6 replies to this topic

[jvvd]

The short

I'd advise anyone who thinks cerebralhealth might be safe to use again to seek another supplier until they've proven they care about the community again.

I placed an order 4 weeks ago, I've had one useless response from CH.

Has anyone successfully used CH recently?

I find it despicable that they a retailer can pay some money and get a sponsored thread on a respectable place like longecity when they don't have any respect for their customers. Is there any vetting for these sponsors? It seems like a ploy to get people to trust them again.

The Long

Hi,

Long-time lurker, etc. I was previously registered when we were imminst, but I'm not one for contributing towards discussion so stopped using my account.

My piracetam supply dried up recently and I decided I'd use the opportunity to try a supplier I'd heard a lot of good things about - CerebralHealth. I was disappointed to see a lot of negative feedback online in recent months, but decided to give them the benefit of the doubt due to the overwhelming word of mouth feedback and that it seemed the issue was primarily a single QC incident.

Regretfully, I have to say CerebralHealth have been useless at simple communication, so I can't even tell you yet if their products are quality.

I originally ordered 28/03/13 and got a shipping email on 29/03/13. I make plenty of international orders, so I'm easy going about delays. But after 2 weeks I got concerned - given the amount I paid I'd and their claim of 10 days I had expected it already. I emailed them and was asked to wait longer, I asked how long I should wait and got no reply.

I wondered if it was due to a product being backordered and asked for confirmation it had been shipped - no reply. I've had no response to my emails and not received any product.

If anyone has a better way to contact them such as a more senior email address (I can't use spoken communication) please let me know. I've made this post for two reasons - to make others aware of continuing issues, and because it seems cerebralhealth actually care about and monitor forums.


Emails

Google Wallet <noreply@wallet.google.com> 29 March 2013 13:47
To: <me>
Great news! Your order has shipped and should arrive soon. Your credit card has been successfully charged for this order.


<me> 15 April 2013 18:27
To: synapse@cerebralhealth.com
Hello,

I have not received my order yet (Google order number: xxxx). Can you please tell me when I can expect it/give me a tracking number? Is it on back order?

If it will take longer than another week I would rather have a refund as it's been well over two weeks now.

Thanks

CerebralHealth.com <synapse@cerebralhealth.com> 16 April 2013 15:53
To: <me>
please give it a little more time to arrive.
--
Prof. Douglas J. Phillips II
Director of R&D
Cerebral Health, LLC


<me> 16 April 2013 18:51
To: "CerebralHealth.com" <synapse@cerebralhealth.com>
How much more? Three weeks? A month? What's the typical time frame?


<me> 22 April 2013 21:55
To: "CerebralHealth. com" <synapse@cerebralhealth.com>
It's been another week. How much longer do I have to wait? Has it even shipped? I'd like a refund otherwise.

<me> 23 April 2013 09:19
To: "CerebralHealth. com" <synapse@cerebralhealth.com>
Hello?!

I find it very suspicious you won't answer me.

Edited by jvvd, 23 April 2013 - 01:04 PM.

[synapse]

your order was shipped some time ago and you received a tracking number. here it is again for your records LJ868204366US. we cannot control everything that happens in UK customs and if they are delaying shipments.

[jvvd]

Thank you! Is longecity your official support centre then? I requested this information on the 15th and I had to go public to get a response. Nice.

You're right, it was shipped some time ago (though after I got the shipping email and you charged my card). In my experience customs adds 3 days to a shipment. And what you're saying now is you're not responsible at all? Surely as the supplier you have some ability to liase with your courier and investigate? What do you think a reasonable wait period is before you'll refund/replace?

[jvvd]

I'm hesitant to self-respond, but I've seen little discussion from recent CerebralHealth users. So if no one minds, I'll keep this thread updated.

Maybe I'm just having bad luck, maybe they have great quality products and usually fast shipping, but that's not what I'm seeing. Delayed shipping wouldn't irritate me much, if they bothered to respond to my previous communicae. That behaviour just makes me suspicious and question their legitimacy. If you have a different opinion, please chip in (though I guess they have a dedicated thread for that).

Although they have sent me a couple of replies today, they have not given me any real answers (apart from a stateside only tracking number that I asked for over a week ago).

As I state in my email to them, in the UK senders can recover losses after a mandatory period. Surely USPS has something like that? Furthermore, on a $100+ order with $20 for shipping, I'd expect it to be trackable.



CerebralHealth.com <synapse@cerebralhealth.com> 23 April 2013 15:22
To: <me>
we cannot control what happens with customs in the UK, but it has been sent out.


<me> 23 April 2013 15:28
To: "CerebralHealth.com" <synapse@cerebralhealth.com>
Why did it take me several emails and a forum message to get a response?!

Are you saying that's it? There's no tracking? When was it sent? When should I expect it? Will you replace/refund after a certain amount of time?


CerebralHealth.com <synapse@cerebralhealth.com> 23 April 2013 15:35
To: <me>
you should have received tracking info from stamps.com, but here is the USPS tracking number again LJ868204366US. It is likely in UK customs waiting to be released.


<me> 23 April 2013 21:16
To: "CerebralHealth.com" <synapse@cerebralhealth.com>
So how long do I have to wait? Will you give me a refund if it doesn't show up? In the UK retailers are able to recoup losses for undelivered items after 30 days; surely USPS have a similar operating procedure?

Do I seriously have to post on longecity every time I want a response?

[jvvd]

To their credit, CH have now refunded me. Honestly, I wouldn't have minded waiting, as stated before it's the lack of communication that frustrates me as a consumer. All they had to say was "give it two weeks" or pre-defined period and I'd have been happy to sit on it for a while.

I confess I was a bit frenzied when I finally got some communication yesterday. I might have jumped the gun but I decided to open a google wallet dispute overnight. I told this to CH and provided them with a vaguely appropriate USPS link for claims that came up at the top of Google.

If the product arrives, I will mark it to return to sender. Now that I have the funds back I'm finding an alternate supplier. I'd still be interested to know if others have anything nice to say about CH from recent months.

Last emails:



<me> 24 April 2013 12:32
To: Douglas Phillips <synapse@cerebralhealth.com>
As you continue to be unhelpful I've now raised a google wallet dispute. The message I sent is below. This would all be a lot easier if you gave me a reliable eta and/or provided compensation. Tomorrow it will be 4 weeks since my order and you've not been responsive.

I would say 4 weeks is far too long for a first class USPS shipment and you need to issue me a refund and follow it up with them - there is a sender's claim process for loss of goods: http://pe.usps.com/text/dmm300/609.htm

Google dispute:
"The item has not been received. I've sent numerous emails. Most recently I made a public forum post: http://www.longecity...s-still-abound/ Ridiculously, this resulted in a few short responses that provided no real information they just said it's out of their control. The seller will not tell me how long I'm supposed to wait, or if they'll give me a refund after x days.


They told me it should be delivered with in 10 days (listed on website). It's been almost a month.

They are suspiciously reluctant to respond to communication so I suspect fraud.

I attach our email dialogue."

CerebralHealth.com <synapse@cerebralhealth.com> 24 April 2013 14:24
<me>
your order has been refunded.

[ta5]

It's been interesting to read about your frustrating experience. What an awful waste of time for you. Your question was very funny!:

Thank you! Is longecity your official support centre then?

I have ordered from them a couple of times. So far, I have received my orders, and the product seemed okay. But, I've tried asking them questions about their products and never got any response. Nothing. Linking to wikipedia to "learn more" about their products is ridiculous. Like their Blueberry extract has no details about concentrations, like the ratio or the % anthocyanins. I would have no idea what I'm ingesting. I don't know how anyone could buy it.

They have some of the best prices for some things, others not, but I know from reading here that I will probably have to just go ahead and issue a charge-back on my credit card if I don't get my order since they are unresponsive.

[synapse]

we ship orders out as fast as we possibly can! some of our products are in extremely high demand and we occasionally run into supply chain slowdowns. all orders are shipped as soon as possible, but if any customer does not want to wait, we are more than happy to issue them a refund.