office. I have my receipt. I have paid for the first $279.80 a month after not being reimbursed, because my bank said I would pay over 16% interest. I havent paid for more, but if I have to to prevent more interest payments, I will. But I will *** you for payments and interest & destroying my credit!!!!! I still owe $314.78

  

  Business Response

  Date: 11/21/2023

  Hello *******,
  
  Thank you for your patience and for reaching out to us.We regret to learn that you were unable to use Cerebra as your doctor advised against it for several valid reasons.I want to confirm that we did received the return package, and we did process an immediate refund for the full amount of your purchases. We actually have three purchases from you and have refunded 100% of your money back as per our refund policy.We have returned $279.80, $104.93, and $209.85back to your Mastercard ending in ****. These refunds were processed on 9/28/2023 and should already be reflected on your card statement.

  
  We apologize for any inconvenience caused by your bank attempting to apply additional interest charges, but please note that credit card interests imposed by banking institutions are beyond our control.We hope this clears up any confusion. If you have any further concerns, please don't hesitate to contact us. Wishing you the very best of health!

• Initial Complaint

  Date:04/17/2023

  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.

  I purchased 3 bottles of Cerebra for $139.00. I used the product every day for 30 days. There was absolutely no difference in my memory. All I want to do is return the product back to them for a refund. I tried emailing support for a week....absolutely no response from them. I'm frustrated by their lack of support. When I initially ordered the product, I heard from "Dr. ** every day for a week, wanting me to purchase an additional 6 bottles!!! Why would I want an additional 6 bottles when I can't even get three bottles returned for a refund (per their ad stating a full refund would be accepted if product didn't work.Now, that I need them, no one answers by emails. I am partially deaf, so I don't use a phone.... though, I did try to phone and it went nowhere.

  

  Business Response

  Date: 05/09/2023

  Hi ******, thank you for trying Cerebra for a month, we appreciate you giving the product a chance. We always recommend trying it for 2-3 months as in some cases it might take longer to see the desired results. This is why we offer a 90 day money back guarantee. Thats said, of course we stand behind our unconditional refund guarantee. If we didnt, we wouldnt be in business for so long. Weve been emailing and calling you about your refund for several days now. There is no voicemail set-up for you and it appears that our emails are ending up in your promotions or spam folder and not in your inbox. If you look there, you will see our replies. ******, we will try reaching you again daily this week but please give ** a call at **************  We apologize for the inconvenience with the email communication and we look forward to assisting you. Our team is available Monday - Friday 8am to 8pm Boston time.

• Initial Complaint

  Date:01/26/2023

  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.

  Boston Brain Science Complaint:When purchasing a 180-day supply Boston Brain Science states they confirm a 100% Money-Back Guarantee for the full 180 days if it does not work for you.The ship date was 8/22/22 (as confirmed by attachments). Today, 1/25/23, I am requesting the full reimbursement (less the shipping charges), as stated in their guarantee.Now I am told by *********************** (****** Customer Support) that all bottles must be returned including full, partial and empty bottles. As you will see, while reviewing the attachments, I cannot find any reference, on their website, indicating all bottles must be returned. They claim it is on their website.It is natural for a person to dispose of the emptied bottles. I feel this is an intentional practice to ensure they do not have to comply with the numerous references of 100% Money-Back terms of the guarantee with no mention of retaining empty bottles. The attachments show all dates and all data you requested. I mention this because I am unable to see your list while completing this form. I hope you will understand this and get the info required from the attachments. Boston Brain Science state they are a fully ACCREDITED BUSINESS with the BBB. I cannot believe you would condone this practice. I am, today, packaging 8 bottles for return, if they keep their word and reimburse those I am returning, they will still owe me for the 4 bottles that were completely consumed. I attempted to connect with the ******** BBB but my phone was purchased and activated in ***** and I could find no way to complete the change.Thank you for taking the time to review my complaint. I look forward to your reply. Sincerely, *********************

  

  Business Response

  Date: 01/26/2023

  Hi ****,

  
  Thank you so much for reaching out. We appreciate you providing the details of your concern, as this will surely help us in helping you.

  I have attached the copy of the return policy of our website in PDF form, please note that the link to this page was also provided by our agent when he sent you the return instructions. This same link was provided in the email *******************************************. 

  Let me site a few of the things mentioned in the return policy:
  
  *Return the empty and unused portion of your product, the original invoice and your RMA# to ensure proper handling.
  
  *Used/Empty product containers may only be returned if adequate time has elapsed to consume the product as directed on the label. For example, we will not accept a six-month supply of empty product containers after only one or two months.

  As much as possible, we are requesting our customers to send back all the bottles whether they are empty or open (for proper recycling and inventory) and those which are unused. In this case, it is alright if you have already discarded the empty bottles already as you have had them for an adequate time and this means that you are still ENTITLED for a FULL refund and once we receive your return, we will process the refund to your original payment method on file right away.

  We hope we were able to clarify. Thank you.

  Customer Answer

  Date: 01/29/2023

  Complaint: 18891895
  
  I am rejecting this response because: The person I talked with regarding returns was addiment, stating all empty, partial and full bottles MUST be returned to get full reimbursement. 

  If they keep their word and give me full reimbursement as stated below:

  
  

    "In this case, it is alright if you have already discarded the empty bottles already as you have had them for an adequate time and this means that you are still ENTITLED for a FULL refund and once we receive your return, we will process the refund to your original payment method on file right away."

  
  

  I will then be fully satisfied.  I wish to wait for the return before I can accept and close the complaint. The statement above that I reject their response is misleading to some degree since, with full reimbursement, I am prepared to accept.

  
  

  I thank you for your quick response to my inquiry and the action taken by the BBB.
  
  Regards,
  **** * *****

  

  Business Response

  Date: 01/30/2023

  Hi ****,

  Thank you for the follow up, and we do apologize for the disconnect and the inconvenience it has caused.

  I will have the day team leader to provide you a follow up call to provide the same information I have provided in our initial response. Once again, we apologize for how the information was worded and if it had caused any miscommunication. Thank you and we look forward to have this concern resolved.

  Have a great start to your week.

  Best Regards,

  Customer Answer

  Date: 02/03/2023

  Complaint: 18891895
  
  I am rejecting this response because: When I last talked with a lady with Boston Brain Science, which was yesterday 2-2-23, I was advised they would be sending a check for the full 6-month payment of $479.40, less shipping. Today I downloaded all activity from **** and see they issued only a three-month credit, less shipping, of $239.70. On the initial purchase, when they push you to buy a full 180-day supply, they say you can rest easy since they confirm a 100% money-back guarantee for the full 180-days. Clearly, they are attempting to withhold the full terms of the guarantee. They repeat numerous times in their presentation that by purchasing the second 90-day supply the guarantee is extended to a full 180-days coverage. Your assistance with their attempt to not live up to their guarantee would be greatly appreciated. Thank you.

  
  Best Regards,
  
  **** * *****

  

  Business Response

  Date: 02/07/2023

  Hi thank you for getting back to us. As mentioned over the refund confirmation, you may see one refund post right away and it may take up to 3-5 business days for the additional order refund to post to your account. We have seen this as a common practice with some financial institutions.

  So that would be $239.70 and a separate refund line of $179.82. You may want to double check with your bank to verify. Thank you and have a wonderful.

  Customer Answer

  Date: 02/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18891895, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:11/17/2022

  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.

  On August 1, 2022, I ordered 3 bottles of Cerebra101 from Boston Brain Science (address shown as ***************************************************************) Their return policy ****** that they have a 90 day return policy. It does NOT state that the 90 days starts from the date of the order. The product was shipped on August 15 and arrived some time during the week of August 22. I tried the product and continued using the product until November 12. The product did not produce the results promoted in their advertisement so I sent them an email requesting a refund. I assumed I was well within the 90 day return policy since the product wasn't sent until August 15. I received an email from them denying my request because the return request was outside of the 90 day time limit starting August 1, not August 15 or August 22 when I actually received the product. I don't understand how the can say they have 90 day return policy to evaluate a product when they cut off 2 or 3 weeks of the 90 days!!!

  

  Business Response

  Date: 12/06/2022

  Hi *******,

  
  We apologize for the inconvenience. We are granting some extension on your refund request. You may send it to us until 12/16/2022 and we will be more than happy to process the full refund given that you would return all full, empty or opened bottles as per our refund policy. We look forward to hearing from you. 
  

  Best,

   

  Customer Answer

  Date: 12/08/2022

  Complaint: ********

  I am rejecting this response because:I feel like I should do a partial acceptance, but would like to get all of my money back as promised. Boston Brain Science offered to refund if I sent all full, empty or opened bottles. I only have two of the three bottles in my possession. I had no reason to keep the first empty bottle and I dont believe their return policy states that bottles need to be returned. They never sent me a copy of the return policy when I requested it earlier.  They know I ordered 3 bottles and received 3 bottles. I will package up the two bottles and send them, but I will not accept the partial offer for a refund.  If the refund is not in FULL, then the complaint with BBB is still open.

  Regards,

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