ComplaintsforEncephalon, Inc
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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
05/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 5/3/24 I purchased an online course through the website for ***********************. It worked until later that day when the website was down. When I logged into my account after the website came back up, my purchased course was gone. Sent an online request. Automated response said 2-4 business days to respond. On the fourth business day I received a notification that all was fixed and it should work. It didnt. After going back and forth for weeks, I am now not even receiving any response at all from the team. I have emailed numerous times as well as filled out their special form for this issue twice. I am fine with getting a refund and repurchasing the course. Or I would even try to have them apply the course to a new account with a different email if there is a problem with that. But no word and every time it takes at least 4 business days for any response. So it has now been ********************************************************** get my money back.Business response
06/13/2024
********* was sent troubleshooting tips from our team on May 17.
********* responded that she still could not access her purchased course.
Our team sent the following message on June 3: Hi *********, We are so sorry for the inconvenience! The mass emails that were sent out due to the issues occurring misplaced responses. However, It appears that you had two accounts with the same email address, one account did not have any purchases (which I believe you were logging into). I have gone ahead and deleted this account as there were no purchases. We kindly ask to log out and re-login to your Dashboard here: **************************************** with the email address : ************************** Please let me know if you are able to access your purchase. Sending our love, Meztli.
We have not heard back from ********* and she "Self-closed" the case with our customer care team. We assume that she was able to access. We have gone ahead and sent her a follow up today, to check in and see if she has had a chance to access her purchase.
Customer response
06/13/2024
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
03/13/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I just signed up for their ****** week long retreat. They don't answer their phone and when I write to them they respond with a generic response that says that the week long retreat has not been confirmed so they can't answer any questions about it. We'll, if I paid my money then the retreat is confirmed. Since they don't respond to any of my questions about the retreat I just paid for I want my money back. I have asked for my money back and only receive a generic message saying the retreat is not confirmed so they can't answer any questions. PLEASE REFUND MY MONEY.Business response
03/20/2024
*************************** was refunded on March 14, 2024.
**** did receive our auto-responder, letting her know that our **************** Team takes approx 2-4 business days to respond to emails.
**** attempted to self cancel/refund from this event. However, our system cannot process refunds unless it has been at least 24 hours since the purchase was made.
These details also exist in our cancellation policy, that **** agreed to.
Since the refund was processed, it appears that this issue has been resolved. We appreciate ****'s patience and hope to see her at a future event with us.
Customer response
03/27/2024
Yes, this has been resolved. I received a refund. ThanksInitial Complaint
02/27/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I purchased meditation bundle consisting of supposedly 2 different meditations. I downloaded both to discover they exacted the same one no difference. I emailed them many times with no action except an auto reply request updated. I am sure ************************** will not tolerate this kind of service and I am not sure if he knows about his website support team.All I want is the correct meditation bundle that I have fully paid for is that too much to ask!Very disappointed and frustrated for their lack of response and action to resolve itBusiness response
03/07/2024
The customer was responded to on March 1, 2024. We explained that the 2 products that she purchased, are different. We did explain the differences in the screenshot attached.Customer response
03/07/2024
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
01/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Dec. 5, 2023 I purchased a bundle of two online courses from Encephalon for $221. The following morning when I tried to access the content, I was not able to log into my account. Their system didn't recognize **** reached out to their support team and got some generic advice, but never received any direct help, and have never been able to access my account. (Email thread included with this complaint form documents our communications with each other.)After several attempts to access my account using their suggestions -- all unsuccessful -- I demanded a refund. I have not heard anything from them that indicates they will or will not issue such a refund.Customer response
01/09/2024
Encephalon, Inc. has fixed the problem that was keeping from logging into their system. So I now have access to the content I purchased.
Therefore, I am withdrawing my request for a refund, and consider the matter closed.
Thank you for your assistance!
Business response
01/12/2024
After continuous efforts, troubleshooting, to help **** access his purchase, our team noticed that **** had purchased his product using a different email address (typo). We let him know this and he has since gained access. See messages below.
Hi ****,
After taking a look into our system, we found a minor discrepancy in the email associated with your account and the email in which you are writing from and intended to use as the email log in. Therefore , this has created issues accessing the account and your purchase.
The email in which the account is under is : ***************** (there is a missing 3 at the end)We have updated your account to the correct email address : ******************
You should now have access to this account. Please login to your Dashboard here: **************************************** with the email address : ******************
We apologize that this issue was not noticed earlier. Because we did not notice your accidental typo, our team did send your case over to our tech team for investigation. We will close this case with them, if you can confirm you are able to login successfully.
Please let me know asap if this does not resolve your issue.
Kindly,
*******
**************** Manager****'s response:
Hello ******* & ******,
Indeed, fixing my typo fixed the problem and I am able to access the content. Thank you.
I'm sorry this took over a month plus a complaint to BBB to get this resolved. But it IS resolved. So I will contact BBB again and let them know they can close my complaint.
Sincerely,
MarkCustomer response
01/12/2024
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
06/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a couple programs that aren't working. I have emailed several times about "Formula" program of videos, I could only access one video, and they have not answered my emails which has had plenty of time. There is no contact other than an email and they have not fixed the problem. On May 24 I bought "Formula" and "Meditations 2." After some time, they got 3 meditation videos working, but then I could not access "Formula" program of videos, and they aren't fixing the glitch, either not answering emails or sending me a generic answer that does not resolve the problem. the program is not in my account, it wants me to buy it again. I already paid for it, sent them a receipt, and they are not fixing it. What a frustrating program. Instead of healing you're frustrated by poor communication, or lack of, and not looking at the problem, almost if an overseas company is emailing me with generic answers that do not apply? Fix it please. It's locked up. I sent a receipt. I can't get an appropriate and applicable reply. They've had plenty of time. I'm hoping for a resolution to fix this.Customer response
06/07/2023
HI, it appears that the company has finally replied after 20 emails, and the video programs are available. Please **** my complaint as resolved. Thank you,
***************************Initial Complaint
02/27/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
*** attempted to contact the company and have been basically informed they will not refund me. Ive not received any products and do not want to download an MP3 file, which is the only option theyve offered.Business response
03/16/2023
Resolutions Specialist,
We received this complaint dated February 27, 2023, via postal mail. An order was placed by *********************** on February 19, 2023. A refund request was made and granted on February 27, 2023 (the same day the BBB complaint was lodged). I have attached proof from our Shopify account of the customers transactional history, including the refund.
Please note, that due to limitations with our website, we advised the customer that their current account will be disabled. Unfortunately, we do not have the ability to remove a digital product from an account. Therefore, we need to disable an account of a customer requesting a refund of a digital product.
Please reach out if you have any questions.
Best,
********Customer response
03/17/2023
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,
***********************
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Customer Complaints Summary
6 total complaints in the last 3 years.
4 complaints closed in the last 12 months.