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:12/11/2023

  Type:Sales and Advertising 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.

  Tried to purchase a 3 bottle deal from Cortexi, transaction refused by what I thought was the bank, turned out it was the **************** from Cortexi, ******, *****. They called me, 28 minutes later, 6 bottles billed. Three hours later, another sales person I call the "CLOSED" spent ************************************************* $1620.00 dollars. I didn't give them any info for the transaction, it was already visible to whomever was in that network loop. Not only is this NOT ACCEPTABLE, ALL EFFORTS To RETURN FOR THE 30 DAY MONEY BACK GUARANTEE on their website wasn't happening. I made a formal complaint with the Federal Internet Trade otherwise known as IC 3!

  Business Response

  Date: 02/28/2024

  Hi ******,
  
  The refund for the amount of $1620 was provided on Dec 21, 2023.
  Additionally a refund for $317.02 has now been provided,
  It can take up to 5 - 7 business days for you bank to reflect this on your account, but everything has been processed on our end. 
  Please see attached for your refund conformations. 
  
  If you have any further questions or concerns, please don't hesitate to contact our customer service team.
  We strive to ensure every customer has a positive experience with our products and are committed to addressing your concerns.
  
  Thank you,
  ************
  
  Customer Success Supervisor 

  Customer Answer

  Date: 03/07/2024

  I truly believe I am one of the only ones to receive a refund from CORTEXI. That did not stop them from trying to do an auto ship.  I anticipated this, made sure all contacts were changed and this was non processed.  Thank you so much.  I  have been ill, contracted a virus with a second virus at same time.  Hard to get better.  Thank you again.  

• Initial Complaint

  Date:11/20/2023

  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 one bottle of CBD gummies for tinnitus. at a cost of *****. I was sent one bottle at ***** and 3 bottles that they charged me ***** for that I did not order. They stated it was a "promotion." A "promotion" should be free. They illegally charged my card an additional ***** without my permission. In addition 2 weeks later my card number was stolen and 225$ was charged on my card no doubt related to this fraudulent business. Now I have no idea how to get my money back because I had to close that card out. I have tried working with them. I sent the bottles back with a tracking number that says "In transit" for 7 days. No doubt because there was no receipt and the address could barely be read on the box. I believe they do this on purpose. Please help me. I am a teacher and need this money for bills.

  Business Response

  Date: 02/28/2024

  Hello *****, 
  
  We apologize for any confusion regarding your refund.
  I see here that full refund was issued on November 24, 2023 for ***** and *****. I have attached a screenshot for your reference.
  I hope this resolves your inquiry. 
   
  Please contact us at ************** or email: ************************************* if you have any additional questions.
  
  Regards, 
  ************ 
  
  Customer Success Supervisor 

• Initial Complaint

  Date:11/20/2023

  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.

  Does not work as claimed. Zero tinnitus relief per followed instructions and months used.

  Business Response

  Date: 02/28/2024

  Hello Maggi, 
  
  Your feedback is very important to us. We are sorry to hear that you did not see any results with our product.
  Everybody's body is different and what might work for one person, may not work for another.
  We continuously strive to make our products better with the feedback provided from people like you. 
  
  Unfortunately, because you ordered way back in April,
  our Money Back Guarantee can no longer be applied to your account.
  Our payment processor will actually not allow us to process a refund that is this aged. 
  
  With that said, we would still like to make things right,
  so we will be reaching out to you directly by phone to further discuss your concerns and find a solution to this matter.
  
  
  Thank you, 
  ************
  
  Customer Success Manager. 

• Initial Complaint

  Date:11/18/2023

  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.

  I order Cortexi for tennitus. It did not work at all and I requested a refund. The agent said I had passed the window (60 days) eligible for a refund, even though they requested I use the product for 60 days.(They calculate that from the day of purchase). I argued a bit with the agent and they finally gave me 1/2 refund. That still doesn't cut it for a worthless product...

  Customer Answer

  Date: 11/19/2023

  The company has contacted me saying they will refund payment in full.  This is still pending

  Customer Answer

  Date: 12/13/2023

  The company did give full refund for the product, after I threatened to file formal complaints.

  The product was worthless, at least for me.  I feel the company makes there money by making it difficult to get refunds.  After I purchased the product I received a call from a representative saying they recommended using the product for 60 days.  When the 60 days was up I called and requested a refund and was told that the product was warranted for 60 days from the date of purchase and that window had expired.  After complaining the agent offered to give a 50% refund, which I accepted. ( I expect most people would feel very fortunate to get that much back).  A couple of days later I decided that was not sufficient, contacted the company and threatened to file formal a formal complaint if I did not get a full refund.  I received the refund.

• Initial Complaint

  Date:11/01/2023

  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.

  September 21, 2023. I received an order from Cortexi on September 19. It was for $198.70. Tge website says 60 day FULL gaurentee money back. Well i returned un opened package labeled Return to sender and I cant get anyone to help me. *** tried twice in the past 2 weeks and I cant get help. Heres the information Cortexi. **** tracking number **** ***************************. Phone number is ************. Or possibly ************. Thank you. My name is *********************** **** **************************** ** *****. ************. PLEASE HELP ME get my full refund

  Business Response

  Date: 02/28/2024

  Hello *****, 
  
  We apologize for the confusion regarding the refund.
  I do see here that a full refund was issued on November 11, 2023 for $193.37. I have attached a screenshot for your reference. 
  Please contact us at ************** or email: ************************************* if you have any additional questions. 
  
  Thank you, 
  
  ************
  Customer Success Manager 

• Initial Complaint

  Date:09/20/2023

  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.

  I ordered 6 bottles of Cortexi for $294 on 7/21/23. I bought this product to help with my tinnitus. I was told when purchasing this product that I had 60 days to try and there would be a money back guarantee if it didnt work. I didnt have product in hand for about 2 weeks after ordering. Once I did have the product I used consistently per directions for about a month and a half. I have noticed no positive changes since. In fact, since beginning use, the ringing in my ears has actually increased (not blaming the product, just stating facts). I called today to request a refund on the remaining bottles, as Ive only used 1.5 bottles of this $49/bottle product. The lady I spoke with, informed me that my ********************************************************************* but that there is nothing she could do today. $294 is a lot of money for me. If the product worked as it was marketed, it wouldve been worth it, but now Im stuck with 4.5 VERY EXPENSIVE, small bottles of weakly flavored water.

  Business Response

  Date: 02/28/2024

  Hi ****,
  
  We are sorry to hear that our product did not work for you, and that you had an issue with our Money Back Guarantee.
  Your satisfaction is very important to us.
  We will be reaching out to you directly by phone to further discuss your concerns and find a solution to this matter.
  
  Please let us now what day and time works best for you and we will connect on call to see how we can resolve this matter. 
  
  Regards,
  ************
  
  Customer Success Manager.  

  Customer Answer

  Date: 02/28/2024

  In the response, they are asking for a day and time when it would be good for them to call and work out a resolution. How do I respond? Weekday mornings or early afternoons are best for me. And Id like to know what number to expect the call from. Thanks. 

  Customer Answer

  Date: 03/07/2024

  This business said they would be in contact to resolve in their last message, however, I am still awaiting their call. Please do not close this complaint!

  Business Response

  Date: 04/07/2024

  Hi ****, 
  
  We will try reaching out to you again to have this resolved. 
  We will be calling from a 360 area code and we look forward to getting this resolved for you. 
  
  Thank you,
  
  Mark. 

  Customer Answer

  Date: 04/08/2024

  I am still awaiting a call from this business. Now, at least, Ive been given an area code to watch for the call. In addition to all calls from unknown numbers, Ive attempted to answer most spam number calls *** received over the past months in anticipation of this call, but have yet to speak with someone from the company regarding my complaint. Im really praying this will be resolved soon. Thank you for keeping my complaint open in the meantime. 

  Customer Answer

  Date: 04/15/2024

  I received a call from this business today and my refund is being issued. I am grateful to have my complaint resolved. 

• Initial Complaint

  Date:09/08/2023

  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.

  August 20, 2023 I attempted to order one bottle of Cortexi (to help ********) for $69. It denied my credit card.I then used a 2nd card and it immediately charged me for 9 bottles (2 different amounts of $198 and $177, on that card) plus the $69 on the first went thru.I immediately called them and they gave me a story that the order had not gone thru and if I received it I could return immediately. They said they would send a return label.The items came all in 1 box. When I emailed them they are trying to tell me they will discount the amount 25% for me to keep, I don't want the items if they are this untrustworthy. They originally said return all products for a full refund, used or unused within 30 days.My husband is a ******* Combat Veteran, wears hearing aids and a amplifier and still cannot hear and thought this may help. The order came from ***************, but the ** office is in ********** and the original reply came from *******."logo We are here for you, so don't hesitate to contact us and let us know your thoughts!This email was sent to ******************* by ********************************************* **********************************************************************************

  Business Response

  Date: 02/28/2024

  Hi *******,
  
  I am sorry for the confusion regarding the return address.
  I see refunds were already provided on September 11, 2023 for $177 and $198. I have attached a screenshot for your reference. 
  Please contact us at ************** or email: ************************************* if you have any additional questions.
  
  Thank you,
  
  ************
  Customer Success Supervisor 

• Initial Complaint

  Date:07/17/2023

  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.

  I purchased 6 bottles of Cortexi for $217.55 on 4-13-23. It came with the following guarantee (see website): 60 day money-back guarantee. If you are not satisfied with the product results, you can receive a full refund within 60 days of purchase. I was not seeing results and called Cortexi to find out how to return the product which I did on 6-10-23. I had to follow up with 2 phone calls. Each time I called I was told "we have a poor connection. I can't hear you" (calls with ************ with them about to hang up on me. **** said I would not receive a full refund because there was a 10% restocking fee. I said their website did not state anything about a restocking fee on the website and quoted what I wrote above from the website. He said it did and told me to search for "terms and conditions" which is not on the official *********** told him that. I asked him to direct me to exactly where it said that. He said he had other people to talk with and he hung up on me. I finally received a refund on 6-30-23 but only for $195.80. I called Cortexi today to see why I did not receive the $217.50. I had called ClickBank who issues the refunds & was told to call the vendor. As with the 3 other calls, ***** said "we have a poor connection; I can't hear you". I had been making business calls prior to her and after her with no issue. This is a red flag to me. She said I could not be refunded the sales tax which was why. I said this was incorrect. I mentioned hearing about a re-stocking fee, but that was not mentioned on the website so I should receive the full $217.50. She said she would escalate my request to a manager. I heard this before, too. Also, the dosage information was different on the website than what was on the video about the product and that was different than what was on the bottle. Another red flag. Based on the language used in their guarantee, I am entitled to a $217.50 refund. This has taken too much time. They are not honoring their guarantee.

  Business Response

  Date: 02/26/2024

  Hello ****, 
  
  We apologize for the delayed response to your complaint.
  
  We are sorry to hear that our product did not work for you, and that you had an issue with our Money Back Guarantee. Your satisfaction is very important to us.
  I will be reaching out to you directly by phone to further discuss your concerns and find a solution to this matter.
  
  We are committed to resolving this issue for you. 
  
  Thank you, 
  ************
  
  Customer Success Supervisor 
  

  Business Response

  Date: 03/01/2024

  Hi ****,
  
  After further review, we were able to have you refund processed. 
  Please see attached for your refund conformations. 
  
  Thank you!