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Business Profile

Online Retailer

Cortexi

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

This business has 2 alerts

Complaints

Customer Complaints Summary

  • 50 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/21/2024

    Type:Product Issues
    Status:
    Answered
    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 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

    Date: 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

    Date:04/17/2024

    Type:Product Issues
    Status:
    Answered
    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.
    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

    Date: 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

    Date:04/07/2024

    Type:Product Issues
    Status:
    Resolved
    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 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.

     

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

    Business Response

    Date: 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 Answer

    Date: 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

    Date: 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 Answer

    Date: 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,

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

  • Initial Complaint

    Date:03/28/2024

    Type:Product Issues
    Status:
    Resolved
    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.
     
    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,

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

    Business Response

    Date: 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,

    ************** 

  • Initial Complaint

    Date:03/25/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    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

    Date: 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

    Date:03/20/2024

    Type:Product Issues
    Status:
    Answered
    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.
    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

    Date: 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

    Date:03/19/2024

    Type:Product Issues
    Status:
    Resolved
    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.
     
    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,

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

    Business Response

    Date: 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!

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

  • Initial Complaint

    Date:03/19/2024

    Type:Product Issues
    Status:
    Answered
    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 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

    Date: 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

    Date:03/18/2024

    Type:Product Issues
    Status:
    Answered
    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 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

    Date: 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

    Date:03/17/2024

    Type:Product Issues
    Status:
    Resolved
    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.
     
    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,

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

    Business Response

    Date: 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

    Date: 03/18/2024

    Please see attached for your refund conformation. 

    Thanks again, 

    ************ 

Cortexi is NOT a BBB Accredited Business.

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