• Report: #987213
Complaint Review:

Brain Research Labs, LLC

  • Submitted: Wed, December 26, 2012
  • Updated: Thu, January 10, 2013

  • Reported By: Anonymous — Aurora Colorado United States of America
Brain Research Labs, LLC
15820 Euclid Avenue Chino, California United States of America

Brain Research Labs, LLC BRL, Procera AVH; www.brainresearchlabs.com; Joshua Reynolds, Robert Heller, MD Won't refund money as stated. Deny receiving package back and won't refund money. Chino California

*UPDATE Employee: Response To Customer Complaint

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Brain Research Labs advertises on television as nutritional supplements for the brain.  They advertise better memory, more alert, etc.  I did not find the pills to assist at all.  I waited too long to send back the first box, unfortunately, so I am out $200.00.  Very expensive.  I was told the second box would be a smaller amount and cost about $59.00. 

I was shocked to be charged $179.80 in a matter of a couple of months after the first package was sent to me.  I immediately called their customer service line.  They were rude and very unhelpful.  I told them to cancel any future billings, etc.  When I received the new box, I obtained all the information to send back to the company.  I sent it 2-3 day delivery from the post office.  Two weeks later, the company keeps saying they "never received the package" so they will not refund the $179.80.  If they did not receive the package, I would have received the package back.

Every time I have called the company, they have excuses and could care less that I don't want this product.  In my opinion, this is an absolute scam.  They will do whatever they can to keep your money!  I will report them to the better business bureau and everywhere I can find to report this company.

This report was posted on Ripoff Report on 12/26/2012 02:15 PM and is a permanent record located here: http://www.ripoffreport.com/reports/brain-research-labs-llc/chino-california-91708/brain-research-labs-llc-brl-procera-avh-wwwbrainresearchlabscom-joshua-reynolds-rob-987213. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Response To Customer Complaint

AUTHOR: Customer Relations - (USA)

Brain Research Labs, LLC (BRL) is dedicated to developing clinically tested science based products and services.  BRL has developed a unique line of products that are brain specific and clinically tested: Procera AVH, Ceraplex, Gabarest, and Omega-3 DHA.
Included in every shipment from BRL is an invoice describing the product(s) ordered, the amount  charged, and appropriate service center contact information.  Also included is a document outlining our money back guarantee (as follows):
Brain Research Labs stands behind all of its products. If you are unhappy with the product, for any reason, we have an industry leading "Hassle-free Return Policy".
Step 1: Important! Please first call our Customer Service Department at 1-800-213-4101 (M-F 9A-7P EST or Saturday 9A-4P EST) for your prompt Refund of the product price, and for a Return Authorization Code to return the product.
Step 2: Send product to address below. Please include your name, address, email, phone number, and Return Authorization Code (that we provide). Credits may take up to 45 days to appear on your credit card statement from time of receipt.
15820 Euclid Avenue
Chino, CA 91708
Money Back Guarantee Terms:
For 3 month supply or greater sales: for up to 90 days after shipment, just return any unopened supplement and we'll give you a refund of the purchase price less s/h for the unopened supplements. Partial returns will be prorated.  For 1 month supply sales: for up to 30 days after shipment, just return any supplement (opened or unopened) and we'll give you a refund of the purchase price less s/h.
Returns are processed daily. Returns must be received within our warehouse for credits to be issued.  Credits are not issued prior to receiving returns.       
If you have any questions or concerns regarding any of the information contained in this posting, please do not hesitate to contact our Customer Response Center today at 800-213-4101.
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