Been an off-and-on customer of TruBrain for many years. The customer service was always bleh, but the prices were cheap early on and the product was great. Now the product is more expensive and the customer service is still terrible. They messed up my June 25 order and I've been trying for 2 weeks to get in touch with them, by e-mail and by phone, to no avail. Now I'm on the phone with my bank disputing the transaction.
Look, if you're going to automatically take out the money for a subscription, without a courtesy e-mail or anything, then you better get the order right. You didn't wait around to take my money out, but I'm supposed to wait three-plus weeks for a response on your own mistake?
Agreed, I'm starting to believe that they've only got 1 person working in their Customer Service department - No way to speak to anyone over the phone, 1 person that "sort of" communicates via email, but I'm feeling like I just got duped. Their product is over priced and I just received a renewal order, when my annual order isn't complete until August of 2023. Don't give them your credit card information, you'll regret it.
This ketones ester product is about 1/10th of what the others cost and delivers the same amazing endurance for kilometers cycling rides over 5.000 or 7.000 even 10 in cold at altitude. Wow.
UNAUTHORIZED TRANSACTION CHARGED OFF ON CARD, ORDERD PRODUCT ONCE A YEAR AGO THEN THEY RANDOMLY A YEAR LATER CHARGED MY CARD AGAIN WITHOUT MY CONSENT
COMPANY IS A SCAM, I ORDERED THE STARTER PACK AND ONE ORDER AFTER THAT. THEY DECIDED TO RANDOMLY CHRGE MY CARD A HALF A YEAR OR MORE LATER BECAUSE THEY ARE GOING OUT OF BUSINESS AND ARE GOING FOR A CASH GRAB. THEY CHARGED CARD, CALLED EMAILED TEXTED THEM STILL NO RESPONSE. NO WAY TO END SUBSCRIPTION OR REMOVE CARD THEY HAVE. I AM NOT THE ONLY ONE WITH THIS PROBLEM. I REPORTED THEM TO THE STATE OF CALIFORNIA DUE TO IMPROPER PRACTICES CHARGING CONSUMERS CARDS ESPECIALLY WHEN COVID-19 IS GOING ON. THEY HAVE LITERALLY TOOK FOOD OUT OF MY KIDS MOUTHS AND WONT RESPOND TO ANY OUTREACH. DISGUSTING PRACTICE FROM A DISGUSTING BUSINESS.... BUYER BEWARE!!!!!! DONT LIKE THE PRODUCT DONT LIKE THE PRACTICE DONT APPRECIATE THE LACK OF COMMUNICATION WHEN CLEARLY CHARGING ANY CARD ON FILE FOR ANY CONSUMER WHEN A CRISIS IS GOING ON.. APPARENTLY I HAVE A "MONTHLY SUBSCRIPTION" WHEN BEING RANDOMLY CHARGED IN OCTOBER/FEBRUARY/ THEN AGAIN IN MID APRIL.... CLEARLY NOT AUTHORIZED!!!!
Desired Outcome
REFUND ME THE MONEY YOU STOLE FROM MY ACCOUNT AND SHUF OFF MY SUBSCRIPTION AS YOU DONT PROVIDE US CONSUMERS THE ABILITY TO DO SO AND DELETE MY ENTIRE CARD OFF OF YOUR SITE!!!!!
TruBrain Response
• Apr 17, 2020
Unfortunately, this customer is blatantly lying. The customer signed up for a monthly subscription in February 2020, their card was declined in March 2020, but then their charge went through in April. The customer reached out to us on the same day that the April charge was processed, our customer service team replied to them confirming the cancellation of the order/subscription, and we voided/refunded the charge.
The customer does not have any active subscriptions and has already received the refund. They will not receive any further charges or shipments.
I ordered Trubrain's Boost 1 oz. shot. They changed the order and refused to correct their mistake.
I ordered Trubrain's Boost 1 oz. shot. They changed the order and refused to correct their mistake.
I emailed them the day I received confirmation of the wrong order asking the to make a correction. they shipped it anyways and offered platitudes but have not yet sent me what I ordered.
Desired Outcome
Initially I was seeking an exchange because I liked the product, but now I am seeking a refund and to report their poor business practices.
TruBrain Response
• Feb 03, 2020
This customer has been a customer of ours, off and on, since 2017. The customer has received several emails from us regarding their upcoming product shipment.
The customer has been offered a Refund for the powder sticks and has been offered an Exchange for their desired product (which is more expensive and we would not be charging for). They opted for the exchange option and have received a shipping label to return the product and complete the exchange. They have not shipped anything back, thus the exchange has not taken place.
We have attempted to accommodate this customer, but thus far, the customer has received all of the product that they have paid for and has not shipped anything back for an exchange/refund.
Decent product, but pretty bad customer service platform/experience. Customer experience & customer service is either really low on the company's priority list, or they are simply understaffed. Just a piece of advice from an average customer like me---you should strive to make your customers feel valued so they are willing to continue paying for a pricy product like this.
Fraud subscription for the product without customer authorization, no customer service, no option to remove or cancel that subscriprion.
I ordered a one time (!!!) start pack of trubrain drink from this company and didn't like it. I didn't open an account at that company, never subscribed for any other products and never authorized any other purchases. However on Nov, 28, 2019 they send me another package for $69 and charged my credit card. I believe they did it on purpose on Thanksgiving day, so I won't notice or can't call my bank since it's National holiday. This company doesn't provide any phone number to get customer service support, their email has automatic response system and doesn't process any requests. I can't cancel that fraud subscription online on company's website www.trubrain.com because I never open an account with them and never get any subscribtion in the first place. I believe fraudulent activity of Trubrain company shall be investigated and stopped. I got their advertising on Instagram, but that post and account not available anymore.
Desired Outcome
I would like refund and also confirmation that my subscription is cancelled and my credit card won't be charged again. I also believe their fraudulent activity shall be investigated and other customers shall be warned.
TruBrain Response
• Dec 04, 2019
This customer purchased a 10 Drink Trial product from us on 11/14 and proactively opted-into a subscription, which would begin after the Trial period. The customer's trial period ended and their subscription began on 11/28. On 11/28, a *** subscription began whereby an order was processed and shipped to the customer. The customer then contacted us, after the order was processed, asking to cancel. Our team then cancelled the subscription and provided the customer with instructions for returning the product for a refund.
As of today, the customer has no active subscription and has received the product they subscribed to. If the customer returns the product, we would be happy to offer the refund.
Seems to be a common theme, with regards to poor customer service and shadey business practices.. Keep it honest, you'll do much better (providing it's not too late).
Customer support is not responsive.
After using the trial pack, I thought I'd give Trubrain drinks a try. I opted for a 3 month pre paid subscription for which I paid $174. With in a week, I received my order without an invoice. It was a one month's supply. I had anticipated receiving the 3 month's supply I had paid for. In addition, Trubrain charged me $65 for the one month's supply they send me, entirely ignoring my prepayment. So I have esentially paid $239 for a one month's supply.
There was no support number to call (which in itself is troubling), so I sent an email requesting a refund of the $65. I sent it at 7 am EST this morning, they are based in California. Other than an auto generated confirmation, I have not heard from Trubrain by 7 pm EST today. Given their slow response, apparent mix up, and other comments I have seen on this site, I am not sure I want to continue doing business with them.
It does appear that they respond rather quickly to negative comments on this site. So let's see if I can get this straigthened out.
Incredible ketosis and cheating on carbs - didn't know this was possible to not just follow strict keto diet and instead circumvent the body's sluggish ways with natural foods. Go trubrain!
They sent me a product I didn't actually order. I returned it for a refund which was never issued. They never answered back to solve the issue.
I signed up for their trial product and was automatically subscribed to their service. After the trial period I decided that this product isn't for me and attempted to unsubscribe from the service. When I followed the steps to do so, I was met with a blank web page and was unable to cancel the subscription. I attempted to email them regarding this issue and received no response. At this time I was charged for a shipment that I didn't want. I received notification of this shipment and attempted to halt the process by contacting their customer service again to no response. When I received the shipment, I returned it immediately per the instructions on their website. I never got my money back and have yet to hear anything from them.
Desired Outcome
Refund
TruBrain Response
• Oct 08, 2019
The customer's refund has been issued. Please allow 1-2 business days for the funds to appear in the account.
The customer's emails were routed through our AI bot, but the customer did not follow the instructions to reach out beyond the bot. Thus the customer's emails were never seen until now.
We apologize for the inconvenience, and hope that the refund resolves any issues!
Ordered 60 trubrain drink products, however, only 30 were delivered. Contacted the company via email twice and called to no avail.
30 August 2019
***
I only received 1 box of 30 drinks.
Desired Outcome
Please send the remaining 30 drinks.
TruBrain Response
• Sep 13, 2019
We have been in contact with this customer. They emailed about the missing box. We immediately dispatched another replacement box to them. This was shipped to them on 8/28 and delivered to them on 8/30. We have not heard anything since then... so we were very surprised to see this complaint. We contacted the customer to ask if there was some other issue.
Customer Response
• Sep 19, 2019
(The consumer indicated he/she DID NOT accept the response from the business.)
Ordered 60
30 August: Received 1 box of 30.
31 August: Sent email to TruBrain stating I only received 1 box of 30.
04 September: Sent another email to TruBrain stating I only received 1 box of 30.
05 September: Filed Revdex.com complaint.
06 September: TruBrain contacted me and apologized.
09 September: Received 2nd box of 30.
13 September: Revdex.com "Received" the complaint.
TruBrain has fulfilled their obligation, however, their response is not accurate.
I ordered 10 drinks. They sent me a box with 1 drink. They have not responded to requests for the rest of my order or a refund. They have my money.
I placed an order for 10 drinks. I received a box with only 1 drink. Their website states the order is complete. I have reached out via email, phone, text, and social media to the company and they have not responded. I have requested a refund or the rest of my order and have not heard back anything. They have been paid but I have not received my full product and they are not responding to requests.
Desired Outcome
I want either the rest of the product I ordered (other 9 drinks) or a refund of my payment.
Customer Response
• Aug 29, 2019
The company has finally contacted me back and is currently shipping the replacement product.
I canceled my subscription but was still charged/ mailed products. I returned the items the same week I received them(Jul)but yet to receive a refund.
I canceled my subscription but was still charged/ mailed products on july 10th. I contacted the company and asked about the return process as I did not want the products. the rep informed me to just write return to sender on the package and return to USPS. I did this and after 7-10 days emailed the company again to ask about the process, I was told that I would receive my refund 10 days after the item was received in office. I waited another few weeks and sent another email, which I received not response to and and last week I sent my final email asking the company for a status update and have since received nothing.
Order#XXXXXX
Tracking # XXXXXXXXXXXXXXXXXXXXXX
Desired Outcome
Refund me the *** charged to my card.
TruBrain Response
• Sep 03, 2019
This order was refunded on 8/21. The customer was notified of our return process and that a refund would be processed in a timely fashion once it was received. It just took a little longer than the customer would have liked.
The customer's complaints have been fully resolved.
Found them on amazon and tried their drink shots and keto diet foods. They dont advertise as much as the bigger brands but their products are far, far more quality and useful. A great biotech compnay
I must say i'm really skeptical of new nutrition products but was very very impressed with the immediate jump. I got into ketosis faster than weeks of meat and chicken over greens.
Look, if you're going to automatically take out the money for a subscription, without a courtesy e-mail or anything, then you better get the order right. You didn't wait around to take my money out, but I'm supposed to wait three-plus weeks for a response on your own mistake?
Agreed, I'm starting to believe that they've only got 1 person working in their Customer Service department - No way to speak to anyone over the phone, 1 person that "sort of" communicates via email, but I'm feeling like I just got duped. Their product is over priced and I just received a renewal order, when my annual order isn't complete until August of 2023. Don't give them your credit card information, you'll regret it.
This ketones ester product is about 1/10th of what the others cost and delivers the same amazing endurance for kilometers cycling rides over 5.000 or 7.000 even 10 in cold at altitude. Wow.
We are a group of first responders at a hospital in Atlanta that use these to help fuel the grueling hours. Love you all - stay safe TruBrain!!
Their extra strength version is like nothing I've ever had before. So incredible - these neuroscience nerds are really doing good work.
UNAUTHORIZED TRANSACTION CHARGED OFF ON CARD, ORDERD PRODUCT ONCE A YEAR AGO THEN THEY RANDOMLY A YEAR LATER CHARGED MY CARD AGAIN WITHOUT MY CONSENT
COMPANY IS A SCAM, I ORDERED THE STARTER PACK AND ONE ORDER AFTER THAT. THEY DECIDED TO RANDOMLY CHRGE MY CARD A HALF A YEAR OR MORE LATER BECAUSE THEY ARE GOING OUT OF BUSINESS AND ARE GOING FOR A CASH GRAB. THEY CHARGED CARD, CALLED EMAILED TEXTED THEM STILL NO RESPONSE. NO WAY TO END SUBSCRIPTION OR REMOVE CARD THEY HAVE. I AM NOT THE ONLY ONE WITH THIS PROBLEM. I REPORTED THEM TO THE STATE OF CALIFORNIA DUE TO IMPROPER PRACTICES CHARGING CONSUMERS CARDS ESPECIALLY WHEN COVID-19 IS GOING ON. THEY HAVE LITERALLY TOOK FOOD OUT OF MY KIDS MOUTHS AND WONT RESPOND TO ANY OUTREACH. DISGUSTING PRACTICE FROM A DISGUSTING BUSINESS.... BUYER BEWARE!!!!!! DONT LIKE THE PRODUCT DONT LIKE THE PRACTICE DONT APPRECIATE THE LACK OF COMMUNICATION WHEN CLEARLY CHARGING ANY CARD ON FILE FOR ANY CONSUMER WHEN A CRISIS IS GOING ON.. APPARENTLY I HAVE A "MONTHLY SUBSCRIPTION" WHEN BEING RANDOMLY CHARGED IN OCTOBER/FEBRUARY/ THEN AGAIN IN MID APRIL.... CLEARLY NOT AUTHORIZED!!!!
REFUND ME THE MONEY YOU STOLE FROM MY ACCOUNT AND SHUF OFF MY SUBSCRIPTION AS YOU DONT PROVIDE US CONSUMERS THE ABILITY TO DO SO AND DELETE MY ENTIRE CARD OFF OF YOUR SITE!!!!!
Unfortunately, this customer is blatantly lying. The customer signed up for a monthly subscription in February 2020, their card was declined in March 2020, but then their charge went through in April. The customer reached out to us on the same day that the April charge was processed, our customer service team replied to them confirming the cancellation of the order/subscription, and we voided/refunded the charge.
The customer does not have any active subscriptions and has already received the refund. They will not receive any further charges or shipments.
I ordered Trubrain's Boost 1 oz. shot. They changed the order and refused to correct their mistake.
I ordered Trubrain's Boost 1 oz. shot. They changed the order and refused to correct their mistake.
I emailed them the day I received confirmation of the wrong order asking the to make a correction. they shipped it anyways and offered platitudes but have not yet sent me what I ordered.
Initially I was seeking an exchange because I liked the product, but now I am seeking a refund and to report their poor business practices.
This customer has been a customer of ours, off and on, since 2017. The customer has received several emails from us regarding their upcoming product shipment.
The customer has been offered a Refund for the powder sticks and has been offered an Exchange for their desired product (which is more expensive and we would not be charging for). They opted for the exchange option and have received a shipping label to return the product and complete the exchange. They have not shipped anything back, thus the exchange has not taken place.
We have attempted to accommodate this customer, but thus far, the customer has received all of the product that they have paid for and has not shipped anything back for an exchange/refund.
Wow I was able to invest and have a discount on the best products in nootropic foods.
I got to try their beta products and omg is there some powerful magic juice up in there.The guys and gals on the team are excellent people.
Thanks Tom, glad you had a great experience.
Derek is the man! Cutting edge neuroscience and tech in CA.
Decent product, but pretty bad customer service platform/experience. Customer experience & customer service is either really low on the company's priority list, or they are simply understaffed. Just a piece of advice from an average customer like me---you should strive to make your customers feel valued so they are willing to continue paying for a pricy product like this.
Fraud subscription for the product without customer authorization, no customer service, no option to remove or cancel that subscriprion.
I ordered a one time (!!!) start pack of trubrain drink from this company and didn't like it. I didn't open an account at that company, never subscribed for any other products and never authorized any other purchases. However on Nov, 28, 2019 they send me another package for $69 and charged my credit card. I believe they did it on purpose on Thanksgiving day, so I won't notice or can't call my bank since it's National holiday. This company doesn't provide any phone number to get customer service support, their email has automatic response system and doesn't process any requests. I can't cancel that fraud subscription online on company's website www.trubrain.com because I never open an account with them and never get any subscribtion in the first place. I believe fraudulent activity of Trubrain company shall be investigated and stopped. I got their advertising on Instagram, but that post and account not available anymore.
I would like refund and also confirmation that my subscription is cancelled and my credit card won't be charged again. I also believe their fraudulent activity shall be investigated and other customers shall be warned.
This customer purchased a 10 Drink Trial product from us on 11/14 and proactively opted-into a subscription, which would begin after the Trial period. The customer's trial period ended and their subscription began on 11/28. On 11/28, a *** subscription began whereby an order was processed and shipped to the customer. The customer then contacted us, after the order was processed, asking to cancel. Our team then cancelled the subscription and provided the customer with instructions for returning the product for a refund.
As of today, the customer has no active subscription and has received the product they subscribed to. If the customer returns the product, we would be happy to offer the refund.
Seems to be a common theme, with regards to poor customer service and shadey business practices.. Keep it honest, you'll do much better (providing it's not too late).
Customer support is not responsive.
After using the trial pack, I thought I'd give Trubrain drinks a try. I opted for a 3 month pre paid subscription for which I paid $174. With in a week, I received my order without an invoice. It was a one month's supply. I had anticipated receiving the 3 month's supply I had paid for. In addition, Trubrain charged me $65 for the one month's supply they send me, entirely ignoring my prepayment. So I have esentially paid $239 for a one month's supply.
There was no support number to call (which in itself is troubling), so I sent an email requesting a refund of the $65. I sent it at 7 am EST this morning, they are based in California. Other than an auto generated confirmation, I have not heard from Trubrain by 7 pm EST today. Given their slow response, apparent mix up, and other comments I have seen on this site, I am not sure I want to continue doing business with them.
It does appear that they respond rather quickly to negative comments on this site. So let's see if I can get this straigthened out.
Please let us know if this works, I'm in the same boat.
Incredible ketosis and cheating on carbs - didn't know this was possible to not just follow strict keto diet and instead circumvent the body's sluggish ways with natural foods. Go trubrain!
They sent me a product I didn't actually order. I returned it for a refund which was never issued. They never answered back to solve the issue.
I signed up for their trial product and was automatically subscribed to their service. After the trial period I decided that this product isn't for me and attempted to unsubscribe from the service. When I followed the steps to do so, I was met with a blank web page and was unable to cancel the subscription. I attempted to email them regarding this issue and received no response. At this time I was charged for a shipment that I didn't want. I received notification of this shipment and attempted to halt the process by contacting their customer service again to no response. When I received the shipment, I returned it immediately per the instructions on their website. I never got my money back and have yet to hear anything from them.
Refund
The customer's refund has been issued. Please allow 1-2 business days for the funds to appear in the account.
The customer's emails were routed through our AI bot, but the customer did not follow the instructions to reach out beyond the bot. Thus the customer's emails were never seen until now.
We apologize for the inconvenience, and hope that the refund resolves any issues!
Ordered 60 trubrain drink products, however, only 30 were delivered. Contacted the company via email twice and called to no avail.
30 August 2019
***
I only received 1 box of 30 drinks.
Please send the remaining 30 drinks.
We have been in contact with this customer. They emailed about the missing box. We immediately dispatched another replacement box to them. This was shipped to them on 8/28 and delivered to them on 8/30. We have not heard anything since then... so we were very surprised to see this complaint. We contacted the customer to ask if there was some other issue.
(The consumer indicated he/she DID NOT accept the response from the business.)
Ordered 60
30 August: Received 1 box of 30.
31 August: Sent email to TruBrain stating I only received 1 box of 30.
04 September: Sent another email to TruBrain stating I only received 1 box of 30.
05 September: Filed Revdex.com complaint.
06 September: TruBrain contacted me and apologized.
09 September: Received 2nd box of 30.
13 September: Revdex.com "Received" the complaint.
TruBrain has fulfilled their obligation, however, their response is not accurate.
Love the keto diet product they have. Seems far better than what is in stores.
I ordered 10 drinks. They sent me a box with 1 drink. They have not responded to requests for the rest of my order or a refund. They have my money.
I placed an order for 10 drinks. I received a box with only 1 drink. Their website states the order is complete. I have reached out via email, phone, text, and social media to the company and they have not responded. I have requested a refund or the rest of my order and have not heard back anything. They have been paid but I have not received my full product and they are not responding to requests.
I want either the rest of the product I ordered (other 9 drinks) or a refund of my payment.
The company has finally contacted me back and is currently shipping the replacement product.
I canceled my subscription but was still charged/ mailed products. I returned the items the same week I received them(Jul)but yet to receive a refund.
I canceled my subscription but was still charged/ mailed products on july 10th. I contacted the company and asked about the return process as I did not want the products. the rep informed me to just write return to sender on the package and return to USPS. I did this and after 7-10 days emailed the company again to ask about the process, I was told that I would receive my refund 10 days after the item was received in office. I waited another few weeks and sent another email, which I received not response to and and last week I sent my final email asking the company for a status update and have since received nothing.
Order#XXXXXX
Tracking # XXXXXXXXXXXXXXXXXXXXXX
Refund me the *** charged to my card.
This order was refunded on 8/21. The customer was notified of our return process and that a refund would be processed in a timely fashion once it was received. It just took a little longer than the customer would have liked.
The customer's complaints have been fully resolved.
Found them on amazon and tried their drink shots and keto diet foods. They dont advertise as much as the bigger brands but their products are far, far more quality and useful. A great biotech compnay
I must say i'm really skeptical of new nutrition products but was very very impressed with the immediate jump. I got into ketosis faster than weeks of meat and chicken over greens.