CHARGED AGAINST MY WILL
I have been in constant communication with ***, the company supervisor. She has been nothing short of disappointing with her communication and how she handles business. THEY NEED TO REPLACE HER! I emailed her immediately to let her know that I would like to cancel my subscription, well in advance before it renewed. I wake up the next morning with a *** charge on my account. Going back and forth with emails all day and she still has not resolved my problem. I have never been so disgusted with a company. The way they handle business is horrible. Run and stay far away!!!!
Desired Outcome
I WANT MY MONEY BACK!
TruBrain Response
• Jul 06, 2019
The customer wrote in the night before the charge was to be processed to ask to cancel. They were prompted with the directions to cancel, but they did not complete the cancellation process. The order was then processed and shipped to them. They then wrote in with demands to cancel. The subscription was cancelled and their order was refunded.
The customer will no longer receive shipments or charges from us.
I got the package deal of ketone ester and trubrain drink packets which is a lot of high-end science nutrition for the price. You can't find either of these formulas at grocery stores or gnc...try finding ketone ester at your local stores or the high-end nootropics. Amazing boutique brand that not enough people know about.
This company is a glorified scam. They are absolutely unresponsive to their customers. They said they would email 2 days before I would be charged for a subscription, they never did. I reached out about canceling, they never replied, then charged me anyway. Filled out a form, sent it in, still no reply. There are plenty other companies in the nootropic business that care about their customers and are honest about cost and charges. Go with them, skip TruBrain.
TruBrain Response
• May 28, 2019
Hi Amber, we're sorry that you felt you had a poor experience here. We have cancelled your subscription and sent you instructions to return the product for a refund. The subscription cancellation notice you sent was received on the same day that your order had been processed, thus the reason it was not cancelled prior to the charge. We'll look forward to you returning the product for a refund. Thanks for trying TruBrain.
Customer Response
• May 29, 2019
This does not account for the fact that I first contacted your company on the 20th of this month, requesting to cancel, and asking for further assistance, and it was unanswered. Your website also states that I would be notified 2 days prior to being charged for a subscription, which also didn't happen, causing me to take a 65 dollar hit. Further, due to your extremely tight return window customers are virtually unable to make the turn around time (the package needs to be returned within 7 days of receipt). When people have 2 jobs and are unable to wait at home to receive the mail, this is extremely difficult to achieve, as any small mistake on the postal services part could mean that the refund could be denied. I get you are not a huge business, but your lack of customer service replies is seriously uncalled for and a bad business practice.
Do they have a customer service?? I'm being charged against my will.
Purchased trial on Feb 14th, 2019. I wanted to see if I had an account with them so I can see if they set me up for a subscription which they said they'd automatically send me a monthly subscription after the trial. I was never guided to set up an account with them at the time of ordering the trial sample. So I tried emailing them and calling them. I emailed them 8 days ago (February 24th) and heard nothing from them. I only get an auto responder saying they created a ticket and will get back to me soon as possible. It's too late now because I just got my monthly subscription in the mail today ( 3/4/2019)
I have to go to the bank tomorrow to change the number on my card just to stop them from taking my money.
Desired Outcome
They need to speed up their communications. I feel like they're deliberately taking advantage of people. I just want to go the bank and change the numbers and move on with my life. This business practice needs to be investigated.
TruBrain Response
• Mar 05, 2019
The customer signed up for a Trial product and actively opted-into a subscription via the Trial Terms & Conditions. The customer during checkout did not create an account, even though they were given the opportunity to. The customer then emailed us on two different days in regards to their account set-up. At no point prior to their first subscription order did they request to cancel their subscription/any orders. As soon as they did (after the first order was processed), their subscription was cancelled and they were offered the ability to return the product for a refund.
The customer's subscription has been cancelled and will no longer receive any further charges or shipments.
Customer Response
• Mar 06, 2019
(The consumer indicated he/she DID NOT accept the response from the business.)
I didn't have the opportunity to set up an account when signing up for a trial. The business didn't respond adequately in between trial time. I wasn't able to reach the business via phone. Some one should have responded within 3 business days.
TruBrain Response
• Mar 07, 2019
The customer had an opportunity during checkout to create an account and did not create an account.
The customer's issues have been resolved, their subscription has been cancelled and will no longer receive any further charges or shipments.
Had my brain wave patterns measured and analyzed at the labs with Derek and Dr. Hill - tried to products there and amazed with the overall company and service.
They have Ketone Ester at about 1/30th the cost of any others. I'd say that's pretty darn incredible - easy to buy on amazon. No complaints, solid company.
Just started Keto and had trouble not caving to the carb demons calling. This helps be my guardrails - best product I've seen..the cheaper bhb products can't compare.
Their Ketones product has Ester, which is normally priced at 30 dollars or more for a single serving. Their Keto support is natural and has given me tons of improvement in stamina for focus and it's been easier to do longer triathlon workouts than just the Keto diet alone.
I had concussions from playing hockey and TruBrain has been the most incredible product bringing me back to being sharp and feeling like myself again! They are serious about their science and Dr. Hill is also an incredible and humble guy - you can visit him in Culver City, CA to have your brainwaves measured with EEG. There is nothing like this on the market.
Trubrain is a very dishonest company. I have tried to reach them 5 times over the past 4 months to cancel my subscription. I never hear back from them when I call or email, and yet they keep billing my card $65 each month. They say on their website that they are flexible and offer custom plans that they are willing to tailor to each customer's individual needs. I have been out of a job since September and what I NEED is to stop having my card billed for a product that I can NO LONGER AFFORD.
TruBrain Response
• Nov 19, 2018
This customer's subscription was cancelled as soon as they submitted their cancellation request through our cancellation portal. They previously reached out one other time to inquire about the cancellation process, but did not actually complete the process. We have since cancelled their subscription and offered a refund for any unused product that they wish to return.
I also have a subscription for monthly delivery of the drinks. Everything was going smoothly until recently when I noticed that I had been charged for the drinks but never received a tracking number. I wrote an email asking for some assistance in tracking my package and got no reply. I logged onto the website and saw that my most recent shipment wasn't even showing that it had been shipped yet. I wrote another email asking for assistance in tracking my package, but received no reply. A day later I wrote another email stating that I had been charged for a package that I have no evidence was ever shipped. No reply. I called the customer support number and got an automated response indicating that they were updating their phones but that someone from customer service would get back to me... as of yet, no reply.
I have subscription for a monthly delivery of the drinks.
costumer service is HORRIBLE. I paid for the subscription, the shipment is missing
Nobody answeres the phone, nor returns emails. They DO NOT CARE about customers.
I ordered a sample box and cancelled the subscription before the next pay period. They still charged $65. Drink makes me anxious and scared.
I purchased the product as a sample trial in early September. I received the box and tried a few samples. I quickly noticed that it was giving me extreme anxiety, so I decided to cancel. I went online and clicked the cancel option. I got a option saying that if I stay, I would get a discount. I thought to try it. The next morning, I decided to cancel anyway since I cannot use the product. I canceled. One week later (Sept 30, 2018), I got a charge for a full $65 dollars for a caffeinated version. I even emailed in to them previously to ask to try a non-caffeinated one. I am afraid that they will keep charging me non-stop as people have all had difficulty canceling with them.
Desired Outcome
I would like turBrain to cancel my subscription and refund me the charge I did not agree to. I even wrote them clearly stating that their drink gives me extreme anxiety and I cannot drink it. Why would I continue to purchase an expensive product I cannot even use? I have several unopened drinks at home from the sample and cancelled the subscription, yet they still charged me. Yes, I am willing to speak to media about my concerns.
TruBrain Response
• Oct 02, 2018
The customer enrolled in a subscription on September 16th through our trial box. The customer's next charge was scheduled for September 30th. That charge went through. The customer then reached out after the charge went through on September 30th and cancelled their subscription. Their subscription was acknowledged as cancelled the next morning (10/1). We happily offered the customer a full refund upon return of the product from the order on 9/30.
The customer will receive no further charges or shipments.
We have tried canceling our subscription with trubrain for over 4 months. We've emailed, called, and text numerous times. We were very firm that that do not have authorization to charge our card. Nobody has gotten back to us and they continue to charge us $65 a month. There is no live person to talk to when contacting them... it's all automated. We are reporting them as fraud today and talking legal action! This is the worst customer service I've ever experienced!
Incredibly for enhanced and *** concentration. Just wish price was a tad lower.
Used their Ketones to train for the Ironman lake placid. it was the best nutrition support I have ever used that is natural and pure
CHARGED AGAINST MY WILL
I have been in constant communication with ***, the company supervisor. She has been nothing short of disappointing with her communication and how she handles business. THEY NEED TO REPLACE HER! I emailed her immediately to let her know that I would like to cancel my subscription, well in advance before it renewed. I wake up the next morning with a *** charge on my account. Going back and forth with emails all day and she still has not resolved my problem. I have never been so disgusted with a company. The way they handle business is horrible. Run and stay far away!!!!
I WANT MY MONEY BACK!
The customer wrote in the night before the charge was to be processed to ask to cancel. They were prompted with the directions to cancel, but they did not complete the cancellation process. The order was then processed and shipped to them. They then wrote in with demands to cancel. The subscription was cancelled and their order was refunded.
The customer will no longer receive shipments or charges from us.
Amazing results with mental capacity - longer days of sustained concentration than I have had since I was 22 years old.
I got the package deal of ketone ester and trubrain drink packets which is a lot of high-end science nutrition for the price. You can't find either of these formulas at grocery stores or gnc...try finding ketone ester at your local stores or the high-end nootropics. Amazing boutique brand that not enough people know about.
This company is a glorified scam. They are absolutely unresponsive to their customers. They said they would email 2 days before I would be charged for a subscription, they never did. I reached out about canceling, they never replied, then charged me anyway. Filled out a form, sent it in, still no reply. There are plenty other companies in the nootropic business that care about their customers and are honest about cost and charges. Go with them, skip TruBrain.
Hi Amber, we're sorry that you felt you had a poor experience here. We have cancelled your subscription and sent you instructions to return the product for a refund. The subscription cancellation notice you sent was received on the same day that your order had been processed, thus the reason it was not cancelled prior to the charge. We'll look forward to you returning the product for a refund. Thanks for trying TruBrain.
This does not account for the fact that I first contacted your company on the 20th of this month, requesting to cancel, and asking for further assistance, and it was unanswered. Your website also states that I would be notified 2 days prior to being charged for a subscription, which also didn't happen, causing me to take a 65 dollar hit. Further, due to your extremely tight return window customers are virtually unable to make the turn around time (the package needs to be returned within 7 days of receipt). When people have 2 jobs and are unable to wait at home to receive the mail, this is extremely difficult to achieve, as any small mistake on the postal services part could mean that the refund could be denied. I get you are not a huge business, but your lack of customer service replies is seriously uncalled for and a bad business practice.
I love their nootropic bars and they have deals that have all their different products.
Do they have a customer service?? I'm being charged against my will.
Purchased trial on Feb 14th, 2019. I wanted to see if I had an account with them so I can see if they set me up for a subscription which they said they'd automatically send me a monthly subscription after the trial. I was never guided to set up an account with them at the time of ordering the trial sample. So I tried emailing them and calling them. I emailed them 8 days ago (February 24th) and heard nothing from them. I only get an auto responder saying they created a ticket and will get back to me soon as possible. It's too late now because I just got my monthly subscription in the mail today ( 3/4/2019)
I have to go to the bank tomorrow to change the number on my card just to stop them from taking my money.
They need to speed up their communications. I feel like they're deliberately taking advantage of people. I just want to go the bank and change the numbers and move on with my life. This business practice needs to be investigated.
The customer signed up for a Trial product and actively opted-into a subscription via the Trial Terms & Conditions. The customer during checkout did not create an account, even though they were given the opportunity to. The customer then emailed us on two different days in regards to their account set-up. At no point prior to their first subscription order did they request to cancel their subscription/any orders. As soon as they did (after the first order was processed), their subscription was cancelled and they were offered the ability to return the product for a refund.
The customer's subscription has been cancelled and will no longer receive any further charges or shipments.
(The consumer indicated he/she DID NOT accept the response from the business.)
I didn't have the opportunity to set up an account when signing up for a trial. The business didn't respond adequately in between trial time. I wasn't able to reach the business via phone. Some one should have responded within 3 business days.
The customer had an opportunity during checkout to create an account and did not create an account.
The customer's issues have been resolved, their subscription has been cancelled and will no longer receive any further charges or shipments.
Had my brain wave patterns measured and analyzed at the labs with Derek and Dr. Hill - tried to products there and amazed with the overall company and service.
They have Ketone Ester at about 1/30th the cost of any others. I'd say that's pretty darn incredible - easy to buy on amazon. No complaints, solid company.
Was introduced to TruBrain Keto drinks at an ironman event. Tried for training the next weeks and am blown away. Kudos!
Just started Keto and had trouble not caving to the carb demons calling. This helps be my guardrails - best product I've seen..the cheaper bhb products can't compare.
Their Ketones product has Ester, which is normally priced at 30 dollars or more for a single serving. Their Keto support is natural and has given me tons of improvement in stamina for focus and it's been easier to do longer triathlon workouts than just the Keto diet alone.
No question the most powerful nootropics around. Most high powered science team also
I had concussions from playing hockey and TruBrain has been the most incredible product bringing me back to being sharp and feeling like myself again! They are serious about their science and Dr. Hill is also an incredible and humble guy - you can visit him in Culver City, CA to have your brainwaves measured with EEG. There is nothing like this on the market.
Trubrain is a very dishonest company. I have tried to reach them 5 times over the past 4 months to cancel my subscription. I never hear back from them when I call or email, and yet they keep billing my card $65 each month. They say on their website that they are flexible and offer custom plans that they are willing to tailor to each customer's individual needs. I have been out of a job since September and what I NEED is to stop having my card billed for a product that I can NO LONGER AFFORD.
This customer's subscription was cancelled as soon as they submitted their cancellation request through our cancellation portal. They previously reached out one other time to inquire about the cancellation process, but did not actually complete the process. We have since cancelled their subscription and offered a refund for any unused product that they wish to return.
I also have a subscription for monthly delivery of the drinks. Everything was going smoothly until recently when I noticed that I had been charged for the drinks but never received a tracking number. I wrote an email asking for some assistance in tracking my package and got no reply. I logged onto the website and saw that my most recent shipment wasn't even showing that it had been shipped yet. I wrote another email asking for assistance in tracking my package, but received no reply. A day later I wrote another email stating that I had been charged for a package that I have no evidence was ever shipped. No reply. I called the customer support number and got an automated response indicating that they were updating their phones but that someone from customer service would get back to me... as of yet, no reply.
I have subscription for a monthly delivery of the drinks.
costumer service is HORRIBLE. I paid for the subscription, the shipment is missing
Nobody answeres the phone, nor returns emails. They DO NOT CARE about customers.
I ordered a sample box and cancelled the subscription before the next pay period. They still charged $65. Drink makes me anxious and scared.
I purchased the product as a sample trial in early September. I received the box and tried a few samples. I quickly noticed that it was giving me extreme anxiety, so I decided to cancel. I went online and clicked the cancel option. I got a option saying that if I stay, I would get a discount. I thought to try it. The next morning, I decided to cancel anyway since I cannot use the product. I canceled. One week later (Sept 30, 2018), I got a charge for a full $65 dollars for a caffeinated version. I even emailed in to them previously to ask to try a non-caffeinated one. I am afraid that they will keep charging me non-stop as people have all had difficulty canceling with them.
I would like turBrain to cancel my subscription and refund me the charge I did not agree to. I even wrote them clearly stating that their drink gives me extreme anxiety and I cannot drink it. Why would I continue to purchase an expensive product I cannot even use? I have several unopened drinks at home from the sample and cancelled the subscription, yet they still charged me. Yes, I am willing to speak to media about my concerns.
The customer enrolled in a subscription on September 16th through our trial box. The customer's next charge was scheduled for September 30th. That charge went through. The customer then reached out after the charge went through on September 30th and cancelled their subscription. Their subscription was acknowledged as cancelled the next morning (10/1). We happily offered the customer a full refund upon return of the product from the order on 9/30.
The customer will receive no further charges or shipments.
We have tried canceling our subscription with trubrain for over 4 months. We've emailed, called, and text numerous times. We were very firm that that do not have authorization to charge our card. Nobody has gotten back to us and they continue to charge us $65 a month. There is no live person to talk to when contacting them... it's all automated. We are reporting them as fraud today and talking legal action! This is the worst customer service I've ever experienced!