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:04/16/2025

  Type:Billing 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 placed an order for a subscription from ****** for $125.44 on October 11, 2024. The order was a monthly subscription. On November 9th, I emailed the company to pause the subscription. Here is my email to ********************** "Hello,Could you please cancel my autorenew for now?I had ordered for two people (myself and my mom) but I will be the only one taking it now.I'll re-subscribe when I'm ready!Thank you so much!Warmly,*******"They continued to charge me and ship, despite my emailing again. The new charge was $273.92, which they charged FOUR times AFTER I emailed to pause the *************** took almost 20 emails to get a reply. No one ever answers the phone. After another month, they FINALLY send me a return label. I returned the products, and have only received a refund for ONE of the months.Their cutomer service is absolutely horrible. I can't get anyone on the phone, the customer service emails are not thorough at all or followed up with, I asked the representative to call instead of email because it was not possible to resolve this and she kept saying they could not find my orders. It was the most frustrating retail experience of my life. I emailed to stop the subscription in November. They charged $273.92 four times for a total of $1,095.68(!!!), and refunded only $273.92. I need the remainder refunded - $821.76.

  

  Business Response

  Date: 04/16/2025

  Customer placed order 10/11/24 for 3 Senolytic, enrolled in 3 subscriptions. The customer selected Subscribe & Save and received clear indications throughout the checkout process that the items were set to auto-renew - all of which were delivered to the email address used to place the order: ********************************* On 11/9/24, customer contacted our team using a different email address: **************************** As this address was not associated with any account in our system, our agent responded the same day requesting more information to locate her account and assist with cancellation. No reply from the customer. Follow-up emails were sent on 2/14 and 2/15, again requesting the necessary details to proceed, but we did not receive a response.
  On 3/3/25, the customer contacted us from **************************** and our team once again asked for account details to verify her subscription. She responded on 3/5 with the correct email associated with her order. At that time, all 3 subscriptions were promptly canceled, and our agent provided prepaid return labels for the Dec Jan & Feb renewal orders. We have since received the returned products and issued full refunds. She then responded requesting for the November order to be refunded (without returning the product) because she sent an email (with the wrong email address) requesting to cancel her subscription prior to the November renewal order shipping. We were happy to help and refunded that order in full. She has been refunded in total for $1,095.68. Throughout this process, our team responded promptly & professionally, working in good faith to resolve the issue. Yet, the customer chose to post negative comments our Instagram that were not accurate. Delays were due to the mismatch between the contact information provided by the customer and the information on file. Once this was resolved, we acted quickly to close the matter. We consider this issue resolved and see no basis for further dispute.
  
  

• Initial Complaint

  Date:12/30/2024

  Type:Delivery 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.

  Deceptive business practices, refusal to answer simple inquiries or fulfill an order (placed one month prior), refusal to provide information additional to that posted on site for P65 information (regurgitated site info telling customers to contact ********************** [qualia life sciences] directly), pricing varies wildly depending on time of month. I suffer from very severe neuropathy and find some of their formulations beneficial. Needless to say, going without a nutraceutical that helps me function because of unfortunate sales and customer service ethics is very unfortunate. Products and formulations otherwise satisfactory.

  

  Business Response

  Date: 01/03/2025

  To Whom It May Concern:
  We appreciate the opportunity to address ******* concerns and would like to provide clarification.
  First-Time Subscriber Promotion:
  ****** alleges deceptive business practices, yet he has used our first-time subscriber promotion 25 times since July 2024 without maintaining a subscription.
  Unfulfilled Order:
  His claim about an unfulfilled order pertains to a November 29 preorder, which included presale and backorder items (Mitochondria and Magnesium). This was clearly stated at checkout. His card was never charged, and we offered to cancel the preorder so he could purchase available products.
  Prop 65 Information:
  ******* concern about Prop 65 transparency is unfounded, as this information is clearly outlined on our website: Prop 65 Information.
  Product Availability:
  He claims he is "going without products," yet his history shows 14 products delivered before November 29, including items from a November 3 order.
  Customer Service Interactions:
  Contrary to his claim about poor service, we have records of positive interactions:
  October 23: Provided tracking information.
  November 6: Supplied Prop 65 documentation.
  December 18: Addressed his preorder concerns.
  The November 29 preorder is the only unresolved issue. No charges were made, and the items remain unavailable. We believe we have acted transparently and in good faith.
  We respectfully request the BBB review both sides fairly.
  Best regards,
  **** ********

  Director of Customer Experience
  Qualia Life Sciences
  
  

• Initial Complaint

  Date:03/01/2024

  Type:Delivery 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 was sent the below off email from the company to come back as a subscriber and get 2 bottles for $99. When I tried to order I got an error saying I was not a first time subscriber. The email ****** states for me to come back as a subscriber. When I reached out to **************** they said the offer was only for first time subscribers. This is false advertising. They should honor the email deal.Hello ***, You were a VIP customer of ours! You invested in your health with Qualia products, and we appreciate it! But it's been a while since you've shopped with Qualia, so we want to earn your business back. Thats why were offering you a 2 For The Price Of 1 + FREE Shipping Special on some of our best health-supporting products. Click below on any or all of the gift offers while they last**, and let us score you massive savings on refocusing on your health in 2024! Choose Any or All Gifts Below:2 For The Price Of 1 + FREE Shipping on Qualia Senolytic 2 For The Price Of 1 + FREE Shipping on Qualia Mind 2 For The Price Of 1 + FREE Shipping on Qualia NAD+ 2 For The Price Of 1 + FREE Shipping on Qualia Life 2 For The Price Of 1 + FREE Shipping on Qualia Night Hurry, Gift Offers End In:

  

  Business Response

  Date: 03/04/2024

  Dear BBB Representative,

  We appreciate the opportunity to address the concerns raised by ******************* and provide clarity regarding her recent interactions with our company.

  First and foremost, we acknowledge and apologize for the inconvenience *** has experienced in her dealings with our marketing offer and our team.

  Regarding ***** specific requests for 4 refunds, 1 replacement, 6 Qualia Mind first order promotions, 2 Qualia Focus first order promotions, we confirm that we have processed these requests in accordance with our company's policies. Despite challenges presented by the use of multiple email addresses by *******************, we have made every effort to accommodate her needs.

  We also recognize the importance of transparency and accountability in our marketing communications. While we take responsibility for any oversight in properly filtering ***** account and including necessary disclaimers, we have taken corrective measures to prevent similar issues in the future. As a gesture of goodwill, we have provided *** with two complimentary bottles of Qualia Mind to rectify the situation.

  However, it has become apparent that our company may not be the best fit for ***** needs at this time. In light of her repeated attempts to take advantage of promotional offers and her interactions with our team, we believe it is in the best interest of both parties to respectfully part ways. As such, we kindly request that *** refrain from placing further orders with our company and engaging with our customer service representatives. We have informed her 10 times that she is not eligible for the first order discount price with subscription of Qualia Mind.

  We appreciate your attention to this matter and are confident that we have taken appropriate steps to address ***** concerns and prevent similar issues from arising in the future.
  

  Should you require any further information, please let me know.  

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

  Senior Customer Experience Manager
  NHC
  
  

  
  

  Customer Answer

  Date: 03/04/2024

  I do not accept this as they sent me the email offer to come back to be a customer and get 2 bottles of Qualia for $99.  I did not try to sign up and get another free trial as a new subscriber.  I heard their sentiments that I was not able to under any new subscriber offers But they sent me an offer to come back.  I was replying to their email offer that they sent me.  Email is below. 

  
  
  Hello ***,
  
  You were a VIP customer of ours!
  You invested in your health with Qualia products, and we appreciate it!
  But it's been a while since you've shopped with Qualia, so we want to earn your business back. Thats why were offering you a 2 For The Price Of 1 + FREE Shipping Special on some of our best health-supporting products.
  Click below on any or all of the gift offers while they last**, and let us score you massive savings on refocusing on your health in 2024!
  
  Choose Any or All Gifts Below:
  2 For The Price Of 1 + FREE Shipping on Qualia Senolytic
  
  2 For The Price Of 1 + FREE Shipping on Qualia Mind
  
  2 For The Price Of 1 + FREE Shipping on Qualia NAD+
  
  2 For The Price Of 1 + FREE Shipping on Qualia Life
  
  2 For The Price Of 1 + FREE Shipping on Qualia Night
  
  
  
  Hurry, Gift Offers End In:
  
  
  
  
  
  
  
  
  
  **note offer automatically enrolls in a cancel-anytime monthly subscription for one Qualia unit per month.
  note offer applies to the first shipment of subscription orders.
   Copyright 2024 Neurohacker Collective, LLC, All rights reserved
  If you no longer want to receive these emails, please Unsubscribe.
  Neurohacker Collective 2011 ********************** Suite 101 - PMB ********************************
  

  

  Business Response

  Date: 03/04/2024

  As noted in my original response, we sent her two FREE bottles of Qualia Mind due to the inconvenience. We feel this issue is resolved.

  Customer Answer

  Date: 03/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:03/02/2023

  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.

  The website claims you can easily cancel your subscription, even provides a guide to do so but when you try to cancel it yourself it is impossible. Happened today 03/02/2023

  

  Business Response

  Date: 04/07/2023

  Hi ****,

  
  

  We received the following BBB complaint stating the following "The website claims you can easily cancel your subscription, even provides a guide to do so but when you try to cancel it yourself it is impossible. Happened today 03/02/2023".

  
  

  Below is the documentation for ***************************** account. We responded within 24 hours of receiving ****'s email, and feel we have assisted him to the best of our ability. 

  
  

  Our system shows the customer placed an order for a free bottle of Qualia Focus on Mar 2 2023 at 11:35am PST in which he paid for the shipping charge, and signed up for a monthly subscription.

  
  

  On Mar 2, 2023 at 3:46pm EST, our system shows the customer sent the following email to our support team: I need to cancel my subscription... The guide you have on your website is a lie because you conveniently have the cancel subscription button missing from both your desktop and mobile version of the site.

  
  

  On Mar 2, 2023 at 3:49pm EST, our system shows the customer sent the following email to our support team: It is actually impossible to cancel your subscription on your website even with your guide. The cancel subscription button does not exist. Really has me feeling doubtful about the product you're going to be sending me. Please cancel my subscription thank you.

  
  

  On Mar 2 2023 at 5:21pm EST, our system shows the customer sent the following email to our support team: I need to cancel my subscription... the guide you have on your website is a lie because you conveniently have the cancel subscription button missing from both your desktop and mobile version of the site.

  
  

  On Mar 3, 12:20pm EST, our system shows the customer sent the following email to our support team: Can someone please help me cancel my subscription?
  

  
  

  Our Customer support team responded to the four emails on Mar 3 at 2:51pm EST with the following response: Hi ****, thank you for being part of the Neurohacker community. I've canceled your Qualia Focus subscription, so you're all set and will not receive any future shipments. If we can support further, let us know. Have a great weekend. In which **** responded asking if he was still going to receive his product, to which we responded yes, absolutely.
  

  
  

  Not to BBB & customer:

  Please understand that our Customer Support team was attending a team gathering off site on March 1 and March 2. We are terribly sorry we were not available when you emailed us on March 2. We meet as a company once a year, and that day happened to be the day we were attending an off site meeting. We hope you understand why we were not able to respond to you immediately. With your complaint, you mention a refund but the product was free, so we feel our apology and explanation to your BBB complaint is fair.

  ?