I canceled my trail subscription 5 days before in the trial window was even over. They even sent me an email confirming that I had sent a cancellation
I contacted this company through every avenue that they had including email and telephone (which their telephone number no longer works), text, every social media outlet that they are have. And they refused fully cancel my subscription Even though I received an email saying they received my cancellation request and They have charged me $65 even though I told them that I did not want this product and canceled within the trial window (June 18) actually five days before they charged me (June 23). The company refuses to acknowledge my request and has actually sent me an email saying not to contact them again because it would only slow down any response
Desired Outcome
I would like a full refund of $65 and I would like a record from them showing that they will no longer charge me
TruBrain Response
• Jul 01, 2018
The customer's order was voided prior to shipping any product. The customer was refunded and her subscription was cancelled.
The customer will no longer receive shipments or charges from TruBrain.
Trubrain charged my credit card for $65 two times without warning or agreement from myself. They refuse to admit this.
I ordered two trial packages from Trubrain on 5/31/18. In the terms and agreements to place this order it states "You have 10 days after receiving your trial to cancel your membership for any reason. Don't worrywe'll remind you." I recieved my trial packages on 6/11/18. Charges were made 2 days after (6/13/18) and no reminder was sent. I have been in touch with sales rep ***. She will not acknowledge the mistake and has only refunded me a partial refund.
Desired Outcome
I would like a full refund immediately as this was the mistake of the company. I will refuse the delivery of the product when it arrives.
TruBrain Response
• Jun 20, 2018
The customer ordered 2 trial boxes on 5/31 (which is in violation of our 1 per customer rule). The customer was notified and agreed to the terms of the trial which explicitly state "At the end of your trial, you'll be automatically enrolled in a subscription - you can change or cancel anytime." The trial lasts for 14 days - we approximate 10 days for the customer to enjoy the product + 4 days travel time - the customer in this case has stated that the travel time took longer. However, she did not reach out to alert us to this delay - which we would have happily accommodated - instead, the customer was then charged for 2 subscription orders on 6/13 which were shipped to her. The customer emailed at 10pm that night (after the orders had been shipped) asking why she was being charged. Her questions were addressed the next day and her account was immediately cancelled.
As a gesture of good faith, we offered her a partial refund on each of the orders that she stated that she wanted to return with the offering that the "remaining refund will be issued upon the return of the packages." This is outside of our normal practice where refunds are issued after a product is shipped back.
The customer has yet to return either of the two boxes of product. At this point, she has received a partial refund for two orders and has kept the orders (delivered 6/16 - usps tracking #XXXXXXXXXXXXXXXXXXXXXX).
The company states that they will begin your subscription after ten days. After 3 days, they signed me up for the subscription. Two days after I my subscription was already started I then received an email saying my subscription would begin in two days. I immediately contacted the company with no response. I had to contact them on Twitter for them to respond to my issue. Once I finally received a response I was told they could not cancel my order but I had to reject the package once I received it. My package sat at their warehouse for another 10 days and still after I sent the package back have not received my refund. It has been a week and after contacting them I still have not received any response.
I've been billed $65.00 for my monthly subscription, my order has not shipped (2 weeks late already) nor been received, and no one is responding to me with a solution. I want a refund for the product I've not received.
I ordered the $19 trial and got the product - didn't like it, loaded with sugar. So I tried to reach them to see about switching to capsules. Left numerous voicemails and emails. No response. Tried resolving on website, didn't work. Finally I left an exasperated comment on their Facebook page, and got a direct message from Alyssa, who apparently works there (or DID - I suspect she quit now), who spoke to me and was very nice. She took my order for ONE MONTH'S worth of capsules and was very clear when she said she understood that I only wanted the ONE MONTH and not a subscription. Yet here it is 30 days later and lo and behold, they have charged my card again. I tried calling Alyssa, no response. That's why I believe she quit. So now I have to go through this huge hassle all over again of trying to get someone there to resolve this. Like other reviewers have said, it's impossible to reach anyone there other than a bot. They have been "upgrading their phone system" for months. Really? No. They have not been upgrading anything - that's just how they stall people who want to cancel their "subscription." I called my bank and they said the authorization went through, and I told them it was NOT authorized. Now I have to wait for the hard charge to hit my card and then file a dispute and wait for weeks to get my refund. Thanks a lot, truBrain. You deserve to go out of business, and the sooner the better.
I'm going to start out with saying that I love their product and it works wonders. It really helps me focus and keep on track. The problem I have is their customer service. The trial box came in with no problems. I was charged on the 13th of March for my full box and I still have yet to receive it. So I ordered another box directly through their website without the subscription and the discount and got it within 3 days. I have tried email, sms, and phone to reach them and find out what is going on but have received no response. I really hope that I will get my box before I get charged next month. Also their website is broken and I can't make any changes to my subscription. I can't even cancel it. If someone would just help me out here you would have a customer for life and I would send others to you.
There phone number *** is not in service and their customer service email is a robot service. Therefore, trying to have any questions answered is impossible.
TruBrain Response
• Feb 23, 2018
Hi ***
We are sorry that you had a poor experience and would be happy to make it up to you! I just tried our customer service number and it is still active - it has a voicemail up currently while we overhaul our customer experience. We are in the midst of moving towards a more self-service website so that you won't have to wait for our CS reps to get back to you to complete your requested task. We have ensured that your account has been cancelled, as requested, but would be happy to offer you a discount should you decide to give us a second shot to earn your business.
So I signed up for a free trial. I did not know I would be enrolled automatically to their subscription plan. To my dismay their phone number is out of service and I can't even register on their website to cancel my subscription. I have email a few time with NO response. I would NOT do any business with this organization. Credit card dispute is coming.
TruBrain Response
• Feb 27, 2018
Hi ***,
I hope that you received our email confirming that your account has been cancelled, that your charge has been refunded, and sharing with you a return packing slip.
Our trial is not free, it is $19, but is often sold with a discount ($4-$9) depending on the promo code applied. When signing up for the trial, the customer actively acknowledges that the trial converts into a monthly subscription at the end of the trial period (2 weeks) - this is due to the daily usage nature of the product.
We received one email from this customer and have responded, ameliorating all of his concerns - the account has been cancelled, the charge was refunded, and a return label was issued so that he can return the product. As discussed, we are currently overhauling the website to make 1) the trial converting into a subscription even more clear, and 2) the account portion more self-serve so that you can change/cancel your subscription on your own. The phone number is in service, and we are able to be reached via text message, email, or various social channels as well.
We appreciate your feedback and will continue to strive for the best customer experience that we can provide.
I canceled my trail subscription 5 days before in the trial window was even over. They even sent me an email confirming that I had sent a cancellation
I contacted this company through every avenue that they had including email and telephone (which their telephone number no longer works), text, every social media outlet that they are have. And they refused fully cancel my subscription Even though I received an email saying they received my cancellation request and They have charged me $65 even though I told them that I did not want this product and canceled within the trial window (June 18) actually five days before they charged me (June 23). The company refuses to acknowledge my request and has actually sent me an email saying not to contact them again because it would only slow down any response
I would like a full refund of $65 and I would like a record from them showing that they will no longer charge me
The customer's order was voided prior to shipping any product. The customer was refunded and her subscription was cancelled.
The customer will no longer receive shipments or charges from TruBrain.
Trubrain charged my credit card for $65 two times without warning or agreement from myself. They refuse to admit this.
I ordered two trial packages from Trubrain on 5/31/18. In the terms and agreements to place this order it states "You have 10 days after receiving your trial to cancel your membership for any reason. Don't worrywe'll remind you." I recieved my trial packages on 6/11/18. Charges were made 2 days after (6/13/18) and no reminder was sent. I have been in touch with sales rep ***. She will not acknowledge the mistake and has only refunded me a partial refund.
I would like a full refund immediately as this was the mistake of the company. I will refuse the delivery of the product when it arrives.
The customer ordered 2 trial boxes on 5/31 (which is in violation of our 1 per customer rule). The customer was notified and agreed to the terms of the trial which explicitly state "At the end of your trial, you'll be automatically enrolled in a subscription - you can change or cancel anytime." The trial lasts for 14 days - we approximate 10 days for the customer to enjoy the product + 4 days travel time - the customer in this case has stated that the travel time took longer. However, she did not reach out to alert us to this delay - which we would have happily accommodated - instead, the customer was then charged for 2 subscription orders on 6/13 which were shipped to her. The customer emailed at 10pm that night (after the orders had been shipped) asking why she was being charged. Her questions were addressed the next day and her account was immediately cancelled.
As a gesture of good faith, we offered her a partial refund on each of the orders that she stated that she wanted to return with the offering that the "remaining refund will be issued upon the return of the packages." This is outside of our normal practice where refunds are issued after a product is shipped back.
The customer has yet to return either of the two boxes of product. At this point, she has received a partial refund for two orders and has kept the orders (delivered 6/16 - usps tracking #XXXXXXXXXXXXXXXXXXXXXX).
The company states that they will begin your subscription after ten days. After 3 days, they signed me up for the subscription. Two days after I my subscription was already started I then received an email saying my subscription would begin in two days. I immediately contacted the company with no response. I had to contact them on Twitter for them to respond to my issue. Once I finally received a response I was told they could not cancel my order but I had to reject the package once I received it. My package sat at their warehouse for another 10 days and still after I sent the package back have not received my refund. It has been a week and after contacting them I still have not received any response.
I've been billed $65.00 for my monthly subscription, my order has not shipped (2 weeks late already) nor been received, and no one is responding to me with a solution. I want a refund for the product I've not received.
I ordered the $19 trial and got the product - didn't like it, loaded with sugar. So I tried to reach them to see about switching to capsules. Left numerous voicemails and emails. No response. Tried resolving on website, didn't work. Finally I left an exasperated comment on their Facebook page, and got a direct message from Alyssa, who apparently works there (or DID - I suspect she quit now), who spoke to me and was very nice. She took my order for ONE MONTH'S worth of capsules and was very clear when she said she understood that I only wanted the ONE MONTH and not a subscription. Yet here it is 30 days later and lo and behold, they have charged my card again. I tried calling Alyssa, no response. That's why I believe she quit. So now I have to go through this huge hassle all over again of trying to get someone there to resolve this. Like other reviewers have said, it's impossible to reach anyone there other than a bot. They have been "upgrading their phone system" for months. Really? No. They have not been upgrading anything - that's just how they stall people who want to cancel their "subscription." I called my bank and they said the authorization went through, and I told them it was NOT authorized. Now I have to wait for the hard charge to hit my card and then file a dispute and wait for weeks to get my refund. Thanks a lot, truBrain. You deserve to go out of business, and the sooner the better.
I'm going to start out with saying that I love their product and it works wonders. It really helps me focus and keep on track. The problem I have is their customer service. The trial box came in with no problems. I was charged on the 13th of March for my full box and I still have yet to receive it. So I ordered another box directly through their website without the subscription and the discount and got it within 3 days. I have tried email, sms, and phone to reach them and find out what is going on but have received no response. I really hope that I will get my box before I get charged next month. Also their website is broken and I can't make any changes to my subscription. I can't even cancel it. If someone would just help me out here you would have a customer for life and I would send others to you.
There phone number *** is not in service and their customer service email is a robot service. Therefore, trying to have any questions answered is impossible.
Hi ***
We are sorry that you had a poor experience and would be happy to make it up to you! I just tried our customer service number and it is still active - it has a voicemail up currently while we overhaul our customer experience. We are in the midst of moving towards a more self-service website so that you won't have to wait for our CS reps to get back to you to complete your requested task. We have ensured that your account has been cancelled, as requested, but would be happy to offer you a discount should you decide to give us a second shot to earn your business.
Thank you for trying TruBrain!
So I signed up for a free trial. I did not know I would be enrolled automatically to their subscription plan. To my dismay their phone number is out of service and I can't even register on their website to cancel my subscription. I have email a few time with NO response. I would NOT do any business with this organization. Credit card dispute is coming.
Hi ***,
I hope that you received our email confirming that your account has been cancelled, that your charge has been refunded, and sharing with you a return packing slip.
Our trial is not free, it is $19, but is often sold with a discount ($4-$9) depending on the promo code applied. When signing up for the trial, the customer actively acknowledges that the trial converts into a monthly subscription at the end of the trial period (2 weeks) - this is due to the daily usage nature of the product.
We received one email from this customer and have responded, ameliorating all of his concerns - the account has been cancelled, the charge was refunded, and a return label was issued so that he can return the product. As discussed, we are currently overhauling the website to make 1) the trial converting into a subscription even more clear, and 2) the account portion more self-serve so that you can change/cancel your subscription on your own. The phone number is in service, and we are able to be reached via text message, email, or various social channels as well.
We appreciate your feedback and will continue to strive for the best customer experience that we can provide.