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:03/09/2024

  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.

  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

  Date: 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

  Date:03/08/2024

  Type:Product 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.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 03/12/2024

  the amount paid was ****** cdn

  Customer Answer

  Date: 03/12/2024

  what is callcare zendesk customer support 

  Customer Answer

  Date: 03/12/2024

  what is callcare zendesk customer support ?

  Customer Answer

  Date: 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 Answer

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 03/25/2024

  my purchase id is ******** ANDTHE AMOUNT IS ****** US  I paid ****** directly thru my bank .

  Customer Answer

  Date: 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 Answer

  Date: 04/03/2024

  i had responded to whether i was satisfied or not in plenty of time why is my case now closed?

  Customer Answer

  Date: 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

• Initial Complaint

  Date:03/02/2024

  Type:Order 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 Feb 25 I sent $165 to contexi via PayPal. I gave all of my information including my home address. I received a notice from BuyGoods telling me that my order for cortexi was shipped. Ubfortunately my order was shipped to a wrong address. When I notified them of their mistake they told me they wouldgive me the tracking order number. I told them this problem belonged to them becuase they were the ones who made the mistake and that they needed to send a send the cortexi to my correct addressor send me a refund. instead they sent me a tracking number.Yesterday I was notified that the tracking order is invalid. I simply wish to have a refund of my $165. How can I make my refund possible? Buy Goods was responsible for their mistake and they gave me a false tracking number and cortexi is unresponsive.?

  Business Response

  Date: 03/03/2024

  Hello ******, 
  
  I am sorry to hear you had trouble receiving your order. 
  I have gone ahead and provided a full refunded. Please see the attached screenshot for your reference. 
  
  Please allow 5 - 7 business days for your bank to post that back on your account for you. 
  Everything has been processed on our end. 
  
  
  I hope this resolves your issue. 
  Please do not hesitate to reach out if you have anymore questions. 
  
  
  Thank you, 
  ************  

• Initial Complaint

  Date:03/02/2024

  Type:Sales and Advertising 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.

  My husband purchased Cortexi on the internet in an effort to help reduce my Tinnitus. I tried it and experienced no relief whatsoever. Cortexi is overwhelmingly reviewed on the internet as a scam that does not help in the treatment on Tinnitus.

  Business Response

  Date: 03/03/2024

  Hello ******, 
  
  I was able to locate your husbands account. We are sorry to hear the product did not work for him. 
  I have gone ahead and provided a full 100% refund back the card used for the purchase. 
  
  Please allow 5 - 7 business days for your bank to post that back on your account for you. 
  Everything has been processed on our end. 
  
  
  I hope this resolves your issue. 
  Please do not hesitate to reach out if you have anymore questions. 
  
  
  Thank you, 
  ************ 

  Customer Answer

  Date: 03/04/2024

   
  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.
  
  ********************************************************

• Initial Complaint

  Date:02/20/2024

  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.

  I purchased one bottle of this herbal supplement (for Tinnitus) on November 21, 2023 for $81.87. I called Cortexi on December 21st (after almost 30 days of use) and said the product was not working and was told to continue using it for another month (which I did). When I called for the refund, I was told to ship back empty bottle in original box and I would be issued a refund. I called last week and was told to allow 7 10 days for refund to be processed. Today I received an email stating it was too late for a refund!

  Business Response

  Date: 02/25/2024

  Hi ******, 
  
  I do apologize about any confusion pertaining to your refund.
  I do see here that a refund was provided for your order February 21st, 2024. 
  
  Please allow 5 - 7 business days for your bank to post that back on your account for you. 
  Everything has been processed on our end. 
  
  I hope this helps to provide clarification and resolves your issue. 
  Please do not hesitate to reach out if you have anymore questions. 
  
  Thank you, 
  
  ************ 
  Customer Success Manager   

• Initial Complaint

  Date:02/18/2024

  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 Nov. 28 I purchased a vitamin program that was guaranteed to improve my hearing. The cost was $1,395.00. Received entire package Dec 15. After ************************************************************************************ their reply email they told me to try for an additional ***** days and if it did not work they would return my money. I have contacted them several times since trying to return the unused product. I received another email offering an additional 30 days with a money back guarantee. My reply was I wanted to return the product now and get my money back. Now the company says they will not accept returns after 60 days. I have the emails to prove they offered a guarantee now up to 90 days. They still refuse to return my money.

  Business Response

  Date: 02/25/2024

  Hello *****, 
  
  I do apologize for any confusion with your return. 
  
  I've reviewed our records and can confirm that you recently called us on February 19, 2024.
  We honored the extended money back guarantee for you on this instance, and you are returning the product to 19655 *************************************************
  
  Your account is noted to honor the extended guarantee and provide a full refund once your return is processed through our returns department.
  
  I hopes this helps to clear up any confusion. 
  Please do not hesitate to contact us again if you need anything further and we would be happy to assist. 
  
  Thank you, 
  
  ************
  Customer Success Manager    

• Initial Complaint

  Date:02/15/2024

  Type:Product 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.

  Bought 12/15/23; to stop Ringing in my Ears; paid approx $299 for a six month supply; after using it for for 1 1/2 month there was no discernible improvement; returned to Cortexi, ********** on 2/15/24 for a full refund. Shipped via **** Have shipping receipt.

  Business Response

  Date: 02/22/2024

  Hi *****, 
  
  I do see here that your purchase was refunded May 18th, 2024. 
  
  Please see the attached screenshots for you reference. 
  
  If you need anything further I would be happy to assist. 
  
  Best regards, 
  *********************.
  
  Customer Support Supervisor  

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21298596
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/26/2024

  Hello ***, 
  
  I apologize for the previous message. I referenced another account.
  
  I was able to locate your order and provide an extension to your Money Back Guarantee and because of this, I was able to provide a full refund.
  Please allow 5 - 7 business day for your credit card company to reflect this on your statement. 
  The refund has successfully processed on our end. 
  We please also ask that you return any unused product back to 19655 **************************************************  
  
  I hope this resolves any issues you may have. 
  Please do not hesitate to reach out to ** directly if any other questions.
     
  
  Best regards, 
  *********************.
  
  Customer Support Supervisor  

  Customer Answer

  Date: 03/02/2024

  Hi,

  Thanks for all your help. Cortexi refunded my $294. It went into my ******* account on 2/29 or 3/01/24.

  Regards,

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

• Initial Complaint

  Date:02/15/2024

  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.

  December 2023, received January 2024 Have been taking as directed for the past 3 weeks with absolutely no results as sworn by the company

  Business Response

  Date: 02/23/2024

  Hi *****,
  
  I am sorry to hear you did not see success with our product. 
  
  I have looked into your account and can see that you did in fact receive a refund on May 18th, 2023. 
  
  Please see the attached for screenshots of the refund conformations. 
  
  If there is anything else we can help you with, please do not hesitate to reach out at anytime. 
  
  Reagards,
  
  *********************
  Customer Success Supervisor 

  Business Response

  Date: 02/26/2024

  Hi *****, my apologizes. 
  
  The previous message pertained to a different account. 
  Your refund has been processed. Please see attached. 
  
  Do not hesitate to contact us directly if any further questions. 
  
  Thanks again,
  
  ******.
  Customer Success manager.  

• Initial Complaint

  Date:02/13/2024

  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.

  After watching a long, convincing video stating that Cortexi would eliminate tinnitus, I ordered and received 8 bottles, the recommended amount to cure the ringing in my ears. Their video guarantees this product will work or the consumer will get a full refund. No Questions Asked 100% Money Back Guarantee" It took weeks to get the product and months to finish using it. It did nothing. Its a snake oil placebo. So I called for a refund, only to be smugly told that the money-back guarantee had to be requested within 60 days. Again, it took several months to use it. The rude customer service rep was quick to point out the 60-day refund clause but chose to ignore another statement on their website, telling the customer to give it some time before judging how well it works, and you can still ask for a refund. Yes, you can ask for a refund, but they will deny your request. This company needs to be held accountable and refund the $315 I spent with them. They need to be stopped and shut down for their false advertising and blatant lies. I am doing all I can to spread the word on social media, which is being read and shared, but Cortexi needs to answer for their false claims and overall dishonesty. I will gladly sign onto a class action lawsuit against them. Thank you for your help.

  Business Response

  Date: 02/22/2024

  Hello ****,
  
  I am sorry that you experienced an issue with your shipment, not giving you enough time to try the product and pushing you over the 60 day money back guarantee.
  We will make and exception and happily extend our money back guarantee for you in this scenario.
  I will initiate a refund for your purchase today. Please allow 7 - 10 business days for this to be reflected on your account. 
  If you can please send any product that you have remaining back to our warehouse at ***************************************************************, it would be greatly appreciated.    
  
  We do apologize for any inconvenience and appreciate you patience in the matter. 
  
  Please feel free to reach out if any other questions or concerns .
  
  Regards, 
  *************************. 
  Customer Support Manager  

  Customer Answer

  Date: 04/29/2024

   Hello. I am unsure as to why my file was being closed under the notion that you hadnt heard back from me. I filed a claim and then waited to hear from you, *********** I hadnt heard anything until getting this specific email on February 22, saying my file was being closed. Even so it seemed okay to close my file because Cortexis response to you was that they would give me a refund as their advertising promises. Their letter said they would refund my money in 7-10 days, but they didnt. It was another of their many lies. To give them the benefit of the doubt, I even waited an extra month to send this reply, thinking the credit was slow being applied to my credit card. The reality is that they chose not to do as they said. I received no refund for their inferior product. This has proven to be another of their lies. What do I do to reopen this claim, and how do we hold them accountable? Code: 631597223E61E Case # ********

  Business Response

  Date: 04/29/2024

  Hi ****,
  
  Thanks for reconnecting with us.
  
  I appreciate your patience as we worked through the refund process. ****, one of our supervisors, had a chance to touch base with you over the phone to discuss the status.
  
  Unfortunately, due to the extended duration since the initial transaction, the payment processor has limitations on processing the refund directly. As a workaround, we've taken the step to send out a money order to the correct address. You can expect to receive it in the next few days.
  
  If you have any further questions or concerns, please don't hesitate to reach out to us directly.
  **** will also follow up with you to provide tracking information tomorrow for you money order. 
  
  Thank you again for your patience well resolve this matter for you. 
  
  ************ 

• Initial Complaint

  Date:02/01/2024

  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.

  I ordered Cortexi after watching a video by a supposed doctor on ******** advertising it has a cure for tinnitus which I have had since about 2020. I ordered what they recommended - an order of 3 bottles for a total of $177.00. I have taken one bottle as directed with absolutely no improvement in my symptoms....the only thing is I have a new abdominal issue which may or may not be due to the Cortexi. I would like a refund of my money of $177.00 for this product which I think is absolutely worthless. Thank you. *******************************

  Business Response

  Date: 02/26/2024

  Hi ********, 
  
  I am happy to inform you that I was able to have your Money Back Guarantee extended and that we have processed a full refund for your purchase. 
  
  Please allow 5 - 7 business day for your credit card company to reflect this on your statement. 
  The refund has successfully processed on our end. Please see attached for conformation. 
  
  Please do not hesitate to reach out if any further questions arise. 
  
  Thank you, 
  
  ************
  Customer Success Manager